Extreme Terrain (what a mistake)

[dopeshiznit]

Wife and I just had new wheels and tires delivered this afternoon. Very disappointed in the customer service at Extreme Terrain.

4 of the 5 wheels are scratched and the center caps were loose in the boxes and have some dents.

After an hour on the phone with two different reps that seemed like they really did not care in the least, our only options are to load the wheels up and drive them to UPS ourselves to send back. No pick up option and we were told we would have to pay shipping back. Either a refund or wait 2-3 weeks for another set.

We are more upset about the lack of care on the behalf of Extreme Terrain.

After being on hold, we were told a supervisor I believe named Chris would take the case and give us a call. We never heard from the supervisor. Before telling us the supervisor was going to call us the agent said he would ask if a supervisor would take the call but "they would probably give him the run-around and not take it right now". Basically like the run-around we are getting.

Why not just offer us a credit for all of this hassle and we would just keep the wheels and deal with the scratches? Seems much easier than the shipping and replacement. And no way are we paying shipping for a return that is not our fault.

We had a long list of items we needed for this project but will definitely not be buying from this site again.

Once we get these wheels dealt with and I guess returned the new set will be bought local. Probably should have to begin with.

Any other recommendations on online sites with great customer service for the rest of our project? We are seeing great things about Northridge.

Thanks everyone, we were just really excited about our first Jeep project and this really was disappointing.

 

[mrblaine]

Wife and I just had new wheels and tires delivered this afternoon. Very disappointed in the customer service at Extreme Terrain.

4 of the 5 wheels are scratched and the center caps were loose in the boxes and have some dents.

After an hour on the phone with two different reps that seemed like they really did not care in the least, our only options are to load the wheels up and drive them to UPS ourselves to send back. No pick up option and we were told we would have to pay shipping back. Either a refund or wait 2-3 weeks for another set.

We are more upset about the lack of care on the behalf of Extreme Terrain.

After being on hold, we were told a supervisor I believe named Chris would take the case and give us a call. We never heard from the supervisor. Before telling us the supervisor was going to call us the agent said he would ask if a supervisor would take the call but "they would probably give him the run-around and not take it right now". Basically like the run-around we are getting.

Why not just offer us a credit for all of this hassle and we would just keep the wheels and deal with the scratches? Seems much easier than the shipping and replacement. And no way are we paying shipping for a return that is not our fault.

We had a long list of items we needed for this project but will definitely not be buying from this site again.

Once we get these wheels dealt with and I guess returned the new set will be bought local. Probably should have to begin with.

Any other recommendations on online sites with great customer service for the rest of our project? We are seeing great things about Northridge.

Thanks everyone, we were just really excited about our first Jeep project and this really was disappointing.

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I do it another way. I tell them what I want and then I let them blather which I wholly ignore if it isn't exactly what I need. Then I don't do anything except document the issues clearly and file a dispute with the credit card company or PayPal. When they get the dispute notification, they either step up and take care of business or they lose. I don't care which. I haven't lost yet.

I tell them the boxes are packed and ready for pick up or call tags. Send them, or arrange pick-up. If that doesn't happen, the dispute goes in. Keep emotion out of it. Keep what you expect out of it. Just say that you did not get what you paid for and you want exactly what you paid for. Basic, simple, to the point.

 

[Chris]

I do it another way. I tell them what I want and then I let them blather which I wholly ignore if it isn't exactly what I need. Then I don't do anything except document the issues clearly and file a dispute with the credit card company or PayPal. When they get the dispute notification, they either step up and take care of business or they lose. I don't care which. I haven't lost yet.

X2 to this.

I do the exact same thing. Tell them what you want, document everything, and if they don't want to be reasonable, file a dispute with the credit card company.

I've had to do it three times in the past 5 years I think, and every time they've given me my money back. In fact, every time the company got the dispute notification, they refunded me willingly at that point.

I then proceed to leave them a lengthy and detailed negative review, and never do business with them again.

 

[Chris]

By the way, for wheels and customer service I've had good luck with Northridge. If you can find the wheels you want on Amazon, that is also a good way to go as well, but only if they are fulfilled by Amazon.

I say that because Amazon's return policy is pretty stellar. They'll pay for return shipping if they are damaged, arrange pickup, give you shipping labels, etc., all for no cost to you (assume they are damaged).

Of course that only applies to items shipped and fulfilled by Amazon.

If you can't find them on Amazon, I'd try Northridge. I've had bad luck with Quadratec as well as Extreme Terrain. Those are two companies who will never get my business again.

 

[Rubicon John]

I do it another way. I tell them what I want and then I let them blather which I wholly ignore if it isn't exactly what I need. Then I don't do anything except document the issues clearly and file a dispute with the credit card company or PayPal. When they get the dispute notification, they either step up and take care of business or they lose. I don't care which. I haven't lost yet.

I tell them the boxes are packed and ready for pick up or call tags. Send them, or arrange pick-up. If that doesn't happen, the dispute goes in. Keep emotion out of it. Keep what you expect out of it. Just say that you did not get what you paid for and you want exactly what you paid for. Basic, simple, to the point.

Is there even a need to tell them what you want? Or, in theory, can you just skip that and file the dispute?

 

[Chris]

Is there even a need to tell them what you want? Or, in theory, can you just skip that and file the dispute?

When you file the dispute, they (the bank) want to know that you've made every attempt to resolve the dispute personally before actually filing a chargeback.

So it's in your best interest to at least try and resolve it with them first.

 

[Apparition]

I’d recommend Summit Racing, they’ll mount them and send to your door ready for install. Great customer service from my experience.

 

[Rubicon John]

When you file the dispute, they (the bank) want to know that you've made every attempt to resolve the dispute personally before actually filing a chargeback.

So it's in your best interest to at least try and resolve it with them first.

Good point! I like the advice in this thread. You really can’t let the bigger companies leave you unhappy when you pay for a product or service. Be civil, state your case, and turn it over to the CC company or PayPal if you don’t get what you paid for.

 

[Hog]

It’s been said before but companies like that just keep going down hill.. I bought wheels from them(sister company American muscle) for my mustang about 7 years ago.. one wheel was scratched , I called them and before I hung up the phone the guy already had another wheel on its way to me with a return label for me to send back that scratched one... now you call them and it’s a joke!

 

[Chris]

Good point! I like the advice in this thread. You really can’t let the bigger companies leave you unhappy when you pay for a product or service. Be civil, state your case, and turn it over to the CC company or PayPal if you don’t get what you paid for.

I agree. And with the condition those wheels are in, there’s no reason they shouldn’t be making it right, including paying for return shipping.

 

[Apparition]

It’s been said before but companies like that just keep going down hill.. I bought wheels from them(sister company American muscle) for my mustang about 7 years ago.. one wheel was scratched , I called them and before I hung up the phone the guy already had another wheel on its way to me with a return label for me to send back that scratched one... now you call them and it’s a joke!

Got wheels and tires from American Muscle last year for my Mustang, had no issues and well packaged.

 

[fourpointzero]

Extreme Terrible! They have abismal customer service. I too had to count on my bank to credit me back for a sale. Decided it would be the last time I’d deal with them. Ever. Now when I see Jeepers with XT branding on their Jeeps, I cant help but think they’re simply ignorant buyers. Sorry, but that’s the perception

Looks like you got steel wheels. Worst case scenario, you can at least touch them up w black Rustoleum.

Wishing you good resolve!

 

[Rick Flair]

I’d recommend Summit Racing, they’ll mount them and send to your door ready for install. Great customer service from my experience.

Second summit. I haven’t bought wheels or tires from them, but super fast shipping, great prices and excellent customer service.

 

[TrueTexas]

I had a wonderful experience with 4WP and ProComp customer service on my wheel purchase.

Initially, I had one wheel that was missing the bolts for the centercap. When I spoke to ProComp, they asked me to call 4WD and they would authorize a new centercap to be sent to me. I called 4WP and told them who I spoke to at ProComp and they shipped me a new Centercap with no questions asked.

Second. When I finally got around to installing the centercaps, one wheel had misthreaded bolts.
I called ProComp again and after sending a video to them of the issue, I had a new wheel sent to me at no charge. They even said keep the old as a spare.

For what it's worth, I have had great experiences with Quadratec and RockAuto as well.

The only companies I won't do business with are CarID and carparts.com. Horrible experiences with them.

 

[CharlesHS]

Extreme Terrain first opened around 2003.
I purchased several parts from them around 2013 and their Customer Service was good.
It's unfortunate that as some business's grow; their customer service does not.

 

[Goatman]

Quadratec... And that is as polite as I can be.

 

[Chris]

Quadratec... And that is as polite as I can be.

Couldn't agree with you more on that one.

 

[fourpointzero]

Luckily, Ive had no issues with Quadra-shit.

Actually, one of my first orders, way back, they charged my card and then sent me notification via email that the item was on back order. I just canceled the order. After that incident, I would call them to find out if the item was actually avail to ship.

As of hearing some of the QT issues from fellow forum members, I’ll avoid them. There’s just too many other reliable sources to deal w QT or ET’s bullshyt.

 

[Apparition]

Luckily, Ive had no issues with Quadra-shit.

Actually, one of my first orders, way back, they charged my card and then sent me notification via email that the item was on back order. I just canceled the order. After that incident, I would call them to find out if the item was actually avail to ship.

As of hearing some of the QT issues from fellow forum members, I’ll avoid them. There’s just too many other reliable sources to deal w QT or ET’s bullshyt.

I’ve never had an issue with quadratec. First I’ve heard of problems.

 

[billiebob]

file a dispute with the credit card company or PayPal.

THIS ^^^^