RealTruck

Hello,   I am very sorry for the delay and confusion with your original order. I hope that everything is going well for you at this point. I am confirming that you have received the 5th wheel. It appears UPS delivered on Wednesday. Please let us know if you have any further...

concerns.

I am rejecting this response because: In your previous message you said you could not help because Real truck does not warranty installation.Now you say you are saying you understand is is not the installation that failed.So how come my installion and uninstallion fees are not being compasated due to the failed product that you sold me?

Hello Ms. [redacted] - I do see that our ticket rep had originally denied the return, but she has reopened up the case as she was unaware that the wrong item had been sent (other than what you ordered). She is more than willing to help you with your return, and she has already sent an email to you...

advising that we will gladly exchange the item for you, if we indeed shipped the incorrect part number. She is asking that you advise her of the part number received, and will absolutely take care of the issue if the incorrect part number was shipped. I apologize for the confusion on this!

Mrs. [redacted],   We did get confirmation from FedEx that the package was delivered and left between the two rocking chairs. I would like to help take care of this problem with you. Can you give me a call so we can come to a resolution? Thank you

I am very sorry for this mix up and for the way you were treated.  We absolutely will refund you the shipping charges you incurred from shipping this back to the manufacturer.  We have been having some computer problems the last couple days and so we are bit behind on our return and refund...

processes.  Normally we would have been able to quickly get a return processed and a replacement going out to you.  I apologize that we were not able to take care of your needs in a timely manner in this case.  Please know this is not how we prefer to conduct our business or treat our customers.  I hope one day we will have the opportunity to serve you again.  In the mean time we have had a representative reach out to you regarding the refund, and as soon as we are able to process the refund for the shipping charges will we do so and apply those charges back to your original payment method.  I am hopeful this helps to make things better - please let us know if there is anything else we can do to make things right with you.  Thank You!  Tim B.

Hello Mr. [redacted],   I am sorry to hear about the fitment issues with the seat covers. Do the seat covers fit a different model or were they just made wrong? I would like you to give me a call so that I can help sort out your order. Thank you.

Good afternoon,    I understand the problem that you are having is not because of the installation. It appears that the product is covered under the warranty and the manufacturer is going to send you a brand new replacement product. We have requested some additional assistance with the installation and are waiting to hear back from the manufacturer.

Hello Mr. [redacted],      I am very sorry to hear about the defective light. We will contact the manufacturer who handles the warranty claims and see if we can get you some more help with the installation. RealTruck does not cover any installation as you read in our return policy....

I will have the customer service team contact you as soon as we talk to the manufacturer. Thank you

I am rejecting this response because: I went online and I saw that the part number suggested wouldn't fit my truck.  I called them and the lady sent me the link to the size she said would fit.  I understand that I ordered an incorrect part, but that's because they gave me a part number that would fit my truck.  She emailed me the part number also.  They are also telling you I received the Truck storage unit on 4-5-18.  That is incorrect.  What I received on 4-5-18 was a small 2 foot by 2 foot tool chest that sets inside the large Truck storage unit.  The Truck Storage unit, which doesn't fit, was deliver around 4-20-2018 by a private delivery company.  Not by FedEx.  FedEx delivered the small tool chest.

Hello Mrs. [redacted],   I have attached the copy of the delivery confirmation for your records. If you are not able to locate this product then we can help with a call to Fedex. There are some instances when the FedEx driver leaves the shipment at the wrong address on accident. We are...

always able to track it down and make we get it delivered to you. Please let us know if you need us to help find this lost package. Thank you

Hi Mr. [redacted],   It does look like you spoke to my customer service team today and acknowledged the refund was complete. I am sorry we didn't have the wheels you were looking to get and for the delay with your refund. Please let us know if you have any questions about any different...

wheels.  Thank you,  Jeff [redacted]