The Pep Boys, Santa Ana, California - Restocking fee for a part that was never in stock denied.

The Pep Boys, Santa Ana, California - Restocking fee for a part that was never in stock denied.

The Pep Boys; Product and Service

The Pep Boys, Santa Ana, California

Re: Restocking fee for a part that was never in stock denied.

(Below is an abridged letter of complaint to The Pep Boys corporate headquarters.

Names withheld) November 29, 2004 The Pep Boys

3111 W. Allegheny Ave.

Philadelphia, PA 19132 Re: Restocking fee for a part that was never in stock denied.

Special order: 6004619. Refund TRX No. 757139. To the Chairman & CEO, and the President under separate cover. This is just to let you know why I'm disappointed with your store. 1. I called your Santa Ana store (Orange Co., CA) on Sunday to inquire about a heater core. An employee checked the computer and said, "Yes, we can get it. It'll take about a day." 2. On Tuesday (11/09), the asst. manager verified that same part number that I was told over the phone the previous day (No. 399015). I made a special trip to pay for the special order part ($ 40.04 tax incl.). 3. On Wednesday, employee #2 called and left a message to come back and pick up the money. They couldn't get the part. When I called and asked when it will be in stock, she told me, "It's out of stock...they no longer make it." 4. Thursday I come back for a refund. I was offered $ 32.61, which I took while I had the chance. The remaining $ 7.43 was for a restocking fee! I wasn't allowed a refund on the restocking fee since the manager would have to authorize the restocking fee refund. What’s wrong with this picture? It begs a few questions:

1) Why was employee #1 so certain that the heater core was in stock?

2) How was the asst. manager able to order the part if it wasn't in stock, and then have me pay for the special order part up front?

3) How is it that Pep Boys couldn't get this part as viewed on their computers? Both employee #1 and the asst. manager were so sure they could get it. Aren't computers supposed to work in "real time" showing what’s available and what isn’t?

4) So…how can I be charged a restocking fee for a part that was never in stock? Then, due to misinformed employees misinforming me, I was denied a full refund. For doing all the right things, and for giving my business to Pep Boys, I was being held accountable and penalized. I’m still out my time, gas, and my $7.43 "restocking fee." If it’s okay with you, just send me a refund to my PO Box. I believe that would be easier for your people to handle than a street address…. That $ 7.43 lost you a customer. Signed, Vladimir O. Vladimir O.

Click this link to e-mail the above consumer: Email User Consumer

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