Exoto 1/18 scale automobile models rip-off Canadian consumers. I have been writing and phoning them to get a refund for a defective model for over a year. They keep stalling so now I cannot get a refund from the credit card company as too much time has elapsed.
I have supplied them with all documents and they keep stalling.
The model I ordered came shipped by UPS. It came COD for extra charges I had not agreed to, so I refused delivery and UPS has returned the merchandise to the seller.
They acknowledge receipt of the return and promised a speedy refund to my Visa account. I have spoken to them after each of my Visa statements arrived and they promised the credit would be on my next statement. This has been going on since last June. I phone them, they make promises but still no credit.
The merchant is: Exoto Inc
5440 Atlantis Court
Moorpark, CA, 93021-7101
Phone: 1-800-872-2088
This is the timeline of this dispute.
May 21/08
Order placed for a car model, cost $177.60
They ship order
May 27/08
Order arrives via UPS with COD for $21.18 for brokerage
I had asked order to be mailed not sent UPS, no brokerage fee with mail
Model was defective
June 9/08
Phoned Exoto, customer service rep, Shane
I told him I did not want a replacement as quality was poor
He said to ship model back and they would credit my Visa acct
Ship model back via Canada Post Expedited Service with Tracking number
June 20/08 Post office delivers returned model to them
June 27/08
Exoto ships replacement without consulting me, against my express conversation with Shane on June 9/08
July 15/08
UPS attempts deliver with COD fee.
I refuse to accept package
UPS ships package back to Exoto
August 10/08
UPS returns package to Exoto
Aug 12/08
Phone Exoto, speak to Shane
He says credit will be on my next Visa statement
Sept 22/08
No credit on Visa statement
Leave voice mail message for Tony, company manager
Oct 14/08
Phone Exoto, speak to Shane
He says credit should have been on Sept statement, will check with their accounting dept, credit will be issued within a week
Accountant was sick
Will phone me back when credit posted
No call back
Nov 21/08
Phone Exoto, still no credit, speak to Shane
He says credit should have been issued, he will speak with manager Tony and get it processes ASAP
Dec 22/08
Phoned Exoto, Shane is off sick, on one else can deal with matter
Leave voice mail message for Tony (manager) recapping the problem
Dec 23/08
Phoned Extoto, Shane is sick, no one else can deal with refunds they say
Jan 23/09
Phoned Exoto, Shane not available today
Left voice mail message about the delays for Tony the manager
No response
Feb 09
Numerous letters go unanswered
March 09
More letters and phone calls go unanswered.
So in short, I acted in good faith with this company. They have their product back, I never accepted delivery and I am out $177.60.
I realize that this dispute has dragged on excessively, but I believed they were sincere just inept at accounting matters. Each time I phoned, I was told the credit would be on my next statement but it never came. I now believe that they are dragging this out indefinitely with no intention of a refund.
John
Aurora, Ontario
Canada
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