Hello fellow aficionados.

Wanted to bring to your attention a situation that happened to me today.

Cutting to the chase, please be very clear when your ordering from Wilcox to avoid possible disappointment with your order. .

Background:
Changing out my carpet to get some better heat protection. Did my research and decided on ACC with mass backing. Then started to look at pricing. As you would think, ACC’s retail pricing was the highest ~$500. Looked at Rock auto, $325. Then see the weekly post from Wilcox on discounts for carpet. Knowing they sell ACC, the price is $325, and a 20% discount to boot. So, I order the carpet. After no tracking and “delivery in 5-7 days” via email response. I get the carpet directly from ACC. Surprise! Standard carpet and no mass backing.

I call Wilcox and from the opening I receive resistance. I mentioned that the carpet didn’t have the mass backing. The response was that the mass backing was extra and quoted the price from ACC’s site. Where did I get the 325 mass backing price. I told them Rock Auto. He then informed me I received the 20% discount. I noted that it wasn’t about the discount, but the lack of description on the website. Then very curtly asked me what I wanted. I as politely as I could muster said I would like to return the product and asked what I need to do.

“send it back to ACC.”

Ok. How do I receive a refund.

“Put a note in asking for refund from Wilcox.”

How lo​​​​​​ng will it take for a refund?

“5 -7 days after ACC contacts us.”

ok…..

totally disappointed by this interaction with Wilcox. I’m writing this for everyone to be aware to check on your purchase because Wilcox’s descriptions are vague to nonexistent.

 

Can I ask what you are calling mass backing. Are you referring to the jute padding or an aftermarket sound/heat deading product? I looked at Wilcox's site on carpet and it doesn't mention either. That's the problem with many on-line transactions. Check and double check that the item is exactly what you're looking for. I've dealt with Wilcox a lot and I've never had any issues with any of their stuff.
The way I'd handle it would be to PM Wilcox instead of laying out the dirty laundry for everyone to see. If you don't get the resolution you are looking for then air your dirty laundry. But that's just me.

 

To be fair, the Willcox website makes no mention of the mass backing (as far as I can see) so you probably should have taken that as an indication the carpet was the base configuration. Might customer service response have been better? Probably but we're only hearing one side – so far.

 

Moving to Transaction Feedback.

 

Wow guys.

I guess I need to clarify. Let me make this simple.

Rock Auto = $329
Wilcox = $325 and, 20% discount

I assumed was the same product. So, I buy from Wilcox. Not the same. Hence my opening statement to clarify your order.

if you comprehended my post I clearly say I called them. Then received poor customer service.

Wilcox has always had minimal descriptions. You have to clarify with them.

sheesh.

 

I just looked on Rock Auto,

1001A Black ($445.79) 2 Day Delay

ACC 3601182 Essex; Molded; Complete; Loop set does not include door panel inserts; 9 Pieces; With Mass Backing; Click INFO to view full-size color swatches in the image box Info
Coupe; 4 Speed; with Pad
Choose Color:
$445.79