Complaint Review: Autoanything.com - San Diego California

RE: Order #10331416

I had ordered some tailights in September 2006 that were supposed to fit my 2000 Toyota Tacoma, per the web page advertisement. I received the tailights ~2 weeks later, went to install them, and they don't even come close to fitting my make/model. The way the actual tailights are molded/manufactured, they don't even fit into the existing truck body cavity.

So I started the return procedure, in which I needed a special number before I could send the part back. I applied for this number via their website, in which I described the problem with the part. I was informed I would be contacted via email within 1 day with this special number- it took 4 days. I had to have this number legible on the outside of the package before I could return it. I spent a total of $12.12 for shipping and insurance (website said they highly recommended insuring the product...hmmm, wonder why...) to send the product back.

The company received the tailights and sent a confirmation email on Sept 25th, with a temporary credit of $152 to my credit card. I was fairly impressed at this time that everything went as smoothly as it did. I was in for a BIG surprise.

Nearly a month later (October 18th), I received an email that said my credit was being revoked, and that my returned part had failed inspection. It also said, and I quote, "You may return any omitted items for inspection to re-apply for a return credit. Any additionally returned items must also pass inspection prior to a new return credit being issued. Your return item(s) are being shipped back to you." All of this process was handled by Cindy Delano.

So I thought I forgot something when I shipped it back. I called the Cust Serv number, and was passed around to 3 or 4 people before I finally got an answer as to why my credit was being revoked. Due to their return policy, an item that is previously installed in ineligible for return. I have to argue this point, due to the fact that their website advertises it was to fit my make/model of truck. "Of course I tried to install it! But it doesn't fit! If a pair of jeans says it's a 34 waist, and you can't get them up past your thighs, do you have to pay for the jeans anyway? So what do I do now?" I said.

The representative said there wasn't anything she could do, and she was sorry. So I explained the situation over to her again, and again, hopeful that she might understand that the part doesn't fit my year, make, and model of truck. After 10 minutes of this, I finally asked to speak with her supervisor, or someone that could help me get this resolved, being that she was unable to do anything for me. She asked me to hold, went to speak with her supervisor, then came back on the line, 2 minutes later.

"I may have some good news!" she said. "All you need to do is try and install the tailights again, take a few pictures to show they don't fit your truck, and email them to me. Then I can put in a request for a 'defective' part refund, and we should be fine from there." I never should have agreed to this, but I did. I was the closest thing to progress I'd had with the company.

I informed the representative I still hadn't received the tailights back from the company yet- she called who knows, and they told her they'd look into it and they'd call her back then she'd call me and let me know what was going on. I let her know I was going to be out of the country the first half of November, but to ship them asap so when I returned to the USA I could move ahead with this return. She said they'd be there when I returned.

No tailights were here when I returned, November 20th. I called today, November 29th, to find out where they are, and was greeted by yet another rep. He asked me to hold while he contacted the previous rep that I had talked to about the return (Jennifer Kelley), then came back on the phone and said he was going to transfer me to her now. Of course, he transfered me and it rang and rang and went to her voicemail.

I called back again to try and get someone to take some initiative and resolve this for me; the next male rep said he was going to call someone to find out when/where my package was. He put me on hold to do this; returning 2 minutes later he said the person he needed to talk to wasn't there until 9am, and that he'd call them and get back to me.

I waited until 1pm MST. I have had enough. I ordered some awesome tailights that don't fit my truck, all I want is my money back. It's been 3 months since I started this whole thing, and I've been more than patient, more than forgiving, and more than willing to help. However, Autoanything.com has been nothing but a huge "I'll get back to you" pain. I will never do business with this company again, nor will anyone I talk to.

Mark

Steamboat Springs, Colorado
U.S.A.