Real truck experience

[Gladdy]

Going to be a bit of a story here. Last year I bought a set of 4 method wheels from real truck. Was told on Friday they were in stock and I paid. Received PM here on Monday saying they were on back order now that they we’re processing my payment. No biggie, told them to cancel and I’d order elsewhere. Next day the wheels showed up at my door after I went somewhere else and bought other wheels. Took weeks to get that straight. Fast forward to last week. I thought ok just a mistake, it happens. I need wheels for a wrangler me and the wife are building. Contacted them again and paid immediately as I need them by end of this week, guaranteed in stock they say. Paid immediately and it showed up Saturday. Problem is they showed up to an address that is 5 hours from my house! Contacted them immediately and they say they are creating a ticket and that department is closed to Monday. Well I’m behind the eight ball now. I pay a guy I know that’s in that area 100 bucks to drive 2.5 hours to meet me with wheels. Never received any contact from real truck on Monday. I call them, customer service rep says she is going to speak with supervisor about doing something to help me out. Didn’t hear back so I called again today. Rep said sorry your just out that money. I could have lied and just said I didn’t receive, cancel my order, and said I didn’t know what happened to that wheel. I’m not that guy so I tell them what happened and gave them the opportunity to correct it. I’ve had business with them twice and both have been a disaster. Just letting others know.

Sponsored

 

[Gladdy]

@RealTruck

 

[dmwphoto]

good to know!

 

[RealTruck]

I do apologize for this issue and did admit it was fully my fault

But let us go back to the first issue on the set of 4 wheels that you had ordered from us. At the time of ordering yes these wheels were in stock at the time I put the order together and had sent you the payment link via PayPal as requested. By the time you had paid it I had left for the day and since it was paid via PayPal the deposit had to be manually transfered to the sales order which was done on Monday as soon as I got into office. You reached out to check on the order which at the same time I discoved they were no longer in stock and were not happy which I could understand and we were working a solution to try and get this taken care of. Once we decided that there wasnt a proper solution that we could come up with I did offer to put in a cancellation and get you the money refunded, it was at that point in time after submitting the cancellation request that the dealer reached out and let us know these had already shipped and cannot be simply cancelled they would have to be refunded, we offered to return them for you at no charge but instead we came to an agreement and you received a $200 refund 2 days after the wheels arrived for the inconvenience from what had happened.

For the most recent issue. As I stated in the PM I had sent you I take full responsibility for shipping to your old address, I am still unsure of how the system reverted to the old address but that is neither here nor there and I admitted that was a mistake I should have caught but I am a human and mistakes happen. I also told you yesterday when I was made aware of this issue I would get this taken care of for you and get the wheel picked up and resent to the proper address or even get an entirely new wheel sent out to you at no additional charge. You reached out to me and our customer service on a Saturday when neither of us were office with this issue. We could have even rerouted the package during shipping once you received the email with the receipt or the tracking. Without waiting for us to go through the proper channels and proceedures that we are required to and would have resolved by end of day yesterday you decided to pay someone $100 to go and pick up the wheel for you already. If given the chance we could have easily retified this mistake but you chose to handle it yourself.

Again I do apologize for this issue and the invonvenice you went through

 

[Gladdy]

Yes I did handle it myself because as stated I’m on a schedule and unfortunately it’s my schedule not your schedule. And mistakes do happen. However it has happed 2 times with y’all and that’s both times I ordered. I don’t check email and tracking religiously as I have a full time 70 hour a week job. Secondly it’s not job to check tracking, it’s y’all’s. That’s why I pay a profit to y’all’s company, again it’s not my business. I’m on a schedule of home 3 days a month, and can’t depend on y’all getting it to my house on time after wrong shipping. That’s exactly why I reached out to a friend. Getting the wheel on my time after y’all dropped the ball was my priority, and knew 100% going in I may have to eat that 100. However I did give y’all from Saturday to today to do anything to make up for it. Instead was told to bad. And that may be acceptable on your end but it’s not on mine. Not going to debate semantics of what happened. Fact is I had 2 orders with y’all and both times it was a mess. Simply putting out what happened so people can make their own judgment if they want to do business.

 

[22EcoDs]

Can't really fault the company for being closed on a Saturday / Sunday. Some would say at 70 hours a week you're overworked to the point of not following up on your own orders then throw more money at the problem. Plenty of us here have had good deals and experiences with realtruck. Some would say they contributed to the forum more than you have since June 2022. ? Sounds like they wanted to make it right...

 

[Gladdy]

Can't really fault the company for being closed on a Saturday / Sunday. Some would say at 70 hours a week you're overworked to the point of not following up on your own orders then throw more money at the problem. Plenty of us here have had good deals and experiences with realtruck. Some would say they contributed to the forum more than you have since June 2022. ? Sounds like they wanted to make it right...

And I never said they didn’t contribute to the forum. Just stating facts with 2 orders I had with them. Again I sent my address in PM along with email to get invoice sent. Paid with PayPal which sends my address with payment. And your 100% correct, I did throw money at it to get the wheel then as I’m home 3 days a month and have to run on a tight schedule. I’m not trying to make anyone’s decision for them. I’m just stating 1000% what actually happened and if you want to order from them by all means do so. However I’m on such a tight timeline I can’t afford the time of 2 mistakes. And it’s probably more along the lines of 80-85 hours a week ?‍?Cheers

 

[dmwphoto]

your tight schedule seems to have you a little high strung. I understand a tight schedule but not everything can revolve around and resolve to that all the time. Sorry you had the troubles.

 

[Gladdy]

your tight schedule seems to have you little high strung. I understand a tight schedule but not everything can revolve around and resolve to that all the time. Sorry you had the troubles.

Lol I’m sure I’m a little off with so much work, just chose when the kids got grown to change my business and work at it in a different angle to retire at 54 vs 65. And I do agree everything can’t work around my schedule. After all it’s my choice and not real trucks problem that I work like I do. In honesty this post wasn’t meant to mean that. Maybe it came across as such in typing. What had me worked up was 2 orders and it was messed up both times. Don’t wish @RealTruck any malicious intent. More or less stating if you need something to be 1000% know what you may experience. Given more time I’m sure they could have remedied the situation, however being on a Saturday and not hearing back before 1 pm Monday I had to make a choice and I did. My schedule unfortunately dictates my time right now and it’s by my choice only. ?

 

[dcmdon]

I can't fault RealTruck for anything they have done.

I can fault them for not coming up with a better process for ordering things through this forum. I bought something from them and the process was smooth, but I believe it drop shipped from the manufacturer.

RealTruck has a manual process that seems to have holes where stock isn't reserved until the rep from this forum essentially re-keys the order in and the customer then pays after receiving a payment link.

It would be better if a system was devised with perhaps a single use coupon code so that the forum member could enter their own order at realtruck.com and receive the forum discount.

They would then benefit from real time stock info and all the other things that a modern e-commerce platform brings to the purchase.

***Update - I just checked how my order worked. RealTruck sent me a link to an invoice that I paid and the item shipped.

My guess is that the inventory isn't reserved until the item is paid for. So there is a gap in time where the order can be cut but the inventory not yet reserved.

There are 2 solutions.
1) Reserve the inventory when the order is created - this kind of sucks because if the customer doesn't follow through with the order, someone has to manually free up the inventory. I don't know what percent of orders don't fully complete. But that would be a criteria in deciding if this is a satisfactory solution.

2) Re-check inventory when the customer clicks on the payment link and change the order to a back order (flagged and possibly require customer to check a box acknowledging they understand its a backorder) if inventory isn't available. - this will require more coding changes, but is a better solution.

Sponsored