Quadratec Customer Service Nightmare

[wandrur]

Waiting to see how things go for me. Ordered a Steer Smarts track bar yesterday shortly before midnight. FedEx sent shipping update at 12:45pm today, and I got the shipping confirmation email from Quadratec shortly after 9pm tonight. Delivery scheduled for tomorrow.

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[JLRyder]

Last time I went to their site literally everything I wanted was out of stock. 100% agree, buy direct from the brand/mfg and drop the middle man and save heartache and frustration.

 

[mdelzer]

Last year I ordered a RhinoRack backbone and Pioneer platform from them in early February. It was $200 cheaper than anywhere else because it was on sale. It was also supposed to ship by March 18th, which was perfectly fine for my timeline. As it got closer to the date they started slipping the ship date. I called RhinoRack and they told me that they didn't have a carton going to them until May at the earliest. Finally out of desperation I called a local vendor/shop who was not only able to get me one, but they got me the new Pioneer platform and had it drop shipped to me in time for me to still install it before our family spring break trip. I had to pay the extra $200 I saved by trying to buy it from Quadratec, but at least I got great service from a local company that my money was able to support. I haven't bought anything from Quadratec since and probably never will again.

 

[Kryten]

Well as expected I didn’t get a response from management like I was promised. I think they just tell you something to get you off the phone. I’m debating whether I should sit on hold for another hour or just start the process of a credit card chargeback.

 

[Rhinebeck01]

Well as expected I didn’t get a response from management like I was promised. I think they just tell you something to get you off the phone. I’m debating whether I should sit on hold for another hour or just start the process of a credit card chargeback.

@Kryten

FRUCK them..... contact your financial institution ASAP and have a charge back done.

 

[schulah]

Well as expected I didn’t get a response from management like I was promised. I think they just tell you something to get you off the phone. I’m debating whether I should sit on hold for another hour or just start the process of a credit card chargeback.

You’re not alone. I online chatted with them this morning, as well. After kicking off the conversation, I was asked to hold while the rep took a look at my account. I waited a while and then suddenly she started the conversation all over again, like it was a new session. The cherry on top was the rep closing the chat while I still had questions. In the interest of keeping this brief, I may have made slight progress but will know for sure on Monday. It’s really disappointing to see how customer service at Quadratec has taken a nose dive recently. Here are some screen shots of this odd exhange

 

[superdude]

This is the unfortunate state of the world for anybody dealing with shipping/receiving on a daily basis. Most warehouses operate with a skeleton crew, and are much less likely to go the extra mile. It does sound like Quadratec can do better here.

 

[Kryten]

This is the unfortunate state of the world for anybody dealing with shipping/receiving on a daily basis. Most warehouses operate with a skeleton crew, and are much less likely to go the extra mile. It does sound like Quadratec can do better here.

“The state of the world” is being used as convenient excuses by a lot of companies but I ship things almost every day with FedEx and UPS and they have no problem getting my packages to their destination in the exact amount of time they quote me and they have throughout the entire Covid pandemic. The problem is companies like Quadratec selling items they don’t actually have and telling people they have them in stock. I’m sure if I’m willing to wait 3 months I’ll get the item I paid for but I was expecting it within a week since their website said it was in stock and would ship “same day”. For slightly more than I paid I can have the same item from Amazon by Monday.

 

[JLRyder]

Isn’t QT a forum sponsor? Can any mods reach out to their marketing team and let them know to either sound off or crosstell the limfacs?

 

[kakwvu]

This has me feeling shades of what Pelfreybilt did to Toyota owners (floating orders, declared bankruptcy (again), lying about products, and not paying bills). Hope not, but I’ll be avoiding ordering from there from now on. Luckily the only thing I ordered showed up.

 

[davewald]

“The state of the world” is being used as convenient excuses by a lot of companies but I ship things almost every day with FedEx and UPS and they have no problem getting my packages to their destination in the exact amount of time they quote me and they have throughout the entire Covid pandemic. The problem is companies like Quadratec selling items they don’t actually have and telling people they have them in stock. I’m sure if I’m willing to wait 3 months I’ll get the item I paid for but I was expecting it within a week since their website said it was in stock and would ship “same day”. For slightly more than I paid I can have the same item from Amazon by Monday.

I agree that a lot of companies are using the pandemic, great resignation, Ukraine war, sun spots, and the Oscars slap as excuses for ripping off consumers. However, if you are getting good service out of FedEx, you are extremely lucky. Do a quick web search on FedEx problems and you'll see what I mean. My Jeep friends and I have all had terrible service from them, to the point where we refuse to do business with companies that only offer them as a shipping option. In particular, look for mentions of how often shipments get stalled for weeks in Troutdale, OR, Burlington, WA and Auburn, WA. Ridiculous.

 

[NULL POINTER]

I just got a new parts catalog from them about two weeks ago. I had an issue with parts I ordered in December and finally got them about two weeks ago - documented in another thread somewhere on here. Same deal, no chat, nobody answering phones.

 

[wandrur]

Waiting to see how things go for me. Ordered a Steer Smarts track bar yesterday shortly before midnight. FedEx sent shipping update at 12:45pm today, and I got the shipping confirmation email from Quadratec shortly after 9pm tonight. Delivery scheduled for tomorrow.

So I feel both good (for me) and bad (for so many of you).

Track bar was on my porch when I got home this afternoon.

 

[dsgrey]

I agree that a lot of companies are using the pandemic, great resignation, Ukraine war, sun spots, and the Oscars slap as excuses for ripping off consumers. However, if you are getting good service out of FedEx, you are extremely lucky. Do a quick web search on FedEx problems and you'll see what I mean. My Jeep friends and I have all had terrible service from them, to the point where we refuse to do business with companies that only offer them as a shipping option. In particular, look for mentions of how often shipments get stalled for weeks in Troutdale, OR, Burlington, WA and Auburn, WA. Ridiculous.

Same issue here with FedEx. If it's delivered from their distro hub just west of me then no issue since it's FedEx delivering. If something hits the distro hub south of me (FedEx Smartpost) then it takes 1 - 2 weeks before they turn it over to USPS for delivery. I fully understand Smartpost is slow but for years it would only take one or two days before being transferred to USPS.

Then my local USPS is terrible with delivering mail correctly. I've had to resort to a mailbox motion sensor when they are delivering a package to my mailbox. I can at least confront the delivery driver when a package is scheduled for delivery and it's not in my mailbox. It's usually in a random neighbor's mailbox or on a different street with my house number.

 

[HunnerWoof]

Unfortunately, I’m in the middle of a Quadratec refund issue, too. I ordered some rails and they shipped quickly…but got caught in some FedEx limbo and were never delivered. Quadratec was cool about it and said they’d ship a replacement pair out while they put in a claim on the missing pair. The replacement set wound up being out of stock. I waited a few weeks and just decided to cancel and get my money back. They were fine with cancelling and refunding and all seemed well…but it’s been a couple weeks now and I still don’t have the refund.

I thought my situation was just bad luck but now I’m a little concerned about the pending refund!

Consider disputing with your CC sooner than later. There are time limits on disputes.

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