Hooke Road Customer Service Issue

[walruson]

I purchased a @Hooke Road® roof rack for my 4-door Bronco last week, and it arrived in a fairly damaged package with a significantly bent front side rail. I attempted numerous times to reach out to their customer service line: 620-399-6720, which no one ever picks up. You can try it for yourselves.

I attempted to reach out to their customer service request form, and resorted to emailing them at: [email protected]. Fortunately, I only received one response later that night. However, the main solution they offered me was for me to bent it back into shape and repair the paint damage myself.

I am by no means a metalworker and don’t feel comfortable repairing a damage product that may lead to damaging my vehicle if I messed up the repair, nor taking it on a highway and putting others at risk with. I also paid for a product that I expect to be in near pristine condition, as any normal buyer would expect.

Since Wednesday and a few follow-up emails, it’s been radio silence and no response. I may seem impatient, but the 30-day clock is ticking, and I rather have a solution sooner rather than later.

So unless @Hooke Road® decide to reach out again with a better solution (at this point replace the rails or issue a refund and shipping label), let this be a warning to anyone who decides to purchase a product directly from their website. You better hope that you receive your product arrives in 100% condition, otherwise you will be out several hundred dollars and have a 60lb paper weight sitting in your storage. Or, just skip this company and go with a more reputable US based company.

So @Hooke Road®, if you’re reading this. Please have your customer service team respond to messages. For my fellow Bronco owners, I will share any updates that I have.

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[Smalltomato]

Wow, insane response to seeing that damage.

 

[Dlars99]

I had the same thing happen and same email just different product. Took about a week to get it sorted out but they sent out a replacement.

 

[Rydfree]

I purchased a @Hooke Road® roof rack for my 4-door Bronco last week, and it arrived in a fairly damaged package with a significantly bent front side rail. I attempted numerous times to reach out to their customer service line: 620-399-6720, which no one ever picks up. You can try it for yourselves.

I attempted to reach out to their customer service request form, and resorted to emailing them at: [email protected]. Fortunately, I only received one response later that night. However, the main solution they offered me was for me to bent it back into shape and repair the paint damage myself.

I am by no means a metalworker and don’t feel comfortable repairing a damage product that may lead to damaging my vehicle if I messed up the repair, nor taking it on a highway and putting others at risk with. I also paid for a product that I expect to be in near pristine condition, as any normal buyer would expect.

Since Wednesday and a few follow-up emails, it’s been radio silence and no response. I may seem impatient, but the 30-day clock is ticking, and I rather have a solution sooner rather than later.

So unless @Hooke Road® decide to reach out again with a better solution (at this point replace the rails or issue a refund and shipping label), let this be a warning to anyone who decides to purchase a product directly from their website. You better hope that you receive your product arrives in 100% condition, otherwise you will be out several hundred dollars and have a 60lb paper weight sitting in your storage. Or, just skip this company and go with a more reputable US based company.

So @Hooke Road®, if you’re reading this. Please have your customer service team respond to messages. For my fellow Bronco owners, I will share any updates that I have.

Did you file a damage claim with the shipping company ?

 

[TX-Dennis]

If they continue to give you the runaround you may want to dispute the charge with your card company.

 

[Haelous]

Did you file a damage claim with the shipping company ?

The shipper is obligated to do that. Charge back is the correct choice if the vendor will not assist.

 

[walruson]

I am still hoping that @Hooke Road® responds to my email and ships out a replacement part as they did with @Dlars99. I think that's the easiest option for every one.

If I am not mistaken, the shipper typically files the claims, but as a recipient, I am just entitled to $100 if FEDEX approves my claim. Also, I did check with credit card company, but Visa, through https://www.cardbenefitservices.com/, does not cover car accessories at all. So that's something important to know and keep in your back pocket.

 

[Rydfree]

The shipper is obligated to do that. Charge back is the correct choice if the vendor will not assist.

The shipper, the recipient, or a third party can file a damage claim with UPS1234. The claim must be filed within a certain time period and include proof of insurance, value, and damage52. The claim can be filed online or by phone, and the status can be viewed on the UPS Claims Dashboard2. UPS claims tend to take about ten days to investigate and process3.

Not sure about FedEx but UPS satisfied my damaged product the one time I filed with them.

 

[Reidt131]

I purchased a @Hooke Road® roof rack for my 4-door Bronco last week, and it arrived in a fairly damaged package with a significantly bent front side rail. I attempted numerous times to reach out to their customer service line: 620-399-6720, which no one ever picks up. You can try it for yourselves.

I attempted to reach out to their customer service request form, and resorted to emailing them at: [email protected]. Fortunately, I only received one response later that night. However, the main solution they offered me was for me to bent it back into shape and repair the paint damage myself.

I am by no means a metalworker and don’t feel comfortable repairing a damage product that may lead to damaging my vehicle if I messed up the repair, nor taking it on a highway and putting others at risk with. I also paid for a product that I expect to be in near pristine condition, as any normal buyer would expect.

Since Wednesday and a few follow-up emails, it’s been radio silence and no response. I may seem impatient, but the 30-day clock is ticking, and I rather have a solution sooner rather than later.

So unless @Hooke Road® decide to reach out again with a better solution (at this point replace the rails or issue a refund and shipping label), let this be a warning to anyone who decides to purchase a product directly from their website. You better hope that you receive your product arrives in 100% condition, otherwise you will be out several hundred dollars and have a 60lb paper weight sitting in your storage. Or, just skip this company and go with a more reputable US based company.

So @Hooke Road®, if you’re reading this. Please have your customer service team respond to messages. For my fellow Bronco owners, I will share any updates that I have.

Please kindly do makeshift metalworking and body filler!?! Lmfao what a response.

 

[Hooke Road®]

I purchased a @Hooke Road® roof rack for my 4-door Bronco last week, and it arrived in a fairly damaged package with a significantly bent front side rail. I attempted numerous times to reach out to their customer service line: 620-399-6720, which no one ever picks up. You can try it for yourselves.

I attempted to reach out to their customer service request form, and resorted to emailing them at: [email protected]. Fortunately, I only received one response later that night. However, the main solution they offered me was for me to bent it back into shape and repair the paint damage myself.

I am by no means a metalworker and don’t feel comfortable repairing a damage product that may lead to damaging my vehicle if I messed up the repair, nor taking it on a highway and putting others at risk with. I also paid for a product that I expect to be in near pristine condition, as any normal buyer would expect.

Since Wednesday and a few follow-up emails, it’s been radio silence and no response. I may seem impatient, but the 30-day clock is ticking, and I rather have a solution sooner rather than later.

So unless @Hooke Road® decide to reach out again with a better solution (at this point replace the rails or issue a refund and shipping label), let this be a warning to anyone who decides to purchase a product directly from their website. You better hope that you receive your product arrives in 100% condition, otherwise you will be out several hundred dollars and have a 60lb paper weight sitting in your storage. Or, just skip this company and go with a more reputable US based company.

So @Hooke Road®, if you’re reading this. Please have your customer service team respond to messages. For my fellow Bronco owners, I will share any updates that I have.

Hi there,
This is hooke road and we sincerely apologize for the inconvenience.
Our customer support team have contacted you to solve your issue, please kindly check the inbox or the spam.
Here is our email: [email protected]
Waiting for your update!

 

[walruson]

So update after @Hooke Road® emailed me. So far, the customer service response has been significantly unsatisfactory, and they offered me $50 as a discount for the damages.

This means, I essentially in the end I paid $400+ for a broken roof rack, that I cannot install and potentially unsafe for the road. I think plenty of opportunities were given, and now I am requesting a return for a full refund.

I'll provide everyone with an update if this is successful. If not, then avoid @Hooke Road® and spend your money elsewhere like with @RCI Offroad (great customer service) or @TrailRax.

Apparently @RuddyMuts had a similar poor packaging issue that lead to damage en route, and @Hooke Road® sent a replacement for his rack, but has yet to extend that offer to me.
https://www.bronco6g.com/forum/threads/anyone-tried-this-full-rack-yet-500.86628/

 

[TrailRax]

So update after @Hooke Road® emailed me. So far, the customer service response has been significantly unsatisfactory, and they offered me $50 as a discount for the damages.

This means, I essentially in the end I paid $400+ for a broken roof rack, that I cannot install and potentially unsafe for the road. I think plenty of opportunities were given, and now I am requesting a return for a full refund.

I'll provide everyone with an update if this is successful. If not, then avoid @Hooke Road® and spend your money elsewhere like with @RCI Offroad (great customer service) or @TrailRax.

Apparently @RuddyMuts had a similar poor packaging issue that lead to damage en route, and @Hooke Road® sent a replacement for his rack, but has yet to extend that offer to me.
https://www.bronco6g.com/forum/threads/anyone-tried-this-full-rack-yet-500.86628/

Happy to step in and help answer any questions you may have about our products once this situation resolves. Feel free to reach out at anytime!

 

[walruson]

Final update (hopefully).

@Hooke Road® ended up sending me an entire replacement rack last week, and I was finally to install my roof rack yesterday. The only issue was the box came in damaged again, and the front racks had some scraps on the leading edges, but fortunately no bends.

Aside from that, installation was straightforward, and the roof rack came out solid.

 

[Zogman]

[

I was going to buy one of these racks but if the manufacturer cannot ship their products without damage, or manage their shipping companies properly, it must be a VERY POORLY Run organization! Inexcusable the response! pub QUOTE="walruson, post: 2272821, member: 58992"]
Final update (hopefully).

@Hooke Road® ended up sending me an entire replacement rack last week, and I was finally to install my roof rack yesterday. The only issue was the box came in damaged again, and the front racks had some scraps on the leading edges, but fortunately no bends.

Aside from that, installation was straightforward, and the roof rack came out solid.

[/QUOTE]

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