Running Board Warehouse Reviews (%countItem)
Running Board Warehouse Rating
Address: 4414 SW College Rd Unit 1410, Ocala, Florida, United States, 34474
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Was not told the truth and very slow response on refund
I ordered running boards for my truck and was told the were in stock and would be shipped the next day with a delivery date of 11/27 did not get shipping information called back on 11/25 was told they would ship that day. On 11/26 was told that the manufacturer was delayed and was out of stock. I requested a refund because I had not been told the truth. My refund is still pending as of 12/09.
Just wanting a refund in a timely manor
The refund on this order due to the item being out of stock was processed back tot he customer on 12/10 and can take 2-7 days to show back to the original form of payment.
(The consumer indicated he/she ACCEPTED the response from the business.)
Ordered a FIA winter grille cover and amp bug screen. Order number***. Wanting to cancel order for a full refund.
Ordered a FIA winter grille cover and amp bug screen. Order number***. Wanting to cancel order for a full refund. Purchase date 11-19-19 thru Realtruck.com. have tried calling and live chat and unable to get a response.
Wanting to cancel order for a full refund.
We do not show any open incidents for this customer in our database. Customer ordered on 11/19 and this product ships directly from the manufacturer. Due to the holiday this lengthened their shipping times but we see the item was shipped on 12/11 and delivered on 12/14.
(The consumer indicated he/she DID NOT accept the response from the business.)
Called company a dozen times they never answered don't believe they even tried. I will not order from this company again and I will let others know how they do business .
We show no record of communication from the customer to us at this time. We have called the number on record in our system which is disconnected and the number on the Revdex.com filing which goes directly to voicemail each time. We have also repeatedly emailed with no response back to us. Our records show the complaint was filed on 12/9. Items show delivered to customer per FedEx on 12/14. FIA bug shields take an average of 3-4 weeks to ship especially during busy season which matches the timeline of the order date.
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased the Iron Cross HD Steps several weeks ago and they missing hardware and 1 defective skid plate.I don't blame the manufacturer for Real Truck's lousy customer service. When I received the order, the hardware bag was open and loose in the box. 1/2 of the nuts, bolts and washers were missing, as well as one skid plate had defective powder coating...It happens. However, I called customer service and was told they would mail a new hardware bag and skid plate. After waiting almost a week, I received a customer service email asking which individual nuts, bolts and washers were missing? After they wasted my time, I went to Ace hardware and bought the hardware for $5. They never sent me the new skid plate and I received about a dozen more emails asking to send pics of the missing hardware (which I already purchased and installed many weeks ago). Real Truck has the worst customer service I have had in a very long time. They love to waste your time and they don't care if they solve your product issues or not. Their website didn't even link my order (Must be because I purchased over the phone). They marked my Ticket #XXXXXXX solved without ever doing a thing. What a sham!
Product_Or_Service: Iron Cross HD Steps
Order_Number: XXXXXXX
Account_Number: ticket request numbe
Other (requires explanation) I want another hardware bag and the new undamaged skid plate. They need to: Quit wasting the time of their customers. If you say you are going to send another hardware bag out on the next business day, do it. If you say that you will have a new skid plate sent out, do it! If their customer service ever read my open ticket, they would have seen that I was missing the hardware and the pics I sent of the skid pad clearly showed the defect.
Hello,
My complaint has been satisfactorily resolves by the the business and I'd like to close the case. Thanks for your assistance.
Product return
Recently purchased a product from your website. Found out from the installer the bull bar interferes with the sensor. I have contact the business multiple times but have not heard anything back.
Just a refund and for the company to pay for packaging and shipping cost
It appears two bull bars were ordered. One was returned as of 11/25 to the vendor and there is a second one which has not yet been returned according to the records. A return label has previously been sent for both but only hone has been returned at this point. Once the second is received the refund process can start.
(The consumer indicated he/she DID NOT accept the response from the business.)
The second bull bar has been returned as of last Wednesday. Please let me know if you have received it. Also the the website do not indicate what year the bull bar is made for until the box is open. The 2017 and newer have a sensor in the front Toyota emblem that interferes with the safety system. Upon speaking to Toyota about the situation, I was informed that my warranty would become void if the bull bar was installed.
We have received notification from the manufacturer that the second bull bar was received as of this morning. A refund request has been submitted to our accounting department and once processed the customer will be notified. This information has also been conveyed directly to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you
The product did not come with the instillation kit required as stated on the site. I can not get the company to send the required kit I paid for.
I ordered a Bull bar for my jeep patriot from this company. On the website when I ordered it it said it came with a vehicle specific installation kit. When I got the bull bar it did not come with any installation kit. I originally ordered it on November 13 and received it shortly after. I have called and emailed many times and all I get in response is that They will reach out to the manufacture to have them send it to me. I talked to a new person every time that is "assigned to my case" and they told me the same thing every time. I have tried to speak with a supervisor and keep getting sent to a different customer service representative who tells me the same thing that they will contact him manufacture. All I get is a form email after I talk to the person and I never hear from them again. Calling the company is difficult and I have waited 25 minutes on the line on hold before reaching a person.
The last time I called the customer service representative assigned to my case said that they have over 100 cases that they're working each and that they're overwhelmed. She said she knew it was not my fault but that's the reason it is taking so long. She said she would prioritize my case but I haven't heard from her since that conversation last Friday. I just want what I paid for.
Item: Black Horse Max Black Bull Bar
Part #: ***-***-
I just want them to deliver me with my vehicle specific installation kit for a 2012 Jeep patriot. That was what was promised to me and that is what they keep telling me I will get, with no results. I just want what I paid for.
Per our records this incident shows it was solved. The hardware kit was delivered to the customer as of 11/18. On 11/27 the customer was asked if everything has been received and replied as follows:
Thank you I checked and did receive it.
I consider this complete.
Thank you again for your help.
This was resolved
I order wheels and tires for my truck and when they came in they were damaged. I've sent pictures to the tech and he said he would get it taken care of but just doesn't response to email or phone.
Finish the job Send me a wheel and pay for the mounting and balancing of all 4 tires and wheels. They told me to just install them and drive to a shop... Tires are balanced to prevent damage to the vehicle/wheel/tire. At this point i wouldn't feel safe installing them and driving on tires and wheels until properly done by a professional.
I can see that the customer is working with the supervisor to rectify this situation. The supervisor has reached out to the manufacturer who ships these items directly to the customer and will continue to keep the customer looped in on the status until the issue is solved. Due to the very high volume this time of year responses may take an additional day or so even with the supervisor handling the issue.
4 weeks no product shipped, cancelled order finally spoke to a supervisor have been waiting 2 days for a refund. This company is very shady
We apologize for the shipping delay from the manufacturer. Your refund has been processed as requested. Please allow 1-10 business days for your bank/credit card company to release the funds on their end. If you paid with PayPal the funds will be released immediately.
I bought I nerf bar and it was missing one of the brackets to hold it onto my truck. I have had no luck getting the missing part.
I bought a nerf bar for $215.33 on 10/19/19, I installed one side of my truck and when I went to do the other side I was missing a bracket that holds it onto the truck. So I called on 10/25/19 and spoke to Julie *** and was given a request # of *** and was told someone would contact me by the following Monday to get me my missing bracket.
That Monday I never heard from them so I emailed Julie *** on 10/30/19 to see if my bracket had been shipped out. She never responded to my email, yet I received an email from Bennetha *** on 10/31/19 with a diagram of the brackets and nerf bar. She asked me to verify the type of bracket I was missing, so I let her know what bracket it was.
I figured that my bracket would be shipped out soon. NOPE !! I emailed Bennetha *** on 11/12/19 and asked where my bracket was. She responded on 11/14/19 saying sorry for the delay, because they had to make the part. (So why wasn't I informed of that between 10/31/19 and 11/14/19). Make note that I called on 11/13/19 and told a Customer service lady I was tired of waiting and to send me a return label, she said she would email it to me by the next day. So I think that's why Bennetha finally reached out to me on 11/14/19.
So on 11/15/19 I got a half of a bracket. Which was not even the right bracket! So I called on 11/15/19 and told the costumer service lady that I got shipped the wrong bracket. And all I wanted was a return label not a bracket. So she said she would email Bennetha and she would send me the return label by the end of the day. I still haven't heard from her or anyone from the company so I emailed Bennetha today (11/17/19) and told her I was getting Revdex.com involved...
I want a return label by 11/19/19 and a full refund of the product. I would like the return label by 11/19/19 because I'm going into surgery and will be out for an estimated 4-6 weeks and unable to package it.
I see there has been interaction with the agent and supervisor and a resolution has been reached with a partial refund and the keeping of the original order. Please let us know if this is incorrect.
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded me the 50.00 today. 12/20/19
Refund requested, and request confirmed, has not been processed. It has been 5 business days since initial correspondence.
Order placed to THI E-Commerce DBA RealTruck on 10/24/19 - order # 1*** paid with Paypal credit. Notified, via email on 10/25/19, that an item I ordered was not available currently nor in the near future. Rep. asked I wanted to cancel and receive refund, I answered in the positive, please cancel and refund. Funds were charged to my Paypal credit account on 10/24/19 and refund for "out of stock/unavailable" item/s has not been given. Today is the fifth working day since I acknowledged that indeed I wanted a refund. Funds were drawn electronically on same day as order, why can they not be refunded similarly. THI E-Commerce, AKA RealTruck, notified me that the item was unavailable the day after my order and my refund should have been processed that same day.
I want my refund by end of week, no later than 11/01/2019.
THI E-Commerce, DBA as RealTruck, has processed my refund as of yesterday afternoon. I informed their customer service that I was going to file with the Revdex.com earlier that morning, before I filed.
The issue appears to be resolved, but I still think it took too long for RealTruck to refund, requiring a Revdex.com complaint for them to finally take action.
Just bought this cover and installed it on my new truck. I had one previous and loved it but sold that truck. I drove from Utah to Wyoming and the cover flipped up and tore loose.
Product does not stay in place and Velcro is very poor on this model
Product_Or_Service: Tonneau Cover
Order_Number: ***
Account_Number: N/A
Replacement I would like to upgrade and am willing to even pay the difference to a better model.
We were unable to locate the order inquiry based on the name, phone number, or e-mail tied to the related inquiry due to a warranty issue. If we could have the sales order number, existing ticket number (if assigned to the warranty issue), and/or e-mail address tied to the original order we can research at that time.
(The consumer indicated he/she DID NOT accept the response from the business.)
I put this on the complaint. ORDER #: ***
Delivery Shipped on 09/12/2019
FedEx Home Delivery
***
I have told several truck owners about my experience, they said what, "it is not covered under warranty if the truck is in motion?"
That is EXACTLY what truck owners buy these covers is to protect cargo WHILE DRIVING!
Though we do not show any record of a warranty claim being submitted we have now opened an incident and emailed you regarding next steps for incident number #***. Any CDV claim (cover detached from vehicle) is reviewed by the manufacturer directly. Information is included in the email sent from our service department so that we can provide them the information they will need.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did call directly and the lady told me, "it is not covered while the vehicle is in motion." Once I have a resolution I will close out my complaint.
Customer has been working with a service rep on this return as the vendor approved this as of 11/11. Last interaction with customer and rep was Friday and again yesterday. The return process is underway at this time.
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the effort. At the end of the day they tried to help. I would have been way more impressed if they would allow me a refund towards a better product.
Husband ordered a tonneau cover that doesn't cover the stake pocket holes in the back side of the truck. At first was told it isn't supposed to cover them, which is wrong. Issue was sent to a Customer Loyalty Specialist and after a couple of back and forth emails and pics she reached out to the manufacturer. Was told to cut out the 10-11 digit lot code from the cover (which makes the cover useless) take a pic of the cut out code and they would send us a new cover. There is no 10-11 code on the cover. Only info on the cover is a 5 digit code and a date. We asked the Loyalty specialist if this was the correct info. 2 emails later no response. Sent a 3rd email asking for the manufacturers contact info that gave her the instructions so this issue could be resolved. Still waiting for a response. At this point, we have no faith they will get back to us with this issue. The original email was sent on Oct 2. They don't seem to want to resolve this for us. My suggestion is DON'T buy anything from this company unless you are 100% certain it will fit and you won't have to deal with customer service.
Thank you for your review. We would love the opportunity to review this issue and see exactly what happened here. If you could please provide the email address tied to the order, the sales order, or the the ticket number tied to your request one of our supervisors will reach out to you to address your concerns.
Ticket number is
Thank you. I can see the agent assigned is working directly with the manufacturer on the issue as they handle the warranty specifics. It appears we are only waiting on the cut out code from you from the product in order for the manufacturer to proceed with the replacement. A supervisor has also been assigned to review your concerns and will be contacting you to review the incident.
Actually waiting on a response on a concern. We were told they would send a replacement cover once we cut out the code on the cover. We were never told they sent us the incorrect cover so what replacement could they provide? Will we get a replacement that still doesn't fit? I don't understand why they don't just send us a pre-paid return slip and refund our money. Instead they want us to destroy a cover, and send us another one that may or may not fit???
Company sent the wrong parts and has not sent the correct parts
This complaint relates to order number:*** / Ticket request number: ***.
I ordered a cover for my truck and was sent the wrong parts that did not match the instruction manual. I submitted photos to the company showing that the parts not only didn't match the instruction manual but the parts would not fit on my truck. On 10/1/2019, Matthew Weaver wrote back to me stating "From the pictures you have sent us, clearly these are not the correct ones. You will have an agent reach out to you and get you an return label so that we can get those rails back from you and get you the correct ones for your vehicle." I was then contacted by a Roxanne C on 10/2 stating that I would receive an email with a shipping label. No such email has been received. On 10/8 I followed up with Roxanne but have yet to hear back from anyone.
I want the correct parts for the cover that I ordered.
Thank you for the inquiry. I have pulled the requested ticket and it looks as though the agent did send the email including the return label earlier today. We apologize for the delay in this information due to higher than expected volume. Please let us know if we can assist any further.
(The consumer indicated he/she DID NOT accept the response from the business.)
The message from the agent did not indicate if I was to only ship back the incorrect parts of if I need to ship back everything. Please let me know as soon as possible.
We show that the agent had been in contact with you regarding what would need to be shipped back and that FedEx has picked up the items. It also appears the new order has been placed and we are now waiting for the vendor to update you with the shipping information.
business won't allow me to return/exchange item that was ordered wrong. No response from customer service
I ordered taillights that were wrong and after numerous attempts of resolving my emails go ignored and when I call I get put on hold until I hang up. I worked with Krystal *** and Bennetha ***. On one of the few phone conversations I had I was told a return label will be sent by the end of our conversation. 3 weeks later I have an RDA label but no shipping label. This company falsely advertises world class customer service as well as free returns. It's now close to over 30 days of my order date (09/07/19) and am unlikely to get a refund of $197.07 that I'm owed.
I want a refund, I originally requested an exchange but instead I'll go to a business that cares about its customers
We have reviewed this inquiry tied to ticket ***. This was clearly a process error on our end. Upon opening the incident I can see a supervisor has already issued and emailed the return label and left a voicemail for the customer to contact her to review any additional concerns he may have.
(The consumer indicated he/she ACCEPTED the response from the business.)
On October 11, I received a full refund from Realtruck. Danielle*** apologized on behalf of the company and was quick to resolve this matter after Revdex.com complaint filed.
This seems to be a scam! No tracking info provided for online orders. The website states 24-48 hour shipping if the item is in stock. Customer service reps give conflicting info about the shipping, sometimes 5-10 business days. One week later I was told shipping would be 10-15 days. No one is able to -provide an estimated date of delivery for -products. Most online reviews were not favorable from other customers who have experienced similar problems.
We would love the opportunity to review the above noted issue however we do not show any orders tied to the above name or email address listed. If the order number, ticket number, or e-mail address linked to the order can be provided we will be happy to have a supervisor review the overall incident and reach out to the customer.
M
Thank you. We were able research the issue here. This particular item is not stocked by RealTruck and ships directly from the manufacturer. The information being conveyed back to you as the customer is what was conveyed to us directly from that vendor. The vendor has a standard lead time of 5-10 business days. As this order was submitted to them on 9/25 we would have requested an update today and communicated to you any potential delays. At this time I can see you have requested a full refund and the customer service team is in the process of completing your request and will send you an update as soon as it is finished. We apologize the order was not able to ship within an earlier time frame.
They do not disclose enough shipping info.
Improper info on shipping. Don't send any information to you after purchase. It's ridiculous that you get stuck with a hidden late fee of $145 to get your merchandise. The information on website does not give a weight., nor does it give any information of a possible gatelift needed disclaimer. When a product is 407 lbs you should know. Horrible experience with this company. No email stating information either. Better off going directly to bender rather use this company as a middle man.
I don't think I should have to pay for $145. When it was never explained for as frieght.
The customer received freight shipping information via email on 8/27 with confirmation as "opened" on the same date. The information below is noted and clearly states additional fees may be required if lift gate is needed and to contact us with any questions. The freight shipping is set up by the manufacturer and RealTruck does not have that information at the time of order and is informed once the item is in transit. The customer then received shipping confirmation on this build to order product on 9/25 and was confirmed as "opened" on the same date. First inquiry from customer was received on 9/26.
from the email:
IMPORTANT FREIGHT DELIVERY INFORMATION
Thanks again for your order! We wanted to remind you that at least one of the items in your order will be shipping freight. Here are some things you need to know about freight shipments.
Delivery Time
Most freight items will be delivered within 5-7 business days after leaving the fulfillment center.
Semi or Liftgate Truck
Freight shipments arrive via semi or liftgate truck. Most addresses are easy to access, though access issues may necessitate an alternate location. Business deliveries are also suitable.
By Appointment
The driver or delivery service will contact you to make a delivery appointment using the phone number you provided at checkout.
Inspect Before You Sign
All freight shipments must be inspected prior to accepting delivery. If damage is present in packaging or product, do not accept delivery and do not sign the delivery receipt. Return paperwork to the driver and call us immediately at 877-***.
A few more reminders to ensure a smooth delivery:
Not Eligible for Return: Freight shipments are not eligible for return. If damage is present on delivery, either in packaging or on the item itself, do not sign the bill of lading and/or delivery receipt.
You must be 18 or older to accept freight and other signature-required shipments.
Depending on the weight of the shipped item, the item may or may not arrive to you on a truck that has a liftgate, whether a standard 48-foot semi truck or a smaller box truck. If you're unsure about how your order is arriving or have any other questions related to your freight shipment, please call 877-*** to speak to a customer service representative.
Liftgate Delivery
If your shipment will arrive via liftgate truck, please be aware that the delivery driver will only be able to use the liftgate to remove the item from the truck and set it on the ground. Customers are then responsible for moving the item to its desired location. If a liftgate is needed and not requested before ordering, there may be additional fees.
Non-Liftgate Delivery
If the shipment will arrive to you via semi truck, the customer is responsible for removing the item from the truck and moving the item to its desired location.
(The consumer indicated he/she DID NOT accept the response from the business.)
They need better explanation at the purchase time. Then it would not be an issue. As middleman business they should take and have the shipping info during the process so the customer understands better. Instead of a of an email that' doesn't explain the process. Still pissed I won't do business with them again. Nor will anyone I know.
I purchased new running boards for my 2019 RAM 1500, and they were received a week ago. Upon opening them up and starting to install, both sides are damaged. I immediately reported the issue on Friday, September 20th. I still have received ZERO response to the ticket I opened. I have tried to contact them 3 times via email and phone calls over the course of the last 5 days to see if the company is going to do anything, and I keep getting the run around. They promise that I'll get a call right away, but that has been the case for the last 3 days.
ORDER #: ***
Raptor 6" OEM Running Boards
Part #: ***
Ticket Request # ***
Product_Or_Service: Raptor 6" OEM Running Boards
Order_Number:
Exchange Ship me new running boards or refund my money immediately. I will dispute the charges with my credit card company if I am not contacted by EOD Friday, September 27th.
Customer was contacted on 9/27 and new replacement order sent on 10/2. This issue has been resolved.
(The consumer indicated he/she ACCEPTED the response from the business.)
Defective product but they will not honor their return policy.
I received the cover and once I installed it and got the cover unrolled per the instructions, I noticed a small area on the cover toward the rear of the truck where something had rubbed a small hole in the cover. This was before I had it because it stayed rolled up until I installed it. I requested a replacement and they sent me new material but the process to replace the header, cross bars, etc was not reasonable. It required a lot of time, special tools and was too much for me to do, especially since the product arrived defective. When I requested to send the product back, they refused saying it was already installed. They offered a pre-paid label for me to send everything back and they would swap all the hardware over to the new material but at this point I do not wish to proceed this way. Communication is very poor with this company and you cannot speak to them directly, only a 3rd party who deals with these issues. The website clearly states this-
Free Returns for 30 Days
We also offer you free returns within 30 days of purchase with no restocking fees (some exclusions may apply, see below for details). Please give our customer service team a call to get the return started. It's easy! We'll help.
Note:
Some exclusions apply, and this does not apply to special order items. See below for details on freight returns and items that are not eligible for return.
Non-defective items that have not been installed should be returned in new condition.
My item arrived defective therefore it is not excluded by their free 30-day return policy. I am requesting a prepaid label to ship everything back along with a full refund of the purchase price.
Refund of $304.10 which was the purchase price. If the business wants the product back please provide a pre-paid return label
We are unable to research this complaint due not being able to locate a customer with that name ordering a tonneau cover and having an open case. If an email address or order number can be provided we can look into it further. In response to the notes listed any cover that is installed is not eligible for return as noted on the returns page whether there is a defect or not: Items That Are Not Returnable
Items shipped to you via freight. Give us a call if you need to clarify, 855-***.
Custom-made and/or custom-painted products, unless we're at fault. We will cover all costs associated with the return of custom-made and/or custom-painted products if:
You placed an order over the phone or chat and we sent you the wrong item.
The product you received has a manufacturer's defect.
The manufacturer sent you a product different to the one you ordered.
Items with visible wear and tear.
Items that have been installed, modified, drilled, or cut.
Items outside of the manufacturer's warranty.
Gift cards.
Items with the "non-returnable" logo.
Defect/warranty claims are handled by the manufacturers who make the items and we act on behalf of the customer to address these issues with them one the issue is brought to our attention. We will be happy to review further once the additional information is provided.
(The consumer indicated he/she DID NOT accept the response from the business.)
My name is Chris ***, ***@hotmail.com is my email address. Ticket Request # ***. Your return policy is clear on your website. The conditions you stated in your response are different than what your website says. I will copy and paste them for you here.
Free Returns for 30 Days
We also offer you free returns within 30 days of purchase with no restocking fees (some exclusions may apply, see below for details). Please give our customer service team a call to get the return started. It's easy! We'll help.
Note:
Some exclusions apply, and this does not apply to special order items. See below for details on freight returns and items that are not eligible for return.
Non-defective items that have not been installed should be returned in new condition.
Return Material Authorization (RMA) numbers are good for 30 days from the date of issue.
Returns are not accepted for special order items unless we are at fault.
ETX Soft Roll Up and Soft Tri-Fold covers are not eligible for the Gator Guarantee/Love It or Swap it policy. ETX series returns should be initiated through the online retailer they were purchased from."
My item was received with a defect which was not known until it was installed. I immediately reported it to you. I was sent out only the cover material, the instructions that you provided to swap the crossbars, header, etc over to the new material was not feasible. If you would have sent me a new cover ready to go on I would have been fine with that. Your customer service is horrible, I never receive responses in a timely manner. It has been 2 days since I have heard from your "customer service" regarding my last question. Your customer service is a call center in North Dakota while you are located in Florida. They handle many product lines and are not familiar with the products. You state all over your website that you want me the customer to be 100% satisfied. It is clear this is not genuine or you would have sent me a replacement product that didn't require hours of additional work and special tools. The cover itself is fine quality, I am upset at the very very poor customer service and lack of communication. Please just end this and refund my purchase and you can have your products back.
(The consumer indicated he/she ACCEPTED the response from the business.)
Still a shady company that I recommend you stay away from.
We apologize for the delay in being unable to locate your order immediately. Now that we have the ticket number it appears the issue is already being addressed by a supervisor and looking at how to swap the customer for a new defective quality replacement.
I placed and order for a truck rubber bedliner they shipped me the wrong one. I called they assigned me a customer service rep who has never reached out to me instead for one time just telling me she put in for a return. So I emailed and called trying to get an idea of how long it would take and she never answered or returned my calls. I had to call almost ever day bc she wouldn't just said me an email. I now finally got it picked up and I still don't have a refund like I have asked for. This has be going on for 2 weeks now no customer service no calls to
Let me know what's going on. They have my money and I have nothing right now
Contact by the Business I'd just like them to know that poor customer service should not be Tolerated
Customer contacted us on 9/7 regarding the issue with the bed mat. Our customer service department is open Monday through Friday. The assigned rep reached out to the customer on Monday 9/9 stating that the case was being addressed. A call tag was created with FedEx who stated they could pick up toward the end of the week to return the product. Customer noted they did not show up until Monday 9/16. Once the item was picked up the refund was requested which takes up to 24 hours to process. Customer was refunded on 9/17. Refund can take 2-5 business days to show based on form of payment.
(The consumer indicated he/she DID NOT accept the response from the business.)
I called again on Monday to the rep on 9/9 after I received the email bc I was informed Saturday that was being done, your customer service rep never responded to any email or phone message I had to call multiple times and speak to supervisor to get any kind of answers on what was going on. I received an email finally on Thursday stating that it will be picked up on 9-13 and again that was a lie bc it was NOT picked up again. So this whole time u didn't offer to reorder my product witch I stayed I needed by last Saturday the reason I ordered 2 weeks ahead of time. And at no time was anything being done to offer assists to a customer that obviously was upset due to ur error
Add that on top of ur customer service rep never returning a phone call or an email witch I have copy's of all of them. That's not customer service you withheld my money with out fixing the issue. That's unacceptable
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry but did you say I was sent the right product but wrong part number? So that would mean I ordered the correct one that would fit my truck and your company shipped me the wrong item.
Again what you kept ignoring the fact your business has no customer service skills, there was no Communication I called and emailed with no responses, is that how your business handles customer issues? Just ignore them and hope they go away??? Your customer service rep Karie *** NEVER returned a call or email! Why? I simple email would have gone a long way. And again I order the correct item that I need and u shipped me the wrong one. Your business showed no urgency Or care to help solve this for me. Just made me wait over a week for my money back and never contacted me I had to call and speak to supervisors to get any kind of help. Again is this how your company does business???
Customer was shipped the correct product that they had ordered online but not the part number that would fit their vehicle. We apologize for the delay with the pick-up from the carrier as we worked to resolve this. We submit the request and they pick up based on availability or drivers in their area. FedEx noted a driver exception of customer not available on 9/13 so returned on Monday 9/16 to pick up the product. The scan notification was received end of day Monday and refund was processed during business hours on Tuesday. Confirmation of refund processed was also supplied to the customer.
I have a defective cover that will not tighten down and company will not take return.
Order number is# ***. I purchased a tonneau cover and the cover will not tighten down. Company tried to walk me through getting it right and it still wont work. Called this morning, 9/9/19, to get an RMA to send it back and look to possible replace with something else... Company will not send back without photos after I have already packaged the cover back up in the original packaging.
I just want the company to send me an RMA and a refund of my purchase. I was originally looking to buy a different product from this company but now I do not even want to do that.
These items have a 60 day Gator guarantee where if a customer does not like the product they are eligible to swap it for another Gator product. Once a product is installed it is not re-sellable therefore not returnable for a refund. As we do not build these products but ship them directly from the manufacturer they require a photo of the issue to document the case. The customer is noted as unwilling to provide any photo so therefore we were unable to proceed. If photos would have been provided as requested we would have already swapped the customer into another cover by this time. We are still willing to do if photos can be provided.
Ordered Ranch Tonneau cover, July 20, 2019 - for 2016 Chevy Colorado. Took one month to finally arrive in freight to my doorstep. Frame was completely misaligned/attached to fiberglass top - 3" cosmetic differential on one side from exterior, additionally resulting in one side of mounting frame not sitting on top of truck's bedframe (interior) - thereby not being able to be fastened securely with clamps on one entire side. Have spoken to three "specialists" over the course of two months, have sent pictures w/measuring tape displaying the defect, and even took truck to local authorized Ranch dealer whom also spoke with Real Truck on my behalf and attested to defect. Real Truck stopped returning my phone calls, and stopped responding to my emails/ticket. Last we spoke, the blamed Ranch (manufacturer). I explained that's not my problem, at the end of the day Real Truck is party who took my money when purchased, and my business was with Real Truck, who despite what manufacturer may or may not say - business ethics dictates they have to step in and honor the transaction to the end, in this case - honor a return on a defective item. Have pictures to prove it, email threads, and testimony from local AUTHORIZED RANCH dealer - who will go on record.
Product_Or_Service: Ranch Legacy Tonneau Cover
Order_Number: *** (Ticket)
Refund Real Truck needs to arrange freight courier to pick up item from home address (initial delivery location). Real Truck to absorb cost of return shipping (in lieu of cosmetically, and more importantly - structurally, defective item). Real Truck to issue FULL refund as soon as possible.
The standard shipping time on orders that ship directly from the manufacturer is typically 4 weeks due to the type of cover they make. We have the agent and supervisor working directly with the manufacturer and have referenced the name of the dealer stating the confirmation of defect in our requests to the manufacturer. The manufacturer is the sole party who who can issue the return merchandise authorization and that is what is being requested at this time.
(The consumer indicated he/she DID NOT accept the response from the business.)
Case resolved. Real Truck issued me credit/refund for defective item.