"My product arrived damaged direct from the Manufacturer. I didn't realize it until I opened the box after Rack Outfitters generous return period had ended. Rack Outfitters responded to my initial email within 20 minutes of receiving it, and, emailed about an hour later to say they had resolved it with the MFR, that the MFR would send a new shipment the next day. I honestly crindged when I realized the product was damaged and I had waited so long to discover/open the box. I though this was going to be a nightmare, I was proven wrong. RO will be my go to for my gear, I suggest you give them a try too."

"Fast delivery and great customer service. I purchased and shipped a rack to Baltimore MD and one of the parts was faulty. Customer service took care of the issues and sent out a replacement part that arrived in less than a week. Highly recommend."

"I paid full retail price ($900) plus tax for a roof rack at this place. Although I could have gotten the rack cheaper on the net, I support local businesses whenever possible, usually with the added benefit of a higher level of customer service. The owner, Paul, did not disappoint (at first) as he a good job on the installation and was helpful in picking out a high-quality rack.

However, the rack created a ton of wind noise when driving on the highway. So much noise, in fact, that it was difficult to carry on a conversation.

The return policy said the following on my receipt, and on a placard in the store: "15% return fee on opened/assembled items returned within 14 days. Labor is non-refundable, dollar value of free labor deducted from refund."

I decided to eat the restocking fee and value of the labor and return the rack. However, when I showed up to return it, the owner Paul came out firing. He said used racks were not refundable.

I pointed to the statements on the receipt. He said yeah, but the rack is used. I tried to imagine a situation in which you could actually return a "opened/assembled" item without it being used, but couldn't come up with anything. Neither could he.

He flatly refused to honor the return policy. He was also a real jerk about it.

Unless you enjoy entering a universe where logic and reason no longer exist, avoid this place at all costs. I feel that they are greedy and dishonest. This is a local business that is not worthy of your patronage."

"I was looking to purchase a Saris Thelma bike rack. I chose to buy it from Rack Outfitters because they had one of the best prices with free shipping. They also made excellent videos describing each rack they sell which was very helpful in deciding which rack I wanted to buy. Their website had a lot of details about the compatibility of the rack and other details that not even Saris mentions on their site. Other online rack retailers just copy and paste descriptions from Saris.

I ordered my rack early Friday morning on 1/9/09 via Google Checkout, the whole process went smoothly and I got confirmation e-mails quickly from both Rack Outfitters and Google. The item shipped the day that I ordered via their free UPS ground shipping option. The rack was shipped with just the retail packaging and no extra box around it. However, the retail packaging is a thick cardboard box and nothing was damaged.

Overall I am very satisfied with this company, my transaction went smoothly and quickly with no problems."

"This was my first time ordering from this company . I looked around for this rack for some time and couldn't find a better price even for a used one on ebay once you added the high shipping charges that are usually charged there . The shipping was free at Rack Outfitters and it took about 5 days to receive the item I ordered and they also didn't charge any tax since my order was out of their state . The person on the phone was also polite and knowledgeable . I'd certainly recommend this company to anyone. "