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-16-2011

It's easy to write a complaint about a company and it seems like folks are less likely to commend a business when they do something good which is why I'm writing this. I've been looking at the MagicShine MJ-816E and the MJ-808E bicycle lights at this store plus other online stores and had some questions so had the chance to see how they responded to emails (they don't have a phone number on their site which was kind of frustrating but understandable)and I received responses either the same day or the next. One other store did respond the next day but just gave a generic response (no phone number for them as well). Eventually, I did place an order for the MJ-816E partially because of the upgraded battery pack they offered and for the warranty and one of the other online sellers said this light had been discontinued and wanted me to buy a different light for another $50. I got an immediate confirmation email when I placed the order and another email when they shipped the following day. They might have shipped the same day if I had ordered earlier in the day so I can't fault them for that. 2 days later I had the lights in hand and was very satisfied except that only one of the 3 o-rings sent to attach the light and switch would work on my bike but, fortunately, I had ordered a spare set of o-rings so I was good to go but, again, that wasn't their fault. The price was a little less than other sellers because of a holiday coupon ... otherwise it would have been in line with others. By the way, I did get a phone number with the order confirmation so I feel better if I do require support. Over all, good product - packaged well - shipped quick. I have no problem recommending them to others. Hopefully, I won't need to find out how the return or repair service is.

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2/5

posted Sep-20-2011

Good prices but customer service stinks. Ordered some items on Sunday, got my confirmation number but nothing else since. It's now Tuesday so I called back in and gave the gal the order number but she couldn't find any information on the order and after confirming my address etc, she told me to call back in the after noon. In the mean time, I checked on a couple of the items I'd ordered and they were no longer available. I called back in the afternoon and got the same results ... couldn't find the order but it may be in credit (even though my credit is excellant and there was no problem with the previous orders) but the girl that handled that was not in today (only one girl in credit???). Like I said, Nashbar does have good prices but also tends to short orders I guess because they don't have enough stock to cover their advertised products. Anyway, I cancelled the order (at least I requested it be cancelled but who knows) after she said they'd ship whatever was in stodk once the order was released. I'm pay a little more if it means I'll actually get what I want. Obviously that won't happen at NB and I can understand why they don't participate at ResellerRatings.

Edit:I do need to adjust my rating up 1 star overall. I contacted customer service about 4 items I purchased in Sept and Oct and was told I could return them. I was hesitant about putting all 4 in the same box but I did along with the receipts and used their label. I was tlod that the refund of about $200 would go back to my card(s) used for payment. I was surprised that a couple of weeks later, I received full credit on the 3 cards I had used (minus the cost of the shipping label). I have another shirt that is too small that I'll be returning and hopefully, I'll have the same luck.

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