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:03/24/2025

  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 March 17th I had received an order from **************. Upon opening the package which was packed extremely well I had unpackaged the black ****** WRX STI wing. Upon further inspection I had noticed multiple scratches and chips in the wing itself. I then took pictures of the said wing and contacted ************** via email on March 17th ************** had responded that day or the next day telling me that they would offer me 20% off to keep the wing I declined the offer and ask them what steps after responding to via email multiple times they had made another offer that I could pay for shipping of the item and return the item to them and they would waive a 20% restocking fee. Or I could keep the wing and they would offer me a discount of 20% off. I asked them what would happen if I installed the wing and the fitment was not correct because they asked me to install the wing Up on contacting them again they are now not responding to any emails or phone calls to return as I want to return this item and get my money back they are telling me that it is almost impossible to return this item because it is not a fitment issue. I don't feel that I should be penalized when the item arrived damaged and scratched in the bubble wrap.

  Business Response

  Date: 04/22/2025

  As the buyer had stated that we have no responded to his email. This was from 6 days ago today while i am writing this response. We had responded to him via email with solutions on how we can handle the situation. We given the Buyer 3 options and the Buyer selected that we refund him 50% of the money of the product in exchange for not returning it and saving cost on shipping and restocking fee. As you can see from the last attachment that we had issues him a refund and there are dates of when we started the refund and when it was taken out of our account. We had made the decision and attempted to make it right with the buyer on what he wanted to do and now he posted a complaint to try and get the other 50% even after he decided that he would take a partial refund and keep the item.
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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 bought online a front lip to my car on 8/29/2023 at Superauto USA. I have received the product on 8/31/2023 and installed it on my car on the weekend 9/3/2023. The first time I drove my car on the highway after the front lip installation I felt the front of my car vibrating due to the front lip is thin and very flexible. At the same day 9/6/2023 I sent a email to Superauto USA reporting the problem. First they said that the product should be damaged but I sent some photos to confirm that it wasnt. On Friday 9/8/2023 Knowing the problem, they recommended checking the installation and check if the problem persisted. On Sunday 9/10/2023 I reviewed all the installation to make sure everything was correct. On Monday 9/11/2023 when I drove on a highway I felt the same vibration on my car and then it reduced. When I arrived and checked the front lip I saw what exactly happened. The front lip ended up breaking because the vibration. I reported what happened to them at the same day. On 9/13/2023 they answered me saying that it had happened from catching hard objects when driving. And they just can offer me 50% discount in another set. They know that they sent me a defective product and I think they should send me a new one with no cost or do a full refund.

  Business Response

  Date: 09/30/2023

  As we have repetitively explained to the buyer, once a product is installed and used, the buyer will be responsible for various conditions that *** happen on the road.  We did not involve in any installation process, so we would not know the cause of the problem that the buyer reported.  It was very likely to be an installation issue.  If the buyer determined that there were any problems of the product and decided to return it, we would have not problem with processing the refund.  However, the product was damaged after the installation and usage.  After the buyer contacted us, despite what happened, we issued a 50% partial refund for the buyer as a compensation.  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20622813
  
  I am rejecting this response because:

  I did my part by reporting the problem, but Superauto USA never talked about returning the product for evaluation, quite the contrary, they told me to check the installation and see if the problem persisted. However, this was a defect in the product that ended up breaking due to being weak. This could have caused an accident and they were aware of the risk. But they still insisted that I test again instead of asking me to remove the defective product in order to avoid further damage or even an accident.

  Everything can be confirmed by exchanging attached emails between me and Supeauto ***.
  
  Sincerely,
  
  ***** ****** *****

• Initial Complaint

  Date:07/05/2023

  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.

  I ordered a front lipnfor my 2022 wrx the first timw from this comapny. I love it. Unfortunately a hit a raccon and it broke off. I figured I would order another on from the company. They sent me a garbage one from another company. I email for a return. label was sent. I got busy in my life and was unable to return the lip. I asked for a new return label and was told because it was over 30 days they could not do the return. This is terrible. You can never get anyone on the phone only answer by email. No i have a peice of c*** lip and can no get my money back. I want my money back for a full refund.

  Business Response

  Date: 07/07/2023

  SuperautoUSA is an online boutique that sells quality auto accessory parts. On May 19th 2023, a customer named ***********************;purchased one of our most popular items For 2022-2023 ****** WRX GT STI Style Painted Red / Black / Pink Bumper Front Lip Body Kit - Black with order number #****. The customer received the item and we received proof of delivery via ***** 398548126671. 

  The buyer was dissatisfied with the product that they received.  After communicating with the buyer, we came to a mutual agreement.  The buyer agreed to return the first lip, and we would ship the set that the buyer wishes. On June 3rd, we paid and provided a return label for the buyer asking the buyer to kindly return everything in unused and undamaged condition.  However, the buyer did not return the product back to us for the reason that they didn't have a printer, which is beyond our responsibility. Then they further demanded for another shipping label after one month.  Therefore we rejected the second return request per our return policy.  The return policy is clearly presented on our main webpage, which can be found using the link below ( *********************************************************).  After explaining the situation, the buyer was very emotional and rude to our customer support using profanities.  We understand the frustration, but the consistent usage of profanities is rather unacceptable.  

  Here are the solutions that we for the buyer to consider:

  1. We can issue a full refund if the buyer returns the original product that they received.  The product needs to be well-packed in its original condition and returned in unused and undamaged condition.  The buyer is responsible for returning the product.  

  2. The buyer can keep the original product for a 50% partial refund. 

  3. We can ship the set that the buyer wished when it's available, but we will not accept any further return request. 

  Please let us know how to proceed.  

  Thank you. 

  
  

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20278832
  
  I am rejecting this response because:

   

  The buyer needs to pay for the return shipping label. They ****** me yesterday and said a manager would call me back they never did. That policy is not stated on their website at all. If they pay to return the item and issue a full refund I will drop thia complaint. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/14/2023

  We do not wish to repeat the same conversation again on BBB. 

  For both parties benefit, we'd suggest to either stick the conversation with BBB or with email. 

  We are still waiting on the buyer's response via email at the moment. 

  All the conversations between us and the buyer are up to date.  Please see the attached image.  

   

  Customer Answer

  Date: 07/24/2023

   
  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. We are working to resolve this via email. 

   

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  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.

  Um said was delivered never received. Contacted company company said to follow up with shipper. ******* said package was lost claims should be paid. *********** saying it's gonna be another 15 days while they investigate they have not heard from the shipper even though I showed them the claims status. I have requested it refund as the item was not received company is now saying refund is not possible as they sent the package out in a timely manner.. I never received the item I shouldn't pay for something I never received

  Business Response

  Date: 10/10/2022

  To whom may concern, 

  As an E-commercial business, we value our reputation and our customers.  We have fulfilled our responsibility as a seller to ship out the order in a timely manner.  The package was successfully delivery according to the tracking information (Please see the attached image "Proof of Delivery").   When the customer claimed that they did not receive the package, we filed an investigation and a claim with *** accordingly.  *** informed us that the result will take at least 15 days.  Neither the customer nor us would wait for this time.  Thus, we have tried to offer to ship a brand new product to the customer several times, which the customer refused to accept.  As an honest business, we would never want anything like this to happen to any of our customers.

  But as this matter has escalated to this level, we will take the loss and refund the customer, despite that we couldn't verify if the package was truly lost (Please see the image "Proof of Refund").  

  We hope this additional information is sufficient. 

  Thank you for your time.