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Greetings Bronco6G,
I placed an order with TrailRax back on November 18th with the holiday sales. The website said to expect 2-4 weeks additional lead times. No problem, I'm not in a hurry to get stuff, so I can wait. I ordered the following:
- Free returns and package protection (yes, this costs extra)
- Alu Cab Table
- TrailRax TableSlie - TRMR Rack or similar mounting kit
- Modular Roof Rack For the Ford Bronco 4-Door - 40" light bar cut out deflector / With Pak Rax
- Bronco 270 Awning Kit
+ Just over $400 for shipping
Okay, 2-4 weeks additional lead time, no problem. Well, come December 30th, that's 6 weeks after my order, I've not heard anything from them. So, I reach out to them via the chat on the website to ask about the state of the order. Because of my schedule, I'm never able to send a message until after hours and have to wait until the next day to get a response which is essentially just saying it's delayed but should be ready to ship in about 2 weeks - which would put it at 8 weeks after the order even though the website at the time still says just to expect an additional 2-4 weeks.
Well, that's kind of a bummer, but so be it. I do message back just confirming the timeline and voicing my disappointment in the lack of communication or updates or anything from them. They confirm that yes, they're expecting it to be another 2 weeks still but because there is no ETA on the table that they can split up the order and send what's available now. Honestly, I'm a little confused - is it 2 weeks out or no ETA? Either way, I say I don't need to wait on the table for everything else to ship, so feel free to send everything else now and the table later. They reply saying they'll ship "the in-stock items now and the table when it becomes available". Cool, that sounds like it's just the table that is delayed; still don't know if it's 2 weeks out or no ETA though.
January 6th I get an e-mail saying my order has shipped, great! Looking over the emails it says everything has shipped except the table. it shows up late last night (January 8th) and I'm excited, looking forward to getting this thing installed.
Today (January 9th), I go open everything up and do an inventory of what's arrived or not. Based on the prior communication on the chat and the emails I got I'm expecting everything to be there except the table, but it turns out the Pak Rax didn't show up either! No communication about that, just didn't show up. Was this expected? Are they 2 weeks delayed? Or was the order messed up and shipped without them? Who knows! I sure don't, because Trail Rax customer service doesn't really communicate much unless I'm pulling information from them, and even then the information they share isn't very good. Well, I've sent them another message. As mentioned before though, due to my schedule, I won't hear back from them until tomorrow at the earliest and maybe not until Monday because of the weekend.
At this point I'm very disappointed and getting frustrated. As I said at the start of this post, I'm not in a hurry to get anything - but please, just keep me informed. Do a better job at communicating. I shouldn't have to be reaching out 6 weeks after the order to find out what's going on; that could be proactively communicated. I shouldn't be left here wondering if my order was messed up or if things are still delayed/on back-order; that could be clearly communicated.
In summary, TrailRax customer service, please do a better job.
Thanks for listening to my rant,
-Ray
I placed an order with TrailRax back on November 18th with the holiday sales. The website said to expect 2-4 weeks additional lead times. No problem, I'm not in a hurry to get stuff, so I can wait. I ordered the following:
- Free returns and package protection (yes, this costs extra)
- Alu Cab Table
- TrailRax TableSlie - TRMR Rack or similar mounting kit
- Modular Roof Rack For the Ford Bronco 4-Door - 40" light bar cut out deflector / With Pak Rax
- Bronco 270 Awning Kit
+ Just over $400 for shipping
Okay, 2-4 weeks additional lead time, no problem. Well, come December 30th, that's 6 weeks after my order, I've not heard anything from them. So, I reach out to them via the chat on the website to ask about the state of the order. Because of my schedule, I'm never able to send a message until after hours and have to wait until the next day to get a response which is essentially just saying it's delayed but should be ready to ship in about 2 weeks - which would put it at 8 weeks after the order even though the website at the time still says just to expect an additional 2-4 weeks.
Well, that's kind of a bummer, but so be it. I do message back just confirming the timeline and voicing my disappointment in the lack of communication or updates or anything from them. They confirm that yes, they're expecting it to be another 2 weeks still but because there is no ETA on the table that they can split up the order and send what's available now. Honestly, I'm a little confused - is it 2 weeks out or no ETA? Either way, I say I don't need to wait on the table for everything else to ship, so feel free to send everything else now and the table later. They reply saying they'll ship "the in-stock items now and the table when it becomes available". Cool, that sounds like it's just the table that is delayed; still don't know if it's 2 weeks out or no ETA though.
January 6th I get an e-mail saying my order has shipped, great! Looking over the emails it says everything has shipped except the table. it shows up late last night (January 8th) and I'm excited, looking forward to getting this thing installed.
Today (January 9th), I go open everything up and do an inventory of what's arrived or not. Based on the prior communication on the chat and the emails I got I'm expecting everything to be there except the table, but it turns out the Pak Rax didn't show up either! No communication about that, just didn't show up. Was this expected? Are they 2 weeks delayed? Or was the order messed up and shipped without them? Who knows! I sure don't, because Trail Rax customer service doesn't really communicate much unless I'm pulling information from them, and even then the information they share isn't very good. Well, I've sent them another message. As mentioned before though, due to my schedule, I won't hear back from them until tomorrow at the earliest and maybe not until Monday because of the weekend.
At this point I'm very disappointed and getting frustrated. As I said at the start of this post, I'm not in a hurry to get anything - but please, just keep me informed. Do a better job at communicating. I shouldn't have to be reaching out 6 weeks after the order to find out what's going on; that could be proactively communicated. I shouldn't be left here wondering if my order was messed up or if things are still delayed/on back-order; that could be clearly communicated.
In summary, TrailRax customer service, please do a better job.
Thanks for listening to my rant,
-Ray
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