1/5

posted Feb-02-2012

"I am also someone that does complain or expel the added energy unless I encounter something that is flat out wrong! I had a situation today 2/2/12 with rackattack.com and the “Price Match” guarantee. Bottom line, rackattack.com did not follow their stated mantra on “Price matching”. Guarantee?

I called the 888# from the web site and spoke with Ryan the General Manager at the Boston location. I detailed the competitive prices I found on rackwarehouse.com and orsracksdirect.com and that it looked like rackattack.com had raised their web prices since yesterday. Ryan stated that Thule had a price increases across the board and that everyone raised their prices. I replied that he was incorrect in which he stated I probably had an old IP address and what were the prices from the competitive sites. I detailed the price totals from both sites and that they were both running 10% coupons. Ryan stated he could not beat the price and that I should buy from the other sites. Needless to say I was floored by the response, being that after the fact I found out he was the General Manager.

I sent an email detailing my encounter to the customer support at rackattack.com and received a reply from guess who…Ryan the GM. I replied back telling him I appreciated his email response but I had to be honest that it was his blunt comment to shop the competitor because he could not match the price. As a General Manager do you actually want your sales staff to tell customers to buy from the competition? I also am in sales but would never tell someone to buy from my competitors. At least sell me on “why” buy from rackattack.com!

My attempted buying experience with rackattack.com by no means resembles or follows what is stated under the rackattack.com creed on "Price Match" and questions their business ethics. Be an educated shopper and don’t be fooled by rackattack.com and their corporate creed:

“Rack Attack guarantees the lowest price, why shop anywhere else? Every product on our site has its price clearly displayed. No clicking, no searching through a shopping cart, view any category to see all of its products and prices. Rack Attack wants to give you the best pricing on the Internet. If you find an online retailer that carries the same item at a lower price (including shipping costs), in stock, Rack Attack will beat that price by 10% up to a maximum of $10.00 for the total order value. The total discount offered by Rack Attack cannot exceed 20%. Please note that our price matching policy is not retroactive and that in-store pricing may vary from web pricing.”

I hate to rant about my experience but I think it is bad not to follow a stated corporate policy which is also used as a marketing and sales tool and because of this it makes me not to want to shop rackattack.com.

By far, rackattack.com has the BEST web site set up and interface which blows away the competition, but when it came down to the best deal I purchased elsewhere. Clearly my best deal was not at rackattack.com and their “Price matching” or “guarantee” is a true joke! I question the business ethics and morals when they tout something and do not honor it.

***Rich
Sarasota, FL"

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3/5

posted Jan-10-2012

"I bought a Yakima roof rack for my new CRV. On-line experience was great, delivery was fast and I put it together/installed in an hour. So far, so good. Then came the LOUD vibration of the rack at a speed of 70 km/h. And even MUCH louder at high speed. I checked for on-line feedback on this product and there are plenty of dissatisfied Yakima customers who can't believe the noise level. I had a Thule on my last CRV and it hummed a bit at high speeds - nothing compared to the Yakima noise level. Yakima makes a little shield that costs over $100 called a fairing. If this fairing/shield is mandatory for eliminating the loud noise, then both Rack Attack and Yakima should tell customers. Failure to do so is wrong / dishonnest. I want to return my Yakima rack but I don't have the original packaging and it's been used for 3 days. So I'm out of luck (SOL). This is bad. I'm upset with Rack Attack and Yakima. This customer is not satisfied and no one at Rack Attack has responded to my complaint. I will now contact Yakima and give them a blast of anger."

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5/5

posted Jan-07-2012

"Purchased a Yakima and realized that I needed a different rack for my Jeep. They were very helpful and offered an exchange at no cost to me. No questions asked. I returned my original purchase and received new rack next day."

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5/5

posted Dec-27-2011

"The people working at Rack Attack are Great! They worked with me and made sure I got exactly what I needed to outfit my car, And the prices were good too. I would definitely recommend Rack Attack to anyone that needs a rack system. "

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2/5

posted Dec-26-2011

"It takes a lot to get me to write a negative review; I'd much rather write a positive one. It's just easier but ...

I’ve been looking for a different bike rack for some time now and read online reviews about the SportRack 2EZ Premium but just hadn’t justified the cost of $200 or more for a hitch-mount. I have a Thule trunk-mount and it works pretty well so I wasn’t in a rush but, in November, I ran across RackAttack.com and their cheap price ($165). I’m the type of person that really researches my options … sometimes too much … especially when it sounds too good to be true. I started reading reviews on RackAttack and they seemed to be stand up company but my opinion of them now is that “when something sounds too good to be true, it usually is.”
On Dec 6th, I went online to place an order for the SportRack and found a coupon that dropped the price down to about $140 delivered. I placed the order and received my order confirmation and thought things had worked out but I received a call from someone a little later that day stating that the 2EZ Premium SportRack was not in stock and did I want to keep my order or cancel it. I asked when they were expected in and he said they might be in by Friday but probably in a couple of weeks. I told him to let the order stand and he said he would keep me updated.
I called the 888 number later that week and got TJ at the Boston store after seeing it In stock online and asked if the 2EZ was in stock. He said it was not at his store but that I could check with the other stores after 10 am. I asked why the website showed them as currently in stock when they weren’t. He said he didn’t know but it sometimes takes a while for the website to update or something like that. I did call the 888 number later and got someone in Denver who basically said the same thing.
I did the comment form the following week and got a response on the 16th stating:
“I have checked with Thule and unfortunately the Sportrack 2EZ Premium rack will be on Backorder until the new year. Please contact us to let us know if you would like to keep your order, cancel your order, or possibly come up with a different solution such as a Thule 990XT Double Track.

Thanks, Rack Attack Boston
I thought about it for a couple of days and answered back commenting about the In stock icons that had been on the website for 20 + days when they were out of stock and wondering if they were left there for an opportunity to upsell the customer? I told them that if they wanted to give me the Thule 990XT for the same price, I would take it … otherwise, let the order stand. They’re response on the 20th was:
“Yes unfortunately the stock icons are not in real time. We do apologize for that. Also, we can not send you the Thule 990XT for the same price, as it is almost twice the price. If you would like to speak to representative, feel free to call us at xxxx.
Thanks,
Rack Attack”
Now, I can understand products being out of stock and I can understand sales people not knowing what’s going on but I have to question the business practices of offering a product at a very low pricepoint that is not in stock, or only in stock occasionally, just to drive business to a website or company so that there is an opportunity to upsell the consumer. Most reputable companies that I have dealt with maintain their websites to reflect their inventory. I’m surprised that RackAttack has not figured out how to do that as well.

So, right now I'm very dissatisfied with RackAttack. They have low prices but what good is a best buy if they can't deliver. I wish I could commend their customer service but that went away with their nonchalant attitude and when they tried to upsell me. Just went against my grain.

EDIT 1/18: Well, I thought it only fair to come back and modify my overall rating from 1 star to 2 stars. The day after I wrote my 1st review, I received an email stating that my order was being shipped. Strange how one would suddenly turn up 3 wks after placing my order. The only reason I upgraded the star is because they did ship the Premium Sportrack. It looks like most people have good experiences (good for you) but for me, not so much but I do enjoy the rack. Built well, quiet even with bike(s) on it and pretty stable on the highway. Not a bad deal.

"

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5/5

posted Dec-14-2011

"Great online retailer -- feedback and ratings speak for themselves. They are consistently less expensive than REI. Don't waste your time trying to find the right parts if your looking for a roof rack -- these are pros. Fast delivery and great communication via UPS tracking. Ordered 12/10 and arrived 12/14."

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5/5

posted Nov-30-2011

"Interesting story here. Called local REI (Northridge, CA) and for 35 minutes after opening, still on answer machine stating they were closed.

This lead me to go online and thankfully found this great retailer, that I will definitely recommend to all my friends. Not only were the two stores in Portland that I spoke to helpful but the pricing they were offering was night and day different than REI.

Awesome expperience and I look forward to future business with this store."

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5/5

posted Nov-28-2011

"Amazing service and would recommend to anyone!!!!!!"

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5/5

posted Nov-09-2011

"I'm they guy that is always very cautious when making purchases online, so if you're like me then have confidence in this company. Live in Seattle and ordered a Yakima rack at around 4pm, purchased standard shipping. They emailed me with a confirmation email, and UPS tracking code promptly. Came home from work the very next day and was pleasantly surprised to see my rack had arrived. Around 24 hour after I placed order. Granted they shipped it out of their Portland, OR store which is close enough to Seattle, VERY IMPRESSED with speed of service! Would recommend to family and friends, along to everyone else reading this. Good to know their are still good honest places still around."

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5/5

posted Oct-21-2011

"Our experience was wonderful. We have a 5th wheel and wanted to transport kayaks, so you couldn't go with the normal over-the-truckbed carrier. Peter knew exactly what to get and ordered it for us. It arrived timely, we were able to install the racks ourselves, and look forward to take our kayaks with us when we camp. Thank you, Rack Attack. I called all over Michigan, and no one could help me."

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