1. Welcome to Tundras.com!

    You are currently viewing as a guest! To get full-access, you need to register for a FREE account.

    As a registered member, you’ll be able to:
    • Participate in all Tundra discussion topics
    • Transfer over your build thread from a different forum to this one
    • Communicate privately with other Tundra owners from around the world
    • Post your own photos in our Members Gallery
    • Access all special features of the site

SDHQ Offroad

Discussion in 'Vendor Reviews' started by Tracker, Jul 25, 2018.

  1. Aug 4, 2018 at 9:53 AM
    #61
    What the!?

    What the!? New Member

    Joined:
    Feb 24, 2018
    Member:
    #13121
    Messages:
    202
    Vehicle:
    2017 Pro
    I ordered sliders on Sat 6/16. I added ABS guards to the order so they ended up shipping the sliders and guards on Thurs 6/21. I had to pay extra for the forklift fee to my residence which I didn’t mind.

    SDHQ said it would arrive on Tues 6/26 since it was going from AZ to CA via Dependable Highway.

    I took Tuesday off work expecting a call that day since that’s when I was told it would arrive. Waited until about 1pm that day and called them since the tracking showed they arrived at the shipping hub an hour away at 3:46am Tues morning.

    Dependable Highway told me that it definitely could not be delivered on Tues but they would send a message to their shipping coordinator and have them call me back. 5pm comes and goes and I don’t hear anything from them. I call back again and they said they have gone home for the day and they would call me back in the morning.

    Wed comes around and I call first thing in the morning. Their dispatcher says the day’s delivery schedule is already full so they can’t make it on Wed. I wasn’t able to get Thursday off so I scheduled it for Friday. They said they would deliver it between 12-4pm on Friday. The scheduler said the driver would call me an hour before arriving.

    My boss let me take Friday off so I wait. 3pm rolls by and I don’t hear anything. I call Dependable Highway and they told me they didn’t have any drivers coming my way so they wouldn’t be able to deliver it. WTF. How about a phone call?? How about a heads up?? I was fuming. I told them my situation about how I had already taken two days off and my boss wouldn’t let me take anymore time. I was this close to just canceling the order and having them send it back.

    The customer service rep on the line was trying to help me all she could, but bottom line was that they weren’t coming out. They could only do will-call, but only if the shipper would send an authorization to release. I called SDHQ and they were helpful with getting the release send to Dependable. Keep in mind this is now around 4pm on Friday. I told SDHQ that if this wasn’t cleared up then I would have to return the item because I couldn’t take anymore days off to wait for the shipping.

    I drive down to Dependable’s hub which was an hour away. As I get there, I called Dependable one more time to make sure the release was received and I was clear to pick up the item. They told me even though I bought it from SDHQ, they weren’t the authorized shipper and Dependable couldn’t release it.

    I called SDHQ back and told them the situation. They called American Group and had them send the authorization to Dependable.

    I walk through the door of Dependable and the guy was just getting off the phone with American Group and I was cleared to pick up the sliders/guards. I was able to borrow an SUV big enough to hold the sliders and I had to leave the pallet at Dependable.

    I called SDHQ to see if I could get a partial refund on the shipping since I had to pay for the forklift cost (which never happened) and delivery to my home (which never happened). They told me it was out of their hands because it was the shipping company’s fault. They said they would see what they could do and let me know. I haven’t heard back from them. No apology from either SDHQ nor from Dependable.

    I could have made a stink about it but ok I get it. Whatever. I ate the delivery cost I paid for. I was hoping maybe a shirt or hell, even stickers since I didn’t even get those in my package. Nothing.

    So there’s my story. I have mixed feelings. Great product, but the logistics stunk. Take it for what it’s worth. Seems like other people had good experiences. Mine wasn’t so much.
     
    ChrisTRDPro, Sas and Sunnier like this.
  2. Aug 4, 2018 at 10:27 AM
    #62
    Sas

    Sas Humor is everywhere

    Joined:
    Jul 16, 2018
    Member:
    #17087
    Messages:
    4,418
    Gender:
    Male
    First Name:
    Jason
    OKC, OK
    Vehicle:
    '17 SR5 CM TSS 4WD MGM 5.7 FF
    Lost track after #1.
    Wow, that SUCKS! You try filing a dispute with your credit card company for a partial refund? I had to do that with a crappy retailer a few weeks ago. SDHQ should be giving you the refund and dealing with the shipping company themselves. Not cool. This makes me lean much more heavily towards going with the White Knuckle sliders. Putting Dependable Highway on the blacklist for shippers.
     
    Sunnier likes this.
  3. Aug 4, 2018 at 11:10 AM
    #63
    Erichudgins

    Erichudgins New Member

    Joined:
    Apr 19, 2018
    Member:
    #14593
    Messages:
    2,302
    Gender:
    Male
    First Name:
    Eric
    Murfreesboro, TN
    Vehicle:
    2017 Super white Limited DC
    https://www.tundras.com/threads/the-un-limited-build.25949/
    Guys I've worked in logistics for a long time. This is in no way @sdhq_offroad fault. I've ordered alot of items that have came freight. From a ton of different companies.. and I've had trouble with all of them. That being said, your "estimated" delivery date is all they have to go off of. This is completely on the delivery company. And unfortunately no one has priority. There is nothing that sdhq could do to expedite the process. They have to pay shipping, hence why they charge us for shipping. If that company refunded sdhq, I bet my paycheck, sdhq would refund you. I assure you these guys care. They do alot for us in a way of discounts, and info. I dont think theres anything they could have done differently.just my 2 cents.
     
    Sunnier, crochetjohn and ChrisTRDPro like this.
  4. Aug 4, 2018 at 11:14 AM
    #64
    Sas

    Sas Humor is everywhere

    Joined:
    Jul 16, 2018
    Member:
    #17087
    Messages:
    4,418
    Gender:
    Male
    First Name:
    Jason
    OKC, OK
    Vehicle:
    '17 SR5 CM TSS 4WD MGM 5.7 FF
    Lost track after #1.
    Sorry, but I disagree with a lot of this. I've had a ton of heavy things (no pun intended) delivered via semi (one thing with a fork lift) and the delivery times were spot on. The one time I did have a problem, the company I ordered the equipment from took care of the shipping so I didn't have to deal with it. That's just good customer service.
     
    Sunnier, Erichudgins and ChrisTRDPro like this.
  5. Aug 4, 2018 at 11:45 AM
    #65
    Erichudgins

    Erichudgins New Member

    Joined:
    Apr 19, 2018
    Member:
    #14593
    Messages:
    2,302
    Gender:
    Male
    First Name:
    Eric
    Murfreesboro, TN
    Vehicle:
    2017 Super white Limited DC
    https://www.tundras.com/threads/the-un-limited-build.25949/
    I dont disagree but I do..sdhq doesn't charge shipping. The company does. I couldn't morally justify calling up a company and blaming them for a shopping error. Sdhq did their part and got it out on time. Yes, they could refund your shipping, but they arent in the wrong if they dont.
     
    ChrisTRDPro likes this.
  6. Aug 4, 2018 at 11:57 AM
    #66
    sdhq_offroad

    sdhq_offroad New Member Vendor

    Joined:
    Apr 29, 2016
    Member:
    #3253
    Messages:
    1,163
    GILBERT, AZ
    I feel as on our part (you dealt with me personally) that we did everything possible to make sure that your sliders were to be delivered. It got to the location, it just seemed to be an issue between freight delivery and you. But in order to get it picked up, I was more than happy to jump through all the hoops between our freight contractor and Dependable (because Dependable wouldn't talk to us directly) and stay after hours until it was resolved. I'd be more than happy to email you screenshots of the 5 unanswered emails I have out to them, so I personally apologize for not sending you an email saying that I have had no response. If we got a refund for the shipping, I would of been more than happy to pass it onto you as we have with the discounts on most of the products for you guys. Also, I would of been more than happy to send a shirt and some sticker for the issues. All you had to do was ask. We do not send out shirts for free but there should of been a couple stickers in the hardware package. I apologize if there was not and I will talk to my shipping department.

    There is customer service and there is paying customers for product. In this case, it would of been paying customers to take product which unfortunately doesn't keep us in business. BUT the item was logistically to the destination on time, it was Dependable who could not accommodate the final delivery that day. Being the end receiver vs the middle man is a lot different. This is the 1% of times that it doesn't transact smoothyl.
     
    CaptTyler, Sunnier, blue16 and 4 others like this.
  7. Aug 4, 2018 at 12:37 PM
    #67
    T-Rex266

    T-Rex266 Independentoffroad who? That's cute. Staff Member

    Joined:
    Jan 5, 2014
    Member:
    #6
    Messages:
    54,867
    Gender:
    Male
    So, were you or were you not offered a partial refund to which you declined?
     
    CaptTyler and Erichudgins like this.
  8. Aug 4, 2018 at 1:44 PM
    #68
    What the!?

    What the!? New Member

    Joined:
    Feb 24, 2018
    Member:
    #13121
    Messages:
    202
    Vehicle:
    2017 Pro
    Let me clear some things up.

    SDHQ: I appreciated the effort and assistance with getting the release done. I understand you did everything you could to help.

    T-Rex266: I asked once for a partial refund on the shipping portion (forklift) since Dependable was anything but. SDHQ told me it was out of their hands so they couldn’t refund me. They said they would speak to the shipping company and then let me know. I didn’t hear back from them so I assumed no refund. I didn’t press the issue and I’m not pressing it now. I’m just letting people know that was my experience.

    Like i said, I get it. I chalked it up to the cost of doing business. I didn’t post this for a refund.

    SDHQ has great quality products. It was just unfortunate I went through that mess logistically. There are still other things I like from SDHQ so maybe next time it’ll be an excuse for me to take a road trip and get it straight from the store!
     
    Sunnier and Erichudgins like this.
To Top