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Old 09-25-2018, 07:44 PM
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Do not buy from extreme terrain

Purchased $275 worth of equip from extreme terrain. I bought only that which was “in stock” with a delivery the next Tuesday. I was leaving on a Jeep run on a Thursday. I received the confirmation email from extreme terrain and double checked the charge went through to my credit card.

Tuesday comes; Tuesday goes. No delivery. I search back through my email to find the confirmation and get a contact number for status. In addition to the confirmation I received 7 additional BS spam marketing email..... one of which stated there was a problem with my order and it was suspended until I call them. I frantically called to talk to some idiot who says there’s “no issue” we suspend everyone’s first order and the we randomly suspend orders after the first. He says it’s a part of their “risk management” process. Are you kidding me? What “risk” are you managing if you RANDOMLY screw people over? No fraud. No reports. A $36,000 limit on the card. A 768 credit score. The addresses match. They told me the “issue resolution” team is gone for the day. I’ll have to call back tomorrow but they assure me there is no “issue”. Why the hell am I having to sit home this weekend because extreme terrain “managed their risk” by randomly screwing me? I have now got to call the “issue resolution team” when there is no “issue”

They supply you with deceptive delivery promises, they take your money and they suspend your order.

Bad business. Beware. I’ll never do business with them again.

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Old 09-25-2018, 07:56 PM   #2
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Welcome to the forum. What items did you order that would keep you from going on a jeep outing?

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Old 09-25-2018, 08:07 PM   #3
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Thread moved.

You should receive more resolution in this Forum..
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Old 09-25-2018, 08:09 PM   #4
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@XTJake is the forum rep
Maybe he will chime in and get you squared away.
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Old 09-25-2018, 10:11 PM   #5
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It's pure MooPoo for them to suspend any order unless someone claims CC fraud. If they have a problem, then the company should call the customer.
This relying on e-mail as the primary contact is ridiculous. If the window for what you ordered the items for has passed, I would be telling them that the order would be cancelled.
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Old 09-25-2018, 10:21 PM   #6
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There’s more to this story than what’s portrayed in this thread. There are always three sides to every story. Just my humble opinion. Peace, Lee.
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Old 09-25-2018, 10:24 PM   #7
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There’s more to this story than what’s portrayed in this thread. There are always three sides to every story. Just my humble opinion. Peace, Lee.
Yeah really.
I bought from them once years back,never again.
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Old 09-25-2018, 11:48 PM   #8
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I like to keep an open mind.

So, what's ETs side of the story? Is the customers complaint accurate? Does ET suspend everyones first order?

Good Luck, L.M.
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Old 09-26-2018, 12:32 PM   #9
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Quote:
Originally Posted by Dking7556 View Post
Purchased $275 worth of equip from extreme terrain. I bought only that which was “in stock” with a delivery the next Tuesday. I was leaving on a Jeep run on a Thursday. I received the confirmation email from extreme terrain and double checked the charge went through to my credit card.

Tuesday comes; Tuesday goes. No delivery. I search back through my email to find the confirmation and get a contact number for status. In addition to the confirmation I received 7 additional BS spam marketing email..... one of which stated there was a problem with my order and it was suspended until I call them. I frantically called to talk to some idiot who says there’s “no issue” we suspend everyone’s first order and the we randomly suspend orders after the first. He says it’s a part of their “risk management” process. Are you kidding me? What “risk” are you managing if you RANDOMLY screw people over? No fraud. No reports. A $36,000 limit on the card. A 768 credit score. The addresses match. They told me the “issue resolution” team is gone for the day. I’ll have to call back tomorrow but they assure me there is no “issue”. Why the hell am I having to sit home this weekend because extreme terrain “managed their risk” by randomly screwing me? I have now got to call the “issue resolution team” when there is no “issue”

They supply you with deceptive delivery promises, they take your money and they suspend your order.

Bad business. Beware. I’ll never do business with them again.
Hey David, I saw you posted on our Facebook page as well and I commented back to you there. I also wanted to make sure you saw my response back so here it is below as well. Feel free to reach back out to me on either location!

Sorry to hear about the issues on your order David. I'm not sure as to why your order got caught in a manual review, but I can assure you it's something that is NOT done as a way to randomly screw people over. I talked to one of our supervisors and It seems like there was some miscommunication on who you were needed to talk to initially to get your order squared away. Your order has since been taken care of though and is on it's way out for delivery. I also went in and credited back your order 20% for the inconveniences you had to experience. Please let me know if there's anything else I can do for you! -Jake
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Old 09-26-2018, 12:37 PM   #10
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I've always wanted to like them but I've never actually been able to order from them. Everytime I've tried the website says things are in stock, I order, get confirmation emails, then when I'm waiting for a tracking number I get the not in stock email. Every. Single. Time.
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Old 09-26-2018, 12:38 PM   #11
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For what is worth, I ordered maybe 3 or 4 times from them and had no issues. I guess it's just part of buying online...
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Old 09-26-2018, 01:41 PM   #12
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jesus ****ing Christ dude, first off if u needed something that close to your outing you shoulda already had it. second off shit happens never expect something to be delivered perfectly every time. ive never had a problem with them and same goes with a lot of venders on here. it always seems like the new people with 1 post just join the fourm to rant about 1 bad experience
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Old 09-26-2018, 02:39 PM   #13
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Hey David, I saw you posted on our Facebook page as well and I commented back to you there. I also wanted to make sure you saw my response back so here it is below as well. Feel free to reach back out to me on either location!

Sorry to hear about the issues on your order David. I'm not sure as to why your order got caught in a manual review, but I can assure you it's something that is done as a way to randomly screw people over. I talked to one of our supervisors and It seems like there was some miscommunication on who you were needed to talk to initially to get your order squared away. Your order has since been taken care of though and is on it's way out for delivery. I also went in and credited back your order 20% for the inconveniences you had to experience. Please let me know if there's anything else I can do for you! -Jake
Me thinks a word may be missing.
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Old 09-26-2018, 03:03 PM   #14
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Sorry to hear about your troubles man. I ordered a set of rock sliders and rear bumper from XT and had no issues whatsoever. Sometimes shit happens. Happy wheeling.
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Old 09-26-2018, 03:09 PM   #15
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troll? I've had only good experiences with ET..sometimes shet happens.
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Old 09-26-2018, 08:10 PM   #16
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I live 15 minutes from their headquarters. You want me to go over there and stare at them menacingly? My schedule is pretty open...
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Old 09-26-2018, 08:26 PM   #17
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I've ordered numerous items from XT and never had any problems. Just my experience. Also , all items were delivered on time and well packaged.
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Old 09-27-2018, 11:05 AM   #18
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Me thinks a word may be missing.
Definitely was a word missing there

Sometimes my brain goes a little faster than my hands do.

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Old 09-27-2018, 01:36 PM   #19
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I’ll tack on here. I placed an order with them yesterday because they advertise free 2 day shipping. I’m out of town and Friday is the only day I can get packages. I got an email today asking for a physical address over PO Box so I gave it. They later told me I won’t get the item until Monday. What?? I asked them why didn’t they ask me yesterday for a physical address or why did their technology not flag my order and received no response. I then asked them to make it good by changing it to an overnight delivery but they refused because it will cost them too much. Are you kidding Jack?? I’ll be sure to spread this story to my local club and online and that will cost XT way more than the shipping. Thx for nothing and ask Dolores and Vicki about my case if you’d like. I asked for my order to be canceled.
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Old 09-27-2018, 01:40 PM   #20
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WHAAAAAAT you mean to tell me that sometimes a package takes more than two days to be transported across the country to your doorstep?? What is this world coming to?!
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Old 09-27-2018, 02:04 PM   #21
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Definitely was a word missing there

Sometimes my brain goes a little faster than my hands do.

-Jake
I know what you mean, but then again you have a good excuse. Would drive me nuts having to deal with all of these "special" customers who expect you to drop everything to cater to their unrealistic expectations.
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Old 09-27-2018, 02:09 PM   #22
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No, it is going to take 2 days but they delayed shipping by a day. I like to deal with firms who do what they say. XT is not one of those. Lesson learned.
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Old 09-27-2018, 02:19 PM   #23
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I’ll tack on here. I placed an order with them yesterday because they advertise free 2 day shipping. I’m out of town and Friday is the only day I can get packages. I got an email today asking for a physical address over PO Box so I gave it. They later told me I won’t get the item until Monday. What?? I asked them why didn’t they ask me yesterday for a physical address or why did their technology not flag my order and received no response. I then asked them to make it good by changing it to an overnight delivery but they refused because it will cost them too much. Are you kidding Jack?? I’ll be sure to spread this story to my local club and online and that will cost XT way more than the shipping. Thx for nothing and ask Dolores and Vicki about my case if you’d like. I asked for my order to be canceled.
If you intended it to go to a PO BOX initially then they could deliver it any day because P.O. boxes are after all…at the post office??? If you have an actual physical address, then why wouldn’t you use that address in the first place??

If you placed the ordered Wednesday, THEN FRIDAY would be overnight shipping NOT 2 day shipping. Placing an order on Wednesday during business hours and expecting it to be processed, pulled, labeled, boxed and shipping all on the same day…very unrealistic. Especially depending on WHEN you placed the order on Wednesday... But, I’m sure your order was the ONLY one placed on Wednesday.

Maybe you should be more realistic in your expectations.
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Old 09-27-2018, 02:22 PM   #24
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I search back through my email to find the confirmation and get a contact number for status. In addition to the confirmation I received 7 additional BS spam marketing email..... one of which stated there was a problem with my order and it was suspended until I call them. I frantically called to talk to some idiot who says there’s “no issue” we suspend everyone’s first order and the we randomly suspend orders after the first. He says it’s a part of their “risk management” process. Are you kidding me? What “risk” are you managing if you RANDOMLY screw people over? No fraud. No reports. A $36,000 limit on the card. A 768 credit score. The addresses match. They told me the “issue resolution” team is gone for the day. I’ll have to call back tomorrow but they assure me there is no “issue”. Why the hell am I having to sit home this weekend because extreme terrain “managed their risk” by randomly screwing me? I have now got to call the “issue resolution team” when there is no “issue”


So you are saying... You placed a time sensitive order and did not read the emails that were sent to you. Along that route, they protected your strong credit rating by making sure it was indeed you that placed the order and not someone out to take down that 768 score and 36k of credit card.

It seems as if there is one thing they could have done to improve the service here. Call you... It would be cool to see a process change in this instance. For now looks like XTJake took some measures to improve the situation.

Curious as above... Did it keep you from going on the trip?
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Old 09-27-2018, 03:03 PM   #25
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I live in a condo and am not supposed to receive at the condo so I have to have a PO Box. As for Friday expectations that is 2 day if the order is placed Wednesday and their site said that. You’ve obviously never ordered from XT or you would know the experience.
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Old 09-27-2018, 03:03 PM   #26
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I would say that if you are going to publicly bash XT, at least thank them publicly for trying to make it right and for giving you a 20% discount. Just my opinion.

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Old 09-27-2018, 03:52 PM   #27
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There is another thread that started out as a "UPS loosing shipment" thread. As you read through it, it turns into a XT not delivering on time thread. Not just me, but at least 3 other forum members.

I ordered 4 items, and 2 of them got "lost". One was advertised as arriving on the next Tuesday (2 days) per the XT website. I received it 3 weeks later.

I received emails from XT stating the item shipped, yet checking the UPS tracking, they were waiting for pickup. I would not go as far as saying not to buy from XT, but there is definitely issues in their shipping-UPS interface.

https://www.wranglerforum.com/f274/u...e-2327543.html
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Old 09-27-2018, 05:48 PM   #28
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WHAAAAAAT you mean to tell me that sometimes a package takes more than two days to be transported across the country to your doorstep?? What is this world coming to?!
PA to FL is across the country?
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Old 09-27-2018, 06:25 PM   #29
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Stinks you had a bad experience. When I was calling around to see who I wanted to purchase from last, I put in a call to ET and they were the only guys who actually researched my question for me and provided he information on the product I needed. Put in the order and got it on time...even living in N.C. during the hurricane coming through. If they sell it, I’ll use them again (pending price of course).
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Old 10-03-2018, 07:32 PM   #30
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I had the opposite experience with ET. I ordered an item at 2pm on a Tuesday with the delivery scheduled for Thursday. Instead of coming Thursday, it came the next day. They also had it cheaper than anywhere else. Would buy again.

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