Buy Auto Truck Accessories refused to provide full refund for defective product

I ordered a roof rack for my Mazda5 on September 1, 2010. In the ordering process I had to select what kind of vehicle I own, and my understanding was that the roof rack would fit my vehicle. Upon receiving the roof rack it was a "universal" type of roof rack which required cutting two pieces, which would have been okay, but the cross pieces were not wide enough. There was no way to make it work. We were going on our vacation that week so we made do without the roof rack.

In late September (within the 30 days required) I submitted a request for a return on their website, due to the product being an inappropriate size to be installed on my my vehicle. Several days later (10/4/2010) I received an email with a Return for Authorization number. I packaged up the roof rack and sent it back with tracking.

Weeks went by and no refund was credited to my credit card. I called the customer service number and was told they would get to the refund when they get to it, and that 6-8 weeks is completely normal. Approximately 6 weeks later I posted a message to the BuyAutoTruckAccessories Facebook page asking for attention to my refund. I received an email the next day from a representative stating she was working on it and would make sure I received it quickly.

A few days later the refund appeared in my account, minus $40. I responded to the rep asking why the refund was incomplete. She stated that they do not refund a "handling charge". I looked through all of my emails, and extensively on their website, and found nothing stating this. It does state they do not refund shipping, which I can accept. I paid for the return shipping to send the defective product back to them. However I do feel that if you ship a product that you led a customer to believe would fit their car, and it does not, that you should not then keep $40 of the customer's money. It is a ripoff.

Since the company will no longer respond to me, I feel this is the only recourse I have.

Country: USA   State: New Jersey   City: Clifton
Phone: 8662055299

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