"Great sales service and knowledgeable reps. Customer service is almost non existant however. I find it unbelievable that while positioned within the Eastern time zone ORS does not answer their phone calls until late afternoon and then they close sharply at 5PM eastern time. That spells total frustration if you live in the Midwest or on the west coast. Management has told me that this has been "an issue" but while they recognize there is a problem they appear to be in little or no hurry to fix it. They are also terrible in returning phone calls. My history with ORS is to leave messages and make numerous calls until I finally reach someone. ORS will placate you with a apoligies but the end result continues to be the same. So make a list of what questions you need answered because if you do forgot to get a question answered you can kiss that day for getting any help good-bye which makes the consumer satisfaction process very tedious process at best. However, once you do manage to tag a rep they are very helpful, knowledgeable and eager to help. You can get Yakima and Thule in a lot of places so while I am very happy with the $600 plus of product I purchased and with the sales/customer service when I could get it I would not recommend nor will I purchase from ORS Racks Direct again. "

"I ordered a Kelty product that showed as available on their website. The next day, I got an email saying it was out of stock, there would be a couple week delay if I wanted it. I looked at the website, and it was still showing in stock. This was a complete waste of time-- I would not have ordered it if they accurately showed unavailable inventory on their website. While their email was polite, I found this unacceptable. I won't even bother ordering from them again, as I have no way of knowing if what they sell online is actually in their possession."