What the heck?

[Hog]

Ordered a sunrider FROM BESTOP for my 21 Gladiator Rubicon. It showed in stock when I placed the order. I never received the email advising shipment.

Waited a week. No email.

Went online and did the email contact with a problem thing, including my order #.

Received email advising due to heavy load, had to call.

Called. Waited in que for aver an hour. Spoke with someone that advised it was shipping the next week.

Next week...No shipment.

First sent the online message again. See above for what I received back.

Called. Used call back (I was #18). No call back.

5 hours later, I called again. I was number 35 in que. hung up.

Called a week later at minute they would be open. 12 in que. Waited it out.

Finally spoke to someone!!!! Asked why they have the online contact system if all it does is send me an email telling me I have to call. Spokesperson stated, he didn't know. Asked for refund.

Refund showed up 3 days later on CC.

I get the problems that supply and demand have, then be honest. Why have an online contact system that does ABSOLUTELY NOTHING but require me to call? Just tell me I have to call and don't waste my time thinking I will get serviced by a method they provide.

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[CJXJJT]

Who did you purchase from?

 

[Bobchadwickga]

I purchased from Bestop directly on 5/23. The order still shows waiting fulfillment. I tried a chat and was told 10 minute wait time for an agent. I had to disconnect after 41 minutes.

I tried calling them 45 minutes into their business day and the message said to call back during normal business hours.

The product gets rave reviews. This is a little disappointing. Perhaps its just because people are off on the Friday before a holiday weekend.

 

[jeepers29]

Just think what CS will be like when you have a problem. I know bestop has a great rep, and I like their products but they have hasd enough time to figure out the new envirornment all companies are working in.

 

[Hog]

Who did you purchase from?

From Bestop. Everyone was the same price so, I went straight to them. Didn't see a problem since it showed "in stock."

 

[punk'n]

I'll keep this brief as I can, even though my interactions with Bestop went on for months and months.

I ordered a tonneau cover from them that they said it was in stock. It wasn't. After numerous calls and emails it eventually gets shipped about a month later..... missing small mounting plates and screws.

Once again, I made numerous calls (extremely long hold times), emails and chats for the replacement plates. This went on for months. I was repeatedly lied to and told that my missing parts "will shipping today" , "will ship tomorrow", are being "pulled off the shelf and prepared for shipping right now". That is literally what they said. Over and over again.

After months of waiting with my tonneau sitting in a box, I made my own mounting plates so I could finally mount and use it. But, I continued my pursuit of the mounting plates. They eventually showed up. I think it was roughly 3 month after the tonneau got delivered.

I left a 100% accurate review on their website explaining what happened. It was promptly removed. Their site says "REAL REVIEWS FROM REAL CUSTOMERS". Well, that means they will happily post only positive reviews.

The funny thing is at one point I get an email apologizing for the delays and offering 15% off another purchase on their website. Why would I buy more from them when they couldn't supply what I ordered?

I would have had no issue if their customer service reps were honest regarding the delay. I know crap happens. But, the fact that customer service repeatedly lied to me is unacceptable. I could care less about whether they have a decent product or not. They pissed me off so much that I will NEVER support them again by buying another thing from them. There are plenty of aftermarket manufacturers out there.

 

[Hog]

Absolutely, I believe this story as possible and most likely dead on accurate. No clue how they stay in business.

 

[CerOf]

@Bestop should probably chime in, make things right.

Y’all’s experiences are terrible. I don’t blame you for being upset.

 

[punk'n]

I want to note that I've customized dozens of vehicles over the years. If I recall correctly, this is only the second aftermarket manufacturer that I've posted a negative experience with. The other one I mentioned was also on this forum.

Its great that these companies want positive reviews. But, in fairness, they should allow any review and then add a response for their side. And, if their customer service is lacking, the customers should be able to know. Honesty goes a very long way with me. Lying.... not so much.

 

[Bestop]

Hey @Hog
Sorry to hear about your experience. I can see how that would leave a bad taste with you. If you'd like to move ahead with the purchase, I'm happy to help as much as I can whether that be having someone from CS reach out to you at your phone number, or whatever else I can help with. Please feel free to shoot me a PM.

Lee
- the Bestop team
www.bestop.com

 

[Little_Feller]

Absolutely, I believe this story as possible and most likely dead on accurate. No clue how they stay in business.

I debated ordering from Bestop and a reseller for a few days, the Bestop rep told me they would ship in 5-7 business days which I felt was an honest answer. I elected to order from Quadratec, who said "in stock and ships same day". I had a similar bad experience with them, ended up having to call, had 2 orders open, etc. but they finally got it cleaned up and said I had one top ordered and shipping out. Mine definitely did not ship the same day, but at the end of the 2nd day I got an email that it was shipping. Estimated deliver in about 5 days, but it arrived in 2 unexpectedly. During all that, I wished I had ordered directly from Bestop instead, but Quadratec ended up coming through. Installed it yesterday, and I would give 5 stars for the Sunrider top itself, it's as good as advertised. Hope you end up with a smoother ordering experience, you will be glad you got the Sunrider!

 

[Hog]

I want to note that I've customized dozens of vehicles over the years. If I recall correctly, this is only the second aftermarket manufacturer that I've posted a negative experience with. The other one I mentioned was also on this forum.

Its great that these companies want positive reviews. But, in fairness, they should allow any review and then add a response for their side. And, if their customer service is lacking, the customers should be able to know. Honesty goes a very long way with me. Lying.... not so much.

I couldn't agree more!

 

[Hog]

Hey @Hog
Sorry to hear about your experience. I can see how that would leave a bad taste with you. If you'd like to move ahead with the purchase, I'm happy to help as much as I can whether that be having someone from CS reach out to you at your phone number, or whatever else I can help with. Please feel free to shoot me a PM.

Lee
- the Bestop team
www.bestop.com

Thank you for taking the time and effort to respond. I have to admit, at this time, I am pretty frustrated that in order to generate, what I believe to be a proper response, I had to post here. I also understand this most likely your first knowledge of the issue. Could you at least address why you have an online contact system that merely sends you an email to call instead?

 

[Prescottmojave]

I ordered my Sunrider Top back in April. The top was received in less than a week. Due to an error on my part I had inadvertently ordered the Black Diamond vinyl. I called Bestop and they quickly shipped out the twill top. There website showed it was on backorder but I received the top in less than a week. Bestop even covered the return freight charges.

I was very pleased at their quick resolution even though it was my mistake.

 

[Bestop]

I have to admit, at this time, I am pretty frustrated that in order to generate, what I believe to be a proper response, I had to post here. I also understand this most likely your first knowledge of the issue.

Hey, I understand and I don't blame you. I'd feel the same. If you do want to give it a shot in the future, you know how to get ahold of me and I'm happy to help.

Could you at least address why you have an online contact system that merely sends you an email to call instead?

All I can say is that we try to open up as many passages as possible for customers to contact us, in an attempt to be accommodating. During extremely busy times we may try to convert some of these other contacts to phone contacts as they tend to be resolved more quickly that way. Not an excuse for what happened to you, but just some explanation since you asked.

Again, I'm sorry for the experience you had and we're actively looking into the issue which is on our end.

Lee
- the Bestop team
www.bestop.com

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