Name: Roof Racks Galore
Address: Po Box 5106, Brendale, Queensland
Rating: 4.25

“Honestly one of the worst experiences I've had from a customer service and communication perspective. The product is good but I would be buying it elsewhere next time.”

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Posted 1 year ago

“The North Lakes store has not received my order as yet and I have not received any notification about the item I have ordered.”

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Posted 1 year ago

Thanks for your review Shane. Earlier this week we had a programming glitch in the webstore affecting click and collects. We thought it was affecting 2 locations only, obviously this was not the case. Thanks for bringing this to our attention. We have corrected the programming error and I have dispatched your items to Northlakes in the local van run today. You should receive a call from the guys at Northlakes when the items arrive. Sorry for any inconvenience this delay has caused you. Thanks again for bringing this broader issue to our attention.

Posted 1 year ago

“I don't think they're reliable because they are never going to contact you regarding your order. I bought rood racks online but they never contact me untill I contact them. This is my first ever published from them. I'm not going to contact them again.”

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Posted 1 year ago

“Still no dispatch on my items 6 days later”

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Posted 1 year ago

“Time frames were way out. Even if they had it in store it would not arrive on time. 6 weeks!”

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Posted 1 year ago

“I ordered an item online because it was unavailable in store. The item showed as available online and the order went through. Then o received an email saying that the item would need to be ordered and it would be a 7-10 day wait. I initially chose RRG because of good experiences in the past and even paid a higher price than other sites. Very disappointed in this experience. I have now ordered from another supplier.”

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Posted 1 year ago

Thanks for your feedback Brendan, I looked into your order. The contact you received from my team would have been related to our ability to secure the item faster from our distributor than from the store that had it in stock in Adelaide. We have expressed your wait time to be 7-10 days (as a standard) to save you the future disappointment of courier delays beyond our control. Happy to hear you have been able to source the parts despite this and sorry that we could not dispatch your items in a more timely manner. Thanks for your understanding

Posted 1 year ago

“Charged extra to get the item quicker and was not delivered within the processed time frame.Very disappointed will not be returning the item as I have purchased it from somewhere else.”

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Posted 1 year ago

Thanks for your feedback, We apologise for the inconvenience this has caused you.

Posted 1 year ago

“Order took nearly a month to be delivered when was marked in stock at checkout, an initial email about a delay, then only updated when prompted, only to be told they had no idea when it would ship. Day before it shipped was told there was no update and they didn't know when it would ship.”

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Posted 1 year ago

Thanks for your feedback Graeme. I'm glad that your item has arrived, even after an inconvenient delay. Looking into this I'm a bit surprised to see this delay from one of our major suppliers. I am disappointed this inefficacy has come at the expense of your good experience with Roof Racks Galore. I will address this communication and follow up breakdown with my team, thanks again for your feedback.

Posted 1 year ago

“Website said free delivery but once I'd placed order I received a call asking me to pay for half of the freight cost as it was too much for them. It then took several weeks for them to get product in. When I followed up I was told it wasn't available for another three months. I called and spoke to someone and they looked into it. It turns out no one had ordered the product and it was actually available from the manufacturer. Misleading advertising on the freight and pretty hopeless back office. Would find somewhere else to buy next time.”

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Posted 1 year ago

Thanks for your feedback, Sorry for the inconvenience this delay has caused you. Sometimes bulky items to some postcodes incur additional freight charges, this is clearly listed in our terms. The business day following your transaction, my team contacted you to advise of extra freight charges and out-of-stock items. This order was further delayed by: delayed communication back to us and a required follow-up and a delay with the supplier dispatching this item, with other orders (possibly what you were communicated as the missed order). Your order was dispatched on the day following its receipt to our warehouse. I have used this feedback to develop my team and save future customers similar frustrations. Sorry for the inconvenience caused.

Posted 1 year ago

“Ordered an item online. Says in stock. 1 day delivery. Called up the follow day just to see if I could track item to be home. Only to be told they no longer have the item. And it has been discontinued. Item still for sale online even thou they don’t have. Possibly don’t have it cause it’s on sale as well. Staff were unhelpful at call centre. Don’t think I’d shop there again.”

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Posted 1 year ago

Thanks for your feedback Scott, I'm sorry that your order has been caught up in Thule's discontinuation of this item. Unfortunately, we become aware of discontinuations on occasion when we are unable to fill a customer's order. We would prefer if this information came from our suppliers although, down the line, it is probable they become aware of out of stocks on an end-of-life product when unable to fill our orders. This is no excuse for unhelpful staff I will address this with my team and thank you for your feedback to pass along. Sorry for the inconvenience caused by this discontinuation.

Posted 1 year ago

“They didn't deliver my roof rack in time and until now anyone has solved my problem.”

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Posted 1 year ago

Thanks for your review Davi, As listed on our website and communicated to you via a few emails, the item you ordered is not in stock. As is our procedure, you were contacted to inform you of an extended wait time while the items are ordered in. After 3 one line replies, one of my representatives attempted to call you (unfortunately, they were unable to reach you). They will continue to try to reach you. We have been upfront on the item page, at checkout and after your order that an extended wait time would be expected. Unfortunately, your racks are unlikely to reach you in 3 days. We understand that you may require a refund to source elsewhere and are happy to do this. Ideally, we'd get in contact with you to confirm before doing this. Thanks again for your review.

Posted 1 year ago

“Poor customer service. Received the package to find it damaged. Waited 1 month for it. Not happy”

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Posted 1 year ago

“Click bait marketing if roof racks they do not even have in stock. Wasted my time”

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Posted 1 year ago

Thanks for your review... We apologise that the items you ordered were not the correct items. I'm not sure where you felt baited, the items ordered never would have fit your Tesla, unfortunately. Our representative has offered you a roof bar system that would have fit. As this substitution is not to your satisfaction, we have issued you a refund. We are sorry for the waste of time this order has created for you and hope it has not caused too much inconvenience. Thanks again for your review.

Posted 1 year ago

“Part ordered 02/06/2023 - Premium paid for overnight shipment. 5 days later the part has not arrived. Tracking information shows 3 days in transit - still not received. Service Level = Zero Customer Carer = Zero”

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Posted 1 year ago

Thanks for your feedback.. When an item is ordered late on a Friday afternoon, there is a likely delay associated with the weekend. We hope that your item arrives to you shortly. It was picked up at 3:41 PM on Monday (we have limited control of when our couriers collect items). On last scan, it has arrived in Newcastle ( a short distance to it's regional destination) by Wednesday at 4:39AM and should arrive to your house tomorrow. I do understand your frustration with our shipping estimates and the service offered to you by Startrack (Auspost's express service). Thanks for your understanding I'll keep an eye on your order to make sure it arrives without further delay.

Posted 1 year ago

“How does one-day Express Delivery not arrive for 5 days? You didn't ship for three days after the order was placed - that's how. AND, you had the hide to charge almost double for this (lack of) service. If you can't do it, DON'T PROMISE THAT YOU CAN.”

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Posted 1 year ago

Thanks for your feedback.. When an item is ordered late on a Friday afternoon, there is a likely delay associated with the weekend. We hope that your item arrives to you shortly. It was picked up at 3:41 PM on Monday (we have limited control of when our couriers collect items). On last scan, it has arrived in Newcastle ( a short distance to it's regional destination) by Wednesday at 4:39AM and should arrive to your house tomorrow. I do understand your frustration with our shipping estimates and the service offered to you by Startrack (Auspost's express service). Thanks for your understanding I'll keep an eye on your order to make sure it arrives without further delay.

Posted 1 year ago

“Not happy, because I had to wait months to get my roof racks that I needed for work. 🤨”

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Posted 1 year ago

Thanks for your feedback Soririos, We understand your frustration. The product listing page lists this item as out of stock and to contact customer service to check availability. Unfortunately, CRUZ is shipped directly to our warehouse from Spain. We receive a few CRUZ orders per year. Unfortunately, if your order was not in the last shipment it will likely be in the next one, which would be "months away". We apoplogise that this item is not in stock at the time of your order. Thanks for your understanding while we get this item out to you.

Posted 1 year ago

“Terrible, website is so slow. take people's money then say no stock. Then blame it on 'technical clitch' will not be using nor recommending”

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Posted 1 year ago

Good morning Geoff; Thanks for your feedback about our website speeds. I'm sorry we could not provide your products in a timely manner, due to what my team advised as a "technical glitch". I'm proud that my team was able to be upfront in communicating the item's out-of-stock status with you, the day following your order and then able to apply adjustments and refund to your order. We aim to have an industry-leading website (which it is) and up-to-date listings. If we covered 15 or so items and interacted with each product page more regularly, it may not require a customer transaction to flag an issue. Due to the tens of thousands of items we carry our web speed is slightly impacted and we occasionally do not encounter items with incorrect listings, daily. I do greatly apologise for the inconvenience and disappointment it has caused you. Thanks again for your review.

Posted 1 year ago

“Missing rubber footing on 1 out of 4 rhino rack vortex legs Was not checked before shipping Also was left loose it box with no padding so it moved around during transit Asked for missing item to be sent express - it was not Missed out on using them for planned weekend trip and couldn’t use sky box Not a good experience”

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Posted 1 year ago

Thanks for your feedback Sean, I have taken it on board and taken action to avoid future disappointment. I have reviewed with the warehouse team that any items that are noticed to have been re-packaged be brought to me personally for comparison to parts lists. Unfortunately, this won't correct incorrectly packaged parts from the manufacturer, that does also happen. It is my understanding that my team has sorted the replacement parts for you already, I hope this resolution was satisfactory and timely. Thanks for your understanding that mistakes happen and I apologise for the inconvenience this has caused.

Posted 1 year ago

“I paid for express shipping on sunday, it said 24 hours. I still have not received my package.”

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Posted 2 years ago

Hello Brandon, We are aware that our listed shipping times aren't dynamically accurate on weekends and public holidays, such as this past weekend. I can see that your items are on for delivery today, I hope they arrive to you today and that the inconvenience caused by our local holiday in QLD is not significant. I do apologise that our system does not have the controls to make this experience better and appreciate your feedback and understanding.

Posted 2 years ago

“Racks ordered on the 26th April, apparently picked up by the dubious CP company. We are at 3rd May and still no delivery, have raised a complaint with Courier Please - parcel is lost in their system, no one knows anything further.”

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Posted 2 years ago

Hello Marcello, Thanks for your feedback, we're sorry that our couriers have let us both down. This has taken more time than we expect and we have raised this as an issue with our freight forwarder. I have just received notification that your items were delivered yesterday. Sorry again for the delay and for the inconvenience that it has caused.

Posted 1 year ago

Roof Racks Galore Reviews