TopsOnline

We're sorry to hear that David had a bad experience. Unfortunately this is a case of miscommunication. Many convertible tops are made from two sections - a top section (above the driver's head) and a window section (the rear window with a ribbon/frame of material around it) which, when the two pieces are installed together on the convertible top frame, they appear from the outside to be one single convertible top. The make/model for which David was shopping was made with this type of 2-piece convertible top. We explain what 2-piece convertible tops are on our product page, and we share the information that, if someone wants to, they can simply replace one or the other of the two pieces. We share this because we want our customers armed with this information in order to make an informed decision. Sometimes we may lose a sale if we are not carrying one or the other of the individual pieces, but it's better to inform the customer fully than hide important information from them. Additionally, on the product page upon which David was shopping, we make it clear that we are only offering BOTH pieces of the convertible top for sale as a single purchase. The fact that TopsOnline only offers both pieces of that 2-piece convertible top doesn't change the fact that customers can still opt to replace one piece or the other - it just means they may need to shop elsewhere to purchase the individual convertible top section they need. We're not going to withhold important information from a customer, EVEN IF IT MEANS WE MIGHT LOSE THE SALE. When David called our shop, we explained this situation to him and explained that TopsOnline only sells both pieces together. We did our best to convey this in a positive, friendly manner. I'm sorry that wasn't enough for David, and we wish him they very best as he searches for the convertible top piece he's looking for.

This review is confusing at best. We did our best to support the customer through a Warranty Claim, which was approved; EZ ON supplied a replacement Window Section for the customer at no charge and the customer was happy at least based on his emails. Then the customer's installer had problems with installation. It turned out that the customer wasn't working with an actual professional Trim Shop, and he even sent us pictures which proved the installer was working from his (or someone else's) home garage. Later conversations showed that the person our customer was using wasn't even known by the Trim Shop that he claimed to work at; instead the installer said he owned a different shop but was working on the customer's car from his home (no explanation was given as to why it wasn't being handled at his own shop). We were then stuck trying to get the customer's installer to cooperate with the manufacturer's expert technician, which was sadly like pulling teeth from a wildcat. Our manufacturer's expert went out of his way to try again, and again, to get the customer's installer to return his phone calls and send clarifying images to help make direct the installer on how to correct his installation. The installer failed repeatedly to provide pictures as directed by the manufacturer's expert, and stopped returning phone calls and stopped answering emails. We have roughly two dozen emails with the customer which prove all of this. Unfortunately, it became clear during the communication process that our customer was dealing with an installer who was not the best communicator. We wish no ill will upon our customer; this is all on the installer's shoulders at this point.

We take protecting our customers seriously, and for that reason we use extra precautions to prevent credit card fraud. One of the most common types of fraud that is committed online is using a valid billing address but requesting the product to be shipped to an alternative shipping address out of state. When enough flags are raised, for the protection of the credit card holder, we decline to ship to any address other than the cardholder's billing address. We do not intend to cause our customers a headache, rather, we simply aim to avoid allowing a fraudulent transaction to slip through. We wish this customer the best.

This customer demanded a courier service from the United States to his door in South Africa, which we do not provide. We refunded the customer's original payment in full because we could not meet the customer's demands.