Roof Racks Galore Reviews

Name: Roof Racks Galore
Address: Po Box 5106, Brendale, Queensland
Rating: 4.27

4.3 Rating 1,540 Reviews

81 %

of reviewers recommend Roof Racks Galore

About Roof Racks Galore:

Roof Racks Galore, established in 1989, is the leading specialist in roof rack solutions for automotive enthusiasts and adventurers. With a diverse range of high-quality products, our passionate team is dedicated to helping customers find the perfect fit for their vehicles. As experts in the field, we not only provide exceptional customer service, but also offer professional advice and installation. We prioritise safety, functionality, and design to ensure that our customers can confidently pursue their outdoor adventures. Partnering with renowned brands, Roof Racks Galore guarantees the perfect combination of reliability and style for all your travel needs.

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Anonymous

Anonymous // 01/01/2019

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

“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.”

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years ago

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

Helpful Report

Posted 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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 2 years 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 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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”

Helpful Report

Posted 2 years 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 2 years 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”

Helpful Report

Posted 2 years 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 2 years ago

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

Helpful Report

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.”

Helpful Report

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 2 years ago

“You need to do some research on your freight. I’ve followed your site paid for the item I wanted plus the $250 in freight to receive an email advising that another $2919.50 additional in freight absolute joke. Suggest you talk to Northline or one of the other freight company’s”

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Posted 2 years ago

Thanks for your feedback... we were pretty surprised at the lack of freight options to East Arnhem land and the cost associated with freight. We took your feedback and frustration on board and were able to open a new freight channel and take care of another customer in Nhulunbuy only a few days later. We are happy that our Adelaide store was able to arrange this with your help and are thankful for your feedback as it has helped us develop our systems.

Posted 2 years ago

“Well after many calls and emails I am still waiting for my purchase. Order placed 9/4/23 now 20/5/23 and still waiting. Fantastic customer service”

Helpful Report

Posted 2 years ago

Hello Wayne, I'm certain this is little consolation but the explanation for your delay is that when the item was changed from a Click and Collect to a delivery it was mislabeled as a warehouse pickup when it was transferred back. Yesterday I adjusted this and we have express shipped it to you. I do apologise for the delay and the follow-up that has been required of you.

Posted 2 years ago

“When I get the items I will let you know. Hard to rate when no items as yet”

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Posted 2 years ago

“Terrible company to deal with, been well and truly stuffed around, I recommend taking your business else where.”

Helpful Report

Posted 2 years ago

I hope that our conversation has at least confirmed that we are committed to good service even when our couriers let us down. I do apologise for the confusion with your first order and that this one has not arrived in a timely manner. As mentioned I have raised this with our freight forwarder to avoid this situation in the future. If your package does not arrive by Wednesday let me know. I do apologise for the inconvenience it has already caused you. Thanks for your time today and your understanding.

Posted 2 years ago

Roof Racks Galore is rated 4.3 based on 1,540 reviews