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:08/17/2023

  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.

  Details of Complaint: On 8/4/2023, I ordered custom sun shades for my 2016 ***** *******. I received them about 4 days later through the United postal service. I immediately attempted to install them in the windows of my vehicle. However, the side shades were approximately an inch and a half too long on two sides of the windows. So I checked to make sure there was no return address or phone number online to find out what I should do for the return. What it said to do was email the company. I did so on 8/8/23. I got a response back on 8:10 asking me to take pictures and send back. So I did on 8:10. I received an email back on 8/11 asking me to try tucking them in that that's how they were supposed to be. So I did tuck them in around the edges and then as I tucked them I used a tape measure to measure and show them in the photographs with the tape measure that they were still indeed an inch and a half too big on the sides and I sent those back on 8/11/23. So I waited then to hear something back I did not hear anything back from them. I took more photos and send another email on 814 thinking that maybe if I send additional photos prompting them to send back this time telling them listen this is custom shades that I ordered from you guys I did as you asked I followed your steps now I'm waiting to hear back from you guys. I tried getting on their website and doing the chat with the customer service when you have a problem with your products and you need to return and so I tried that and I never got a response from anybody and I sat there for an hour and no one ever responded back to me so I tried that avenue and that didn't work either. And so now I feel like they've just kind of ghosted me and their website says that you have 14 days from the day you receive the product which was 8/8/2023, then you have to be approved for them to send you the shipping labels in the mail and then you return it in the original packaging for you to get either a refund or them to send you another product. Whatever their resolution will be then. It doesn't matter, if they send me the proper shades I will be fine with that.

  Business Response

  Date: 10/10/2023

  Thank you for your email. I'm sorry to hear that you had an unpleasant experience with our sunshades. Upon reviewing your order details, we noticed that a refund was issued for the Side Window Front Row Sunshades for the 2010-2017 ********* ******* SUV (Set of 2) on August 25, 2023. Here is the Acquirer Reference Number (ARN): ***********************. You can follow up with your bank to track the refund.
  Do you wish to return the windshield sunshade as well? Please let us know, and I will be happy to send you a prepaid return label.

  Business Response

  Date: 10/13/2023

  Please also see the refund timeline from our record attached.  A refund notification was emailed to ************************* on August 24 at 2:57pm.