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Old 03-08-2014, 07:43 AM   #1
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Not happy

I need to share my experience because its bugging the heck out of me.

I had plans to install a lift and tires on my 2014 jk this weekend. I ordered the AEV 2" spacer lift and a tereflex spare tire bracket. I had to cancel the tereflex bracket because they originally said a few days to come in stock then changed to a month. I got my aev kit in and opened it up. I noticed the swaybar endlinks were not in the box but endlink extensions. I ordered the aev kit from the catalog which shows swaybar endlinks and also says they are included in the description. I was very unhappy to see this so I called quadratec and the guy I spoke with was nice and said I could return it. It would have been nice to offer return shipping considering there 2014 catalog is wrong. So I had to pay 15 bucks to return the aev kit that was advertised wrong.

I was still planning on installing a lift this weekend so I gathered a few part numbers and placed an order verifying all parts were instock in PA (im in DE). I expressed I needed everything by saturday for the install. He assured me all parts were instock in PA and would go out today. I was happy at that point because my plans were back on track. I get shipment notification later that day and noticed they shipped my stuff in two different shipments. The lift kit itself was shipped fedex ground. I tracked it and delivery was for 3/7 (perfect). The shock extensions which I had to have in order to install the lift were shipped fedex smart post. I tracked that and delivery date is 3/11 (not perfect). I understand quadratec offers free shipping but why be so cheap. I even expressed a few times that I had to have everything by saturday because I already made plans for the install. I would have happily paid an extra few bucks to have it shipped standard ground. Im just overall not happy and will most likely look elsewhere for future purposes.

Im sure some may not agree with why im upset and thats perfectly fine. I had to get that off my chest and let quadratec my experience.

Thanks
Brandon

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Old 03-12-2014, 12:07 AM   #2
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Plain and simple they suck. A while back I tried to place an order and they would match a price I had found on line. Oh well no business from me.

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Old 03-14-2014, 03:14 PM   #3
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Quote:
Originally Posted by Branman View Post
I need to share my experience because its bugging the heck out of me.

I had plans to install a lift and tires on my 2014 jk this weekend. I ordered the AEV 2" spacer lift and a tereflex spare tire bracket. I had to cancel the tereflex bracket because they originally said a few days to come in stock then changed to a month. I got my aev kit in and opened it up. I noticed the swaybar endlinks were not in the box but endlink extensions. I ordered the aev kit from the catalog which shows swaybar endlinks and also says they are included in the description. I was very unhappy to see this so I called quadratec and the guy I spoke with was nice and said I could return it. It would have been nice to offer return shipping considering there 2014 catalog is wrong. So I had to pay 15 bucks to return the aev kit that was advertised wrong.

I was still planning on installing a lift this weekend so I gathered a few part numbers and placed an order verifying all parts were instock in PA (im in DE). I expressed I needed everything by saturday for the install. He assured me all parts were instock in PA and would go out today. I was happy at that point because my plans were back on track. I get shipment notification later that day and noticed they shipped my stuff in two different shipments. The lift kit itself was shipped fedex ground. I tracked it and delivery was for 3/7 (perfect). The shock extensions which I had to have in order to install the lift were shipped fedex smart post. I tracked that and delivery date is 3/11 (not perfect). I understand quadratec offers free shipping but why be so cheap. I even expressed a few times that I had to have everything by saturday because I already made plans for the install. I would have happily paid an extra few bucks to have it shipped standard ground. Im just overall not happy and will most likely look elsewhere for future purposes.

Im sure some may not agree with why im upset and thats perfectly fine. I had to get that off my chest and let quadratec my experience.

Thanks
Brandon
Hey Brandon,

I just wanted to say I'm very sorry to hear about what happened. If you can PM me your order number I can look into this for you and find out what happened as well as what we can do to resolve this for you.

Thanks!

-Rick
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Old 03-14-2014, 03:15 PM   #4
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Plain and simple they suck. A while back I tried to place an order and they would match a price I had found on line. Oh well no business from me.
Ted, sorry to hear that you feel this way. If you ever have anything you want to price match, please feel free to PM me. We can price match most advertised pricing on the 'net, minus auction sites and a few other restrictions.

Thanks!

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Old 03-14-2014, 05:59 PM   #5
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AEV has not offered sway bar links for well over a year and have just finally quit showing them on their website as being in the package. I just found a set of take off rear sway bar links and replaced the brackets with. Would have cost as much as the $15 return shipping.
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Old 03-14-2014, 07:24 PM   #6
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Originally Posted by Quadratec View Post

Hey Brandon,

I just wanted to say I'm very sorry to hear about what happened. If you can PM me your order number I can look into this for you and find out what happened as well as what we can do to resolve this for you.

Thanks!

-Rick
PM sent although not much can be done at this point.
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Old 03-14-2014, 07:26 PM   #7
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AEV has not offered sway bar links for well over a year and have just finally quit showing them on their website as being in the package. I just found a set of take off rear sway bar links and replaced the brackets with. Would have cost as much as the $15 return shipping.
Yeah you are right. I was kinda hoping when I called to return the aev kit the guy would have been a little more helpful. I didnt have time to wait because I already made plans for the install and needed everything by saturday. oh well
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Old 03-15-2014, 03:44 PM   #8
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I would think they would reimburse you for shipping a product back to them they did not advertise properly. I got exactly what I ordered from them, but If they are going to make me pay for their mistake I will move on to someone else.
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Old 03-15-2014, 07:26 PM   #9
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I would think they would reimburse you for shipping a product back to them they did not advertise properly. I got exactly what I ordered from them, but If they are going to make me pay for their mistake I will move on to someone else.
Yeah thats kinda the way I feel. The guy I spoke with was very friendly just seemed to care less about the error in the catalog and my issue that it was wrong. I mean I placed another order while on the phone after asking to return the AEV kit. I would have been happy with a discount or atleast offer to pay return shipping.
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Old 03-17-2014, 02:20 PM   #10
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I got a message from Rick@quadratec today. I was very pleased with how it was handled. Rick explained how the shipping worked for future reference and added a $20 credit to my quadratec account. I wanna say thanks to Rick for coming through and making this right.
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Old 03-20-2014, 12:37 AM   #11
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I personally have had excellent service from Quadratec. Easy ordering and 90% of the time very quick deliveries. In most cases I call and make sure any company has the stock or part I want and it's not back ordered and also verify everything my order comes with and the racking delivery date. Especially if it's time sensitive.
Most if not all the companies I have dealt with in my build have had excellent customer service. FWIW..
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Old 04-03-2014, 03:38 PM   #12
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I just recently had a horrible experience the other day with Quadratec. I was eager to get some information about some Rock Krawler lifts and I literally go nowhere! Here's how my trouble went the other day:

1. I went online to look at prices and product descriptions. I had several questions about the different types of Rock Krawler lifts so I decided I would try the chat assistance thing since I was already on their website.

2. Through chat, John recommended that I call them directly - I obliged. I called and was on hold for a good 2-3 mins. When someone did answer the phone, he was extremely quiet and then proceeded to hang up on me within the first 10-15 seconds! WTF!!!!! I am still pissed thinking about it. After this, I decided to have my chat log sent to my e-mail so I could forward this to customer service. Needless to say, it took them over 24 hours just to respond to my message. Here is the following response I got:

"
Leland- I greatly apologize for this. This is not how we typically treat customers. Do you still need help with the lifts? I can answer any questions you have.

Please feel free to contact us if you have any additional questions. The email service office hours are 9am to 5pm Monday through Friday. If you have an order emergency, or need help quickly, please contact our customer service team at 1-800-745-6037 or our Sales team at 1-800-745-2348.
Business hours- All times are EST Customer Service: 9am and 5pm, Monday Through Friday. Sales: 8am and 12am - Monday through Thursday; 9am to 9pm - Friday; 9am to 5pm - Saturday
Sincerely,
Caitlyn"

THATS IT! Poor customer service - she acknowledges that they don't "typically" treat their customers this way but admit they have. I mean what kind of company is this?!?! Needless to say, I went somewhere else yesterday and dropped over 10k in parts for my 2013 Rubi.

I hope this company has learned a hard lesson because they will NEVER see a penny from me again. I have deep, deep pockets that I am willing to put into my Jeep.






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Old 04-03-2014, 07:20 PM   #13
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I have no idea what more you wanted from them? Are you fishing for them to give you something - I don't get it.

People who do customer support are paid poorly and therefore 50% of the time no matter where you are buying from you get some guy who is just trying to get through his day. Fine you had a bad experience go somewhere else (as you did). You seem all worked up over nothing. It would have wasted 4 minutes of your life instead it's wasted about a half hour because you pissed and moaned about it.

and then you brag about your deep pockets and what a loss it was to them... honestly grow up.


edit: btw you should probably remove your images as your name and address are clear as day on your receipt and your screen capture.
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Old 04-03-2014, 07:49 PM   #14
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You made a Lot of assumptions in your post. how do you know he hung up on you versus being disconnected?? Was he quiet or was he looking up on his computer for information for your questions? Did you call back and give them chance to fix it? If I really want something and the call gets disconnected I call back!
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Old 04-04-2014, 03:03 PM   #15
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FWIW, I think everyone should have to work retail or customer service for at least a year! It makes you a much better customer. With that said, keep in mind that nothing or no one is perfect and therefore there will be problems and issues. How those problems and issues are dealt with is what is important. Did the company or person try to make it right?

In this case, the OP indicates that Quadratec made right by him. If they don't know they made an error, how can they fix it?
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Old 04-04-2014, 03:49 PM   #16
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My last Quadratec order got returned for "wrong address" from the carrier. It was the right address. They fed-ex'd the part to me a day later.
I'm happy with the service.
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Old 04-04-2014, 04:07 PM   #17
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Quote:
Originally Posted by LelandJLK View Post
I just recently had a horrible experience the other day with Quadratec. I was eager to get some information about some Rock Krawler lifts and I literally go nowhere! Here's how my trouble went the other day:

1. I went online to look at prices and product descriptions. I had several questions about the different types of Rock Krawler lifts so I decided I would try the chat assistance thing since I was already on their website.

2. Through chat, John recommended that I call them directly - I obliged. I called and was on hold for a good 2-3 mins. When someone did answer the phone, he was extremely quiet and then proceeded to hang up on me within the first 10-15 seconds! WTF!!!!! I am still pissed thinking about it. After this, I decided to have my chat log sent to my e-mail so I could forward this to customer service. Needless to say, it took them over 24 hours just to respond to my message. Here is the following response I got:

"
Leland- I greatly apologize for this. This is not how we typically treat customers. Do you still need help with the lifts? I can answer any questions you have.

Please feel free to contact us if you have any additional questions. The email service office hours are 9am to 5pm Monday through Friday. If you have an order emergency, or need help quickly, please contact our customer service team at 1-800-745-6037 or our Sales team at 1-800-745-2348.
Business hours- All times are EST Customer Service: 9am and 5pm, Monday Through Friday. Sales: 8am and 12am - Monday through Thursday; 9am to 9pm - Friday; 9am to 5pm - Saturday
Sincerely,
Caitlyn"

THATS IT! Poor customer service - she acknowledges that they don't "typically" treat their customers this way but admit they have. I mean what kind of company is this?!?! Needless to say, I went somewhere else yesterday and dropped over 10k in parts for my 2013 Rubi.

I hope this company has learned a hard lesson because they will NEVER see a penny from me again. I have deep, deep pockets that I am willing to put into my Jeep.
I'm sorry to hear about your experience with our company. Regarding the phone call disconnection, it is very possible that your call was dropped by your carrier (AT&T) or there was a connection problem on our end. I apologize that this occurred.

Regarding the e-mail, 24 hours is absolutely normal for an e-mail response from our customer service e-mail department, or most companies for that matter.

If there's anything I can help you with, please PM me and I'd be happy to answer any questions.

Thanks and enjoy your weekend!

-Rick
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Old 08-01-2014, 12:24 AM   #18
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Just received my first and possibly my last order from Quadratec. Ordered four AEV Pintlers and one of the four was damaged. The shady part is the box containing the damaged wheel clearly had been shipped to someone else! It had been re taped and you could see where a previous label had been. Not sure why a company would send out a wheel without checking it first. Needless to say now I get to play the waiting game until I get a replacement wheel and wait for Fed Ex to pick up the damaged one. Hopefully the replacement of the damaged wheel will go smoothly and I can get on with putting the new wheels and tires on.
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Old 08-06-2014, 03:27 PM   #19
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Originally Posted by Riggsie View Post
Just received my first and possibly my last order from Quadratec. Ordered four AEV Pintlers and one of the four was damaged. The shady part is the box containing the damaged wheel clearly had been shipped to someone else! It had been re taped and you could see where a previous label had been. Not sure why a company would send out a wheel without checking it first. Needless to say now I get to play the waiting game until I get a replacement wheel and wait for Fed Ex to pick up the damaged one. Hopefully the replacement of the damaged wheel will go smoothly and I can get on with putting the new wheels and tires on.
Did Quadratec offer to replace the wheel? I am pretty amazed that people expect things to never go wrong. Things happen that may or may not be within Quadratec's purview. The real measure is how they solve the issues when they do happen (how do they make me whole) and how often they happen (Do they learn from their mistakes). In my experience, I have always gotten what I ordered and quickly from this company. Everyone's mileage may vary, but a little patience is a good thing...

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