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Business Profile

New Auto Parts

BJ's Off-Road, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/23/2023

    Type:Product Issues
    Status:
    Answered
    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 bought the wrong parts I bought an European part instead if **. I paid for shipping back. I knew they would hit me with restocking fee but ok my mistake. 6 weeks after sending it the opened the box re did a return shipping label to me with a typed message that said return to sender. I have been doing business with these people for over 25 years. I don't know this business anymore. Just wanted my return with penality.

    Business Response

    Date: 10/24/2023

    Customer returned parts one year outside of return window.  There will be no refund.

    Here is a timeline:

    2022:

     September 7, 2022: Customer places order and order ships.


    September 12, 2022: Customer contacts ****** and says he ordered wrong part. **** emails customer *** number and instructions on how and where to send return back.


    2023:


    September 12, 2023 ONE YEAR LATER: Customer sends part back according to the postmark on package. Customer doesn't follow any of the *** instructions. Customer doesn't put *** sheet in box as instructed. Customer doesn't write *** number on outside of box as instructed. Box gets put in incoming stock packages. (Our shipping/receiving guy was on a month long vacation)


    About October 10, 2023: (shipping / receiving guy returns) box is moved to the returns area when we see how long ago the *** was issued and we refuse delivery of the box.

    I've copied and pasted our returns policy (which every single customer has to agree to when they buy parts on our store):

    We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship, or for incorrect items that were shipped. All general returns are subject to a 15% restocking fee (**Note: items that are drop-shipped may have additional restocking fees up to 25% that will apply). No returns on installed / used parts.
    All returns must have a return authorization number.
    All general returns must be made within 30 days.
    Please contact customer service to receive a return authorization number. If you return an item in which shipping is free or included in the price, we will credit you back the amount of the item less the restocking fee and less the cost of shipping on the item.
    Shipping charges are non-refundable.

    These terms and conditions can be seen here:  ****************************************************

     

    As you can see, the customer didn't do anything that was required in our returns policy.  Had the customer contacted us and let us know of the situation, we may have been able to come to a solution for them but the fact is, the customer returned the parts one year late and returned a discontinued part.  This is part of the reason why you have to return parts within the returns window.  He is trying to return a part we don't sell anymore and trying to return a year past our policy.

    Customer Answer

    Date: 10/24/2023

     
    Complaint: 20772923

    I am rejecting this response because:

    BJ'S said to me that the part should have been returned in reasonable amount of time.  The time it took for me to get it back was reasonable giving the circumstances I was dealing with.  They never gave me a time frame to send it back.  They are now saying what they think is a reasonable amount of time without being exact.  The part was never used and was returned in original box' packing with invoice.
    Sincerely,

    *****************************

BJ's Off-Road, Inc. is NOT a BBB Accredited Business.

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