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« on: March 09, 2017, 05:39:11 PM »
So, here is the latest on my endeavor to purchase a new convertible top boot for my 69 Pace car. I didn't order the most expensive one that was advertised as "OE Style", as again, PUI stated that they only make one boot cover and all are of good quality. PUI could not tell me of any difference between their boot covers, as they sell only one.
The boot cover I ordered from the list above was the bottom one, as I could not see spending the extra money for what D&R says is a slightly thicker boot cover, when PUI says that all boot covers they make are equal. I ordered the boot cover that said it included clips, which was important since my original cover had several broken clips.
The boot comes in the mail, and at first, looked okay, but two things were of issue. First, the foam on the back side is an absolute joke. I still have my factory original boot, and the foam underneath is about an inch thick on each end where the cover goes over the frame rails and latches. The center portion that covers only the top, the underside foam is about half an inch thick. Well, the new boot cover isn't even 1/8" thick throughout the entire underside of the boot. It looks like the material you would find on a cheap disposable diaper, and I am being very generous by saying it's even 1/8" thick, if that. It is so thin, that when installed, you can see every pressure point and the latches look like they are going to poke thru in no time. It looked bad. After seeing this, I am willing to bet that the OE style boot they sell, is the exact same boot cover as PUI claims, but somewhere along the way, installed is a much thicker foam backing.
In any case, a trip to Joann Fabrics, and I now have the exact same foam as my OE cover, for under $5. I used my original boot cover as a template, cut to fit, some spray glue, and I now have an perfectly matched OE style boot cover, that is the proper thickness, and looks and fits much better.
Now, my second issue. The boot sent to me, came without any clips. When I checked back to D&R's website, the words "with clips" had been removed from the boot cover I purchased. Luckily, I had taken a screen shot of it at the time I placed my order. When I looked at my copy of the exact same part, it had the words "with clips" right there, in the title, in big bold black lettering. Same exact part number, same price, everything the same, only now the words, "with clips" removed. Someone changed the website.
So, I called and spoke to Dottie and told her what I have discovered. Sadly, I was not met with concern or sympathy, but instead, a cold uncaring statement telling me that the website was incorrect, it has since been corrected, and that it was too bad for me. I stated that I did not think this fair, in which I was quickly reminded that there is a disclaimer in small print stating that prices may change with out notice. - "The price quoted here is subject to change without notice."
I responded by saying that I understand pricing changes, but it was not the price I took issue with, but instead, the item, being changed from one that included clips to one that no longer included clips. The price did not change, the item they sent me did. Furthermore, they made this change AFTER I placed my order, and never told me what they were doing.
Dottie insisted that this change was proper, and that I did not deserve clips. She even accused me of trying to take advantage of her by stating I should have known that the price I paid would not include clips.
Anyway, in the spirit of trying to be fair and settle this quickly, I asked what it would cost for her to send me a set of clips. I was told it would be the difference between the boot cover I bought and the price of the next boot cover up, less 10% website discount. So, in the name of fairness, I offered to pay this and asked what the total charge would come out to. I did my own quick calculations, and came up with somewhere between $25 and $30. (109.95 - 79.00 = 30.95 at 10% off = $27.85.
Yet, when a price was quoted back to me, I was told it would be almost $40 plus additional shipping on top of that, which would be another $15 or so. This comes to about $50+ dollar or so, which is a far cry from what I had calculated. I stated that this seemed quite high and not what I had expected. Dottie stated she may be able to do something with the shipping, but reminded me that the website had now been corrected and that is what I must go by, despite my objections that when I bought the item, the website showed clips included. I was again reminded that they can change prices at any time the want, and owe me nothing when they do so.
Also, bear in mind, as shown in my post above, I called D&R PRIOR to making my purchase, and had asked specifically about each part number, and what I could expect from each one. I was not told that the boot cover I ordered would not include clips. In fact, I was told that the most expensive cover, the one they sell for $159.95 does not include clips, but is a higher quality boot cover than the lower two. I was told that the two lesser expensive covers included clips, and was even referred to website, as they both stated “with clips”. At no time during my questioning, was I told that the boot cover I ended up buying would not come with clips.
So, it came down to my having two options, pay the extra $50 or so dollars for them to send me a set of clips, or return the item. I told Dottie I would simply return the cover. While discussing this, I was told that I would not only have to pay for the return shipping, but that I would not be reimbursed for this cost, nor would I receive a refund for the initial shipping I paid to have the item shipped to me. This alone comes to over $40. Also, as shown in their policy, I would be subject to a 20% restocking fee. So, in order to return this boot cover, it was going to cost me approximately $57, give or take a buck. A big hit if you ask me, and for something where I did nothing wrong.
I told Dottie I did not think I was being treated fairly at all, to which she reminded me that she has the right to change the price, and not reimburse me for shipping charges, and all of this was properly outlined in their policies, to which I should have been familiar with. Her attitude was anything but pleasant, and in fact, she seemed annoyed by my concern and her having to deal with me.
At this point, I became upset over being treated so poorly, and informed Dottie that I had a copy of the website page showing the boot cover, and that it did indeed show it would include clips. I stated that I did nothing wrong, and that if I was going to be forced to either pay $50 or so for a set of clips, or almost $58in order to return the boot back to them, that I would instead choose a third option. This option would be to dispute the charges with my credit card company, send them a copy of the webpage showing the boot with a title stating “with Clips”, along with my story as to what happened, as let them make the determination over what is proper and who deserves what.
Dottie became even more irate, and stated that I was trying to take advantage and get something for free. I responded by stating very matter of factly, I was not trying to get anything for free, but simply what I bargained for. She said the website stating "with clips" was a mistake and it has since been fixed, to which I replied that I did not think it fair I should have to pay for THEIR mistake. The only thing I did was select a boot cover that said it came with clips, put it in my shopping cart, and checked out. Where could anyone point out, that I made a mistake? What did I do wrong that warranted me having to pay $50 or more dollars in order to correct or return their mistake? I then reiterated that it was up to Dottie what I did next, but in no way was I going to take that kind of hit when I did absolutely nothing wrong.
At this point, Dottie snidely remarked that she would send out clips to me. She said nothing more, and hung up the phone. I said Thank you, but I have no idea if she heard it, as I heard no response, and after a while, my phone indicated that the call had been disconnected.
Now I have to wonder if I will indeed get the clips promised or not. I was not given any confirmation o any response whatsoever that indicated that the promise to send them would be fulfilled…just a dial tone. I have to ask. Did I do anything wrong here. Should I have paid the money requested for the clips? Should I have made the return and took the $50+ dollar or so hit? Should I have to go through an ordeal like this in order to do business with someone when it they who made the mistake? Is this a common occurrence? I understand that service is all but dead these days, and mistakes happen…but this really seems insane.
Still, I wonder, am I allowed to purchase anything from D&R ever again, or have I been black listed? In any case, I will update this and let everyone know if I ever received the clips or not.
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