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Absolutely Done with RealTruck

Discussion in 'Vendor Reviews' started by TheLordwoulddriveaTundra, Sep 21, 2022.

  1. Sep 22, 2022 at 7:52 AM
    #31
    nrm91

    nrm91 New Member

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    35/11.5/20 Toyo AT III's
    Just to share another positive experience. I have placed 2x orders from @SantanaRealtruck. First I ordered a Bakflip MX4 and it arrived within a few days and was all good except the back corner plastic covers. I contacted them and they sent replacements that arrived about 4 days later. This was not RT's fault either, the box was in good shape, probably just broken during early shipping or something. The second, I ordered 4x Toyo AT III's....they were delivered in 48 hours, which was crazy fast. No issues on them at all. I'll definitely be ordering more stuff through them.
     
    zonehenge and Boerseun like this.
  2. Sep 22, 2022 at 8:09 AM
    #32
    Tundra234

    Tundra234 New Member

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    With mine concerning the grille, I will email the manufacturer and let them know that their POS product will be coming to them cut up in pieces with a thank you not for wasting $800 and telling me to bend the brackets. They can get bent!
     
  3. Sep 22, 2022 at 9:04 AM
    #33
    Donas

    Donas New Member

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    Granted, poor customer service reps can be found everywhere, but with some of the posts on here, I can see why some get poor customer service and others don't. "The customer is always right" only goes so far if you treat people the way some of you are posting! Some people need to grow up and realize mistakes happen. Even if the service doesn't go my way, I never see a need to curse, call names etc. I feel good being the bigger person; I guess I passed the stage of temper tantrums making me feel better 50 years ago.

    I'm not referring to anyone specifically, if this ruffled your feathers, it must be you.
     
    Beach Toy and Boerseun like this.
  4. Sep 22, 2022 at 9:23 AM
    #34
    Tundra234

    Tundra234 New Member

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    Every case is different but if something is custom ordered and takes 4 month to receive, bending the brackets to make it work is not the right answer. The fitment caused too many stress points.

    Anyway.....I ordered a front bumper for my 2nd gen from RC. They said that it would not bolt up. I told them it will, and that the body lines would be slightly off. He insisted that it would not fit. I installed it, sent pics, and they had the nerve to say it was photoshopped. Needless to say that their CS sucks too.
     
  5. Sep 22, 2022 at 10:09 AM
    #35
    99ways2die

    99ways2die New Member

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    Thanks for responding here to everyone's concerns (PM sent).
    Glad to see you guys looking into this, and credit for engaging live on the forum, as we both know how this can turn out at times.
    I have assumed the mistake is on EGR's side, placing wrong model visors the "smoked" boxes, so thanks for looking into these orders for us.

    ...and when I wrote "Get your sh** together guys" I meant EGR. How can they launch a product w/o even a mention on their very own site?
    This is worse than Toyota listing "auto -dimming mirrors" but all of our trucks have only ONE! LoL
    Looking forward to a satisfactory (and timely) resolution.
    Thanks.
    -99
     
    Last edited: Sep 22, 2022
  6. Sep 22, 2022 at 11:34 AM
    #36
    SantanaRealtruck

    SantanaRealtruck New Member Vendor

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    We have our update from the EGR Quality team and it looks like the part numbers they had listed were incorrect.

    EGR has corrected the issue; the correct part numbers are below.

    EGR-575401 - 22 Tundra CrewMax, Slimline Dark Smoke
    EGR-575405 - 22 Tundra CrewMax, In-Channel Matte Black

    Please except our apologies and were updating our site now!
     
  7. Sep 22, 2022 at 3:06 PM
    #37
    99ways2die

    99ways2die New Member

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    Thanks for the update and taking care of us.
    Looking forward to receiving the correct replacements.

    -99
     
  8. Sep 22, 2022 at 4:03 PM
    #38
    JRD

    JRD New Member

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    I had placed an order for the matte black item a couple of hours ago. I saw this post and immediately called RT customer service to make them aware and to change my order to the correct number. The rep was less than cooperative and could not or would not make the correction. Order was cancelled. I guess I can live without them or wait until another vendor has them available!! Really poor customer service. Was trying to save a mis-ship / return of incorrect item. Shame on me!?!?
     
  9. Sep 22, 2022 at 4:48 PM
    #39
    Mr Badwrench

    Mr Badwrench New Member

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    I think awful service and mistakes are par for the course these days, just don't expect a discount due to their flaws.

    People are devolving, I swear.
     
  10. Sep 22, 2022 at 7:15 PM
    #40
    Donas

    Donas New Member

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    That's a real shame to hear the continued examples of poor service from Realtrucks. I wonder when/why the paradigm shift occurred? Maybe improper training of new hires or just hiring whoever they can get to show up for work now days.

    Santana, I know you read all these posts. How much clout do you have? Is this something you can address with management? Can't help but wonder how widespread the problems and what customer base is being rapidly lost.
     
    Last edited: Sep 22, 2022
  11. Sep 23, 2022 at 6:45 AM
    #41
    SantanaRealtruck

    SantanaRealtruck New Member Vendor

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    Unfortunately once an order is submitted and paid for we cannot change the part number since a purchase order has already been sent out to the manufacturer, but we would be more than happy to review the ticket that has been submitted and get it resolved. Just shoot me a PM with your order number or email.
     
  12. Sep 23, 2022 at 6:55 AM
    #42
    SantanaRealtruck

    SantanaRealtruck New Member Vendor

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    Yes management is aware of the issues and while we have some great customer service reps, we know that not all of them are always willing/able. And some of it is because of a failure in the way the customer service processes are defined. We are continuously working on creating a better experience which is why I get involved and directly handle a lot of the issues that get brought up in the forums.
     
  13. Sep 27, 2022 at 11:44 AM
    #43
    99ways2die

    99ways2die New Member

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    Quick update:
    RT sent and I just received the correct ERG visors.

    Thanks again for quick fix/turn around.
    -99
     
    SantanaRealtruck likes this.
  14. Sep 27, 2022 at 7:31 PM
    #44
    galacius29

    galacius29 New Member

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    for what its worth, i've had nothing but a positive experience with RT. I've ordered a retrax cover and running board and both items shipped pretty much same day with delivery within a day or two of shipping. Their forum discount is also great, going through Santana. Hope you all get a quick resolution.
     
  15. Sep 28, 2022 at 10:38 AM
    #45
    Mchalk13

    Mchalk13 New Member

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    Wish I would have known about the forum discount before I ordered a bed cover.
     
  16. Sep 29, 2022 at 7:18 AM
    #46
    roboots21

    roboots21 New Member

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    Still patiently waiting for the Double Cab ones!!
     
  17. Oct 16, 2022 at 1:30 PM
    #47
    jasondrum

    jasondrum New Member

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    Just throwing my experience in here for others to see. Santana was super quick and helpful with a discount quote, and shipping was lightning fast. The MX4 cover was very damaged and missing alot of pieces when it arrived. Santana was again very helpful and got a replacement going quickly. I got the replacement today but parts and numbers didn't match and I finally realized that the original that was sent wasn't even the correct version (it was for an F150). I then noticed the new box was in real good condition with plastic banding compared to beat to hell, covered in shipping tape, and even previous shipping labels covered up. Not only did they send me the wrong product to begin with, it was a previously damaged return. The new one does look great, so hoping install goes smoothly, but they won't be getting more of my money.
     
  18. May 25, 2023 at 9:05 AM
    #48
    Jarrow

    Jarrow New Member

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    I placed an order, said the shipping was going to take nearly two weeks. I canceled the product and then miraculously it gets “shipped” before they process the cancellation, but still going to arrive in that two week period.

    I think what they did was get a shipping label going to avoid cancelling it once they got the cancellation request.

    Frustrating that I now have to do and RMA and go through that process. I don’t think I’m going to deal with them again.
     
  19. May 25, 2023 at 9:13 AM
    #49
    Tundra234

    Tundra234 New Member

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    Yep...I wasn't impressed with them either.
     
  20. May 25, 2023 at 9:16 AM
    #50
    bjohnson425

    bjohnson425 New Member

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    I have ordered from them multiple times and never had an issue.. I am about 45 minutes away from one of their larger distribution centers tho so not sure if that has anything to do with it? The only time I did have an issue was because they double shipped my order so I ended up with 2 tonneau covers. I let them know and they told me to keep the second one, which I sold so essientially got mine for free.
     
  21. May 25, 2023 at 9:50 AM
    #51
    SantanaRealtruck

    SantanaRealtruck New Member Vendor

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    It sounds like your order was coming directly from the manufacturer and they provided us an inaccurate ship time for the product. Without being able to look at the ticket, I would assume that when our customer service team reached out to cancel the order that the manufacturer replied back with the tracking number. I can assure you on our end we do not ship out orders to avoid a cancellation because it costs us more money in shipping to get that returned then it does to cancel the order and refund a customer.

    If you have any questions in the future about stock or lead times I would be happy to provide that information!
     
    ryanwgregg likes this.
  22. May 25, 2023 at 9:55 AM
    #52
    Tundra234

    Tundra234 New Member

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    Several manufactures must have that issue. It took a couple of months to get the T-rex grille that I ordered and the fitment was horrible. Their fix was to bend the tabs. That is not acceptable for something that was over $800. I still have that unusable POS sitting in my garage.
     
    ryanwgregg and Lake.Life24 like this.
  23. May 25, 2023 at 10:32 AM
    #53
    Jarrow

    Jarrow New Member

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    Maybe it was a mistake, I just find that its a real coincidence that the shipping took place within hours of my cancellation and that’s after I spoke with live chat and they told me it wasn’t shipping out until May 29th -June 3rd.

    I placed an order through Summit for the same product and its arriving Friday the 26th. If it is coming from the manufacturer, they’re really making your company look bad and losing you customers.
     
  24. May 25, 2023 at 10:50 AM
    #54
    Jarrow

    Jarrow New Member

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    The tracking just says “label created” and hasn’t been picked up by FedEx, which further proves my hunch that it was created just because I wanted to cancel.
     
  25. May 25, 2023 at 11:10 AM
    #55
    2mchfun

    2mchfun Yeah it'll pull it, just don't expect to stop!

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    I had a similar experience with my rear bumper order. Order was pushed out like 3 months. I requested it to be cancelled. Next morning, bumper was delivered to my driveway when I wasn't there to accept or deny. I was quite pleased! Overall I have had many good experiences with Realtruck.
     
  26. May 25, 2023 at 11:16 AM
    #56
    Jarrow

    Jarrow New Member

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    LOL! I had a similar problem with ordering side steps through them. I ordered double cab instead of crewmax steps and tried cancelling almost immediately after making that mistake and they said they had already been shipped.

    I guess cancelling an order at RealTruck is the secret to fast shipping! :rofl:
     
    2mchfun[QUOTED] likes this.
  27. May 28, 2023 at 5:26 PM
    #57
    Jarrow

    Jarrow New Member

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    They just sent me an email asking me about why they haven’t seen any updates on the order I’m returning.

    Because I haven’t even received the order yet! Still not arriving until the 30th.
     
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