ExtremeTerrain.com

Hello,Please accept our apologies, your refund for the second bracket was issued today. Andrew D***Director of Customer Service

Hello,Extreme Terrain returns policy states "If we sent you a different product from the one you ordered, or a defective item, please contact us using the information above within days of receiving your order. We will replace the product and process your return at no charge. If for
any other reason you need to return an item, you are responsible for all return shipping charges. Please check all merchandise for damage or defect when you receive your order, and before the item is used or installed." and "We will not accept a return of an item that is damaged or defective if it has been used/installed please inspect all orders as soon as you receive them"As per our conversation with the customer he has installed the tail lights and unfortunately they are no longer returnable. We have extended an offer for a new set at a discount should he wish to purchase another set. The Returns policy may be viewed in full here: https://www.extremeterrain.com/returns.htmlBest RegardsAndrew D***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you very much for understanding I apologize that it went this far.Martin B***
Regards,
Martin B***

Hey,Great talking with you *** and once again my apologies for the confusion regarding the return A refund has been issued in full for $on 5/8/and drop me a line so I can help going forward.Best RegardsAndrew D***Director of Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I appreciated that they did respond, BUT as it still is, I received a notice on Oct 1st saying it was getting ready to be shippedI then received an e-mail on Oct that it was being shipped that week (I assume Friday or SaturdayI then check the *** tracking number they provide Friday and checked the progress today and it shows the label was created but the item has never shipped and no other shipping date providedIf I could have attached the screen shot from *** I would haveThe *** tracking code is ***
Now you understand my frustrationI will say thank you for the quick response from the company and appreciate them looking into itI would hope that not everyone is having the same shipping issues I am seeing
Regards,
*** ***

We have worked with the vendor and the consumer to find an equitable resolution *** *** indicated that he would be satisfied with a replacement of the existing rear window and frame on the top versus returning the top in its entirety On Feb 17th we contacted *** Tops to arrange
for those components to be shipped to him at the address he provided free of charge Should *** *** require any further assistance he should feel free to contact us

Please see the attached document I have provided.Please have *** *** review the limited warranty for *** productsThe warranty is clear as to what is coveredAdditionally, the warranty states shipping and other costs are not covered. I have reviewed the customer’s complaint
and reviewed the
chats prior to the customer’s purchase and was unable to find any chats
pertaining to the specific issue of springs saggingExtreme Terrain does not sell used partsThe item he
purchased is now discontinuedPlease have the customer review the warranty at www.***.com for ***
products

Bought a part from Extreme Terrain that cost me $100 to install and another $100 to find out why it didn't work. Extreme Terrain refused to stand behind its defective product and to reimburse me for my wasted expenditure on shop labor (not to speak of my wasted time). In stark contrast to Amazon, with Extreme Terrain you take your chances.

[A default letter is provided here
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please see the attached documentWe have credited the customer back, there was no fraudulent behavior with this customers order.We apologize for any confusion or inconvenience this caused the customer.Sincerely,Tricia H***On 8/9/Our issue
Resolution Agent did offer an alternative solution
to ship the items to a US
street addressTo which the customer stated he would provide a US addressOn 8/15/after not
hearing back fro the customer with a US address we cancelled the order and
refunded the customer to the original form of payment. On 8/15/*** ***
credit card was credited in full (see screen shot below) Extreme Terrain did
not commit any fraudualent behavior nor did we intentionally mislead the
customer.The company has changed their
policy on shipping specific drop shipped (see excerpt below from our
information page) items outside the continental USWe apologize for any
inconveniece and confusion this may have causedNote: Unfortunately, not all products Extreme Terrain
sells can be shipped to CanadaThe following are a few examples of items that
cannot be shipped to Canada: Products that ship directly from the manufacturer,
products that require freight shipping, gift certificates or unmounted tires
Additionally, Extreme Terrain is not able to ship to Canadian addresses
with Postal codes beginning with X, Y, or Z.Final Position:Customer has been refunded

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me The business refunded part of the cost to get the bumper powder coated locally which is acceptable I just want it resolved This way I don't have to worry about another damaged shipment
Regards,
*** ***

Purchased $275 worth of equip from extreme terrain. I bought only that which was “in stock” with a delivery the next Tuesday. I was leaving on a Jeep run on a Thursday. I received the confirmation email from extreme terrain and double checked the charge went through to my credit card.

Tuesday comes; Tuesday goes. No delivery. I search back through my email to find the confirmation and get a contact number for status. In addition to the confirmation I received 7 additional BS spam marketing email... one of which stated there was a problem with my order and it was suspended until I call them. I frantically called to talk to some it who says there’s “no issue” we suspend everyone’s first order and the we randomly suspend orders after the first. He says it’s a part of their “risk management” process. Are you kidding me? What “risk” are you managing if you RANDOMLY screw people over? No fraud. No reports. A $36,000 limit on the card. A 768 credit score. The addresses match. They told me the “issue resolution” team is gone for the day. I’ll have to call back tomorrow but they assure me there is no “issue”. Why the hell am I having to sit home this weekend because extreme terrain “managed their risk” by randomly screwing me? I have now got to call the “issue resolution team” when there is no “issue”

They supply you with deceptive delivery promises, they take your money and they suspend your order.

Bad business. Beware. I’ll never do business with them again.

On August 13th I ordered the cargo master pro kit cargo rack with the catwalk. Got the rack within a reasonable amount of time. When I called and asked what the delay on the catwalk was, I was told it was on back order. Was not told this when I first ordered the whole order, no problem. They told me it should ship by the 27th, called on that date and was told that I should receive a tracking number by the evening of the 29th. When I did not receive a tracking number on the 29th, I called on the 30th and was then told the catwalk would not ship for another two weeks! Why couldn't they have been honest with me from the beginning ? I cancelled the katwalk, I will never do business with this company again. Hope this helps some of you ordering merchandise from this company. Mitchell Langston. P.S. They didn't even make and attempt to make or try and make it right with me for the lies I was told or the incovinance that I went through.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I did register the gift cards once they were given to me (which has nothing to do with them being able to re-issue them because there is no access to the card number that way either) and have contacted the financial institution. They have told me multiple times, which I have passed along to you as well, that they can not under any circumstances re-issue the card without the full number, of which I no longer have and can not acquire. I would not be in this position had your employee listened in the first place. I told them up front that if refunding to the original payment method or issuing a store credit were the only option that I would take the store credit. This is exactly why I repeatedly told you NOT to issue a refund to the original payment method and it was done anyway. You have done nothing to rectify the issue other than lead me on multiple times to believe this was getting resolved. If you were unable to issue a refund check the first time then you should not have allowed your agent to tell me that you would in the first place. If I had been told at the time of inquiry that you do not issue refund checks at all, under any circumstance, then I would have just elected to take the store credit and been done. I do not appreciate that you keep trying to put this all back on me when as a customer I clearly communicated to you what the situation was and you chose to ignore it anyway.
Regards,
[redacted]

Hello,My apologies for the delivery issues with this bumper.  A refund has been issued to your [redacted] card to cover the cost of having the bumper powder coated locally.  If there is anything else I can do to help please do not hesitate to reach out.Andrew D[redacted]Director of Customer Service

From: [redacted] <[redacted].com>Date: Wed, May 3, 2017 at 10:32 AMSubject: [redacted]To: [email protected] whom it may concern.Complaint [redacted] has been resolved. I have received my refund.Thank you for your rapid response.[redacted]

Hello,Attached is our company's documentation and final position in response to [redacted]'s complaint. Please feel free to contact me if you have any further questions. 8/31 We received a request to place an order for [redacted] Front Fenders – Black textured (07 – 17 [redacted])...

along with a money
order from [redacted]9/1 The order was placed and when the customer called he was
informed the order had been placed.9/2 Customer called upset he did not receive his email
confirmation. Upon review the agent noticed there was a typo in the customer’s
email address, corrected and issued the Order confirmation email to the correct
email address.9/3 – 9/4 The customer called and chatted in to obtain
tracking information, tracking was not available.9/5 The customer called in and requested for the order to be
canceled. The order was canceled. 9/7 Finance prepares refund which will take 7 – 10 business
days and this was conveyed to the customer.9/5 – 9/16 The customer reaches out to the company multiple
times inquiring about his refund. The process of the refund takes 10 business
days, this is reiterated multiple times to the customer to level set
expectations.9/15 – See attached check is cut/mailed.9/18 – Received Revdex.com9/19 –  The customer should
receive the check Invoice# [redacted] -[redacted], for the amount of $500.00 no
later than 9/20. Final Position – The
customer will receive his full refund this week

We apologize for the delay in responding. We followed our standard operating procedure when the customer contacted us regarding his lost package. The procedure with [redacted] can take up to 10 days to complete. ps completed their investigation and deemed the package was lost. We issued a replacement...

to the customer. The item was delivered on Wednesday, October 18, 2017 at 9:57a.m.

Hello,We apologize that the spacer was lost in transit and it generally takes about 6 - 10 days to process a UPS claim.  The claim has been processed, a replacement will be shipped on Monday and as a courtesy we have upgraded the shipping at no additional cost.  Should you require any...

additional help please feel free to let me know. Andrew D[redacted]Director of Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The claim Extreme Terrain has made that there was no chat or phone call regarding the sagging of springs is a flat out lie. Every technician I spoke to regarding the springs clearly stated that the springs will NOT sag. Either they have deleted the chats and phone calls or as stated, they are completely lying about the info they have given the Revdex.com. What was the reason for Extreme Terrain to discontinue the product? I would like to see the reasons...it could be because the product is nothing but junk and they knew it but sold it anyway.Also, it wasn't a chat that someone stated they received "used" parts it was a product feedback that they post on their website.I would not go out of my way and file a complaint for no reason at all, the springs have sagged almost 2 inches which makes this product faulty and UNSAFE. Extreme Terrain seem to be the only company carrying this brand, they need to remedy this issue ASAP.
Regards,
[redacted]