Complaintsfor4 Wheel Online

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered product "Putco Blade LED Tailgate Light Bar (Universal Fit), 18" Pair - Red and White and ****** via Amazon.com on 6/8/24. The item was shipped on 6/10/24 and upon receipt I noticed the parts were loose inside the box and informed the Seller that parts were missing and there were no installation instructions. I immediately sent the item back as instructed. The returned item was received by the Seller, and only after inquiring about a refund, I was told that the item was used, accompanied by photos of a connector and a cut wire. I am have responded and informed the Seller that the item appeared out-of-the-box, used and in the same condition when I received them as I did not attempt to install the item with no instructions. The Seller proceeded to only remit a partial refund. I need my FULL REFUND!All I am seeing on your photos of the prong. Where are the scratches. That wire came cut. The product came loose in the box with bubble wrap folded on top. Looks like they cut the box open from the bottom. Your company is "shady," and I will make sure that this is known. Why aren't you commenting on the fact that you sent me an item with missing pieces and no instructions as well as two left or right light bars???? If you always send your packages sealed and brand new, then why were there missing items. I hope you're prepared to prove how you shipped the package. I will be taking your business to court and reporting you to the BBB.

  Business response

  06/25/2024

  Good Morning,

  To allow us to investigate this issue, please provide us with your Amazon order number.  This is a seventeen (17) digit number, separated by two (2) dashes, in the following format: 111-2345678-9012345.

  This information will allow us to review your order and shipment details, return request, return inspection photos, etc. so that we can provide a more detailed response.

  We look forward to hearing back from you so that we can resolve this issue.

  *******

  Customer response

  06/26/2024

   
  Complaint: 21884934
  
  I am rejecting this response because: This information was already provided to your company and ****** and ***** have both sent me responses. Please quit with the stall tactics and issue the remainder of my refund. Provide proof of the product inside the box prior to shipment with the proper time stamp and labelling - to prove that this was sent in its original sealed manufacture box. This was dishonest as claimed by ****** who sent 2 of the same bars (instead of a left and a right), no instructions (other than a piece of paper w/ a QR code) and missing double sided tape primer. I reported that these things were missing to your company who instructed me to return the items in the original packaging. I did exactly that, and the same inconsistencies I found and reported are now being used to withhold my refund.

  I can't imagine how many other customers have been treated like this.

  See the email below from Amazon Returns after you decided to rob me.

  "Refund on order 114-5834956-2326620
  Hello,
  We're writing to let you know we processed your refund of $165.86 for your Order 114-5834956-2326620 from 4Wheel Online.
  This refund is for the following item(s):
      Item: Putco Blade LED Tailgate Light Bar (Universal Fit), 18" Pair - Red and White and Amber
      Quantity: 1
      ASIN: B07V2B97V2
          Reason for refund: Customer return
      Here's the breakdown of your refund for this item:
          Item Refund: $290.99
          Item Tax Refund: $20.37
          Restocking Fee Refund Deduction: ($145.50)
  We'll apply your refund to the following payment method(s):
  Visa Credit Card [expiring on 12/2027]: $165.86
  
  We've processed a refund for the above order in the amount of $165.86. The refund should appear on your account in 2-3 days if issued to a credit card.
  Refunds issued to a bank account typically take 7-10 days to reflect on the account balance.
  
  
  Sincerely,
  
  *********************

  Business response

  07/02/2024

  Good Morning,

  First, I apologize that I was unable to locate your order with the info provided in your initial complaint.  We process tens of thousands of orders each month and upwards of 150 returns per day including multiple denials due to returns being used, installed, older versions, scams, etc..

  To protect customer privacy,Amazon does not provide sellers with customer contact info as all communication is supposed to go through the Amazon ****************************** or the Amazon call relay service.  This ensures that Amazon has a record of all communication between ****** and ******* should a dispute arise. but makes it nearly impossible for sellers to locate an order without the Amazon order number.  While I understand that you have spoken to our customer service team, they respond to upwards of 100 messages per day and have no way of locating a specific message without an order number.  Sellers cannot search messages and/or orders by customer name, location, phone number, email address,etc..

  Therefore, I asked for your Amazon order number so that I could thoroughly investigate your complaint.  On Amazon I reviewed the original order, your return request, and the messages between you and our customer service team.  I also reviewed the return inspection photos and attempted to retrieve the return package, but it has already been disposed of.

  As an authorized reseller,with over 25 years in selling aftermarket automotive and powersports parts and accessories online, we take quality control very seriously.  Each item in our warehouse has been inspected multiple times before being shipped to a customer.  When new items arrive in our warehouse, each individual package is carefully inspected to ensure that it is in brand new,factory sealed, undamaged condition.  Items are also inspected monthly when our warehouse completes inventory audits, and immediately before the item is shipped out to the customer.

  However, we cannot open the manufacturers packaging to ensure that all the pieces are included and correct,as it would then be open boxed, not a brand new, factory sealed product with a manufacturers warranty.

  To ensure that it is not possible for a customer to receive a previously returned item, our returns warehouse does not store any new inventory, no customer orders are shipped out from that location, and returns are never added back to the inventory.  Upon receipt in our returns warehouse, all returns are opened and carefully inspected to ensure that they are in brand new, unused, resalable condition, then palleted and sold off to liquidators.  Returns which are damaged or used are scrapped or disposed of. 

  Brand new, factory sealed inventory is always stored in warehouses at separate locations that only handle outbound shipments

  Upon receipt of your order number, I was able to trace the package you received through our system, from the original inspection upon receipt in our warehouse, through regular audit inspection reports, to the footage of the order being picked, and photos of the final inspection immediately prior to shipment. 

  All inspections confirmed that the manufacturer's packaging had not been opened and the package was not damaged at the time it was shipped to you. Therefore, I can only surmise that it must have been damaged in transit,but I cannot confirm this as the return package has been discarded.

  Therefore, as I am unable to locate the return package to further investigate the installation marks and grease that our returns warehouse noted on the connector, I have issued a refund of the remaining balance to your Amazon.com order. 

  Please allow 1-5 business days for the funds to be posted to your account, depending on your banks policies.

  Best Regards,
  *******

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I order a product from 4Wheel online and the product did not fit my vehicle they had the wrong description of the part and you could see it was touch up with silver paint when I received it. I notified them and returned it and they said it had marks on it from being installed and never gave me my refund. this part was the wrong part or they miss labeled it the mechanic said it will not compress to this suspension so this was never installed completely. This company must do this a lot I was online and many people had returns on the same type of part with the same issues. They have there parts back I just want my full refund. Thanks

  Business response

  10/30/2023

  Good Morning,

  To allow us to look into this issue we will need additional information to locate your original order.

  First, was the order placed through our direct website, **************** or eBay?  If your order was placed through **************** or ***** please provide the order number from the marketplace where the order was placed.  If the order was placed through our direct website, please provide the phone number liste **************** order.

  Upon  receipt of this information, we will be able to locate the order and review all correspondence, return requests, and/or return photos to determine why a refund was not issued in full.

  We look forward to hearing back from you so that we may resolve this issue.

  Best REgards,

  *******

   

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Through Amazon and 4wheel Online I bought two tires. When delivered they were the wrong size. I needed R 18 and R 19 was delivered. *** Boys tried to mount them on the rims unsuccessfully. As I mentioned I spent a total of $319. When these tires were returned to 4wheel online there was a $66 restocking fee per tire and they would only return half the value of the tires is they said they were damage. So I spent $319 and got $80 back. ****, the supervisor was not helpful and rude and seem to take great pleasure and that I spent $319 only got 88 back and they got the tires back for resell. Dont use these guys. ****

  Business response

  02/20/2023

  Good Morning,
  
  We appreciate the opportunity to address the concerns outlined in the ************************** complaint.
  On January 27, 2023, ************************ placed an order for two (2)Ohtsu FP8000 Performance Radial Tires, sized 285/35R19 99W, through our company, 4Wheel Online, on Amazon.  A copy of the customers order, as well as the product detail page from which the customer placed the order, is attached for reference.
  
  We shipped two (2) brand new, unused tires which had never been mounted and were still covered under the manufacturers warranty, to the address provided by ************************ on the order.  The tires were shipped via ***** Tracking # ************ & ************ and delivered Monday, January 20, 2023, at 10:48 am to the address provided on the order.  *********************** had the tires shipped directly to the *** Boys shop where they were signed for by XKD.
  
  On February 4, 2023, ************************ submitted a return request through Amazon stating Wrong Item Sent: I needed the 285/35 R 18. 285/35 R 19 was sent. Please take the 19s back and deliver the 18s to *******************. Ocala ** 34476. A copy of the return request, showing that ************************ ordered 19"tires, is also attached.
  
  The customer was provided with a return authorization, which includes a full copy of our return instructions, and a prepaid return shipping label.  As listed in the instructions provided with the return shipping label To control costs and offer products at a lower price than we would otherwise, we do not offer free returns.  The cost of any prepaid return shipping label(s) provided by Amazon and/or our team may be deducted from your final refund.  This includes cases where the item is inspected, and it is determined that the incorrect return reason was selected when submitting the return request. .  The cost of the return shipping label, provided by Amazon, was $66.50.  This cost was charged to our Amazon account. 
  
  In the return instructions provided to the customer, it also states all returns are inspected to confirm they are still in brand new, unused, resalable condition, with all instructions, accessories, and hardware, in the original manufacturer's packaging.  Items which have been installed, show signs of installation or use, missing packaging or pieces, or wheels which have had tires mounted will incur a restocking fee of up to 100% of the product's price..  A full copy of the return authorization instructions provided to the customer are attached herein for your review.
  
  Furthermore, Amazons Return Policy clearly states directly on the product detail page that This item can be returned in its original condition for a full refund or replacement within 30 days of receipt.You may receive a partial or no refund on used, damaged or materially different returns.
  
  Upon receipt in our warehouse, the customers return was inspected,and we confirmed that the tires which ************************ returned were the exact same tire that ************************ ordered.  Further review of the order,return authorization, and product detail page from which the customer placed the order, confirmed that the tires listed / shipped fit a 19 rim, not the 18rim ************************ stated he needed.  ************************ simply ordered the wrong sized tire.
  
  Based on this information, we determined that this return was due to a mistake on ************************** end, and the cost of any return shipping label(s) was his responsibility.  These costs would be deducted from his refund, as outlined in the return instructions provided with the return authorization and return shipping label used to ship back the tires.
  
  The return inspection also found that both tires had been mounted and were still covered with tire soap and mounting grease. Furthermore, due to the way the customer had taped the tires together, with heavy duty packing tape stuck directly to the outside of the tires, both tires were also covered with tape residue.  For your reference, photos of the return inspection are also attached herein. 
  
  Finally, the return authorization instructions also clearly state that If your order was shipped in multiple packages, DO NOT ATTEMPT TO RETURN IN 1 PACKAGE! Contact us directly to request additional labels.  Please note, using 1 label for multiple packages will not lower your return shipping costs and may result in higher costs due to oversized package charges. Attempting to tape together or combine multiple packages may also result in damages and/or lost packages.  No refund will be issued for items lost or damaged due to failure by customer to package properly for shipment..
  
  In addition to being mounted, the tires are covered with sticky tape residue due to the heavy-duty packing tape ************************ used for shipping, directly ignoring the return instructions provided with the return authorization and shipping label.
  
  The tires that ************************ returned are no longer in Original condition,no longer covered by the manufacturers warranty, and cannot be resold as brand new.  Due to liability issues, and our agreement with the manufacturer,the tires will have to be disposed of in accordance with local laws &regulations.
  
  ************************** refund was calculated in accordance with Amazons Return &Refund Policies, as well as the return instructions provided with the return authorization.   ************************ is not due any additional monies, and no further refunds will be issued to this order.
  
  
  Per Amazons Return &Refund Policies, as well as our own Return Policies outlined in the instructions provided to the customer, a restocking fee of 50% of the products price was deducted from the customers refund. The restocking fee is in addition to the cost of the return shipping label provided.
  
  For your reference, below is the final refund calculation for the customer*:
  DESCRIPTION                                                     AMOUNT*
  Return (Qty 2 @ $148.93)                                    $297.86
  Restocking Fee 50%                                           $-148.93
  Return Shipping for Buyer-Faulted Return             $-66.50
  REFUND*                                                              $82.43
  *Taxes are calculated, collected, refunded, & remitted separately by Amazon.
  
  After the customers refund was processed through Amazon, he made several phone calls into our customer service call center to inquire why he did not receive a full refund.  Each time our representatives calmly and patiently explained that the customer had received the exact item ordered, and that the tires had been returned mounted / installed.  Photos of the return inspection were also forwarded to the customer through Amazon Buyer/Seller messages, but *********************** has opted out of receiving seller communications (see attached copy of messages).
  
  During multiple calls ************************ admitted that the tires had been mounted onto wheels, but stated they had never been driven on and could be resold in the condition they were returned.  However, if ************************ had ordered two (2) brand new tires and received tires in the condition of those which he returned, he would have found that unacceptable and so would any other customer. 
  
  While we understand the customers disappointment, we shipped ************************ the exact tires he ordered, in brand new, unused condition.  *********************** admitted he needed a different sized tire than what he ordered and that the tires had been mounted onto wheels before being shipped back. 
  
  
  Thank you for the opportunity to address the issues outlined in ************************* complaint.  If you need any additional information, or have trouble with the documents in the attached ZIP file, please do not hesitate to let us know.  I can be reached directly at ************************************ or via phone M-F 9A-5P @ **************.
  
  Best Regards,
  Loretta 
  Manager
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a b&w gooseneck turnover ball hitch model gnrk1020 at 54% off for 273$. Received half the hitch, which would be regular price. They don't even have the correct item, and instead of cancelling order they sent the partial. Now the only option they offer is for me to pay shipping on return for a refund. I feel I should either get my full order or have a refund.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/08) */ Good Morning, To allow customers to compare offers from multiple seller son a single page, Amazon will often combine listings with the same brand & part number. Unfortunately, this process is completed by an automated program and sellers are not notified when listings are merged. This often leads to issues such as this where the listing for a single part is combined with an offer for a package containing multiple parts. The ASIN has been deleted from our inventory and we have reported the merge error to Amazon. We understand how disappointing it is to believe you have found an unbelievably good deal (54% of retail), only to learn it was an honest mistake and apologize. Per Amazon's Policies regarding listing errors, we have provided a prepaid return shipping label and will issue a full refund once the order is returned in its original condition. Note, all returns must be received in brand new, unused, resalable condition, with all accessories, hardware, and instructions, in the original manufacturer's packaging. Alternately, we can offer a discount of 15% ($40.95) to keep the order as is. We have issued a refund to the order for $40.95, if you choose to accept this offer you do not need to take any further action. If you prefer to return the order for a full refund, use the prepaid return shipping label provided on your return request to ship the item back. Upon receipt in our warehouse, it will be inspected and the balance of the order will be refunded within two (2) business days. In the meantime, if you have any further questions, or need additional info, please do not hesitate to let us know. Best Regards, Loretta Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already received this exact generic response on Amazon. I'll accept what I bought, at the price I bought it at. This is not difficult, and it's not amazons "automated programs" fault. Business Response /* (4000, 9, 2022/08/10) */ Good Morning, We apologize for the frustration and disappointment this situation has caused and will continue to work to prevent these types of issues in the future. Best Regards, Loretta Consumer Response /* (3000, 11, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) EXPLAIN WHY YOU DIDNT CANCEL THE ORDER! Telling me you'll continue to hope it doesn't happen anymore isn't answering any of my concerns.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business is selling items on Walmart's website. I ordered two of an item (Lucas 0w-40 motor oil) that indicated the quantity was "1 qt - set of 6". I should have received two orders that totaled 12 quarts of oil. The seller sent 2 quarts of oil. Contact has been made and they only offered me to return the two quarts. I should not have to package and return the 2 quarts and I should receive the other 10 quarts. Seller apologized for the "listing error" so they acknowledge that the error was in their end and not mine.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/27) */ Good Morning: First, we sincerely apologize for the listing error which resulted in your order not being what you expected. When uploading new parts to Walmart.com, we provide them with a list of part numbers and UPC codes, and they match it to existing listings. While this is an efficient way to add hundreds of parts quickly, it can occasionally lead to mistakes such as this. I understand how disappointing it can be to believe you have found an unbelievably good dealonly to learn it was an honest mistake and sincerely apologize. We have removed the listing from our inventory and notified Walmart of the matching error to ensure it does not happen again. As of this morning, it appears that Walmart has updated the text of the listing so that it shows it is only for a single quart. The photo still shows six bottles, so we have opened a new case with Walmart.com to have this updated. As sellers do not have the ability to create or change listings on Walmart.com, their policy requires us to provide a prepaid return shipping label and issue a full refund upon return of the order in brand new condition. However, to apologize for the frustration and disappointment this situation has caused, we have issued a full refund of your order on Walmart.com, and you will not be required to return the two bottles you received. Walmart.com will process the refund back to the original form of payment, please allow 1-7 business days for the funds to reflect in your account, depending on your bank's policies. In the meantime, if you have any questions, or need additional info, please do not hesitate to contact us directly by replying to this message. Best Regards, Loretta

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩