Rack Attack Reviews

Name: Rack Attack
Address: 120 W 3rd Ave, Unit 201, Vancouver, British Columbia
Rating: 4.76

4.8 Rating 4,382 Reviews

94 %

of reviewers recommend Rack Attack

4.8

Based on 4,382 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

About Rack Attack:

Rack Attack is the number 1 retailer of vehicle rack solutions in North America, offering a huge selection of high-quality brands and products, which can be bought online and in any of their stores locations across North America.

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Rack Attack 5 star review on 5th May 2024

572

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Item never arrived, UPS tracking shows damaged, no response to emails.”

Helpful Report

Posted 1 year ago

Hi Harold, We are sorry to hear you have not received your products yet! I will be reaching out to you shortly to see how we can resolve this! Best, Eric

Posted 1 year ago

“I cant provide any review yet cause I'm still missing some parts. we cant assemble the roof rack without it. Warmer days are coming and we can't even use the roof rack yet..I hope we can get to use this rack before our camping or any other getaways.”

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Posted 1 year ago

Justine, I do understand you are anxious to receive your last part, but it is still on backorder with the manufacturer, as communicated by our team upon you placing the order. Once we receive that part, we will be happy to ship it to you. Thanks, Matt

Posted 1 year ago

“I ordered and then it never shipped. Still waiting for a notification to say it is on its way (it has been 10 days)”

Helpful Report

Posted 2 years ago

Jessica, Sorry about the delay in your package arriving. It was shipped on time but has been delayed with Canada post. It shows an estimated delivery of May 9th, at this time. I will reach out to you as well, via email. Thanks, Matt Rack Attack

Posted 2 years ago

“I admittedly didn't shop around a lot - I went to rack attack because I saw their positive reviews. I ordered a tow hitch for my new car, arranged to have it installed at Rack Attack. A few days later, I finally got around to calling Uhaul and a few other vendors and was surprised to discover that the hitch was roughly $100 more at Rack Attack than other vendors and that installation was more than twice the price compared to highly rated shops in my area. In fact, the price of the exact same curt hitch INCLUDING installation at Uhaul was less than the Rack Attack price WITHOUT installation. I complained at the store, and wrote the national chain, but I the responses I got were dismissive - essentially "your tough luck." These guys know their stuff, and they sell top notch equipment. However, they overcharge to the EXTREME. Look elsewhere.”

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Posted 2 years ago

“I was sent the wrong parts. I have been trying for the last few days to get some sort of confirmation that the proper Parts have been sent, but I have heard nothing . Not a good experience so far”

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Posted 2 years ago

Chris, I am sorry for this experience and our lack of communication on this issue. I will email you right away so we can get this situation fixed for you. Thanks, Matt Rack Attack

Posted 2 years ago

“Hard to rate a product when you haven't got it yet.”

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Posted 2 years ago

Hi Ronald, Thank you for bringing this to our attention. I have reached out to you directly to investigate the lost shipment and propose a solution. Best regards, Blaze Rack Attack

Posted 2 years ago

“I’m still waiting for my racks to be delivered, it was estimated to be delivered March 2nd and has not reached and I can’t find we’re it is. Help me locate it please”

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Posted 2 years ago

Calvin, I just spoke to USPS and your order is still in transit. The items are on a cargo ship, making their way to Hawaii. I will reach out to you to speak more about this. Thanks, Matt

Posted 2 years ago

“I ordered a rack yes I understand it was family day weekend but item wasn't shipped I was told the problem was Canada post wasn't picking up the parcel from rack attack so I requested the order to be canceled 5 days later still waiting to see the refund on my credit card”

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Posted 2 years ago

Gregory, I have verified your return was done on the day of the request, it just takes 5-10 bussiness days for the money to be refunded to your account. You should see that return in the upcoming days. Thanks, Matt

Posted 2 years ago

“You charge me twice just because items were shipped from two different places. I will not recommend this company if this is how you do business.”

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Posted 2 years ago

Fred, I am sorry about this mistake and I am looking into it. It looks like one of our locations realized they had overcharged and were trying to provide a refund. I will be reaching out to you to get this fixed, right away! Thanks, Matt Rack Attack

Posted 2 years ago

“I have not yet received the items I ordered. 2 Thule crossbar keys. Please check on my order.”

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Posted 2 years ago

Hellen, thank you for your feedback. I know how frustrating it is when the carrier is having issues with the delivery. I've reached out to you directly to help you locate your order. We'll make sure we get those keys to you as soon as possible. Best regards, Blaze Rack Attack

Posted 2 years ago

“Not good.”

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Posted 2 years ago

Hi John, I am sorry that you are not satisfied with your experience with Rack Attack. I will reach out right away, via email, to see how we can help you out! Thanks, Matt

Posted 2 years ago

“Placed my order a few weeks ago and have not received it. Contacted Rack Attack a few days ago and have not heard back from them. Probably okay to shop from Rack Attack in person but I would not recommend online orders.”

Helpful Report

Posted 2 years ago

Lance, Hi there! We are very sorry about your experience. From looking into this, we did ship the packages, but they looked to have been delayed or lost in transit. I am not sure if you called the right department, but if you have any other shipping issues with the replacements that were sent, please contact my team @ 888-301-1527. Please let us know if there is anything else we can do for you! Thanks, Matt Rack Attack

Posted 2 years ago

“Matt was good to deal with regarding a fit issue, but then Carlos was wholly uncooperative and more or less made me feel like you no longer want me as a customer.”

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Posted 2 years ago

“I ordered Thule Aeroblade Edge Flush Mount M for my 2015 Audi Q7. They arrived in a timely manner but will not fit my car because no fit kit was sent. After researching turns out the fit kit has been discontinued. These were ordered online and shipped from the portland store. Before checking out the web page informed me that my order would be checked to guarantee a fit. My order was obviously not reviewed. At this time I have been unable to contact anyone in portland. Now I am stuck with assembled racks that I can not return. Hopefully, this will get someone's attention and will get a callback.”

Helpful Report

Posted 2 years ago

Ben, I am sorry this was missed by our team! Sometimes people order just certain parts, so it can be hard to tell if there is a fitment issue, but we should have checked to make sure you had all the parts before proceeding with the order. I will email you right away and get this taken care of for you! Thanks, Matt Rack Attack

Posted 2 years ago

“Ordered the Kuat Grip 6 ski rack, black, special edition. Was supposed to get a complimentary direct mounting kit (25th anniversary) but the package arrived without it. I called a few days later and was told it would be shipped from California and I would receive confirmation and shipping information. Nothing so far.”

Helpful Report

Posted 2 years ago

Ronald, We are very sorry about sending the ski rack without the mounting kit. I know Justin has emailed you and has spoken to the Pasadena location, who will be shipping that part out to you. We will update you with the tracking info once available. If there is anything else I can do for you to make your experience a more positive one, please let me know! mzaltzberg@rackattack.com Thanks, Matt Rack Attack

Posted 2 years ago

“Backordered for eight weeks, when the missing part was back in stock the bars were then not in stock nobody held them. They shipped a substitute but the bars were the wronglength, then they shipped the replacement by mail and it still has not showed up... So not very pleased and wondering why I spent over eight hundred dollars on a rack I still can't use yet...”

Helpful Report

Posted 2 years ago

David, We are very sorry about your experience. These are mistakes that should not have happened, but we are happy to make it right! I will email you so we can make sure you get everything you need for this order. Thanks, Matt

Posted 2 years ago

“On September 12, 2021, I spoke to Kent (Assistant Manager) at Rack Attack in Ottawa. When searching Rack Attack’s website for a Thule T1 hitch mounted bicycle carrier, there was a message which stated, as follows: “Out of stock online with limited availability in store (call to confirm). Order today to be added to the waitlist.” Thinking that Rack Attack may have some in stock, I phoned their store right away to buy one. When speaking to Kent, I enquired about the Thule T1 bike carrier and asked if he had any of them in his store. Kent told me that these bicycle carriers were on back order. Next, I asked when would they be available at his store? Kent answered, “Within two to three days”. I asked Kent, “If I order one today, when would a Thule T1 carrier arrive for me”? Kent confidently replied, “By September 30th” (2021). I now asked, “How do I buy one?” Kent answered, “To get one, customers are paying the full purchase price. There are now four people ahead of you, who have ordered this rack.” On September 12, 2021, I paid in full for this bicycle carrier. It’s now October 20, 2021 and I still haven’t heard anything from Rack Attack. This is really outrageous customer service, to charge (demand) someone pay the full purchase price and not have the item by the predetermined date to give them. I never would have paid in full for this purchase, if I had known that a Thule T1 bicycle carrier wouldn’t be in their store and ready for my pick-up by the promised date. Also, I feel their website message was deceptive and simply used to lure in unsuspecting customers who are given a fake delivery date that couldn’t possibly be met. I will never do any business ever again with Rack Attack, because they charged me the full amount, over $500.00, and didn’t provide me with my Thule T1 bike carrier within the date they had promised. I’m disgusted at how Rack Attack has treated me concerning this purchase. It’s like I have given Rack Attack an interest free loan for the last six weeks. I have now demanded a full and immediate refund for this purchase.”

Helpful Report

Posted 2 years ago

Hi Paul, I'm sorry to hear about your negative experience. Inventory availability still presents a big challenge across all our brands. Our store manager Wes has left a voice message for you - please call us back if there is anything we can do to make the situation better. Best regards, Blaze, Rack Attack

Posted 2 years ago

“Purchased a kit from rack attack. Very deceiving advertising, not telling customers that rack is split in to several sections. Spent $246 just for the clamps for the rack, did not come with rails or other parts that you need for a rack. Expect to spend over $600 to actually get the whole rack. NOT SATISFIED, BE CLEAR ABOUT WHAT YOU SELL.”

Helpful Report

Posted 2 years ago

Aleksey, Hello, we are sorry to hear about your recent experience and wanted to reach out to see if there is anything we can do to make your experience a better one. We do our best to feature tools for finding your rack fits like our "fit your car" tool, as well as a chat agent available on the website , and available staff to answer questions via phone calls as well. Regardless, we are sorry that you had a bad experience and if there is anything we can do to make it up to you, please let us know. Thanks, Matt

Posted 2 years ago

“I asked multiple times if my order had everything I needed to mount it to my retrax XR. Well, I do not. I had to place another order which cost me time and money.”

Helpful Report

Posted 2 years ago

James, I am very sorry about this! It looks like the team member who put together your order put in the incorrect item for your needs. I will be reaching out immediately to see how we can make this up to you! Once again, very sorry about our mistake here. Thanks, Matt Rack Attack

Posted 2 years ago

“My wife and I purchased the Thule Gateway Pro 3 bike rack. When we asked the salesman if we could have a quick tutorial he said they weren't allowed to do that, that we just needed to familiarize ourselves with it and that there was a You Tube video we could watch. The instructions inside the box were strictly visual, with no written instructions. Not all of us are visual learners. The You Tube video was not very instructive. When we attempted to attach the rack to the back of our SUV we found that in order to get the two lower clips in place we had to lift the hatch several inches; the clips were angled such that they would not slide in otherwise. The included straps for securing the bikes were at first a mystery- no instructions included of course. So with the aforementioned "familiarize yourselves" suggestion, we finally figured it out. We decided, after much frustration and cussing, that we would find a rack that would surely be easier to use. When I returned it to the store I actually expected, as I think most of us would, that a business would want to know why I was returning it and what they might be able to do to help us out. Nothing, not a word. Got my refund and walked out shaking my head. Not what I would call great customer service.”

Helpful Report

Posted 2 years ago

Hello Owen, I'm very sorry that you did not have a good experience in the store, that's not what we want for our customers! At the moment we have many newer employees who've had to hit the ground running and learn on the job much more than they normally would have had to in past years, but that's no excuse for poor customer service, so I'm working on training that will help get everyone up to speed. If you still have questions about which racks will work for your vehicle, please feel free to reach out to me at gmonjeau@rackattack.com, and I'll do my best to help! Thanks, Gregg

Posted 2 years ago

Rack Attack is rated 4.8 based on 4,382 reviews