Very upset with Rusty's Offroad

[riverfever]

I know...frustrated is the best word to describe me. Can't really be upset with Rusty b/c he could be right. That's why it's kinda strange. Even if they don't show tomorrow...I still can't really gripe to him. Not sure how to handle it. My fiance is ready to go ape on whoever answers at Rustys but given the facts it just wouldn't be fair. She can be quite the biotch for the right cause. :shhh:

 

[Tom R.]

It's a crap shoot IMO. Rusty is a nice guy, to be sure, but he's been known on many occasions to say something shipped when he knew all along that it didn't. Been there, done that. He's a very nice though.

 

[Ben H]

I know where your coming from with the tracking #, I have been through the whole rigamarole with rustys. Got a tracking #, then got my package two months later. I called a couple of weeks after recieving the tracking #, and it was on back order. It just happens on some parts. I have found that poor communication with customers on back orderd parts is pretty much an industry standard when ordering parts. If a vendor doesnt communicate, then I don't do business with them anymore. I have pretty much ran out of vendors. Except Poly Performance, Sams Offroad, and Complete Offroad, A+ for those three on customer communication.

 

[nick86]

Not busting on Rusty's, but like I said UPS is usually dead on , on there tracking numbers and if it shows they have not been picked up I would believe them before I believed a vendor. Every time a package gets moved it gets scanned. I tracked my last Dell computer for 2 1/2 days, kinda cool, and it was at my door 4 min after they said it would be. Can you tell I don't have a life yet?

 

[riverfever]

Update:

I talked to UPS and they said..."The label was printed on the 3/16 but we have not seen the package yet."

So I call Rustys back. I even told them if they spaced on the package...cool. They insisted that it had been shipped and said that they would re-download the info. to UPS (that sometimes helps). I did manifestation for GT bicycles for a year and know that aint how it works. So I just checked the tracking again and now it says that the departure scan was 8:28 tonight. Clearly it hadn't been shipped yet. I'm bummed that I can't get my lift on this weekend but I'm really disappointed that I was lied to on numerous ocassions today. The email Rustys sent me on Monday said that the estimated ship date was 3/21 and now the track info says the re-scheduled delivery date is 3/27.

So now I have to figure out what I'm gonna do. Spring Break starts tomorrow and I was planning on putting my new RE coils, LCA's and Rustys shackles on and hittin' the road. It might be worth the principle to just cancel the order and overnight RE shackles. Not sure. I do not know if Rusty will put up a struggle about returning my $ for the shackles and bumpstops ($117). :bs:

 

[Tom R.]

Update:

I talked to UPS and they said..."The label was printed on the 3/16 but we have not seen the package yet."

So I call Rustys back. I even told them if they spaced on the package...cool. They insisted that it had been shipped and said that they would re-download the info. to UPS (that sometimes helps). I did manifestation for GT bicycles for a year and know that aint how it works. So I just checked the tracking again and now it says that the departure scan was 8:28 tonight. Clearly it hadn't been shipped yet. I'm bummed that I can't get my lift on this weekend but I'm really disappointed that I was lied to on numerous ocassions today. The email Rustys sent me on Monday said that the estimated ship date was 3/21 and now the track info says the re-scheduled delivery date is 3/27.

So now I have to figure out what I'm gonna do. Spring Break starts tomorrow and I was planning on putting my new RE coils, LCA's and Rustys shackles on and hittin' the road. It might be worth the principle to just cancel the order and overnight RE shackles. Not sure. I do not know if Rusty will put up a struggle about returning my $ for the shackles and bumpstops ($117). :bs:

Par for the course, IMO. This is exactly how it went down for a number of people, including me.

 

[XJFitchKid]

Update:

I talked to UPS and they said..."The label was printed on the 3/16 but we have not seen the package yet."

So I call Rustys back. I even told them if they spaced on the package...cool. They insisted that it had been shipped and said that they would re-download the info. to UPS (that sometimes helps). I did manifestation for GT bicycles for a year and know that aint how it works. So I just checked the tracking again and now it says that the departure scan was 8:28 tonight. Clearly it hadn't been shipped yet. I'm bummed that I can't get my lift on this weekend but I'm really disappointed that I was lied to on numerous ocassions today. The email Rustys sent me on Monday said that the estimated ship date was 3/21 and now the track info says the re-scheduled delivery date is 3/27.

So now I have to figure out what I'm gonna do. Spring Break starts tomorrow and I was planning on putting my new RE coils, LCA's and Rustys shackles on and hittin' the road. It might be worth the principle to just cancel the order and overnight RE shackles. Not sure. I do not know if Rusty will put up a struggle about returning my $ for the shackles and bumpstops ($117). :bs:

Atleast you got an email, I never got an email from them when he said I would. Oh well, the lift is in an seems to be pretty good. Love the ride. I'll never do business with them again though. Thanks for everyones responces!!!

 

[riverfever]

I just got off the phone with Rusty. They continue to insist that the shackles left on Tuesday. I find it ironic that after pitching a fit yesterday, all of a sudden, the tracking number works. Even crazier is the fact that I ordered my RE coils right after I ordered his stuff on Friday and they were here on Wednesday. He says it's because RE isn't as busy as him. Must be that or RE knows how to ship product.

I am very disappointed with Rusty. I have been a loyal customer (and actually have defended him on here since I joined) for 2 years now and have purchased 2 of his lifts. He will be happy to cancel my order on the bumpstops but will only give store credit for the shackles. Luckily I was able to source a set of Chevy shackles locally that will work. I'm not even that mad about the shackles. If someone would have just said, "Hey...we fawked up and spaced on the order...we lied to you...we're sorry". I'm insulted that they continue to place the blame on UPS and expect me to believe it. I will not buy any more product from you Rusty. You just lost a good customer for life over a set of 60 dollar fawkin' shackles. I'm really sorry this couldn't have been handled more profesionally.

-river

 

[Darky]

I've orderd one thing from him, and it was my front tow hooks and brackets. I got the brackets (on time) but no hooks so I called him and he apologized then said he'll get them to me asap and I got them 2 days later. Good service for me on that occasion.

 

[Blaine B.]

I've ordered from Rusty's once and didn't have a problem. Except the U bolts didn't come with nuts. I don't think they were supposed to since they weren't pictured or mentioned, but I still thought it was odd since I didn't want to reuse anything......anyway, it wasn't expensive finding grade 8 nuts. A+ experience with Rusty's though!

Also, how do you know the shipping company isn't to blame?

They are even busier than Rusty! So, crap happens in the mail and whatnot.

 

[OverlandZJ]

River called UPS and checked out the story, i would tend to believe them over Rusty at this point.

I'm done defending Rusty's, hopefully they get their stuff together and hire someone who can reorganize their shipping and customer service policy/procedures.

I've ordered from Rusty's once and didn't have a problem. Except the U bolts didn't come with nuts. I don't think they were supposed to since they weren't pictured or mentioned, but I still thought it was odd since I didn't want to reuse anything......anyway, it wasn't expensive finding grade 8 nuts. A+ experience with Rusty's though!

Also, how do you know the shipping company isn't to blame?

They are even busier than Rusty! So, crap happens in the mail and whatnot.

 

[Tom R.]

River called UPS and checked out the story, i would tend to believe them over Rusty at this point.

I'm done defending Rusty's, hopefully they get their stuff together and hire someone who can reorganize their shipping and customer service policy/procedures.

Well, I used to say that I hope he fixes his business problems and wish him much success. But, ya know? This has been going on for years. As a few people said--and this has been echoed many, many times in the past--if Rusty would own up to the problem and be truthful, then a good number of his customers would be more forgiving. It's the lies that piss them off the most.

 

[OverlandZJ]

Well, I used to say that I hope he fixes his business problems and wish him much success. But, ya know? This has been going on for years. As a few people said--and this has been echoed many, many times in the past--if Rusty would own up to the problem and be truthful, then a good number of his customers would be more forgiving. It's the lies that piss them off the most.

And his business seemingly continues to grow... i dont get it. Has anyone been to his location? I'm curious how much he does in house, could most of his shipping troubles be from a fabber who is drop shipping his products? Or is the fabber producing in small lots and dropping off at Rusty's shop...then the UPS labels are affixed to the package?

I dont get why a shipping label is printed but nothing ships for a week or more, if the parts are in house he's losing money. Could he simply be printing labels to mislead the customer into thinking the product is enroute to avoid the inevtiable refund request?

 

[whatevah]

Could he simply be printing labels to mislead the customer into thinking the product is enroute to avoid the inevtiable refund request?

that'd be my guess. either that or just really lazy people who handle the shipments.

I know everybody busts on Quadratec for their prices, but at least you can track what your order is doing on their website and if it says shipped... it's more than 99% likely that the box is sitting on a truck. fortunately for me, I live close enough that almost anything I order from there is here the next business day (assuming I order before their shipping cutoff).

I've never ordered from 4wd or any other companies, so I don't know how their account systems work... I've only ordered from Rustys and Q-tec.

WheelinJR makes an excellent point (first page), if you're ordering with extra shipping, call to make sure there aren't any problems. if nothing else, it lets them know that they need to watch for the order and be sure it's taken care of. another reason why Qtec is good for stuff like that, they check on web orders to see if there are any backordered items with express shipping and let you know.

 

[riverfever]

To be honest I don't know who's telling me the truth. It's entirely possible that UPS dropped the ball but for some reason I just don't think so. I guess I lost a little faith in Rustys when they were not able to tell me when the shackles shipped. "I'm pretty sure those went out on Tuesday." There shouldn't be any question...it's in the system. It also didn't help that a label was printed on Friday but the product sate until Tuesday. If Rusty had agreed to refund me for the shackles after I shipped them back on my dollar...I'd still be a satisfied customer. In my eyes...this was a simple fix. Instead I'll be trying to sell the shackles next week so I don't have to buy anything else from the company with my store credit.

And whatevah...I didn't have any special shipping circumstances. Damn close to 2 weeks shipping for a set of in stock shackles is a bit long.

 

[Tom R.]

From what I understand Rusty's does most, if not all, of the fab work themselves (not including shocks, springs, etc). An excuse I heard a year or so ago was that they didn't have enough fabricators and were looking to hire more.

As for how much business he does...I'd venture to say RE does considerably more business. Regardless, I've ordered quite a bit from RE and never once had a shipping problem. All I hear from Rusty's Offroad are excuses, blaming UPS or someone else.

How many times have we seen posts here about shipping problems associated with Rusty's Offroad? There's something to it.

 

[riverfever]

From what I understand Rusty's does most, if not all, of the fab work themselves (not including shocks, springs, etc). An excuse I heard a year or so ago was that they didn't have enough fabricators and were looking to hire more.

As for how much business he does...I'd venture to say RE does considerably more business. Regardless, I've ordered quite a bit from RE and never once had a shipping problem. All I hear from Rusty's Offroad are excuses, blaming UPS or someone else.

How many times have we seen posts here about shipping problems associated with Rusty's Offroad? There's something to it.

It was great when I asked Rusty how RE got their product to me so quickly and he said that they aren't doing any business and have all the time in the world to ship. :roflmao: :roflmao:

 

[Blaine B.]

I give Rusty credit for giving you store credit. I mean, if you were a business, you wouldn't want to loose on a sale either......but by giving you a chance to return them and buy something else, that's a win win situation.

 

[Tom R.]

I give Rusty credit for giving you store credit. I mean, if you were a business, you wouldn't want to loose on a sale either......but by giving you a chance to return them and buy something else, that's a win win situation.

Not if you don't want anything else from him. In my opinion, the proper thing to do is give him a refund.

 

[whatevah]

And whatevah...I didn't have any special shipping circumstances. Damn close to 2 weeks shipping for a set of in stock shackles is a bit long.

I was just agreeing with WheelinJR about the special shipping. Even for regular shipping 2 weeks IS rediculous. UPS ground should be 6 business days MAX from Alabama to Colorado. If you have the tracking number, have a look at what locations it passed through, and when. Yeah, sometimes UPS doesn't log items in at some locations and it gets delivered to you before the online status updates, but that's pretty rare. Most packages are logged at each stop, even if the first stop gets missed. So, if the package was entered online on "Day 1", and it showed up online in a UPS location in the same state 4 days later, you know that it didn't actually get picked up by UPS until Day 3 or 4 (remember business days here).

RE stocks most of their products and very few items actually ship directly from where they are made. Even if there is a backorder from RE, many times they are shipped to REs warehouse from their fab location before being shipped to customers (retailers or dropshipped to end customers). That's how most of the offroad parts companies work, actually.