I recently purchased a set of 4 wheels (AVID1 AV6 matte black) from Fitment Industries and wanted to share my overall experience. It's rather detailed and long, so if you want the TL; DR version: I'm happy with the wheels, but won't use Fitment again.
First, I believe that Fitment Industries also goes by at least one other name, Custom Offsets. When I called or emailed Fitment, the response was always from Custom Offsets.
Anyway, on June 4th I placed an order for 4 wheels, which were in stock. I was given an estimated shipping date of June 20th, but they ended up shipping earlier on June 13th, arriving on June 15th (Thursday).
Between June 4th & 13th, I was contacted multiple times via email and text, asking me if I want to add on to my order: lugnuts, ceramic coating, tires, etc. Nothing too intrusive, but a little bit annoying. Whatever.
When the wheels arrived at the install shop, they weren't the matte black that I ordered but rather matte bronze. The boxes clearly stated matte bronze, so not sure how they managed to make it out of the facility. I fully opened one box just to verify, but all 4 boxes were rather beaten up with the tape that was supposed to hold them closed falling off.
I immediately emailed Fitment Industries. Hours later, I got a response saying sorry and giving me two options: 1) send the wheels back and once they get arrived and are inspected, they would send out the correct ones, or 2) sign a note, saying I promise to pay for the wrong set if I don't send them back and they would send out the correct ones immediately.
I chose option 2 and responded to the email, but didn't hear back for the rest of that day or the next, other than an auto-reply that listed a phone number to call if I didn't want to wait for an email back, along with business hours that included Saturday. On Saturday morning I called, but was informed that customer service actually doesn't work Saturday and to call back Monday morning.
I called Monday and left a message, which was returned a short time later. The person that returned my call was incredibly rude and told me that someone would "eventually" respond to my email and that I just needed to be patient; I informed him that I just wanted someone to treat my return with the same urgency that they used in bugging me to try and get more business.
Eventually, I did get an email back but by the time the note was sent to me, I signed it and it was acknowledged, the correct wheels didn't get shipped out until June 26th. In the meantime, I got multiple emails, asking when I was shipping the wrong wheels back and reminding me that if anything is wrong with them, I would have to pay. This was rather offputting, especially since if they would've shipped the right wheels, there would have been no need to send anything back. Now because they screwed up, I'm on the hook if FedEx drops a box? I ended up having to buy packaging tape and re-tape all four boxes to try and make sure they made it back in one piece.
The new wheels arrived and one of the boxes had a huge hole in the side and a large scratch on the side of the wheel. The scratch is near the bead and not really visible so not a huge deal, but again - I've been told 8 times to make sure the wrong wheels make it back in pristine condition and you send me this? After complaining, I was offered and accepted a $50 credit.
Upon opening all 4 boxes to install the wheels, I found that one of them was missing a center cap. I immediately reached out and by the end of the day, was told that Fitment reached out to the manufacturer to get a part number for the cap so they could order and send to me. That was Friday afternoon, so I haven't heard back/received anything yet.
So, while I love the actual wheels, I'm very disappointed in their lack of quality control. And it doesn't sit well with me that because they sent the wrong wheels, I could potentially be on the hook if something happens while sending them back. In fact, I only opened one of the wrong ones so another one could have already been damaged when I got it. I guess the smart thing to do would have been to fully open and unpack each of the wrong ones and take photos.
First, I believe that Fitment Industries also goes by at least one other name, Custom Offsets. When I called or emailed Fitment, the response was always from Custom Offsets.
Anyway, on June 4th I placed an order for 4 wheels, which were in stock. I was given an estimated shipping date of June 20th, but they ended up shipping earlier on June 13th, arriving on June 15th (Thursday).
Between June 4th & 13th, I was contacted multiple times via email and text, asking me if I want to add on to my order: lugnuts, ceramic coating, tires, etc. Nothing too intrusive, but a little bit annoying. Whatever.
When the wheels arrived at the install shop, they weren't the matte black that I ordered but rather matte bronze. The boxes clearly stated matte bronze, so not sure how they managed to make it out of the facility. I fully opened one box just to verify, but all 4 boxes were rather beaten up with the tape that was supposed to hold them closed falling off.
I immediately emailed Fitment Industries. Hours later, I got a response saying sorry and giving me two options: 1) send the wheels back and once they get arrived and are inspected, they would send out the correct ones, or 2) sign a note, saying I promise to pay for the wrong set if I don't send them back and they would send out the correct ones immediately.
I chose option 2 and responded to the email, but didn't hear back for the rest of that day or the next, other than an auto-reply that listed a phone number to call if I didn't want to wait for an email back, along with business hours that included Saturday. On Saturday morning I called, but was informed that customer service actually doesn't work Saturday and to call back Monday morning.
I called Monday and left a message, which was returned a short time later. The person that returned my call was incredibly rude and told me that someone would "eventually" respond to my email and that I just needed to be patient; I informed him that I just wanted someone to treat my return with the same urgency that they used in bugging me to try and get more business.
Eventually, I did get an email back but by the time the note was sent to me, I signed it and it was acknowledged, the correct wheels didn't get shipped out until June 26th. In the meantime, I got multiple emails, asking when I was shipping the wrong wheels back and reminding me that if anything is wrong with them, I would have to pay. This was rather offputting, especially since if they would've shipped the right wheels, there would have been no need to send anything back. Now because they screwed up, I'm on the hook if FedEx drops a box? I ended up having to buy packaging tape and re-tape all four boxes to try and make sure they made it back in one piece.
The new wheels arrived and one of the boxes had a huge hole in the side and a large scratch on the side of the wheel. The scratch is near the bead and not really visible so not a huge deal, but again - I've been told 8 times to make sure the wrong wheels make it back in pristine condition and you send me this? After complaining, I was offered and accepted a $50 credit.
Upon opening all 4 boxes to install the wheels, I found that one of them was missing a center cap. I immediately reached out and by the end of the day, was told that Fitment reached out to the manufacturer to get a part number for the cap so they could order and send to me. That was Friday afternoon, so I haven't heard back/received anything yet.
So, while I love the actual wheels, I'm very disappointed in their lack of quality control. And it doesn't sit well with me that because they sent the wrong wheels, I could potentially be on the hook if something happens while sending them back. In fact, I only opened one of the wrong ones so another one could have already been damaged when I got it. I guess the smart thing to do would have been to fully open and unpack each of the wrong ones and take photos.
