Terrible customer service experience with extremeterrain.com

[homebrewer]

I ordered a pinion bearing kit last weekend that was supposed to show up today and was in stock at time of order. The part still shows in stock. I called them to ask why the status is processing still and THEN they informed me it will not ship until august...and that the parts are drop shipped so its not their problem. The customer service rep refused to talk to lead or mgr until i pointed this out...then she left me on hold and claimed the managers were all in a meeting.

Seriously ext ter? These parts are in other kits! You could at least offer a discount on other kits...

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[Badunit]

It seems to be a common problem these days with lots of companies. There have been so many times over the past couple of years where I've ordered something "in stock, will ship tomorrow" only to find out days or more later that it was not in stock and there is no solid date when it will ever be in stock. The good companies will call/text/email you right back if they don't actually have the part. The bad ones drag you along week by week, if not month by month. If it is something I need or want soon and especially if it is something that is hard to find or out of stock nearly everywhere else, I call first to see if it is really in stock and when it will ship and I place a phone order if they'll take one. I am so tired of click bait.

 

[homebrewer]

It seems to be a common problem these days with lots of companies. There have been so many times over the past couple of years where I've ordered something "in stock, will ship tomorrow" only to find out days or more later that it was not in stock and there is no solid date when it will ever be in stock. The good companies will call/text/email you right back if they don't actually have the part. The bad ones drag you along week by week, if not month by month. If it is something I need or want soon and especially if it is something that is hard to find or out of stock nearly everywhere else, I call first to see if it is really in stock and when it will ship and I place a phone order if they'll take one. I am so tired of click bait.

Yes I needed to fix an inner pinion bearing before towing a camper so this is delaying what was supposed to be a 4th of july campout. Luckily I pieced together another order from quadratec but hopefully they're not doing the same thing.

 

[srchingon]

Had similar experience over Memorial Day weekend. Over the phone order, Extreme Terrain told me parts were in stock and would be delivered on Sunday. Are you sure? YES, he told me. Ok, went ahead with the purchase as I was getting everything ready for a 2 week trip to Sedona the following weekend. Parts did not show up until Tuesday. Ok, i'll accept that the carrier may had something to do with changing the delivery date. Due to work, i had to wait until Friday to install the Red Rock Bed Side Rails. Well, the bracket that attaches to the Jeep's frame is welded incorrectly. It has a 3 slot hole pattern, and the plate is welded upside down. OK, I'll accept that Extreme Terrain doesn't manufacture the part.

I call and i finally get through a Sales person as I could not get a customer support to answer, when i finally did, they placed me on hold for more than 15 minutes until someone answered and HUNG UP.

Called again and he said that I had to go through the chat and someone would answer in less than 48hrs. i stated that i was leaving early Sunday morning to Sedona and needed a Next Day shipment from them. too bad, there was no live customer support and i had to go through the chat.

ok, now repeated myself to the person in the chat that I need a next day to replace the Red Rock Bed Side Rails. Chat said, i would have to return my rails in new uninstalled condition within 10 days before she could issue a replacement. i had to cover return shipping expenses.
WTF, uninstalled? i didn't see that the holes didn't line up until i installed passenger side and was working on the driver side.

i asked if i could get credit in order for me to go to a machine shop to get this drilled out. NO. she will issue a full refund for new uninstalled parts after receiving them within 10 business days. it's a 2 week vacation in Sedona and vicinity.

 

[homebrewer]

Had similar experience over Memorial Day weekend. Over the phone order, Extreme Terrain told me parts were in stock and would be delivered on Sunday. Are you sure? YES, he told me. Ok, went ahead with the purchase as I was getting everything ready for a 2 week trip to Sedona the following weekend. Parts did not show up until Tuesday. Ok, i'll accept that the carrier may had something to do with changing the delivery date. Due to work, i had to wait until Friday to install the Red Rock Bed Side Rails. Well, the bracket that attaches to the Jeep's frame is welded incorrectly. It has a 3 slot hole pattern, and the plate is welded upside down. OK, I'll accept that Extreme Terrain doesn't manufacture the part.

I call and i finally get through a Sales person as I could not get a customer support to answer, when i finally did, they placed me on hold for more than 15 minutes until someone answered and HUNG UP.

Called again and he said that I had to go through the chat and someone would answer in less than 48hrs. i stated that i was leaving early Sunday morning to Sedona and needed a Next Day shipment from them. too bad, there was no live customer support and i had to go through the chat.

ok, now repeated myself to the person in the chat that I need a next day to replace the Red Rock Bed Side Rails. Chat said, i would have to return my rails in new uninstalled condition within 10 days before she could issue a replacement. i had to cover return shipping expenses.
WTF, uninstalled? i didn't see that the holes didn't line up until i installed passenger side and was working on the driver side.

i asked if i could get credit in order for me to go to a machine shop to get this drilled out. NO. she will issue a full refund for new uninstalled parts after receiving them within 10 business days. it's a 2 week vacation in Sedona and vicinity.

wow that's exactly the attitude I encountered. There was no attempt to resolve the issue what so ever. Just do charge back. Civil court is not going to gaf about their policies. I'm at that level with them; they told me there's going to be a delay in refund because they have to get the money from the supplier....I "refreshed" their memory on FTC law. Its absolutely out of control.

Its worth noting that extremeterrain calls the customer service agents "gladiator enthusiasts" but they have absolutely no technical knowledge. I get not expecting call centers to have tech knowledge, but I don't understand presenting your service as technical then sending your call to a call center....

 

[James H]

Sorry this happened to you. I've had similar experiences and will never again do business with a company with such poor CS. On the other end of the spectrum, I've had really good experiences with Northridge and Metalcloak. Those guys under-promise and over-deliver.

 

[homebrewer]

Sorry this happened to you. I've had similar experiences and will never again do business with a company with such poor CS. On the other end of the spectrum, I've had really good experiences with Northridge and Metalcloak. Those guys under-promise and over-deliver.

Metalcloak is a 10/10 company absolutely. They will borderline harass you with positive customer service. They will not let you be displeased. Its the only sticker I've put on my jeep.

 

[homebrewer]

Quadratec shipped the parts for delivery tomorrow! Fantastic Quadratec. Thank you for picking up where Extremeterrain has failed.

 

[dmwphoto]

Did extreme terrain at least cancel and credit you back?

 

[homebrewer]

Did extreme terrain at least cancel and credit you back?

Friggin not yet after 4 calls and 3 chats! No email confirmation of a cancellation.

 

[dmwphoto]

Friggin not yet after 4 calls and 3 chats! No email confirmation of a cancellation.

Now THAT sux

 

[JETNC]

The parts world is crazy right now. I used to think global supply chain issues was bs, it isn’t.

It took me a year to get a 24vdc power supply for a customer. Even then, I checked online, saw the company had it in stock, then bitched to the my supplier. At first he said “it’s at another location, not mine”. I told him he could either get it transferred or I could cancel and go to them, as well as my future orders. My customer called me a week later telling me he received it. The supplier never even told me

and customer service is no longer a thing.

 

[Mad Mac]

Extreme Terrain made for a torturous repair on my 1998 Sahara.
But at least they were quick with in-store credits.
The excruciatingly long experience is painfully detailed here
Involuntary Transitioning if you have no life.

 

[RHugg01]

I had a differetnt issue with this same company. I was new to the Gladiator upgrades and found a bumper and winch combination that I liked they had on sale. I also wanted a front skid plate and found one but did not know for sure if it would fit along with the bumper. I called and talked with them and it was even confirmed ( supposedly) with a supervisor that it would fir the Gladiator and with the bumper I had chosen. I made the purchase and went to have the bumper, winch and skid plate installed. When it was ready I found that they were not able to install the skid plate because, not only did it not fit the Gladiator it did not fir with that bumper. I called the company and advised them and they offered to refund for the skid plate upon it's return but when I asked about them paying to have the bumper and winch removed since I would have purchased something else instead I I had know the skid plate would not fit. Of course they had no answer for that. Now I am stuck with what I have. The review I gave was, of course, a 1 *.

 

[Jabtano]

Never ever I mean ever buy from Extremeteraine .....ever!

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