Complaints

This profile includes complaints for R & P Carriages's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  R & P Carriages

  270 E Jackson St Seneca, IL 61360

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  R & P Carriages

  Po Box 1252 Seneca, IL 61360-1252

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:10/04/2023

  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.

  On September 09, 2023 I purchased 4 12" Electric Brake drums from R and P Carriages with the understanding that they were Dexter ***** and that the measurements should have fit my axles, only to receive the drums and the bearings did not fit. *** told me not to proceed with the return through **** and go to the *** Store, that would be cheaper. That was incorrect and they offered no other help with getting the correct size bearings or how I could make these work without spending so much to return these to them. Very unfriendly and I want them to pay me back for the return shipping as I feel they did not provide me with enough information to make the correct decision to purchase this. **** claims that this is buyer remorse, they need to check the definition of buyer remorse. The items do NOT fit my vehicle and I feel like I am being scammed by this purchase. Request that the $95.90 + ***** for shipping 2, **** lb boxes back be refunded.

  Business Response

  Date: 10/04/2023

  Good Afternoon,

  I have received this complaint from ***************************. We as a company try to help customers in every way possible prior to ordering to ensure they are receiving the correct parts that they need. This customer did not contact us 1 time until the order was received and realized it was wrong for his application. We have tech on staff everyday we are open to ensure the fitment is correct, which I stated in the first message I sent. Please note that since this customer did not contact us prior to ordering, when he was unfamiliar with what he was working on, we are not responsible for the incorrect items he ordered. 

  I instructed the customer to return via *** ground as they WOULD be cheaper than ***** **** deals with packages up to 50# and the items the customer was returning were more like 60# packages, which results in overcharges. I was trying to assist this customer in the correct direction since his first contact with us. The customer actually received a decent or fair price from *** regarding the size and weight of these 2 boxes that were returned today, October 4th. Since the customer did order the wrong items, he was responsible for return shipping on these items per our **** policy. We sent the correct items he ordered. Unfortunately, the customer ordered wrong. Since the customer was unfamiliar with the item he had, I responded to show him that we did everything correct and our listing was correct for the items sent. Our listing clearly states the bearing sizes, numbers on the back of the bearings, and our part numbers we sent along with the stud diameter as well. The customer's return that was opened provided pictures of what he had and why they didn't fit. The customer did not know that the item he had was not what he ordered but clearly a completely different item that was not compatible. I have attached pictures of our listing clearly stating the information as well as the customers return pictures showing why they weren't compatible. I have attached the whole conversation between our company and the customer as he only provided the first message. 

  In conclusion, we should not be responsible for the customers failure to contact us prior to ordering as well as him ordering the wrong item. I feel this is defamation to our company and this should be removed since not only was I trying to help him out with return shipping but mentioned both points of contact we have tech on staff to assist him. He was upset and I feel that is the reason for this claim today. It's unfortunate that we have to do this when we have done nothing but try to help this customer. Please consider retracting the customers statement as my evidence clearly prove we were there to help and assist him. Thank you. 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20695647
  
  I am rejecting this response because:  *** Store was much higher than the ***** so they are incorrect about that.  They also updated the description of their **** listing after I reported to them that the bearings did not fit and found out that my drums had the other type of no lube bearings in them.  I do not feel like they gave any further help except for incorrect return shipping stuff.  I will never recommend them to anyone as you can see by their customer service or lack of customer service.  There was no other reply to my **** communication once they offered me wrong information.  I went to the *** Store and checked before trying to get **** to offer me the cheaper solution and they only said that I could take the package to **** or *** Store and go the cheapest route.. Which I went the cheapest route and $95.90 was the cheapest for one of the boxes weighing **** lbs.  This is definitely a bad company to deal with and would not recommend removing bad reviews.  **** and R and P Carriages needs to relearn buyers remorse.  "Buyer's remorse is a feeling of regret or anxiety after making a purchase. Also known as buyer's regret or buyer's disappointment, it stems from the feeling that the purchase decision was the wrong one either because it was an outright mistake or because there's a better option out there."
  
  
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2023

  Sir, I am sorry that the shipping was incorrect for you. I have attached the quotes that I received. Clearly there was error yes, but you chose the cheaper route. How does this make us responsible for paying that fee when you ordered incorrectly? We are not and will not pay that return shipping since the listing was correct and items that were sent was as exactly as you ordered. Our policy states you were responsible for return shipping. Point blank. 

  As for the listing revisions, there was no listing change. I have added ****** revisions summary to show the only revisions done were the quantity and that's because customers ordered this item. You ordered your items on Sept 9th. There have not been any changes to the actual listing itself, just quantities. I am sorry that you are so upset about this, but you really should have contacted us regarding the items prior to ordering as there was some uncertainty. 

  All I can do at this point is apologize for you not contacting us as to what you had. I can also apologize for mis-guiding you to the return shipping, but that is because my quote shows different than what you claimed. So now we are playing a game of he said she said. I am sorry this was not a great experience for you, I really am, but maybe you should have done a little more research into what you had and needed instead of blaming us for this situation. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20695647
  
  I am rejecting this response because:  You all claimed you were willing to help.  The only help that you offered was a misguide of shipping.  **** with  **** was far cheaper than *** Store and **** without ****.  You never offered any other help for me to actually keep them and then I pay almost half of what I paid to return them which is horrible.  You all did not respond to my last **** message and I had no other choice since **** only sent me 1 label for the **** lbs yet you sent me 2 packages and they would not offer me another label to return these at a cheaper rate.  Because YOU ALL and **** were of no help I refuse to let this not be marked as a bad experience and after 24 years of being on **** I am ready to cancel the account with them.  This whole transaction has put a bad taste in my mouth and I am very disappointed in your stance on this matter.  I will make sure to blast social media about this experience.  Yes I missed the bearing size but I did not think this would go south.  It was not a "Buyers Remorse" buy which **** claimed when I actually talked to them.

   

  This report should remain as it is since you all are NOT willing to help me with the return shipping.
  
  Sincerely,
  
  ***************************