On 11/15/08 I purchased a Joe Rocket RASP motorcycle jacket from the Chaparral Motorsports store. On 12/06/08 I returned the jacket because of a small defect in the right elbow (fabric came apart at the seam) expecting to get a replacement. They refused to replace or warranty the jacket and informed me that they had to send it to the manufacturer for an assessment before I could receive a replacement or my money back. They also informed me this process would take three weeks. After expressing my displeasure, they informed me that was their policy along with their manufacture’s and I would simply have to wait the three weeks.
I immediately went home, got online and found the exact same jacket at several online stores. I contacted each store and asked what their return policy was on this item if it was defective. Each store informed me I would receive a replacement immediately upon receipt of the defective item. One store informed me I would receive an immediate replacement for a defective item for up to one year. So obviously the assessment process is not the manufacture’s policy as Chaparral implied. I then purchased the jacket online so I would not have to do without a jacket for the three week assessment process.
On 12/26/08 I received a call from the Kevin, Chaparral’s sales manager. He informed me my jacket had been through the assessment process and that I now could receive a replacement. I informed him that I purchased the item elsewhere that I would no longer do business with Chaparral and I wanted my money back. He informed me I would have to come to the store order to have the money credited back to my credit card and that his approval and all pertinent information would be on file at their return desk. I could come to the store to do the transaction whenever it was convenient, is what he informed me.
On 12/28/08 I went the Chaparral’s return desk and of course the return approval information was not at the desk as promised. They started to give me the same story about the assessment process and they had not received word from the manufacturer. They also informed me this was their policy ON ALL ITEMS WITHIN THEIR STORE!! I informed them that Kevin, the sales manager had contacted me and he informed me the assessment process had been done and I was to receive a credit back to my credit card. They informed me that a different sales manager was on duty and I would have to wait while they rummaged through Kevin’s desk looking for the info. Seeing how it is a 40 mile round trip to Chaparral from my home and suspecting this was a further waste of my time, I left the store. I then made a dispute with my credit card company over this transaction.
In short Chaparral Motorsports has lost a long time customer over a $200.00 jacket, bad policies and poor customer service. This is not the only bad experience a have had with Chaparral just the only significant problem. I hate to think what would have happened had this been an online purchase.
Please visit the link below, Chaparral Motorsports receives an Email every time this site is visited. Let’s show them their customers do have voice and we are not happy. You can also post a complaint if you wish, and please pass this info along.