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:02/08/2023

  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.

  I place an order on Truck Part Superstore website and never received the product. It has over a month and I still haven't received the product. I have phone several times and left messages. No one has ever returned my call. I have left emails asking the status and was finally given details pertaining to the product I ordered.
  
  I was given a link to the courier that was to send the product only to find out that the tracking number I was given does not exist. I emailed Truck Part Superstore to see if there was a mistake on the tracking number but have never got a response.
  
  I did ask for a cancelation of my order and was told that there would be a 25% restocking fee. But the product I ordered was never in stock and it was on back order.
  
  The product I purchased was approximately $1700.00 CAD. In the past Truck Part Superstore has been reliable for me.
  
  All I want is a full refund. I feel that I shouldn't have to pay a 25% restocking fee for a product that was never in stock.

  Business Response

  Date: 03/08/2023

  Hello,

  The item you ordered was not in stock at the time of order. The backorder arrived and shipped out to you 07/28. It appears there was one digit off in the tracking number you had initially received and this has since been corrected and a new email notification was pushed out to you. Unfortunately since this order has shipped, we are unable to cancel or make any changes to it, sorry.

• Initial Complaint

  Date:13/07/2023

  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.

  The company provide misleading shipping dates, and attempt to profit (upwards of 25% of purchase price) should you attempt to cancel the order.
  
  Company quoted me 4-6 weeks delivery and have amended it to 16-20 weeks after they received my money/ order.
  
  I started this was unacceptable, and they demanded 25% of the purchase price to cancel the order.
  
  I asked for verification that they even placed the order and they refused, once again demanding 25% of the order.
  
  It's my experience they are intentionally misleading customers in the hopes of profiting from a ridiculous cancellation fee (for a product they may/ may not have even ordered from the vendor).

  Business Response

  Date: 14/07/2023

  This item has been on order for you since the day following placement of your order. No business is going to bring you into the loop on B2B transactions unless you are an employee. All backordered and special-order items cancelled within 90 days are subject to a 25% restocking fee upon cancellation, or a 100% store credit can be issued. All of this is indicated within our refund policy and on your invoice. If you can't wait up to 90 days for a special-order item for a 25 year old vehicle, don't order it. 

  Customer Answer

  Date: 14/07/2023

  
  
  Complaint: 20318309
  
  
  
  I am rejecting this response because:

  As the respondent so flippantly stated,  they only inform customers of their policies when unable to meet their own 4-6 week delivery quote "on their invoice".

  Which is after the order is placed/paid for. 

  This is both misleading, and unethical.

  Further, TPS then demanded 25% of the invoice price to cancel their order that they know will not be received in their quoted timeframe(s), nor will they provide assurances that an order was even placed.

  Again, as a policy they notify you of on the already paid invoice, this has the resemblance of a method designed to make them a quick 25% from frustrated customers who now cannot complete projects on time using TPS services. 

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

  Business Response

  Date: 17/07/2023

  We told you ********** sends us stock orders approx. every 4-6 weeks. This is true based on approximation. Whether or not ********** has the item available to ship is another thing. Since this item is internally backordered at **, it didn't arrive on the stock order received between your order being received and today. At no point do we make a promise or guarantee on backordered or special-order items. It's virtually impossible since we're reliant on not only the manufacturer, but inbound carriers, the CBSA, receiving backlogs, and outbound courier shipping timelines. 
  
  You bought a set of OE style flares that is special-order non-stocking due to vehicle age and commonality... 25+ year old Yukon/Tahoe. If you do not want to wait, don't order. If you want to cancel, yes there is a 25% restocking fee or refund to store credit because I have no desire to put these on the shelf once they arrive and would have never ordered them in if it weren't for your order.
  
  Make you a deal... send me a picture of this item ********** 40905-02 and the corresponding invoice at comparable price (without express freight) in front of your address, shipped from one of the 4 aforementioned companies you claim have inventory prior to us getting you tracking for the set I have on order for you and I'll refund you in full. 

  Customer Answer

  Date: 18/07/2023

  
   
  Complaint: 20318309
  
  As requested. You'll note they are instock, at a lower price than yours. Please refund my money so I can complete my project this summer.
  
  I only have 90 days of nice weather to fix up my truck. Cost is not the primary factor. Shipping speed is most important.
  
  I am just one of many who feel mislead from your shipping quotes on your website (over 25% of people in your reviews specifically point out shipping quote issues).
  
  Might I suggest an easy fix is to change your website wording, or change the quote to a more realistic 8-12 weeks. See attached
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:22/06/2023

  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.

  Date of transaction: April 23, 2023
  Purchase item: window visors
  Amount: $119.42+tax
  Dispute: after 2 months item is still received.
  Business claims to have contacted the manufacturer 2 weeks ago but got no reply.
  I wanted to cancel the order but business is CHARGING 25% RESTOCKING FEE for an item that they do not even have in stock or store credit but I am too traumatized to order to do business with me again and would appreciate a full refund as order is taking way too long. ***** ******

  Business Response

  Date: 26/06/2023

  Please review the following from our refund policy, which can also be found on your invoice:

  Cancellations - Backorder / Special Order
  Cancellations on any backordered or special order item within 90 days from date of purchase for any reason WILL BE SUBJECT TO A 25% RESTOCKING FEE DEDUCTED FROM YOUR REFUND ($10.00 Minimum) to recover the costs of unplanned surplus inventory, administration costs, and credit card transaction fees. Orders cancelled outside of 90 days from date of purchase for any reason will be subject to a 5% restocking fee to recover administration costs and credit card transaction fees. Alternatively, we can offer a store credit for the full amount and/or apply this amount toward an alternative item. Special order items cannot be cancelled whatsoever if they have shipped from the manufacturer and are inbound to TPS.
  
  Any payment disputes or credit card chargebacks against an order will be considered a default on payment owed to TPS. TPS reserves the right to send the defaulted payments in full, and any debts owed to TPS to a collections agent including a 30% collection fee.
  
  Customers that refuse the shipment of any fulfilled order will be refunded for the cost of their order, minus any freight costs incurred by TPS and restocking fee, if applicable. This excludes special order items which are non-returnable.
  
  AS INDICATED ON THE PRODUCT PAGE, PLEASE CONTACT US FOR AVAILABILITY BEFORE MAKING A PURCHASE IN ORDER TO AVOID DISAPPOINTMENT AND ASSOCIATED CANCELLATION FEES.
  
  Backordered items are defined by TPS as any out of stock products that we do not currently have in stock, but are typically stocked.
  
  Special order items are defined by TPS as any products that we do not stock as a shelf item which may be due to lack of popularity or the part has various options that make each order unique. This does not mean the part is not currently available. Many manufacturers keep less popular parts they produce in stock and can ship these with our next stock order. Otherwise, the factory may have to produce or final-finish a part which typically ships in 4-6 weeks but can take up to 12 weeks or more for certain parts.
  
  We do not guarantee estimated delivery dates for any special order or backorder, since there are many variables involved in obtaining these parts. Updates on these orders are provided upon request. If you would like an update on the estimated ship date for your order please contact us, but understand these are estimated ship dates (ESDs) provided to TPS by the manufacturers. The only information we can provide is what's given to us by the manufacturers when it is given to us. Many manufacturers are slow to respond and some may decline to offer an ESD if they are experiencing material delays.

  Customer Answer

  Date: 26/06/2023

   
  
  Complaint: 20223419
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:29/05/2023

  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.

  ***** ****** *****
  I placed an order for an item that was IN STOCK than received email several days saying it was special order. I was emailing the staff and as soon as i mentioned *** and refund and they never replied to me since. I dont want the part i ordered i just want a refund. Also i think a 25% restocking for an item that they dont actually have on shelf is ridiculous as they order it from the manufacturer.

  Business Response

  Date: 29/05/2023

  This item has never been in stock in our store's history, so your claim that it was in stock when ordered is false. It's special-order only, meaning it needs to be purchased in order to be brought in. Please review the following from our refund policy, which can also be found on your invoice.

  Cancellations - Backorder / Special Order
  

  Cancellations on any backordered or special order item within 90 days from date of purchase for any reason WILL BE SUBJECT TO A 25% RESTOCKING FEE DEDUCTED FROM YOUR REFUND ($10.00 Minimum) to recover the costs of unplanned surplus inventory, administration costs, and credit card transaction fees. Orders cancelled outside of 90 days from date of purchase for any reason will be subject to a 5% restocking fee to recover administration costs and credit card transaction fees. Alternatively, we can offer a store credit for the full amount and/or apply this amount toward an alternative item. Special order items cannot be cancelled whatsoever if they have shipped from the manufacturer and are inbound to TPS.
  
  Any payment disputes or credit card chargebacks against an order will be considered a default on payment owed to TPS. TPS reserves the right to send the defaulted payments in full, and any debts owed to TPS to a collections agent including a 30% collection fee.
  
  Customers that refuse the shipment of any fulfilled order will be refunded for the cost of their order, minus any freight costs incurred by TPS and restocking fee, if applicable. This excludes special order items which are non-returnable.

• Initial Complaint

  Date:02/04/2023

  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.

  I ordered a Grant steering wheel and hub adapter for my car. The listing on their website said it was in stock. Fast forward a couple days and was told it was on back order from supplier and I needed to wait for my item to ship. I was given a run around by the customer service team saying that it would just be a "little longer" and to not cancel the order. So I waited too long, out of my buyer protection. After 8 months I cancelled the order and was told I would receive a 95% refund. Since February 10th, 2023, it has been over a month and have not received anything through my ****** and was told by the TPS rep that my refund was "somewhere in ****** land". The transaction number showing on my refunded invoice differs from the transaction number on my ****** account. ****** claims that they have no record of TPS sending a refund through to my account and they can not help me since my transaction is outside of the 180 days.
  
  There has been no further accommodations made and I feel as though they took advantage of me, a 17 year old high school student. I was told that my wheel would be in "soon", which was months of waiting while they already had my money.

  Business Response

  Date: 03/04/2023

  This order was cancelled and refunded to ****** on 02/10/2023 as requested. If you did not get your money back from ******, that matter must be addressed with ****** as our team discussed with you at length.

  Customer Answer

  Date: 03/04/2023

  
  
  Complaint: 19887231
  
  
  
  I am rejecting this response because:I have contacted ****** about this alleged refund and they tell me there are no records of a refund being filed by you guys. The transaction ID on my ****** does not align with the ID on my refund invoice. Something does not make sense as $227 does not dissipate into thin air. But right now you guys have shrugged it off as ******'s problem.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/04/2023

  If you are unable to retrieve your money from ****** directly, you may have to speak with your credit card provider. Once we cancel an order, the funds are deducted from our account and generally the refund shows on the customer's ****** immediately. If this is not the case, that is between yourself and ****** and there may be an issue with the account. There is literally nothing further we can do, aside from cancelling and refunding an order - which was done on 02/10 as requested. We no longer have funds for this order.

  Customer Answer

  Date: 03/04/2023

  
  
  Complaint: 19887231
  
  
  
  I am rejecting this response because: I find that hard to believe as ****** said your supplied transaction ID was not traceable and that there was no sign of a refund on the original transaction. If you would be able to show visual evidence of the money being refunded to my ****** I would gladly accept that as a response and retract any statement I had made previously. Since there was no effort on Truck Part Sueprstore's behalf to amend the situation, I felt there was no option than to file a dispute on here. I feel it is childish and unprofessional to tell a customer that ties are to be cut and no further contact made, over a *** complaint.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/03/2023

  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.

  My order was damaged when received by ***. I made a claim to *** for damaged package. They pick-up it, inspect it and return it to the shipper at Edmonton, postal code T5Y 3V2.
  I ask truckpartsuperstore for my refund. They refuse and said they don't have received the return. But with the tracking #, the shipper at Edmonton have received it 21 fev 2023 at 3:24 pm. Now i wan't my refund or they can return me the package if they don't want my return. They refused.

  Business Response

  Date: 04/03/2023

  This shipment was not returned to us. We do not have any business entities at T5Y 3V2. We cannot refund a customer for items not received.

• Initial Complaint

  Date:18/11/2022

  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.

  I ordered a cold air intake kit for my truck after saving up for months. I found a style liked and found one for sale at truck parts superstores website. After ordering it the next day I realized I was charged almost 100 dollars more in the checkout and still let that go. Another day goes by and I'm told I have to pay ANOTHER $130 shipping for a rural area. I live on a gulf island on the west coast of Canada that has a post office and everything and is definitely not a rural distance from normal shipping, I also let that slide. On the day I received the package I opened it up to find that it wasn't the style I ordered and did not match the product description. I contacted truck parts superstore and they told me the style must have changed. I asked for a partial refund and they said they won't refund me and is have to pay out of my own pocket to ship it back. I said I wasn't happy with either of those options since they sold me something different than advertised. I later found out that the style they advertised never existed so they had falsely advertised the product I purchased. I feel ripped off completely as I spent over $600 dollars in total for something I didn't want and now they won't respond to me or make things right. I just want a partial refund because it's not okay to treat people like this. I'm now stuck with something I didn't want and if I were to return it, it would cost me nearly $300 dollars in shipping in total and then I'm just out $300 dollars and don't have the part for my truck. In the attached files you can see I'm asking why I didn't get what I ordered and they told me it's final and they won't be fixing their problem even though they advertised a product that never actually existed. Also attached is the volant sales rep telling me they never made the product truck parts superstore advertised.

  Business Response

  Date: 21/11/2022

  As we previously discussed at length, you live in a remote area which is extremely expensive to ship to which is why you were charged additional fees per our shipping policy. Further within this same complaint you've written, you literally disclosed the shipping costs yourself... so I'm not sure how this is even a relevant complaint at this point since you know the shipping cost yourself?

   

  As far as the intake goes, the deviation from the product description (which is provided by way of a direct live data feed from the manufacturer, not written or controlled by TPS) is extremely minor and trivial and does not affect the performance of the product whatsoever. We do not know when the manufacturer changed production to move away from a clear cover, but as they mentioned... It is not available at this time and will not be again. Since all manufacturers reserve the right to change products at any time, and the product is 100% functional, it is not something that is covered by warranty and thus you will be responsible for the costs of shipping if you want to return the item. This is not false advertising, it's an extremely minor production change and not something that TPS is going to compensate you for, sorry.

• Initial Complaint

  Date:13/10/2022

  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.

  I received an item that was not as pictured, even though well before ordering it confirmed with customer service I would get exactly what was pictured.
  
  When I reached out for a refund I was told the manufacturer can change their parts at any time and I have to deal with it.
  
  No where on the website was this stated at.
  
  I have lots of proof via emails and messaging to support the fact I made 100 percent sure I would get what I ordered beforehand and when i didn't I was told too bad and basically that's it.

  Business Response

  Date: 14/10/2022

  If you have an issue with the update that the manufacturer made to the kit, feel free to reach out to them because we have no control or influence over what they do with their products, photos, or data. At the end of the day we shipped the sku that you ordered, the kit was then returned as a missing parts claim. No parts were missing per the manufacturer and the kit is 100% functional and has been returned to the shelf to be re-sold. So this is not a valid warranty claim but rather a return to stock due to change of mind/personal dissatisfaction which we do not cover shipping costs for. 

  Customer Answer

  Date: 14/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: before ordering the item I asked customer service if I would receive the item in the photos and I was told I would get exactly what was pictured. Had there been an indication on the website or with the customer service that I may receive something different than what was pictured then I wouldn't have ordered. It's like showing an item that is blue and when it shows up its red because the manufacturer changed supplier's, completely understandable but as a customer I shouldn't be held responsible for not being happy with getting a product different than what was pictured, especially when I made contact before it was shipped to confirm I would get exactly what was listed and photographed on the website.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 14/10/2022

  The change that this manufacturer made to the item is extremely minor and inconsequential to the functionality of the heater. As stated at least 10x to you now, if you are unhappy with the change made by the manufacturer, please reach out to them as it is not something we have any influence or control over. We attempted to make a warranty claim for you, the manufacturer said there is no parts missing and therefore nothing to warranty. Thus you are responsible for the costs of shipping on this return since there is nothing wrong with the item.

  Customer Answer

  Date: 14/10/2022

  
  
  ********** ********
  
  
  
  

   

  I am rejecting this response because: this is not a minor change, the kit went from two floor vents, two body vents, a defrost vent and a dash mount with switch, to a kit that can only two floor vents and two defrost. I have no doors on my sxs and was 100 percent relying on the two vents that face the driver and passenger body to stay warm hunting. There are other manufacturers that make heater kits for my machine and went with RC and your company because I was specifically after those dash mounted vents. I made copies of the entire TPS website and checked over all the fine print, nothing states the customer is responsible for manufacturer's changes to products and again I was very clear in asking before hand if I would get what was pictured. I didn't even get an apology, just a too bad not our problem. I'm not going bankrupt over 40 dollars for the shipping here, but as a bussiness owner Aswell I know when a customer is right and wrong and I did my part clarifying what I was paying for and didn't get it. I thought this would be a way to resolve the issue but i am also going to presue legal action now. Again, not about the money at this point, I just don't like being told I am in the wrong when I know I am not. 

   

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

  
  
   
  
  

  Business Response

  Date: 14/10/2022

  From Terms of Service:

  On rare occasions, erroneous price or availability listings may appear on our website or independently operated affiliate sites. While we apologize for the inconvenience such an error may cause, truckpartsuperstore.ca reserves the right to correct inaccuracies at any time, with or without notice, and update any related orders.
  

  PRODUCT DESCRIPTIONS
  

  Truckpartsuperstore.ca and its associates attempt to be as accurate as possible. However, Truckpartsuperstore.ca does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Truckpartsuperstore.ca itself is not as described, your sole remedy is to return it in unused condition.

• Initial Complaint

  Date:09/09/2022

  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.

  Ordered a set of lights for my truck in March. They keep saying the same thing when I enquire about my order. It wasn’t shipped and give me a new ETA every month. I have asked for a full refund a few times and they don’t. Almost 6 months now and I feel they ripped me off. I even had to pay an extra fee of almost a hundred dollars to help get my order expedited. I’m out almost $300 with no recourse.

  Business Response

  Date: 10/09/2022

  Hello *****,

   

  This order is for a special-order non-stocking item, as explained to you at the time your order was processed. Our special order policy can be found on your invoice (attached), within our refund policy, and on the special-order notification we sent to you 03/15.

   

  The estimated availability date from the manufacturer for this item is 09/30 as we shared with you. Your item will be shipped to us from the manufacturer as soon as it is available since you opted for inbound freight on this order. Once it is received here and the customs, etc. has been handled, the item will then ship to you.

   

  Alternatively, you may cancel the order and pay a 25% restocking fee for the special order item as we have explained to you previously. 

   

  I've included our Special Order item FAQ below, which addresses the process, as well as the reason for the 25% restocking fee. Please let us know if you require any further assistance.
  
  
  FAQ:
  
  
  · How often does TPS receive stock orders?
  o Stock orders are shipped from manufacturers once their minimum order value is met for prepaid (by the manufacturer) inbound freight. This value fluctuates between manufacturers, but typically ranges from $5-30K. With fast moving product lines, such as ******* ********** ***** ******** ***** ****, etc. it's relatively easy to forecast when these orders ship; however, with slower moving product lines, it can be a little more sporadic depending on sales volume. We are happy to provide you with an estimated ship date for a stock order and/or an estimated ship date with inbound freight upon request.
  
  · Why does TPS only allow 1 business day to cancel/modify orders?
  o Payments are authorized at the time of purchase, not captured. When an order is processed, if the items are in stock and available immediately, the payment is captured. If the items are not available immediately, we push out this notification prior to capturing payments the following business day. All credit card payment providers have an authorization period to allow a charge to be made to a customer's credit card. The authorization process first checks that the credit card is valid, and then that the card has enough funds on it for the transaction. The authorization period will end after a certain amount of time. The length of the authorization period depends on your credit card payment provider. We must capture a payment within the authorization period to collect money for your order, or we will be penalized a fee, or in some cases not allowed to capture payment at all.
  o In the past we have found that allowing an extended period, such as 3-5 business days, which is the maximum allowable by the credit card payment providers, causes further undesirable delays for the customer receiving their items.
  
  · Why must these items be paid in full up front?
  o We must capture a payment within the authorization period to collect money for your order, or we will be penalized a fee, or in some cases not allowed to capture payment at all. We cannot hold a payment in authorization status until the goods are received at our warehouse. See above for more details.
  o As a small business, we do not have the resources to seek payment for goods after they are received at our warehouse. Additionally, should a customer not pay for the items when they arrive, we would have excess unplanned inventory which causes financial issues for our business.
  
  · Why does TPS apply a 25% restocking fee for special order items cancelled after 1 business day?
  o Once these items are placed on order by TPS with the manufacturer, they cannot be cancelled under any circumstances. Manufacturers require a certain level of commitment from their retailers, especially on obscure, low volume items which are often made-to-order. We must have the same level of commitment from our customers. Special order items are not stocked by us, as there is not enough sales history, if any at all, to justify keeping the item on hand. All payment processors charge a fee for capturing payments. In most cases, this is approximately 3%. These fees are not refunded to TPS when an order is cancelled and refunded to the customer. Unfortunately, we must pass that on to the customer so that TPS is not losing money for processing and cancelling an order. The additional 22% is to cover administration costs for processing and cancelling an order, as well as compensate for unplanned, undesirable surplus inventory for which we have no prior sales history.

• Initial Complaint

  Date:11/08/2022

  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.

  Poor customer service and terrible communication hostyle at times Converted order to special order after payment Not able to give an ETA or status of part ordered 20 weeks after part ordered that was supposed to only take 10 to 12 weeks I complained to *** *** and got my money back 2 weeks after receiving my money from *** *** TPS sent me used damaged parts that were not even the correct parts that I ordered so I sent them back now they have put me in collections with ********* Im not paying for junk parts

  Business Response

  Date: 16/08/2022

  Hello,

   

  We have many many instances of email and SMS communication with you, so stating that we offer poor customer service and terrible communication is simply not true. This item always has been and always will be a special order item anywhere in Canada. No one stocks this item. So, yes... this item definitely took longer to receive than what the manufacturer initially advised us. However, the delivery time is not something within our control when it comes to manufacturer's shipping stock orders. We've discussed this at length already, so I am not going to beat a dead horse. You are correct in stating that your order arrived damaged and we apologize for the transit damage. Once the product was returned, a credit release was issued for the balance owing to us.