Terrible Customer Service on Incorrect Shipped Item

I ordered two different license plate frames for one of our cars from Weathertech, located about one hour away in Downers Grove, IL. The items took more two weeks to come, and when they did I discovered that one was the correct frame, the other was not. I called Weathertech's customer service, waited 14 minutes on hold, and was told that they would ship out the correct items immediately and I could would also receive under separate cover an RMA sticker for sending the incorrect frame back to them. One week later, when nothing had been received, I called customer service again. After 17 minutes on hold I spoke to a rep that said nothing had been shipped yet because I had not yet returned the incorrectly shipped product. I explained that I had no way to do that becuase I had not received their RMA and she reminded me that I only had a few days left and it wouldbe too late to return them within the guidelines of their return policy(!). I explained that I was under the understanding they would be shipping the correct items immediately and was informed they never do "that" anymore because of problems in the past. I asked to talk with a supervisor as this was taking much longer than anticipated (not to mention there are other sources for license plate frames), and was told that I could not. I called back on the sales side and explained that I wanted to place a large order and would like to speak with the customer service supervisor partial returns, drop shipments, etc. and was put in contact with Joel, the customer service supervisor. Once on the phone with him I explained my true reason for calling and he said I should just cancel my order as they were not going to be able to send out the new plates before I had returned the incorrect ones, and that partial returns were not possible (so I must return the whole order), and that it would be next week before they would be sending out the RMA card. He figured 4 weeks before my incorrectly shipped products were in their hands and restocked, on which, after an argument, he agreed to waive the restocking fee), and the new ones could be shipped out. By which time, he said, the return window would be closed and they would not take them back. At this point I gave up, returned the products and 5 weeks later have now received a refund.

Buyer beware with Weathertech, or MacNeil Automotive Products as they are also known.

Comment On This

I would confirm that buyers should avoid MacNeil Automotive Products and their Weathertech products. Their floormats are over-priced generic rubbish, and their customer service is a bad joke. I am still waiting for a refund on mats that were over twice as big as the footwells on my car - their advice? Trim them down. The sooner these clowns go into bankruptcy the better.