RC4WD redeems their self from bad customer service!!! [Archive]

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fhhhstix

12-05-2011, 06:44 PM

9W Monighan

12-05-2011, 07:05 PM

I ordered from them on 12-1-11 and the USPS tracking said it was here in Pittsburgh and I know I'll have it tomorrow the 6th. I never had any problems with them yet but I've only bought the little black shackles a couple times and some of their Renegade axles. In fact my second order of just the rear Renegade is what I'm expecting tomorrow.

rcman

12-05-2011, 07:32 PM

i ordered from them also i usually get it fast but when i had a order that was not complete and i emailed them i never heard from them so i dont order from them anymore.

rc_farmer

12-06-2011, 01:20 AM

AMEN about RC4WD!!!:mad: I hate to order from them, just becasue of their customer service. They were supposed to have gotten a receptionist this year so you could actually talk to someone, but hasn't happened yet:rolleyes:

Espeefan

12-06-2011, 03:31 AM

I placed a big order with RC4WD the Monday before thanksgiving and received it last Thursday via UPS. That is 10 days from the date of order 7 working days. I open the package to find a $90 item missing so I emailed them right then and as of right now I still have not gotten a response from them.:mad:

To add to my anger Saturday I received a USPS package from from a different company in California that I ordered from on Thursday. Two days parcel post from CA and it took UPS 10 days.:confused:

Travis

Well, it was an extended holiday weekend, with Thanksgiving and all, but I'd bet the hold up wasn't so much UPS's fault. Sometimes it takes a couple days for RC4WD to actually process and ship an order, so they probably didn't ship it till Monday of the next week. Leaving UPS to get it to you in 4 days? That's usually pretty normal, for me and the things I order.

I have a feeling your second package came from *** Hobby. They are about the only guys I know who can get your stuff shipped from Cali so fast. Not sure how they do it, but they do. I think a lot of that has to do with how close you are to a sorting facility. If there is one in your town, you'll get your packages faster. It's silly, but if you don't have a sorting facility in your town, USPS ships the packages to neartest town that does, then ships back to where they are supposed to be delivered. Kind of adds another step.

I've generally had good luck with RC4WD. They do make mistakes, but are quick to correct them. Depending how busy things are, it can take a day to get a reply, via email. I'm sure they'll make good on your order. They never let me down. It would be nice if they actually got a full staff though. I think they are still short handed, and their business still booming. They are really the only game in town for some of the things we need. Others are starting to sell their products too. Like *** Hobby, whom I'd rather deal with first, if possible. *** usually has a great stock of RC4WD parts.

ihbuilder

12-06-2011, 04:00 AM

nate his 2nd package was from lil machine shop . they are fast the only co in cali that is slow for me is RC4WD :confused: . my last package from them was my mil spec tires for my m75 . 1 peice of tape over the lid such that when I got my mail delivered it was in the box with the tires . lucky all the tires made it :rolleyes: .

pigeonfarmboy

12-06-2011, 05:44 AM

I've been buy stuff from them for so many years it's not even funny. Sucks you had a bad deal here Travis but I can honestly say for the last year or so they've really pulled their **** together for the most part. I try to primarily use USPS Priority for everything. Fastest service out there for me and I have never had a busted package unlike the others.

siuvinson

12-06-2011, 08:29 AM

I've seen these complaints before over on scale4x4 and usually the response given from the rc4wd reps that are members over there say that its best to order from *** instead of direct from rc4wd. I think they're more focused on the manufacturing and marketing of their products than they are on their direct retail sales...plus, like others have said, they're grossly understaffed for the amount of demand they generate.

It doesn't help your situation unfortunately, but next time try to order from some place like *** thats geared 100% to the consumer.

I hope they make good on your issue quickly!

SmallHaul

12-06-2011, 01:09 PM

Espeefan

12-06-2011, 01:40 PM

I've noticed a lot of places take at least two days to process orders. It's not just the small guys either. Even big companies, like Tower Hobbies, A Main Hobbies, and Outback Toys. The worst part is everyone seems to be getting slower. I can't understand why. Are they waiting for funds to clear and to be sure the payment information given is legit? Thankfully, McMaster-Carr ships the same day or very next day. By far, no one has ever shipped as fast and painless as McMaster-Carr, and I imagine they do way more business then any other company online that I shop at. I often have my orders from them, the very next day, with regular shipping. It helps to live one state away, but still, they are truly on the top of their game!

Lil Giants

12-06-2011, 01:42 PM

We're less than 3wks away from xmas... that should be your 1st clue that some delays in shipping & retail could be a possibility. 2ndly, it's just the start of winter weather!

I got some goodies from Germany coming, they told me two wks ago they might have it to me before xmas day... I said don't do it! Ship it in January. This time of yr the parcel will get abuse and/or lost temporality or indefinitely!

If you have never been affected by the xmas rush before, then you've been dam lucky. ;)

Espeefan

12-06-2011, 01:51 PM

Yes, it's getting close to Christmas, but honestly my experience is that it still took two days to process things, even in the middle of summer, and any other time of the year.

9W Monighan

12-06-2011, 02:12 PM

Is RC4X4 a full time business? I emailed them a couple months ago inquiring about one of their products and it took a couple days+ for a response.
I saw that some of their products have a disclaimer stating a 2-8 day wait before shipping.

Here is a tracking of my current order:

SAN JOSE
CA, 95134
Shipment Accepted December 01, 2011 - 12:52 pm
BELL GARDENS
CA, 90201
Depart USPS Sort Facility December 02, 2011 -
SAN JOSE
CA, 95125
Accepted at USPS Origin Sort Facility December 02, 2011 - 7:53 am
BELL GARDENS
CA, 90201
Processed at USPS Origin Sort Facility December 02, 2011 - 9:08 am
WARRENDALE
PA, 15095
Processed through USPS Sort Facility December 05, 2011 - 5:59 am
PITTSBURGH
PA, 15242
Arrival at Post Office December 06, 2011 - 7:24 am
Sorting Complete December 06, 2011 - 9:33 am
Out for Delivery December 06, 2

Espeefan

12-06-2011, 02:54 PM

Yes, they are full time business. RC4WD usually has everything in stock, even though it sometimes says there is a 2-8 day lead time. This is sometimes true with the special order items, like complete truck kits, but a lot of the single parts are in stock, unless they say so, and in that case you aren't allowed to back order those items. I ordered some Punisher driveshafts, which said they had up to a 2-8 day lead time, but they shipped right away. I think it's a just in case kind of thing.

RC4WD is kind unique because a lot of their products are designed by hobbiests, all over the world, and as far as I know, nothing is machined in house. The business is quite small, working out of a rental suite, and I think the staff consists of at least three people. I think they do a lot of outside consulting on engineering, and designing their parts. I don't know the whole story, but they are a small staffed, small business, which is actually doing really well. If I remember right, the owner and founder is a guy named Hua, who just started out by selling parts for RC Monster trucks about the very late '90s, and things just took off from their. I remember ordering from him, when he was the staff, and no one else.

fhhhstix

12-06-2011, 05:58 PM

This has nothing to do with the Christmas rush it was ordered before thanksgiving. did you not get the part where I ordered from another company in CA that was able to ship the same size box and approximate weight to me in 2 days? No email response today either so it is time to involve Pay Pal!!!!!

Travis

Brel

12-06-2011, 06:06 PM

I have ordered parts from RC4WD and they usually take between ten to fourteen days to get to me in the UK from Hong Kong

Rckcrwlr

12-07-2011, 08:08 AM

Travis,
My name is John. I am the Team Manager for RC4WD. Mind you, I am not an RC4WD employee but I will try to help here.

The volume of orders that RC4WD has sometimes delays the actual ship date. Regarding your reference to the other order from another vendor only says that they were able to get it out faster based on their volume or lack of and infrastructure.

All emails do get responded to but the volume is incredible. Please be patient. I will try to reach out to them and see if I can get more info on your delay.

I apologize for your frustrations and hope this will help.

John

Rckcrwlr

12-07-2011, 08:14 AM

Travis,
Please PM me your order number and email address so I can dig into it.

thanks

siuvinson

12-07-2011, 08:27 AM

Companies amaze me sometimes how bad they are with customer service.

I am building a Delta Loader for a customer right now and need parts from both robotmarketplace and a slotcar parts supplier by this Friday. So, I ordered everything Monday morning (yesterday) and I get no notifications from anybody that my stuff has shipped. I called robotmarketplace and they said that my order is "still in processing" and will "probably" ship today. I then called the slotcar parts supplier and got the same story! "we have your parts in stock and your order will probably ship out today" Neither of these 2 companies could care less if takes a few days to ship an order out...I will try different suppliers in the future that is for sure.

Don't get me going on robotmarketplace! :mad: Unless I cannot order another part from somewhere else, I will never do business with them again. I'm sure other places do it, but have you ever gotten a message from them after placing your order saying that you owe them more money for shipping? I ordered a tamiya dual motor gearbox from them and a tamiya tank track & sproket set...and it was something like $7+ to ship an order that only cost me like $18. Then, I get a message saying that shipping was going to be more and they wanted another $2.50 from me....so almost $10 to ship a $18 order that was eventually shipped in a padded envelope! WTH????? Shipping time was decent, but the bologna they pulled w/ the shipping charge crap was the end of it for me.

I like tower, AMainHobbies and *** if I had to name top 3. And the only reason Tower made it is b/c they are based out of Champaign, IL which is only 2.5 hours from me so they ship quickly :D

fhhhstix

12-07-2011, 06:37 PM

Travis,
Please PM me your order number and email address so I can dig into it.

thanks

PM and email sent and thanks in advance for the help it is apriciated.

Travis

Don't get me going on robotmarketplace! :mad: Unless I cannot order another part from somewhere else, I will never do business with them again. I'm sure other places do it, but have you ever gotten a message from them after placing your order saying that you owe them more money for shipping? I ordered a tamiya dual motor gearbox from them and a tamiya tank track & sproket set...and it was something like $7+ to ship an order that only cost me like $18. Then, I get a message saying that shipping was going to be more and they wanted another $2.50 from me....so almost $10 to ship a $18 order that was eventually shipped in a padded envelope! WTH????? Shipping time was decent, but the bologna they pulled w/ the shipping charge crap was the end of it for me.

I like tower, AMainHobbies and *** if I had to name top 3. And the only reason Tower made it is b/c they are based out of Champaign, IL which is only 2.5 hours from me so they ship quickly :D

I have also had some interesting deals with The Robot Marketplace. They have overcharged me for shipping but when I pointed it out to them they refunded the money. They also like to take your money for backordered items then they will eventually get it to you but their is no communication while you are waiting to update you on the status. Tower and Horizon are both good places to buy from if you don't have a local hobby shop. I buy all that I can from my LHS just for the fact that he is their when you need that little part on the weekend and want it now. As for *** he will never see a penny of my money I would spend twice as much elsewhere to get the same thing.

Travis

fhhhstix

12-07-2011, 07:55 PM

I received an email from RC4WD and they are sending out the missing part tomorrow by priority mail. I want to give a big thanks to Steve and John for the help.

Travis

Rckcrwlr

12-07-2011, 07:58 PM

I received an email from RC4WD and they are sending out the missing part tomorrow by priority mail. I want to give a big thanks to Steve and John for the help.

Travis

No problem...it was just an oversight... :cool:

Lil Giants

12-07-2011, 11:57 PM

siuvinson

12-08-2011, 09:05 AM

Corey of *** Hobby is a puss bag who tried to burn this forum last yr by copying our url, changing only one letter, to mimic our forum for their (Joe'sTruckStop included) own financial/ego gain just b/c they were not free to plaster their business all over this forum.

Any future postings of *** or JTS will be deleted without warning. This forum does not support those underhanded degenerates of our hobby!

It's your money, spend it where you want to, but don't post their business names on this site ever again.

if you're going to fly off the handle at any member that mentions *** without knowing anything of what happened between you and them...you should probably put something in the rules so that new members aren't bashed for simply trying to contribute to the forum.

thanks for the threats though!

Lil Giants

12-08-2011, 10:33 AM

You are not being bashed or threatened, just a FYI that we don't want to see their business name on our forum. :)

ihbuilder

12-08-2011, 10:36 AM

if you're going to fly off the handle at any member that mentions *** without knowing anything of what happened between you and them...you should probably put something in the rules so that new members aren't bashed for simply trying to contribute to the forum.

thanks for the threats though!

I didn't take it as a threat , he's just stating what hasn't been stated

( sorry Joe you beat me )

Lil Giants

12-08-2011, 07:57 PM

Thank you for your input just the same Stevie. :)

fhhhstix

12-09-2011, 05:55 PM

Well I was starting to feel good about this but that feeling is quickly going away.:( RC4WD emailed me and said they were going to ship out the missing part and email me a tracking number. Now weather they sent the part I can only hope but they emailed me twice yesterday the exact same email which was the email I originally received when they sent the original order out and the same tracking number :confused: so now I am having some serious doubts.

Travis

fhhhstix

12-09-2011, 09:39 PM

Well I got a reply back and they had added the new shipping # to the original receipt. The original tracking # was still highlighted in blue and the new one was in plain black type off to the side under additional comments. I guess I just don't understand why the did that instead of sending an email with just the new tracking #. All looks good though and by the tracking # I should have it tomorrow.

Travis

Izzy

12-10-2011, 11:32 AM

Travis - Aaahhhh - they are using the UPS as a tracking service for their orders - this wouldbe how UPS can tie the two together - confusing but makes a difference to a company paper trail.

BTW - mcmaster is staffed 24/7 and I think 356 for orders - they ship so much UPS picks up almost hourly at their big facilities. They are so big its rediculously easy for them to ship quick.

To help hyjack Travis' thread - I have a big issue with companies who process your transaction (paypal) but then sit on the order because they don't have the parts. At least Tower has a message upfront as to wheather the order is in stock. But the company has to be big enough to actually track inventory and such.

I think RobotMarketPalce and RC4WD are small enough that they are having growing pains with their added business - tie this to being too small to hire more people and you end up with slow processing.

Any luck today?

fhhhstix

12-10-2011, 11:43 AM

No Chris they used USPS priority service this time they just reused the original receipt and added the new number to it. They shipped Thursday and it arrived today so all is good.

Travis

Izzy

12-10-2011, 12:23 PM

WOW not as I had thought - great to hear the order is complete :)

Espeefan

12-10-2011, 12:36 PM

They really should have expedited your second package, on their own tab, after the parts were not included the first time.

fhhhstix

12-10-2011, 01:14 PM

They did, this package came in 2 days compared to 10 days for the original. This transaction has not discouraged me from ordering more from them as long as this episode doesn't get repeated. They do have some nice parts, the hub nuts for the semis are real nice and with a couple hrs of modifications the steel semi rims will look pretty good. I will make a thread on the mod to the rims later today.

Travis

Espeefan

12-10-2011, 02:11 PM

I hear you, Travis. Sometimes it's easy to get upset react in a rash way, but I have had good experiences with RC4WD, and I'm glad they made good on their mess-up. Hopefully it doesn't happen again. They do have some nice products. Quite the monopoly going. No else really makes these kinds of parts. Unfortunately, for us, and fortunately for them, I guess.

fhhhstix

12-15-2011, 08:12 PM

Here is the email correspondence and you can see why this is getting frustrating. This guy Mike can't get it through his head why I opened a pay pal dispute and I did it about a week after the first message and they had not yet responded to my email and the fact that I closed it when I received the missing item.:confused::mad:

On Fri, Dec 2, 2011 at 5:27 PM, Travis Biddle wrote:

Message body

Hi my name is Travis Biddle and I recently placed an order #27723. I opened it to check it and one of the R2 2speed transmissions was not in the box. The order shows 2 and doesn't say anything about a back order.

Thanks
Travis Biddle

From: Rock <rcrock@rc4wd.com>
To: Travis Biddle
Sent: Wednesday, December 7, 2011 6:46 PM
Subject: Re: Missing item from order

Hello Travis,
Sorry about the late reply. We have been very busy with the holiday in full swing. We apologize for the missing part. We will get that sent Priority mail tomorrow out to you and email you the tracking.
I hope you have a safe holiday.

Thanks
Tom

On Fri, Dec 9, 2011 at 2:27 PM, Travis Biddle wrote:

I received two emails from RC4WD yesterday that were exactly the same and they were both the email that I was sent when the original order shipped and has the original tracking number not a new one.

Travis

From: Rock <rcrock@rc4wd.com>
To: Travis Biddle
Sent: Friday, December 9, 2011 8:09 PM
Subject: Re: Missing item from order

Did you check the customer comments at the bottom?
Shipped 1x Z-U0016 USPS
Tracking#: 9405510200830233762262

Thanks
Tom

On Sat, Dec 10, 2011 at 10:31 AM, Travis Biddle wrote:

Thanks for the reply and now that you pointed it out I see it at the top right hand side. All I seen was the original at the top of the page highlighted in blue.

Travis

From: Rock <rcrock@rc4wd.com>
To: Travis Biddle
Sent: Wednesday, December 14, 2011 4:37 AM
Subject: Re: Missing item from order

Hi Travis,
How come you started a paypal complain?
-Mike

On Thu, Dec 15, 2011 at 9:05 AM, Travis Biddle wrote:

One week after I got my order and sent RC4WD an email and did not get a response I opened a claim with pay pal. The same thing anybody would do if they received an order missing parts and had not received a reply to an email that had been sent a week before. It was not till one of your drivers seen the thread I had posted, was I contacted. Once I had the missing item I closed the dispute which you would know if you read all of your emails. Why is it that no one contacted me when I opened the dispute? When the only way to contact you is by email (no phone number) and you don't reply it really frustrates customers. Now 3 different people have used your email address to send messages Mike, Tom, and RC4WD Support Team so it doesn't seem to me that all of your emails are getting read or there is a breakdown in communication with those who are reading it.

Travis Biddle

From: Rock <rcrock@rc4wd.com>
To: Travis Biddle
Sent: Wednesday, December 14, 2011 8:51 PM
Subject: Re: Missing item from order

Hi Travis,
Tom took care you and gave you the tracking #.
I am emailing you because I am asking you why you still started a dispute.
We replied every single emails you send us.
-Mike

Sent: Thursday, December 15 2011 7:50 PM

I opened the dispute on week after I sent you an email telling you I had a missing item and no one had contacted me. On Saturday Dec 10 when I received the missing Item I closed the dispute which is what I told you last night and Pay pal sent both you and me an email saying it was closed. You did not respond to any emails till John from PA contacted me and offered to help since I had not gotten a response.

Travis Biddle