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: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.

  I placed an order for floor liners with WeatherTech Canada on 4-Dec-2023 (Order#**********).
  On 5-Dec-2023 I received a confirmation email that they received the order and were wating on manufacturing. Followed up to see how long it would take to receive the order and was told a couple weeks but said they could ship half the order that was in stock. Told them that would be fine and received the partial order 13-Dec-2023. Installed it in my car and was not happy with the fit as it interfered with seat movement and floor coverage was poor. Removed them from my car and put them back in the box and then sent them an email stating that I wanted to return them as I was not satisfied. Was told that it was not their liners but the vehicle manufacturer's fault. Told them that is not correct as they claim to laser cut the liner for the vehicle. Told them that I wanted to cancel the order and send back the product. They are now telling me that if the liner was used then they will be shipping it back and keep my money. I know that they will say that they were used because they were installed in the vehicle as they have done to other customers. I have called my CC company and am disputing the charge there as well. *** *********** *** *** ***** ************** **** ******** ******* *** ***** ********. I've also contacted them by phone 3 times this week and customer service is the worst I have seen. Was also told that a manager would call me back and have been waiting for 3 days and no call backs even though I have left voice mail messages with the manager as well.

  Business Response

  Date: 18/12/2023

  We advised the customer that if the liners were not found to
  be in new and unused condition, they will not be credited back.  This aligns with our return policy which is
  readily available on our website and the link to this page is also found on
  their confirmation email.  However, we
  also offered, outside of our return policy, to pay for the return shipping for
  the items to come back to us to see if we can help the customer out because he
  was unsatisfied.  The concern with the
  fit is due to a variance in vehicle manufacturing that we cannot foresee or
  account for.  This is why we offered to
  pay the return shipping even though our policy dictates that return shipping is
  up to the customer.  However, as we do
  not deal in used parts, we were advising the customer of the portion of the policy
  regarding the condition of the liners. The customer also provided the attached
  photo which shows the liners having some matter on them.  Simply putting the liners in the vehicle is
  not considered used but the marks on the liners may be questionable and until an
  inspection is completed, we cannot speak for what the condition is they will be
  returned to us in.  Also, the value of
  the customer’s order was not $351.  * **** ******** *** ******* ** **** ********. 
  When we are able to provide him with a prepaid label and RAN we will
  (there is a technical error we are waiting to be resolved).

  Customer Answer

  Date: 18/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They only agreed to pay for the return because I repeatedly said that I would not due to the poor quality of the product and how I was treated by their customer service representatives. The photos that I sent them were taken right after the initial install. If they are seeing markings on the liners that is dusting from my shoes as I wanted to ensure that it was not interfering with the pedals. I did not drive anywhere with the liners and tested the fit and clearance in my driveway. I don't know how they claim that "the concern with the fit is due to a variance in vehicle manufacturing that we cannot foresee or account for" that seems to go against their claim that the liners are manufactured from laser imaging of the vehicle. Also, they are correct on the cost, the $351 in the claim was to cover the total of the order but only the front liners were shipped as the back liners are apparently in back order. I hope that we can resolve this issue as I don't want to pay for liners that I will not be using as my factory mats have better coverage of the carpeting an do not interfere with any of the seat movement or wiring under the seats. I've also received the return label instructions and will be processing that today, however, I am sure that at the end of the day they will find something in the inspection processes as they've stated in their response that they "do not deal in used parts" which tells me that they do not want my returned liners in their inventory. I hope that is not the case but we will see.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 20/12/2023

  We will still review the liners upon their return and advise the customer of the outcome once back and the return inspection takes place.  This can take up to 5 business days once the items are back at our location.