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:02/23/2023

  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 purchased 5 license plate covers from a website called eLicensePlateFrames which is a subsidiary of Car Stickers, **** The product arrived printed upside down with the application bolt holes on the bottom and not usable on any car. I contacted the company to inform them of the defect and they told me that they could not reprint or refund me they could only put the product in my cart and give me a 25% discount and encouraged me to repurchase product because it wasnt really upside down it was supposed to be that way. They did not take responsibility for the printing and website error. Their reply was that the plates are not for ********** and would fit a car in another state. When I asked for information on which state the upside down plates would fit I was given a run around. From looking at the plates which are clearly printed upside down, there is no state in ***************** or country in the world where these plates would stay on upside down even if they ******* because of GRAVITY. The bolt on s**** holes are on the bottom. They will only work standing on my head. I would like the 5 plates reprinted right side up so they can be used and sent to me to replace this very clear product manufacturing error. In addition to the high price I paid for 5 pieces of unusable plastic the company is acting in bad faith. I happily paid for the items I purchased and would like them to work for their intended use in the country we live in and that they act responsibly in the market they serve, license plate covers. As a customer I expect that they know the plates are upside down since they print them all day long and someone in quality or customer service should have spotted the error and corrected it before it was even sent to me. Blaming their customers for their mistakes is unreasonable.

  Business Response

  Date: 02/27/2023

  Hello *********. We are sorry to read that you feel that you received an error in your license plate order. As you can imagine, with 50 different states, there are several different license plate designs, and each state has different rules regarding what type of frame can be used with their plate. This is mainly because each state has different laws as to what information needs to be visible on the plate, such as registration tags and state name. Because of this enormous variety in laws, we offer 8 different styles of frames for our customers to choose from. Some of these styles is an "upside down" version of another style. This is because some states have their tags on the bottom of the plate, instead of the top, and some people want more room/thicker areas to add their logo, text, or design.

  We stand behind our products and will replace any product that was printed in error. However, I have looked up your order and see that the frame style you selected was Style #2, which is the upside down version of Style #1, and this is what our team produced. I am sorry to hear that once you received your order you were upset, but it was fulfilled as designed. We want our customers to be happy, so when an item is ordered incorrectly, but produced as ordered, our policy is to offer the customer 25% store credit so that they can order the correct product at a discounted price. That is the reason that our team gave you store credit and redesigned the frame for you in the style you wanted and added it to your cart. Unfortunately, we do not accept returns on custom products unless they were produced incorrectly.

  I am attaching a screenshot of your order, as well as as a screenshot of the product details where the style selection is made. You will see that the frames you received match the design that was ordered.

  To address your other concerns, there are several states where frame style #2 is ideal for their plate design. A list of US states and their suggested frame styles are listed in our FAQs here: ******************************************************************************************

  For the styles that only have s**** holes on the bottom - most vehicles have 4 s**** holes to keep their license plate frame in place, two on the top and two on the bottom. Since these frames are made of a very light plastic, they can be held in place with only two screws, and we have not had issues in the past with these styles of frames becoming unattached. We understand that every vehicle is different, and newer models may not have 4 s**** holes. For this reason, and the huge variety in state laws and plate designs, we clearly show where the frame's holes are and encourage customers on every product page to verify that their designs meet their needs before ordering (See attachment).

  We are sorry that this ordering experience has been frustrating, and hope that you will use the store credit to order the correct frame at the discounted price.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19458153
  
  I am rejecting this response because there is no clear information on your product nor in the cart placement process that indicates that we must specify the state in which we live while ordering license plate covers. As a first time buyer of a license plate cover, and I am sure I am not the only one, I was not aware that I had to know that the plate would not fit my car. This information you stated although helpful after the fact, it should be a part of the add to car feature so that customers cannot inadvertently buy a license plate for another state. Your website did not say anywhere when I purchased the item that it would not fit my state car. Furthermore the plate is not big enough to cover my plate even if I wanted to install it upside down. I think your products are very poor quality (one of them that arrived was broken in half) and your service is not good even though you are offering a discount on a replacement order, this is not enough. The fact that you have a policy to offer 25% off for next purchase to customers "when this happens" that they buy the wrong plate cover, is indicative of a larger problem with your ordering process and you need to rectify this. Placing the responsibility on the customer, is an inappropriate off putting of responsibility and acting in bad faith as a company to assume, as license plate experts, that your customers should be experts too. This is fallacious reasoning and I stand by my report that your company is acting in bad faith and should be cited for taking peoples money purposely.
  
  Sincerely,
  
  *******************************