Pretty Bummed re: Negative experience with Bronco Nation / TrailRax

[murrman]

I ordered a Half Rack w/ Pak Rax for my 2 door a little over a month ago from Bronco Nation (wanted to take advantage of the 10% discount). I need it for a trip I'm taking at the end of the month. It took longer to ship than advertised, which made me nervous, but it arrived yesterday. The major gut punch, however, came when I opened the box and realized they sent me the full rack for the 4 door (no Pak Rax) instead of what I ordered. I would have been frustrated had they sent the full rack for the 2 door without the Pak Rax, but at least that would have been something I could use. Now I'm stuck with a rack that is useless to me, and very little hope of getting what I actually ordered before I need to leave for my trip. I'm waiting to hear back from Bronco Nation, but I'm not optimistic given it took over three weeks to get the original shipment.

I'm not really sure what the point of this post is other than to give me a bit of cathartic release. If it's not appropriate for this forum, mods can feel free to delete.

UPDATE: Someone from TrailRax has reached out, and they are helping to resolve the issue.

UPDATE 2: I’ve spoken with someone from TrailRax, and they have confirmed that they have my correct order, and it matches what Bronco Nation sent them. They are waiting on parts needed for the 2-door racks, and are hopeful it will ship out around the 16th. They can’t explain why I received the 4 door rack. All they’ve been able to say is that I somehow received someone else’s order. They also can’t explain the original response on this thread where someone from TrailRax claimed Bronco Nation sent them the wrong order for me. Bronco Nation has still not responded to me (or to TrailRax from what they relayed to me).

I’m still confused on exactly what happened and why, but I’m holding onto hope that I’ll receive my actual order before my trip. So far, TrailRax has been pretty great with communication (other than whoever posted the first response to this thread). Bronco Nation, on the other hand, has pretty much lost me as a customer.

UPDATE 3: I've now had contact from both TrailRax and Bronco Nation, and I consider the matter resolved. I still don't love how everything went down, but I'm moving on at this point.

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[PWillette]

Sucks, I'd be pissed too.

BTW, cathartic release is totally appropriate on this forum!

 

[1979]

Maybe they'll step up and help you out after seeing this post.

 

[TrailRax]

I ordered a Half Rack w/ Pak Rax for my 2 door a little over a month ago from Bronco Nation (wanted to take advantage of the 10% discount). I need it for a trip I'm taking at the end of the month. It took longer to ship than advertised, which made me nervous, but it arrived yesterday. The major gut punch, however, came when I opened the box and realized they sent me the full rack for the 4 door (no Pak Rax) instead of what I ordered. I would have been frustrated had they sent the full rack for the 2 door without the Pak Rax, but at least that would have been something I could use. Now I'm stuck with a rack that is useless to me, and very little hope of getting what I actually ordered before I need to leave for my trip. I'm waiting to hear back from Bronco Nation, but I'm not optimistic given it took over three weeks to get the original shipment.

I'm not really sure what the point of this post is other than to give me a bit of cathartic release. If it's not appropriate for this forum, mods can feel free to delete.

Hi Sean,
The way our relationship with Bronco Nation works is that when you place an order on their website, their sales rep then places an order for you through their dealer portal on our website. The rep placed an order for what you got - 4-Door Full Rack without Pak Rax. I would suggest bringing this to Bronco Nation Customer Service first, and then they will coordinate from there with us!

 

[murrman]

Hi Sean,
The way our relationship with Bronco Nation works is that when you place an order on their website, their sales rep then places an order for you through their dealer portal on our website. The rep placed an order for what you got - 4-Door Full Rack without Pak Rax. I would suggest bringing this to Bronco Nation Customer Service first, and then they will coordinate from there with us!

Thank you for the reply and clarification on the root of the issue. I've reached out to Bronco Nation with photos of what I received, and I'm waiting to hear back from them.

 

[Tolzer]

@TrailRax

I would suggest that you remove "your" customers full name from your post. Good that you replied, however you have also reached out to him via direct message vs posting his full name for the world to see. I get it, "Bronco Nation" is a drop shipper. Poor customer service on your end for sure. You could have easily rectified this situation.

 

[TrailRax]

@TrailRax

I would suggest that you remove "your" customers full name from your post. Good that you replied, however you have also reached out to him via direct message vs posting his full name for the world to see. I get it, "Bronco Nation" is a drop shipper. Poor customer service on your end for sure. You could have easily rectified this situation.

The name has been removed. We appreciate your feedback and understand the importance of remaining anonymous.

 

[vrtical]

Hi Sean,
The way our relationship with Bronco Nation works is that when you place an order on their website, their sales rep then places an order for you through their dealer portal on our website. The rep placed an order for what you got - 4-Door Full Rack without Pak Rax. I would suggest bringing this to Bronco Nation Customer Service first, and then they will coordinate from there with us!

A rekey order process seems redundant and obviously adds risk. BN should just provide a code for the customer to place the order direct to TrailRax instead of having a middleman approach, I just did an order, it went fine, but was a bit on the slow side, now I know why.

 

[Aknobronco]

Sorry to op for such order hassle. I would be pissed too for part not arriving promptly and correctly.

I rather not deal with sellers who are not in control of their own products and shipment.

 

[userdude]

A rekey order process seems redundant and obviously adds risk. BN should just provide a code for the customer to place the order direct to TrailRax instead of having a middleman approach, I just did an order, it went fine, but was a bit on the slow side, now I know why.

You tryin' ta say there's something wrong with order by paper plane??

 

[11811]

Hi Sean,
The way our relationship with Bronco Nation works is that when you place an order on their website, their sales rep then places an order for you through their dealer portal on our website. The rep placed an order for what you got - 4-Door Full Rack without Pak Rax. I would suggest bringing this to Bronco Nation Customer Service first, and then they will coordinate from there with us!

So Trailrax can't even be bothered to contact Bronco Nation to work this out with them? What about the shipping delay? Is Bronco Nation responsible for that too?

 

[1979]

So Trailrax can't even be bothered to contact Bronco Nation to work this out with them? What about the shipping delay? Is Bronco Nation responsible for that too?

Right. This sounds like a really good opportunity for the company to step up and make it right and work out the details on the back end. Instead they pushed the problem back to the drop-shipper.

I get that it wasn't the mistake of TrailRax that caused the issue but good customer service would be handling the concern and figuring out the problem later.

 

[VehicleNanny]

So Trailrax can't even be bothered to contact Bronco Nation to work this out with them? What about the shipping delay? Is Bronco Nation responsible for that too?

Agree. That was a real missed opportunity. Makes me think the relationship between the two is not good.

 

[Camp Hell Yeah.]

While you're waiting for a response from Bronco Nation, please go ahead and ship me the full rack to me, this will help you heal and feel some of weight of issue lifted from your shoulders.

(Seriously tho, I hope BN makes it right. Good luck.)

I ordered a Half Rack w/ Pak Rax for my 2 door a little over a month ago from Bronco Nation (wanted to take advantage of the 10% discount). I need it for a trip I'm taking at the end of the month. It took longer to ship than advertised, which made me nervous, but it arrived yesterday. The major gut punch, however, came when I opened the box and realized they sent me the full rack for the 4 door (no Pak Rax) instead of what I ordered. I would have been frustrated had they sent the full rack for the 2 door without the Pak Rax, but at least that would have been something I could use. Now I'm stuck with a rack that is useless to me, and very little hope of getting what I actually ordered before I need to leave for my trip. I'm waiting to hear back from Bronco Nation, but I'm not optimistic given it took over three weeks to get the original shipment.

I'm not really sure what the point of this post is other than to give me a bit of cathartic release. If it's not appropriate for this forum, mods can feel free to delete.

 

[Tonka Bronka]

I ordered a Half Rack w/ Pak Rax for my 2 door a little over a month ago from Bronco Nation (wanted to take advantage of the 10% discount). I need it for a trip I'm taking at the end of the month. It took longer to ship than advertised, which made me nervous, but it arrived yesterday. The major gut punch, however, came when I opened the box and realized they sent me the full rack for the 4 door (no Pak Rax) instead of what I ordered. I would have been frustrated had they sent the full rack for the 2 door without the Pak Rax, but at least that would have been something I could use. Now I'm stuck with a rack that is useless to me, and very little hope of getting what I actually ordered before I need to leave for my trip. I'm waiting to hear back from Bronco Nation, but I'm not optimistic given it took over three weeks to get the original shipment.

I'm not really sure what the point of this post is other than to give me a bit of cathartic release. If it's not appropriate for this forum, mods can feel free to delete.

I tried communicating with Bronco Nation on camping for Overland Expo East last year. I could not get a response from anyone.

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