Help with support issue

[Mettafort]

Hi-

I will try to keep this brief: wife bought me all weather mats for Christmas, but they do not attach to the connectors on the floor of my Air Touring (2024). I have had multiple conversations with Lucid Support, and got very different and contradictory responses. It looked like the best solution was to return the mats, and support told me Lucid would cover the return because they are expensive. Then they went dead. When I followed up, new people got involved and they told me they would issue a return if I wanted it, but that I would have to pay. I responded to that email saying I was disappointed that I would have to pay given how many times their people told me it was bad the website isnt clearer and that I am not the only one in this situation. I said I would look to escalate it, but would like to issue the return please. This was days ago. Zero response. I wrote twice to the original support thread, completely ignored. I was then advised to re-write my issue as a desire to escalate poor customer service, and include a few key names at the firm to bring them into the issue. This was about a week ago. Zero response.

I am at disappointing loss to how poor this experience is - I only got this Lucid over a month ago. But I am unsure now what to do - looks like I cannot get hold of anyone to help. Does anybody have any ideas of what I could do next? Otherwise I guess I have to keep this not inexpensive product

Thanks in advance,
Nick.

 

[Tâm]

Hi-

I will try to keep this brief: wife bought me all weather mats for Christmas, but they do not attach to the connectors on the floor of my Air Touring (2024).

Do your mats look like this?

If you can't install them, can you pay a Service Center/Mobile Service to install for you?

...support told me Lucid would cover the return because they are expensive. Then they went dead. When I followed up, new people got involved and they told me they would issue a return if I wanted it, but that I would have to pay. I responded to that email saying I was disappointed that I would have to pay given how many times their people told me it was bad the website isnt clearer and that I am not the only one in this situation. I said I would look to escalate it, but would like to issue the return please.

The FAQ says:

How do I return an item?

Vehicle accessories and merchandise purchased from the Lucid online store may be returned or exchanged within 60 days of the receipt date. Merchandise must be accompanied by a receipt and in original condition, tags and packaging included, or we won't be able to accept your return and issue a refund.

Once used, a product is ineligible for return. However, opened but unused products have the same return window but are subject to a 15% restocking fee. Outside of warranty concerns, return shipping will be deducted from the return credit.

To initiate a return, please contact our Customer Care team at (888)-99-LUCID (58243) or [email protected] and we will help you through the process.

When a return is initiated, you will be provided with a pre-paid return shipping label. Please allow 3-7 business days for your return to be processed once you have shipped it back to us. You can ship using your own carrier if you so desire.

If your return was due to product defect or warranty, the return shipping fee will not be deducted from your refund.

Otherwise I guess I have to keep this not inexpensive product

It sounds like they want you to pay 15% restocking fee, which is also practiced by some other companies, so this is not unheard of.