My experience with Redline has been such a clusterfuck that I figured that I share the details perhaps I can help someone avoid this company and the stress caused / time lost.
Timeline:
January 5th - Online Order Placed - Ordered full set of interior products for my FiST
January 5th - Sent Email - emailed Redline to confirm that I would like to change my material selections
January 6th - Received email - Maciek confirms that changes had been made
January 23rd - Sent email - Requested confirmation of tracking number as it had not moved from the original USA destination
January 23rd - Received email - 'copied and pasted' email back from Maciek stating that if the package is lost for 30 days then a replacement set would be sent out. Didn't acknowledge my questions from previous email.
January 24th - Online Tracking - USPS shows package enroute via online tracking
February 5th - No product Received - No replacement set sent out (as per previous email)
February 10th - Sent email - Package not received yet, email Maciek regarding status.
February 11th - Email received - Maciek acknowledges that package has not been received and will ship another set with confirmation of my mailing address.
February 11th - Sent email - shipping to Montana wasn't beneficial and I requested to have the items now delivered to Canada.
February 12th - Received email - Maciek requesting that I contact USPS to try and locate the package as it shows it's been in the States since January 25th.
February 13th - Sent email - Confirmed that case had been started with USPS, once again requested shipping to Canada and asked if there were any complications with it.
February 14th - Received email - Maciek states that he can resend the items to Canada when the original is returned to him.
February 14th - Sent email - Requested clarification on the fact that the items were deemed lost enroute and whether or not a replacement sent is forthcoming.
February 14th - Received email - Maciek stating that he is going to wait for USPS case resolution to proceed, asked if it was 'okay with me'.
February 14th - Sent email - stated that I needed to pick up my items from Montana and that if it takes longer than that I need the items shipped to Canada.
February 15th - Received email - Maciek states that he will send a replacement sent to Canada and 'worry about the other one later'.
February 17th - Sent email - No word from USPS regarding open case - requested tracking number for new shipment to Canada
February 18th - Received email - tracking number provided
February 23rd - Sent email - I picked up my items at the border and the original set was delivered - ruined and moldy.
February 24th - Received email - requested that I send through pictures of what was delivered
February 24th - Sent email - provided pictures of ruined items (I had already washed them in an attempt to salvage - I had waited almost 2 months at this point).
February 24th - Received email - states Maciek will be following through with claim with USPS
March 4th - Sent email - 2nd set arrives and the colour scheme is not what was confirmed via email but what the original internet order was. Second set doesn't have the same holes punched in the door panel liners, foam insert for arm rest cover is cut poorly, is the wrong size / doesn't fit / isn't the same size as the first one which appears to be cut of higher quality foam. They're not the same material.
March 4th - Received email - Maciek states he doesn't have record of me requesting the colour change (it is still the subject matter of the email chain 'Change Existing Order')
March 4th - Sent email - mention that the original request is within the emails going back and forth - it was the first one.
March 5th - 2 Months since order placed.
March 5th - Received email - Maciek apologizes for not recording the request originally. Unfortunately I have to send these ones back before receiving the items I ordered in the correct colours.
March 5th - Sent email - request a prepaid waybill to send the items back on.
March 5th - Received email - Maciek states he can't send me a prepaid waybill but will refund me the cost of shipping. States that once again, the items need to be received before a replacement sent out.
March 5th - Sent email - Frustration grows - I state that I'll send the items back and Maciek can refund the entirety of the order.
March 6th - Sent email - state that I shouldn't have to spend any more money on these products / returning them. Request a prepaid waybill again.
March 6th - Received email - Maciek states he can't send me a prepaid waybill but that 'We?ve sent you two sets so you know we can be trusted, I would have thought.' Keep in mind I've paid for the set and it was clear one was ruined and a insurance claim had been initiated.
March 6th - Sent email - State that I'm not spending more of my money on returning a set which it has been acknowledged, is not what I ordered.
March 6th - Received email - Maciek states: 'OK. Order another one via the site. Send this one back whenever you can. We?ll ship the replacement immediately and I promise you that as soon as the first set is returned we?ll refund you for the first order, and credit shipping towards the second one.'
March 6th - Sent email - tell Maciek I'm not ordering another product from his site and will be initiating a claim through Visa for a product never delivered.
March 6th - Received email - Maciek states: 'If you call visa you will still need to return the product,and it will take 6-8 weeks before you get the money. If you send it back to us, I will refund you quicker than they will.'
March 6th - Sent email - I reply: 'The items are available for pick up if you wish to provide me with the means to ship them back without incurring additional charges to myself. I have been advised that you have 15 days to provide me with a course of action; a.) a waybill to return the items on or b.) the refund of my payment from January 5th.' This statement is basically word for word what Visa told me to write - they agree that I should not be paying additional fees to return a product that was shipped in error.
March 6th - Received email - Maciek states: 'I won?t be providing you anything. Please send me pictures of all products destroyed, cut in half will do. I will not fight your refund if I see pictures documenting that you no longer possess the products.'
March 6th - Sent email - I reply: 'Unless instructed by Visa to destroy the products I will not be.
As mentioned, either provide me with a waybill to send the items back on or issue me a refund. As you are stating you don't have access to any international shipping companies (also email is required, but it's apparent email isn't an issue) then I'll be awaiting confirmation that you've processed the refund.
If you don't want to process the refund, I'll contact Visa again and they'll do a forced chargeback.'
March 6th - Received email - Maciek states: 'How about a compromise. Find out how much it would cost to send them back, and I?ll send you a payment for that amount, so that you have money up front for the shipping costs?'
In a later email also adds: 'In reference to the previous email ? so I have proof below that you will USE a products that you WILL NOT HAVE paid for when I refund you.
How is that fair, in your book?'
March 6th - Sent email - my reply: 'They're moldy. You want them? Probably not if you paid anything for them. For free? Probably give em a try.
Sorry - I don't have to email you and justify anything. You can't / won't provide me with a way to send these items back without paying for it upfront. Oddly enough, Visa agrees that it is not of my concern to pay more money out of pocket when I haven't received what I ordered. Or perhaps you deem the first set in fine working order when it arrived. It wasn't.
You're contacting USPS regarding the first set are you not? Was it not insured?'
March 6th - Received email - Maciek reaffirms that he wants me to prove that the products were destroyed - only then would he refund me my money. States: 'Why would I refund you, if you are not going to return the product, and you are not going to document it was destroyed. For all I know you?ll sell them on eBay right after I refund you.'
In an additional email: 'I know I made a mistake. I?m suggesting a way that would not cost you gas, time or funds. Just prove they will be destroyed and get an instant refund. Or the charcoal/white set if you end up still wanting it.
Let me repeat what I said before. I stand to lose a lot if I don?t make it right, either by refunding you or making sure you get what you paid for. And I have no intention of NOT making it right, not only because you could smear us in tar online, but because that?s how I am. I want happy customers. I don?t need disgruntled ones. I just hate being taken advantage of, as I?m sure you do.'
March 6th - Sent email - I reply: 'And I'll repeat: you never provided me what I paid for (a full set in charcoal and white WITHOUT MOULD!!!) and now want me to pay to ship a product back you admit sending in error.
I won't resort to insults but your customer service when at fault is appalling. You're already aware that this transcript will be posted online, pretty wild considering all you had to do was send out the correct product. '
March 6th - Paypal refund received.
March 6th - Received email - Maciek states: '1) Posting email communication publicly without the other parties consent is illegal. You do not have my permission to do that with any of my emails to you.'
Well, I just posted a whole mess of transcripts from our conversations. So come at me bro. If you wish to pressure me in to compromising to pay more / trust you with more of my money then you've got another thing coming.
From this, all I wish to do is make people aware of RedlineGoods and the fact I issue with Maciek and the way he handled the errors on my order. This wasn't fun. This wasn't the way I wanted to spend my Sunday morning. I still don't have the correct colour interior panels I desire. Fortunately there seems to be an alternative on the horizon. Then again, I've pretty much 'fallen out of love' with doing more interior mods.
Timeline:
January 5th - Online Order Placed - Ordered full set of interior products for my FiST
January 5th - Sent Email - emailed Redline to confirm that I would like to change my material selections
January 6th - Received email - Maciek confirms that changes had been made
January 23rd - Sent email - Requested confirmation of tracking number as it had not moved from the original USA destination
January 23rd - Received email - 'copied and pasted' email back from Maciek stating that if the package is lost for 30 days then a replacement set would be sent out. Didn't acknowledge my questions from previous email.
January 24th - Online Tracking - USPS shows package enroute via online tracking
February 5th - No product Received - No replacement set sent out (as per previous email)
February 10th - Sent email - Package not received yet, email Maciek regarding status.
February 11th - Email received - Maciek acknowledges that package has not been received and will ship another set with confirmation of my mailing address.
February 11th - Sent email - shipping to Montana wasn't beneficial and I requested to have the items now delivered to Canada.
February 12th - Received email - Maciek requesting that I contact USPS to try and locate the package as it shows it's been in the States since January 25th.
February 13th - Sent email - Confirmed that case had been started with USPS, once again requested shipping to Canada and asked if there were any complications with it.
February 14th - Received email - Maciek states that he can resend the items to Canada when the original is returned to him.
February 14th - Sent email - Requested clarification on the fact that the items were deemed lost enroute and whether or not a replacement sent is forthcoming.
February 14th - Received email - Maciek stating that he is going to wait for USPS case resolution to proceed, asked if it was 'okay with me'.
February 14th - Sent email - stated that I needed to pick up my items from Montana and that if it takes longer than that I need the items shipped to Canada.
February 15th - Received email - Maciek states that he will send a replacement sent to Canada and 'worry about the other one later'.
February 17th - Sent email - No word from USPS regarding open case - requested tracking number for new shipment to Canada
February 18th - Received email - tracking number provided
February 23rd - Sent email - I picked up my items at the border and the original set was delivered - ruined and moldy.
February 24th - Received email - requested that I send through pictures of what was delivered
February 24th - Sent email - provided pictures of ruined items (I had already washed them in an attempt to salvage - I had waited almost 2 months at this point).
February 24th - Received email - states Maciek will be following through with claim with USPS
March 4th - Sent email - 2nd set arrives and the colour scheme is not what was confirmed via email but what the original internet order was. Second set doesn't have the same holes punched in the door panel liners, foam insert for arm rest cover is cut poorly, is the wrong size / doesn't fit / isn't the same size as the first one which appears to be cut of higher quality foam. They're not the same material.
March 4th - Received email - Maciek states he doesn't have record of me requesting the colour change (it is still the subject matter of the email chain 'Change Existing Order')
March 4th - Sent email - mention that the original request is within the emails going back and forth - it was the first one.
March 5th - 2 Months since order placed.
March 5th - Received email - Maciek apologizes for not recording the request originally. Unfortunately I have to send these ones back before receiving the items I ordered in the correct colours.
March 5th - Sent email - request a prepaid waybill to send the items back on.
March 5th - Received email - Maciek states he can't send me a prepaid waybill but will refund me the cost of shipping. States that once again, the items need to be received before a replacement sent out.
March 5th - Sent email - Frustration grows - I state that I'll send the items back and Maciek can refund the entirety of the order.
March 6th - Sent email - state that I shouldn't have to spend any more money on these products / returning them. Request a prepaid waybill again.
March 6th - Received email - Maciek states he can't send me a prepaid waybill but that 'We?ve sent you two sets so you know we can be trusted, I would have thought.' Keep in mind I've paid for the set and it was clear one was ruined and a insurance claim had been initiated.
March 6th - Sent email - State that I'm not spending more of my money on returning a set which it has been acknowledged, is not what I ordered.
March 6th - Received email - Maciek states: 'OK. Order another one via the site. Send this one back whenever you can. We?ll ship the replacement immediately and I promise you that as soon as the first set is returned we?ll refund you for the first order, and credit shipping towards the second one.'
March 6th - Sent email - tell Maciek I'm not ordering another product from his site and will be initiating a claim through Visa for a product never delivered.
March 6th - Received email - Maciek states: 'If you call visa you will still need to return the product,and it will take 6-8 weeks before you get the money. If you send it back to us, I will refund you quicker than they will.'
March 6th - Sent email - I reply: 'The items are available for pick up if you wish to provide me with the means to ship them back without incurring additional charges to myself. I have been advised that you have 15 days to provide me with a course of action; a.) a waybill to return the items on or b.) the refund of my payment from January 5th.' This statement is basically word for word what Visa told me to write - they agree that I should not be paying additional fees to return a product that was shipped in error.
March 6th - Received email - Maciek states: 'I won?t be providing you anything. Please send me pictures of all products destroyed, cut in half will do. I will not fight your refund if I see pictures documenting that you no longer possess the products.'
March 6th - Sent email - I reply: 'Unless instructed by Visa to destroy the products I will not be.
As mentioned, either provide me with a waybill to send the items back on or issue me a refund. As you are stating you don't have access to any international shipping companies (also email is required, but it's apparent email isn't an issue) then I'll be awaiting confirmation that you've processed the refund.
If you don't want to process the refund, I'll contact Visa again and they'll do a forced chargeback.'
March 6th - Received email - Maciek states: 'How about a compromise. Find out how much it would cost to send them back, and I?ll send you a payment for that amount, so that you have money up front for the shipping costs?'
In a later email also adds: 'In reference to the previous email ? so I have proof below that you will USE a products that you WILL NOT HAVE paid for when I refund you.
How is that fair, in your book?'
March 6th - Sent email - my reply: 'They're moldy. You want them? Probably not if you paid anything for them. For free? Probably give em a try.
Sorry - I don't have to email you and justify anything. You can't / won't provide me with a way to send these items back without paying for it upfront. Oddly enough, Visa agrees that it is not of my concern to pay more money out of pocket when I haven't received what I ordered. Or perhaps you deem the first set in fine working order when it arrived. It wasn't.
You're contacting USPS regarding the first set are you not? Was it not insured?'
March 6th - Received email - Maciek reaffirms that he wants me to prove that the products were destroyed - only then would he refund me my money. States: 'Why would I refund you, if you are not going to return the product, and you are not going to document it was destroyed. For all I know you?ll sell them on eBay right after I refund you.'
In an additional email: 'I know I made a mistake. I?m suggesting a way that would not cost you gas, time or funds. Just prove they will be destroyed and get an instant refund. Or the charcoal/white set if you end up still wanting it.
Let me repeat what I said before. I stand to lose a lot if I don?t make it right, either by refunding you or making sure you get what you paid for. And I have no intention of NOT making it right, not only because you could smear us in tar online, but because that?s how I am. I want happy customers. I don?t need disgruntled ones. I just hate being taken advantage of, as I?m sure you do.'
March 6th - Sent email - I reply: 'And I'll repeat: you never provided me what I paid for (a full set in charcoal and white WITHOUT MOULD!!!) and now want me to pay to ship a product back you admit sending in error.
I won't resort to insults but your customer service when at fault is appalling. You're already aware that this transcript will be posted online, pretty wild considering all you had to do was send out the correct product. '
March 6th - Paypal refund received.
March 6th - Received email - Maciek states: '1) Posting email communication publicly without the other parties consent is illegal. You do not have my permission to do that with any of my emails to you.'
Well, I just posted a whole mess of transcripts from our conversations. So come at me bro. If you wish to pressure me in to compromising to pay more / trust you with more of my money then you've got another thing coming.
From this, all I wish to do is make people aware of RedlineGoods and the fact I issue with Maciek and the way he handled the errors on my order. This wasn't fun. This wasn't the way I wanted to spend my Sunday morning. I still don't have the correct colour interior panels I desire. Fortunately there seems to be an alternative on the horizon. Then again, I've pretty much 'fallen out of love' with doing more interior mods.