I'm sorry I hadn't found the Ripoff Report BEFORE ordering from Truck Add Ons. It would've saved me a lot of time, trouble, and expense.
I ordered a Truxedo combination toolbox/tonneau cover from them in January. I found the item online, but ordered by phone for their "lowest possible price". The price was great, and I ordered right away.
We waited 3 weeks for delivery and when it got here it was for the wrong truck! Figuring it would be an easy exchange, I called their customer service department to explain the problem. The woman I spoke with first listened to my complaint, put me on hold, and then came back on line to tell me that she spoke with the salesman and his order says that I ordered for an F150. When I replied that we have an F350 and there's no way that I'd order for a 150, I was told again that the salesman said I did.
I asked to speak with a manager. I was transferred to "Randy". I have never, EVER been treated so callously by someone calling themselves a customer service manager. All I wanted was reassurance that the item would be replaced with the correct one, and that I wouldn't have to pay shipping. I was told that I had to fill out a form online before anything could be done. I had already done that, but wanted reassurance that I wouldn't have to pay shipping for their mistake. He said I'd have to talk to the returns manager for that. When I asked to be transfered I was sent to voicemail.
I waited 24 hours before calling again. Again, straight to voicemail.
I called the main 800 number again and asked who was in charge. I was told that was "Larry", but he's probably in Florida. At this point, I told them fine, I'd call my credit card company to dispute the charge. I was told that if I did that, they had no reason to help me further. UNBELIEVABLE!!
Four days later, I finally received an email from the return manager with approval to return the item at their cost. I had it ready and returned it the next day.
It is now 3 weeks later and I've yet to receive a refund for the item. When I called today to follow up I was told that the woman who was the returns manager no longer worked there. I was transferred to the new returns manager who turned out to be the obnoxious "Randy" that I spoke with a month ago. Of course my call went straight to voicemail....
I've gone ahead and put in a dispute notice with my credit card company. I've even called Truxedo to let them know what kind of company they've got selling their product.
By the way- when I returned the original cover/toolbox, I was asked if I wanted them to reorder the correct one. I was told I'd have to wait 4 weeks for it due to Truxedo's backlog. I told them no, I'd order it elsewhere.
To summarize: This is not a quality company. I suppose if I'd ordered online it might have been possible for me to order the wrong cover but I spoke directly with them. When a company blames their customers for their own mistakes they don't deserve to stay in business long.
Please give your business to a company that deserves it. Truck Add Ons doesn't.
