Great items, received ontime, but horrid customer service
Written: Dec 20 '07 (Updated Dec 20 '07)
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I made the mistake of reading these reviews AFTER I placed the order with Ridegear.com, and was completely panicked. I ordered all of my Xmas off-road Xmas presents from this company, and had paid for second day air to ensure they would arrive on time.
I immediately attempted contact with the company, and received a recorded message saying the phone lines were down for the day. So I emailed them, and received no response. The panic increased. I waited until Monday and received a different recording that the Customer Service and Sales were not in operation for the day. Again I emailed and again received no response.
By Tuesday after a LOT of patience through the phone system which will cut you off after 20 minutes of hold music and apologetic recordings, I reached a live person. He assured me that the order had gone through effective Monday. Something lingered with me based on previous reviews that this might not be true.
By Wednesday late morning with no package in site, no tracking information, or confirmation email that the order went out, I attempted the maze of voice mail. (Hint, right when you get to the 20 minute disconnect message, press Zero and you will go through again.) Two minutes before a live voice answered, my package arrived. Three out of four items, all of them shipped on Monday as the C/S suggested. When the live voice came online, I was told my fourth item was shipped Tuesday and would arrive Thursday, and was given a UPS tracking number.
Today (Thursday) the fourth package arrived. Thankfully.
I can say that what has been summarized by most of the negative reviews here are true about customer service. They do not respond to emails. It is near impossible to reach a live person. Their phone system seems geared towards discouraging phone contact. They immediately debit your credit cards, instead of waiting til the items ship, like most companies. BUT - the items arrived exactly as ordered, and within the time frame promised. High quality, low prices. If you feel like taking a gamble and are not in a hurry to receive your packages, and don't need to be in contact with the merchant, then I would definitely recommend them. If on the other hand, you feel safer being able to reach the company, or want to feel assurance in receiving your packages on time, I would think twice.
Recommended:
Yes
What product did you purchase or try to purchase? Off-road riding gear
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