So I order the Bestop Highrock Rear bumper with carrier from Race-Mart. It comes to my house, I get home and go to put it on, only to realize it's a TJ bumper. I email Race-Mart to see what can be done for the exchange, everything is going well, looking like I can just get the JK bumper by paying the difference. Then, while trying to clean up the boxes the bumper and carrier came in, I find that the carrier's powdercoat is damaged, there are scratches and chips on every part of the carrier. So I inform the Race-Mart rep and he informs me that he can't take it back if it isn't in re-saleable condition.

Can anyone give me advice on how to handle this? I'm pretty sure that I'm gonna get shafted money-wise, so what can I do to make it less worse?

 

Did it come damaged, or has the damage occurred since it was delivered to you?

 

Came damaged

Don't tread on me.

 

The box was all busted up

Don't tread on me.

 

Did you order a TJ or JK bumper? If they shipped you the wrong bumper then it's their fault and you just say it came that way and tough luck you're taking it back and sending me what I ordered. If they fight you call the credit card company and let them get involved.

 

I thought I ordered a JK bumper, the picture and description on the site showed the JK bumper on a JK, but in small letters said "TJ" at the bottom. I thought they sent the wrong one until he showed my my receipt.

Don't tread on me.

 

I am a marketing guy for the entire Northern Ca division of my company and I know one thing: customer service is by far the single most important thing for any company.

Here's what you do. You simply flat out refuse anything other than a full refund toward the purchase of the new item, regardless of whether you ordered the right one or the wrong one.

It arriving damaged is unacceptable. It arriving damaged and you being blamed for it is A nail in the coffin for a company that needs repeat business. Any higher level manager at that company should do a swap for the right item and gladly. Just ask for the manager, be nice as you explain the situation and how you'll gladly pay the difference toward the correct bumper, and refuse anything but compliance. Literally tell them you are simply not hanging up until you get what you want. Been there done that through many a long pause as we both wait for the other to hang up and i stay and wait. "Not going any where. Making you work latw til you fix this." And start whistling zippitydoodah. And if you do get what you want, put a nice call in to the district guy and tell him how happy you are. Discounts will be in your future.

See, the problem isn't you. Nor is it the first person you talk to at the company. The problem is the lack of business sense by the company in moments like this. And tell them that. "So let me get this straight. I received damaged product and simply want to exchange it, you have this opportunity to impress me by simply following through on this swap so I can go tell my on line community how much you rock and then I will buy from you again one day, but you're uh... Not? Really? Does your quarterly report reflect growth with this strategy? I highly doubt it. Can I talk to someone there who knows business? Look I am a paying customer and I will be again get me the next level up I don't have time for this. You're following through with this because you're stupid not to. Matter of fact if I really wanted to be an ass I would deny you the opportunity to fix this and trash your company any chance I could. But i get it. youre a lovely person i am sure, your supervisors have simply failed to explain to you the monetary gians associated with customer service.Your manager. Now."

You'll get what you want unless they are the stupidest people on the planet.

 

This helps a ton. Race-Mart charges a 25% restocking fee so when my dad talked to them he told them that we plan on buying the bumper that actually fits my vehicle, so the rep said they wouldn't charge the restocking fee if we did do business with them. Only thing is the guy says he couldn't take the carrier if he couldn't sell it as new. I'm shipping the stuff back today so whenever we get in contact with time I'll be sure to use some of those tactics. Thanks so much

Don't tread on me.