Is anybody else having problems receiving orders from LoD?

[NJRadioGuy]

So I've got an issue with LoD. I don't know if it's just me or if this is more widespread, but I ordered a full rear bumper and tire carrier system, with a number of accessories on July 3rd. It's been nothing but excuses, never-returned messages and emails, and delay after delay after delay.

I finally received the first major portions of the order in late-September, along with brackets, lights, and harnesses, etc, and the bumper was installed the next day.

They do make an absolutely fantastic product and I love their quality, but 3 months and poor customer communications are extremely frustrating. When I placed the order in July they said it would be about 4 weeks to manufacture, which was fine, but every time I called it's the same thing: powder-coating delays that last weeks or months. I still have an accessory mount on indefinite back-order and a trail rack system that was the very reason I ordered the whole thing, that was "any day now" a month ago, and "the arms are being powder coated this week" last week.

To cap it off, and this was my own fault, I forgot to order a 3rd brake light extension, which is a legal requirement for my Jeep. I gave them my CC number, they said it was in stock and would ship same-day. That was last Monday. I haven't been charged and obviously the product hasn't shipped.

It's now October 6th. My overlanding/wheeling season is over in two weeks, and the mounts that were supposed to make my trips easier still haven't arrived. Am I just unlucky? Was I expecting too much? Or is this their usual Modus Operendi?

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[azwjowner]

I don't know but watch your credit card charge back time limits closely. This sounds similar to what I experienced with Shrockworks about a year before they imploded, and only a charge back saved me from being out $1k.

 

[NJRadioGuy]

I'm very close to the limit, and might even be over it by now. Like I said, I don't mind a slight manufacturing delay, especially for what is considered a super-reliable company that makes top-shelf products, but over three months is too long--unless I agreed to it upfront. If that had been the case I would have ordered everything on Black Friday or around Christmas and had it installed over the winter when I'm not traveling. But this adventure has left a sour taste in my mouth, especially when I'm contemplating a new front bumper.

 

[Grant]

Sorry to hear about your frustration. All I can say is that it will be worth it once your order arrives. I bought bumpers, sliders, and a tire carrier from LOD over five years ago. Everything functions perfectly, and still as solid as it was new.

While watching your credit card statements, I'd just continue to call and send e-mails every couple days. Good luck. Please update when resolved.

 

[walleyecrazy]

Hopefully they sort things out and make this right for you. I ordered a few things from them earlier this year, and they got me my orders pretty quickly.

 

[NJRadioGuy]

Sorry to hear about your frustration. All I can say is that it will be worth it once your order arrives.

Yes, their quality is absolutely top-notch, and I'm willing to put up with some of this nonsense because the products really are that good. But even my patience has a limit. In future, I will only buy LoD products from a dealer who has them in stock, and not from them directly.

I sell a product online and when something goes wrong I am always on top of it and I do my best to solve the issue, often before the customer even notices. I can't envision any other way of doing business, quite frankly.

 

[Grant]

I understand, 100%. I do hope it gets resolved.

 

[NJRadioGuy]

I understand, 100%. I do hope it gets resolved.

Just called them up and was told they'll ship out today or tomorrow, with only one piece remaining to be sent (the one I need the least, so that's all good). We Shall See.

 

[stretch-bsn]

Man that sucks. I really like my LoD bumper but a company that can’t keep communication well will end up in a poor spot because of posts like this. I know it’s a pita to have to respond to calls and emails when you were just trying to get a product out but it’s a needed part of business. I hope they get it sorted out because they do make an awesome product.

 

[NJRadioGuy]

UPDATE
I finally received everything from that order after about 14 weeks. As expected, the quality was absolutely first rate and the fitment was exact. The hardware was well marked, instructions were included with each piece and the boxes were extremely well packed and protected against shipping damage.

I'm extremely pleased with the product, but my criticism for the exaggerated lead times and relatively poor communication stands. Honestly, if your production is backed up just say so. A good customer will understand and be happy that a great USA manufacturer is doing well. "We're super busy, and we're running about 3 months to build and ship" is a perfectly fair and reasonable answer, and one I'd have lived with provided they fulfilled within that time. But promising 4 weeks but it ending up being 14 is a problem.

Yes, I will be buying a new half-width front bumper from LoD to match the back and the rock rails, but I will order it during the Black Friday sales period and they can take however long they want since I won't be going out on any adventures until next March or April.

 

[stretch-bsn]

UPDATE
I finally received everything from that order after about 14 weeks. As expected, the quality was absolutely first rate and the fitment was exact. The hardware was well marked, instructions were included with each piece and the boxes were extremely well packed and protected against shipping damage.

I'm extremely pleased with the product, but my criticism for the exaggerated lead times and relatively poor communication stands. Honestly, if your production is backed up just say so. A good customer will understand and be happy that a great USA manufacturer is doing well. "We're super busy, and we're running about 3 months to build and ship" is a perfectly fair and reasonable answer, and one I'd have lived with provided they fulfilled within that time. But promising 4 weeks but it ending up being 14 is a problem.

Yes, I will be buying a new half-width front bumper from LoD to match the back and the rock rails, but I will order it during the Black Friday sales period and they can take however long they want since I won't be going out on any adventures until next March or April.

Well said.

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