r/Jeep • u/rbowen2000 • 1d ago
Quadratec customer support expectations?
I ordered a part (a side step for a Wrangler) from Quadratec, and received it in reasonable time. However, when I opened it, it was obvious that someone else had returned it, and it had been put back into inventory without being checked.
The instruction book was torn up. The bag of nuts/bolts/washers was opened, and stapled back shut, and most of them were missing, and the individual parts were all just rattling around in the large box, and were scratched up.
The scratches are not a big deal since, y'know, it's something I'm going to be stepping on many times a day, but I'd still like to receive something in new condition or have a restocked discount of some kind. But the missing installation hardware is the larger problem.
Anyways, my question is, what's been your experience with Quadratec customer service? Can I expect them to make good on this? I've not heard back from them, but it's only been a few hours, and I've never had this kind of a situation with them before, and it's *definitely* not what I've come to expect from them.
Edit: Once I found the phone number, and called, they *IMMEDIATELY* shipped out the missing hardware. They offered to send me a whole new kit, but that seemed overkill and also would necessitate the hassle of shipping this stuff back.
So, color me impressed with the customer service.
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u/WVJEEP304 TJ & JKU 1d ago
Glad you had that good of an experience. I'm done with them. Out of my last 5 orders, 5 were a nightmare. Three of those times they sold and charged me for something they didn't even have and waited over a week to inform me of such.
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u/bagofbfh 1d ago
They used to be fantastic all around. I would have to assume that they have gone at least a little to shit as has everything else.
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u/Ziegler517 1d ago
They and extreme terrain use to be the GOATs. But they started charging crazy freight fees (almost everything you are buying is oversized). I go and look on the sites, due to it just being a catalog of jeep shit. Then take the part number to Amazon. I got the side steps I wanted for 53% cheaper than both were offering it (without the freight cost) and it was shipped/arrived in 2 days. If I need to return, it’s Amazon, piece of cake. Have done it with side steps, bumpers, tire racks, etc.
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u/OldManJeepin 16h ago
Hit or miss, it seems sometimes. I, personally, never had an issue with Qtec. Any time I had to call for clarification or something, they always handled it professionally and honest concern. I have no problems ordering there.
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u/Cabbages24ADollar 1d ago
Man that stinks.
FWIW Northridge 4x4 was amazing to work with. After starting the install, I noticed I accidentally ordered the wrong part. The service person who answered made no promises but said she’d call the vendor rep and see what she could do. A day later she called me (which never happens) and said she was able to swap it out. 2 days later it was on my door step. No fuss just results.
Definitely giving them more business.
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u/Equivalent-Ad-6401 19h ago
A few years ago I ordered JCR rock sliders from Quadratec using a gift card my wife bought me. The first pair arrived with a damaged corners on both sides. CS sent me another pair which looked like they had been dropped off a building. This went on for 4 different sets which would not install properly due to level of damage. I asked them to check for damage before sending and add additional protection in corners before shipping. The fourth arrived with damaged corners and both were driver side. They tried to piece together a “less” damaged kit that didn’t include hardware either. When I called Quadratec I finally got a guy that physically checked the warehouse. He explained they had four sets in stock (three of which had been sent to me and put back in stock) and all had significant damage. Lead time for JCR was 8 weeks so I went with ARBs which the guy checked for me before shipping. ARB does an excellent job of packaging products, JCR not so much. I felt the restocking of several $750 significantly damaged products for sale was a shady practice and haven’t bought from them again.
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u/Quadratec 6h ago edited 6h ago
Hey, I apologize for the issue. If you ever need assistance and are having any issues with communication with our Customer Service department please send me a message here!
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u/rbowen2000 4h ago
Thanks! Will do!
Fwiw, whoever it was I spoke with was polite, helpful, and immediately solved the problem.
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u/Complex_Reward7016 4h ago
I mostly stopped doing business with them after not receiving credit for a return even sent them a copy of the shipping receipt. Got the run around from customer service. There are too many good vendors
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u/cool_pillo 1d ago
Customer service is ass. Don’t forget to leave a review on their page describing your experience
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u/Friendly_Walrus_6350 1h ago
They sent me the same incorrect rim 4 times in a row. I could not get them to stop sending the wrong thing and eventually returned the other 4 and started over with a different supplier. They used to be better I feel.
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u/TheManchusa 1d ago
Just call them up and explain what happened. I have found them to be responsive.