I am extremely frustrated with the excuses i hear from them. To make a long story short......

1. I saw the 55w hid race kit in the "Benjamin Box" for $100:eyecrazy plus i added lifetime warranty for $25 and the FLAT shipping rate $15 = $140. So i jumped on it but i noticed that when i went to the check out it came out to $143.75. I ordered anyways and i would contact them in the morning. Ordered on sunday march 23.

2. The next day monday march 24 i called ddm/apexcone and spoke to jim an told him the situation about the overage. He agreed and said it was a glitch since adding warranty does nothing to shipping he would refund the overage.

3. On wednesday march 26 i posted on the thread asking if i could get my tracking # and overage refunded

4. On thursday march 27 Jim replied and said there was no reason that an order that was place on sunday didnt have a tracking# and told his guys to get on it.

5. On thursday march 27 i recieved my tracking# but no refund yet. Tracked it and it was shipped that day....(ordered sunday and was shipped thursday 4 days just to ship it out:confused)

6. On wednesday April 2 i recieved the package. I decided to check my CC but still no refund.

7. On monday April 7 i pmed "APXDDM" and not jim(that was a mistake) and told them that i still havent recieved the refund.

8. I received a response the same day saying they will look into it.

9. On thursday April 10 i pmed "APXDDM" again saying "yo seriously whats the deal here"

10. On the same day i got a reply asking me to call them

11. Today saturday April 12th i got an email....
I had Leif take a look at it and it is indeed the correct shipping charge. For clarification, it is charged 15% so $100 order it will be $15 for shipping. You added the $25 warranty so it calculates 15% of $25 = $3.75. You were charged $18.75 for shipping. Sorry for any confusion. That was new for me too.

Paul

12. I replied to the email.....yes i know what happened because jim told me thats what happened and told me that he would refund me the $3.75 overage because adding the warranty does nothing to the shipping. Its $15 period for ANYTHING in the benjamins box not 15%. so if u guys want to screw me out of $3.75 and lose a customer over pennies then fine its just principle. that was my 4th set of hids(all with lifetime warranty) and a set of depos that i bought from you and definately it wouldnt have been the last if it wasnt for this transaction. you guys seriosly cant get shit done without jim handling it. i will definately be posting this on bfc to let everyone know the nickel and diming over there.

13. So i went to the website and infact they edited it to say "Shipping on all "Benjamins" is a flat rate $15.00/$100.00 (15%)" notice the 15% tagged on at the end. So whocares if the edited it. I was told by Jim himself he would refund me the $3.75 the day after i ordered it.

so not only was i pissed that it took so long for them to just ship it im also pissed that its almost 4 weeks later and overage charge is still not resolved. And I dont really care about the $ whatsoever it was the fact that i spent alot of money with them and i thought i could atleast get a little customer service. Jim you need to get rid of these clowns

^ bummer man. I'm sure he'll chime in a probably get your fix you desire.

$3.75?? haha... but seriously...

come one dude, so many people have had such bigger problems than you....$3.75?:shifty Did you not like them prior to this incident?

$3.75?? haha... but seriously...

Seriously. OP, you own a BMW and you're crying about $3.75? I get that there's a principle of getting what you pay for but you seem genuinely upset about this. Is it worth $3.75 to get this upset? I would have called once and then disputed it with my credit card. Case closed.

Principle is principle....but if your biggest problem is a gallon of gas than your living the life. Besides, it looks like you got a good deal on the lights so I'm not sure I follow your entitlement of $3.75...it's not like you just went out and broke the bank.

Jim is gonna jump on here and make things right as he seems to always do (which is great from a consumer perspective). However Ive seen a couple posts in the last month that shows a discrepancy with Jim's message and how his employees treat the problem, not sure how Jim would go about fixing it but apparently its there. But obviously lame threads like this wouldn't exist if the employees really looked into it.

listen its not about the few dollars here i could care less about the money issue its the customer support. it was also that it took 4 days for them to JUST ship it out. Im sure jim would like to know every problem that a customer has. Its pretty much to let jim know that his staff are a bunch of slackers. What does owning a bmw have to do with anything? I guarantee you that I have more money in my M3 then most of you out there. And to let you people know i have ALWAYS been behind jim and his products i have been banned a couple times defending ddm/apexcone.

+1 on your car being hot!

+1 on Jim will take care of this.

-1 on employee's being "slackers". I am sure these guys are slammed with orders as it seems to be.

+1 on maybe hiring more staff.

question; what is your opinion of the HID's?

I received corner lights that were chipped and wrong angel eyes harness. Low prices are good and will attract most customers..but with bad or little customer service that won't do. Jim said he will look at my order and may find a way to give me back some $? Apart from that, I also seek guidance from another vendor whom I did not buy my p46's from instead of ddm..why did I do that? Because I have no idea when they will reply mails or pm's..Im not concern about how much I can get back, just that I haven't heard from them since..like 3 weeks ago now. It is really bad if an order goes wrong especially since these have to be shipped internationally. Im not trying to flame anybody just giving my opinion.

I received corner lights that were chipped and wrong angel eyes harness. Low prices are good and will attract most customers..but with bad or little customer service that won't do. Jim said he will look at my order and may find a way to give me back some $? Apart from that, I also seek guidance from another vendor whom I did not buy my p46's from instead of ddm..why did I do that? Because I have no idea when they will reply mails or pm's..Im not concern about how much I can get back, just that I haven't heard from them since..like 3 weeks ago now. It is really bad if an order goes wrong especially since these have to be shipped internationally. Im not trying to flame anybody just giving my opinion.



call them... i have read people taking bad about their CS, I have called 3 times and they have picked up each time and had answers right away each time. I can understand you might not want international phone charges, but they do pick up their phones.

to the OP, their shipping is 15% of the total sale so your shipping was right. I can understand how it dosnt make sense that a warranty would cost more to ship, unless theres a big book of voids and stuff ;). and that you spoke to them and they said they would refund you.

My understanding is they are swamped with orders, and orders are backed up as much as 2 weeks right now :(. I know this because I am dealing with the wait myself. Hopefully they will correct this refund for you as soon as they catch up on orders. If they will bump my shipment to the top of the list IE ship out monday I'll gladly paypal you $3.75 and make us both happy:)

They are a new company to the auto parts industry, thats what you get for shopping with them honestly.

Then again, its natural instinct to go for the cheaper price rather than the trusted :)

+1 on your car being hot!

+1 on Jim will take care of this.

-1 on employee's being "slackers". I am sure these guys are slammed with orders as it seems to be.

+1 on maybe hiring more staff.

question; what is your opinion of the HID's?

by far the best hids on the market

I'll gladly paypal you $3.75 and make us both happy:) LOL no its okay its not about the money like i said i just wanted jim to be aware of everything thats all.

to the OP, their shipping is 15% of the total sale so your shipping was right.
well the thing with that is that they just put the 15% on there it wasnt there when i ordered it. and when i spoke to jim the next day he told me that it was a glitch and he will refund me the overage. now if he just said it was 15% then whatever i dont care you know, I already got the hids at a discount.

They are a new company to the auto parts industry, thats what you get for shopping with them honestly.

Then again, its natural instinct to go for the cheaper price rather than the trusted :)

they're not THAT new... it's my understanding that they've been around for a few years, but they're just gaining in popularity. correct me if i'm wrong though

well the thing with that is that they just put the 15% on there it wasnt there when i ordered it. and when i spoke to jim the next day he told me that it was a glitch and he will refund me the overage. now if he just said it was 15% then whatever i dont care you know, I already got the hids at a discount.


I hear ya, I paid 15% of my total for shipping including my $25 lifetime warranty :( so if it makes you feel better I paid the same $3.75 to ship me a warranty. I understand what your saying, they said they would refund it but havnt. atleast its a good price/product to start with :)

I read this post and thought I should chime in with what had happened. I believe I am the one that responded to you both times. There is no excuse for receiving poor customer service. Trust me we are doing everything we possibly can to try and stay on top of every issue. It is Saturday and I normally stay off the forums. I actually do not have very much time to check the forums and Marcus is the main person on here when he comes in the office around 1-2pm.

Every monday, there will be around 50 emails in our inbox and typcially in the 1st 30 minutes of walking in our office I have already answered the phone atleast 10 times (~2-10minute calls)... and Leif will answer the other line as well and other times no one is available to answer the 3rd line. Also, now with the Wholesale Club we are getting shopping list of products for pricing and there are only so many of us. Many times we are sidetracked with calls and questions while trying to get other things done. We are not putting people on the backburner on purpose. The volume we are dealing with naturally causes delays and can be very hectic at times. There are only so many hours in a day and with the amount of orders to be processed and shipped with the amount of staff sometimes seems impossible. Trust me the warehouse guys feel the pressure as well. If you call and no one answers feel free to call back until someone does. We definitely could use some more help! These deals are always changing and getting better and with the high demand it can be challenging to keep up with everyone in a timely manner.

Also, last week a bunch of emails were lost. This may sound like excuses but I just wanted to let people know how busy we are and how hard we are working! The full timers (only 4 of us doing everything, answer calls/emails/pms/entering orders/assembling and packing products/doing Rma's/troubleshooting/printing labels/etc.)are working 9 hour days and we rarely have time for lunch. We don't even leave our desk...

Back to the topic,
I have been with DDM just a month now and still learning. When I first got your email I was under the impression that the shipping was $15. I did not see what Jim had posted on our website about the 15% shipping charge. I agreed with you and had mentioned I would have Leif take a look. He is extremely busy as well ( I have no idea how he managed the place without another full-timer). I have no authority to issue refunds/make decisions about returns/replacements etc. which may slow down the process as well. When he got around to taking a look at your issue I was informed that everything is correct. All I can do is relay the message to you. I am sorry and apologize for the misunderstanding.

For others with issues pending. We all apologize if it is taking a while to get back to you. Even the RMA's are backed up and for every ballast, bulb, foglight,etc.. that needs to be tested is another headlight package that is getting pushed back a day or two for shipment. I know everyone is anxious to recieve their items ( I would be too!!) but we really do appreciate the patience. Good products+low prices= high demand = backorders at times= a lot of work for us.

Jim is in China at the moment and everything needs to be run through Leif. Our goal is for eveyone to be happy with their product and service!:buttrock

-paul (right now there are 12 pms and I am sure the Email is already above 30..I am off the clock and will do my best to get to everyone on monday)

I am extremely frustrated with the excuses i hear from them. To make a long story short......

1. I saw the 55w hid race kit in the "Benjamin Box" for $100:eyecrazy plus i added lifetime warranty for $25 and the FLAT shipping rate $15 = $140. So i jumped on it but i noticed that when i went to the check out it came out to $143.75. I ordered anyways and i would contact them in the morning. Ordered on sunday march 23.

2. The next day monday march 24 i called ddm/apexcone and spoke to jim an told him the situation about the overage. He agreed and said it was a glitch since adding warranty does nothing to shipping he would refund the overage.

3. On wednesday march 26 i posted on the thread asking if i could get my tracking # and overage refunded

4. On thursday march 27 Jim replied and said there was no reason that an order that was place on sunday didnt have a tracking# and told his guys to get on it.

5. On thursday march 27 i recieved my tracking# but no refund yet. Tracked it and it was shipped that day....(ordered sunday and was shipped thursday 4 days just to ship it out:confused)

6. On wednesday April 2 i recieved the package. I decided to check my CC but still no refund.

7. On monday April 7 i pmed "APXDDM" and not jim(that was a mistake) and told them that i still havent recieved the refund.

8. I received a response the same day saying they will look into it.

9. On thursday April 10 i pmed "APXDDM" again saying "yo seriously whats the deal here"

10. On the same day i got a reply asking me to call them

11. Today saturday April 12th i got an email....
I had Leif take a look at it and it is indeed the correct shipping charge. For clarification, it is charged 15% so $100 order it will be $15 for shipping. You added the $25 warranty so it calculates 15% of $25 = $3.75. You were charged $18.75 for shipping. Sorry for any confusion. That was new for me too.

Paul

12. I replied to the email.....yes i know what happened because jim told me thats what happened and told me that he would refund me the $3.75 overage because adding the warranty does nothing to the shipping. Its $15 period for ANYTHING in the benjamins box not 15%. so if u guys want to screw me out of $3.75 and lose a customer over pennies then fine its just principle. that was my 4th set of hids(all with lifetime warranty) and a set of depos that i bought from you and definately it wouldnt have been the last if it wasnt for this transaction. you guys seriosly cant get shit done without jim handling it. i will definately be posting this on bfc to let everyone know the nickel and diming over there.

13. So i went to the website and infact they edited it to say "Shipping on all "Benjamins" is a flat rate $15.00/$100.00 (15%)" notice the 15% tagged on at the end. So whocares if the edited it. I was told by Jim himself he would refund me the $3.75 the day after i ordered it.

so not only was i pissed that it took so long for them to just ship it im also pissed that its almost 4 weeks later and overage charge is still not resolved. And I dont really care about the $ whatsoever it was the fact that i spent alot of money with them and i thought i could atleast get a little customer service. Jim you need to get rid of these clowns

call them... i have read people taking bad about their CS, I have called 3 times and they have picked up each time and had answers right away each time. I can understand you might not want international phone charges, but they do pick up their phones.

to the OP, their shipping is 15% of the total sale so your shipping was right. I can understand how it dosnt make sense that a warranty would cost more to ship, unless theres a big book of voids and stuff ;). and that you spoke to them and they said they would refund you.

My understanding is they are swamped with orders, and orders are backed up as much as 2 weeks right now :(. I know this because I am dealing with the wait myself. Hopefully they will correct this refund for you as soon as they catch up on orders. If they will bump my shipment to the top of the list IE ship out monday I'll gladly paypal you $3.75 and make us both happy:)

Thanks for understanding!!:buttrock You will be bumped up to the top of the list on monday (just kidding). I wish we could do that for everyone, but you will be in the same spot when everyone else calls and bumps themselves back infront of you :lol

well the thing with that is that they just put the 15% on there it wasnt there when i ordered it. and when i spoke to jim the next day he told me that it was a glitch and he will refund me the overage. now if he just said it was 15% then whatever i dont care you know, I already got the hids at a discount.

Things change quickly with us and we apologize for the confusion it may cause. Jim is full of ideas and he will have them up on the website stat! Seriously though, he will say " what do you guys think about this?" and next thing you know the phone is ringing and someone is already asking a question about it. Ive been here only a month and I see why marcus says Jim is insane. Insane = good deals for you guys!:redspot We all thought he was crazy when he had the m3 integrated lip front bumper shipped for $115 total!! Shipping for bumpers in the U.S will generally be $80-$85 for the west coast and $95 for the east coast. Simple math: $95-$115 = $20 for the bumper ???:confused:eek::eyecrazy

+1 on your car being hot!

+1 on Jim will take care of this.

-1 on employee's being "slackers". I am sure these guys are slammed with orders as it seems to be.

+1 on maybe hiring more staff.

question; what is your opinion of the HID's?

+ddm rocks

Things change quickly with us and we apologize for the confusion it may cause. Jim is full of ideas and he will have them up on the website stat! Seriously though, he will say " what do you guys think about this?" and next thing you know the phone is ringing and someone is already asking a question about it. Ive been here only a month and I see why marcus says Jim is insane. Insane = good deals for you guys!:redspot We all thought he was crazy when he had the m3 integrated lip front bumper shipped for $115 total!! Shipping for bumpers in the U.S will generally be $80-$85 for the west coast and $95 for the east coast. Simple math: $95-$115 = $20 for the bumper ???:confused:eek::eyecrazy

Hey bro, please reply my PM..thank you

Hey bro, please reply my PM..thank you

Have you not learned that you will get your questions answered much quicker if u call in? You've been at this for a few weeks now...

Have you not learned that you will get your questions answered much quicker if u call in? You've been at this for a few weeks now...

Dude, who are you to tell me what to do? I don't like making international calls is there a problem with that? I have been at this because these people can't get my order right. I don't deserve any of this, try ordering from overseas and having to rush them to ship your item and when you get it they send you the wrong stuff. Seriously just mind your business I don't see anything wrong with wanting to communicate via pm's/email.

Dude, who are you to tell me what to do? I don't like making international calls is there a problem with that? I have been at this because these people can't get my order right. I don't deserve any of this, try ordering from overseas and having to rush them to ship your item and when you get it they send you the wrong stuff. Seriously just mind your business I don't see anything wrong with wanting to communicate via pm's/email.

In no way am I telling you what to do, but it will only ease your frustration if you spend the extra money for the call(how much is it anyway, I take everything I said back if it is really expensive:D) DDM does have staff issues as we have all learned, and I know if I were you I would just want to make the call instead of waiting days and days for their response. I don't think minding my business is appropriate while trying to give advice that will surely help. A 5 min call and $____ out of your pocket will solve everything. I was not trying to sound like a dick(trying to finish an 8pg paper due tonight, so I am as well frustrated), just trying to help. Again, I didnt mean to sound like an ass...Just trying to give a fellow member some help:stickoutt

this guy is about to cry over less than the price of a value meal at mcdonalds? i'm tempted to send you 3.75 so that you can be even more ungrateful that you have still saved about 100 dollars over what you would have a few years ago on an HID kit.

$3.75 won't even get you a gallon of gas these days.:rofl

"It's the principalities Smokey." - Big Worm

He said it wasnt about the money... no matter still a good price

We sent you the $3.75 refund via paypal.
Sorry for the inconvenience and miscommunication on our part
-marcus/paul

We sent you the $3.75 refund via paypal.
Sorry for the inconvenience and miscommunication on our part
-marcus/paul

:buttrock:buttrock DDM!!!

Jesus Christ, that's another reason why I quit the internet business. Dealing with cheap ass people like yourself.

DDM: + 1
Stupid customers: 0

another instance of DDM going above and beyond to please customers...

love you guys.. really i do

"It's the principalities Smokey." - Big Worm

He said it wasnt about the money... no matter still a good price
EXACTLY!!!! Thank You for following through on what Jim said. Some of you forum members will never "get it" I own a bodyshop and if I tell any of my customers something I ALWAYS follow through no matter how big or small. This post was also to vent on how long it actually took to receive the package because Jim actually told me that he was shipping it on that day i talked to him on monday and it wasnt shipped until thursdsay. But whatever whats done is done and DDM came through on their half...thanks again guys

Ni hao!

Guys, I'm sorry I have to be in Taiwan and China for a couple of weeks. But its what keeps the place rolling and keeps these deals coming at you.

Weisiong, whatever is wrong, it will get taken care of. I think the problem is that they are waiting for your part. If you ever want someone to CALL YOU, just PM us the phone number and WE WILL CALL YOU. International is nothing to us. Just tell us the time you want us to call. Please keep in mind we are GMT -8. Its probably a great idea to do the math for us unless you like calls at 2 am.

Now, back to the topic at hand. Staffing.

We grew from 4 to 10 in about 6 weeks and that takes some getting used too. Now 2 of us, me and the wife, are over in Asia for 2 weeks. Not great, but its how we make sure you keep getting great products at the best prices on the web.

I have 2 or 3 resumes to look at and hopefully, we'll have even more staff on hand in the next couple of weeks. Its important to all of us and especially me personally, that all of our employees are CAR PEOPLE. I don't want any of you calling up and getting the phone answered by anyone who isn't a committed car freak, just like you. That takes searching.

Now, all of that said, I definitely have some more hands on training to do in shipping. I've had my hands full the last few weeks getting ready for this trip and doing some stuff that isn't readily apparent to all of you YET. But it eats up my time. Once I am back in the office next week, I'll have about 2 weeks of follow-ups to do on this trip. But then, we'll start in on some of the bug killing that any company with our growth in sales and staffing are bound to have.

So, to all of you, including the OP and Weisiong, my sincere apologies. We'll make it up to you, one way or another.

Jim

We sent you the $3.75 refund via paypal.
Sorry for the inconvenience and miscommunication on our part
-marcus/paul

Don't forget to add $.13 to that paypal refund. Paypal charges 3.5%.. Or he's coming after you for that .13 cent..:D

Don't forget to add $.13 to that paypal refund. Paypal charges 3.5%.. Or he's coming after you for that .13 cent..:D
well actually i used my personal credit card to buy these so the wife wont find out;)