50 customer reviews of carid.com
CARiD Rating
Description: CARiD.com is an e-commerce retailer of auto parts and accessories, specializing in both OEM and aftermarket products.
Founded in 2003 in New York City, CARiD.com serves over 50,000 automotive products for most existing cars, trucks, and SUVs. Among its best-sellers are body kits, lambo doors, dash kits, custom grilles, spoilers, lights and logo mats.
At CARiD, we showcase the finest car accessories that do the trick. We offer aftermarket car parts, designed for specific models, resulting in a precise match and a perfect interaction with factory parts and mechanisms. Whether it's technical upgrade, protection, or exotic fashion, our line of accessories has you covered. The most respected brand names along with the best value are why this is your premier destination for all Car Accessories and Performance Parts that add character and class.
Address: 1 Corporate Drive, 08512
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The first experience started when I ordered various Items on March 9th, 2020. I received all my items about when I expected it except, I was missing a single $100 item. I didn't think much of it until over a month had passed. After 1 month, the item was never even shipped, so I decided to contact CarID and learn what was going on. This is when things went bad.
I was told to wait 48 hours while they contact the manufacturer. 48 hours pass and I hear nothing. So, I contact CarID again, and I'm told to wait another 48 hours. I'm patient, almost too patient, and this repeatedly happened for about 2 weeks where I was told to wait 48 hours. On various occasions I was promised I'd be contacted back and each time, I'd only get silence. So, this is when I got more serious about the process and began contacting everyone I could to get results. I was thrown in circles every day as I contacted the company at least once a day all throughout April. I really wanted this item as I couldn't find anything else like it on the market and I paid good money for it.
As time passed of this back and forth, May came soon enough. As I'm contacting support once again, I get a message soon after a back and forth that my order was canceled by CarID. That WAS NOT what I asked to happen! I was frustrated, but I stopped caring as by May 7th, my order was canceled, I was sick of being thrown in circles, and I was willing to just get my money back and forget about this whole ordeal. I assumed it was due to Covid19 and I dropped it holding no grudges.
Then came my recent experience. I've been building a part list and planning on modifying my car for a long time now and with all my pieces finally collected over the months of ordering, I brought my car to the shop and was having many modifications done. I then got a call a few days later saying my very expensive spoiler I bought had 2 identical brackets, so I needed the driver side bracket. So, I contacted CarID and you wanna guess what I was told? They said once again, "Please wait 48 hours". 48 hours passes with zero responses, so I contact them again and they apologize and ask again for 48 hours. I decided to give them 2 more days and after another 48 hours and no response, this is when I got serious.
I went from being mad to having to be the kind of customer I genuinely hate. I begin telling them to stop telling me to wait 48 hours and I need someone that can help me now. They do nothing for me, so I do some research and get ahold of the original manufacturer. I find out who I need to talk to, and I learn that CarID had sent ZERO emails and they had ZERO phone records of CarID contacting them. Even though CarID claimed to have contacted them various times, I was told CarID hasn't contacted them a single time. Which, the manufacturer was more than kind and I eventually ran into a man named Joe. Joe was completely honest with me about their COVID situation and how things are a little slow. I completely understood and all Joe asked was that CarID had to verify the order.
It had been over a week of this back and forth, and to learn they hadn't even contacted the manufacturer once made me want to spit venom. I called customer support for CarID and was as polite as one can be in this situation when you have to tell someone you know they're lying, and they need to do this now. Shortly after, Joe did receive an email! But time passed and no email with a tracking number was sent to me. Suddenly for 2 days, I wasn't able to contact the manufacturer I had to go through CarID once again to learn what was happening. So, for the first time, my patience finally cracked, and I refused to get off the phone until someone could help me. I kept explaining my situation as to why I will not wait 48 hours and the circles they keep running me in. I was very adamant on not waiting 48 hours and that I needed something to happen now. The person over the phone just kept saying "sorry, but there's nothing I can do", so I kept asking for someone who can do something. In the end, after a while of getting nowhere, I just hung up.
I then spent hours finding out why I couldn't get ahold of the manufacturer and they were kind enough to give me Joes personal work number, and I finally got ahold of Joe. Joe apologized and was 100% transparent as to the warehouse situation and why the bracket didn't ship in the 2 days he promised. He then told me that the issue was resolved, a sticker was printed, and I was going to get the shipping number the morning after. I asked him to please just email me and not CarID as they will not update me on this. Joe was fantastic, did as he promised, and I finally got the tracking number of this bracket I needed. He also informed CarID and guess what? I still have zero responses from CarID 2 days after it was actually shipped.
Joe was fantastic, and you can't blame customer service, warehouse workers, or others for a once in a lifetime world pandemic. I ended up laughing and joking around with Joe in the end and he was fantastic in every way. But what CarID did to me was inexcusable. It took me 15 days to ship out this bracket from the manufacturer starting from the first day I contacted CarID. It would have never made it to me if I didn't go out of my way to handle this myself. It was an eye opener to know that this company would gladly make me wait months in hopes that I'd forget about the issue. Even if they did send the emails and I was misinformed (which I highly doubt), why didn't they make a phone call after I had stressed my constant issues and importance of this ordeal to get this bracket to me asap. I offered continuously to pay for shipping and a new bracket, as I was just that desperate.
I will NEVER buy from CarID again. I will only go to the direct manufacturers from now on. You would think that as a vendor, they'd at least give you a viable reason to use them as having a good connection with the customer is really the only reason someone would go through a vendor anyways. There was plenty of nice customer service members in CarID, but being nice doesn't mean they'll help, care, or do anything about your issue. There was one customer service member who gave me $15 for the inconvenience and let me tell you. When you are doing a car modification project where you've already dropped over $8k. I couldn't care less about $15 over the money I've spent and the enormous amount of time and stress I dealt with when dealing with CarID.
Seriously, buying from them is convenient until you have anything at all go wrong. If you have to deal with the customer service, you're out of luck. Do not wait 48 hours for them, as it's only their excuse to have you sit around and push the issue towards a further date instead of handling it now. Think about it, why would they spend the crazy number of hours on the phone with me and not just call the manufacturer once while on the phone with me? The answer is, they don't care, they aren't here to help you, and even the ones that want to help you, they're not given the power by management to make any meaningful change.
UPDATE: I contacted CARiD as I was instructed to do from their response to my initial review. Then I spent the next 3-4 wks "negotiating" (trying to work with them to correct the problem I stated in my original review) but it was hopeless! Even when I updated my online order to match their numbers on the shipping (which by the way was over $60 on an almost $400 order... imagine charging me shipping on such a large order), their numbers would always be much more than what it showed me online. I even printed off my online order & emailed it to them to show them online prices... and CARiD still could not/would not match the online prices. AND, in their response to my review, they stated they would give me an additional discount to make up for all the trouble I've had with them. Guess what?... no discount was given for my trouble. They are just NOT trustworthy, honest or good people to give them my business. Not Good!
Keeping my cool, I decided to changed the delivery address to California, to my friends house (as my friend would be visiting me down here on the islands on Nov 14). Thinking from Nov 1st to Nov 13th would be sufficient time to ship a pair of headlights I decided to change the shipping address.
After speaking to the customer service representative (Ronny) I was assured that the new shipping address was updated and that I would be receiving a discount for both the inconvenience as well as the shipping (since shipping was less than what I had originally paid with the new address).
A couple of days pass and I do not get any discount or even confirmation that the new headlights were shipped to the new address. I called again and simply told the customer service representative that I would like a full refund on the headlights since they were not shipping them.
However the representative stated the product would be shipped, and to wait it out 24hrs. Being considerate I did just that.
Keep in mind I needed the headlights at my friends house before Nov 13 (so he could being them down to me here in the islands as his flight left on the 14th). 24hrs had passed and I called customer service again, I told the representative that I needed the headlights by the 13th or before and wanted 100% confirmation that they would be delivered in a timely manner. The representative then proceeded to tell me and provide a gurantee that the headlights would arrive before the 13th.
However, a couple more days pass and I check the UPS tracking number and AGAIN, there is no movement. I emailed CarID and stated that I wanted a full refund on my purchase since they were not delivering my ordered product in a timely manner however, the customer service representative (Andy) stated that the product had already been shipped and would arrive by the 13th or the 14th, so there was nothing that could be done. I then emailed him to ask to speak to a manager or someone of higher authority that could handle my case properly. However, as you may have guessed my email was ignored along with my concerns. So currently, the headlights I ordered are completely useless to me plus I wasted around 350 dollars on a product which will never get to me due the lack of timely shipping and terrible communication on behalf of CarID.
TLDR: CarID employees will tell you whatever you want to hear to get you to buy a product. CarID is difficult and unprofessional company to work with, I do not recommend ordering any aftermarket car parts from them, go somewhere where the employees actually care about your concerns. DO NOT ORDER FROM CARID!
After waiting a week or so we received the bumper. And to our dismay the lights that the customer service person helped purchase do not fit the bumper when you have your license plate light on the bumper.
We called CARID and CARiD said that they are the wrong lights. But still after discussions the other lights won't work either.
Then my husband measured the bumper and realized that the bumper won't fit the 2019 F250. It is off by 9/16th
MY husband did another search to find a bumper that will fit. He did find another bumper and called the manufacturer to verify that it would fit our truck especially with the magnum receiver and the manufacturer explained yes it will.
Well unfortunately we could buy the bumper from the manufacturer directly. So, my husband called CARID.com and spoke to a customer service rep explained to them our issue. That we need to send the first bumper back and need to then purchase the second bumper. And the customer service rep said not a problem. She will put the paper work in and when they receive the first bumper, she will then send out the second bumper and give the credit for the first bumper and charge for the second bumper.
Customer service rep said you should receive an email 24-48 hours with the return information.
So we wait 24-48 no email.
I followed up with CARID again. And they said they would need pictures etc. So, I did sent them an email with the pics.
They said let us review the email and we will send you another email 24-48 hour. OK.
I wait 24-48 hours nothing.
I call again and then they said they contacted the manufacturer and they will need to see pictures of the packaging. So, we took pictures of the bumper already to ship.
They said ok give us another 24-48 hours.
So, I wait 3 days.
I received nothing in email.
I call again.
Then I receive the 2nd bumper in the mail.
They charged my credit card for the second bumper.
And I still have the first bumper.
So, at this point I am so confused. But was like no problem. I will just send the first bumper back.
So, I called CARID again asking customer service the status of this email I need to receive to send the 1st bumper back to them.
It has been several weeks to get this done.
And they said well the manufacturer never received the packaging pictures. So they will need 24-48 to send me the email.
I asked for a supervisor and now the supervisor said she will personally take care of this and will contact the manufacturer and send the email to me by tonight or tomorrow morning. We shall see.
Then the supervisor says oh by the way, you do know that you are responsible for shipping this product back to us. You have to find the fright carrier and pay for it yourself.
I said NO. I was never told this. Why should we have to take care of this since the bumper doesn't fit and the what is on your website that shows the lights and the lights do not fit with the license plate lights in. Which by law you need. This is false advertisement.
She said that my account doesn't show anything about the bumper not fitting. And she will need pictures. So I sent them the pictures today. We shall see if I have to just eat the shipping cost.
Had to call again and they still they still have not been able to get me what they want. They will not give me the presidents of the company email address or any Vice President.
What do they have to hide.
I've used this company in the past and didn't have any issues, but boy when I did they handled is VERY poorly. I work in the pizza business and trust me we have 100x better customer service on a $18 pizza than this company did on a $215 order. Just own up to your mistake and re-ship the order. You do not give the run around to customers who have hundreds of dollars tied up on an order when your company is responsible for the mistake. So long story short, I will never be ordering from this company again. This one time Carid.com went above and beyond to screw over their customer. If you read this and still choose to order from them, best of luck to you especially if they screw it up.
I put in an order March 5th 6AM. I was in a hurry and didn't notice the ridiculous shipping fees. The order had not even been verified so I had to message customer service for a cancellation. That morning customer service replied that CARiD had requested a cancellation on my part. March 7th I received an email that the parts were shipped. I again contacted customer service and was told part of my order could not be canceled but the other part was still pending. The remainder of my order was also shipped. Now I am waiting to see if all the ridiculously high shipping fees will be returned when the parts are returned. Apparently cancellations are NOT possible on CARid
Dear Mike,
Thank you for contacting CARiD.com!
I regret to hear you have to cancel the order. I have already requested the cancellation. Please allow 3-5 business days to cancel the order and issue a refund. As soon as the refund goes through, you will get an email with the transaction ID.
If you have any additional questions, please feel free to contact us at CARiD.com!
Thank you and have a good day.
Sincerely,
CARiD
Elisa
Dear Mike,
Thank you for choosing CARiD.com!
I do apologize for the inconvenience, however, the cancellation was denied for ECK ARNLEY® - Valve Cover Grommet. The order has been shipped and we are not able to cancel the package which is in transit.
According to the tracking number 1Z0X*******3555, the package will be delivered to you on 03/12. In this case, I would kindly ask you whether you would like to keep the item or return it.
If you want to return the part, please do not refuse the shipment upon the delivery. Contact us and we will assist you with the return.
The cancelation request is still in process for GENUINE® W*******656-OES - Valve Cover Bolt and GENUINE® W*******877-OES - Valve Cover Bolt.
If you have any additional questions, please feel free to contact us at CARiD.com!
Thank you and have a good day.
Sincerely,
CARiD
Ruth
Dear Mike,
Thank you for contacting CARiD.com!
I do apologize for the inconvenience, but the cancellation was denied. All items had been shipped before the cancellation was completed. We are not able to cancel the package which is in transit. According to the tracking numbers 1Z3F1W*******642, 1Z0X*******3555 the packages were delivered to you on 3/10 and 3/12.
In order to issue the refund, you will need to return the packages back. Please confirm, whether you have received the packages and we will issue the return paperwork for the return. If you have not received the packages, please confirm your shipping address 2894 South Grimsby RD 19, Canada, West Lincoln, Ontario, L0R2A0 so we can file the lost came for you.
I look forward to your reply.
Thank you for your business with us and have a great day!
Sincerely,
CARiD
Ron
After realizing there was a problem with my order I called Carid and CARiD refused to let me talk to a manager. The sales people speak perfect English, the people who handle customer concerns after the sale have little grasp of English and are purposefully hard to communicate with. This is a tactic designed to leave the customer feeling confused and gives company the excuse that you just didn't understand what they told you. I've worked in the customer service field and have seen this numerous times.
Carid uses bait and switch sales tactics. I ordered wheels that according to they're system fit my vehicle. You'll note that if you use their shop by vehicle feature, it says "guaranteed fitment". I paid $601 for the set of 4 wheels, and locking lug nuts. The next day I was told by my salesman, Kevin, at extension 8931, that the wheels I ordered were not load rated for my vehicle, so, "they were unable to ship them to me". Kevin then found a set that looked approximately the same as to the ones I ordered but were $216 more expensive. Hence the bait and switch. In my opinion this additional cost should of been covered by Carid under their "Fitment Guarantee". Anyway, I paid the additional amount and was told they would be shipped in two days. Today they informed me that the wheels that DIDN'T fit were mistakenly shipped so I would have to wait until they arrived, ship them back at my expense and then they would ship the correct wheels. (Keep in mind they already have my money so I'm in a bad position here.) I spent over 2 hours on the phone and was passed from CSR to CSR, all the while asking to speak to a manager. I was told time and time again that there was no manager to speak to, that they in fact did not do that. Finally out of pure frustration I cancelled my order. They told me I would have to wait till the set of wheels they sent by mistake, the ones the sales person told me were never shipped in the first place, were sent back to them, once again at my expense, before I would be refunded the $817 I have paid! After I calmed down, (I was on the verge of cussing them out), I called back and spoke with a CSR I could somewhat understand, and after about 20 minutes was told that it was the manufacturers mistake that the wrong wheels were shipped and that they would pay the return shipping. At this point all I really know is I'm going to have to load these wheels in my truck, haul them to, and into, the local UPS store, ship them back, perhaps at my own expense and then wait till they receive them to get a refund. All of this being caused by a mistake made by CarID. I've not once been apologized to, offered a discount or any kind of perk to make up for my inconvenience. To add insult to injury before I found out about this mistake I ordered another product from them. I thought about cancelling it but am afraid if I do, that money will also end up in limbo too! To sum this up, I dont, wont and cannot recommend that anyone purchase anything from this company. They may in fact be a great company to do business with but their wheel matching system does not work because it does not take the load rating of the wheels into consideration and their "fitment guarantee" isn't worth the paper its written on if that "guarantee" doesn't even cover return shipping. And worst of all, the level of customer service given is the worst I've ever seen in the last 50 years. The fact that they use people who have communication problems because of their language issues to provide customer service says it all. In my opinion nobody should ever use this company. Today is October 30th, 2019. I will update this review as soon as this matter is concluded. I'll post whether or not I had to pay return shipping or if I received a full refund, but as I said, at this point it is my opinion that your should take your business elsewhere. My sales representative was Kevin at extension 8931 who has failed to return my messages.
11/4/2019 Received message from whomever responds to reviews asking me for the order number so they could correct the problem. Responded as requested.
Spoke with a rep this morning and am now being told that since they rerouted my order back to the shipper my money is being held until the shipper receives it, inspects it and verify that it is in good condition. Since the wheels have never been in my possession and carid said they shouldn't have been shipped in the first place why is my money being held? Suppose they wheels are damaged during shipping. Does this mean my money will be held while the dispute between the shipper and Carid goes on? And if they cant resolve it do I now own a incorrect for my vehicle set of wheels located in another state? This is turning into a nightmare Talk about a company with no common sense. No regard for the customer and only loyalty to themselves! I guess I'm going to have to dispute the charges to my credit card company and let them resolve it. I was told this morning that my money would be credited back to my account by Tuesday. I somehow doubt it. Stay tuned for another installment of, "The Adventures of Ganked by Carid Man"
Never trust a drop shipper!
11/5/19 Called them today and they said my money would be returned within 24 to 48 hours. My money was in fact returned today. I will say this, if you decide to order from them, do it over the phone. Dont do it online. The app that fits wheels to your vehicle doe's not take all parameters of the vehicle into consideration. I've raised my score from one star to three because while I don't agree with the policy of holding the customers money hostage because they made a mistake, they did do what they said they would do and return my money,
8/6/19 Decided to take another chance and order another set of wheels. Called in this time and spoke with a CSR and choose a set of wheels and had him verify that they would fit my vehicle and were load rated for it. He said all is well and they would work perfectly. He sent me an email to order them on so we could pay for them with Paypal credit and I had just opened it about 20 minutes later and was getting ready to order them when I decided to call in and have another CSR verify they would fit. Guess what, they wouldn't. They were not load rated for my truck. Had I bought them this whole nightmare would of started all over again. Stay away from these people. They have no idea what they are doing. Lowering my rating back to one star!
What I don't understand is that when we purchased the item CARiD were intended to be in perfect working order. I sent you a video of them not working as you requested. So testing them or not, when the product was in use on my vehicle the item did not work as intended. I don't care how they were tested. As a customer who purchased the product off of your website and that item did not work as intended, I should be able to return that item without hassle.
Throughout this entire ordeal, and I stress ordeal, CARiD has made it as difficult as possible to deal with. It took almost 5 days to get an initial response to my exchange, which your website allowed me to do. When I received the first response it was only to tell me that it would take another 3 days to get the paperwork together for the request.
A few days later, I got a reply saying I needed to prove to you that the item wasn't working, as if I enjoy purchasing car parts online only to request a return a day or 2 after they were installed. At that point, my wife was out of town on a business trip and her car was with her. So it was impossible to take a video. After she returned they were reinstalled and the video was taken a few hours after they were installed, when same light failed to function as intended.
It almost took another week to get a response and I had to call in. After explaining the entire issue and explained how long it was taking to get the return labels sent to me. The customer service agent was able to get them sent out to me within a day. I also told her that I was so fed up with this whole thing that all I wanted to do was return them and not even exchange them only because of the hassle you all put me through from the start.
In the end, I don't want to lights and I want my refund back. You are saying that I can't return them because they are used. Of course they are used. I purchased them with the intention of using them and not having one of the lights go out after being installed. I want my money back since I don't have the light and I paid for something that did not function as intended.
This issue is not with me but with Spyder lights. I understand that they can hook them up to a device and test the product. I understand that this is how they decide if the lights work or not. It doesn't mean that when their product is applied to my vehicle that they work. The original tail lights function properly meaning that there are no connection issues and that the issue has to do with a part of the SPYDER light that is not communicating with her vehicle.
Please stop pretending that I am hear to screw you. I have an item that did not work for me. I wanted to return it and get my money back. At this point you have $208.56 of my money with nothing in return. I want the return issued back to me. Yes I saw that you issued the return to my PayPal account only to take the money back. You can deal with SPYDER over the issue and not with me. This is poor customer service and a horrible way to treat customers who are actually just trying to do the right thing and return something that did not work.
I can tell you that after all of this I WILL NEVER PURCHASE A THING FROM YOU AGAIN.
That being said, I feel that CarId has earned a 4-star rating. I am satisfied that I was able to obtain a refund for the steps that didn't fit my vehicle. I also feel that withholding 1/2 star for the shortcomings of the website and 1/2 star for complicated return policy is a true and honest evaluation.
So while I have been dealing with five members of the CarID customer service department trying to resolve this directly, an anonymous rep implies that I'm not a customer but here as a competitor making comments to damage their reputation. "I would love to help, but you never provided with the order number, as if there is none. The market is full of competitors, using even dirty tricks to spoil the reputation." Then this person tries to brush off the insult with "I am sure you are a true client and have indeed the existing number." Yes I do have an order number that I provided directly to CarID. I didn't realize this was the forum with which to resolve disputes. If so, please tell me with whom I am dealing and I will be happy to oblige. Meanwhile...
As it turns out, I did finally receive the return authorization from one of your reps and shipped the steps back yesterday. I was waiting to update this review until I had more to report. What remains in limbo is my refund, as in when I might receive it and how much I will receive. I do expect a full refund since this nightmare was caused by an error in fitment information omitted from the CarID website. What I have been told is:
"The fitment issue is two-fold: a client needs to get the correct item or a refund, and the manufacturer needs to find out where the problem appeared. That is why the manufacturer has obliged to send the pictures, showing the fitment issue. This is their condition to issue a full refund. The reason, why we asked for pictures, based on the manufacturer's demand. I understand you did not want to send the pictures, however, this has complicated the return."
And
"At this point the item is on the way back and once received, we will be able to issue a refund."
Now first of all, I did send pictures of the location where the steps interfered with the body panels. I was told, in fact pressured, to force the steps into an installed location despite any damage that may occur. The steps could not be installed because the mounting holes would not align.
Second, I spoke directly with the manufacturer about this, explained the problem, and was told a return wouldn't be a problem since the steps were not designed to fit my specific model.
Third, I thought I was buying these from the retailer, CarID, and not from the manufacturer. Why is the dispute between CarID and Aries my problem? However if the manufacturer still has a problem understanding why their product doesn't fit my Jeep, I will be happy to take that up with them, again, directly.
Frankly, these should be two separate issues. No hassle returns should be just that. It is new and unused. I don't want it because it doesn't fit what you said it would. That should be enough. However, I did provide two pictures of where the step contacted the body, along with my VIN. I'm sure the manufacturer can take it from there, especially since THEY TOLD ME it wouldn't fit.
Honestly, I wish I didn't have to go through all of this to get my money back. CarID could never repay me for the time I've spent on this issue, hours and hours, trying to find someone who has the authority to do the right thing and issue a full refund. But, I wasn't raised to accept injustice. I didn't spend 22 years as a soldier to knuckle under when moral and ethical imperatives are worth fighting for. All I ever asked for was that the stated customer satisfaction guarantees be honored.
22 May 2018. I open each wheel package 4 of 4 and founded damage to 3 out of 4 wheels the damage was on the front outside of the rim where the person CARiD had installing the tires on the rims didn't know what he was doing because there were marks and scratches around the rims from tires being installed. I called the rep that sold me the wheel package and he was very very apologetic for the damage wheels and ask me to send pictures of the damages of the three wheels, I sent the pictures of the three damage wheels the same day they arrived 22 May 2018. My cardi rep started a claim for the three damaged wheels 22 May 2018 and asked me to repackage the three damaged wheels and cardi would have UPS pick the three wheels up from my house and once cardi received conformation from UPS that they picked up the three wheels, the three replacement wheels would be sent out to me. I was like what... so you want me to wait for UPS to pick up the wheels before you will start working on getting me my three replacement wheels that's going to be three weeks or better, I was like I need to speak with a supervisor cardi needs to compensate me for my inconvenience for the extended wait and repacking three wheels. I spoke with a cardi supervisor and we debated for 20min on what my compensation should be ( $200.00) off my package was agreed and honored. I waited a week after talking with cardi about the damaged wheels and no contact from UPS to pick up damaged wheels now i`m getting irritated so I call cardi about the no contact from UPS to pick up damaged wheels and got some customer rep that didn't have a clue to what I was talking about or how to do there job, I requested to speak with a supervisor and was transfer to a cardi supervisor who assured me UPS would be contacting me within 24 hrs to pick up the three damaged wheels, I also ask why couldn't I just put the wheels in the back of my truck and drop them off at the nearest UPS store and be done with this extended wait. The supervisor informed me that cardi do not recommend that I drop wheels off to UPS so the three damaged wheels are not damage anymore than they already are... really. I waited til 01June 2018 for UPS to finally pick up three damaged wheels from my home and just by luck that I was home cutting the lawn a UPS truck pulled up and I was like wow... you cant make this up no email or phone call they were picking up the damaged wheels today just lucky to be home at the time. I called cardi 01 June to informed them the wheels were picked up by UPS and they can start processing my replacement wheels, they informed me once they check with UPS that they do have the wheels they will start the replacement process. Cardi returned my call 02 June stating that UPS doesn't have the three damaged wheels or they can not locate them in there records as being picked up on 01 June 2018 I was like what? I called UPS and went through the process of helping them locate and track the wheels and recontacted cardi wheels about the location and UPS location that had the three damaged wheels. Cardi confirmed that UPS had the wheels and started my replacement order. Two days later I receive an email from my credit card I used to purchase my wheel package that cardi wheels charge me for three more wheels ( $1700. 00) + the $2609. 00 I already payed for the original order, you can`t make this up first of all its cardi fault the wheels were damage and they turn around and charge me for the three replacement wheels with my credit card that was still on file from the original order this can`t be legal... wow. I called cardi and spoke with a supervisor who stated that that was the only way they could process the order for the replacement wheels and yes he got a ear full! I than contacted my credit card company who informed me on actions to take if the charges were not reversed. With that being said my three replacement wheels didn't arrive til 19 JUNE 2018 and guess what all three had damages to the outside of the rims were you can tell who ever they had installing the tires on the rims again didn't know how to installed the tires with out damaging the wheels, one of the wheels even had a gash in the tire about 1/2 inch, you can`t make this up! I called cardi and informed them of the damages to the three wheels by there installer I also informed cardi I wanted a complete refund of my order and would get my wheel package from another supplier. The cardi supervisor tried to convince that he would assure me that the next three replacements would be shipped to me without damage, I had to laugh to keep from going off! I told cardi I wanted a complete refund on my wheel package, cardi informed me that they would only be willing to give me a refund on the three damaged wheels and not the one that was not damage. Once again they got a ear full and I agree to the refund of the three damage wheels that were there fault from day one! So now I have one good rim with tire and tpms installed to find three good rims to match... I call my local wheels supplier ( Forest Wheel and Tires) and explain the situation and the cardi nightmare I been dealing with for months. The local supplier got me all three rims and tires with tpms in less than one week of me placing my order, I was like what the hell was I thinking not going with a local supplier in the first place the price for the wheel package I order through cardi was only a $150.00 less with out the headache and extended wait would have been well worth it! With that being said the wheels were installed on my BMW and thinking this is the end of this nightmare the local supplier reset my TPMS for the new wheels and informed me I would have to drive my car for 10 to 20min so the TPMS would reset. I drove my car for aleast 2hours on and off that day the TPMS would not reset, I took my car back to the local supplier where I had them install the wheels and guess what, I watched in the shop as they test all four tires for TPM and guess what tire didn't have a Tire Pressure Monitor in it! You guess it the ONE AND ONLY TIRE CARDI MADE ME KEEP AND WOULDN'T REFUND ME FOR say it with me WOW! I called cardi and gave them another ear full and sent them pictures of the wheel with the # SSN of the wheel with no TPM in it and the receipt that I paid the local supplier to install a TPM and remount on my car. Cardi rep informed me that cardi would pay for the receipt in full in 24 to 48hours. I checked my credit card for the refund after a week and no refund from cardi! I called cardi and was on hold waiting on an answer about my refund for 45min, finally somebody came back with the refund was not submitted in the proper format and I would receive my refund for the TPM receipt in 24 to 48 hours... wow! I got my refund in 24 hours and I will just say if you deal with or purchase anything from cardi after reading this than you deserve what ever they dish out to you and some!
After reading posts on this site I don't hold any high hopes of resolution, but I do know I won't be purchasing the other set of seat covers I need for my new vehicle from CARiD. I will post more when, or if, there is resolution.
Synopsis: incomplete product order, inadequate client-centered processes and systems, inability to take ownership and responsibility, and poor leadership.
On 11/28/2020: I ordered an injen air intake system and a set of floor mats from CARiD.
On 12/04/2020: The items were delivered within the expected timeframe.
On 12/06/2020: I begin the replacement of the air intake system. What I failed to do was confirm all components were present and reconciled to the parts sheet. After having removed the old system, I discover the new part I ordered was missing a central component. My vehicle is now inoperable.
12/07/2020: I call CARiD to explain the issue. Thinking for sure CARiD have a process to escalate matters like this (when they are at fault) by sending out the missing part/component within a reasonable timeframe. For a vehicle, which I rely on as my daily driver, I am asking them for a next day air shipment of the component. I am informed by the customer service representative that she has documented the issue and I will hear from someone in 2-3 business days at which time they can tell me when the part may be shipped out. I explained this is not satisfactory-I have an inoperable vehicle, which is in that current state, because of someone else's fault other than my own. The rep states she will try and escalate the matter and I should here from someone the next day on 12/08. I call back a few minutes later to see if speaking with a different rep may yield a different result. I am not offered any better or further solution than before. So, I ask to speak to a supervisor making it clear I am not intended to complain on the rep, I just need someone to advocate for me and escalate this matter to a higher level of urgency. I am told "there are no supervisors available at this time, I would have to put in a schedule request for one to call you within 24 hours."
12/08/2020: I hear nothing from customer service or a supervisor about my situation.
12/09/2020: I hear nothing from customer service or a supervisor about my situation. I call back as the days are counting until having an inoperable vehicle places more of a burden and impact on my work and family. I am told my request for the part is still in process and the manufacture hasn't been contacted yet and this is the first step before a replacement component can be even begun to be approved. Once again, I try my hat at speaking to a supervisor. I am given the same response of a wait period of 24 hours. I decide to call the manufacture (injen out of CA) direct to see if they can come up with a solution. Injen is not able to send me the replacement part in association to my CARiD order because injen has not even heard from CARiD that there has been an issue with my order. I go back and forth with injen who explains because of the logistical and financial flow of the transaction, they cannot simply send me the replacement. I do not agree with this but understand it from a business to business standpoint. I must go through CARiD. Though I now have injen saying it's in CARiD's court and CARiD saying it's in injen's court, Veronica with injen is so patient, detailed in her explanation, and driven to find a solution for me, I opt to purchase the $1.00 component direct from injen (out of my own pocket) and pay the next day air shipping rate of $19.45. This entire process with injen; from initial phone call to the shipment of the replacement component only took them forty-five minutes. There is something broken about CARiD's culture, processes, and systems that someone within their company could not advocate for a customer, come up with a more acceptable solution, front the cost for their error, and deliver. The component from injen is scheduled to arrive on 12/11.
12/10/2020: I receive a phone call from Leah, who identifies herself as a customer service manager who has worked for the company for three years. With no hint at humbling herself and listening to my feedback (I was firm but professional and respectful) she cuts me off and asks, if she gave me a $20.00 credit would it resolve the issue. No, it is the principal at hand. She did not want to have anything to do with hearing about the lack of/poor processes within the company to escalate such issues (at their hand), the inadequacy of supervisory accessibility to customers, or the 72 hour response time it took for someone at her level to reach out. Leah became defensive and continued to cut me off when I would not accept her $20.00 credit to "fix the problem." Leah's communication, interpersonal skills, and problem-solving abilities were robotic and mechanical at best. It is precisely within her role as a supervisor to face feedback and have hard conversations with customers when standards are not met. Leah was arrested by her own need for comfort and had no interest in taking anything from our conversation, which may have been helpful in the refinement of her character or performance or the performance of her team. Before Leah succeeded in rushing me off the phone, I attempted to speak with someone in leadership above her. Leah stated no such person existed that I could speak with over the phone.
They also installed TPMS (tire pressure sensors) that were not compatible with my car. After weeks of calls and emails to them, I just got the run around but eventually they offered to send me a different set of sensors for me to swap out with the labor also being at my expense. I never did receive the new sensors so I was just living with it. Then after the wheels had been on the car for about 2 months, TWO OF THE SPOKES CRACKED all the way through. I found this out when I took my car to the dealer because of noise/vibration coming from the front left wheel. They said the wheel was too dangerous to drive on and that it could have broken apart while driving. Had this have happened at high speed, I could've got in an accident or even killed. The wheels had stress fractures because they were not strong enough to handle the power of my totally stock car. I had to put my old wheels back on the car because the new ones proved to be unsafe. I notified CARiD of the structural failure and they did not bother to even respond. So now I have a set of useless wheels sitting in my garage. I have since filed a chargeback with my credit card company. There were mistakes made by both CARiD and Savini and they just kept placing the blame on eachother, leaving me hanging out to dry. Bottom line, I spent a lot of money for custom wheels that I can't even use due to improper engineering. Be warned, they are quick to take your money, but as soon as something go awry, they do not stand behind their products.
I made this order over TWO WEEKS ago. I placed this order 4/22, That is 12 business days and 16 Total Days having passed. I was skeptical when 2 days after I placed the order I miraculously, yet conveniently(for CARID) I received a shipping delay notification on my order after my payment was fully processed. A delay on the Wheels+tires that CarID assured me were "definitely in stock" which was never the case. The point that I bought the tires and the wheels both from them and CARiD have to mounted is not an excuse for this excessive amount that they expect me to wait for a product that was "in stock" that I paid for over 2 weeks ago.
Ultimately, when we spoke after I initially received the unaccepatable delay notification on 4/24/15 you assured me my wheels and tires would be shipped on the day they provided which is today 5/6/15.5/6/15 came and went, its now 5/8/15 and my order is still the status of PROCESSING? I would have been tolerant of this ridiculously lengthy process and went through with the transaction even after the delay if they would have shipped when they said they were. Clearly this is not the case.
I called today and theyre still giving me the run around and wont ship my tires that they said would ship on 4/24. I have no tracking# or shipping info for the aforementioned products. I have zero intentions on waiting a month for something that was assured to be at my home in 7 days. If CarID would'vee been upfront and did respectable business and told me they have no idea when my wheels would ship out and it would be a month minmum before I receive what I ordered, this could have been averted and I never wouldve placed the order! There is absolutely no way I wouldve agreed to this! I had to cancel an appointment in which I was on a waiting list *******@JeeperzCreeperz which I was on a waiting list for to get a lift kit on my jeep because it cant be done without the wheels and tires I ordered. The stock wont fit after the lift! In addition to it not being shipped you tell me you dont know when its going out and when it does its an additonal 10 business days once it actually leaves your warehouse!
All in all, The wheels and tires were told at the point of sale were IN STOCK, they WEREN'T. I was giving a post payment delay shipping date of the 5/6/15, today is the date and not only is the order not left your facility its still shown as "PROCESSING" when you assured me it would be mailed out on the 5/6. I still have np time table for when my products arrive. I have missed appointments and can't even reschedule because only God know when the product will arrive. You have $1200 dollars of mine tied up for over almost 3 weeks with no end in sight. Im done with this and wondering if my money was simply stolen. I want Paypal to retreive my payment and back and cancel this transaction. I dont want business with these crooks. Its hasnt even began shipping after a 15 days they wont return my calls or emails. I need my money back now!
You'll notice below that Carid got back in touch with me via customer care... just a faceless, nameless voice in the abyss! They tried to make me look stupid for paying a total of over one hundred dollars to have my fog light bulbs installed. The price to have the bulbs installed was $67.03. After I discovered that the bulb that is marked a "direct fit" for my 2017 Nissan Rogue only projected half way into the fog lamp reflector, and essentially put out less light than a Zippo Lighter! The LEDS on the bulbs marked "direct fit" only allowed half of the LEDS to illuminate the fog light reflector. The light output, stated as 420 lumens, when measured, was just a mere 215 lumens. Less than my factory halogen bulbs! Since the bulbs were not a "direct fit", I went back to my Nissan Dealer who originally installed the bulbs and had them removed for $67.03. The reason I did not personally install the bulbs myself, is that I am disabled and can not do the work. So, I spent a total wasteful $134.06 to first have the bulbs installed, and then when I found the bulbs to be completely unsatisfactory... including not meeting the specifications listed on CARid's website, to have them removed from my vehicle and have the original bulbs installed. I just love how this "company" ridicules honest individuals like myself, and questions why I had to pay to have the bulbs installed and then removed. Hey CARid, if you were disabled and unable to do something that 13 years ago you could do, do you think you would have to have help? I was involved in a terrible accident involving the collapse of a staircase in which I fell 15 feet from the stairs flat on my face onto a cement slab. I have had 14 surgeries, and still have one to go. YOUR FACELESS, NAMELESS CUSTOMER RELATIONS DEPARTMENT OFFERED ME A $15.00 GIFT CARD TO USE WITH CARid IN THE FUTURE! ARE YOU KIDDING? THEN THEY WANTED ME TO WRITE A POSITIVE REVIEW OF THE COMPANY AND MY EXPERIENCE! NO WAY! I HAVE MENTIONED BEFORE, AND I'LL MENTION IT AGAIN... I WILL NEVER PURCHASE ANYTHING EVER FROM CARid! NEVER! THANKS FOR NOT EVEN THINKING OUTSIDE THE BOX THAT POSSIBLY I HAD TO PAY FOR INSTALLATION BECAUSE I'M DISABLED, OR VERY OLD AND INCAPABLE OF DOING THE WORK. POSSIBLY, I COULD HAVE BEEN INJURIED AND DID NOT HAVE USE OF ONE ARM... THINK BEFORE YOU START JABBING ABOUT HOW I SHOULD INVESTIGATE WHY I HAD TO PAY TO HAVE YOUR NON-FITTING, SUB-PAR LED FOG LIGHT BULBS INSTALLED ON MY VEHICLE. MAYBE YOU SHOULD ALSO POSSIBLY THINK THAT I COULD HAVE BEEN A VETEREN, AND WAS DISABLED PROTECTING YOUR FREEDOM AND YOUR WAY OF LIFE! CARid... YOU ARE TRULY PATHETIC WHEN IT COMES TO CUSTOMER CARE. WHILE PRESENTLY WORKING WITH THE ATTORNEY GENERAL'S OFFICE, I ALSO DECIDED TO CONTACT OUR PHILADELPHIA NEWS PAPER, THE PHILADELPHIA INQUIRER, AND RELATE MY STORY TO THEM. THEIR IS AN INVESTIGATIVE REPORTER THAT HAS MY SAME NAME ( BUT HIS SURNAME IS SPELLED DIFFERENTLY). I THINK HE WOULD BE INTERESTED IN YOUR COMPANY, AND HOW POORLY IT TREATS ITS CUSTOMERS! KEEP YOUR $15.00 GIFT CARD... I HAVE NO USE FOR IT, AND I CERTAINLY WOULD NOT WRITE A POSITIVE REVIEW FOR A $15.00 GIFT CAR TO YOUR COMPANY! YOU GUYS ARE JUST UNBELIEVABLE! LET ME MAKE THAT POINT A LITTLE MORE FOCUSED... YOU GUYS ARE UNBELIEVABLY INEPT REGARDING WHAT YOU ADVERTISE, AND THE DEPLORABLE CUSTOMER SERVICE YOU PROVIDE. YOUR CUSTOMER SERVICE SHOULD NOT EVEN BE CALLED CUSTOMER SERVICE... IT SHOULD BE CALLED CUSTOMER INJUSTICE!
I ordered two headlamp assemblies, left and right, from them, totaling up to over $1300. After installing them and driving my car around that night I found out that the projector assemblies inside the headlights were not made correctly and were not projecting light properly, making it very difficult to see. They also had an auto-leveling feature and after hitting a bump, the driver side headlight dipped all the way down and did not return to its original position until I manually moved it up myself. I contacted customer service the next day and spoke with a rather rude woman who was very unknowledgeable and was told that they would not return the headlights because they had been opened and installed. (How else am I supposed to test a product out without installing it?) They then told me that I had to file a warranty claim and to do so, I had to jump through a series of hoops including showing them a service report from a mechanic for said issues. Aren't they a do it yourself website? How would I get a service report if I installed them myself? I told her that I would contact them later. Later that night I called back and spoke to a man this time. He was equally rude and unknowledgeable and when I explained my situation, he cut me off and told me that the warranty claims department was closed for the night and that I'd have to call back in the morning and proceeded to rush me off the phone. The next day I contacted my bank and opened a dispute against CARiD. Within a week I get an email from a woman named Larisa Khomutova asking me why I opened a dispute against them and what they can do to get me to close it. I tell her the situation, tell her that I want them to take their defective headlights back, refund me the full amount, and I wanted them to pay the very expensive shipping to return them. She agreed to do all three. They sent me prepaid UPS shipping labels and I shipped them out the day I received the labels which was October 27,2017. CARiD received the headlights on October 31,2017. The first email I got from them after they received the headlights was them trying to get me to close the dispute before they refunded me the money. I told them I'd close the dispute as soon as the money was put back into my account. A couple days go by and I get another email from Larisa telling me that the money was refunded and I needed to contact my bank to receive it. My account was never credited and my bank had absolutely no idea what she was talking about. Over the course of the next two months, CARiD refused to acknowledge the fact that my bank had a dispute against them and was trying to get in contact with them. Everytime somebody from CARiD emailed me, they would tell me that the money had been refunded. Finally I had enough and I told them that if they did not refund the money, I would be taking them to New Jersey Superior Court. That email was sent on November 24. A couple days later I get a call from someone from CARiD telling me, once again, that the money was refunded and that I needed to contact my bank. I waited a week and called my bank on December 4 because the money still was not returned. The woman from my bank's fraud claims department told me that CARiD never once responded to any of their calls or emails and that their given time to refund the money had run out. My bank was more than gracious enough to credit my account themselves for the full amount on December 6 and I believe that they are pursuing further action against CARiD to get their own money back now.