I purchased a Revolver bumper from Rogue Racing back in late June, only took a couple of weeks to get it to me in Cincinnati. When the box arrived on the dock at work, it was pretty tore up on one end and completely open and re-taped at the top. I couldn't unbox it at the time because I needed the packaging to be intact to get it home in the back of my truck. I Looked it over and only saw a few minor scuffs on the backs of one of the brackets that wouldn't be visible once installed. I couldn't see the front due to the way its packaged and foamed into the box, you have to tear the box down to get it out. I had the driver note on the bill that there was substantial damage to the packaging and scuffs on the bumper so that I could still file a damage claim if the damage was worse once it was unpacked; little did I know, even accepting the shipment in any condition turned out to be a huge mistake. When I got it out of the box, there were gouges through the powder coat and down into the metal on the front of the bumper.
It took over a month for UPS Freight to ultimately reject the claim, I found this out on my own by constantly checking UPS's website for the status. I tried calling UPS to find out why but UPS refused to talk to me and referred me to Rogue. After stringing me out for another two weeks and two emails and a phone call, the President at Rogue tells me that they had a meeting about what to do and decided to do nothing, basically that I'm SOL.
Rogue's customer service certainly could've been better, this drug out over two months with no communications initiated from them. They've only answered my email inquiries about half of the time, I usually had to call them to get an update and whomever I got on the phone, of course, wasn't directly involved and needed to talk to some other decision maker or person in the know who was conveniently not present at the time I called.
Given the relatively low cost of materials on these parts, the profit margin and the volumes involved, I was hoping that Rogue would help me out a bit and win me back as a happy customer in the end, but clearly they could care less, they already got my $2,500 and told me to kick rocks.
Let my mistake serve as a warning: don't accept a shipment of ultimately unknown condition and don't expect Rogue Racing to help you out in any way beyond filing a basic claim with the freight carrier (who was UPS Freight in this case). Also note that UPS Freight will likely take the maximum 30 days to even acknowledge your claim only to ultimately reject it. In the end, I was at least hoping that they'd concede to ship me (at my expense) a replacement part in exchange at their cost of materials or some discount, but no.
It took over a month for UPS Freight to ultimately reject the claim, I found this out on my own by constantly checking UPS's website for the status. I tried calling UPS to find out why but UPS refused to talk to me and referred me to Rogue. After stringing me out for another two weeks and two emails and a phone call, the President at Rogue tells me that they had a meeting about what to do and decided to do nothing, basically that I'm SOL.
Rogue's customer service certainly could've been better, this drug out over two months with no communications initiated from them. They've only answered my email inquiries about half of the time, I usually had to call them to get an update and whomever I got on the phone, of course, wasn't directly involved and needed to talk to some other decision maker or person in the know who was conveniently not present at the time I called.
Given the relatively low cost of materials on these parts, the profit margin and the volumes involved, I was hoping that Rogue would help me out a bit and win me back as a happy customer in the end, but clearly they could care less, they already got my $2,500 and told me to kick rocks.
Let my mistake serve as a warning: don't accept a shipment of ultimately unknown condition and don't expect Rogue Racing to help you out in any way beyond filing a basic claim with the freight carrier (who was UPS Freight in this case). Also note that UPS Freight will likely take the maximum 30 days to even acknowledge your claim only to ultimately reject it. In the end, I was at least hoping that they'd concede to ship me (at my expense) a replacement part in exchange at their cost of materials or some discount, but no.
