GEN 2 Offroad Alliance - Customer Service Issues

[Siebuhr]

[EDIT: There was confusion with their shipping department and very similar part nomenclatures which caused the mix up. They are making it right. No need for me to burn down the internet with my hoot'n and holler'n]



Has anyone else had issues with Offroad Alliance returns?

I ordered from them after I read a lot of praise from these forums, but I've run into an issue with them shipping me the wrong Weathertech floor mats (I ordered the 3D's - they shipped the standard ones). Now, their customer service wants me to pay for shipping in order to return them for the replacement.

Was just curious if anyone else had this issue or if I'm the anomaly here.

If this is their policy, well... that just sucks for me. I already intended to order a few more goodies from them, but not if it carries the additional risk of shipping cost to cover their "oops" replacements.

 

[Proflyer]

That's insane. Never ordered from them, but any vendor should make that right without issue. I'd tell them to send the right ones with a call tag for the first set, or you'll dispute the charges.

 

[CoronaRaptor]

I'm with @Proflyer , How can they expect you to pay for shipping if they screwed up, that's bad business. Are you sure you didn't order the wrong ones by mistake? Was it ordered online, phone, email?

 

[pastorwug]

Must just be a misunderstanding, they have always had the best customer service on FRF I've seen.

 

[Rick@FreedomMotorsports]

I would call them and get it straighten out, they will take care of you.

Plenty of good FRF vendors here. We have been here since 2012 and lots of reviews. I was a FRF member customer to a lot of FRF vendors before I worked for one. I handle all issues by putting myself into the customer’s shoes and do what I would expect.

I would suggest using the Vendor Feedback section

https://www.fordraptorforum.com/forums/vendor-feedback.169/

 

[isis]

Must just be a misunderstanding, they have always had the best customer service on FRF I've seen.

I agree. They’re awesome. Give them a chance to fix things. State your case clearly, send pics with part numbers and reference your order. If they actually screwed up, they’ll fix it.

 

[Siebuhr]

It took a few days of back and forth with the customer service, but at the peak of my frustration, I think we found the issue.

The SKU for the normal Weathertech mats and the 3D Weathertech mats are identical other than 2 digits. This is what caused the shipping error on their end. I haven't fully confirmed, but it sounds like they'll make it right. Now I can throw more money at them ^_^

 

[isis]

Good deal. They have good prices and lots of stuff to throw money at.

 

[EastEndAngler]

Spent my fair share of coin with @OffroadAlliance.com and they have always treated me well, responded professionally.

 

[OffroadAlliance.com]

[EDIT: There was confusion with their shipping department and very similar part nomenclatures which caused the mix up. They are making it right. No need for me to burn down the internet with my hoot'n and holler'n]



Has anyone else had issues with Offroad Alliance returns?

I ordered from them after I read a lot of praise from these forums, but I've run into an issue with them shipping me the wrong Weathertech floor mats (I ordered the 3D's - they shipped the standard ones). Now, their customer service wants me to pay for shipping in order to return them for the replacement.

Was just curious if anyone else had this issue or if I'm the anomaly here.

If this is their policy, well... that just sucks for me. I already intended to order a few more goodies from them, but not if it carries the additional risk of shipping cost to cover their "oops" replacements.

After working with a few of us here at the shop, we did just receive here a just bit ago pictures from you of the part numbers. As we indicated, if we shipped you the incorrect part, we'll gladly get those back and/or replace them.

Your intial complaint was that they didn't have a cutout for the 'Ford Performance' which we confirmed with you that none of them do and that the gentleman you saw here on the forum had physically cut the mats, not that we had inadvertently shipped you the wrong mats.

We will process some prepaid shipping labels and get them back.