Reply from OMAC USAOct 8, 2024
Hello Dear Customer,
On our end, we did not wish to cause any dissatisfaction. We are here to help in the best way possible. We deeply apologize for the frustrations you've experienced, and we would like to clarify the situation.
Your review was left under the name "Trysomethinghealthy." At the time we responded to the review on October 7th, we were unable to locate any order or username registered under this name. We try to respond to all the incoming reviews within the same day. Now that you have updated the review and we have the order number, we’ve checked the case and fully understand your position. We respect your comments and would like to kindly respond to the review to explain the situation for the benefit of the community.
The order number WS159959 was placed for the 2015-2021 Mercedes C Class W205 Roof Rack Cross Bars (Silver), compatible with OEM fixing points. The listing, did not specify that the product is only compatible with Sedan models, however the "W" in the Mercedes-Benz model designation is a special character that specifically refers to Sedan models...Therefore the listing's title has been created as a 2015-2021 Mercedes C Class W205 models. When you contacted us via email and phone, our customer service representatives, immediately offered a hassle-free return. Since you wished to obtain a new cross bar from our shop, we located the correct compatible set for your Mercedes and, due to the initial inconvenience, offered a discount for the second order. However, through a phone call with our agent, it was mentioned you had encountered a fitment issue, but you were able to fix it. Upon our tech sending the email regarding the discount we also stated to provide a picture of any issue you were having to better help you. Upon your response it was never mentioned you had encountered such an inconvenience with the cross bars disconnecting also no pictures of the issues were provided.
If the roof rack cross bars are not correctly tightened, it may lead to issues, just as with any roof rack in the market, including OEM models.
Once again, we deeply apologize for any inconvenience and appreciate your feedback. It is never our intention to disappoint anyone. We always strive to be transparent in all our communications. Your feedback is valuable, and we will continue to improve the quality of our listings and service. On our end, we would like to offer a free return for a full refund or a partial refund of 10% without taking the product back. We have also sent an email. We hope to hear from you soon. Your satisfaction is our priority.
Best Wishes,
The OMAC Family
