Can-Back Soft Topper Review *DO NOT DO BUSINESS WITH THIS COMPANY*

EDIT: READ POST #15

I bought my truck in early September and wanted a cover/rack for the bed. I had a shell on my previous truck but didn't like only being able to access the bed from the rear. My buddy has an original Can-Back topper on his first gen and I have always been impressed by the quality, so despite the cost I pulled the trigger on one a few weeks after having my truck. I like the flexibility it offers and will still be able to mount a tent on top or transport kayaks.

MOD NOTE - Can Back - Company link has been removed due to spam rerouting

At this point in time, I am very underwhelmed by the customer service. So far this is a review of the business, as I have yet to receive the product.

September 14: Date order was placed. Was told ship time would be about 3 weeks, prior to ordering. Total cost of Can-Back plus two bars and two reinforcement kits was $3,000.

October 4th: I get an email from Can-Back telling me they saw a response I'd made to someone on their Facebook page that claimed he'd ordered months ago and still hadn't gotten his topper. The email assured me that for my vehicle "Our quotes of 4 weeks out are on track."

October 19th: I sent an email to Can-Back asking for an ETA on my order, as I was going on an out of state trip the following weekend. I received no response.

October 26th: I sent an email to Can-Back saying "Today marks six weeks since my order; this is two weeks past your assurance of four weeks three weeks ago". I got no response.

November 2: I called and talked to the person that had emailed me and assured me four weeks. He told me there was a delay with sewing and that we were looking at about two more weeks.

November 23rd: Got a response to yet another email, this time saying that it would ship on November 30th. We will see if that happens. I had requested that since I've waited over seven weeks past what I'd originally been told, and already missed out on having it for a few trips that they throw in two extra reinforcement supports ($300 value, 10% of my order price). Their response to my email didn't address this at all so I doubt it will happen. Didn't make any other offers.

November 30th: Sent email asking for confirmation that it shipped today.

December 4th: Still no reply to latest email. How do companies like this stay in business? I have a roof top tent that I can't wait to get mounted and try out.

December 7th: Sent another email that won't get a reply, "Can we talk about that extra crossbar reinforcement kit?". I've talked to two other previous customers and their experience was pretty much the same.

December 13th: Called and talked to them, no replies to previous emails. Was told that they were running a few weeks behind. When I told him mine was 12 weeks behind he told me that I'd have have mine before Christmas. He wasn't in the office and told me he'd email me more info when he got back.

December 26th: Christmas came and passed; still no Can-Back. Surprise surprise.

December 27th: Sent an email to cancel my order and filed a claim with PayPal to get my money back. More details to come after that happens.

January 10th: Finally got my money back, 118 days after placing my order and having to create a dispute via PayPal.

 

Wow, very cool! I've had a Best Top soft topper on my 2016 DCSB since I bought it new. Not super happy with the quality, so curious about these! Price is tough to swallow for a soft topper, but the product looks absolutely fantastic.

 

Hopefully someday I'll get to find out!

 

Hah! I sure hope so.

 

Would of already called my credit card company and stopped payment. They obviously don't value your time, or respect you as a customer.

 

This.

I don't understand the lack of communication some businesses try to get away with. Investing in a communications manager should be one of the first things these companies do. Not responding to someone who is only e-mailing you at the timelines in which you said you would have things done is unacceptable.

 

End Thread/

 

I have spoken with a few other people that have dealt with them and this is the standard experience. All eventually received their products though. Unfortunately they are the only soft topper manufacturer with a product that can support weight, so I'm waiting it out. I used PayPal, so they will cover me if I don't get the product.

I absolutely agree with your sentiment, and if I had other options I'd take them.

Can-Back went out of business for a while and if this is how the company was run before, I can see why.

 

Yes hope it all gets handled for you

 

Sounds like Can-Back and FRP, the (former) manufacturer of the FlipPac camper, shared tips on customer service.

 

I've sent an email to them to cancel my order and refund my money. Started a case with PayPal because I'm sure they'll have to take some action.

 

For $3,000 they should be sending you an email thanking you for your purchase, give you an expected lead time and answer any and all questions within a 12-24hr window. That's ridiculous. Sorry for the mishap, but that's just not right. Even a dealership wouldn't treat you that badly. For that kind of money I'd get a reinforced hard shell. I went with traditional softopper for my 2nd gen short bed. I don't plan on putting weight above it. But if I did there are plenty of racks out there that can support weight over it.

Good luck!

 

Stop wasting your time.
Get a softopper.

 

End goal was to mount a tent or transport a kayak up there periodically, that's why the Soft Topper wasn't for me. Refunded money will be going to Diamondback for an HD and I'll mount bars on it.

 

Okay, I finally have my full refund as of today. Only after opening a dispute via Pay Pal and then mentioning the BBB to him did this happen. This is by far the worst experience I have had with any person on Earth, let alone manufacturer of a product. I have spoken to multiple others who have dealt with Can-Back since it's rebirth and they have all had pretty much the same experience. Full payment up front, little to no response on inquiries, delay after delay of product being delivered, IF they ever got it at all. I only ever spoke to one person, @Phoenix2000, who is the "President" of the company. I am pretty sure he himself makes up the company. He flat out lied to me every time I called to ask where my topper was. Doing a little research shows that he owned TruckCandy.com, which either folded or he parlayed into Can-Back to try and resurrect them after going out of business in 2008. To prove these are related, here is the domain info for Can-Back.com, which shows the registrant organization as TruckCandy. I have blocked some info even though this is publicly accessible info.



Here is the BBB page for Truck Candy, which clearly shows complaints of the same nature, with an F rating:

https://www.bbb.org/us/az/glendale/profile/truck-accessories/truck-candy-1126-27002498











Long story short, don't to business with this "person/company" if you value your money or time.

 

Sorry you had to deal with this. It's unfortunate.

I will never understand companies like this. Communication isn't hard. It isn't hard to be honest with people. I understand that businesses are expensive to run. I understand that small & niche businesses are busy. However, a communications manager/specialist should be a no-brainer if you're not able to do it yourself.

There are so many companies that are thriving on this website making expensive products with insane lead times. They're doing that by being honest about production and responding to people in a prompt manner (and obviously making a solid product). I honestly believe you could tell someone that they won't have the product they paid $10,000 for until 2021 if you just tell them that every couple of weeks with a generalized production update.

I'm glad you got your refund. I hope you find a solution for your truck that will serve the purpose you were intending for this.

 

Glad you got your money back.

Prepaying for something like this shouldn’t be legal, the company should have the product in stock.

 

Glad you got your money back but your first problem was spending $2500 on a SOFT TOPPER.

 

I was looking for a soft topper solution that would support weight. That wasn't a problem. The problem was the only company that makes something like that is run by a habitual liar and horrible businessperson.

But you know what they say about opinions and assholes...

 

To be completely honest, you could have purchased a softopper and built a bed rack for the weight you want to haul for 1/3 of the price.

Again, glad you got your money back.