As I became frustrated trying to get updates on my order, I looked around for reviews of nfabs customer service. Finding only a few, I thought I'd put up an account of my experience for others.
Pros: solidly built product, polite when actually reachable
Cons: product finish, missing parts, bad communication, cumbersome ordering process, failure to remedy problems
I contacted nfab about purchasing a light bar for my truck. I recieved a prompt reply with special payment details as the product I wanted was not listed on their site. They said I needed to fax a copy of my credit card and driver's license for payment. I didn't feel secure in doing so. I understand that the product I wanted was not listed on the site, but having a web payment system in place, it seems I should have been able to pay in another fashion. On with the story.
After sending my payment, I didn't hear anything back from them; not an order confirmation, not even a thank you. They were initially quick to take my money, but then it was like I had ceased to exist. After a couple days I sent email inquiries which went unanswered. A few days later I then started calling for updates. After several phone calls and almost two weeks later, my product was finally shipped. I am not disputing that products take time to assemble, but their lack of communication is what I have issues with. I don't like paying for something and not knowing where it is. And yes, my credit card was billed prior to them shipping my product.
When my bar finally arrived, I was initially pleased with the packaging job and the quality of the product itself. Upon closer inspection, I noticed several flaws in the powder coating finish. There are also pieces of my bar which were bent. I also soon discovered that they had not included any of the mandatory assembly/mounting hardware.
After placing another call to them and was assured that they would ship me the parts. They have yet to show up a week and a half later. I sourced parts locally and have installed the bar. It should be noted that it also came sans instructions. Most of it was straightforward enough, but I called upon another member here to ultimately guide me through an unclear part of the process.
All in all, I'd have to think twice about purchasing a product from them again. I'm happy (for the most part) with the product itself, but I don't like being uninformed, and was less than thrilled with their customer service.
Again, this post was not meant to tear them apart, or to praise. Just to share my experience.