RackUp+GoReviews of rackupgo.com

Response from RackUp+GoJun 23, 2024

Paul, as you know, your review is fabricated at best. To begin, you continue to reference a conversation with the owner in which you made it clear to send OCEAN FREIGHT. This conversation didn’t happen. The conversation that did happen was when you tried to force us to remove sales tax from your order because “you are a permanent Oregon resident.” After we explained to you that your attempt to remove sales tax when shipping to Florida is illegal, and asked you to provide documentation proving that it’s not, you gave up your attempt to coerce us and instead placed your order with sales tax. Now, your review states that you “are Permanent Residents of Panama.” In that conversation, there was no discussion about ocean freight, freight forwarding, or shipping addresses whatsoever. As mentioned already, we can certainly send you the transcript of this conversation, however when we offered that last time, you didn’t seem interested. Regardless of all that, we shipped your order to the address you provided. It seems you did not coordinate the shipment to Panama correctly with your freight forwarder, and are now looking for someone to blame. We will be responding accordingly to your dispute, which is an active attempt to defraud a small business. Your account has been flagged as potentially fraudulent within our retail network, and you have been banned from ordering from us in the future. This kind of behavior is not tolerated here a RackUp+Go, and we will not apologize for that.

Response from RackUp+GoJun 5, 2024

Requesting more information from this person. This looks like a fake review from someone tied to our competitor. Once we hear back with a phone number, we will call this person to find out what is happening here. Update: the customer did not respond to a request for more information from TrustPilot. We’ll continue to investigate, but as a prospective customer reading this review, please make sure to look at our other reviews, which further detail how fake this review likely is.

Response from RackUp+GoJun 3, 2024

Hi Joseph, we're sorry to hear you weren't satisfied with our service, or the carrier's service. In looking back at the correspondence, here is what we uncovered: - You ordered on May 23 at 12:30pm. We shipped the order on 5/24 at 10:27am. - We notified you that the first part of the shipment was out for delivery on 5/29 at 8:56am. - You contacted us that same day at 2:50pm stating that you were upset that you had to wait for the carrier to arrive. - We stated that you most certainly don't have to wait. Waiting for your package is a choice. If you don't want to wait around for your package to arrive, and still want to be safe and secure with the delivery, you can also have packages held at your nearest FedEx location so you can pick up whenever is convenient for you. We also stated this in our correspondence. - At 6:05pm the same day, you contacted us again, stating that you wanted us to refund your money as you were still waiting for the package to arrive. - At 7:40pm, the package arrived, and you demanded an update on your second package. - Out of business hours, we responded within a couple minutes and provided the tracking link for you, which was already in your inbox. - On 6/2 at 6:41am, the second package was loaded for delivery. - Again, you contacted us the same day at 12:36pm stating your anger once again that you had to wait for them arrive with your package, while making threats of no repeat business and negative reviews while using profanity. - At 8:34pm that same day, your package arrived. While we understand that FedEx or UPS delivery times can be frustrating sometimes, we of course ask that their service isn't reflected on our reviews as we cannot control another company. What we can do is try to help, which is what we did in this scenario. Additionally, there seems to have been no delays in the timeline of your deliveries. The packages were delivered on the days that FedEx estimated that they would be delivered. This review seems to be centered around frustration associated with your choice of waiting for your packages to arrive. As mentioned, this is not a requirement, and not something we ask our customers to do. Waiting by your door on delivery day is a choice. We are not sure what the issue is regarding the Shop app that you claim, but we of course can't control whether or not you leave us a review on any third party platform. To troubleshoot issues with your Shop app, please contact Shopify.

Response from RackUp+GoJun 3, 2024

Thank you for your business, Don!

Response from RackUp+GoJun 3, 2024

Thank you for your business, Marq!

Response from RackUp+GoApr 19, 2024

Hi David, sorry but you know that isn’t true. We exchanged emails earlier today. Our phone hours are 10am-5pm Central. We are very sorry for the delay of your order. Unfortunately, Velit is a product line that doesn’t allow us to stock our own inventory, and they had some fulfillment issues that we were trying to get answers from them on. This was proving difficult, and the reason for the delay in communication to you. They were not out of stock, they were just having some tracking issues, and we were all trying to resolve it in the 2 day delay that you mention. While these reasons don’t improve your overall experience, we thought we should relay this info here as we did via our email response to you as well. We do get short staffed from time to time, like any company, but it’s very rare that we are slow to respond as detailed by our other reviews. Thank you for your feedback as we use it improve and to grade our vendors internally. Your refund has been fully processed. This was done at your request within minutes. We will work with the manufacturer next week to figure out our end, but we wanted to take care of your refund request immediately.