ComplaintsforRevzilla Motorsports

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8-12-2023 I ordered a headlight for my motorcycle. It arrived on 8-15-2023 upon installing that same day I noticed it was not working properly. I contacted Revzilla who I purchased it from and they referred me to ****** ******** which is the brand of headlight it was and stated that they like to handle their warranty issues. I contacted ****** ******** who wanted me to do troubleshooting with meters and what not. This was a headlight that I literally just ordered and installed I did not want to go through troubleshooting, as I feel as though a brand new item I ordered should have arrived working properly so I contacted revzilla explained that and they asked me to send pictures of the headlight along with some info which I did. I have not heard anything back from them since. This has been a headache and at this time Id just like to receive a refund.

  Customer response

  08/20/2023

  The business has reached out and instructed me to return the item for a refund

  Business response

  08/21/2023

  RevZilla has been working with this customer on a resolution.

  A Return Authorization with a free *** Shipping Label has been provided to him so that the item can be returned to us for a full refund to his original method of payment.

  Business response

  08/21/2023

  We are happy to see that you have worked with our Rider Service Agents to set up a Return Authorization.  Once we receive the headlight, we will refund your ****** Loan.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase from this company for a motorcycle Helmet and matching face shield. The product was never received. I called many times. Was told to call back on 8/6 if not turned up and would issue refund. The agent I spoke with was extremely rude and unhelpful. When I told him he was doing an awful job and demanded a manager he ended the call!

  Business response

  08/07/2023

  Hi ******,

  I am not quite sure what the issue is here that prompted your Better Business Bureau complaint, but when you called and spoke with one of our Rider Service Center Team Agents yesterday, you were fully refunded to your ****** Loan on the spot, even though we have not yet conducted the Lost Package Investigation.  *** had confirmed the delivery of your package on 08/03/2023 2:11 P.M. EDT.  The refund was successfully posted to your ****** Loan on 08/06/2023 @ 01:23PM.  We also sent you an email confirmation of the refund.
  
  If you have not seen the refund post to your ****** account, please feel free to reach out to ****** directly.

  Customer response

  08/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  This complaint was filed prior to me speaking to the third agent that day. It is mostly due to the lack of customer service, rude behavior and being hung up on by your agent. I don’t care about the money for all I care keep it. The agents need corrective actions. If you can’t see that or don’t want to see that then your company has a larger problem and my complaint will not be the last. 
  
  Regards,
  
  ***************************
  

  Business response

  08/08/2023

  Hi ******,

  I am really sorry to hear that you feel the way that you do, but I am really glad that you have received your helmet and are working with us to resolve the payment issue now.

   

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased on July 1, 2023. Order #********. I paid $450 USD for an Adventure motorcycle jacket that I never received. I also paid $90 USD in shipping. I have contacted Revzilla several times via chat and phone, in an attempt to rectify this issue. They simply tell me there is no manager available and I must continue to wait. My last contact with Revzilla was on July 26, 2023 at approximately 1430 hours. On this date, they again stated there was no manager available to assist and there was nothing more they can do, but to wait more time. I recommend Revzilla be obligated to refund my money immediately. I also recommend a financial penalty be issued to Revzilla for improper and illegal business practices.

  Business response

  07/27/2023

  Hi ******,

  I am sorry to hear that you feel the way that you do.  Your Live Chat request and email follow-up request from our company have been promptly answered.

  The items from your order are still enroute to your location in Colombia.  Sadly, we have no control over the speed in which the package is transported by the carrier, nor are we able to control any aspect of the customs process once the items that you have ordered arrive in your country.  As you know, you will be responsible for any duties, fees, or taxes that are required as per your government's laws and regulations.

  As per the policy of the carrier (USPS) we can initiate a trace of the package if there have been no scans after ten (10) business days.  Once that time period has passed, please feel free to reach out to our Rider Service Center and we would be happy to follow-up for you.

  Customer response

  07/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  First, let us establish that my feelings have no part in this.

  Fact is, I ordered a product from Revzilla on July 1, 2023, it is now July 29, 2023, and I have not received my product. Quote from Revzilla international shipping policy; "Please allow an additional 7-10 business days to process your order. All Standard Shipping Policies regarding lead time and availability still apply."  Processing begins once the order is received by a business. While I am no mathematician, I am confident we have, at this point, doubled the 7-10 day processing time.  Revzilla policy also states if a package has been "stalled" during shipment for more than 5-7 days they honor a refund or replacement. My shipment has been stalled since July 15, 2023; again, twice as long as required.

  I have spoke on the phone and via chat with Revzilla customer service representatives. They refuse to assist me in this issue.  It is clear Revzilla does not know of, or care to, follow their own established guidelines and policies.  I respectfully request Revzilla refund my money spent on this product and shipping, as applies. I also request BBB annotate this illegal practice on their public website.

  If my money is not refunded immediately, I will be forced to contact the ************************ regarding Revzilla's unfair, deceptive, and fraudulent business practices and the ********** of ******* regarding Revzilla violating federal law.

  
  Very Respectfully,
  
  ***************************

  Business response

  08/08/2023

  This matter has been resolved and a replacement item has been shipped to the customer as we are unable to recover the item that is stuck in Customs in Bogota, Colombia.

  Customer response

  08/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  Thank you BBB for your assitance.

  Regards,

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order this morning and paid extra for overnight shipping. I reached out explaining the order was time sensitive and asked for confirmation the order would be shipped today and the agent lied and said it was. I checked in this evening and was told the item would ship tomorrow. I asked them to cancel the order and they refused.

  Business response

  07/20/2023

  RevZilla certainly disagrees and denies the complaint filed by **************************  The complaintant placed this order 07/19/2023 @ 11:32AM.  The order was received, processed, and shipped the same day and is currently out for delivery today with *****.  (Tracking:  ************)

  Customer response

  07/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a product online (motorcycle handlebar risers), for a total of $80.70 (free shipping plus tax) on 04/27/2023. Received confirmation of purchase via email. Order number ********. Email stated I would receive notification when item shipped. Website and email both said product would ship within 1-2 business days. It is now 9pm on 05/10/2023 and still no notification of shipping. I have emailed customer service twice, no response ******************************** No response to multiple calls. Online chat reps have no information.

  Business response

  05/11/2023

  We just refunded the customer in full by way of apology for the delay - the vendor warehouse that was shipping his order had a software malfunction that caused excessive delays on thousands of orders. The customer did chat in and we let him know about the delay, but I also just emailed him to let him know we had also refunded him in full for the order and that we will send a shipping notification once that warehouse has caught up on the backlog and shipped his item, which we are happy to cover the cost of and still send.

  Customer response

  05/12/2023

  Better Business Bureau:
  
  While it is unfortunate that it took escalation to the BBB for the company to respond, explain, and resolve the issue, I have reviewed the businesss response to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Regards,
  
  *****************
  

  
  

• Initial Complaint

  05/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a product from Revzilla with a less than 24 hour ship date. It’s been days at this point and the product hasn’t shipped. Revzilla refuses to cancel the order and refund my money. They cannot tell me when the item will Ship and say my only option is to return the item when it eventually ships.

  Customer response

  05/15/2023

  The company has resolved the issue by refunding me. This can be revoked and closed. Thanks so much.
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two motorcycle bags from RevZilla, both of which have defects in both materials and workmanship. I bought these online through their website. Both of these bags started failing within a limited number of uses. These fall under the 1 year warranty, yet RevZilla has made it very difficult to return these items and is requiring return shipping costs (upwards of $100 for both items including shipping & packing materials) and cleaning fees among other requirements. The process to initiate a return seems intentionally difficult (requiring multiple emails, contact points, fees and charges, etc) and set in place to deter follow through with filing warranty claims. This is also a very lengthy process in order to get any kind of initiation with returns process, already months out since the first request and defective product(s) were reported.Certain policies seem suspect and due to the nature of the defects, cleaning fees, etc I am uncertain if I received as labeled NEW materials or if this company repurposes and refurbishes defective products and resells them as NEW. ORDER# ********* Date: 02/22/2022 Amount Paid to RevZilla: $220.12 Upon first receiving item noticed the zipper seemed off and potentially a point of defect. I was told that I could pay the return shipping costs and the warranty would analyze and perhaps determine defect or not, in which case I would pay to have it shipped back to me as well. I asked if I could send photos for assessment and was told the only way to process would be to return it. I was told if it ended up failing it would be covered under warranty. In hindsight this seemed like intimidation to keep the product as I did not want to pay money out to have it inspected.The product ended up being defective as the zipper completely failed and the stitching along with zipper teeth came undone ORDER# ******** Date: 09/21/2022 Amount Paid to RevZilla: $310.97 This was another case of poor stitching and the bags separating

  Business response

  02/01/2023

  Thank you for reaching out!

  Sadly, the complaintant does not seem to understand the processes put in place by the manufacturer to evaluate issues with their products on a post sale basis.  We are happy to work with the complaintant once the items are returned to us, but we are unable to facilitate the shipping of any warranty type items.  Additionally, since the complaintant has initiated legal action against our company, they will be bound by the tenants of that dispute.

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  RevZilla has not offered any resolution
  

  This company is making a false claim, another one, in that I have initiated litigation against this company.  This company is also claiming that the items have not been returned, which by the documents uploaded show this item has be delivered and received by RevZilla.  This company continues to make false claims and uses coercion in dealing with its customers and remains untrustworthy.  There is nothing specific in their response into what they have implied.  I have concerns with this company and would not be opposed to joining a class action with other customers/communities who have been wronged by RevZilla but as of yet have not filed any such legal action as they have falsely claimed.
  
  They sold products that were not free of defect in materials or workmanship.  Intimidated me into keeping the product, made a claim that if the product ever failed they would cover the return and refund me.  I complained about worries with this product shortly after receiving and filing a claim for another product that was faulty that they sold me.  During that conversation I was told the only way to assess was to pay for a shipping return and their warranty team would assess and if the warranty team assessed there were no issues - I would also pay for return shipping.  I asked if I could send photos and keep a record of my complaint but was again told the only way to process was to return the item.
  
  I kept the item and sure enough it was defective and failed.  As a part of the return process they asked me to submit photos before creating an RMA.  This is suspect, as months prior to the bag failing due to defect, they told me I could not submit photos for assessment from the warranty team.
  
  I will be filing complaints with my attorney general, the FTC and consumer protection agencies along with sharing concerns with public and reaching out to news outlets with concerns of this company's practices and faulty products. 
  
  Regards,
  
  *** ****

  Business response

  02/07/2023

  A further review has found that the item in question has been delivered to our Company.  Now that the item has been returned, we are happy to refund the complaintant in full.

  Sadly, with the ****** chargeback in place, we are not able to refund the complaintant due to the regulations put in place by PayPal.  Once the chargeback is withdrawn, we are happy to refund the complaintant in full for the purchase of the item.

  Customer response

  02/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  RevZilla has still taken no action and remains untrustworthy.  RevZilla's claims as to ****** regulations preventing refunds amidst Dispute of Charges are unfounded.  I do no trust RevZilla will follow through with claim of refund once the protections in place through ****** Dispute Resolution have been withdrawn and investigation into RevZilla have ceased.
  
  ****** Dispute Resolution Support and the agents overseeing this dispute have verified that there are no regulations in place that prevent RevZilla from refunding me, even while a Dispute is currently being investigated and reviewed.  Moreso, ****** Dispute Resolution Support has strongly recommended that I do not withdraw and close the open Dispute against RevZilla until RevZilla has refunded me.
  
  ****** Dispute Resolution Support has also requested the BBB Complaint History and supporting documents within the complaint history, which I have submitted.  I will continue to keep record, document and share with ****** and consumer protection agencies, etc.
  

  Business response

  03/10/2023

  We strongly disagree with the complainant's assessments and reporting of the facts surrounding his issues.

  With all of this mind, once the ****** chargebacks are resolved or withdrawn, we are still willing to standby our position to provide a replacement item or store credit or even potentially a refund for this particular item.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Was supposed to get a motorcycle tire delivered but it has not been delivered. It has come up lost or stolen in transit.

  Business response

  01/24/2023

  ************** placed Order ******** on 12-29-2022 for a ******** K60 ***** Tire (120/90-17 64T TT).  The tire was shipped from our RevZilla Fulfillment Center in Las Vegas, NV on the same day and shipped via the ** **** shipping company, using tracking number ***************. The delivery company delivered the tire on 01-04-2023 at 1539 hours local time and supplied a picture of the tire delivered at the front door of **** **********, Sedro-Woolley, WA *****.  The picture of the delivery and the tracking info are attached to this response. 

  On 01-07-2023, ************** reached out to RevZilla via email requesting info on the delivery.  He was advised that the delivery had been made and confirmed that the photo of the tire supplied by ** **** was taken at his front door step area, responding "That is my front door but there was nothing when I got home."  As the tire was taken without the knowledge or consent of **************, we are happy to offer a discount on a replacement tire, but we are not responsible for a criminal act after the tire was delivered and ************** was advised to contact the local police.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a helmet on 8/23/22 and returned it on 8/31/22 for a refund since was too big. I was told by the store that I will receive the refund after they received the returned item. They received the item first week of September but refused to make the refund because they claim that their is a chargeback open with ******. I have reached multiple times ****** that confirmed chargeback is closed but that they can not take it out of the resolution center. I have sent an email with screenshots showing that the case is close to prove to the seller but are still refusing to make the refund.

  Business response

  10/21/2022

  We are sorry to be the bearer of bad news, but this complaintant has an active/open ****** dispute/chargeback with our Company.  The dispute/chargeback is still open and under review by ****** (See Attached screenshot attached that was taken this date from the ****** as this response was being prepared.

  The complaintant does in fact need to reach out to the issue bank/financial institution to withdraw or close this dispute/chargeback and we will close this transaction.  While the dispute/chargeback is still open within the ****** system, we are unable to post a refund.

  Customer response

  10/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have reached ****** multiple times and was informed that case / dispute was closed. Also, I have told business about this and submitted screenshot of chat bot (only way to evidence that case is closed) but they still saying is not enough. I attached the screenshots.
  
  

  Regards,
  
  ***************************
  

  Business response

  12/29/2022

  As we have indicated previously, this complaintant should reach out to ****** directly.  Now that the dispute has been closed by ******, the complaintant has been refunded as part of the chargeback settlement.  Due to the personal and financial nature of this transaction, we would recommend that the complaintant reach out again to ****** for the details of the transaction(s) associated with this order.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a motorcycle helmet (#********) and the item never showed up. I told the customer reps that the item might have been stolen from my from my front porch and that the delivery driver didn't follow my delivery instructions that were posted on the door. They told me that they weren't responsible for any missing items and they weren't going to file a claim with the delivery company (OnTrac). Every other online retailer I've dealt with in the past either provides a refund, store credit or re-sends the missing item. I've been buying things from this business for years and never had a problem but this will be the last time unless this issue is resolved.

  Business response

  08/22/2022

  Sadly for the complaintant, he reported this package as stolen from the delivery address after it was successfully delivered by the carrier.  furthermore, the complaintant reported that he had video of the package being stolen from the delivery address.  This matter would need to be reported to the responsible local law enforcement agency.

  Additionally, this individual has invoked his rights under the ***** therefore we are no longer able to contact them to provide a discount on a replacement item, which we are happy to do.

  Customer response

  10/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  My request to get a replacement or refund was not honored. My request to have my personal data deleted was honored but is not the subject of this complaint 

  Regards,
  
  *******************

  Business response

  11/03/2022

  Sadly for the complaintant, he reported this package as stolen from the delivery address after it was successfully delivered by the carrier. Stolen packages are not some that our Company would have any control or responsibility over.

  Furthermore, the complaintant reported that he had video of the package being stolen from the delivery address.  This matter would need to be reported to the responsible local law enforcement agency.  Additionally, the complaintant may have standing to report his personal loss to his property insurance carrier.

  Additionally, this individual has invoked his rights under the ***** therefore we are no longer able to contact them to provide a discount on a replacement item, which we are happy to do.

*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. ↩