Holly C.
Shipping and Refund Nightmare
1. No items are listed as "in stock" or "out of stock". 2. I ordered a pair of headlights that were apparently "out of stock" and needed to be "special ordered". Neither of those situations were listed or communicated to me before or after payment. In fact, you must initiate any and all communications. The order was made on the 16th of September and on the 18th I initiated a chat with customer service to ask why my item had not been shipped yet. (I had ordered from this company a few years ago the same product but had hoped they got their act together by now, stupid of me) Here is the transcript: Start Time: 09/18/2014 10:16:58 End Time: 09/18/2014 10:30:44 Operators: Live Chat Representative Transcripts: Operator Live Chat Representative has joined the chat. [11:16:58] Live Chat Representative: Thank you for contacting us! How may I help you? [11:17:15] Visitor: Why is my order taking so long to ship [11:17:30] Visitor: ****** [11:19:21] Live Chat Representative: you ordered it on the 16th....usually takes a day to ship out but i just saw they only have black in stock chrome is on a delay [11:19:39] Visitor: How much of a delay? [11:20:03] Visitor: I tried ordering these from you guys before and I waited a 30 day delay before asking for a refund. [11:21:27] Live Chat Representative: another two weeks. no actual ETA date. I would recommend calling to check if the item is in stock before hand on some items. because we we special order from the manufacture [11:23:16] Visitor: I can't wait that long, one of my headlights are falling apart from the inside. I can barely see out of it. I found the same lights on amazon after I ordered here. Can you just refund the order then? [11:24:36] Live Chat Representative: ill go ahead and cancel and forward refund [11:25:06] Visitor: thank you 3. So my question was answered, and my refund initiated. I saw on my account page that the status of my order had been changed to refund within minutes. On the same page it states that refunds can take up to 3 weeks to complete. 4. On October 9th (approx 3 weeks later give or take to account for weekends) I initiated another conversation with customer service chat to ask about the status of my refund. Here is the transcript: Start Time: 10/09/2014 13:10:14 End Time: 10/09/2014 13:26:06 Operators: Live Chat Representative Transcripts: Operator Live Chat Representative has joined the chat. [14:10:14] Live Chat Representative: Thank you for contacting us! How may I help you? [14:10:37] Visitor: I just wanted to check the status of my refund for order # ****** [14:11:10] Live Chat Representative: One moment please [14:19:21] Visitor: :-/ [14:23:43] Visitor: Hello? [14:25:13] Live Chat Representative: sorry we were having issues with our servers. [14:25:26] Live Chat Representative: refund is now red flagged to be processed today [14:25:38] Live Chat Representative: you should get it by TUE latest weekends don't count [14:25:52] Visitor: Okay, thank you so much! The visitor has left the chat. The chat is ended. SO, they had not even processed my refund yet.......I accepted the customer service answer and I waited. 5. AND I waited. It is now Tuesday, 2 weeks after my last conversation with customer service. I still do not have a refund, and their chat service is offline at the moment. If i had thought to copy and paste the message I left them I would paste it here as well, but i did not. I will never hand another penny to this company and I am suspicious of these other 5 star ratings. Please check more than one source when you read up on this company. Their BBB score is an F.