ComplaintsforLucky8 Off Road

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a product, a hood blackout, from the company. When I received it it was either defective or not the correct fit for my vehicle. I send an email requesting a return, and followed up with a call. On the call, I spoke to Sean, who initially refused my return. I explained that the product was defective, and he then agreed to the return, but told me I had to fill out a return authorization form. I filled it out to the best of my ability, but some of the information they requested, such as an invoice number and part number, were not contained in any receipt or invoice I received from the company. The company then rejected my return form as incomplete, and stated that unless it was completed correctly, they would not let me return the defective product. I asked for clarification on what info I was missing and where to find it, but no response. I am filing this complaint because a return a refund should have been a simple matter of course with a defective product, but this company was so passive-aggressively pedantic about paperwork that they, in effect, denied me a refund for a defective product, unless I jumped through a series of Kafkaesque hoops. I think this is an unethical way to conduct business. I have attached the return form that I filled out with all of the info I had access to; and the company's email rejecting the form.

  Business response

  12/07/2022

  The customer ordered a part that wasn't up to his standards and we offered to take it back. All we requested a simple single page RMA form be filled out which is industry standard when it comes to returns of automotive parts. In attachment 1, you will see that the customer replied to an email that stated both their Order # as well as the item #, so they did in fact get provided this information, contrary to their claim of never having received it. When the customer didn't fill it out all the way and we simply asked that they finish it. Contrary to their claim of us not responding, we did respond to them within 30-minutes with a screen shot of the RMA and the blank space circled in red that needed attention to better help them. This can be seen in attachment 2. In attachment 3 you can see where they acknowledged receiving our response and they then finished the RMA accordingly. We agreed it was set and you can see that I asked our RMA person, Maria, to process this. Nowhere did we ever deny it or not respond to them. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Lucky 8 are scammers or simply too incompetent to provide returns. I purchased an item in December of 2021. After installation in January of 2022, the item showed manufacturing fault and malfunctioned. I contacted Lucky 8 for replacement/refund. They stated that the item had a 1 year warranty and they would start the warranty process. I waited until mid-February and checked the status of the "warranty claim", and they admitted they never started such process. They encouraged me that they would start it this warranty claim, again. Mid-April I call to check the warranty status again, and had again been lied to with no surprise at this point. Something needed to change, they had repeatedly lied/failed to warranty the item. Mid-April after two failed warranty attempts I contacted Lucky 8 again and shipped the faulty items back. My vehicle is useless while Lucky 8 incompetently lies about a warranty for months. I purchased more parts so I could continue driving my vehicle. Lucky 8 now has the original faulty parts and should warranty/refund them. It is now 6 weeks later and after more calls/emails, Lucky 8 still has not refunded, replaced, or returned my items. Below is the process of the scam they pull: 1) Sell faulty item 2) Tell you that they will warranty it asap (they take 60 days to destroy your ability of a chargeback with your cc). 3) They tell you they need something else from you ( a warranty form, or your social security number, or a prom photo from high school for identity verification... this part carried on for months and is exceptionally deceiving). 4) They may let you return the faulty/bad item (PLEASE DO NOT DO THIS, YOU WILL NEVER SEE IT OR YOUR MONEY). 5) The warranty lie will continue. 6) They deleted my account on their website to hide my original order.CRIMINAL! I have given up on seeing money/product. I have filed a report with the New York State Police about this theft and criminal behavior. I would avoid business with Lucky 8 at all costs.

  Customer response

  05/23/2022

  My complaint is that Lucky 8 accepted a return, and have not refunded, replaced, or sent back the original return after 6 weeks. Their own policy/warranty for this particular item is 1 year warranty. They have spitefully refused to refund, replace, or return the item or money at a criminal level. Any of those three outcomes would suffice, thanks.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I thought this was a good company but when I had issues with two items I received, the relationship changed. I was sold a snorkel that was, "made for the **** ***** ********* 1" only to find out that in order to use their product, I'd need to source an airbox relocation kit. They do not offer such kit and I had already cut holes in my SUV to accommodate their product. I emailed their customer service team and expressed that I was having issues installing their kit. I did some research online and their kit is missing relocation items. Since the snorkel did not fit my vehicle I asked for a return. Before asking for the return, I sent them pictures and a video of the snorkel not lining up with my airbox thus not being able to install it. I put everything back in the package and went to the *** store to return it only to be told that it would cost me $156 to send it back. I called Lucky8 customer service and was told that they've sold hundreds of these without issue and that they may be able to get approval for a reduced return shipping label and they'd call me back. I waited 10 mins at the *** store and then went home. After getting home I called Lucky8 again and was told they would give a return shipping label but it would cost me $51 out of the refund amount of the snorkel. At this point, I really had no choice. If I were to keep the snorkel and resell it, I'd be no different than the vendor, selling an incomplete kit that someone can't install or find those parts individually. To make matters worse, I had another order pending for rock sliders, power steering pump, tsata, water pump, steering components for about $1300. I asked that they put this order on hold until we figured out the horrible customer service experience with the snorkel. Rather than talk to me about it further and considering I accepted their offer of me absorbing the cost even though I shouldn't since the item didn't fit, they canceled my order and canceled my account.

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