ComplaintsforBB Wheels

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a set of wheels from bb wheels with the impression that their wheels came with winged centers due to the fact it was in every pic and add. Nothing said any thing about the center caps may vary. They sent different ones than pictured. When I messaged about it the said they may vary which was NOT on the advertisement. I ordered from them and paid more based on the fact their wheels had winged centers. I just want the correct center caps.

  

  Business response

  10/19/2023

  Dear *****,
  
  Please provide our customer service team with pictures of this discrepancy you indicate, and we will work our best to help achieve an outcome that resolves your concerns.
  
  Thank you,
  
  Thank you,
  BB Wheels

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4 "Dirty Life" truck wheels from BB wheels that cost me $882. The size I ordered was 17" x 8.5, 6 lug hole, with a center diameter of 106mm. on 8/29/23 BB wheels sent me two correct wheels and sent me two incorrect wheels. The two incorrect they sent me were 17" x 8.5, 5 lug hole, with a center bore of **** mm. I did not notice the difference right away. I called BB wheels to get this rectified. A female customer service rep told me that since I did not notify them with in **************************************************************** replacement. I explained that the wheels were never used or put on my truck because of the wrong fitment, the condition is fine. She replied " I'm sorry that is our policy." I was made to feel as if it is my fault that they sent me the wrong product. She would not accept responsibility for the mistake they made. All I want is the correct size wheels that I ordered delivered and they can have the wrong size wheels back. The female rep on was not willing to consider this as an option of solving the mistake they created. I asked her if this is how they always run their business and her reply was "sorry, that is our policy". My order # is ******.

  

  Business response

  10/13/2023

  Dear *****,
  
  We apologize for this inconvenience.
  
  Our customer service team has contacted you yesterday and will work with you to resolve your concerns.
  
  We appreciate your patience regarding this matter.
  
  Thank you,
  BB Wheels

  Customer response

  10/16/2023

   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.

  So far. I am waiting to see if they exchange the wrong wheels they sent me. ****** said they will need to inspect the photos of the wheels in their current condition before allowing to make an exchange or not.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered wheels and tires never shipped but want to charge restocking fee for canceling

  

  Business response

  09/13/2023

  *******,
  
  We apologize for any inconvenience.  Your order was fulfilled, as your wheel and tire package was successfully delivered on 9/5/23.
  
  Thank you,
  BB Wheels

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a set of tires last week. Order ******. ***** failed to deliver them to my house. Im not sure where they were delivered. Nobody ever came into view of my camera or rang my doorbell. My alarm company could verify. I told ****** They said they couldnt find the shipment and to have BB file a claim. I asked BB to do that. They then tell me that ***** says the tires were delivered. ***** says BB didnt file a claim. Said they would accept if the tires werent found before the complaint is filed. The ***** employee took a photo of 4 tires on concrete but its not even my house. BB needs to file the complaint so Im not out of $2,000. At this point Id like a refund. I had to buy other tires but was willing to accept another set to not have them lose a sale. After their refusal to help Id just like the refund.

  

  Business response

  08/30/2023

  *****,
  
  The four tires you ordered were fulfilled and delivered to your shipping address per your order, following our terms and conditions. It is the customer's responsibility to secure packages upon delivery by our shipping partners.
  
  *************************************************************************************.
  
  Thank you,
  BB Wheels

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a set of wheels for our new truck.They arrived in 4 separate boxes, one box was opened during shipment. We looked at the wheels, they all appeared fine. The next day, we took them in to be installed. After the tires had been put on, they discovered that the one wheel from the open box was damaged and the tire could not be installed correctly. We took the wheels and tires back home and contacted BB Wheels.They stated that they would need a report from the install facility regarding the damage to the wheel.We then went back and had this done.The report was provided to BB Wheels. They then stated that because the wheel was mounted to the tire that they could not refund us for the damaged wheel.They simply have said, sorry, not our problem and that we should have contacted them before the tire was installed on the wheelIt isnt our fault that the wheel was damaged in transit. And there was no way we couldve known the damage until the tire was installed in the wheel.They are refusing to refund. Very displeased with this company.

  

  Business response

  08/30/2023

  **** and ****,
  
  We apologize for any inconvenience. The product has been installed. Unfortunately, if the product has been mounted/balanced, the product is not eligible for a return or return.
  
  Our policy reads, "Upon receiving your order, we ask that you inspect all products upon receipt of the items. BB Wheels must be notified of any incorrectly received products or shipping damage prior to installation and within 48 hours of receipt of your products. If notified after installation, BB Wheels cannot accept a return or exchange on any damaged or incorrectly received items."
  
  *************************************************************************************.
  
  Thank you,
  BB Wheels

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of rims I gave them my vehicle make and model and when the rims arrived I took them to get installed at the local ******* tire shop. The rims did not fit they were 16 in when I should of had 17in. I called BB Wheels they said that I would have to pay a restocking fee and shipping. So ******* suggested going with a 16in tire..that I would have to buy so I agreed. ******* then tested the rim to make sure it fit and it wouldn't go on the stock vehicle because of the rim hitting the brake caliper. So I called BB and they said send pictures which I didn't and a video of the rims not fitting. They replied back they would have to speak to the manufacturer and manager and would contact me. I waited and never heard back so I emailed and the reply was the manufacturer and manager said I would have to pay shipping when THE rims wouldn't even fit my vehicle. It is not my fault. So I called BB and asked to speak to the manager and the lady wouldn't wouldn't let me she said they already decided that it was the manufacturer who charged the return fee. So I called the manufacturer and they told me they do NOT charge a restocking fee. I've tried to email and get more information but no response. This is a terrible terrible way to do business and I shouldn't be stuck with a set of $540 rims I can't even use.

  

  Business response

  07/21/2023

  *****,
  
  We apologize for any inconvenience.
  
  The wheels are eligible for a return if they have yet to be mounted and installed.
  
  If the wheels are still in new and unused condition, we can work with you to return the wheels at no cost to you. 
  
  Thank you,
  BB Wheels

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ****** Went with bbwheels since they seemed to have a nice policy at first look I was under the impression returns would be easy. Too clarify they state you have 2 days after receiving wheels to test fit and not to mount tires on them. Both of which were honored on my part. not that I need a return but rather replacement. I ordered two 18x9 in the same offset as my old 18x****s. Bbwheels flagged my order so I had to contact them rather than them contacting me and I told them I had ****s before and that they had too much poke so I got the 9s instead and that was the end of the conversation. Now that I have an issue I'm told the return policy isn't as good as previously thought rather I have to pay shipping which is understandable. What's not understandable is a 25 percent fee for restocking on almost 700 bucks in wheels. Just wish I could get these switched out with out spending nearly **** for a pair of wheels.April 9th 2023 we ordered April 13th 2023 we received April 13th I called bbwheels and submitted this

  

  Business response

  04/24/2023

  ****,
  
  We are sorry your experience has not met your expectations. Our return policy is communicated before you checkout and via the order confirmation after your place your order.  
  
  You ordered these wheels online without any help from a fitment expert. Additionally, because our fitment quality team noticed a potential issue with your order, we contacted you to bring the potential fitment concerns to your attention. We always aim to help you resolve any potential problems before we ship out the product. However, you advised us that you wanted to proceed with the order as you placed it, even after we explained the potential concern. 
  
  The standard return policy would apply.
  
  *********************************************************.
  
  Thank you,
  BB Wheels

  Customer response

  04/26/2023

  I am rejecting this response because:

  
  

  Well I think it's a shame you call yourself a family business. That's obviously not the case and is definitely just a little ploy for your reputation. Your reviews on here show that. The wheels ended up fitting fine. Your recommended test fitting for it is a terrible idea and shows nothing of how the wheel fits when compressed tires are fitted. Only thing it does is keep people from returning after being mounted. 

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought custom drilled wheels from BB wheels and when I took these wheels to the mechanic I was informed that the wheels would not be able to be installed when asked why the mechanic explained that the wheel's hole that was drilled was drilled too small to where they could only fit the lug nut (provided by BB Wheels) in but couldn't tighten it down because there was not enough room for the socket. So I was presented with the option to either pay for their service and not have the wheels mounted on there or buy a set of lug nuts from them and get the wheels mounted on there.I then bought these lug nuts with no option and called BB wheels and offered to have the lugnuts they provided shipped back in exchange for the price of the lugnuts that I had to buy seperatley which was $80. The person that took my call said that they could not give me a refund as they were not going to take responsibility for what happened. They offered to tell the manufacturer and see if they wanted to help but gave no assurance on any compensation or help. After I told the representative ******* that this would affect my review on BB wheels she got mad and threatened to hang up. After paying $2,000 on wheels the least I expected was to have my wheels installed with no extra cost and call it a day. But even though I accept that mistakes happen, not taking responsibility for a high-paying customer that has been more than reasonable with this situation and threatening to hang up because I said this would affect my review on BB wheels because they refused to take responsibility for what happened, is completely unacceptable. After paying almost $2,000 to buy wheels and getting the wrong lugnuts that didn't fit and having to go through the hassle of buying a new set of lug nuts they were unable to compensate me $80 even though I offered to send back the lug nuts that didn't fit. Severely disappointed, as of my stance right now, don't buy from this company they will not have your back after purchase

  

  Business response

  04/07/2023

  ******,
  
  Our family apologizes for the inconvenience related to the fitment of the lug nuts. While we cannot specifically comment on the issue you experienced, the lug nuts you received were free with the purchase of your wheels. Unfortunately, we do not have control over the cost you paid through another retailer for the alternative lug nuts. 
  
  As a courtesy, you can keep the lug nuts provided to you, and BB Wheels will refund the BB Wheels retail value of $49.99 for the complimentary lug nuts to the card initially used for the purchase.
  
  We appreciate your patience.
  
  Thank you,
  BB Wheels

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 wheels from this company. One spare and two rears. I went to order the front wheels one to find out these were discontinued. I contacted the manufacturer and was told they had been discontinued since 2019 and would not be making them any longer. I reached back out to BB wheels and they denied any and all liability claiming that I failed to communicate when I place the order when it is not my job to verify if an item is discontinued or not. They were trying to clear old inventory and refused to give me my refund. Now I'm stuck with wheels I can't use and out the money

  

  Business response

  03/23/2023

  Dear ****,
  
  Our family is sorry that you have not had an optimal experience. 
  
  You ordered online without assistance from a BB Wheels fitment expert on three separate dates over two weeks. Unfortunately, we cannot anticipate your purchasing intentions or personal circumstances.
  
  If you want to return the wheels, they can be returned following the standard return policy.

  *********************************************************
  
  Thank you,
  BB Wheels

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 20 inch rims two weeks ago. Two 20x11 and two 20x9.5 for a staggered wheel setup. Instead of 20x9.5 rims they sent me 22x9.5 due to a mistake the manufacturer made with the part number. I sent pictures and they acknowledged their mistake. Instead of just sending me the correct rims I ordered they said it was against their policy and they would have to send me a refund (I havent gotten yet) then i would have to make a phone order to re purchase the wheels. By time i get my refund what if the correct rims i need is out of stock??? ******* the customer service rep was very disrespectful and treated like she was the victim. The whole customer service team is giving me the run around and hasnt contacted me yet. Now i want a full refund and they said they would have to charge me a 25% restock fee for the other two rims for a mistake that wasnt my fault. These people are scammers I will never buy from there again.

  

  Business response

  03/15/2023

  *****,
  
  The two wheels in question have been refunded in full.
  
  If you choose to return the two remaining wheels, they will be refunded in full as long as they are returned in new and unused condition.  Additionally, if needed, we will provide return shipping labels free of charge.
  
  Please get in touch with our customer service team if you need assistance returning the two remaining wheels.
  
  Thank you,
  BB Wheels

*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. ↩