Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted an order via their web portal for a TKX transmission which was over $5,000.00 Cdn.They had it in stock and everything seemed like any other normal website, but then recvd an email asking for ID verification and was provided a link to do so. I submitted my ID several times - my Drivers licence, an invoice showing my address, and work address where I want it delivered, but they never recvd anything. So I emailed directly via an email (as a response), and they STILL want a photo id of me holding my id. I sent that. I ordered this over a week ago, and the payment has been applied to my ***** How can they charge without ID, but wont sell when ID is provided several times. They keep claiming they are concerned of fraud but its me having concerns of them being a fraudulent company running a ******** I;m getting ghosted, and I cant call them as their message says they dont offer customer support over the phone.All I want it my money back at this point as I do not want to deal with a company that takes your money and doesnt send the product (which they havent at the time of me typing this).Email of confirmed order, I recvd Mar 27th..and its been back and forth with this ID verification since.

  Customer Answer

  Date: 07/04/2025

  It seems they finally have confirmed my id after all the hassle. They indicated they will send me a tracking number within ***** hours.  I will advise if that happens.

  Business Response

  Date: 09/04/2025

  Dear *****,
  Thank you for your recent order with Truck Part Superstore and for taking the time to share your concerns.
  We understand your frustration surrounding the ** verification process, and we appreciate your patience throughout the situation. With high-value orders like yours particularly those over $3,000 CAD or involving mismatched billing and shipping details our system triggers enhanced fraud protection protocols. These protocols are in place not only to protect us, but also to protect cardholders like yourself from potential misuse or unauthorized activity.
  In your case, our team requested ** verification through a secure third-party platform. While it appears there were challenges submitting your documents through that platform initially, were glad you were eventually able to complete the process successfully. Once that was confirmed, your transmission order was promptly released and shipped as planned. Your order was fulfilled and shipped on April 9, with tracking number BMK000604385.
  We recognize that requiring ** after payment authorization can feel counterintuitive. However, please note that authorizations can be captured and later refunded if fraud is detected which is why we dont ship or cancel until verification is complete.
  Were sorry for any confusion or stress this created during your experience. We strive to be both secure and responsive, and we acknowledge that verification delays can be frustrating. Your feedback is helpful and weve already reviewed this situation internally to improve the clarity of our process.
  Thank you again for your business and for helping us improve how we serve our customers.
  Sincerely,
  The Truck Part Superstore *************start="2729" data-end="2732"> Customer Experience *************start="2756" data-end="2759">***********************

• Initial Complaint

  Date:26/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a bumper Truck Parts Superstore. Unfortunately, not all the items that were advertised to be included with the bumper did not arrive when we received the shipment. The ad on their website indicated that fog lights where included and we have screenshots from their site stating this. they have now removed the fog lights included from their website. I have attached the email communication and screenshots of their site for reference.

  Business Response

  Date: 31/03/2025

  Dear York,
  Thank you for taking the time to share your experience with us.
  We understand how frustrating it was to receive your ARB *******K bumper without the fog lights you were expecting especially when our product listing at the time clearly stated they were included. You were absolutely right to raise this concern, and we appreciate that you came to us with documentation to support it.
  When you first reached out, we investigated the issue with our warehouse and our representative at ***. Unfortunately, we were initially misinformed by *** we were told the bumper included only fog light cutouts, not the lights themselves. This understandably caused confusion and delay in getting you the clear resolution you deserved.
  However, after digging further, we found that **** own product data at the time matched what was shown on our website confirming that your expectation was completely justified. From there, our team went back to *** and successfully advocated to have the fog lights provided at no additional charge. Were glad we could resolve this properly and fulfill the order in full as advertised.
  While we aim for fast, seamless service every time, we also know that how we respond when things dont go perfectly matters even more. Thank you again for your persistence and patience while we worked through this and for giving us the opportunity to make it right.
  Sincerely,
  The Truck Part Superstore *************start="2052" data-end="2055"> Customer Experience *************start="2079" data-end="2082">***********************

• Initial Complaint

  Date:22/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an auto part off of this store. I wanted to cancel the order before it was shipped but they refused to cancel the order unless ID was provided. They charged my credit card without ID,now they want ID to reverse the charge. I would not have made the purchase from this store knowing I had to give ID (don't trust online retailers). They are holding my credit card hostage until i give them my ID.

  Business Response

  Date: 04/11/2024

  Our payment platform (******) notified us that there is a risk of fraud for this order. This may be due to incorrect billing information, the use of VPN or web proxy, order location far from address, suspicious email address, or other indications typical of a fraudulent or unauthorized *********** verification is required to process and fulfill your order. The order is frozen until this process is completed. It shouldn't take more than a minute or two and once verified we'll get your order on the way for you as soon as we can. Please note this process cannot be done by phone.This process is provided by an encrypted 3rd party and its sole purpose is to ensure 2 things:1. You are the individual being billed for this order.2. This is an order that you have authorized.These two things mitigate your risk of payment or identity theft as well as our risk of seeing a payment dispute or chargeback for fraudulent or unauthorized orders, which (unfortunately) is becoming more and more common these days.For more information on security, please visit this link ******************************************* Thank you for your cooperation.
  

• Initial Complaint

  Date:22/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered running boards from them. Paid for the insurance just for piece of mind on the shipment. Received an open box, and the running boards had dents and paint chips all over. Company would not send a new set out and told me to submit a claim. They also stated that it wasnt an open box, I have pictures showing otherwise. I submitted a claim and it got denied. I am now trying to deal with the manufacturer to get replacements and hopefully they pull through for me.

  Business Response

  Date: 22/10/2024

  We received a claim for shipping damage but did not receive any photos of the packaging as it was delivered and thus cannot create a claim for shipping damage. For any internal issues with this brand of product, the manufacturer handles warranty direct to customer, which is not something we influence or control. As previously discussed, if you believe the product was damaged in shipping and would like to submit another claim with evidence of such, please do so ASAP before that window of opportunity expires. Unfortunately there are no amount of bad reviews, complaints, or otherwise that will change the requirements for these claims. 

• Initial Complaint

  Date:02/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 31, 2024 I ordered a ****** 0-4412-Bkx Ultra Carburetor, value with tax and shipping $1184.63, online from *************************. I recieved it August 06, 2024. I realized I could not use it and followed their online instructions to return it. August 20, 2024 I recieved their email instructions. August 23, 2024, I sent the carburetor to the Ontario address provided by Purolator Purolator tracking ************ showed that it was recieved by them at the address provided on August 27, 2024. September 12, 2024 I recieved an email from *** stating my return was rejected because they did not recieve it before 30 days. I wrote back by email (I believe it is impossible to speak to an actual human being) and showed proof of delivery within their deadline. However, once they recieved it, tracking shows it was shipped to *******. A customer service *** named ****** said he would reopen my return starting Sept 12, 2024. He told me that he needed to trace it. I did not here from him so a few days later I called Purolator and asked them to trace my return. A trace agent from ********* got back to me the next day and stated that the package was delivered and recieved by *** and then it was shipped on to their international depot. He said US shipping companies take it from there but that I completed my obligations for the return and so the return should be successful. ********* agent said that I needed to contact the company for next steps. I sent ****** (the *** agent I have been emailing) the email that Purolator sent me and ask what the next steps were. I recieved an email today from ****** that said he was looking for an *** and would get back to me. I responded back just now asking "An *** for what and to where?" I told him that I have completed my end of the return obligations it was *** turn to complete the return and send me my money back.I have lost all confidence in this company. I could really use your Influence.This is a lot of money to loose! **

  Business Response

  Date: 24/10/2024

  This return was refunded minus the cost of shipping and restocking fee on October 3.
  

• Initial Complaint

  Date:19/08/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** mat from this business online. I based ** decision to buy based on the fact that they had two options for ** van ***** area ******. One option was too short (101") which I knew wouldn't fit because I knew it was a 12' bed. So I chose the longer option that was available on their site. When I received the mat, it was much too long.After looking into the options on their site, I realized the short ****** option on their site is wrong, showing it as 101" when it should be 142". I contacted the site via online chat and explained that their site shows the wrong ****** for ** van and I ordered the wrong ****** because the site doesn't actually have the correct info. They told me I should have ordered the shorter one because it was the correct one for ** van. I tried many times to explain that the specs of their site show the incorrect ****** for the mat for ** truck. He explained that it didn't matter and I should have known to order that one, even though it shows a much shorter ******. I reached out to the manufacturer of the mat to get info about the mat ****** for ** van and the mat that is for the extended version. They sent me info showing that TPS's option for ** van ****** is incorrect. I again explained to their online chat employee that their site info is incorrect. He eventually acknowledged it, but did not accept any responsibility for the error and blamed me for making the mistake. While I should have realized the mistake, I ordered out of deduction knowing that ** van wasn't going to fit their site's incorrect specs for the short version of the mat (101"), so I ordered the longer one assuming it must be the correct one for ** van as there are only 2 options.After a frustrating chat conversation, I wanted to return the mat for a refund. He explained that I needed to cover the cost to ship it back, plus the shipping they paid to get it to me, even though I wasn't charged shipping on ** invoice.Screen shots attached showing details.

  Business Response

  Date: 20/08/2024

  Per your explanation to both me and our staff, you own a 159" WB Promaster, *non-extended* with an approximate requirement of 144" length per your own arbitrary measurement. The item you ordered is VTDP14L*, with the * at the end corresponding to extended and the fitment details specify "1/2 in. Closed Cell Foam; Mat **** 156 1/4 in. x 73 3/4 in. Wheelbase: Extended Wheelbase - 159" WB Extended". This is order error, you ordered the wrong item.

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22164180
  
  I am rejecting this response because:

  I've attached the screen shot of your website where your staff told me to go to find the mat for ** vehicle. I've also attached a screenshot of the fitment section of that same page showing the specs shown for the mat for ** vehicle. 

  Are the dimensions for the mat length that I've circled in red on that page and on the fitment section of that page correct for ** van *******

  Please answer the question. 

  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/09/2024

  According to the manufacturer, yes. 

  Customer Answer

  Date: 17/09/2024

   
  Complaint: 22164180
  
  I am rejecting this response because your answer is false. I have attached a screenshot of an email from the manufacturer showing the correct length for ** vehicle. Please note that your employee ****** already acknowledged that the specifications on the webpage on your site were incorrect for ** van ******************** called the manufacturer twice to confirm that the sizes on your site are incorrect. They confirmed that the sizes on your site are incorrect via a phone call and two emails sent to me showing the correct size. This is an error on your site that mislead me into thinking I should have purchased the larger size mat for ** truck. 

  The page on your site for ** van *********** says: 

  2014 - 2024 Ram ProMaster 2500 - 1/2 in. Closed Cell Foam; Mat **** 101 1/4 in. x 73 3/4 in. Wheelbase: Long Wheelbase - 159" WB

   

  The correct size according to the manufacturer are:

  My van: Ram promaster 159WB 142" 1/4" X 71"  VTDP14L
  

   

  Because of this error, I was led to believe I was supposed to purchase the larger mat, because I knew 101" was not long enough. I've never purchased a mat for this van, so I didn't know if there was some kind of measurement anomaly that I wasn't aware of for the larger mat, but I knew 101" was not long enough. I figured that a company with integrity would fix the problem and replace the mat I purchased based on incorrect information on the website. For some bizarre reason, you have not taken responsibility for this incorrect information, denied that your company is in error and continued to blame the customer (**self) for 100 percent of the fault in this case. Your company has 24 BBB complaints. Will this one be resolved with fairness or not? 
  
  

  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24, 2024, I placed an order for Ridjid car lights in the amount of 426.68, which were in stock on the website, after which I received an order confirmation email with ***** ****** *****. After a week of waiting, on January 31, 2024, I sent an email to the support service with a request to clarify the delivery date since a week passed and I did not see any changes in the status of my order. The support service told me that the product I ordered was out of stock and I had to wait about two months for this product, to which I replied that I would not wait that amount of time and asked to return those the money I paid. 02/01/2024 I received a response from the support service that I must pay 25 percent of the fines for canceling the order. I said that I would not pay and once again asked to return the full amount of payment, to which I received another answer that I needed to pay a fine and a link to their refund policy. 02/06/2024 I again asked them to return the money and wrote to complain about which a support employee named ****** wrote - I wish you good luck. It all looks like a **** and yet they laugh at you. To date, no money has been returned.

  Business Response

  Date: 08/02/2024

  I will copy/paste my exact response from your Google review:

  The item you ordered has special-order status, so it is not stocked. I checked through 90 days of inventory history for this item to confirm that it was not brought in within that time frame for another customer, cancelled, and placed into inventory and confirmed that was not the case. We have not had this item for at least 90 days and nor did we plan to prior to your order.
  
  Based on our helpdesk history, it appears as though English may not be your first language, so I'm not sure if there is a translation issue on your web browser, or simply misunderstanding with the verbiage on the product page, which states "Out of Stock" and also contains a button where you can sign up for back in stock alerts.
  
  Immediately upon order, the item was added to our stock order with this manufacturer as a special-order brought in specifically for you. For cancellations within 90 days from the purchase date, a 25% restocking fee is applied to cover surplus inventory and administrative costs. Beyond 90 days, a lower fee of 5% is applicable. Alternatively, we offer full store credit or the option to switch to a different item.
  
  I looked into the last portion of your review, regarding what you call your "demand" and what I call extortion - i.e. "Do X or I will do Y". Here is the exact message we received, after many attempts to explain to you the same as I have explained above:
  
  "Unfortunately, my experience with your online store leaves only negative emotions. I do not agree to pay any fines because I refuse the goods that I did not receive and demand a full refund that I paid earlier. I can’t get a clear answer from you, so tomorrow I, together with a lawyer, will begin the process of filing a complaint against your trading platform with the consumer protection authorities and I will also send feedback to ****** ******** ****** ."
  
  There comes a point of time where our helpdesk is only going to explain the same thing so many times before bidding you adieu and that is exactly what happened here. We don't respond to threats or extortion.

  Customer Answer

  Date: 09/02/2024

  
  
  Complaint: 21267324
  
  
  
  I am rejecting this response because:
  
  Dear seller, English is not my native language, but I speak it at a sufficient level not to use a translator, so I clearly remember that the product was in stock, but even if, according to your words, it was not in stock, according to federal law, I notified you of the refusal of the product less than 10 days and you must return my money to me. And your internal company policy is not the law. Thank you
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 09/02/2024

  Options to proceed with this order have been presented by email multiple times. We will not be addressing this again, as they have been explained to you a plethora of times and they are outlined clearly within our refund policy. Once you're ready to select one of the options made available to you within our refund policy, please email the helpdesk how you would like to proceed.

  Customer Answer

  Date: 09/02/2024

  
  
  Complaint: 21267324
  
  
  
  I am rejecting this response because:
  
  I choose the option of a full refund of my money. I hope one day the deception of people will end. Thank you
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:22/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, January 9th, I ordered four Rigid Industries 301993 Cover SR-M Series Amber Pros from ****************************** for a total of 127.19 CAD. At the time of the order, their website indicated that the items were in stock. After waiting for 10 days without shipment, I contacted them on January 17th for an update. They informed me that the items would ship in 6-8 weeks. I requested a cancellation and a refund, but they responded by stating a 25% restocking fee would be charged. I contested this fee, arguing that I had expected the items to be in stock and would not have ordered them if they were backordered. I received no further response from them, leading me to initiate a credit card dispute. Today, on January 22nd, I received an email from them stating that they would pass this matter on to a collections agent.

  Business Response

  Date: 22/01/2024

  Item was not in stock at the time of order, confirmed by our inventory history. We have -4 QOH after receiving this order. That could not and would not be the case if the item was in-stock.

  Cancellations - Backorder/Special Order
  

  Backorders & Special-Orders: For cancellations within 90 days from the purchase date, a 25% restocking fee is applied to cover surplus inventory and administrative costs. Beyond 90 days, a lower fee of 5% is applicable. Alternatively, we offer full store credit or the option to switch to a different item.

  
  Non-Cancellable Items: Once special order items have shipped from the manufacturer, they cannot be cancelled.

  
  Dispute Resolution: In case of payment disputes or chargebacks, we reserve the right to involve collections agents and credit bureaus. Disputing a payment does not cancel your order - it is simply a default on payment for purchase contract. If you'd like to cancel, please contact us.

  
  Shipment Refusal: If you refuse a fulfilled order, we'll refund the cost minus shipping both ways and any applicable restocking fees (except for special order items which are non-returnable).

  
  Please Note: For availability queries when not listed on product page, contact us before purchasing to avoid disappointments and cancellation fees.

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: 21180045
  
  
  
  I am rejecting this response because: Your store front state it is in stock and I have screenshot to prove it, not my fault to have an incorrect inventory tracking.
  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 23/01/2024

  Please review our inventory history attached. This order was placed 01/09.

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: 21180045
  
  
  
  I am rejecting this response because:
  
  It is your responsibility to ensure your online store showing the correct inventory, I have provide the screenshot shows it is in stock after I order it, I don’t have access to your internal inventory system.
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 23/01/2024

  Your skills on photoshop are impressive.

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: 21180045
  
  
  
  I am rejecting this response because: Your skill on lying is impressive
  
  
  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:21/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2022 I purchased a set of running boards for a 2022 Hyundai Tucson Ultimate Hybrid (***** *****). The specific running boards I purchased were advertised on Truck Parts Superstore and were claimed to fit my specific vehicle. After a failed attempt to install them myself, I consulted two local mechanics shops to install them and they both said they were not the correct fit for my vehicle. Through this process, I corresponded with the vendor regarding the fit issue and they said product fitment was good per the manufacturer and that I should reach out to the manufacturers tech support, which I did. All the manufacturer did, at this point, was send me the installation instructions that I already had, and by the way, indicate the products is for my vehicle.
  
  What has ensued since has been multiple emails, text messaging and telephone calls between myself and Truck Parts Superstore and the manufacturer. Most recently, an exchange with Truck Parts Superstore, where they have steadfastly refused to even reach out to the distributor or the manufacturer. This even after I eventually spoke to the manufacturer and they said the only way they would instigate a return was if the supplier requested a RMA.
  
  I spoke with the manufacturer again today and they have never heard of Truck Parts Superstore and suggested the transaction happened through a distributor, which was never indicated by Truck Parts Superstore.
  
  I am unable to upload the pdf I have of backup material so I will submit as is and can email the file once review of the complaint has been started.

  Business Response

  Date: 23/12/2023

  Your request to return came after over a year. Our return policy is 30 days. The only exclusion to that is an instance in which there is a manufacturer warranty issue whereby a manufacturer has requested us to facilitate the return in lieu of assisting a customer directly. In this case, we have not received any indication from the manufacturer that there is an issue with this product and thus we cannot issue a return authorization for it. This has been outlined to you multiple times. Your reluctance to provide any sort of communication with the manufacturer about this issue, or any confirmation by them that there is in fact an issue shows me that there is no issue with this product. 

  Customer Answer

  Date: 28/12/2023

  
  
  Complaint: 21040611
  
  
  
  I am rejecting this response because: I initially tried to work with Truck Parts Superstore (TPS) to find a resolution to the fit issue and was sent to the manufacturer. The only action from the manufacturer was to send me the installation documents, which shows the boards were supposed to fit my 2022 Tucson, and stopped responding after that. I submitted several requests for assistance through the manufacturers website, since Truck Parts Superstore were washing their hands of the issue and passing the issue back to the manufacturer. This requests went unanswered. The manufacturer has an 800 number that is not accessible from Canada and it took me a few months to get a non 800 number for the manufacturer. There were several calls to the manufacturer that went unanswered. Once I finally had someone with the manufacturer answer my call, they claimed they never had the particular running boards listed on their website stating they fit my 2022 Hyundai Tucson Ultimate Hybrid. The attached image of the installation manual indicates otherwise.

  The manufacturer kept stating that I could not initiate an RMA and the supplier, TPS, had to initiate the action for an RMA for fitment reasons. For whatever reason, TPS refuses to support me in this endeavor, so I am stuck with $600 running boards that they said would fit my vehicle, yet they do not.

  The business sent me a text message on Friday, December 22, 2023, as follows: "Who do you propose pays for the shipping from you to us, then us back to ***** *****?" I responded on Saturday, December 23, 2023, as follows: "I am willing to ship them directly to ***** *****, if this resolves everything." I have not received a response as of the writing of this response.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/01/2024

  The manufacturer rejected our request to return, stating that there is no issue with the product. 

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: 21040611
  
  
  
  I am rejecting this response because:

  I have taken the vehicle to two separate shops for installation and both have said that there is no possible way that the boards will fit the subject vehicle. I have also spoken to the manufacturer, on November 30, 2023 and December 21, 2023, and both times they said that the subject running boards were not a fit for the 2022 Tucson Hybrid Ultimate.

  Truck Parts Superstore should include evidence that the manufacturer is claiming the running boards are a fit for the 2022 Hyundai Tucson Hybrid Ultimate.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 04/01/2024

  As has been explained numerous times, the manufacturer will only authorize a warranty return if there is a defect with the product. They have found there is no defect with the product and that this is an instance of order error, which is not a valid warranty claim.

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: 21040611
  
  
  
  I am rejecting this response because:

  It is clear to me that Truck Parts Superstore is not taking ownership in their part of selling me running boards that do not fit my vehicle, despite advertising such on their website. The fact that they claim, without evidence, that the manufacturer is saying they fit, and contrary to what the manufacturer has told me directly, leads me to believe that there has been no effort to resolve this with the manufacturer. Truck Parts Superstore appears to be against any type of resolution to this issue.

  The only path forward for me, at this point, is to start legal action against Truck Parts Superstore.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:17/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These are new and in the box. Complained about the quality of the 1 st set and was send a replacement 2 nd set and were the same. Not at all quality that you expect for new product, looks like defective manufacturing to me. TPS will not open any box to check the quality for the consumer due to their rules. When inquiry made about refund was accused of using unreasonable conduct to get money returned. Their statement is the rings are only worth $20.00 each and you have 2 sets now, ***

  Business Response

  Date: 22/12/2023

  We received a complain regarding an extremely minor distortion in a set of chrome trim rings. We forwarded this complaint to the manufacturer as a warranty claim. The manufacturer sent out a replacement set free of charge. Customer received the replacement set and claims it has the same minor distortion. We relayed this information to the manufacturer and the manufacturer declined to warranty a 2nd set, stating there is nothing wrong with the rings. 

  Customer Answer

  Date: 22/12/2023

  
  
  Complaint: 21019933
  
  
  
  I am rejecting this response because: The original set I purchased had a manufacturer's flaw and then the second set they sent out was exactly the same, plus they never opened the box to see what they were shipping out. Their policy that I was told is the never open any package as customers do not like to see open packages. Both of these sets are unacceptable to use as "new", and they did get a chance to replace them with a different set of new stainless trim rings, that were made from a different material, but they chose not to respond to anything until a complaint was made with the ***. For a total of $106.00, I guess it must be very important to keep the cash rather than make a paying customer happy. The pictures you have been sent are of both sets and if you need any more I can supply. They are all for sale on marketplace for offers, and after 4 days nothing. Thank You
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 02/01/2024

  Unfortunately as discussed, the manufacturer has declined to warranty a 2nd set as they do not view this as a flaw. If you'd like to take it up with them further, you are welcome to do so. 

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: 21019933
  
  
  
  I am rejecting this response because: I am dealing with them as a retail store front, not the manufacturer of the goods. They are the retailer supplying the parts, therefor they are the ones that need to contact their supplier and resolve the problem between them and their supplier, and not get an innocent customer to start a claim against a manufacturer who is not involved with the customer in any way. This is the way retail businesses have always worked for years. A manufacturer is going to laugh at me for presenting them with the problem that is caused by a retailer that they supply, unless the retailer is buying "seconds or blems", in which case the is no comeback from any party. And this may be the problem in this case. I would like to see an arbitrator go in and open any set of the rings  in their new stock and look at the condition of them. 
  
  
  
  Sincerely,
  
  
  
  *** *******