Once used this company for all my needs. Now after this they lost my business.

The customer is always right. Especially when its the CUSTOMER's money at stake.

I understand now how they can keep such great deals! They are stealing from their customers....

 

I agree, If I blow it I eat it! Wait that doesn't sound right!

If we make a mistake we handle it and cover cost of shipping and make sure the problem gets resolved ASAP.

If I did what 4wheelonline did to my customers, I wouldn't have to worry about.

I wouldn't have any.

I know we're new on this forum, and I just got my site up. But I've been doing on line parts sales for a few years now on FTE's web site and there are a few people over there that can vouch for me.

Sorry to hear the problem your having. You need any OEM parts keep me in mind.

Ed Olson
Parts Manager
Parr Ford

My Assistant manager is Dennis C, he watches and post on this forum also.

 

thanks f150partsguy, I will keep you in mind for sure.

it seems crappy service is a disease and we all are growing use to it. so the first time we get even a "ok" buying experience out of someone, we think its the best service ever. the crappy businesses should be the minority and the good business should be everywhere. im just venting here. i had another geat experience with 4 wheel parts. (im being sarcastic when i say great) i had set up my 3rd tire balance on monday, and when i showed they didnt have me on the schedule. screwed again.

oh well, you guys give me hope in this crazy world obsesed with the profit line rather than customer satisfaction. im very greatful for you guys and this site. thanks again.

 

management@4wheelonline.com this is the email address for the people at at 4wheelonline.com. I suggest we start sending emails, like i have, stating we are unhappy with their service and will not purchase, nor recommend purchase from their website.

 

WE SHOULD E-MAIL THEM A LINK TO THIS THREAD.

 

oh, they've seen it.....

 

I didn't read the entire thread but 1490/1986 = 75%, meaning they kept 25% for restocking.
A quick (as in 1 minute maybe) search on their site, I found this: "All credits issued will be after a 25% restocking fee if the request is received within 14 days of the original invoice."

Now, I do believe that since they verbally told you the wrong thing, they should have refunded all the money back as far as customer service goes, but they don't have to.

I had a similar battle with a company. I had cancelled an order before it was shipped and they still shipped it and charged my credit card. After some arguing I got them to take it back, but they were going to make me pay for shipping. More arguing and I finally got the entire cost reversed. Just keep fighting it.

 

tical84, i would agree, but..... they volunteered the refund, not me. when they did volunteer the refund they never mentioned the really strict rules they had. their cover is their website. they build all your confidence by looking at the home page, with claims of product knowledge and such. so your fooled. like i said " when im searching to purchase something, im not looking to return something." im down to get the link set up and get tons of responses so we can get justice.

and yea they know we are here, that "new member" posted, thats more than a kowinkydink that his first post was in response to this thread.

i dont need to hire scooby, and shaggy and the rest of the gang to figure this one out.

 

I run a truck accessory company. In my mind, the return policies aren't relevant when an agent of my company makes a mistake and mis-represents the product. There is no way that charging a restocking fee is justified in this case. I couldn't imagine charging a customer a restocking fee when my company made the mistake. They should issue a call tag, pick up the kit at their expense for return freight, and credit you 100%...OR, offer to fix their mistake by taking care of you on the shocks you wanted if the employee told you they came with them. (I'd be an idiot to spend money on freight to get my product back, when I could take care of you on shocks and keep you happy in this case.) Either resolution, the burden of making it right should not fall on the customer. This company needs to step up and make it right. Right is right, wrong is wrong, and it doesn't sound like they are handling it very well at all.

To give just a little perspective from the other side of the counter though, think about this too: If the call isn't recorded, it's your word against the company's employee. The employee, of course, is going to deny-deny-deny to his boss. There are customers that make a mistake in ordering, don't read something, or have buyer's remorse and come up with the biggest stories you've ever heard to try to get an exception made to a company's policy...(I'm not saying that you're one of them, FX4TEXASGIRL)...and I firmly believe that there are people out there who make purchases with every intention of charging them back and seeing how much they can "get over" on companies. It's unfortunate that like anything else, that small segment of the population gives honest folks a bad rap. I'm a very customer service oriented person, and I generally always side with the customer's story unless I'm certain that it's bogus, but I've been burned a few times by dishonest folks and it has made me more apprehensive...I don't immediately buy in to the "customer's always right" cliche, because there are many times when that couldn't be farther from the truth.

With that said, a little bit of quality communication and effort in these situations by the company goes a long way to address your problem, keep an open mind, and ultimately find a way to resolve what made you unhappy and keep you as a customer. You're doing the right thing by filing the BBB compaints and trying to contact the management.

Good luck!

 

lol we DO have alot of different guys with shops on here...

 

very well said!

Ed

 

Owning a spring shop and an online store my perspective is going to lean towards F150BQ. I went to their website and unless they changed it since you ordered the kit it looks pretty cut and dry since one says performace and the other one says dirt logics. I am leaning towards you actually knowing you were ordering a different kit and hoping to get the better kit considering you called them twice to verify. 25% definitely seems a little high considering most businesses including us charge 10% which is to just cover the credit card fees and some small things included in a return. You can say it was their fault until you're blue in the face but the fact is you ordered a particular kit and when they go back and look at your order it shows that kit and then it's he said she said and a company has to stick with its policy otherwise what good is it to have a policy because it will just confuse employees when you say one thing and do another. It sucks that it happened but there is always 2 sides to every story. If someone calls in an order which I take and I know that I personally screwed up then they will be taken care of but if someone places an online order and they mess up then it is what it is and hopefully they catch it before the item ships otherwise they agreed to the terms. There are people out there which attempt to take advantage of online businesses especially with high dollar orders and it puts everyone else at a disadvantage. There's another post about a skyjacker lift where a bunch of people knowingly try to rip off a company when they know the price is not accurate and it's dishonest and then they get mad when the company doesn't ship it to them thinking the individual is getting ripped off while the whole time they're trying to rip the company off which just isn't right. If everything is exactly the way you say it then they may get the owner involved and I hope for you that they lower the return policy but you'll probably have to mark this one as a lesson learned and to always check terms and conditions before purchasing. I don't want to be the negative person of this thread but I've seen about everything on both POS and online sales and everyone is not going to be happy all of the time.

 

exactly: i DID think i was getting something for nothing, thats why i called to verify because i was a bit confused and i knew that price was too good to be true on what he TOLD me over the phone. and the " he said, she said"--"your word vs my word", that all fine and dandy, but there was a complete lack of concern for my satisfaction as a customer. they would not negotiate on any aspect of my order. they seemed way less than eager to meet me in the middle---and i tried. you should see my phone bill, they put you on hold forever everytime i called.


i see where you are coming from but they would not even budge on the restocking fee. that shows they are not very customer oriented. thanks for the feedback though. evey person that sees this thread is one less person that will have to go through this.

ps, still no contact from them since i sent the certified letter over a week ago. except the mysterious new member that posted on this thread. no phone calls and no email. hmmmm.... does that further prove my claim that their customer service is not good at all? if they cared i would be notified by now.

what do you business owners think about this?

 

question.... when you call does it say "some calls maybe recorded to quality assurance or training purposes?" Maybe if you took them to court, you could get a sopeana (sp) to surrender the sales tape, which would prove they sold you the wrong product..?

 

no they didnt have the prompt that said conversations are recorded. i wish they did.

i have another update though:


BBB sent me an email asking if 4wheelonline had contacted me. BBB said they have not receieved a response from 4wheelonline yet. BBB said they have until the 13 of this month.

it sounds like they are actually ignoring the BBB!!!
i informed the BBB that they have not responded to the certified letter i sent either.

in the reply email i sent to the BBB, i left a link to this thread where our mystery member joined and posted defending 4wheelonline. hope the BBB reads it and finds it as fishy as we did. fingers crossed. :-)