ComplaintsforRealTruck Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Many years ago, I purchased a set of Go Rhino SS nerf Bars for my 2010 RAM pickup truck. Recently, one of the steps on the nerf bar came loose and flew off the nerf bar. I contacted Real Truck and communicated with ***** in the warranty department and emailed him pictures of my nerf bar and dangling step.***** told me that he could not sale me a step but would send me a free replacement if I could show proof of purchase. I explained to ***** that my truck records were destroyed in hurricane *** around September 2022. It had been so many years that I no longer have checking account or credit card records. I asked Real Truck, **** that under the circumstances would Real Truck either sale or replace under warranty the step for my nerf bar and ***** communicated back with a negative. Nerf Bars are very expensive to replace and all I need is the plastic step.I am asking again for RealTruck, **** to re-consider its decision and as a minimum allow me to purchase some new steps for my GoRhino Nerf Bars. I will be pleased to furnish RealTruck, **** any additional information, measurements or pictures necessary for a positive resolution for my dilemma. Thank you and have a blessed day.Kindest regards,***************************

  Business response

  06/23/2024

  Hello from Go Rhino!

  We appreciate your reaching out to our team.  Given the customers circumstances surrounding Hurricane *** causing the customer to lose access to his proof of purchase receipt, our team will reopen ******************** request in our system and continue reviewing the case.  We will reach out to our warehouse team to see if we have a replacement step pad with fasteners available to ship.  If these pieces are not available to ship (separately), we will take steps to replace the full set at no cost for the product to our customer. 

  We expect to be back in contact with Mr. ****** within the next few days to confirm how we expect to proceed.  Please let us know if you have any questions or additional concerns.  We are certainly here to support our customers! 

  Director of Customer Service

  Customer response

  06/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased on 4/8/24 and was charged $694.43 For a truck bed cover. After a week I inquired as to a tracking number. I was told the order was in process and could take ***** business days to ship. This is not noted anywhere on their website nor in any emails associated with this order. I let it go for a couple weeks and had to inquire again and again was told the order was in processing. I contacted this company numerous times via email and phone only to be told the same thing over and over. As of today at 3PM EST I still have no shipping confirmation and again was told they expect it to ship today. This is extremely poor business practice. I have alerted them to a ************************ Rule that all phone and online sales of products must ship within 30 days of payment, not 30 business days, they seem unaffected by this knowledge, the rule says they must offer a refund or negotiate with the consumer at the end of 30 days.

  Business response

  05/09/2024

  Thank you for your feedback and we apologize for any delays or unmet expectations with your order experience.  Per our ******************* they have experienced unexpected delays associated with the clamps for the cover you had purchased which has ultimately delayed production times.  At this time they believe this could contribute to the cover not shipping until the end of May or early June.  Please reply at your convenience to your open support ticket to let us know if you wish to keep the order in place or if a refund would be suitable. 

  Customer response

  05/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/16/2023 I placed an online order (#HKY898031) and paid in full for a MATCHING set of Floor Liners for the ***** and BACK seats of my new vehicle. I received the ***** set on 10/27/2023. I still have not received the MATCHING REAR set. Every month I get another email with an "updated shipping date" for the following month. The company does not respond to emails or customer service form on their website.I am requesting a FULL REFUND for both the front and rear floor liners so I may purchase another MATCHING set. I will return the ***** set to the company at their expense.

  Business response

  01/29/2024

  *****,
  
  
  We want to offer our most sincere apologies for the continued delays in your order being sent out. You've certainly been patient with us, as several of our SKUs have experienced significant delays when our manufacturing operation moved from ****** to Georgia.
  
  In no way is this an excuse to our dedicated customers who have been waiting for a high quality product. Unfortunately, part #***** is one of the several SKU numbers we have not been able to fill in a timely manner. Our last update has come and gone, and we were not able to make due on the expectations set for ourselves, as well as to you our customer. This is a major disappointment to us, as well as we can imagine for you.
  
  We have canceled this part ***** from your order and refunded your card for the full amount of the product.
  
  You will receive an e-mail later today directly from ***** with a prepaid label to return your item back to us. Once we receive the item back in our warehouse, we will refund your card for the full amount of purchase.
  
  Please feel free to contact me if you have any questions or concerns.
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I sent the following to email ********************************** with product photos to the company Realruck after a conversation with one of the representatives on January 12, 2024;My name is *************************. I purchased this truck top for my husband for Christmas. I wanted to get it early enough to assure it would get here in time for Christmas. We went away from 12/26 to 1/3 for break week with the kids so he just got an opportunity to take a look and he said I got the wrong one to fit his vehicle. I first tried calling the number on the website was had to leave a voicemail. Today I called a different number I found for Corporate Contact ************ where I was told it was out of the window for return but given the holiday circumstances hed kindly submitted it for review asking that I respond with pictures and explanation for approval given the circumstances. The first picture shows a damaged box when they delivered it with my other mail leaving it outside and damaged. The other pictures are of the product unopened in my garage. I appreciate your review. I just dont know what to do because it wont fit the bed of his truck. Thank you and I look forward to hearing from you. ************************* ************ did not even give us any consideration, nor offer any remedy to the situation, including an exchange for the right top, or a return and refund. Theres no reason why they cant accept this product back.5177094 Description Bestop Supertop for Truck Bed Topper Date 11/25/2023 Status Delivered $971.99With two holidays Thanksgiving, and Christmas, including New Years I dont think the 30 day return policy should be warranted in this situation. Its not like Im well over the 30 days its just slightly over..Im requesting a full refund versus an exchange at this point says they have not even offered it, and simply rejected it initially no consideration.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a GTX roll up bed cover for my boyfriend's truck on 12/4/23. I wrapped it and gave it to him on Christmas. He didn't have a chance to put it on until 1/8/24. It was the wrong size. I called RealTruck to get an exchange for the right one. I was I formed that the refund window ended on 1/7/24!!! Wtf?! One day and you cant help me? Or was it one day because i wanted to exchange? Now I want a complete refund of my money. No exchange now.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (Order # HKY891288) for front and 2nd row floor liners and cargo liner for my 2023 **** Bronco on 8/27/2023. When I received my order I received 2 sets of front and 2nd row floor liners but NO CARGO LINER. I emailed Husky on 9/09/23 to let them know that I was missing the cargo liner. I received no response. I sent another email on 9/16/23. I received a "Support Request Created" email stating that my missing parts request has been received and assigned to customer support. I never received any further correspondence. I sent another email on 11/15/23 and received no response.

  Business response

  01/15/2024

  ****,

  I am very sorry for the delay in response.  I have entered in a replacement cargo liner to get shipped out to you today.  You will receive an email later today with the tracking on this item.

  Thanks so much for your patience and understanding with this situation.  We hope you will still continue to use Husky Liners for your protection needs in the future!  Please let us know if you need anything else
  

  Customer response

  01/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered liners for the wife's Expedition on Sept. 16. I did receive 2 *** deliveries in Oct. which was the second and third row liners. I called at the end of Oct. to find out the status and was told I should receive the liners by the first week of Nov. The first week of Nov. came and gone, so I called back to Husky they apologized for the liners being late and gave me a credit of $32 dollars and change and said it would be Dec. 6 before the liners would be shipped. Well needless to say Dec. 6 is come and gone and still no front liners for the wife's ride. This is really a pathetic company and wished I never purchased their product.

  Business response

  01/02/2024

  *****,

  First, we want to offer our most sincere apologies for the continued delays in your order being sent out. You've certainly been patient with us, as several of our SKUs have experienced significant delays when our manufacturing operation moved from ****** to *******.  
   
  In no way is this an excuse to our dedicated customers who have been waiting for a high quality product.  Unfortunately, part # ***** is one of the several SKU numbers we have not been able to fill in a timely manner.  Our last update has come and gone, and we were not able to make due on the expectations set for ourselves, as well as to you our customer.  This is a major disappointment to us, as well as we can imagine for you.  
   
  Upon going through the manufacturing schedule with production management to track the status of your product, we were provided with the following results. The product ETA for part # ***** to complete in production has been pushed back as far as 1/26/2024 for customers with this item on open order.  At this point, we want to be completely honest and overestimate the completion timeline than continue to underestimate in hopes you will continue your order with our team, directly.  
   
  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction 11-3-2023 Order number HKY909504 Part number not received ***** 2nd seat floor liner Amount for part ***** I have made several attempts to contact this company without a response. They do not answer the emails I have sent, nor do they answer the phone. I want a refund. I purchased this product to protect my floors during snowfall. The snow fall is here and I have yet to receive the floor liners. Selling backorder product that is months out without disclosing this to the customer is unethical.

  Business response

  12/26/2023

  ******,
  
  
  First, we want to offer our most sincere apologies for the continued delays in your order being sent out. You've certainly been patient with us, as several of our SKUs have experienced significant delays when our manufacturing operation moved from ****** to *********************text="true" style="box-sizing: inherit;">
  
  
  In no way is this an excuse to our dedicated customers who have been waiting for a high quality product. Unfortunately, part # ***** is one of the several SKU numbers we have not been able to fill in a timely manner. Our last update has come and gone, and we were not able to make due on the expectations set for ourselves, as well as to you our customer. This is a major disappointment to us, as well as we can imagine for you.
  
  
  
  
  Upon going through the manufacturing schedule with production management to track the status of your product, we were provided with the following results. The product ETA for part # ***** to complete in production has been pushed back as far as 1/12/2024 for customers with this item on open order. At this point, we want to be completely honest and overestimate the completion timeline than continue to underestimate in hopes you will continue your order with our team, directly.
  
  
  Unfortunately, making your Husky order available to ship sooner than this lead time will be on our agenda. However, we would rather prepare you for the worst, than fail to meet this expectation once again. We are here to support our customers in the best possible way(s). If you no longer wish to wait for your order to be completed, please let us know and we will move forward accordingly. We certainly look forward to completing your order as promptly as possible. And, we will await your response. We greatly appreciate all your patience through your order process.
  
  
  

  Customer response

  12/26/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] I would like a refund as requested.  
  
  Regards,
  
  ***************************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased first and second row mats on 8/21/2023 and made full payment at purchase. The first row was finally received in October. Site said 4-5 weeks--not 4-5 months! Still have not received second row mat as of 11/21/2023. Multiple attempts to contact customer service. Once response that I would receive no later than 11/10. No other responses to my contact attempts. I want the mat or a refund or I will need to dispute with my credit card. HKY888997 order #

  Business response

  11/22/2023

  *****,
  Thanks for your continued patience! Your Husky PO# HKY888997for part ***** is currently undergoing our production process, and we anticipate completion of the order by 12/27/23. Our most sincere apologies for this has been extended from the initial lead time. We are pushing through a few challenges on our side, which is causing delays on a few of our SKUs.
  
  We certainly want to fill all orders as promptly as possible. If there are any additional questions, please do not hesitate to let us know. We will be here to support you to the best of our abilities!

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As with everyone else who has filed a complaint, I have also discovered that this company provides no customer service. I ordered mats for my ****** on 10/23/23. My credit card was charged immediately. Then ... nothing. I write emails... nothing. I have called and waited on hold for 40 minutes ... nothing. I have left a call back number ... nothing. I am wondering if this is a legitimate business that is ineptly managed, or some kind of fraud.

  Business response

  11/17/2023

  ********,

  I am truly sorry for the delay on this order.  I do show that your order was shipped out on 11/15/23 under ***** tracking number ************ and delivered today.  There was an email response on 11/15/23 to your email with the tracking number also.

  Please let me know if you need anything else.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩