RackUp+GoReviews of rackupgo.com

Response from RackUp+GoOct 3, 2025

Hi Tammy, we reviewed our correspondence with you and want to clarify a few things for anyone reading this review. When you first reached out, you reported damage upon arrival. As is standard procedure (and required by the carrier), we asked for photos of the damage. You initially provided photos of the outer box, which showed torn cardboard and missing staples. While that may look concerning, that’s exactly what packaging is meant to do, protect the product inside. When we asked again for photos of the product, your claim shifted to missing parts. Once we confirmed you received everything, you mentioned you weren’t sure whether the product was damaged because you didn’t feel qualified to assess it. We again followed up asking for pictures, but again didn’t received a response. We take any damage claims very seriously and always resolve them fairly. In this case, despite multiple follow-ups, we were never provided the required product photos or a consistent explanation of the issue. Without that, we could not move forward with a return or claim. We understand the frustration that can come with the claims process, but it’s important to note that simple, clear documentation is what allows us, and the carrier, to help. Without it, we simply can’t proceed.

Response from RackUp+GoJun 12, 2025

This is a duplicate review from the same person. As prospective customers will note, the reviewer has made multiple inconsistent claims, many of which directly contradict each other. It’s clear this person is frantically altering details in an attempt to discredit our business. So I will again respond only with the facts below. We wish this individual well and sincerely hope they find stability and a positive path forward. We take all customer concerns very seriously, which is why I want to publicly clarify this situation, especially in light of these false and inflammatory accusations. This customer purchased a Velit air conditioner and requested a return on the Saturday of Memorial Day weekend, claiming the unit was defective. On the morning of May 27, after returning to the office from the holiday, our tech support reviewed photos the customer had posted publicly in a Google review. Based on those images, we noted potential signs of improper installation along with a few simple corrections that likely would have resolved the issue. We offered to walk through the steps during a brief support call. The customer refused and instead sent a series of increasingly aggressive and contradictory emails. Had the customer accepted our phone call invite and spent just a few minutes with us, we could have determined the root cause, and if the product was in fact defective, we would have completed the return with a 100% refund. The customer was aware of all of this but instead chose the path of returning with a 25% restocking fee. So we agreed to make the exception and offered to accept the return under the following written terms: “Per our return policy, when a customer declines to cooperate with troubleshooting efforts, return shipping becomes the responsibility of the customer and a 25% restocking fee applies. Unfortunately, we still incur a significant loss in that scenario, as the manufacturer requires troubleshooting and clear proof of a defect before they will authorize a warranty claim. This isn’t unique to Velit. It is standard procedure across the industry. If you'd like to proceed with the return without completing troubleshooting steps, please reply to confirm that you accept the terms outlined above. Once we have your confirmation, we can provide the return instructions.” The customer responded: “Yes if we could proceed with return instructions that would be good.” Return instructions were immediately sent, with a clear reminder: “This return will incur a 25% restock fee. Thus, the total refund upon return delivery will be $1,371.75.” The customer shipped the product on June 2, we received it on June 4, and the refund, exactly $1,371.75, was issued on June 6. After agreeing to the terms and shipping the product back, the customer reversed course and began threatening us unless we refunded the restocking fee. He began demanding personal phone numbers and physical addresses. Due to the erratic and hostile nature of these messages, I made the decision to cease communication entirely to protect my team. To be absolutely clear: The refund was issued exactly as agreed upon, and fully documented. We went above and beyond in making an exception to our standard policy. No money was “stolen.” This customer’s review is false and intentionally misleading. We invite prospective customers to read the many hundreds of 5-star reviews we’ve earned over the years. Unfortunately, we occasionally encounter individuals like this. As Managing Partner of this company, I refuse to allow my great, hardworking staff to be subjected to abuse. I will always stand my ground and protect my people from aggressive, hostile, and dangerous behavior. — Zac Larson Managing Partner

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+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.

Response from RackUp+GoOct 6, 2023

Molly, it looks like we were first made aware of this 4 hours ago. Sometimes, the keys fall out during transit, and while we can and do quickly resolve issues like this, we ask for just a little bit of time to complete it. As per our communication, this is in process and being resolved.

Response from RackUp+GoSep 4, 2023

We have already replied to your previous review. Unfortunately, RackUp+Go has received an influx of fraud behavior within the past few weeks. This is another one of these scenarios, and while we understand that it makes these people angry when they get caught trying to defraud a small business, we maintain the right to protect ourselves, and we will not apologize for it.