ComplaintsforRocky Road Outfitters

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm dealing with this company concerning a suspension system for my 2014 Kia ******** I first contacted them to inquire about the system and verify fitment and availability. I was assured that everything would fit and availability would not be an issue, just possibly a bit of a wait which I was fine with. I placed my order on May 25 2024. I have payment receipts on my email verifying payment. I purchased the vehicle that I was told would work for the suspension system. I contacted the company via phone about a month ago for an update. I was told all was well, "just waiting" on delivery. I contacted them again the other day and I'm now being told that parts availability is an issue. It was stated to me that I would have to source the missing components for myself if I wanted a complete kit. I don't have the resources to do that or I would have gone that route to begin with. I have also been told that I still need to pay for my order, again I have payment receipts verifying this. I have reached out directly to the manufacturer of said suspension system to verify what I was being told by RRO concerning availability. The manufacturer stated that a system was never made or was available for my vehicle. I have invested a lot of money into a project that I was told by RRO was possible. I have been mislead by RRO from the beginning. Please help!Text or email is best contact..,.

  Business response

  08/27/2024

  Payment was never received for this order. What the customer perhaps saw is known as a 'ping' in our industry. Much like when you go to a gas station, the credit card will be 'pinged' to make sure the funds are available before allowing the fuel to flow. The customer doesn't see this because the sale then occurs at that moment. With many online retailers using the new order systems where we don't see credit card numbers, the processor likely pinged his account, which sort of sets the funds aside, as it has been explained to us... but it is not actually billed. The customer doesn't see it on their amount due statement at the end of the month, they only see the 'ping'. This is perhaps where the confusion came in as payment was never received, so we did not ship the components.
  Additionally, the manufacturer of this lift system does not provide new struts or shocks. They're not required since it is a fairly mild lift. The vehicle can upgrade the struts and shocks if they wish while the suspension is apart while the new springs being installed. This is fairly common and we do show struts were requested along with the lift kit we sell... which is just the 4 coil springs.
  We do not ship parts without payment though and it was never received form the card processor. The vehicle owner may be looking at the 'ping' attempt by our card processor. 
  The order can be resubmitted if they with to proceed with the suspension lift upgrade. Only a handful of companies on the planet supply these parts for this vehicle, so we are happy to assist when folks want to upgrade their ****

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought some rock rails from this company Rocky Road Outfitters in UT with the statement on their paperwork that states, "Your Rockrails are guaranteed to last as long as you own your vehicle." Well the rock sliders lasted about 2 years and are completely rusted. The powder coating they offer does nothing to protect the rails. When I called they said they do not warranty the coating, but it is the rails themselves thar are failing. The company pretty much blamed me for the fault of their product. Do warranties mean anything anymore? They said they would not honor the guarantee written in my paperwork. It is businesses like these that hurt us all!! You can see the rust spots in the rails in the attached picture. Also there is a pic of the written guarantee. It is in the second line beginning half way through the 2nd line and continuing into the 3rd line. Please help. Refund or have them pay for the cost to actually powder coat them in Colorado. Something! I was ripped off!!

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed Order #****** on February 28th, 2023, but no shipping date was provided. I waited until March 10th to check on my order, only to be told that orders were on backorder and they were currently fulfilling December orders. Despite this information not being listed on their website, I waited patiently, fully understanding that there were supply chain issues. I received no further communication from customer service for two months until I reached out again on May 20th. Once again, I was told that my items were on backorder, but my order would be fulfilled soon. Unfortunately, I again did not receive any updates until I reached out again on June 27th. To my surprise, I was told at that time, that Rocky Road Outfitters had attempted to contact me on March 15th to "clarify my order," but my phone number was out of service. This was not true, as my phone has never been out of service. Rocky Road Outfitters failed to mention any previous attempts to contact me, and no VM was left. Rocky Road Outfitters also claimed to have sent me an email on April 21st via email, which was also false. I have kept every email from RRO due to their poor communication, substandard customer service, and leadership pointing fingers at customers. I have requested a refund. I am fully aware of the difficulties related to supply chain problems. However, I will no longer tolerate that as an excuse. If the company had just kept me informed about my order instead of avoiding my questions and blaming me for their own shortcomings, I would have been a satisfied customer. Unfortunately, their lack of communication has left me feeling frustrated and unhappy, and I will continue to escalate this matter until a refund has been issued. It's been over 24 business hours since I requested a refund on June 28th, 2023, at 6:00 pm CST, and as of June 30th, 2023, I have yet to receive a response from Rocky Road Outfitters. This kind of behavior is unacceptable, and something needs to be done about it.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poor customer service. Ordered a product 10/2/22 and was told one month lead time. A month later I hear nothing and inquire. Another month and company blames ***** despite the fact they stated wait times. Another month same situation. 4 months later they finally ship and 22 days from shipment date still no product and no customer service attempt to resolve just more excuses. Item never delivers and I had to send an ultimatum demanding resolution before finally being told there was a truck accident before receiving an email that they would refund my *******

  Business response

  02/27/2023

  In response. First, We Never... never ever... never ever ever tell anyone there is a "1 month wait" for our rock slider kits. Demand for our kits is extremely high all around the world and we do always have a few month wait time for the kits. We respond to every email or phone call we receive. So if someone wants to check in on an order, make sure its in the queue, see what the progress is, we are always very happy to response on this.
  Demand for our kits is pushing wait times out 3-4 months at this point in time, though we have been catching up on that recently. 4x4 owners who want quality, are willing to wait. This item was shipped, and tracking information was provided. While the "truck crash" is a crazy bizarre occurrence, the customer should be able to confirm that the parts were shipped and then the carrier 'damaged' the item during transport. We acknowledge the weirdness of this situation, over which no retailer has any control at all. We ship ****** rock sliders every single week, every single month, ever year, for decades, (not to mention all the bumpers, the rack systems, and everything else we manufacture) and that is a first for us. So the customer knows this item was shipped, even if it took longer to manufacture than they anticipated. The freight company's insurance is providing payment for the refund. Meanwhile, thousands of customers every year order their rock slider kits and are extremely pleased with the systems when they arrive, this these kits really are undisputed as the very best in our industry. Thank you for your attention and the factual clarification.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a rockfather lift kit for 2012 Jeep liberty with upgraded long travel rear shocks. Shocks leaking after a year and a few months they have a 2 year warranty on them and they will not honor warranty. They said to contact ABR to file warranty claim, ABR said these are not specked for the KK so they will not warranty. So Rocky Road sells a kit with theses shocks but if there is an issue with them your out of luck and will have to spend over $200 again to replace them. If the shocks are not covered under warranty it should have been stated at time of purchase not after you have a problem.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I purchased a lift kit from this company in December of 2020. It is stated on their website that the kit install fits the Year, Make, and model of my vehicle. The website also states that it is a 2 hour install and boasts about how cheap and easy it is to install. After purchasing as a Christmas gift for my wife, we received the package. Packaging seemed to be fine, and everything intact. However, we called to get an appt to have it installed, and learned from the shop that they wouldnt perform an install on the vehicle, because it was not meant for my vehicle, and ultimately it would be unsafe to install. I contacted the company to receive a refund and was told I would have to pay return shipping, as well as a 15% restocking fee. Rocky Road Outfitters suggested I should call to see if other shops would perform the install, and stated that did not understand why there would be an issue. I did not feel like losing money on a product that I could never use to begin with, so I attempted to call around to other shops, in attempt to get multiple opinions. All the shops in my immediate and surrounding area (who perform these sorts of vehicle installs) told me the same things.1) This particular vehicle was not designed to have this sort of lift kit installed.2) It would be unsafe to have it installed 3) To many previous complaints about this product after being installed, and refused to touch it.After calling the company back, I was told that there is a 60 day no return policy, even though I have been unable to find it anywhere on their website.The purpose of my complaint is to get a refund for a product that I cannot use and is simply unsafe to try and install against the recommendation of the manufacturer, multiple dealers and professional shops. I dont feel I should have to pay a restocking or return fee for a product that I bought under false pretenses. Thank you for your time,***********************

  Business response

  02/28/2022

  Thousands of these kits have been installed and enjoyed worldwide over many years.
  It is unfortunate the customer found a shop who doesn't have the skill or confidence to install a simple ****** suspension system. These kits are 100% safe and DOT approved. Never has their been a safety problem with the suspension when installed correctly. The mechanic is dead wrong in this matter.
  As with any retail operation, the customer is certainly welcome to return any uninstalled components. Local customers would bring this back to our facility, or the customer may choose to ship the kit back to us if they have changed their mind about installing to their vehicle.
  To hold the manufacturer responsible because a mechanic doesn't understand the vehicle or suspension system though, is not fair to that manufacturer.
  The kit can be returned to our location at:
  Rocky Road Outfitters
  1920 ***********************************************************************

  Customer response

  03/05/2022

   
  Complaint: 16799851
  
  I am rejecting this response because:

  
  I understand if only one shop would have declined and others would have performed the job. However it has been multiple shops that have refused to install this kit. However I do not intend to argue that point, I just want my money back for a product that I am unable to use. I am willing to pay the return shipping charges as I can agree that is fair compromise. However, I do not believe being charged 15% on $800  as a return fee is acceptable. This isnt a matter of buyers remorse, or a change of mind, I simply cannot use this product. It is still new, never used, in the box as it came, and I would like to be refunded what I spent on it.

  If it can be agreed that that is a fair compromise, I will simply need return instructions and any info required such as an order# to include on the shipping label.  
  
  Sincerely,

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

  Business response

  03/07/2022

  Please understand again there is a difference in a kit which is working perfectly on vehicles all over the world... and a mechanic who doesn't understand how to install such a kit successfully. 
  
  We can always accept return of uninstalled parts, but cannot control the skill or competence of a mechanic out in the world who doesn't understand the system.
  These kits are in use, safely, and being enjoyed on countless vehicles all around the world.

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