RCI metalworks orders

Update, looks like only my skids were shipped out and a label was created for my sliders. As 5 of 6 of my packages are on the move and ones showing “label created”. Very disappointed with the lack of communication from RCI and when actually speaking to them getting lied to.

I completely understand the times right now, but don’t tell me my items are done or close to being shipped when they’re 3+ weeks out. If I was told “hey, were super backed up right now covid has our production times slower blah blah. It’s going to be longer and I can’t give you a realistic time on completion” I’d be cool. I don’t like being lied to or ignored when I give someone 1700 for products.

 

I completely agree and apologize for the poor communication. The truth is we have two salesmen taking phone calls and we are struggling to keep up with the volume of emails and calls (averaging about 200 calls per day right now), so I promise we are not trying to ignore anyone. Goes without saying we are hiring right now in order to better the communication and customer service.

That said, we are actually doing quite well on the production side, with our lead times improving a small amount each day. We have been trying to ensure ALL orders ship out in less than 8 weeks on the extreme side (usually more uncommon/large products), and trying to get bed racks and skid plates back in the realm of about a month.

Give us just a little bit more time than usual while we continue to get caught up and I promise we will take care of you!

 

@Joshp767 hey bud, is there any way to track an order? Have an order number but I don't see anything on RCI website to check status of an order.

 

Day 75...still no bed rack...

 

How can you promise that you’ll take care of us when we already feel like that’s not happening? Right now, I’m extremely dissatisfied with the poor communication and the false promises of delivery date as it seems to change every time I call in to follow up on my order. How can you make this a better experience for all of us?

 

I'm standing by to see how this works out before I make a purchase on a full set of aluminum skids for my Gen 3 tacoma (+ fuel tank, A-arms and differential skids too)

@RCI -you can PM me, I've been unable to reach RCI via phone or using their web "contact us" form. The form says "There was an error trying to send your message. Please try again later."

 

They have skids in stock, the hold up is the sliders and racks. I received my stuff yesterday and installed. Unfortunately FedEx damaged my slider in the shipment. I understand it’s going to get damaged at some point doing it’s job however I wanted to be the one doing the damaging. Not some fedex employee dropping it. Overal thought I’m happy with the product I received minus the damage. However the customer service aspect and communication need to improve for those who have ordered. Everyone gets that their will be longer than usual wait times, we just want to be kept in the loop. And given an honest wait and ship time.

 

My brother-in-law and I both feel like we're getting the runaround with regard to our respective orders for 12" universal bed racks and related accessories (for local pickup). We get a very different estimated completion date every time we reach out. They're very nice on the phone, but that goes out the door when I sense that they can't deliver on their commitments.

Josh - I don't see anything on TW or elsewhere that accounts for the false estimates that I and others receive regularly. It feels like your sales staff are trying to be extra nice to cover up for some significant problem with your production or business processes. But as others have said, when completion estimates aren't met, and when there's no follow-up communication, our goodwill starts to fade very quickly. Just be honest about the completion dates or lack thereof.

 

Definitely a lot of unhappy customers and may affect prospective clients from returning.

 

Oh, definitely. I still need sliders and I was going to get it from RCI until this whole experience with them. But who knows, I might still go with them for future purchases only because they are local and I hear their product is solid.

 

I am unfortunately in the same boat. I’m at day 60 now with no bed rack. I already missed the big camping trip of the summer and if I don’t get the rack in in the next week, I will be missing the next camping trip as well. (Still going camping but will have to jerry rig a bed rack for the rtt setup) I just hope it gets here soon. Been told 3 Different times now of delivery dates and all have come and gone with no word or deliveries. I understand the times and some delays but communication is more important in said times.

 

Unfortunately, another week of “the bed racks are at the powder coating and they’ll ship this week.” And still no shipping no./email or communication. Extremely disappointed with the money spent and the lack of anything even close to being considered customer service.

 

Day 77...finally got my bed rack...

 

Did you get a tracking no. email??

 

picked it up locally.

 

Well damn. Ha. Ok. Glad you got it!

 

When I was there, there was like 4 people working on packing and shipping and the bay was full of boxes ready to be picked up.

 

That’s def good to hear. Thanks.

 

63 days and no shipping notification but it’s finally here! Happy it’s here and arrived in good shape.

 

Quick update: my brother-in-law and I both received emails and voicemails saying that our 12" adjustable bed racks and accessories are ready for local pickup. It will have been 6 and 7 weeks for us, respectively, as opposed to the 4-5 weeks that they indicated. So, not horrible, but lacking.

We plan to pick them up and install them tomorrow. I'll provide another update soonish.