Scott H B.
Should have been five stars, but . . .
I ordered a Roll-n-Lock bed cover for my truck. It arrived extremely quickly (4 days or less), via UPS and appeared to be in perfect condition. The bed cover is a great product, and I would have given it five stars except for some difficulties I encountered during installation. Read on for details: When the box arrived, it appeared to have zero damage (which is remarkable for UPS). All the parts were there, and neatly packaged. However, when I began to install the bed cover, I discovered that something heavy must have fallen or been dropped on the passenger side of the retracted cover at some point (or maybe the bed cover itself was dropped from some considerable height), because the finger grip rail on that side had been bent down about 30 degrees, and the latch on that side would hang up when it was retracted and had to be manually grasped and pulled to get it to extend. At first I thought I would call Roll-n-Lock to see what I should do about it, but then I read the warranty conditions for a self-install, and since according to the warranty I would have to pay for shipping the product back to them for repair/replacement (how much would that cost?!?), I decided to see what I could do first. Fortunately, by removing and disassembling the latch mechanism, I was able to determine the problem (the sliding aluminum latch bar was slightly bent), and correct it myself. I was also able to straighten out the finger grip rail by carefully bending it back to its correct position using padded pliers. There were a couple of other bent areas of sheet metal in the center of the bed cover assembly that had to be straightened as well. After that, the installation went smoothly and the bed cover looks and works great now. I do not know when or how the bed cover got damaged, since the shipping box showed no obvious signs of damage, but it was definitely disappointing when I discovered the problems, and fixing them added quite a bit of time to the installation process. Still, it is an excellent product, if you can get it to your house undamaged!
Response from 4wheelonline.comMar 6, 2018
Thank you for your purchase Scott, we apologize for the inconvenience this has caused you, we will be speaking to our shipper and supplier to insure they pack future orders properly. While our warranty policy does state that a return shipping fee would be charged, since the item came to you damaged, if you had called 4wheelonline within the 2 weeks of receiving the damaged item without installing it we would not have charged a return fee. As we strive for the highest star reviews, please let me know if there is anything we can do to make your next purchase worth the inconvenience. Thank you D [email protected]
