I purchased a * inch lift kit a set of running boards and a set of traction bars for my...
GetHuman334458's customer service issue with Roughcountry.com from February 2019
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The issue in GetHuman334458's own words
I purchased a * inch lift kit a set of running boards and a set of traction bars for my **** Ford F***, totaling $****. The traction bars did not fit my vehicle hey showed an entirely different mounting location on the instructions. I called them on February **, the first person I spoke to was very rude when I was explaining my issue. He Treated me like an idiot and kept telling me I was trying to install it wrong. I am an ASE certified master diesel mechanic and know that the Issue wasn’t my fault. He transferred me to a manager. The manager Ryan Chase, wasn’t much better and I was already not happy by the treatment of the first person. I crawled under my truck took photos of the mount location sent them to him and determined that they do not fit my vehicle. He told me they tried it on a **** and a **** ford F*** and thought it would fit all the years between. I told him that I was going to return the traction bars to the dealer I purchased them from, but I was calling to let them know of the fitment issue and that I had to cut off the brand new U bolts from the lift kit to remove the traction bar brackets from the axle, and asked him if they were going to pay for the restocking fee on the traction bars since it was their issue and not mine. At that point he told me They weren’t responsible for the restocking fee and ended the call. I called back after both of us had a few minutes to cool off, At that point Ryan was reasonable and told me if I was charged a restocking fee to email him and they would cover it. He also said he would be sending me a new set of u-bolts since I had to cut those off and that they are a one time use anyway.**It is now been two weeks since I’ve spoken to him, I have not received any U-bolts, luckily the dealer I purchased the stuff from didn’t charge the restocking fee since I order a lot of parts through them. I tried calling rough country today and got a busy signal. After that I tried using their chat feature on their website, the guy I spoke with Told me to call to discuss the issue I informed him that I get a busy signal every time I called. He then told me I needed to email Ryan Chase directly. I emailed him and haven't received a response about the new set of u-bolts. I am not complaining about the quality of their parts just the quality of their people. It seems to me if a customer pays over $**** the least you could do when your product doesn’t work is replace a $** set of U-bolts.
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