Disappointing Decline in Customer Service — Stay Away from Really Right Stuff
I was a loyal Really Right Stuff customer for almost ten years and had a great relationship with the company. Over the last few years, however, I’ve watched their customer service and their pride in their products steadily decline. It began with faulty parts they refused to replace and continued with missing orders they wouldn’t take responsibility for.
My most recent order is a good example. It was a low-cost item, an L-bracket, and it was lost in transit. RRS first told me I was past the 30-day window for a replacement or refund. When I pointed out that I was still well within that window, a second representative told me that RRS does not take responsibility for orders once they leave its facility.
They also explained that because RRS arranges and pays UPS for international shipping, UPS considers RRS its customer, not me, even though I had prepaid those shipping charges myself. As a result, only RRS can file a claim. When I asked them to file one so that neither of us would bear the loss, they stopped responding to my emails altogether.
In the end, I lost the cost of the L-bracket, the shipping charges, the taxes, and the special packaging fee RRS adds to orders under $250.
In today’s competitive online market, I would have expected Really Right Stuff to work harder to keep loyal, long-term customers satisfied and earn their repeat business. Had they simply made this right, they would have earned far more from my future purchases than the small cost of resolving the issue.
It has now been a year since my order was lost, and I’m sharing this so others can make an informed decision before supporting the brand. There are plenty of companies offering equal or better products at a much lower price, and I would much rather support brands that take pride in their quality and service and genuinely value repeat customers.
I was a loyal Really Right Stuff customer for almost ten years and had a great relationship with the company. Over the last few years, however, I’ve watched their customer service and their pride in their products steadily decline. It began with faulty parts they refused to replace and continued with missing orders they wouldn’t take responsibility for.
My most recent order is a good example. It was a low-cost item, an L-bracket, and it was lost in transit. RRS first told me I was past the 30-day window for a replacement or refund. When I pointed out that I was still well within that window, a second representative told me that RRS does not take responsibility for orders once they leave its facility.
They also explained that because RRS arranges and pays UPS for international shipping, UPS considers RRS its customer, not me, even though I had prepaid those shipping charges myself. As a result, only RRS can file a claim. When I asked them to file one so that neither of us would bear the loss, they stopped responding to my emails altogether.
In the end, I lost the cost of the L-bracket, the shipping charges, the taxes, and the special packaging fee RRS adds to orders under $250.
In today’s competitive online market, I would have expected Really Right Stuff to work harder to keep loyal, long-term customers satisfied and earn their repeat business. Had they simply made this right, they would have earned far more from my future purchases than the small cost of resolving the issue.
It has now been a year since my order was lost, and I’m sharing this so others can make an informed decision before supporting the brand. There are plenty of companies offering equal or better products at a much lower price, and I would much rather support brands that take pride in their quality and service and genuinely value repeat customers.