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:02/15/2024

  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 carpet for a vehicle that is supposed to be a stock replacement. Followed their instructions for installation. Carpet fit very poorly. Contacted customer service for a solution, however, they stated that because the carpet has been trimmed (per their instructions), it has voided their warranty and there is nothing they can do for me.

  

  Business Response

  Date: 02/15/2024

  I am very sorry for the issue you are having with your carpet. Our return/refund policy is very strict about this. Here is what it says: We will not refund or replace any items that have been cut, altered or damaged through use. Once the product has been installed, it is impossible to determine if it was manufactured incorrectly or installed incorrectly. Again, I am very sorry for your dissatisfaction.  

  Customer Answer

  Date: 02/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  The website www.stockinteriors.com clearly has a 100% fitment guarantee (see attached screenshot from website).  The instructions also clearly tell you that trimming is required and even tells you to have a good pair of scissor or sharp razor blade.  This carpet DOES NOT fit, even after following ALL instructions (including trimming).   This is a scam company.
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/16/2024

  I have attached the install instructions that are on our website. One of the very first instructions say specifically DO NOT CUT until you are sure that the carpet is going to fit. Here is what our policy states: We will not refund or replace any items that have been cut, altered or damaged through use. Once the product has been installed, it is impossible to determine if it was manufactured incorrectly or installed incorrectly. Again, I am very sorry for your dissatisfaction, but this is against our company policy. 

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  The website specifically states to trim the carpet to fit.  Upon initial layout of the new carpet to the old carpet, the fitment appears to be close, however, once installed the wheel well cutouts do not lay flat.  Without trimming the carpet around the edges and around the vehicle harnesses, you cannot fully tell if the carpet will sit flat.  The website also provides a 100% fitment guarantee.  You cannot state that you have a fitment guarantee if you don't honor that guarantee.

  This company is a scam and the charges are being disputed with my credit card company. 

  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/09/2024

  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 new interior carpet with matching car mats for my vehicle. I spent a week installing and fitting the carpet to the vehicle. The color of this carpet was perfect, and matched the samples I requested from them. After install was complete, I opened the package for the matching floor mats. I could tell they did not match before placing them in the vehicle. I reached out to Stock Interiors and they sent UPS to have package picked up. After lots of back and forth with them they said there was nothing they could do and they refunded the mats. I am now stuck with new carpet in my vehicle that is can not protect with mats that match. They refuse to send the matching color as this cost them money. I even asked for them to send me raw matching carpet, so I could custom make matching mats. They said no. This has turned into a nightmare.

  

  Business Response

  Date: 02/09/2024

  I have spoken to this customer several times and we honestly can not match the color any longer. I did not have any issues with replacing the mats if we could. I would have done this out of good faith to make this customer happy. However, we can no longer match the color. I will be happy to refund the customer the rest of his money. I refunded for the floor mats yesterday and I will refund the remainder of what he paid today. I cannot refund more than what he paid. 

• Initial Complaint

  Date:02/22/2023

  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 an interior from stock interiors for my 1957 Ford Thunderbird. In less than 12 months the interior is coming apart the carpet is piling and detaching from the base of the product. When I emailed stock interiors within one year of the original purchase date, I was told that this is normal wear and tear. It is my believe that this is not west and teat, that this is an inferior product they are selling, and that they should issue me a refund of $208.49

  

  Business Response

  Date: 02/22/2023

  I am very sorry for your dissatisfaction. We did send your pictures over to the manufacturer and they did say that this was normal wear and tear. Sometimes with this material it will fuzz up from where you rub your feet on it. I offered to replace the carpet at our cost and you never responded. Out of good faith, I will issue you a refund check. I would need to know where to mail the check. 

• Initial Complaint

  Date:02/01/2023

  Type:Billing 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 carpet for my 1964 Pontiac and my credit card was charged $250, however the order did not go through and no receipt was given, I called to see if my order went through and the CSR told me that it was flagged for fraud and that my order did not go through, I was told that there was nothing that they could do and advised me to call my bank, which I did and the bank stated that the charge did go through and was told to call them back, I called them 3-4 times and everyone except one lady was rude, short on solutions or just plain didn’t care about getting the customer his order! When a customer is doing a rebuild and chooses you as a supplier, it’s in their best interest to do what you can to provide solutions, identify with the customers needs, provide them with understanding and a solution. Not once did anyone offer to look into the issue and assure me that things would turn out favorable. So, now I will take my business elsewhere and if I have to pay a little more, that’s better than doing business with people who obviously don’t care about the customer experience and needs to ensure repeat business. I asked for a manager or someone that can help and was told nobody was there that can help. So now I have to do a chargeback and wait 30 days to collect my money. That’s ok because I’m going to call everyday until I get my money back and leave numerous reviews of my experience everyday on google, twitter , Facebook, Tik tok and yahoo. Horrible experience 0 stars

  

  Business Response

  Date: 02/06/2023

  I am very sorry for
  your dissatisfaction. Your debit card was Declined and the payment did not go
  through. I spoke with your bank and told them to allow 24-48 for the charge to
  fall off. We are investigating this through our card processor, but as of now,
  we do not show that we have your money. I have called you back and spoke to you
  numerous times as well as responding through email. We strive to provide excellent
  customer service with all of our customers. I am sorry, but we can not refund
  money that we do not have. 

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  I have sent numerous messages and proof that the charge was taken out of my account and my bank even shows that the money was paid to your PayPal system on your website and now I have to do a chargeback to my VISA which will take 30 days to recover my funds, your company and those you employ have no regard for customer satisfaction nor time. Instead you insist they you have done nothing wrong and keep passing the liability onto the customer. I used your website and your payment method and now I’m put $252 and I still don’t have my carpet and now have to wait 30 days to get my money back by filing a charge back on you. You have offered me no relief of this situation nor has any of your recommendations been true. You stated that my money would be returned in 24-48 hours and that was a lie, so your company and employees are liars and ive taken my business elsewhere and will continue to convey my horrible experience with your company until everyone knows not to deal with you. Especially when their are better and cheaper options. You get negative stars and eventually when your sales continue to drip maybe the. You will realize that hey maybe we need to fix our customer services, especially the payment method that you have that your aware is sketchy! 
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 02/10/2023

  I am very sorry for this issue. I have been in contact with our credit card processor and working with them to try to resolve this issue. It has been investigated and we do not have your money and the card processor does not have your money. We can not refund money that we do not have. If we had the money we would refund it. We do not take it lightly that you have been put in this position, but we do not have your money. Usually when there is a decline on a credit card, the bank puts a hold on the money and it is returned within 24-48 hours, but that is the bank. We do not take a customers money and hold it. 

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 a visors and mounting hardware from Stock Interiors, upon arriving I noticed they were not as expected. Due to the horrible customer service advice from Bob at **** Auto (manufacturer) and defective product (visors and hardware) after failing to start a return with Bob (see attached emails) I spoke with Tabatha at Stock Interiors. I initiated a return with Tabatha. According to the website there is not supposed to be a restocking fee for manufacturer defect. Which you can see in the attached documentation the mirror was not painted, making them not customized (see website screenshot) nor was the hardware movable to flip the visors up and down. Although I explained this to Tabatha, she insisted that it was a case of "customer dissatisfaction" and charged to restock something she requested me to destroy. Tabatha emails are contradictory (see attached emails) It took almost a week after they received the product for them to issue the refund, and only after I contacted them via phone and email multiple times. I paid $346.36 and was refunded $230.60 (see attached) I would like the full refund I was granted for the amount paid and the return shipping is on them due to the product being not custom and defective. Totaling in a difference $150 I am owed from this company. Thank you for all your assistance.

  

  Business Response

  Date: 07/20/2022

  I am very sorry for your dissatisfaction with our product. We do not paint the mirrors on our sun visors. There wasnt anything wrong with the visors. Out of good faith we will refund the remaining balance of what you paid, which will be $115.76. I am sorry, but we are unable to refund more than what was paid to us. I will take care of this right away. 

  Customer Answer

  Date: 07/22/2022

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ********