Ordered 2 replacement keys for lost Thule rack. Online purchase says that they would call me when ready for pickup. After 3 weeks, I began enquiring weekly. I was first told that none of the stores had my key# and they were on order from Thule. Nothing for 2 weeks. I contacted Thule Canada and they had my keys available to ship immediately. I thought I would be getting them soon by RA. The next week I enquired again. Somehow, they had keys in a close store and they were being sent. A week later, they had keys at a different farther store and would send them. After 9 weeks of my order, I was finally called. Upon pickup, I mentioned the unsatisfactory delay to the store rep and he told me that it was normal to wait that long. Many have waited longer... Really? The keys worked on my rack. Poor communication and excuses. I would likely be still waiting if I didn't keep sending them messages for updates. I should have ordered these directly from Thule Canada.