- Report: #619688
Complaint Review: monsterscooterparts.com - Monster scooter parts - Mechanicsville Maryland
Reported By:
benjamin -
West Liberty, Kentucky, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
monsterscooterparts.com - Monster scooter parts
26262 Three Notch Road, Unit 6 Mechanicsville, 20659 Maryland, United States of America
Phone:
800-798-0325
Web:
www.monsterscooterparts.com
Categories:
Business Rating:
(0)
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monsterscooterparts.com - Monster scooter parts refund dispute, customer service issues Mechanicsville, Maryland
I made the purchase on their website the day before leaving on a trip. I left on Saturday May 8, and returned Monday, May 24. By the time I got back the item had arrived. (According to the USPS tracking number 9101010521297262157322, the item had arrived on May 13.) But after opening the box and trying to fit the tires to my Mother's scooter, I realized these tires do not fit.
I tried calling the 1-800 number, but the recording said, "Thank you for calling Monster Scooter Parts. There is nobody available to take your call at this time. Please call back later or email us by clicking Email Us on our website..." On June 1, I went to their website to find out if I could return or exchange the item. (Foam-filled mobility scooter tires are not an item you can just use for something else.) The policy states the item may only be returned if you have an RMA number issued by them. Furthermore it says, "All RMA requests must be received within 15 calendar days of the date you received your order." So I open their RMA request form, and explain my situation. "I am only a couple days past 15, but I was away on a trip. I understand I need to pay return shipping and 15% restocking fee."
But I get no response. I keep checking my gmail spam folder to make sure it didn't go there. Finally, I tried the chat option on the website, but it said it was offline, although it did seem to let me send my message. On July 2, I called the 1-800 number, and waited in the que. After a few minutes, I actually got a male service representative! I believe his name was Kevin. I asked him if they had sent me a response to my RMA request; he took my order number and name. He came back to say he had no record of my request, just of the original order. I explained that I had used the online form a few weeks ago, but had heard nothing back. Immediately, he said he doesn't believe I ever sent one, but he is willing to give me the "benefit of the doubt". He went on to elaborate on the return policy, which he reminded me by now was past 15 days. (He said 15 days "after the purchase", but online it says "after you receive the order".) He said if I had chosen to exchange I could have had 30 days. If I had only known, I would have tried for that. But I can't find anything on the website about an exchange policy. He added if my request had been received it would have been denied anyway. I asked him to check again for any record of it. He just said, "No, we have no record". I asked to speak with the RMA department. He said, "I don't understand your request". I repeated. He said, "There is no RMA department".
So I said good-bye, and went back to the website. I found a Customer Message Board Discussion Forum. In order to register to use the forum I must fill out a long questionaire, including my email address, my full name, instant messaging program and screen name, birthday month day year, my location, occupation, hobbies, etc. Will they sell my email address to third parties?
So I didn't register, but I found a post on the forum by a customer registered as owenscmx1 dated 05/20/10 at 06:56 PM, titled "Don't buy Here" and reads, "I bought a controller from Monster Scooter Parts. And what I got is a used one. When I call them, the lady told me that they don't sell used items and I am stuck with it and hung up. Now I got A used product that got no warrant and used. I have pictures of the item. Sorry about the pictures. Taken with cellphone. The first pic show the screw on the end has been strip out. The next show the cable broken. And the last show that the controller is used." Following the thread to #3, Aleator adds, dated 07/01/10 at 01:49 AM, "Do not buy from these people, they send the wrong parts, bill you for restocking, promise immediate service, and then wait a week to send correct parts, they won't even acknowledge that they made a mistake. If you need parts for immediate repair, go some where else or be prepared to wait for weeks." Another thread, by user name "a*s" dated 06/09/09 at 02:51 PM is titled "Do not buy from this company", and the same user again 06/09/09 at 02:43 PM, says "do not buy from this company, they are a joke, they wrongfully charged my card".
2 Updates & Rebuttals
benjamin
West Liberty,Kentucky,
United States of America
Full Refund!
#2Author of original report
Tue, July 20, 2010
The first response I received was a result of my report here on www.ripoffreport.com. I had originally filed this same report with the Better Business Bureau. The BBB also contacted them soon after. Once the owner of the company got involved, things have gone smoothly. I am very pleased to say I have received a full refund! Thanks, Kevin for contacting me. I appreciate doing business with you, and hope you continue to make efforts to reach out to your customers. Thanks again.
Monster scooter parts
Mechanicsville,Maryland,
U.S.A.
I would like to correct this for you...
#3REBUTTAL Owner of company
Fri, July 09, 2010
I apologize for the problems you experienced with our company. While our customer service representative was strictly following the guidelines of our return policy, in your case an exception would have certainly been warranted. Unfortunately I do not have your contact information from the report you filed so I cannot contact you directly. If you read this message, please e-mail me directly at [email protected] and I will help you out. My name is Kevin, but I am not the person you spoke with on July 2 (we do not have any customer service representatives named Kevin).
Please send me an e-mail and I will make sure you are able to return this tire to us without any further hassles.
Thanks,
Kevin
