Complaint Review: Street Beat Customs

On March 18, 2009 I order a stainless steel dual exhaut system for my 2006 Dodge Ram 3500 Diesel, a week later the item arrived at my provided address via FEd-EX. I then scheduled an appointment with JVD Auto Muffler shop to install the system on my truck.
After cutting off my existing exhaust the mechanics opened the box that contained the MBRP exhaust, sent by Street Beat Customs and advised me that it was not stainless steel and that only part of the muffler was. Since my exhaust had already been cut off my truck and since I needed the exhaust to remove my truck from the shop, I told the shop to install the exhaust even though it was not stainless steel as I ordered. After a short period of time the mechanic lined up all the exhaust pieces contained in the MBRP box and discovered they did not line up with my truck's frame and location. The mechanic looked carefully at the outside of the box and called the number located on the outside, the number was a shipping company that brought the item in from Canada. After looking through the parts list he located the name Duramax on the top of the parts list page.
A Duramax is not a Dodge but a GMC engine. It was determined the exhaust therefore would not fit my truck and would have to be returned. I attempted to speak with customer service on 4/03/09 but they were closing. On 4/6/09 at 10:00 am (eastern time)I spoke with Derek in customer service,he told me that he would call back in a few hours to arrange an exchange. I waited few hours but nobody returned my call. I then called back at about 2:00 pm (eastern time) and spoke with Hochum in customer service. He told me that they were confirming that the supplier had the replacement part, I advised him that I was leaving the state on 04/08/09 and needed this taken care of before then. He told me that their invoice numbers were incorrect and thats how the wrong item was shipped. In other words MBRP of Canada provided correct numbers, but Street Beat entered the numbers incorrectly when listing them in their inventory system. I was then told that the system I ordered was not stainless steel. I advised him that I ordered it over the phone with a saleman, and that I ordered stainless steel and was told stainless steel was being shippped, I even called back an hour after I ordered the system because the salesman never asked me what size truck bed I had. When I spoke with him that second time he again confirmed the system as stainless steel and that it was universal and would fit any size Dodge 4x4 truck bed.
At about 6:15 pm (eastern time) on 04/06/09 I again called back customer service since I had not receieved any emails confirming the return, and no return phone call to confirm when FED-EX was coming to get the package. I spoke with Steve the manager who advised me that I would be getting an email within 1/2 hour explaining how to return the item. I told him that the new system needed to be stainless steel. He then tried to bump the price up to 800.00+. I told him that his own online catalog had it for 602.92. and that the part number was S6110409. He of course had another part number that was again incorrect, and was for a aluminumized system that I never ordered to begin with, and if I had known that it was not stainless steel, I would never have authorized payment.
After never receiving that return email, I again called on 04/07/09 and spoke with a rude customer service person who kept talking over me stating that my request was in the system. I told him that I was leaving for Florida on 04/08/09 and needed the return paperwork emailed today. He told me to take a laptop computer with me or use a public computer. I advised him that I still needed someone home to direct the FED-EX driver and to tape on the return authorization. He didn't care and kept talking over me saying have a nice day sire. I told him that I would report his company's actions, and then he transfered me to Steve the manager of customer service, once again.

Steve immediately was rude, again talking over me, telling me that I could not make up my mind what I wanted. I had to explain to him over and over again that it was not me, but his company who put the wrong inventory numbers on the packages not me, and that I never received the email that was promised. I also advised him that my truck was still at the muffler shop and would soon be charged to stay there if I could not get it home. At present it has no exhaust do to this huge error by StreetBeats. Steve didn't care one bit, he just kept talking over me saying don't call us anymore, we will call you when we are ready. Then he hung up on me. All this for an error that his company made and is refusing to fix. This should have and could have been fixed immediately. I had advised Street Beat on the first verbal contact with customer service to ship me the correct exhaust while they were getting approval to pick up the incorrect one. All they keep saying is, we are putting that information in the computer, not that they will advise anyone to actually do it. What do I do now? My truck is missing its exhaust, nobody will be home to exchange the exhaust or put a return label on the package and my truck is stuck at the shop while I am leaving the state for three weeks? Totally unacceptable behavior and deceptive tactics used by STREETBEAT CUSTOMS AND ITS EMPLOYEES. I must believe that the manager Steve approves of this conduct since his employees all act accordingly. Last I checked, bait and switch was still illegal, no matter how you try to disguise it.

Lawenforcer
Marlboro, New York
U.S.A.