Icon is trash!

Is Icon a sponsor here? I really hope not. I am literally on hold with them right now. They have the worst customer service. I’ve been pushed aside for over a week now on a damaged wheel. They said they’d ship me out a new wheel and send a return shipping label for the damaged one. 2 times I had to call in only to find out they just hadn’t done anything with it. Still wasn’t upset at this point. Was actually happy they were going to send the wheel out so quickly. Then I get an email saying I can’t just get the wheel that they have to charge my card for the new wheel and then they’d do a refund once they got the damaged one back or I can get a small discount on the damaged wheel of about $100 which is about what it will cost to get the wheel repaired so it’s not really a discount.

at this point I’m ticked because I did everything they asked and they have done nothing that they said they would. I call and explain they need to send the wheel the way they originally explained or they need to give me a full refund and I won’t deal with icon anymore. The employee said that they couldn’t do this and that the manager was out yet he had just said the manager told them they had to charge me.


I get ahold of the manager and they say the same thing and that they can’t do anything, continually he would cut me off and talk over me and then say he won’t talk to me if I don’t calm down and talk to him in a decent manner, yet he’s the one that was talking to me in this way. My guess is he is mad because I did yell at the lady(his employee) on the phone when she said the manager wasn’t in and that they would get back to me, I was mad because they had yet to get back to me ever and I had to call in every time. However when talking to Fred the manager I wasn’t yelling or anything other then having a stern voice. Sorry he’s such a jelly fish that he can’t handle this. So he hangs up. I call back and he still states that he’s doing everything he can to make me happy, which I explain to him he’s doing the absolute bare minimum he has to. I told him I want a full refund and no shipping cost to me since he admitted his employees made a mistake, or I should say he said if what I am telling him they did then it was a mistake which I have emails showing they did, yet he still wasn’t going to do anything.


Then I explain that I had planned on buying the icon suspension for my truck but now after dealing with them I don’t want to. He explains that if I’m making suspension decisions based on customer service then I’m dumb. He may not get it but YES I very much do make my decisions on spending my hard earned money on how a company treats their customers. Apparently Icon thinks their customers don’t deserve to be treated with respect because Icon is simply the best(my words not theirs by the way). Though that’s how Mr Fred acts.

I finally say can’t they just send the return shipping label and when they get the wheel they can ship me the new one at no cost? He says oh yeah we can do that, after I have been on the phone dealing with them for over an hour and this “manager” finally says ok we do have another option.

Long story short I’m never buying Icon again.

I thought about selling the wheels but that doesn’t do anything. Then I thought maybe just trash them, still doesn’t do anything. So I’ve decided once I get my wheels on I’m going have my GF make me some vinyl stickers to go on the wheels that say “Dont buy Icon! Icon is Trash”. I’ll roll around with that and post here and on instagram and anywhere else I can. Plus that will be fun.

 

Icon living up to their passed some things don't change.

 

Yep

 

Sounds really shitty OP, sorry your having a bad go of it. Bright side is your wheels will probably sell pretty fast on this forum so you can get something else.

Situations like this are why I have started liking my stock steelies more and more. They can take a beating, get damaged or curbed, i dont care since i can replace them for a 100$ on a moments notice lol.

 

That’ll show them!!!

 

I really thought this would be a good experience, I didn’t really look into the company much just see a lot on social media about them. So just thought should be a decent company.

I will never buy icon again purely based on my discussion with Fred the sales manager alone.

 

Honestly I don’t think it will even matter to them. Sounds like they care about the initial sale but that’s about it. So if my posts don’t make any impact on that it will do nothing.

And hey if my wheel wouldn’t have been damaged I would have never had a reason to call them, so as long as you get the product right the first time you’ll probably have a decent experience with icon.

 

I didn’t know they had issues. I didn’t look and that’s on me. Hopefully this will at the very least help someone make their decision on who to buy from.

 

@Icon_Adrian

 

Their past when they were called donahoe racing isn't very good either. After that IMO their products don't last as long as they should for the price

 

Agreed. I do not worry about my steelies. Because I don't worry nothing bad happens to them.

 

Its a beautiful thing.

 

Unfortunately I don’t have factory wheels. Bought my truck with after market wheels already. They look good but the offset isn’t right for trying to fit 37s.

 

Wish I would have checked here before ordering. Lesson learned.

 

I dont know if it would have helped you much just because of the sheer volume of members on here that use Icon products and swear by them.

 

Yeah maybe not, like I said above too if the wheel didn’t get damaged I wouldn’t have even know about their customer service, or lack of it. So in a way I’m glad I found out on a relatively cheap product like wheels. Not a full suspension system.

 

Ask for Adrian. Place is like 10 mins from my house

 

Stickers on wheels that are rolling around are kinda hard to read.

 

Instagram pictures and forum pictures can be read plenty clear and usually will reach the targeted audience better anyway.

 

yeah with wheels at least they will still function correctly but with suspension, it could be alot worse of an outcome.

 

They aren’t the only company that charges you and then refunds once they get the return. Icon customer service has always been good to me, but I don’t call and yell at them.

 

I actually never yelled at Fred the manager but I did get mad at the First Lady I talked to. Honestly though it’s not like I was cussing her out, but she could definitely tell I was mad.

 

How did the wheel get damaged? Was it icons fault or yours? I can’t tell or I just missed it.

 

By all means, do your thing if you really only see from your own perspective.

 

Not saying that your anger isn't justified but I have found that getting pissed and raising your voice with CS reps gets you nowhere. Best thing to do when you start getting pissed is to say something like "look, I know you're just doing your job and I'm not trying to take this out on you but" and then you can go off a bit and they won't take it personally.

Of course, you could very well have done that with the first woman before you got pissed but I'm just saying.. When it comes to owners or managers who won't help, then it's a different story.

Anyway, thanks for sharing. I'll probably be staying the hell away from them because of this post.

 

Sorry it was damaged in shipping. I still have all 4 wheels in the original boxes in my garage.

 

Yeah I’m not exactly proud of how I talked to the First Lady hence why I calmed down with Fred. Though sometimes you have to get loud in order to get things done also. Not saying that’s right or wrong just a reality. Normally I start off friendly until I hit a wall and can’t go anywhere.

 

What’s the other side? Am I in the wrong?

 

The place of business side. As stated by someone else also. This is not the only business that simply asks you to return the product and then issues a refund when they receive your return. You simply order another rim now, and return the damaged item. You might be out a few hundred bucks for less than two weeks. BFD! Think about if you are in business, what incentive would there be for a consumer to return a product that was already refunded? Not saying, it doesn't suck, it does. However, both seller and buyer have a dog in the fight, so it is best to look from more than one perspective before going with the scorched earth thermonuclear reaction.