JTdiRtyD
Well-Known Member
- Thread starter
- #1
For those who are thinking about buying from 4x4 Colorado, this was my experience, so take it for what it's worth. This might get long.
TLDR: After 3 estimated shipping extensions and near non-existent communication I canceled my order and had to keep bugging them to finally get my refund.
I spent 4 months researching new RTTs when I bought my Jeep. The 4x4 Colorado Alto Mini caught my eye, and after research on it and the company I decided to reach out with questions. Both times I quickly received a reply with the info I needed. I asked if they would have product at MOORE Expo and they said no tents to purchase but they will have event discounts, so I waited to order a tent at the expo. At the expo I met the crew that was working the vendor booth, all great people. The product was just as good as I expected, so I ordered a tent. I was informed with the tariffs I was looking at 6-8 weeks delivery (Early June).
9 weeks goes by and no tent, no tracking, and no update. I reach out and was quickly told another 6-7 weeks. After 5 weeks I reached out to see if everything was still on track, no response. I called a few times, no answer. After a few days of crickets I reached out to the vendor whom I worked with to buy the tent. He replies back that he has no idea whats going on, communication has been near non-existent for them as well. He informed he had other customers in the same boat, and told me that two of their employees had recently quit. After a week of both him and I trying to get a hold of someone he was finally able to get me the personal cell phone of their customer service rep. I reach out to them asking for an update and next day I was told my tent was on the way, but I wouldn't see it until end of August, so another 5 weeks at minimum.
This is when I started seeing more and more posts and threads about people that were STILL waiting on orders from as far back as November and were unable to get a hold of anyone. Unsure about the company and not wanting to go through the same crap if I needed warranty repairs I decided to cancel my order. It took me a week to finally get someone to answer the phone to cancel my order, I canceled on Monday August 4th. They informed only the owner can initiate the refund and it takes up to 10 days to process, but he would have to call me to discuss. They also stated "because of what's going on, cancelation fees are being waived", whatever that means.
By Friday the 8th I had not received a call, so I call them. After a few attempts someone answers and seemed surprised I hadn't received a call yet, so they said they would remind the owner and I should receive a call by end of the day.
Once again no call, so the following Monday, August 11th I call again, and was told the owner will call me back within a couple hours. Again, no call back.
I waited a couple days, then tried calling 10 times on the 14th and 4 times on the 15th with no answers. On the 18th I was finally able to talk to someone, a new kid, and he stated he couldn't do anything except have the owner call me, and he would pass on my info. Still no call.
On the 19th I call back, same new kid answers right away and says I'm #1 on the list of people with the same issue for the owner to call, and should receive a call shortly. Still no call.
On the 20th I call back, new kid answers, says he will see if the owner is available, returns after a minute and states he is not available but will see if there's something he can do about my refund. He states the order was canceled on the 4th but the "button was never pushed" to refund my money, so he pressed it to initiate my refund. When I asked why I was told only the owner can do that, he stated it's a true statement, but he was given permission to do so in my situation.
16 business days to finally get my refund initiated, and that's ONLY because I was persistent and this new kid took it upon himself to make it happen. I'm confident in saying I would still be waiting for a call from the owner today, and who knows how long before he actually would have. I've also been informed that there are folks still waiting on product from last September, and I've talked to a few folks that are still waiting on warranty claims ranging over the past year. The vendor I worked with has stated they won't be doing business with them any more after my experience and others.
I know 4x4Co got big fast, and they came highly recommended, but now after all of this and all of the reports I've been seeing of folks having the same issues, I can't help but question if they took on more than they can handle and are now drowning in backorders and cancelations and are trying to ignore the problem hoping it goes away.
TLDR: After 3 estimated shipping extensions and near non-existent communication I canceled my order and had to keep bugging them to finally get my refund.
I spent 4 months researching new RTTs when I bought my Jeep. The 4x4 Colorado Alto Mini caught my eye, and after research on it and the company I decided to reach out with questions. Both times I quickly received a reply with the info I needed. I asked if they would have product at MOORE Expo and they said no tents to purchase but they will have event discounts, so I waited to order a tent at the expo. At the expo I met the crew that was working the vendor booth, all great people. The product was just as good as I expected, so I ordered a tent. I was informed with the tariffs I was looking at 6-8 weeks delivery (Early June).
9 weeks goes by and no tent, no tracking, and no update. I reach out and was quickly told another 6-7 weeks. After 5 weeks I reached out to see if everything was still on track, no response. I called a few times, no answer. After a few days of crickets I reached out to the vendor whom I worked with to buy the tent. He replies back that he has no idea whats going on, communication has been near non-existent for them as well. He informed he had other customers in the same boat, and told me that two of their employees had recently quit. After a week of both him and I trying to get a hold of someone he was finally able to get me the personal cell phone of their customer service rep. I reach out to them asking for an update and next day I was told my tent was on the way, but I wouldn't see it until end of August, so another 5 weeks at minimum.
This is when I started seeing more and more posts and threads about people that were STILL waiting on orders from as far back as November and were unable to get a hold of anyone. Unsure about the company and not wanting to go through the same crap if I needed warranty repairs I decided to cancel my order. It took me a week to finally get someone to answer the phone to cancel my order, I canceled on Monday August 4th. They informed only the owner can initiate the refund and it takes up to 10 days to process, but he would have to call me to discuss. They also stated "because of what's going on, cancelation fees are being waived", whatever that means.
By Friday the 8th I had not received a call, so I call them. After a few attempts someone answers and seemed surprised I hadn't received a call yet, so they said they would remind the owner and I should receive a call by end of the day.
Once again no call, so the following Monday, August 11th I call again, and was told the owner will call me back within a couple hours. Again, no call back.
I waited a couple days, then tried calling 10 times on the 14th and 4 times on the 15th with no answers. On the 18th I was finally able to talk to someone, a new kid, and he stated he couldn't do anything except have the owner call me, and he would pass on my info. Still no call.
On the 19th I call back, same new kid answers right away and says I'm #1 on the list of people with the same issue for the owner to call, and should receive a call shortly. Still no call.
On the 20th I call back, new kid answers, says he will see if the owner is available, returns after a minute and states he is not available but will see if there's something he can do about my refund. He states the order was canceled on the 4th but the "button was never pushed" to refund my money, so he pressed it to initiate my refund. When I asked why I was told only the owner can do that, he stated it's a true statement, but he was given permission to do so in my situation.
16 business days to finally get my refund initiated, and that's ONLY because I was persistent and this new kid took it upon himself to make it happen. I'm confident in saying I would still be waiting for a call from the owner today, and who knows how long before he actually would have. I've also been informed that there are folks still waiting on product from last September, and I've talked to a few folks that are still waiting on warranty claims ranging over the past year. The vendor I worked with has stated they won't be doing business with them any more after my experience and others.
I know 4x4Co got big fast, and they came highly recommended, but now after all of this and all of the reports I've been seeing of folks having the same issues, I can't help but question if they took on more than they can handle and are now drowning in backorders and cancelations and are trying to ignore the problem hoping it goes away.
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