I'm sorry I hadn't found the Ripoff Report BEFORE ordering from Truck Add Ons. It would've saved me a lot of time, trouble, and expense.
I ordered a Truxedo combination toolbox/tonneau cover from them in January. I found the item online, but ordered by phone for their "lowest possible price". The price was great, and I ordered right away.
We waited 3 weeks for delivery and when it got here it was for the wrong truck! Figuring it would be an easy exchange, I called their customer service department to explain the problem. The woman I spoke with first listened to my complaint, put me on hold, and then came back on line to tell me that she spoke with the salesman and his order says that I ordered for an F150. When I replied that we have an F350 and there's no way that I'd order for a 150, I was told again that the salesman said I did.
I asked to speak with a manager. I was transferred to "Randy". I have never, EVER been treated so callously by someone calling themselves a customer service manager. All I wanted was reassurance that the item would be replaced with the correct one, and that I wouldn't have to pay shipping. I was told that I had to fill out a form online before anything could be done. I had already done that, but wanted reassurance that I wouldn't have to pay shipping for their mistake. He said I'd have to talk to the returns manager for that. When I asked to be transfered I was sent to voicemail.
I waited 24 hours before calling again. Again, straight to voicemail.
I called the main 800 number again and asked who was in charge. I was told that was "Larry", but he's probably in Florida. At this point, I told them fine, I'd call my credit card company to dispute the charge. I was told that if I did that, they had no reason to help me further. UNBELIEVABLE!!
Four days later, I finally received an email from the return manager with approval to return the item at their cost. I had it ready and returned it the next day.
It is now 3 weeks later and I've yet to receive a refund for the item. When I called today to follow up I was told that the woman who was the returns manager no longer worked there. I was transferred to the new returns manager who turned out to be the obnoxious "Randy" that I spoke with a month ago. Of course my call went straight to voicemail....
I've gone ahead and put in a dispute notice with my credit card company. I've even called Truxedo to let them know what kind of company they've got selling their product.
By the way- when I returned the original cover/toolbox, I was asked if I wanted them to reorder the correct one. I was told I'd have to wait 4 weeks for it due to Truxedo's backlog. I told them no, I'd order it elsewhere.
To summarize: This is not a quality company. I suppose if I'd ordered online it might have been possible for me to order the wrong cover but I spoke directly with them. When a company blames their customers for their own mistakes they don't deserve to stay in business long.
Please give your business to a company that deserves it. Truck Add Ons doesn't.
3 Updates & Rebuttals
DC
Chicago,Illinois,
United States of America
Finally, a resolution!
#4Author of original report
Tue, March 23, 2010
TruckAddons did issue a refund shortly after they replied to this report. HOWEVER, they deducted a 20% restocking charge! (Remember, it was their mistake in the first place!) I just received notice from American Express that they have convinced the company to refund the full amount and the credit was issued to my credit card.
DC
Chicago,Illinois,
United States of America
Yes, obnoxious.
#4Author of original report
Fri, March 05, 2010
I've wasted enough of my time and energy on this problem and am letting American Express handle the issue.
Obnoxious Randy
Lexington,Kentucky,
United States of America
... and now the truth.
#4UPDATE Employee
Fri, March 05, 2010
Hello All, I am the "obnoxious Randy" I will tell you this story from my point of view.
This customer placed an order with my company on January 28th. I'm looking at a copy of that order now. It was placed with a gentleman by the name of Dave who has been in this industry for 25 years, and I've worked with him for 15 yrs. The order was for a specialty cover/toolbox made by Truxedo. The order is noted to have a 3 week delay from the manufacturer because of the nature of the product (they have to make it) Now the funny thing is, it actually delivered in 9 business days, well with-in our policy of "7-10 business days" Here are the tracking numbers for the non-believers. 332813264044026 and 332813264044033
Delivered on Wednesday Feb 10th, customer filed return on Thursday Feb 11th in the afternoon. Normal procedure would be for Stephanie to review the case and contact the customer within 48 hrs. Well that wasn't quick enough, because he talked to me on Friday morning. I tried to explain our policy, told the customer what the invoice said in regards to vehicle information. Dave has F150 noted, customer says they have an F350. I was not in returns at this time, explained to the customer that they would have to wait for Stephanie's response. Customers have a tendancy to think you are rude or "obnoxious, when you don't tell them what they want to hear. Sorry
Stephanie didn't work weekends. She emailed the customer on Monday morning. She issued call tags. The parts were picked up on Feb 16th and delivered to our warehouse on Feb 22nd Return tracking numbers: (for those who still don't believe) 997085500015089 and 997085500015089.
This is where there was an unfortunate delay occurred. Stephanie is no longer with the company, and I have taken over returns as of March 1st. There was an understandable back log. One of the first areas I attacked was the product returned to the warehouse, and one of the many returns was this Truxedo Specialty box. The customer was refunded on March 3rd, and believe it or not before I read this report.
I work for a reputable company and work very diligently at my new position. We would have been more than happy to resolve the situation with the customer, but they never gave us the chance. Any questions feel free to contact me 1-800-521-0401
Thank you,
Randy
Returns Manager for www.truckaddons.com