ComplaintsforBlackhawk Motorsports

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some UTV parts from this seller through **** on 1/9/2023. After receiving them, I found an alternative that I liked better. I requested a return through **** and had no problem paying the shipping and any restocking fee. I did not even open the box until I received the return label and packing slip. I only opened the box at this point to place the packing slip inside. After doing so, I taped the box shut and dropped it off at the post office. I then received a message from the seller saying that he was only refunding a portion of my money because the parts had "clearly been mounted" on a UTV. I called the seller to attempt to explain that I had not even taken the parts out of the box, let alone mounted them on my UTV. *** ****** *** ************ *** ***** I would just like my full refund amount.

  Business response

  02/10/2023

  We shipped this customer's UTV parts on 1/10/23. He decided to initiate a return on 1/17/23. On 1/19/23, we received the return. Upon arrival we inspect every product to ensure they are still in new condition. When this product was returned to us, there were multiple signs of use. The powder coat and heim joints had multiple scratches/dings, and the majority of the factory-placed zip ties holding the heim bushings in place were cut (replaced in photos). This was a brand-new kit, and we believe that these imperfections were created by the customer. To help offset the depreciation this customer caused, we charged a **% restocking fee on the item. After the customer received his refund (minus the restocking fee), he messaged us multiple times denying our claim that he caused the damage. We recommended that the customer file a claim with ****, since that is where this product was purchased. The customer filed a claim with **** at 12:56pm on 1/20/23. The customer closed the claim with **** only 39 minutes later at 1:35pm on 1/20/23. In this particular case, filing the claim with **** was the best way to resolve this issue. The customer did not give near enough time for **** to look into this issue, and decided to contact Better Business Bureau instead. He also called and messaged us several times, in a rather hostile manner. In his BBB complaint the customer stated "I requested a return through **** and had no problem paying the shipping and any restocking fee". He was only charged return shipping and a **% restocking fee, which is allowed per ****** terms and conditions even with no damage to the product. A **% restocking fee is relatively standard. **** allows up to a **% restocking fee on damaged items. We are unsure why the customer chose to file a BBB and close his **** claim as this seems more vindictive than productive to solve the problem if he did in fact not cause the damage that was seen on the product when it was returned to us. We only have the product in front of us to go off of.
  *** **************** *

  Customer response

  02/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The box was only opened to put return paper work in. The product was never used by me when I contacted the business they told me they do not check out going parts. When I asked how do they know parts weren't damaged when shipped to me or in shipping they said they didn't know because they don't check them when they ship them out. The **** claim got canceled by a fat finger on keyboard I called **** and they said they couldn't do anything about it. I had these parts for less than a week. I did not put them on.

  Business response

  03/01/2023

  By ordering through ****, the customer agreed to their terms of service. ****** terms of service allow sellers to charge a restocking fee when appropriate. Conveniently, **** allows the customer to file an appeal if they feel the restocking fee is unfair. We told the customer to file an appeal with **** to resolve the issue. The customer filed an appeal and closed it 39 minutes later due to a "fat finger". Unfortunately, we cannot un-fat finger the claim cancellation button. We did everything we could to help the customer resolve the issue, it is not our fault he canceled his claim.  

*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. ↩