Thule, Inc.

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
Sincerely,
*** ***

We will replace the unit under warranty. A representative will work directly with the consumer to resolve

Can you have the customer provide the order # and also the settlement that is acceptable
Regards,
John

Can you have the customer provide the order # and also the settlement that is acceptable. Regards,John

This case has been resolved and customer has been sent a replacement rack. I am unable to respond to the case in the email you sent to me.Thanks,John W***

Complaint: ***
I am rejecting this response because:
11pt">Thule *** order #***
I indicated misleading ordering information on Thule website And questioned being out of pocket shipping both to me and back This is not right Your associate indicated reimbursement for shipping once the returned item was received,and then once confirmed returned said I have to open a case with your shipping company for possible reimbursement
Item was confirmed returned today
Please advise on shipping reimbursement.
Thank you.
Note: I did buy a full kit from a local provider (rack attack) Appreciate your service and product
***
** *** ** *** ** *** *** *** *** *** ***
Hello ** ***,
We noticed that you want to return the item that you ordered. Simply send it back to the address listed on the packing slipOnce we receive it, we will issue the reimbursement
If you have any other questions, feel free to contact me
Regards,
Alexandre R***
***
*** ***
***
***
Sincerely,
*** ***

I called Thule asking for technical assistance in installing a 54" track system. The rep who answered the phone said that was beyond her knowledge and that her senior rep would call back soon. I left my phone number expecting a call back.
The next day I called again, asking for some additional technical information regarding load bar specifications, and basically got the same response...a senior rep would return my call.
I am still waiting for a Thule rep to contact me. I'm hoping their products are better than their customer service.

Hi:
 
We have reached out to the customer and settled dispute, should be all set.
 
thanks,
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thule has agreed to pay for customers return shipping charge.  This has been communicated to the customer.  Thule would now consider this case resolved.

Complaint: [redacted]
I am rejecting this response because:
Thule [redacted] order #[redacted] I indicated misleading ordering information on Thule website.  And questioned being out of...

pocket shipping both to me and back.  This is not right.  Your associate indicated reimbursement for shipping once the returned item was received,and then once confirmed returned said I have to open a case with your shipping company for possible reimbursement.   Item was confirmed returned today.   Please advise on shipping reimbursement.  Thank you.  Note:  I did buy a full kit from a local provider (rack attack).  Appreciate your service and product.   [redacted]Hello [redacted], We noticed that you want to return the item that you ordered.  Simply send it back to the address listed on the packing slip.Once we receive it, we will issue the reimbursement. If you have any other questions, feel free to contact me. Regards, Alexandre R[redacted] 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted] I will have the property claims manager Laurence M[redacted] reach out to you ASAP to discuss the claim.  If you have a case number please let me know what that is. Regards, John W[redacted]Manager of Customer ServiceThule Group Inc.[redacted]...

[redacted]

Thule will contact customer and work it it out, we will replace the product in question to settle dispute.

The complaint filed by me against the Thule Inc. company has not been resolved. Please re-open this complaint because the company has not responded to me. Thank you [redacted]

Very dissatisfied with order fulfilling by Thule.

2 of 5 items ordered online were never delivered. Contacted Kibo customer support; they never responded and even closed the support ticket after a few days, with no resolution. Neither a refund nor the parts arriving! It has now been a month since the order, with no resolution in sight.

Re Thule order #25800264:
I received only 3 out of 5 items ordered. The following 2 items are missing:
Axle Mounted Hitch Cup - Main Body (Part #: 50103033)
Cycling Flag - Thule Logo (Part #: 50191802)

I ordered a glide 2 stroller after 2 weeks of not receiving it I gave thule a call I had to call 2 other companies to track down my package where they said that they needed to do a verification of my payment even though they had already withdrew $679.45 after the verification they then withdrew an additional 730.09 out of my account I didn't realize until I went to track the package and looked a the charges on my account and saw it there would also be an additional shipping time of 11 plus days I am mobilizing for a deployment and will be leaving home on Monday so I called thule they had me speak with kibo who I told I wanted both my charges back and to cancel my order not to mention every time I call either company I have to wait an hour before I get to a representative ok so they say they will give me a refund I check my bank account 2 days later (today) and they withdrew an additional 730.09 so that is a total of 2,139.63 so not only will I have to leave my children without their stroller but a lot more things will be unsettled financially because of what thule has done, this is my last time trying to reach out because I have made calls to no avail I regret ever giving my account information to such a careless, dishonest company I definitely will be getting my lawyer involved if this is not settled immediately, in that case it can be settled in court thank you thule for making my deployment much more difficult than it already is WORST COMPANY EVER !

Review: Receiving very poor customer support from Thule. Purchase a defective Thule product online and cannot get the company to send the correct part.

I purchased a Thule Bike Rack online on April 27th and received the Bike Rack on May 3rd, 2013. I tried to install the Bike Rack on my vehicle and noticed that it has the wrong strap so it does not hook into my trunk correctly. Without the correct strap the Bike Rack is not secure.

I decided to send in a support ticket to Thule to get the defective part replaced, so I opened a ticket on May 5th, 2013. They responded back the next day asking for my address, a photo of the defective product, etc. I responded back with all the information that was requested from me the same day (on May 6th). Then I never heard anything from you support team. I then followed up on May 10th and May 16th and heard nothing from them. I then opened another ticket on May 21 and all the Thule Support Representative and all they said was they did reply back to my original ticket, nothing about resolving the issue of the defective product I purchased.

I created a 3rd ticket on May 26th, 2013 and I am still waiting to hear back from them. Desired Settlement: Looking for a replacement part so I can actually use the Bike Rack I purchased.

The defective part # is XXX-XXXX-XX

Business

Response:

Business Response /* (1000, 5, 2013/06/06) */

Contact Name and Title: John Wohlford Mgr Cust Sr

Contact Phone: XXX XXX XXXX

Contact Email: [redacted]@thule.com

Sorry for the inconvenience you suffered. The replacement part is on the way and you should have it in a week or so. The order # is XXXXXXX.

Thanks,

Thule Customer Service

Review: I ordered a single 480-R foot from Thule in the first week of March. I was told the part would be shipped later that day,would take 7 days to arrive and that I could check back in a day or two to get a tracking number. I called two days later and was told the part hadn't been shipped. When I called the following week, I was told the same thing. I waited a few more days, then called back and was told the same thing AGAIN. At this point, I had already waited over seven days, so I spoke with a supervisor, Zack, about updating my shipping to One Day service instead. He said he would have to get back to me. He didn't, so I called the next day. He told me he could, and that it would be no charge. I called the next day to get a tracking number and was told the part hadn't been shipped yet. The following week, I played telephone tag with another rep, Melissa, who was eventually able to get me a tracking number. By this time, I had been waiting for the part for nearly three weeks. But the next day, when I checked the tracking # she gave me, there was no information available. I checked again the next day and had the same issue. By this point I was fed up with Thule, so I ordered a foot through ORSdirect.com and received the part from them the following day. Then, I called Thule to cancel my order. The only problem was, THAT'S when they shipped the part out to me (and charged me $62.00, which meant I paid $45.00 for the part PLUS the cost for next day shipping when they said the shipping would be free.) I received the foot I ordered from them on April 2nd. I refused the package, and monitored the part's journey from Rochester NH to Seymour, CT via UPS. On April 4th I called Thule to ask where my refund was. They said that, according to their shipping #, the part was still in Dover. I gave them the alternate # and they agreed the part was in the warehouse. A week ago, I called and had to give them the same information. It's now May 3rd, and I have been waiting for my refund for a month.

Product_Or_Service: Thule Rapid Traverse foot

Desired Settlement: DesiredSettlementID: Refund

All I really want is my $62.00 back. I have called and spoken with Melissa from Thule's customer service department repeatedly about this, and have basically been brushed off every time I call. I'm treated like a nuisance, and that's frustrating. I want my problems with this company to be made public because, while Thule designs and manufactures some great products, their customer service department is truly lacking in their ability to actually serve the customers who purchase these products.

Review: Purchased Xsporter pro rack, hydro-glide and Set to go. The bolts included in the latter two items are too short and hence not possible to install.

Purchased Xsporter pro 500, hydro-glide, and Set to go the week of July 10. All are Thule products. The hardware included in the latter two items are 20 mm too short to attach the items to the bars and make them unusable. There is nothing that indicates additional hardware is needed. Unable to purchase the needed bolts aftermarket as they are not available locally.

Thule 'customer service' stated that an adapter is needed, despite all the items being Thule. I asked they be sent, to me, an was told I must purchase them. Thule should include the appropriate hardware and not scam customers. The Thule representative was rude, sarcastic, and incredibly insensitive and unhelpful.Desired Settlement: The needed parts (8 6M 80 mm carriage bolts) and an apology for being dishonest, and being treated so rudely.

Business

Response:

Business Response /* (1000, 5, 2013/07/19) */

Hello:

I do apologize that your issue was not resolved in a desirable manner. I have entered an order for you to receive the adapters you need to install your Thule Water sport products at no charge. The order # is XXXXXXX. Feel free to contact me directly if you require any additional help.

Regards.

John Wohlford

XXX XXX XXXX