RackUp+GoReviews of rackupgo.com

I ordered a EcoFlow combo AC and Battery for a camping trip coming up. What they don’t tell you is that they ship them separately. So the AC unit came in time, but the battery didn’t. I asked them what was up - actually hoping that they could redirect the battery to where we were going, but it took them days to get back to me just to tell me that it would arrive the next day. So for me, misleading product, poor customer service, and a useless AC - three strikes, you’re out. Will never use again.

EDIT: Check out my google review where I could post the documentation substantiating everything I said here. This company is lying and misleading. They act like a petulant child when things don't go their way. --------------------------------------------- I am writing a thorough review for RackUp&Go as they are not being honest with everyone in their responses. I ordered a Thule Transporter Combi Hitch Cargo Box. It arrived damaged and my issue with RackUP&Go is how they have treated me from the return going forward. The easiest way for me to explain my experience is to describe it as my favorite western film…“The Good, the Bad, and The Ugly.” THE GOOD: Ordering the product was easy, they shipped it quickly, and when it arrived damaged, they quickly set up a return. The price point was excellent when compared to other sites, and they even offered 20% for a special sale on Thule. THE BAD: Once the return had been set up, they ghosted me. They use a carrier service called “LTL,” which is a very inexpensive way to ship products, as it is picked up by any random shipping company who wants it. There is no tracking like you normally get when ordering something shipped with Amazon, UPS, or Fedex. You must be present to sign, complicating timing with people who work. The carrier who delivered the Thule Cargo Box damaged the product. Not in a cosmetic way, but damage which made the box essentially useless. It was no longer secure, no longer watertight, and frankly not worth keeping. If I could attach pictures, I would. Once I started the return, RackUp&Go moved quickly and were responsive. They started a claim with the shipping company and informed me of this. I asked to have a phone number to speak with someone to better understand the process. The only number to call is an answering service, who took multiple messages from me, but I never once got a call back. The shipping company offered a $125 credit. I emailed back that I would accept $500. I came to this number because I value the cargo box at $500 and the hitch assembly at $300 (total purchase price was ~$800). The box is severely compromised with structural damage and not worth anything (in my opinion). RackUp&Go said they would set up the return, and the next day informed me that a return pickup was set for July 6. I immediately responded that I will be out of town and that day did not work. I asked to set it up for an earlier day so I can return it. This is when the ghosting started. I never heard back. I asked them to send me the shipping documents and I did not get a response. After one week, I emailed to find out the status of the refund. Again, I was ghosted. After 10 days of no responses, I informed RackUp&Go that I was disputing the charge with my credit card company. I also gave a 1-star review, after I received multiple emails to rate my experience. This seems to have finally gotten their attention, and I received a response that they hadn’t received the return, thanked me for letting them know I disputed the charge, and informing me they would respond to my 1-star review. THE UGLY: RackUp&Go responded to my review by detailing out all their responses to me during the initial damage claim, and conveniently forgetting to acknowledge they went 10 days with no response to me. They did not work with me to set up a return, they ignored me, they never gave me a phone number to speak with a real employee and they never returned my calls. They also implied that I committed fraud by disputing the credit card charge. They had 9 days to issue a refund before I started a dispute, and I informed them of the dispute (which they thanked me for doing). But when it is for the general public, out in the open expanse of the internet, they make it seem like they did nothing wrong. That I am a fraudster out to steal from their hardworking “family” run business. They are lying to all their customers and all their potential customers when they respond like this. But wait, it gets worse. They then insulted me via email after I sent them an email regarding the misrepresentation of their response. Informed me that they don’t want my business and my account has been flagged, and that they will no longer communicate with me. (Like I would ever buy something from them again). I responded by demanding a refund my money and called them snake oil salesmen. And to top it all off, they then make a baseless fraud accusation again, in another response to my follow up review. BEWARE OF DOING BUSINESS WITH THIS COMPANY. IF THINGS DON’T GO RIGHT THE FIRST TIME, PREPARE FOR THIS EXPERIENCE.

The product (rocktamers 2.5) had issues with the holes in the rubber mate not lining up. Called and was told someone will call me back, which never happened. Would not recommend buying stuff from.

It is ridiculous and insulting that you sell the towers and adapters for this rack without also packaging the crossbars. Realizing that I needed to spend an additional $300 on a part that the rack cannot function without was maddening. I know that Yakima is the main culprit here for designing their product so EVERYTHING is sold separately, but it would be easy for you as a distributor to package it correctly.

Product didn’t fit as expected. Had to pay for return shipping myself which was around 50 buck or 1/3 if the total price of the product…

Bought a mobile refrigerator and 2 days after delivery it was on their website for significantly cheaper. Would not honor a refund of the difference though they advertise price match guarantee all over their website. Going to ship this one back and rebuy the cheaper one. Makes the best customer service sense….

Your return policy is crap. Opening the box voids the return but how is someone going to know if they like your product without opening the box. Ridiculously stupid. ***EDIT*** Their reply is some gaslighting BS. Their customer support ADMITTED that their return policy was wrong and subsequently changed it after my complaint. They changed their return policy and are now acting like the new policy always existed. They're lying and did not offer to remedy the situation. Instead they posted a lying response. Rack UP+ Go are liars and offer terrible customer support. I don't usually write negative reviews, but I'd give 0 stars if I could. The previous return policy stated - once items are assembled they cannot be returned and have to be returned as they were shipped in their original packaging, unassembled. I assembled my product and was unhappy with it but, after reading the return policy, felt stuck with it and gave a one star review. I then dealt with someone that was rude - and now I see they are lying as well... Here's one part of their email for proof. Lying asses. "On Wed, Sep 22, 2021 at 4:31 PM RackUp+Go (rackupgo.com) wrote: Hi Evan. Ok, so not the open box claim in the review. The return policy is reviewable prior to, during and/or after the order process. I apologize that it was a surprise. I do see in our return policy in one spot where it says "assembled." I will get that updated."

Thule bike rack received damaged. Missing parts. Prompt resolution from manager.