On 12/15/15 I ordered a full set of floormats for my bride’s Jeep Wrangler Unlimited from Falls Mopar City as a Christmas gift. The mats were delivered on 12/19/15 - well ahead of the promised delivery date and in more than enough time to put under the tree.
I noticed upon arrival that the packaging had taken quite a beating in transit. The mats were packed in a plastic bag and wrapped in a sheet of thin cardboard. While the packaging was probably more than adequate for holding on the parts shelf or handing over to a local retail customer, it was obviously nowhere near suitable for shipping. But no bother – these were hard rubber floormats and the mats appeared no worse for the wear.
With some more cardboard and heavy tape, I was able to reinforce the packaging and gift wrap the mats. And they sat under the tree until Christmas morning.
When they were opened, a problem surfaced…I had ordered the wrong mats… So I fired off a message to Falls Mopar City asking (a) may I return the mats and (b) how do I order the correct ones? The only response I received was an automatic email with a return authorization.
As it happened, I had to pay for the return shipping. A lot of merchants take care of that but as this was my mistake I certainly didn’t quibble. But upon receiving my refund I discovered Falls Mopar City had levied a 25% (!) restocking fee since I did not use the original packaging.
Since Falls Mopar City did not answer my original email, I had ordered the correct mats from another merchant. And those mats were obviously packed to be shipped. So I used that superior packaging to return the incorrect mats to Falls Mopar City. Yet I was docked 25% of the purchase price (almost $40!) since I didn’t use the original (much tattered) cardboard.
Falls Mopar City might be an okay business to deal with if there are no hiccups. But due to their lack of responsiveness and adherence to “policy” regardless of circumstances prevent me from ever doing business with them again.