I ordered a set of Maritan 20x9” MW05 wheels on March 28th. They arrived in decent time and in perfect condition. I brought them to Discount Tire (DT) and had them install 275-45-20 Continental DWS06 tires. I immediately noticed a new noise while driving. DT agreed they heard it and we decided to install Michelin Pilot Sport All-Seasons as that is what was on the car before and I didn't hear this before. The tire exchange was made and the same exact noise was still present. It is a medium-pitch, variable droning between 20 and 50 mpg (where I spend most of my commute). The noise is audible most of the time I am driving. I contacted Martian Support. At first they had a 24-hour response time to an email request. They initially seemed like they wanted to work with me. They had me send videos on the sounds. They claimed it was not the fault of the wheel. They didn’t explicitly say it, but I could tell they were hinting that they would not let me return the wheels.
I made sure to read the return policy on the website several times before ordering. It does not say you can’t return wheels based on dissatisfaction. In fact it says all returns not due to manufacturing defect are subject to a 15% restocking fee. They mention “15 days” several times in the policy and I made sure to start my conversation with them well before that time frame.
Though they almost never answer their phone I actually got “Drew” to answer one time. I believe he is the owner of the company. He was very professional, though he also hinted that they don’t take returns that aren’t based on manufacturing defect and I should have someone else read the return policy with me (it is below). I told him I was trying to get used to the sound and I really did like the look of the wheels and that they felt light on their feet. He said that if I wanted to return the wheels it would become a “customer satisfaction” issue. He said he couldn’t sell them as new after a return and we’d have to come to a fair agreement on a buy-back price. I stated that I was interested in that and would try a few more days to get used to the sound first. I made sure to respond within 15 days that I wanted to return the wheels as the new noise was just driving me crazy. I mentioned my conversation with Drew and used his email address and the normal support email address. I replied to the same email thread I had been conversing with Martian on, so the history of the conversation was available to all. They did not respond to that email within 24 hours as they had in the past. I Replied All to the email again and they still ignored me. I am reaching out to the BBB for help.
I know many have positive experiences with the company. I want to support small businesses. They don't have a physical storefront and limited employees. This is something to keep in mind when working with Martian. In retrospect, I should have just found a wheel with Discount Tire or Tire Rack who would have no problem in taking returns or exchanges.
Returns and Exchange Policy
1. Please inspect items immediately upon receipt. Any defects found and reported to Martian Wheels after 15 days from the delivery date will not be covered.
2. All returns, not due to damage or manufacturing defect, are subject to a re-stocking fee of 15% of the item cost. The restocking fee covers the cost of our order processing, shipping cost, and restocking process. Shipping cost to return an item that is subject to a restocking fee is the responsibility of the customer.
3. Items you wish to return must be approved prior to your return. Contact us for a RA# (Return Authorization Number) and specify the reason for return. All return inquiries must be sent to us within 15 days of receiving the order at the customer's expense.
4. Approved Returns must be sent back to us within 15 days of receiving your RA#.
5. Items returned, not due to damage or manufacturing defect, must be in brand new condition.
6. Shipping, handling, and transaction fees are non-refundable.
7. Once items have been returned to us, and the condition has been inspected and approved, a refund will be issued. Approved refunds are issued within 2-3 business days after approval.
8. Returns cannot be accepted for electronic parts.
9. For any questions, please email:
[email protected]
