TLDR: Ordered parts from them, got shipped the wrong parts and was charged a restocking fee even though the parts being wrong were not my fault.
I know they come up a lot while searching for replacement parts for my truck and my dads truck so I wanted to pass this along as a warning to others.
So before Christmas I ordered a set of front mud flaps for my dad's 13 Denail (see thread here). When I placed the order I used their year make and model filter and not the VIN lookup. I ordered the flaps it told me to. They eventually came in after Christmas (thanks USPS) and they were the wrong ones. I immediately checked their site again using the VIN lookup this time and was given the same part number as I ordered so I started the RMA process. As part of that they require pictures which I provided and then they approved the RMA. In the email I was told I needed to pay for shipping and they MIGHT charge a 20% restocking fee.
I call them the next day and the man that answered told me he would investigate it and get back with me and nothing else. A week later (partially got busy so it's on me too) I called them and said that the manager was still investigating because the pictures I sent them had 2 different part numbers and that they would get back with me the next day. Later that night I received another RMA form that said I was still paying shipping but I WILL be charged a restocking fee. I called them the next day and the hateful woman explained to me that they investigated and determined they shipped me the part I ordered and that it was correct. After arguing with her she told me that if I could get a GM dealership to confirm they were the incorrect part and I email them the proof that they would reinvestigate it. So I did so and of course they were wrong, and before I could even get the proof emailed to they they already had sent me a postage paid label and a whole new RMA form that was back to saying I MAY have to pay a restocking fee but was for damage or missing parts etc. I returned the parts and tonight found out that they approved the refund, minus the restocking fee. I am waiting on a call back from them supposedly by noon tomorrow to answer why they still kept the fee even though they sent me the wrong parts.
During the whole thing, they at no point verified that the actual parts in the box were the parts they should be. After running the part numbers on them (they were different than the 2 on the box) they come back for the front of a 2013 Silverado. I was hoping they would confirm that when the parts returned but obviously not.
I know they come up a lot while searching for replacement parts for my truck and my dads truck so I wanted to pass this along as a warning to others.
So before Christmas I ordered a set of front mud flaps for my dad's 13 Denail (see thread here). When I placed the order I used their year make and model filter and not the VIN lookup. I ordered the flaps it told me to. They eventually came in after Christmas (thanks USPS) and they were the wrong ones. I immediately checked their site again using the VIN lookup this time and was given the same part number as I ordered so I started the RMA process. As part of that they require pictures which I provided and then they approved the RMA. In the email I was told I needed to pay for shipping and they MIGHT charge a 20% restocking fee.
I call them the next day and the man that answered told me he would investigate it and get back with me and nothing else. A week later (partially got busy so it's on me too) I called them and said that the manager was still investigating because the pictures I sent them had 2 different part numbers and that they would get back with me the next day. Later that night I received another RMA form that said I was still paying shipping but I WILL be charged a restocking fee. I called them the next day and the hateful woman explained to me that they investigated and determined they shipped me the part I ordered and that it was correct. After arguing with her she told me that if I could get a GM dealership to confirm they were the incorrect part and I email them the proof that they would reinvestigate it. So I did so and of course they were wrong, and before I could even get the proof emailed to they they already had sent me a postage paid label and a whole new RMA form that was back to saying I MAY have to pay a restocking fee but was for damage or missing parts etc. I returned the parts and tonight found out that they approved the refund, minus the restocking fee. I am waiting on a call back from them supposedly by noon tomorrow to answer why they still kept the fee even though they sent me the wrong parts.
During the whole thing, they at no point verified that the actual parts in the box were the parts they should be. After running the part numbers on them (they were different than the 2 on the box) they come back for the front of a 2013 Silverado. I was hoping they would confirm that when the parts returned but obviously not.
