Rough Country, LLC.

I received a damaged light bar and wiring. I returned them as requested, received a new light. I had to pay to ship the damaged light and wires back, which Rough Country reimbursed me for 04/04/2016 ROUGH COUNTRY TN $84.06 CR.When Rough Country shipped the initial damaged light, along with the rest of the shipment, we paid Brokerage fee for $551.52 CAD including duties and taxes related to all items shipped to us.We received the new light and wires,we paid another Brokerage fee for $139.90 including duties and taxes, on top of the initial $551.52.If the items were not damaged in the first place, this $139.90 would not have to be paid again. I requested a refund, and was denied.sincerely,[redacted]Product_Or_Service: 50" led light barOrder_Number: SOXXXXXXXXAccount_Number: SOXXXXXXXXDesired SettlementRefund the extra costs, which I had to pay, because of defective materials/items I received.Business Response Contact Name and Title: DAVY LEE / SALES MANAGERContact Phone: XXX-XXX-XXXXContact Email: [redacted]@roughcountryc.om[redacted] I apologize. I hope someone here just didnt understand what transpired - please email me the receipt you paid both of the duties and taxes and I will refund one of the charges back.My email address is [redacted]@roughcountry.comThanksDavyConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Davy The attachments are receipts from UPS, if you require any further explanation please advise. The one receipt for $551.52 was the initial total for all items( wench, spacers, lift, etc.) in the shipment which included the damaged light and wires. The other receipt for $139.90 I paid again for the new light. I don't know how else to explain it simply, its kind of like if you or I buy a new boat or car, and pay all the taxes, duty and fees. it arrives damaged, you or I request a new one to replace the damaged one. You or I should not have to pay for all the taxes, duty, and fees again. sincerely, [redacted] On April 18, 2016, the business provided the following information:Contact Name and Title: DAVY LEE / SALES MANAGERContact Phone: XXX-XXX-XXXXContact Email: [redacted]@roughcountryc.om[redacted] I apologize. I hope someone here just didn't understand what transpired - please email me the receipt you paid both of the duties and taxes and I will refund one of the charges back.My email address is [redacted]@roughcountry.comThanksDavyFinal Business Response All steps have been taken and reimbursement has been sent. Customer should be satisfied. Any questions call or email me.ThanksFinal Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I fully accept their (Rough Country) proposed resolution, as per credit transaction to my account from 31/03/2016 and 25/04/2016 inclusive.Any further info required please let me know.thank you[redacted]

Purchased a lift kit for my vehicle that was advertised as a "4.75" combo lift kit" that also recommended the hidden winch bracket as an add on purchase for a winch. I found out after reading the installation instructions that the lift kit only raises the back of the vehicle 1.7" and that you cannot use the hidden winch bracket with this kit. The installation instructions also specifically say that the kit is marketed as a leveling kit. On the website it is sold as a lift kit. Called [redacted]'s customer service and let them know this. They told me that I had to pay to ship it back to them. The blame for not knowing any of this was put on me for not being a suspension expert. No where in their advertising can you find these details out, you have to read the installation instructionsProduct_Or_Service: 4.75in [redacted] KitOrder_Number: SOXXXXXXXXDesired SettlementRefund my return shipping cost.Business Response Contact Name and Title: [redacted] - Sales ManagerContact Phone:[redacted]Contact Email: [redacted].comThe lift kit is correct. It is 4.75" in the front and 3" in the rear to level off the vehicle. If you want the rear higher I can send you a taller block but this is not the normal stance of a lifted vehicle. Or if you want to return the kit we will be happy to pick it up and fully refund you. Use this link to fill out Return process http://www.[redacted].com/returns/ and leave my name "per [redacted]" in the comments and say you are sending back and I will fully refund the order including shipping and calltags.Thanks[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The items were returned on 5/22/14 and they charged me to return them and have not refunded the cost. I have heard absolutely nothing from these guys. I have paid for the shipping to me and the shipping to send it back. I was refunded for the cost of the order only. NO SHIPPING COST HAS BEEN REFUNDED. Total shipping is about $107.90.

Bought part wrong refund card can't account closed promised check 6wks none asked for product back no credit new bank card no hung up on every call Ordered 2" spacers for truck don't fit returned with their rga can't credit debit card back account had been closed promised a check to be mailed 6 wks no check every call been hung up on asked to credit new debit card no they say bank got money I don't know which was homeless vet asked for product back noSo now no money or product hung up on every callDesired SettlementI asked for credit on new card no they say bank has it but after fact said would issue check been 6weeks no check hung up on every call asked for product back no how can closed account get money but then say will send check liesJust want my money back they got their product with rga over 6 weeks agoBusiness Response Contact Name and Title: Davy L** - Sales ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@roughcountry.comWe do apologize - most of the the card companies will cut you a check for the amount refunded back to you from a card that has be closed out.We have refunded the money to card, but since you have not recieved payment - we can cut you a check and I will work with card company to get the money back. Please send me an email with your mailing information and provide me the RGA # XXXXXX and we will cut you a check for 58.00.My email is [redacted]@roughcountry.comThank you and have a great day.

they will not replace my shocks that are badI have a 03[redacted] with 4 rough country shocks that were bought together and installed at the same time and they are at different stages of leaks which makes my vehicle hard to handle and to drive. they were bought within the last year and still under warranty. I contacted the company they stated they needed proof of purchase and of a bank statement and pics of the shocks. I told them I can take a picture but we recently lost everything we owned due to a flood and have been rebuilding and trying to get things back together. I tried to explain this to them in a email and I have not heard from them since other then they said they can't and won't help me and just because I say I have thier product on my vehicle does not mean anything to do.Desired Settlementi would like to get my shocks replacedBusiness Response Contact Name and Title:[redacted] - Sales ManagerContact Phone: 866-[redacted]Contact Email:[redacted]@roughcountry.com[redacted], my sales guys should have forwarded you to me to resolve. I have a few extra ways of searching old orders. Call me at 866-[redacted] and I will take care of the shocks for you.Thanks[redacted]

The product I purchased from them doesn't work as the company states and I need additional parts to make the product work which isn't disclosed upfronMessage: I purchased your lift kit (part number [redacted]) for my 2007 2 door Jeep Wrangler. It states on your website that this particular lift will clear 35" tires. Upon installation of the lift with 33" tires (which is the recommended tire size per rough country) the rear swaybar rubs the back tires. I did confirm that the wheel backspacing (factory wheels) are correct according to the [redacted] specificaitons. In order to clear the wheels we had to remove the rear sway bar. Is this a common fix? Please contact me via e-mail. I am very unhappy with the product. My e-mail address is [redacted]. For refence to my order the order # was[redacted] and it was placed on 08/17/2013. After sending this e-mail to [redacted] they said removing the swaybar is an option I have to make the kit work. Removing the swaybar is not safe per the vehicle manufacturer.Desired SettlementI would like them to provide me with the wheel spacers that would make this kit work properly. It isn't stated in the directions that they are needed with the kit but upon installation at the shop it seems to be the only safe way for the product to work on the vehicle. I have received no response from the company with help in regards to their false advertisement.

ordered a tri fold bed on Jan 15. received an email stating the new goal shipment would be 1/18. After hearing no response I contacted rough countryYou state that One you our core values here at Rough Country is to provide same day shipment for all orders submitted by 4PM central time. I ordered a tri fold bed on Jan 15. I received an email stating the new goal shipment would be 1/18. After hearing no response on the 18 I contacted Rough country myself and they told me it would most likely be shipped this coming Monday the 25.I was not preapred to deal with an additonal 10 day delay that I was not informed of. Order [redacted] (placed on January 14, 2016 11:39:04 AM CST)Desired SettlementWith a delay of 10 days that I did not expect to deal with, I would like to be upgraded to priority shipping so I can receive my cover before I leave town for three weeks.Business Response Contact Name and Title: Davy L** - Sales ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@roughcountry.comWe are very sorry. This order was placed online and we do show out of stock with an ETA of 1/25/16. We will have the order processed as soon as the part come available and to you within 2-3 working days. Any questions give me a call at XXX-XXX-XXXX.Thanks

Ordered a steering stabilizer from[redacted] online on 6/24/14. Returned it to [redacted] on 7/30/14, still no refund.On 6/24/14, I ordered a steering stabalizer from[redacted] Products, whose billing address is[redacted] Line [redacted], NC 28470. The product showed all of the mounting brackets and only specified it did not come with the boots. When I received the product, it was from [redacted] Systems, located at [redacted] Rd,[redacted], TN 38024. I did not need the product after all, so I sent it back to [redacted] Systems on 7/30/14 and, per the[redacted] tracking information, they received it on 8/1/14. I called that week and spoke to someone at[redacted] and they asked where I sent it back to. I told the person, I sent it back to [redacted] because, per the internet instructions, that is where the product was to be returned. The person stated the accounting department should issue the refund by Friday. On 8/22/14, I called[redacted] and spoke to[redacted]. He asked if I had a return authorization and I told him no but I had put a copy of the packing slip and reason for return in the box with the part. The instructions did not say I had to have a return authorization number. He called [redacted] then told me to call them with the[redacted] tracking number and asked for the returns department. I did that, asked for the returns department and there was no answer. I did it again and left a message for a return call and have not received a return call. Now that I have filed this complaint, the address is for a company called something other than [redacted] or[redacted]. Someone has the part I returned and my money.Desired SettlementI want a full refund for the amount of the steering stabilizer $35.95, plus the $11.00 shipping and handling. Plus, for my time and trouble of getting a refund, I want the $15.80 it costed me to send the part back. I want a full refund of $62.75.Business Response Contact Name and Title:[redacted] - Sales ManagerContact Phone: 866-430-0446Contact Email:[redacted]@roughcountry.comAs the customer stated, the parts were returned back to us and we did issue credit back to [redacted] on 8-26. I have called [redacted] to make sure they know they received the credit. [redacted] at [redacted] will do the credit today and customer should see the refund within 3-4 business days.Thanks[redacted]

I paid for 2 day shipping so that I would receive the product by friday or saturday. they waited until the end of business on thursday to ship my package and now I am not going to receive my package until monday. UPS will deliver on saturday and I paid the extra money to ensure the delivery. I could have paid no extra money and received my package on monday anyway but I paid the charge for 2 day delivery. I called the number on their website and was treated rudely by the customer care representative.Product_Or_Service: 242N2 2.5in suspension lift kitOrder_Number: SOXXXXXXXXDesired SettlementI would like a complete refund and for rough country to pay for the return of the item. Business Response Contact Name and Title: Davy L** - Sales ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@roughcountry.comThis order was placed online through our web after the 4:30 deadline on Wednesday November 11th. Therefore it was shipped on Thursday via UPS 2 day air as selected. Unfortunately 2 day air does not deliver on Saturday it is two working days which rolls over to Monday. We do apologize, and to help you out we will allow a full refund of the product and refund for the 2 day air just to help you out.You will n**d to fill out our return forms online - here is the link - http://www.roughcountry.com/returns/