RealTruck Customer Dis-Service
#1
01-29-2020, 01:15 PM
RealTruck Customer Dis-Service
Well I just got burned by RealTruck.com.
TLDR: RealTruck.com doesn't have the customer service staff to answer calls or process returns, doesn't care about you and won't take care of you after the purchase.
Bought seat covers last month. Fit and finish weren't what I expected for the price point so I went on the website to initiate a return. Website says step 1 is to call and get a return authorization.
Well, I called and went through the phone tree and got put on hold... hour goes by.... nothing. So call back the next day, another hour wait. Then a third time later that week, another hour wait, nobody ever picks up.
I got busy and forgot about it for the next few weeks, then saw the box under my desk one night so I decided to try emailing them. A week goes by, no response.
So at this point I'm thinking what the H#LL is going on with this company? And I start to make a post to this forum seeing if anybody has done business with them or what and to report the issues I'm having to the community to be aware, but decide I should try calling one last time, but this time instead of choosing the phone tree option "existing orders" I choose "make a new order" and lo-and-behold a real person answers on the first ring! WOW!. Person passes me on to returns who gets a case started and says so-and-so will contact you to get this going.
Well the return gets denied because it's now outside the minimum return time, can't even get store credit. I explained how they had dropped the ball on fielding my 3 phone calls, as well as never returning my email, but they could care less. Tough luck basically. They gave me a bunch of excuses how December is really busy and they were short staffed and that's why they never answered the phone or returned my email. They say that the manufacturer won't accept the item back so there's nothing they can do.
I understand some places have a business model where they are basically middle men to the manufacturer, serving as a pass through for goods and adding their cut to operate a website and make some money, but for them to take absolutely zero responsibility for customer service is beyond me. I was under the impression that I was doing business with RealTruck but apparently they view themselves as a helpless go-between with no responsibility in my purchase. I just did a quick google search and apparently this is their MO, they fulfill the order to get their $$ but if there's an issue they leave you high and dry. I won't ever buy from them again. BUYER BEWARE!
TLDR: RealTruck.com doesn't have the customer service staff to answer calls or process returns, doesn't care about you and won't take care of you after the purchase.
Bought seat covers last month. Fit and finish weren't what I expected for the price point so I went on the website to initiate a return. Website says step 1 is to call and get a return authorization.
Well, I called and went through the phone tree and got put on hold... hour goes by.... nothing. So call back the next day, another hour wait. Then a third time later that week, another hour wait, nobody ever picks up.
I got busy and forgot about it for the next few weeks, then saw the box under my desk one night so I decided to try emailing them. A week goes by, no response.
So at this point I'm thinking what the H#LL is going on with this company? And I start to make a post to this forum seeing if anybody has done business with them or what and to report the issues I'm having to the community to be aware, but decide I should try calling one last time, but this time instead of choosing the phone tree option "existing orders" I choose "make a new order" and lo-and-behold a real person answers on the first ring! WOW!. Person passes me on to returns who gets a case started and says so-and-so will contact you to get this going.
Well the return gets denied because it's now outside the minimum return time, can't even get store credit. I explained how they had dropped the ball on fielding my 3 phone calls, as well as never returning my email, but they could care less. Tough luck basically. They gave me a bunch of excuses how December is really busy and they were short staffed and that's why they never answered the phone or returned my email. They say that the manufacturer won't accept the item back so there's nothing they can do.
I understand some places have a business model where they are basically middle men to the manufacturer, serving as a pass through for goods and adding their cut to operate a website and make some money, but for them to take absolutely zero responsibility for customer service is beyond me. I was under the impression that I was doing business with RealTruck but apparently they view themselves as a helpless go-between with no responsibility in my purchase. I just did a quick google search and apparently this is their MO, they fulfill the order to get their $$ but if there's an issue they leave you high and dry. I won't ever buy from them again. BUYER BEWARE!
#2
01-29-2020, 01:37 PM
I ordered an exhaust tip from them. 7 days went by with no shipping notification so I called them. Lady put me on hold and came back 6-7 min later. She had called the manufacturer and found out that they were on a 4 week backorder. Offered to refund me the money, help me pick out another product or I could wait. Super nice and helpful. Next day I got an email from an "order fulfillment specialist" following up to make sure I was satisfied with the way my issue was handled. It was from a person, not an auto-generated email. I respond to it and he replied a couple hours later thanking me and told me to feel free to reach out to him if I have any other issues.
tldr: they went further than they needed to in order to make me happy.
Sorry your experience was crap. That sucks
tldr: they went further than they needed to in order to make me happy.
Sorry your experience was crap. That sucks
#3
01-29-2020, 01:44 PM
Tuned
Well I just got burned by RealTruck.com.
TLDR: RealTruck.com doesn't have the customer service staff to answer calls or process returns, doesn't care about you and won't take care of you after the purchase.
Bought seat covers last month. Fit and finish weren't what I expected for the price point so I went on the website to initiate a return. Website says step 1 is to call and get a return authorization.
Well, I called and went through the phone tree and got put on hold... hour goes by.... nothing. So call back the next day, another hour wait. Then a third time later that week, another hour wait, nobody ever picks up.
I got busy and forgot about it for the next few weeks, then saw the box under my desk one night so I decided to try emailing them. A week goes by, no response.
So at this point I'm thinking what the H#LL is going on with this company? And I start to make a post to this forum seeing if anybody has done business with them or what and to report the issues I'm having to the community to be aware, but decide I should try calling one last time, but this time instead of choosing the phone tree option "existing orders" I choose "make a new order" and lo-and-behold a real person answers on the first ring! WOW!. Person passes me on to returns who gets a case started and says so-and-so will contact you to get this going.
Well the return gets denied because it's now outside the minimum return time, can't even get store credit. I explained how they had dropped the ball on fielding my 3 phone calls, as well as never returning my email, but they could care less. Tough luck basically. They gave me a bunch of excuses how December is really busy and they were short staffed and that's why they never answered the phone or returned my email. They say that the manufacturer won't accept the item back so there's nothing they can do.
I understand some places have a business model where they are basically middle men to the manufacturer, serving as a pass through for goods and adding their cut to operate a website and make some money, but for them to take absolutely zero responsibility for customer service is beyond me. I was under the impression that I was doing business with RealTruck but apparently they view themselves as a helpless go-between with no responsibility in my purchase. I just did a quick google search and apparently this is their MO, they fulfill the order to get their $$ but if there's an issue they leave you high and dry. I won't ever buy from them again. BUYER BEWARE!
TLDR: RealTruck.com doesn't have the customer service staff to answer calls or process returns, doesn't care about you and won't take care of you after the purchase.
Bought seat covers last month. Fit and finish weren't what I expected for the price point so I went on the website to initiate a return. Website says step 1 is to call and get a return authorization.
Well, I called and went through the phone tree and got put on hold... hour goes by.... nothing. So call back the next day, another hour wait. Then a third time later that week, another hour wait, nobody ever picks up.
I got busy and forgot about it for the next few weeks, then saw the box under my desk one night so I decided to try emailing them. A week goes by, no response.
So at this point I'm thinking what the H#LL is going on with this company? And I start to make a post to this forum seeing if anybody has done business with them or what and to report the issues I'm having to the community to be aware, but decide I should try calling one last time, but this time instead of choosing the phone tree option "existing orders" I choose "make a new order" and lo-and-behold a real person answers on the first ring! WOW!. Person passes me on to returns who gets a case started and says so-and-so will contact you to get this going.
Well the return gets denied because it's now outside the minimum return time, can't even get store credit. I explained how they had dropped the ball on fielding my 3 phone calls, as well as never returning my email, but they could care less. Tough luck basically. They gave me a bunch of excuses how December is really busy and they were short staffed and that's why they never answered the phone or returned my email. They say that the manufacturer won't accept the item back so there's nothing they can do.
I understand some places have a business model where they are basically middle men to the manufacturer, serving as a pass through for goods and adding their cut to operate a website and make some money, but for them to take absolutely zero responsibility for customer service is beyond me. I was under the impression that I was doing business with RealTruck but apparently they view themselves as a helpless go-between with no responsibility in my purchase. I just did a quick google search and apparently this is their MO, they fulfill the order to get their $$ but if there's an issue they leave you high and dry. I won't ever buy from them again. BUYER BEWARE!
#4
01-29-2020, 01:51 PM
Well I just got burned by RealTruck.com.
TLDR: RealTruck.com doesn't have the customer service staff to answer calls or process returns, doesn't care about you and won't take care of you after the purchase.
Bought seat covers last month. Fit and finish weren't what I expected for the price point so I went on the website to initiate a return. Website says step 1 is to call and get a return authorization.
Well, I called and went through the phone tree and got put on hold... hour goes by.... nothing. So call back the next day, another hour wait. Then a third time later that week, another hour wait, nobody ever picks up.
I got busy and forgot about it for the next few weeks, then saw the box under my desk one night so I decided to try emailing them. A week goes by, no response.
So at this point I'm thinking what the H#LL is going on with this company? And I start to make a post to this forum seeing if anybody has done business with them or what and to report the issues I'm having to the community to be aware, but decide I should try calling one last time, but this time instead of choosing the phone tree option "existing orders" I choose "make a new order" and lo-and-behold a real person answers on the first ring! WOW!. Person passes me on to returns who gets a case started and says so-and-so will contact you to get this going.
Well the return gets denied because it's now outside the minimum return time, can't even get store credit. I explained how they had dropped the ball on fielding my 3 phone calls, as well as never returning my email, but they could care less. Tough luck basically. They gave me a bunch of excuses how December is really busy and they were short staffed and that's why they never answered the phone or returned my email. They say that the manufacturer won't accept the item back so there's nothing they can do.
I understand some places have a business model where they are basically middle men to the manufacturer, serving as a pass through for goods and adding their cut to operate a website and make some money, but for them to take absolutely zero responsibility for customer service is beyond me. I was under the impression that I was doing business with RealTruck but apparently they view themselves as a helpless go-between with no responsibility in my purchase. I just did a quick google search and apparently this is their MO, they fulfill the order to get their $$ but if there's an issue they leave you high and dry. I won't ever buy from them again. BUYER BEWARE!
TLDR: RealTruck.com doesn't have the customer service staff to answer calls or process returns, doesn't care about you and won't take care of you after the purchase.
Bought seat covers last month. Fit and finish weren't what I expected for the price point so I went on the website to initiate a return. Website says step 1 is to call and get a return authorization.
Well, I called and went through the phone tree and got put on hold... hour goes by.... nothing. So call back the next day, another hour wait. Then a third time later that week, another hour wait, nobody ever picks up.
I got busy and forgot about it for the next few weeks, then saw the box under my desk one night so I decided to try emailing them. A week goes by, no response.
So at this point I'm thinking what the H#LL is going on with this company? And I start to make a post to this forum seeing if anybody has done business with them or what and to report the issues I'm having to the community to be aware, but decide I should try calling one last time, but this time instead of choosing the phone tree option "existing orders" I choose "make a new order" and lo-and-behold a real person answers on the first ring! WOW!. Person passes me on to returns who gets a case started and says so-and-so will contact you to get this going.
Well the return gets denied because it's now outside the minimum return time, can't even get store credit. I explained how they had dropped the ball on fielding my 3 phone calls, as well as never returning my email, but they could care less. Tough luck basically. They gave me a bunch of excuses how December is really busy and they were short staffed and that's why they never answered the phone or returned my email. They say that the manufacturer won't accept the item back so there's nothing they can do.
I understand some places have a business model where they are basically middle men to the manufacturer, serving as a pass through for goods and adding their cut to operate a website and make some money, but for them to take absolutely zero responsibility for customer service is beyond me. I was under the impression that I was doing business with RealTruck but apparently they view themselves as a helpless go-between with no responsibility in my purchase. I just did a quick google search and apparently this is their MO, they fulfill the order to get their $$ but if there's an issue they leave you high and dry. I won't ever buy from them again. BUYER BEWARE!
Yeah we dropped the ball so you are screwed? Perfect biz model for alienating your customers.
I would keep calling and giving them hell and keep sending them emails showing the time stamp on the original email that i suspect was within the return time period.
It would be like returning and item at a store with a 30 day return policy and making you stand in line for 31 days just to say sorry, over the return time period.
#5
01-29-2020, 02:10 PM
I will never buy from them again, had an awful experience when ordering my brush guard (happy with the item, not with the company). Item was back ordered, AFTER I called to verify they had it in stock. 40 days later it shipped via FedEx. Delivery date came and went, no package, no FedEx tracking update. Called FedEx, they said they never received a package, called RT they said they shipped it. After a week of calling customer service they finally "found" the package in CA. When originally it was shipped from the east coast to the east coast. Package finally arrived about 2 months after I was told I would have received when I called to verify stock. It was packaged horribly and took a beating in transit, (somewhat FedEx's fault but if packed properly it wouldn't have been an issue). With all that said, they didn't once apologize for misinforming (lying?) about the product in stock, never offered to overnight it once it was in stock, no compensation at all. Not the way a company should be run. FWIW, Husky (floor liners) and Chewy (pet company) have hands down the best service I have ever received and have earned my business for life.
#6
01-29-2020, 03:14 PM
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#7
01-29-2020, 03:44 PM
Like Brian stated, I am really surprised, actually shocked - I've been doing business with them for years and have always had excellent results and great customer service. As a matter of fact, the last order was a steering wheel cover for my new F-450 and I actually ordered the wrong size (too small). I called to order the larger size and send it back and they told me the manufacturer wouldn't accept it back but they'd give me the new one anyway - just toss the old one! I gave it to my Brother-in-Law. It fit his Ford Ranger! Sorry you got that kind of treatment from them - I'll have to keep my eyes open and see what's up!!!
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#8
01-29-2020, 06:23 PM
Different vendor, but same MO. Took my money, but no follow up. When I finally got a hold of them, it was on back order and no
idea when it might be shipped. I ultimately got a refund
Second time, (I know, what an idiot) same thing, took my money but never shipped item. When I called I was told the manufacturer
didn't make that product for my truck (RV tailgate). I'll never do business with them again. (it was Carid). At least I got my money
refunded.
idea when it might be shipped. I ultimately got a refund
Second time, (I know, what an idiot) same thing, took my money but never shipped item. When I called I was told the manufacturer
didn't make that product for my truck (RV tailgate). I'll never do business with them again. (it was Carid). At least I got my money
refunded.
#9
01-29-2020, 06:42 PM
I bought a bed cover, some rhino bars, and fender flares in November from them. I had a similar experience you did regarding calling for RMA, but I had emailed them so I would not have a problem because I had a trail. They responded to the emails after a day and they also always answered if you wanted to place a NEW order...I ended up keeping my merchandise (Cheaper than returning and starting new because of sales) and the best way I could communicate was to email them. They even called me from an email I had sent them and I was satisfied. They did not answer the phone for returns/RMAs.... I think they had 1 or 2 people to do return work and you go into the queue so calling did not seem to work.
To be fair I ordered the bed cover from 4wheel parts first and after 18 days they had taken my money, but never placed the order even after I called them 4 times to get a status. I had to go in to get them to cancel and refund it. They still wanted to order it after 4 phone calls and no action. I then bought from Realtruck because of black friday sales. Everybody has a bad day now and then I guess, but it should not be every day. I tried a local shop and got less service than online so in person does not seem to make much of a difference but at least you can harass them more. Every truck shop I have tried near me has been this way to some extent except for line-x who was quick and responsive every time, but they don't carry everything I want.
Better luck next time.
To be fair I ordered the bed cover from 4wheel parts first and after 18 days they had taken my money, but never placed the order even after I called them 4 times to get a status. I had to go in to get them to cancel and refund it. They still wanted to order it after 4 phone calls and no action. I then bought from Realtruck because of black friday sales. Everybody has a bad day now and then I guess, but it should not be every day. I tried a local shop and got less service than online so in person does not seem to make much of a difference but at least you can harass them more. Every truck shop I have tried near me has been this way to some extent except for line-x who was quick and responsive every time, but they don't carry everything I want.
Better luck next time.
#10
01-29-2020, 06:44 PM
This. I was planning to spend the whole refund on floor liners instead. They could have done something to make it right but dude couldn't care less.
#11
01-29-2020, 06:50 PM
#12
01-29-2020, 07:09 PM
#13
01-29-2020, 10:45 PM
^this
The first thing the credit card company will do is ask if you tried to contact the merchant and resolve. If you tried to contact the merchant and was unable to, or made contact but did not reach a satisfactory agreement, then its time to proceed with the credit card company.
I find that American Express has an excellent dispute resolution service. Hope you're able to get this sorted out.
The first thing the credit card company will do is ask if you tried to contact the merchant and resolve. If you tried to contact the merchant and was unable to, or made contact but did not reach a satisfactory agreement, then its time to proceed with the credit card company.
I find that American Express has an excellent dispute resolution service. Hope you're able to get this sorted out.
#14
01-29-2020, 11:13 PM
#15
01-30-2020, 09:35 PM
I was also just seconds away from ordering a $1699 bed cover from them. For some reason, I decided to do a couple of checks on them. Nothing but bad reports, similar to the above. I deciided to go with my local Sticks-N-Bricks store, and couldn’t be happier. Great service, great install, and he was grateful that I’d given him the opportunity to show what he could do. He has a customer for a long time, at this point.
Real Truck, going by several internet names, appears to be a “take your money and never look back” kind of operation. Offering low prices, to make you think that you’re getting a great deal, but prices so low that they can’t afford to take care of the customer if there is an issue. Not for me. Check out their Better Business Bureau records. You’ll probably be shocked, as I was.
Real Truck, going by several internet names, appears to be a “take your money and never look back” kind of operation. Offering low prices, to make you think that you’re getting a great deal, but prices so low that they can’t afford to take care of the customer if there is an issue. Not for me. Check out their Better Business Bureau records. You’ll probably be shocked, as I was.