RRO: Well-Meaning Incompetents

ASUKJ · **Posted:** Sun Jun 24, 2007 6:34 am

Anybody else had a comedy-of-errors experience trying to deal with Rocky Road Outfitters? It took three shipments and nearly four weeks to get my order right (OME springs/shocks/struts). On two occasions I was promised a return shipping label so I didn't have to pay the freight for one of their mistakes but the label never arrived. Now there's a $400 mystery charge on my credit card!

Compounding the situation is the fact they're so conciliatory on the phone. The folks I've spoken to have been completely professional and accommodating, they've bent over backwards to try to make things right but... just... can't... seem to follow through. I almost wish they were more of a pain in the stupid to deal with, could then work myself into a real righteous rage. :twisted:

Guess I can look forward to another couple weeks dealing with them on this subject. :roll:

To wrap up on a positive note; got the parts installed on Friday. Couldn't be happier with the results!

DarbyWalters · **Posted:** Sun Jun 24, 2007 8:12 am

There have been constant complaints about shipping, customer service and credit card problem with RRO. It is too bad it keeps continuing.

pokefan · **Posted:** Sun Jun 24, 2007 8:38 am

Same thing just happened to me. I went on a little rant but mostly because I had taken the Jeep in and found out then that I had the wrong parts after the Jeep had been stripped. With the Jeep all torn apart I was without a vehicle until they got everything shipped which is why I was so upset at the time.

I on the other hand only spoke with one person (Jared) that seemed proffessional and willing to help and after I figured that out he was the ONLY one I would deal with and very willing to get everything done. Just as you said though even with his good intentions the shipping department STILL couldn't get it right and screwed up again.

Overall the quality of product though has been very good. I haven't had a chance to really get out and beat it up but the ride quality is very nice thus far and everything feels great.

JJsTJ · **Posted:** Sun Jun 24, 2007 8:44 am

Wow!

This is such a surprising thing to hear about RRO!? I can't believe they have customer service issues and complaints. :roll:

So did They blame the shipping dept. or are you just guessing it was shipping related?

KJ04 · **Posted:** Sun Jun 24, 2007 8:45 am

DarbyWalters wrote:

There have been constant complaints about shipping, customer service and credit card problem with RRO. It is too bad it keeps continuing.

A STICKY THREAD WARNING for bad experiences with vendors and products might be in order. :idea:

pokefan · **Posted:** Sun Jun 24, 2007 8:47 am

JJsKJ wrote:

So did They blame the shipping dept. or are you just guessing it was shipping related?

Won't speak for everyone but they did blame the shipping dept. when I talked to them.

ASUKJ · **Posted:** Sun Jun 24, 2007 12:42 pm

They didn't blame the shipping dept. outright but I'd say there's a communication problem between shipping and sales. And it sure looks like billing isn't firing on all cylinders either...

Dje Ryu · **Posted:** Sun Jun 24, 2007 8:17 pm

Wait til you try to get money back from them. There's only one person who can do that, apparently. And she's on vacation with the owner, atm.

chetos · **Posted:** Mon Jun 25, 2007 10:53 am

I wouldn't describe them as well meaning?? Do they treat the rest of the Jeep community this way or do they just snob KJ's?

JJsTJ · **Posted:** Mon Jun 25, 2007 11:41 am

chetos wrote:

I wouldn't describe them as well meaning?? Do they treat the rest of the Jeep community this way or do they just snob KJ's?

I have read similar complaints on other forums and also take a look at their ebay feedback some time. :roll:

Milner · **Posted:** Mon Jun 25, 2007 11:44 am

RRO has been the same for MANY years. Ask to speak with Glen. He is the owner, some my remember him from fourwheelers toptruck many years ago....He was in a sami.
RRO is the same with all they serve, sami and XJ people get the same service we do.....
Glen is a nice guy, wheeled with him a few times, lots of friends in common, I just don't like the way he runs his business.

Jeger · **Posted:** Mon Jun 25, 2007 11:48 am

Seems to be a universal thing, I remember on some suzuki forums people would have troubles. But as mentioned they were always willing to make it right.

I think the billing, shipping, and sales departments might be run by the same person?

DarbyWalters · **Posted:** Mon Jun 25, 2007 12:15 pm

No matter what else happens tho...the billing department works like a charm :lol:

spencevans · **Posted:** Mon Jun 25, 2007 1:20 pm

It's funny how they say they have a shipping department like it's a major opperation. RRO is just a tiny little place just a few miles from where I live. They don't have more than a handful of employees. This is really funny.

Jeger · **Posted:** Mon Jun 25, 2007 1:49 pm

Thats why I posed the question about one person pretty much running it all. I knew it used to be a small operation, but wasnt sure how much they had grown in the last 5 years...

Milner · **Posted:** Mon Jun 25, 2007 2:52 pm

Nope still very small....

Dje Ryu · **Posted:** Mon Jun 25, 2007 9:30 pm

Milner wrote:

RRO has been the same for MANY years. Ask to speak with Glen. He is the owner, some my remember him from fourwheelers toptruck many years ago....He was in a sami.
RRO is the same with all they serve, sami and XJ people get the same service we do.....
Glen is a nice guy, wheeled with him a few times, lots of friends in common, I just don't like the way he runs his business.

Yup, a couple guys from Backcountry Crawlers said the same thing at our last meeting. Said he was a nice guy (who even got one of them into 'wheeling) but, none of them were surprised that his company owed me money.

05kjrenny · **Posted:** Mon Jun 25, 2007 9:37 pm

I originally order my lift from them but after 3 weeks of waiting and they already charged the card, I called and they said the shocks were on back order. So I said forget the shocks and ship everything else and the did. Had it in like 2 days. How long would they wait with out calling to tell its back ordered?? Piss poor communications if you ask me. Other than that they were OK for me to deal with. Sorry for your problems, that sucks.

ASUKJ · **Posted:** Mon Jun 25, 2007 11:57 pm

Well thanks for the commiseration, looks like there's a fair bit out there and RRO is earning itself an ugly reputation. I can't imagine they get much repeat business.

KY Liberty · **Joined:** Sat Jul 09, 2005 1:46 pm **Posts:** 1195

I just wish they would take the D30 ring and pinion gears off the Liberty section. I spent 3 weeks without my KJ years ago after ordering the front and rear gears from them. They even claimed to have an employee that had the D30 reverse rotation 4.10 gears in his KJ in the parking lot. When those wouldn't fit at all, they claimed he had gears for a Chrysler 8" up front. Those weren't even close. Finally they changed their story to no one even had a KJ in their parking lot. This was after sending around 4 different sets of front gears. After over 8 hours of phone calls, mostly on hold, I ended up having to pull the front end out of a wrecked 4 cylinder to get the 4.10's up front. After looking at the records on my account, they actually never refunded the money for the front gears.

RRO: Well-Meaning Incompetents

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