TNX Realm Noobie
2015 Glacier White Xterra
Join Date: Jul 2017
Location: Phoenix, AZ
Problems w/Xterra Performance & DepHep
Anyone else ever have issues with customer service from Xterra Performance or DepHep? If so, I'm curious to hear them because this has been a fiasco . . .
On October 27, 2018 I ordered a DepHep roof rack for my Xterra. Online it said 4-6 weeks, which is understandable; and because of the holidays like Thanksgiving and Christmas, I naturally assumed it may take longer. Fast forward to January 15, 2019 and I email on the order status. They email back about two weeks later telling me there was a delay in ordering raw materials, but the rack itself would be completed and shipping out the following week.
Time flies, at some point in February I call asking for an update because I never received a tracking number. The customer service rep (Stephen) said he would look into and call back. He never called back, so I call back a few days later and he tells me that multiple orders went out, that mine went to someone else's address, but because they denied the package the rack was sitting in a FedEx warehouse, which needed to be tracked down. I tried to be cool about all of this because s#it happens and I wanted to give them the benefit of the doubt.
March 2, 2019 rolls around and I email, but there's no response. I call their customer service rep (Stephen) again. He tells me they got hold of the rack, are double-checking the welds, and that it should ship out within a week.
Some time passes and nothing. I contact back on March 25, 2019 via email; again, no response. April 2, 2019 rolls around and after calling them again they finally give me a tracking number.
For almost a week the tracking number is not working. Again, I call and it turns out they never shipped the rack because the brackets that DepHep uses for mounting were supposedly out of stock. On April 12, 2019 I finally had enough of this jerking around and cancel my order for a full refund. I figured it was better to let things go -- to part and just let me move on.
The refund was to take 7-10 business days. I call today, on April 30,2019 and let them know that the refund has yet to go through. Their customer service rep (Stephen) tells me the usual -- he'll look into it and call me back.
I don't know what the deal is, but this is unbelievable. I hate posting something like this on a forum, especially of a sponsored vendor, but I've never experienced something like this ever. I ended up filing a non-fraudulent complaint with my bank and a BBB complaint to, hopefully, get my money back.
Again, has anyone dealt with something like this before? What would you do at this point?
He goes exploring
Into the forest,
Never to return again.