Complaint Review: AutoAccessoryStore.com - ebay

On June 24, 2004 I bid on and won an Ebay auction for an automotive dash trim kit from "productsfromusa2004" a.k.a AutoAccessoryStore.com, a.k.a. Auto Accessory Store, 28 Van St. Staten Island, NY 10310. I submitted immediate payment via the PayPal service. After a week, I did not receive any type of communication from the seller.

On June 21, 2004 I contacted them to inquire as to when the item would ship. I received an email response later in the day that stated it could take up to ten business days! On June 28, 2004 (now TWO WEEKS after auction was won) I received notification that item had finally shipped.

On the evening of July 2, 2004 item finally arrives via UPS Ground, but upon inspection of the package I find that the item shipped was not the item that I was supposed to receive. Initially I decided I would keep the woodgrain pattern that was sent until I realized that parts of it did not match up.

Many of the pieces were mismatched and the "woodgrain" runs in opposite directions on adjacent pieces. ie; one piece would run horizontally, while the piece next to it ran vertically! It appeared that this kit was assembled from spare parts. I attempted to contact them to correct the situation, finally reaching someone by telephone on July 7, 2004.

I spoke to a service rep named Danielle, and explained the problem and offered to send photos of the pieces to illustrate the problem along with a detailed and concise description of what was wrong. She assured me it would be taken care of. I received no followup. On July 8, 2004 I again contacted Danielle and requested that someone review the info I sent in. Again, more assurances.

On July 9, 2004 , I once again make another inquiry... nothing from the company or its representatives. On July 15, I place another inquiry and file a complaint with the New York Better Business Bureau. Later that day I receive a response requesting I print a diagram off their website and circle the pieces I need to have replaced. I tersely replied that I would send a diagram back with ALL of the pieces circled and this would not resolve the issue.

On July 19, 2004 I receive a response apologizing for the delay, and telling me they're working on it. On July 20, 2004 I contacted an attorney and requested that they issue a demand letter for a partial refund. I was able to use some of the pieces, therefore I just want to be compensated for what I could not use. On July 26, 2004 said demand letter was sent... it, too, will likely be ignored...

Bryan
Colorado Springs, Colorado
U.S.A.