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Old 09-23-2009, 08:17 AM   #1
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Was curious to know if anyone has had problems with their Bestop mail orders. I purchased a Bestop Hardtop Storage Cart for my 2004 TJ from JC Whitney on 8-31-09. When I received the order a week later it was missing numorous parts. JC Whitney called Bestop who told them they would mail out the missing parts to me. Got those parts a few days ago. However, I am still MISSING parts. This really sucks! I called JC Whitney again who then called Bestop again. Now I have to wait another week for the remaining parts. Would not express mail the missining parts. Very frustrating. Is this the norm or the exception?
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Old 09-23-2009, 09:14 AM   #2
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A Bestop rep post here. Look up Geoff

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Old 09-23-2009, 09:39 AM   #3
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I'm no expert but I've had plenty of issues with JCWhitney over the last 40 years. I would guess the item was shipped to you from JC's warehouse. I would guess it was a returned item. JCWhitney is always my "last" choice when buying parts. At least Bestop is making it right.
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Old 09-23-2009, 09:17 PM   #4
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yep jc has become a pretty bad source in my opinion usually they have everything in there warehouse so its there mess up not bestop when i had my 89 k5 getting simple products took a week longer i would stay with companys like and just my opinion though
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Old 09-24-2009, 12:35 AM   #5
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Kirk - I've got your private message, but just got back into town today, and haven't talked with customer service yet, so any answer I give you would just be speculation.

I think you're just hitting two things:

1) you ordered a product that is not super popular. It's a good product, but it's just one of those "really neat things" not one of those "gotta get this now" things. All manufacturers and all retailers do better with products that they sell lots of. Everyone knows when something isn't right, everyone already knows how to solve the problem. JCW stocks a LOT of replacement parts. Just not for this.

2) I think you're just really unlucky. Bestop had a "product explosion" in the past few years, with all sorts of accessories, bumpers, truck parts, racks, etc. We've had to work hard to ensure quality control in our shipping and packaging, and we've implmented some pretty cool tricks to make sure things get done right. But we obviously missed on this. We're also working hard to get all the small replacement parts out to as many retailers as possible, so people don't have to wait. But again, not with this.

So that's why I think you're having bad luck with us.

I'll try to get a specific answer tomorrow.
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Old 09-24-2009, 10:29 AM   #6
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Good Morning Everyone!

Kirk: You've got people all over the country jumping around for you this morning.

JC Whitney has contacted our customer support, and they are working right now to get the parts sent out overnight to you.

A manager from JC Whitney saw this thread, and called me this morning to ask me to help make sure your parts ship as quickly as possible.

And I'm here posting early in the morning. Which is new for me. If the sentences make more sense than normal and I spell most of the words right, it's because I'm not so used to posting when I'm sober (I kid, I kid).

Helping Kirk is great, but here's my main point:

JCW is a great company. They're HUGE with thousands and thousands of products and dozens of companies like us selling stuff to them.

They're one of the "800 pound gorillas" for Bestop -- they sell a LOT of our products, so we work pretty closely with them. Everything I've seen shows they do a great job with customer service.

And I also think this was a Bestop screw-up, not a JCW one. We sent them an incomplete product, and did not do a great job of fixing the problem the first time.

Don't be ragging on JCW for this one guys.
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Old 09-25-2009, 10:57 PM   #7
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Sorry, just now saw your post.

I received the missing parts today. Thank you!

Thank you for your help as well as JC Whitney. Looking forward to putting the cartop together tomorrow.

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Old 09-25-2009, 11:01 PM   #8
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This was a cool thread to follow... Glad that Bestop and JC worked really worked hard to get this guy his parts. We need to get more reps around here I think!

"Yesterday is history, tomorrow is a mystery, but today is a gift. That is why it is called the "present."
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Old 09-26-2009, 07:58 AM   #9
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You the man George..... I mean Geoff! Sorry, it's early and I'm not sober.

You have to love the CS on this. I wish every company cared about every customer like this.
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Old 09-26-2009, 04:52 PM   #10
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This IS very good to see. I'll have to consider Bestop when the time comes for replacement parts.
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Old 10-03-2009, 08:05 PM   #11
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Ok….finally made it today to Home Depot. Wanted to see if their 1/2 “ hex nut would do any better than the one from Bestop. That is, would it screw down the castor bolt and not get frozen. The one from Bestop keeps getting frozen on the 3rd thread of 22 threads. ALL FOUR CASTORS ARE DOING THIS. Well, the Home Depot hex nut did the same thing. So I took the Bestop hex nut and tried it on a Home Depot ˝ inch bolt. It glided so easily down the bolt. So it appears that the Bestop castors are not very good. Not sure if the ones I was sold are defective or they all are doing this. I even bought a pair of Vice –Grips to see if that would help. NOPE! Even had the Home Depot guy try it. He could not get the nut to move much further either. So the hardtop frame is OK but the castors are a POS. Getting ready to box this thing up and send it back. Very disappointing. Might try and make one out of wood from designs I have seen here. Anyway, feel better now. Needed to vent. This has been a disappointing project.
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Old 10-03-2009, 08:35 PM   #12
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Bro, sorry to hear about the bad luck. I bought a BestTop soft top from JCW w/o issue so i think you just had a run of bad luck. The only thing I will say about my soft top is that it really stretches out in the heat. Here in NM it is regularily above 100 degrees and I've maxed out the adjustments and it is still really loose. Now that it is cooling down (mids 80s/low 90s during the day) it fits great.

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