Rep Power: 315

Well I decided to buy from Michael at Urban Import since i've seen they had some rims i was interested in. I decided to place an order over the phone. Then I decided that I had changed my mind and wanted to cancel the order. I called up within 24 hours because I knew its best to let them know as soon as possible since they had to mount the tires on the rims and he said that wouldn't be done till the end of the week. Well I spoke with michael again and he said that I cant cancel the order because its not cancellable. Well I was obviously not informed that i cant cancel. I was never informed about it and his excuse to me not being able to cancel it was that "he didn't think i would cancel and didn't think i needed to kno." Obviously that was his mistake. Well after he declines to cancel my order after discussion, i decide to file a form with my cc company. I go and do that with the cc company and while i try to get information about "michael", he declines to cooperate by giving me any information about him or his company. He even says he is the gm, sales manager, etc etc. I tried getting his last name and address and stuff of the company and it took several phone calls, probably 5 to get that info. I dont kno what type of business he runs, but usually if u ask for the general managers name, they give it too u because they take sole responsibility for there company and there actions. Well after finally getting his info, i file the form and days go by. I wait about 3-4 weeks and still no answer from the cc company. After finding out that the cc company would take upto 4 monthes to decide on the transaction, i decide to forget the form and just keep the rims, because by the time they figure everythign out, i wont be able to use them before winter or buy a new pair before winter. The rims do finally arrive about 4 weeks after being ordered, when they should of only taken a week. Might i remind you, that they were drop shipped and where dropped at the wrong house, but thats partly the shipping companys fault and partly theres for not having a signature required drop off. After receiving the rims and inspecting them, one of them is scratched on the lip and another on the face of it. both were in cardboard boxes with flattened boxes inbetween them, not much cushion. There were 4 huge black marks from the balancer or mounting machine they used to mount the tires which took lots of scrubbing and rubbing alcohol to get rid of and yet some is left on there. I had called and ask them why it had been damaged and they said that it must of been through shipment because they inspect it before they send them out. I asked him why there were the black marks on the inside lip of the rim and he said thats because they "only inspect and clean the face of the rim." Obviously i thought that was a joke, i dont see how u try to sell a person a product thats messed up and has marks on it. So right now, the only thing urban import will do is look at the picture of the marks on the lip once i take pictures of them and send them to them and we'll see whether i get any reinbursement or incentive for the headache they've caused me. Just thought i'd share with you everything in this transaction and hope it helps you decide on who u want to buy from and whom you might be cautious of buying from. Like they say, one happy customer tells 2 others, one unsatisfied customer tells 10.

btw: ill keep this thread informed on what happens with the pictures of the marks and what response i get and whether they back up there products they sell.

 
Rep Power: 289

Shady business for sure...definately sux bro...good luck!!!

 
Rep Power: 812

I'm not buying from them!

 
Rep Power: 453

This is why I like ordering from rob at robearracing, you should have gone through him, he might not have the rims you want, but great customer service. Or get some rims from tirerack. They also have excellent customer service. But if you ever want to cancel a order from them, make sure you do it very fast because they ship out items usually the same day, most a few hours after you order it which I think is the ****.

 
Rep Power: 315

i bought from rob before and no problems

 
Rep Power: 344

Speed and style.com

 
Rep Power: 0

This thread is ridiculous. I told you specific tire size you asked for when you ordered the tires was a special order item and it would take a few days to get (we put in the order same day you place the order with us). Special order= no returns, I don’t care who you get it from. I clearly told you it was a special order item. As far as the marks on the wheel I apologize, if you would like I will give you a few dollars for cleaning off any rubber marks. When you balance a tire there are sometimes marks on the inside of the wheel (how do you think the wheel is held to the balancer?), you can’t see them when they are on the car but can be cleaned off if it bothers you that much. This is not uncommon, I have had wheel/tire packages come from Tire Rack with small marks on them. We held the rims because we were waiting to hear from your credit card company and never heard anything so we went ahead and sent them. The reason I declined to give you information was due to the attitude both you and your dad gave me on the phone. I’m not new at this I’ve been doing phone order for 4 years and have built up a good reputation on the internet. How is UPS only partially at fault delivering the wheels to the wrong address? We addressed the wheels correctly and they were delivered to the wrong address, NOT our fault and there was signature on the item unless your neighbor had signed a waiver.

 
Rep Power: 0

done with pm plz....

here's okay too...for us to know, hehe

 
Rep Power: 315

there was no signature, the lady went on vacation. sat outside for a week while it got poured on. theres was no signature required at all on the shipment or else they leave a slip on ur door if ur not home, which they did not do.

and its not ridiculous im telling everyone what happened n u never said any cancellation policy about the order. i dont think cuz u gotta order the tires should have anything to do with whether i can cancel or not. how u run ur business is ur matters, if u need to get something for an order, then get it. ur acting like its my fault cuz u had to get tires for them. companies never cancel orders? or do u not cancel orders?

this is transaction feedback forum, im giving my feedback on the situation for others to know what happened. like what prod said in the first post, we do this in order to inform others n look out for others incase things continue to happen.

 
Rep Power: 0

I will try and figure out if there was a signature or not but if there was a waiver there would not have been a slip left. Regardless I'm not sure what that had to do with anything, UPS left it at the wrong house not us.

I'm not sure how many times we have to go over this but the tires you requested were a different size and model than the Kumho 16" we stock. I told you it was a special order. I don't know of any companies that let you return a special order item, not just us.

 
Rep Power: 0

I must say, UPS can be shady sometimes, if noone is there to sign, they will sign your name on it themselfs, not all UPS guys will do this, but some will. and from where I am the sig is electronic, no paperwork involved.

 
Rep Power: 300

Agreed

 
Rep Power: 453

Damn UPS delivered my package today and just threw it on my door step, didnt have me sign for it, and I told them thank you and he didnt even look at me or say thankyou. What *******s.

 
Rep Power: 0

that's weird, i bought from urban import before and they were very helpful...i didn't have any problems with them...they told me everything i needed to know....customer service was awesome....

 
Rep Power: 315

well i never received an invoice or anything. so thats a thing im waiting for. i asked him for one. so ill tell u if i get one.

 
Rep Power: 0

people make mistake, you know?

 
Rep Power: 0

isn't business always like that? if they don't wanna lose money, they'll pull some half-a§§ed product on you, and give you a load of crap. But if its something easy to get, and they don't lost money, they give you good service? at least that's how all my experience tells me. NO matter how reputable the company, if its convenient for them, everything's crazy good. But if its inconvenient, you're gonna suffer somehow.
That's just my opinion.

 
Rep Power: 300

thats a funny analogy but at times true, but i think the online store guys like urban and us dont do that.

Eddie

 
Rep Power: 0

How did we pull a "half-assed" product?

There should have been one on the box. I emailed it to you, not sure what that has to do with the whole situation but..........

 
Rep Power: 0

..hmmm....interesting thread.



....i like cookies

 
Rep Power: 315

there was none in the box unless u hide it inbetween boxes or something, but there wasn't one and i never got an email with an invoice showing that i paid for them, the amount, how, etc etc

i think ur right chocobo15, everythings fine if u just give them the money and u take the product sent to you. if u have any problem or something didn't go the way there used too, it turns out to be a hassle. i had a problem with showstoppers where i paid for a bumper and they sent it to me. we agreed on a price. then i called up and told them they overcharged me 20 bucks and they said i was right and they said it would hard to credit my cc 20 bucks and rather they said they'd give me 20 dollars toward my next purchase, which i told them probably wont happen cuz everything they sell is like 1000 bucks. im out 20 bucks from that transaction.

everything went smooth with my streetlevelperformance that i made just a week ago. good communication, great service. got an invoice in the box, kept me informed with what was going on.

i think theres a vendor disclaimer that says certain things a vendor has to do and etc etc. im not sure if u violated any, but im just saying im glad theres a reason there is one.

 
Rep Power: 453

Your complaining about $20. Come on now, if you are purchasing items that are costing $1000, then $20 shouldnt be a big deal.

 
Rep Power: 339

no doubt! When they deliver my textbooks for school, PLOP, then the door bell rings.... same went with my dad's tools they deilvered. But it does depend on the person. The UPS guy by my g/f's house is nice.. the one by me is not.

 
Rep Power: 608

99% of the time custom orders are non-returnable. this is the nature of retail. If they don't stock it, there is a reason, it's not a big seller, and if they have to take ur order back, they will prolly not sell it for a while. IMO, it's pretty common knowledge.

The invoice should have been on the outside of the box in a plastic sleave, this is where 99% of shippers put it. IF you go one on the inside of a box, it's not an invoice usually, but a packing slip.

as far as the scratches, that does suck if they are in a place that is noticeable.

Just my 2 cents.

I don't think he has violated anything.

 
Rep Power: 315

streetglow, it wasn't 1000, it was more like 300.

 
Rep Power: 0

If slicksivik sais not to order from Mike, than Im not.

 
Rep Power: 0

Did you look at his reasons and read the thread or just jump on the bandwagon?

 
Rep Power: 281

regular retail practices or not...customers should be informed of such policies. its not fair to ASSUME the customer will be aware of a policy like this, whether its a standard practice or not.

im not sure that negative feedback is worthy in this case...but i do think that urbanimport should have made it clear that there would be no returns on a special order. This whole situation could have been avoided had urbanimport not assumed that the customer would know of this policy.

 
Rep Power: 453

At the same time, costumers should know that most all places have the same policy. NO RETURNS ON SPECIAL ORDER ITEMS. That is something even my little nephew knows. Most every store in the us has this pasted on the wall of there store. And most every car shop has this rule. They dont carry the part for a reason, so if the customer returns it, what is the business going to do with it. Nobody will want it, that is why they didnt stock it in the first place.

 
Rep Power: 281

meh. iv returned special order items before. its not as if it will NEVER be sold. there are ways of getting rid of merch. he could list it on the board, at a great price, and get rid of it that way. just because a policy is set forth, doesnt mean they arent able to wave said policy. fair enough he didnt want to do it this time...i say fair enough that dude didnt know about the policy in the first place. maybe he knew and it slipped his mind, since he was doing a phone order and wasnt in the store to see the signs.

again, i just think that when placing an order on the phone, and return policies, or lack there of in this case, should be stated. it simply avoids hassles like this one. They obviously put sings that state policies up in the shops...doesnt it make sense to mention policies you have hanging from the ceiling on signs over the phone?