Customer James C.
Fender I bought arrived damaged - Adsitco trying to obtain credit from Fed Ex.
I bought a new Mercedes fender (OEM equivalent quality). It arrived heavily damaged and required me to spend $190 in order to repair the fender prior to use - pretty expensive when the fender only cost $210. I had to use the damaged part since I did not have time to return the part and wait for a replacement I contacted Adsitco and explained the situation, even supplying photos of the fender as received and as repaired, and I asked for some sort of refund. There were some communication issues which were largely my fault due to my being distracted by a death in the family. The company has since been in frequent contact and is attempting to obtain some some of relief from the shipping company (Fed Ex). I would use them again based upon this experience.
Response from adsitco.comApr 10, 2015
James Chestnut, We want to thank you for your business and we are very sorry for the Fedex damages to the part you received. Please note: Your ONLINE order was received on 3-24-15 at 5:28PM. The order was processed on 3-25-15 and shipped by Fedex on 3-26-15. According to Fedex the package was delivered on 3-30-15 at 11:35 AM. Please note that when you placed your order online you did agree to our online terms and conditions that clearly state: "WARRANTY: New and rebuilt parts are warranted against defect for ONE YEAR from date of sale on an exchange basis only. Used parts are warranted against defect for 60 DAYS on an exchange basis only. Any parts which are incorrect, damaged, defective or lost in shipping will be exchanged only. Warranty exchanges must a have return authorization number, copy of invoice, and be returned within the warranty period. All items returned for warranty exchange are subject to inspection upon receipt. Adsit Company shall not be responsible for any damage or loss caused by delays, failures or other consequential damage, nor for labor, transportation or any other charges incurred in the replacement or repair of a defective item. DAMAGED PARTS: All parts leave our warehouse in good condition. If a part is damaged when received, call or e-mail Adsit Company immediately so we can contact the shipping company immediately. Please note damage on delivery receipt on truck freight shipments. Damaged parts are warranted on an exchange basis only, no refunds." On 4-1-16 at 5:55PM you emailed: "Reece - I was just informed by my body shop that the fender I bought from you is damaged and requires 4 hours of repair work @ $65/ hr. I delivered this fender unopened and in the original packaging in which I received it from your shipper. I am having him photograph the damage before and after and will forward those photos to you once I receive them. Obviously I am not pleased - I don't have time to return the damaged item and wait for a replacement - and I'm less than thrilled spending almost what I paid for the part to repair it. What are you prepared to offer to make this right?" On the morning of 4-2-15 our customer service rep Joe called and left a voice message letting you know we would be happy to replace the damaged fender at no additional charge. He also requested pictures of the damage so we could start the damage claim process with Fedex. You must have received the voice mail because later that day you sent the following email. From: "James Chestnut" <[email protected]> Sent: Thursday, April 2, 2015 4:21pm To: "[email protected]" <[email protected]> Subject: Fwd: Re[2]: mercedes Attached are photos of the damaged fender I ordered from adsitco. Please advise. James Chestnut 512-529-5906 The next morning 4-3-15 at 9:48 AM, Joe again called and left a voice message and also sent the following email: "James, Thanks for the pics. Not seeing much there, but we will forward to fedex. Please email the repair quote from your body shop and we will to work on this for you. Thanks joe" On 4-7-15 we received another email from you and this unfortunate review stating that we had not responded. From: "James Chestnut" <[email protected]> Sent: Tuesday, April 7, 2015 5:57pm To: "[email protected]" <[email protected]> Subject: Fwd: Re[2]: Mercedes Haven't received s response regarding this issue. -James The next morning Joe again called and left a voice message and sent the below email. "See below email from Friday 4-3-15, I have not heard a response from you. I have also called and left two voice messages as well with no call back. Fedex is requesting a copy of the damage repair cost. Thanks Joe As of today 4-10-15 we have not heard any response providing and proof of repair cost. You have not once given us a call so we can get thing taken care of. The terms and conditions you agreed to clearly states we will replace the damaged merchandise. It does clearly state no refunds for damages. You have repaired the part and refused the exchange. We have also responded to each of your emails promptly and tried several times to contact you by phone. Adsit Company has responded to each and every communication from you in a timely fashion we have also reached out by phone with no response. We are sorry for the damages and will gladly exchange the damaged fender at no charge to you according to the terms and conditions you agreed to. We look forward to serving you and all your future Mercedes Parts needs. The Adsit Company