RealTruck Stole My Money

TLDR: RealTruck strung me along for months on a bed cover return. Once I returned it, they kept my money and refuse to issue me a refund.

I purchased an Extang SolidFold ALX Bed cover for my 2021 CrewMax for a little over $1,000 in November 2024. I installed meticulously per the manufacturer’s instructions. I let the seals break in and then retorqued the bolts to ensure that everything was seated properly. Nonetheless, the cover leaked profusely due to manufacturer’s defects (in between trifold panels) and from design defects (from the seals that meet the bedcap) which caused a load of Christmas presents to get soaked.

The first time that I was able to speak with a RealTruck rep on the phone, they said that they would accept the return and would be sending me a shipping label. I didn’t hear back from them for several days and tried to call several times but their wait times are astronomical. A week later I received and email that my return had been denied.

At this point I opened a dispute with my credit card company because I did not know if I would have to time to spend hours waiting on the phone and arguing my claim with RealTruck. But I figured I would try to call again.

The next time that I was able to speak with a RealTruck rep on the phone, they forwarded me to the returns department where they told me that they could not accept my return because it had been installed. After going back and forth and me explaining that their website clearly states that this bed cover “prevents moisture intrusion from any angle, keeping your cargo clean and dry” and that it was defective, I finally asked if they could request an exception. Although they were very resistant and had argued with me to exhaustion, they said that they would check with a manager and get back to me. They did not get back to me. I had to call them.

The next time that I was able to speak with a RealTruck rep on the phone, I spoke with the same returns rep. They stated that the manager approved the return and they sent me a label by email. After that, we had some sickness hit our household, so I wasn’t able to send the return for 2 weeks. During that 2 weeks, they sent me 3 emails asking me to hurry up and told me that my return label would expire if I “didn’t use it in the next couple of days”. I sent the return.

Two days after I shipped the cover it was delivered to RealTruck and Jan 22. On that day I received an email that said they had been informed by their accounting team that I had opened a dispute with my credit card company and they are “unable to issue a refund until the dispute is considered resolved by the financial institution”

Now they have the bed cover and my money.

So I initiated the cancellation of the dispute with my Credit Card company. It took quite a while for my bank to execute the cancellation. They finally cancelled it on Feb 20 2025.

The next time that I was able to speak with a RealTruck rep on the phone, I spoke with the same returns rep. She stated that there was nothing that she could do and that she could not refund my money. That it’s up to the banks to figure it out. I explained to her that I cancelled the dispute as she requested and It is now showing cancelled on my end. She stood firm and said there is absolutely nothing she can do.

They stole my money and kept the bed cover.

 

I hate this kinda nonsense! Had a similar issue with etrailer returning some camper tie down brackets. "guaranteed to fit my 2018 tundra" but definitely wouldn't work with any double walled beds like ours because it needed to rest on the inside wall. Return shipping cost almost as much as the damn product, then I had to pay a 40% restocking fee. End of the day I was out almost $700 and my camper is held down with friggin ratchet straps.
From the on if I can't do business face to face in brick and mortar Ill just save my money. Amazon excluded because they make returns ridiculously easy.

 

@Tundra family They are by far the worst company I have ever dealt with. A nightmare to deal with the endless wait times, the arguing, then of course the theft. I just don't understand how they can keep my money. It's illegal.

 

It's the "there's nothing I can do" that seriously bothers me. That and the "it will be 7-10 business days"
They didn't wait 7-10 days for me to pay them, why should I wait for my refund.

 

Bump to see if anyone has ideas on how to get my money back.

 

Reopen the credit card dispute of the charges

 

Reopen the dispute and file a BBB complaint. You can file the complaint online. Their customer service sucks for sure. I had issues with them and ended up throwing a $900 product in the trash. I don't think their rep here has even been active lately.

 

Call back and escalate…you need to insist on speaking to the boss of whoever tells you “there’s nothing I can do”.

Absolutely file with the BBB, and reopen your credit card dispute.

I hate this kind of stuff so much.

 

Don't we have a real truck employee that monitors our forum regularly? Have you sought out their help?
@RealTruck

 

His last post was a month ago.

 

Roadtrip.

 

As a vendor who deals with credit card disputes… it can take forever for them to actually reverse it once they are reversed. Your bank may have it reversed but it can take a few weeks for it to show on the vendors end.

On with the torches and pitchforks!

 

The point is that it never should have gotten to that point; they should have agreed to the return given the circumstances

 

Is this because she was not showing the dispute as cancelled on her end?

I mean, I will never do business with them, but this would kinda make sense.

 

CC dispute, might take a while but save all your info and go after them.

 

Looking at their profile activity they've been online today, and seem to be on pretty regularly liking member posts. @RealTruck is a full forum vendor so hopefully they pop in here and don't just ignore this thread.

 

Hey your product is actually on my list to purchase hopefully sometime soon! That makes sense but my CC company told me that RealTruck could refund the money at any point and the dispute would then be nullified and everything would be settled. They are just choosing not to do this.

 

Well... my CC company told me that RealTruck could refund the money at any point and the dispute would then be nullified and everything would be settled. But they are choosing not to do this. And questioned the RealTruck returns employee to exhaustion and not once did she say "as soon as it shows cancelled on our end then we will refund your money". She just kept repeating that "it is up to the banks now and we can't issue you a refund".

 

They should not be a vendor here.

 

Good observation. I hope they chime in.

 

I’m actually surprised by the problems you are having. My experiences have been quite the opposite. When I had my Silverado I bought $250 nerfbars, after a few months both started to rust from chipping the paint. I called and asked about them and they said they were covered under warranty. I said I wanted something better and asked what they could do on a pair of NFabs, they sold me a $650 set for $400. I told them I didnt need the one set warrantied, but a few days both sets showed up.

When I ordered my tonneau cover for the Tundra I could not get it to fit per the instructions. Turns out they sent me a cover for a newer Silverado. I told them I disliked the finish, too coarse and looked like water drops, that cover was $550. The rep helped me land on the MX4 through her own usage of one and she discounted that like $100 or so. The Nfabs I have on the Tundra they also discounted after I asked if they could provide any sort of discount for a repeat customer. I would definitely use them again.

 

They gave me a discount on my cover and shipping was fast. After that, it all went downhill. I was very kind and respectful with my communication. In the most recent conversations, I had to be firm and persistent but still respectful.

For a living I have to deal with tons of commercial suppliers, retail suppliers, and contractors. This is the worst company I have had to deal with.

BBB and truck forums are riddled with poor reviews like mine.

 

The shit part, the part that sucks the fattest part, is that they have most likely seen this and haven't even bothered to respond in any way. Not even so much as a "fuck you bubba"

That's all day bullshit if you ask me.

 

They can return your money as a good faith gesture. I for one won't do business with them given your experience and I vote to remove them as a vendor from this forum if they can't conduct fair business. The world is full of ripoffs and I am sick and tired of them. Remove them like the plague.

I will try this in the following order:
1. Escalate to a manager and ask them nicely to use common sense or give them an ultimatum that you will go the credit card dispute route again.
2. Reopen you CC dispute again as you have every proof the item was returned timely as per their policy. Make sure you fill out the disputer properly with all the evidence as these fockers know exactly how to beat the system against you. Ask me how I know.

 

This is definitely not the experience we expect for anyone, and I completely understand your frustration. I apologize for any inconvenience this may have caused. Feel free to email me your order information, I'd be happy to take a closer look at this for you.

 

Once the bad taste is left by a company, it will never go away. I'm still pissed about throwing a $900 product in the trash.

 

Let’s see how they intervene ; I am happy that the company responded and is going to investigate. Shouldn’t have come to airing grievances on the forum but I am willing to see if they make it right. We only got one side of the story after all

 

Sent