"SO EASY AND PRICES WERE BEST!"

"Easy checkout "

"ORDERING WAS EASY WITH FREE SHIPPING!"

"First Order: On June 30, 2020, I purchased 13 items for $131.53 before taxes, shipping, and handling. However, Prestige Lexus still charged me shipping and handling (“S&H”). When I complained via email that I was charged S&H, Prestige Lexus canceled my order without notifying me rather than honoring the terms of its advertisement. But-for my call to the dealership on July 1, 2020, whereby a representative informed me of the manager’s (Robert Healy) decision to cancel my order, I would not have known.

I explained to a representative in the parts department that their website is not honoring free S&H. He, along with three other employees, tried without success to get the site to honor their code -- “SHIPLEXUS.” He recommended that I, “Try again tomorrow and maybe the system will self-correct.”

Second Order: The following day, July 2, 2020, I completed the same order for $131.53 before taxes, shipping, and handling. Unfortunately, Prestige Lexus refused to honor the terms of its advertisement and charged me S&H again. The promotion, which appears prominently on its website, is good until July 31, 2020. Unfortunately, even after entering the code -- SHIPLEXUS – customers are still charged for S&H, but the final bill is not confirmed until after customers enter their payment information.

After completing my second order, Prestige Lexus sent me a survey, whereby I informed them what happened and that I intend to report them to New Jersey’s Attorney General and the Better Business Bureau.

The Issue

On Monday, July 6, 2020, when I checked the status of my second order, the Prestige Lexus site confirmed that my order was canceled. Unbeknown to me, Robert Healy (Manager, Parts Department) took offense to my survey response and proceeded to cancel my order again without notifying me. I immediately called Prestige Lexus at 5:08 pm. Eventually, I spoke with Mr. Healy who informed me that he canceled my order because of my response to the survey. He proceeded to state, “I don’t want your business! I do not wish to sell anything to you!” When I repeated the spelling of his name, he corrected me and stated, “I want you to get my name right so you can report me to whoever!”

It Gets Worse

Prestige Lexus posted my survey on its website, but only after it changed my rating. I gave Prestige Lexus 1 out of 5 stars, but the survey appears on its website as 5 out of 5 stars, and they intentionally omitted the most pertinent part of my survey that criticizes their business practice. To put things in context, Mr. Healy canceled my order (twice), but Prestige Lexus is representing to the public that I (“F. Duporte, Washington, DC”) gave them 5 out of 5 stars for the same orders that they canceled. At best, the manner in which the survey is presented is highly misleading.
"

"Just ordered, you need to input the code for free shipping, fyi"

"With free shipping no brainer"

"Need a little more product detail"

"Site was very user friendly and simple to navigate. Found what I wanted at a very good price despite the Shipping & Handling being on the high side of the ledger."

"Great deal on shipping free"

"Great online e-commerce, best for lexus parts!"

"I needed roof rack bars for my 2010 RX350. Prestige Lexus had the best price I could find anywhere. Online ordering and payment was simple. "

"Quick and easy really fair price "

"I placed this same order over a month ago. I have been waiting all this time only to find out they never shipped my order and canceled it with out ever contacting me or giving any explanation I am placing the order again let's pray this time it goes better "

"Easy and informative website "

"Really great price and free shipping on a large item made it an excellent deal."