Mountains2metal 2 door cargo shelf. (UPDATE)

[Mountains2Metal]

@Mountains2Metal . Any info about this

Yes. Website description pulled the description from the 4 door description on the single tray option, not the bundle. The mistake has been fixed and we can only apologize and offer the cusomer a return for our error. Waiting to hear back from them.

looks like the 4 door is the only one that shows pics w/ the strut while the 2 door doesn't on their site. My guess is that they just copied and pasted the 4 door info to the 2 door one without realizing their own 2 door product does not come with the struts.

The website was in error in one location. We have now fixed this and will work to get better pictures and a better description.

They are still wrong and leading people to think they are getting something they are not. I would contact them and have them do something about it cause it is 100% their fault since they have the wrong description

We apoligize for any inconvenience this has caused you. We have fixed the error on our website.

Great products, but lousy product descriptions and photos.

We will get better photos and descriptions for these 2 door products and all of our other products. We are a small company and are actively working on providing quality American made products and quality service.

So I got a response for Mountains2metal.

It's a response... kind of a let down but here it is.

Sorry to let you down with my email response. I was hanging out with family this evening and saw the email so I snuck away and gave a response.. It is now midnight and working on fixing these problems. My apoligies.

Wow. No offer to make.it right. Not cool on their end. They obviously screwed up. I expected better from them

We will offer a full refund to the customer. Please read above. It was an honest mistake on the backend of our website and we should have caught it sooner.

No kidding... I have bought just about there entire catalog for the 2 door and all I got back was a shoulder shrug.

Not to put them on blast, but there are other companies out there that make the same quality stuff.

Sorry to let you down. We strive to make quality products and I believe we do a good job.

Same here. That was pretty uninspiring. I was kinda looking at the same system, but I'm going to reconsider that now.

Let me know if I can answer any questions for you. I am sorry that the error on our end has caused this much heartache. My apologies.

If it helps at all, they are the only ones I have seen to make the fold up rack. I did not have any problem with the quality, and the install was good, the customer service was prompt. But that's as far as I'll go to promote them.

Lack luster would be my summary.

What can we do to make this experience better for you? I apologies again for any inconveniences we have caused.

Yeah, I'm not so interested in the fold-up feature. I'm sorta leaning more towards the JCR rear cargo rack since it mounts higher, but the M2M was in the running.

I have a couple of MTMs other items. But a passive shoulder shrug when someone has a problem is a big turn off for me.

Not a passive shoulder shrug. Trying to send an email while hanging out with the family this evenening starting our Christmas break. Trying to let a customer know that I am acgknowleging the issue. We will offer the customer a full refund. That is about all I can say. We are constantly trying to improve our website, pictures, and descriptions. One thing I will say is that we will never make everyone happy. We are definitely trying to but that is not possible. We will keep making our American made products to the best of of our abilities and work to make our customers happy. Come on out to an event and see us, talk to us. Let us know if we are shoulder shruggers after that.

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[Specalt]

Yes. Website description pulled the description from the 4 door description on the single tray option, not the bundle. The mistake has been fixed and we can only apologize and offer the cusomer a return for our error. Waiting to hear back from them.

The website was in error in one location. We have now fixed this and will work to get better pictures and a better description.

We apoligize for any inconvenience this has caused you. We have fixed the error on our website.

We will get better photos and descriptions for these 2 door products and all of our other products. We are a small company and are actively working on providing quality American made products and quality service.


Sorry to let you down with my email response. I was hanging out with family this evening and saw the email so I snuck away and gave a response.. It is now midnight and working on fixing these problems. My apoligies.

We will offer a full refund to the customer. Please read above. It was an honest mistake on the backend of our website and we should have caught it sooner.

Sorry to let you down. We strive to make quality products and I believe we do a good job.

Let me know if I can answer any questions for you. I am sorry that the error on our end has caused this much heartache. My apologies.

What can we do to make this experience better for you? I apologies again for any inconveniences we have caused.

Not a passive shoulder shrug. Trying to send an email while hanging out with the family this evenening starting our Christmas break. Trying to let a customer know that I am acgknowleging the issue. We will offer the customer a full refund. That is about all I can say. We are constantly trying to improve our website, pictures, and descriptions. One thing I will say is that we will never make everyone happy. We are definitely trying to but that is not possible. We will keep making our American made products to the best of of our abilities and work to make our customers happy. Come on out to an event and see us, talk to us. Let us know if we are shoulder shruggers after that.

Thank you for the response l understand it's late, thank you for taking the time to reply.

I did follow up with you in an email. I like the product for sure. I hope you can understand why I was mislead. Mistakes happen. I totally get it.

I would like to follow up with you in the AM via phone. If possible. If not email is fine.

I hope we can talk soon. And thanks.

 

[HighVelocity]

Not a passive shoulder shrug. Trying to send an email while hanging out with the family this evenening starting our Christmas break. Trying to let a customer know that I am acgknowleging the issue. We will offer the customer a full refund. That is about all I can say. We are constantly trying to improve our website, pictures, and descriptions. One thing I will say is that we will never make everyone happy. We are definitely trying to but that is not possible. We will keep making our American made products to the best of of our abilities and work to make our customers happy. Come on out to an event and see us, talk to us. Let us know if we are shoulder shruggers after that.

I see that stung a bit - good, it should. Learn from it. I've run a small manufacturing business before. I know CS is an absolute motherfucker!

However, your response absolutely was a blowoff. I understand being with family and such, but perhaps you should wait until you can give it the proper attention before responding. Even a "Got it, will get back to you tomorrow" would be better than what you sent.

The response you give him though was a half-assed apology and a BS excuse. Instead, "We're terribly sorry, we see the error and will fix it. If you wish, we'll email you a pre-paid return label and will refund you 100%". I always found offering an action to resolve the issue resonated the best with customers.

I know I sound harsh, but this stuff matters. I want you to succeed. Like I said, I own some of your products and think you make good stuff. I've recommended it to many people.

This was a shrug off - no doubt about it. Fix that and you'll earn more customers.

 

[CarGuy]

So I just picked up Mountains2metal cargo bundle for the 2 door.

It's okay quality but the website is 100% false.
I bout this for the folding cargo shelf.... well there 2 door cargo shelf is fix, it does not fold up.

From there website I'm not including a link as to not advertise for product that is misleading.

This is what I got. It's a fixed shelf that definitely does not fold.

I'm not sure if I am going to return it. I want to see what they say about it. But for anyone in the market for a 2 door rear shelf. This is not the one to buy until the company clarifies what there shelf actual is.

Do the headrests fold down without hitting the shelf? I’ve been looking for a shelf, but found many require the headrest to stay up and that’s a deal breaker for me. Thanks.

 

[Squatch]

I'm kind of a... uh... curt person who can be harsh and don't have any M2M products as of yet.

However, we need to remember that there are people on the other end of our words. The response wasn't a shrug or a blow-off. I have received plenty of those. Just because it wasn't an offer to fly out and fabricate a folding setup doesn't mean it was insincere. It was a mistake. You got an apology, the extremely rare explanation, and an invitation to follow-up.

The detailed reply here was an extra effort that should be commended. @HighVelocity do you know what time of year it is and what people in America, regardless of beliefs, do this time of year? This is peak season for spending time with family and friends.

I get the initial frustration in this thread, but the responses to a manufacturer trying to handle CSM with sincerity and spend time with family are disgusting.

Would you rather have an instant refund and some obsequious scripted response or that memory of the time you spent with a good friend or family member, giving others the same courtesy, and wait a few days?

Sincerely,

King of the A******s

 

[GI_Jo_Nathan]

I see that stung a bit - good, it should. Learn from it. I've run a small manufacturing business before. I know CS is an absolute motherfucker!

However, your response absolutely was a blowoff. I understand being with family and such, but perhaps you should wait until you can give it the proper attention before responding. Even a "Got it, will get back to you tomorrow" would be better than what you sent.

The response you give him though was a half-assed apology and a BS excuse. Instead, "We're terribly sorry, we see the error and will fix it. If you wish, we'll email you a pre-paid return label and will refund you 100%". I always found offering an action to resolve the issue resonated the best with customers.

I know I sound harsh, but this stuff matters. I want you to succeed. Like I said, I own some of your products and think you make good stuff. I've recommended it to many people.

This was a shrug off - no doubt about it. Fix that and you'll earn more customers.

This. All of it.

But the thing missing here is that a "Full refund" doesn't take into account the customers time and effort installing and uninstalling, and shipping the product. Sometimes they would appreciate even a small refund alot more and not have to remove and ship it back. At least the offer of it would seem more generous.

 

[BeerRunner]

I see that stung a bit - good, it should. Learn from it. I've run a small manufacturing business before. I know CS is an absolute motherfucker!

However, your response absolutely was a blowoff. I understand being with family and such, but perhaps you should wait until you can give it the proper attention before responding. Even a "Got it, will get back to you tomorrow" would be better than what you sent.

The response you give him though was a half-assed apology and a BS excuse. Instead, "We're terribly sorry, we see the error and will fix it. If you wish, we'll email you a pre-paid return label and will refund you 100%". I always found offering an action to resolve the issue resonated the best with customers.

I know I sound harsh, but this stuff matters. I want you to succeed. Like I said, I own some of your products and think you make good stuff. I've recommended it to many people.

This was a shrug off - no doubt about it. Fix that and you'll earn more customers.

I’m very happy to see m2m respond so quick outside business hours and ahead of holiday too..and not just via email but on this forum. That counts for me quite bit considering there is another sponsor on this forum who doesn’t acknowledge larger concerns I’ve had across all communication means with missing parts and wrong descriptions cough cough @HavocOffroad. All they did was shut down their own thread for further comments.

 

[Copperhorse73]

I'm kind of a... uh... curt person who can be harsh and don't have any M2M products as of yet.

However, we need to remember that there are people on the other end of our words. The response wasn't a shrug or a blow-off. I have received plenty of those. Just because it wasn't an offer to fly out and fabricate a folding setup doesn't mean it was insincere. It was a mistake. You got an apology, the extremely rare explanation, and an invitation to follow-up.

The detailed reply here was an extra effort that should be commended. @HighVelocity do you know what time of year it is and what people in America, regardless of beliefs, do this time of year? This is peak season for spending time with family and friends.

I get the initial frustration in this thread, but the responses to a manufacturer trying to handle CSM with sincerity and spend time with family are disgusting.

Would you rather have an instant refund and some obsequious scripted response or that memory of the time you spent with a good friend or family member, giving others the same courtesy, and wait a few days?

Sincerely,

King of the A******s

This. all of it. I know the team over at M2M and how hard they strive to provide excellent customer service. Mistakes happen and I’m sure they will do right by the OP. I’d be interested in a follow up from the OP after a proper resolution has been reached

 

[CM81]

It's nice to see that they responded on here, but if a company is going to use the "Made in USA" saying then I am going to hold them up to a far higher standard than the cheaper Chinese crap. They should have offered something a little more than a full refund considering the time and effort of installing, uninstalling, and shipping back which is annoying if the box wasn't kept. The higher price tag for "Made in USA" should come with a higher standard when dealing with validated customer complaints.

 

[Specalt]

Do the headrests fold down without hitting the shelf? I’ve been looking for a shelf, but found many require the headrest to stay up and that’s a deal breaker for me. Thanks.

The head rest will still fold down. The sort of lay in the basket if that makes any sort of sense, ill try and grab an image when it is light out.

Here are some photos with the head rest down and the tail gate shut

They do touch the shelf. In a good way though just enough to take the metal rattle noise out of a flat sheet.

 

[CarGuy]

The head rest will still fold down. The sort of lay in the basket if that makes any sort of sense, ill try and grab an image when it is light out.

Here are some photos with the head rest down and the tail gate shut

Thank you.

 

[Ninjak]

It is good to see M2M responded, and I feel his response was good. These companies do not have robots working. They have real people doing real jobs. It is the silly season. People want to be with their families the same as you. Yes, it was a mistake on their backend. That's on the web guy. Yes, it should have been noticed. Billion-dollar companies with full web design staff make the same mistakes. So now, people expect what besides a full refund, for M2M to give away half of their catalog? That for any reasonable person is ridiculous.

Yes, the person spent time putting it in. From the looks of it, it seems well-made and well-designed. It seems NO company makes a fold-up shelf for the two doors. So now the options are not to have a shelf at all or to take time to take it out, ship it back, get a refund, and order another shelf with another company that will do exactly what the shelf you just took out. Why? Because of a mistake on the back-end of the web developer?

I am just chiming in on this conversation as nothing is vested here, it's just my opinion. But I am saying people should stop looking for the exploit button every time a mistake is made. If you want to support an American company that is a small outfit, then stop trying to rake them over the coals when a mishap happens.

 

[Specalt]

This. all of it. I know the team over at M2M and how hard they strive to provide excellent customer service. Mistakes happen and I’m sure they will do right by the OP. I’d be interested in a follow up from the OP after a proper resolution has been reached

I will definitely follow up after a full resolution has been reached. So far the response has been timely from their customer servace, they were good enough to reply via email and in this thread.

I have an open email and post in this thread for them to contact me back.

I will say the product is good. It came packaged well, it installed great.

 

[Specalt]

: Update:

I just got off the phone with Nick Martin.

Form my experience this far M2M is a great company. I sent him an email after the one I posed here asking that he give me a call and he did.

We did come to a resolution. He was offering me a full refund and he was supper apologetic abut the miscommunication on the web site. I understand stuff like that happens. To adress his first email to me we was apologetic about that as well.

I chose not to take any refund or discount (I would just have to buy another system any way).

I did give him a pich for an idea to make the shelf work in a way that would be better for the 2 door. Or atleast the way I had intended to use the flip up shelf. Both on the 2 door and 4 door. If he takes the idea great, if he does not, that's okay too. It would be his time and money to resech and R&D what I piched to him.

My idea was to make the shelf quick release, and add some legs to make a table.

I was looking at the fold up verson because it was all ready detachable from the front. I'm my mind if it had spring pins in the back you just pull out the pins and the shelf would come out. Having the fixed shelf limits the hight of an item in the back of the 2door. In the 4 door just fold out of the way.

So hopefully there will be a quick take out shelf for the 2 door, mabe not a fold up.

Nick said he liked the idea and he would look into it. That's all I can ask.

From my interaction with he was polite receptive and just a good guy.

I do not owe them anything to say that. I will say the kept a customer.

 

[broadicustomworks]

: Update:

I just got off the phone with Nick Martin.

Form my experience this far M2M is a great company. I sent him an email after the one I posed here asking that he give me a call and he did.

We did come to a resolution. He was offering me a full refund and he was supper apologetic abut the miscommunication on the web site. I understand stuff like that happens. To adress his first email to me we was apologetic about that as well.

I chose not to take any refund or discount (I would just have to buy another system any way).

I did give him a pich for an idea to make the shelf work in a way that would be better for the 2 door. Or atleast the way I had intended to use the flip up shelf. Both on the 2 door and 4 door. If he takes the idea great, if he does not, that's okay too. It would be his time and money to resech and R&D what I piched to him.

My idea was to make the shelf quick release, and add some legs to make a table.

I was looking at the fold up verson because it was all ready detachable from the front. I'm my mind if it had spring pins in the back you just pull out the pins and the shelf would come out. Having the fixed shelf limits the hight of an item in the back of the 2door. In the 4 door just fold out of the way.

So hopefully there will be a quick take out shelf for the 2 door, mabe not a fold up.

Nick said he liked the idea and he would look into it. That's all I can ask.

From my interaction with he was polite receptive and just a good guy.

I do not owe them anything to say that. I will say the kept a customer.

Good on you to be objective about it over the evolution of the thread.
Nick's a good dude and his staff have been nothing but great when I've met any of them at events.
He really is a small business owner putting in a ton of hours like most do to carve out something lucrative and fulfilling. All the while battling against overseas copies robbing him of his piece of the pie with what he offers.
Glad ya'll worked it out and glad you and he both took the high road in the end.

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