My Demello pick-up experience (Unresolved)

Edit: I’ve spoken with the people at Demello and they’ve offered some help for the issue at hand. Thanks again for the quick response on a weekend! Awesome customer service and I’ll continue being a Demello customer!

Hey TW/Demello team, just going to share my experience today in this thread, and hope we can get my issue here resolved.

After an 11 week lead time, I managed to schedule a weekend pick up for a pair of dominator sliders. I was grateful that the team would accommodate a Saturday pick up as they were doing an install that day as well. Joe called me Friday to confirm the pick-up.

When I went for my scheduled pick-up, I was met by someone from the team who went to look, and told me that they did not have my sliders, only a pair of short bed sliders associated with my order. They said that they would have to halt production to make the ones I ordered.

I had ordered long bed online, but somewhere in their internal invoicing they had marked me down for a pair of short bed dominators.


Drove 3 hours, 120 miles round trip for these, driving home a quarter tank of gas lighter and empty handed kind of sucked. After such a long wait and paying over a grand for the high end sliders, waiting longer/scheduling this pick-up/drive is kind of a bummer.

The tech who was there seemed like a good dude who was upset for me as well.


@JDEMELLO @Joe-Demello Offroad you still have a future customer in me if we can resolve this unfortunate mix-up, I know shit happens. Hoping we can work something out. Thanks.

 

Why call them out here? Why not contact them by phone? Jason and Joe will take care of you............ I ordered a flat top bumper and after a mix-up (things happen) all was taken care of and I get mine installed on May 11th. Jason was quick to take care of the issue and I feel they have great customer service!

 

Same happened to me with my bunper, but they took care of it and solved the problem. Jason has me as a customer next time for sure.

 

3 mix ups in first 6 post.. Doesn’t sound like good customer service to me.

 

I’m wondering the same, I don’t understand the point of the thread. If they handled it really poorly then sure, maybe, but Jason is a top notch fellow.

 

So they messed up, admitted it, apologized for it, offered a solution that will get you your sliders next week and you think it’s a reason to go online and bitch?

Also, driving 120 miles is nothing. I drove 800 miles round trip to the next city to get my bumper and suspension parts and 5000 miles round trip to get my camper.

 

Mistakes don't make customer service bad................not taking responsibility or fixing an issue does. Not the case with Demello..........

Maybe you should order something from Pelfreybilt.

 

It’s a weekend, and this is the vendor’s sub forum, seems like a good place to reach out and bring visibility to it. I’m not mad - things happen, and I’m sure that it will be resolved properly. I’ll keep everyone updated in this thread.

 

They did not offer a solution as I haven’t gotten to talk to anyone, and I’m not faulting them for that.

It’s a weekend. I’m sure I’ll be taken care of.

As far as making it public, people should know about the experience while they do their research for their purchases.

I haven’t been lost as a customer nor am I upset with them. I’m bringing it up here so it’s known.

No ones bitching, nor is it a pissing contest of how far people drive to get work done.

 

I only order from the east coast..

 

Why weren’t you able to get this sorted out on site as far as a solution? I don’t understand. Tech was going to pass on the issue to get it resolved?

Seems like something you could call about and get sorted out and THEN leave feedback rather than whatever this is supposed to accomplish.

 

I’d beg to differ. TW is good for honest research and reviews, and has referred me to a lot of my purchases, namely the slider purchase in this thread as well. ¯\_(ツ)_/¯

I’ll definitely keep the thread updated with my honest and objective (as much as possible) review. I’m not here to try to down talk anyone.

 

I wasn’t able to get it sorted out because the person was busy with an install and seemed just as confused about it. He said that he talked to Joe about the mix up on site but didn’t get anything definitive


I can agree with that and this is one of the more sensible responses I’ve heard. I can’t slight their customer service as it’s been great.

It’s more-so an ongoing thread about my experience with things.