Bestop fit issues

[Crystal@Bestop]

@red02tj I talked to the Customer Service Manager and Supervisor, you will be hearing from one of them today.

@TheBoogieman and @KingPhilip3rd -
You're right—wait times are longer than usual right now. With the hotter-than-usual summer, just about every Jeep owner is calling or emailing, which means phone lines are backed up and response times for emails are delayed, too.

It’s peak season—definitely not an excuse, just the reality that Customer Service is working through. That said, they’re doing their best to get back to everyone as quickly as possible. We really appreciate your patience while they work through the rush!

~Crystal@Bestop
www.bestop.com

 

['05Train]

Bought a twill Bestop last summer during the sale. Third time I tried to put it back up it twisted (the stupid Sunrider makes it floppy as hell) it twisted one ot the sport bar mounts, and the pin that sits behind the Sunrider pulled out. Filed a warranty claim. Took weeks to be acknowledged. IIRC it took several emails to get the parts shipped. They showed up in November. No instructions, just boxes of parts.

Should have saved a pile of money and gotten a Shittybuilt. Bestop ain't what they used to be, and their c/s is gawdawful.

 

[red02tj]

@red02tj I talked to the Customer Service Manager and Supervisor, you will be hearing from one of them today.

First non automated email in 6 weeks. Says it’s shipping today. Which is also what I was told 2 weeks ago. I do see a fedex label so we’ll see what happens.

It’s peak season—definitely not an excuse,

It is an excuse, this isn’t your first year in business “overwhelmed by the success of your first product” every other decently managed company *should* know to scale up logistics and Customer Service during their 20th+ peak season.

 

[Crystal@Bestop]

First non automated email in 6 weeks. Says it’s shipping today. Which is also what I was told 2 weeks ago. I do see a fedex label so we’ll see what happens.


It is an excuse, this isn’t your first year in business “overwhelmed by the success of your first product” every other decently managed company *should* know to scale up logistics and Customer Service during their 20th+ peak season.

We get it—this definitely isn’t our first peak season, and no one here is making excuses. The reality is, despite planning and preparation, this year brought volume and challenges that pushed even our best efforts to the limit.

Is it ideal? No. Are we working through it? Absolutely. No one is ignoring the situation—we’re focused on resolving issues and getting customers taken care of as quickly as we can. Appreciate those who stick with us through the challenges—we know it’s frustrating, and we’re not taking that lightly.

~Crystal@Bestop
www.bestop.com

 

[red02tj]

We get it—this definitely isn’t our first peak season, and no one here is making excuses. The reality is, despite planning and preparation, this year brought volume and challenges that pushed even our best efforts to the limit.

Is it ideal? No. Are we working through it? Absolutely. No one is ignoring the situation—we’re focused on resolving issues and getting customers taken care of as quickly as we can. Appreciate those who stick with us through the challenges—we know it’s frustrating, and we’re not taking that lightly.

~Crystal@Bestop
www.bestop.com

Then if you’re still taking constructive feedback…when capacity constrained, don’t put customers who have invested thousands of dollars into your product, through the wringer get to warranty support.

Once I submitted my warranty claim, proof of purchase direct from Bestop, and my pictures, I should have had an RMA with an option to place a CC hold while you shipped me a replacement before you received my defective one, or a shipping label to send mine first without a hold.

Had that been the case, my post would have been. “Had an issue with my new top, but I had a warranty replacement a week later” and I wouldn’t hesitate to buy again. Instead we’ve got this mess, whatever internal logistics nonsense is going on, and a whole bunch of us who have little incentive to “stick with you” when there are alternatives.

Anyways, you’ve got my contact info in DM if you or anyone wants to chat further.

PS. I work in big tech, happy to share how our customers are using AI for use cases like this to automate detection of manufacturing defects, warranty processing and KYC (know your customer) to minimize fraud.

 

[tworley]

Y'all need some patience.

You're PM'ing her, getting her to respond here, and talking on the phone with Bestop, during peak summer and right before/after a holiday. Relax.

 

['05Train]

Y'all need some patience.

We do not. We paid big bucks for a supposedly premium product from the OEM softop supplier for Jeep. I don't want to hear about how hot it is. It's summer, this happens every year. You'd think a company that's been around since 1954 would be aware of that. Regardless, it's completely unacceptable to have a customer have to contact you repeatedly for promised warranty parts, then deliver them 5 months later during the winter (which has also happened every year since 1954) when they can't be installed.

If you can't live up to your warranty, don't offer it.

 

[Crystal@Bestop]

Then if you’re still taking constructive feedback…when capacity constrained, don’t put customers who have invested thousands of dollars into your product, through the wringer get to warranty support.

Once I submitted my warranty claim, proof of purchase direct from Bestop, and my pictures, I should have had an RMA with an option to place a CC hold while you shipped me a replacement before you received my defective one, or a shipping label to send mine first without a hold.

Had that been the case, my post would have been. “Had an issue with my new top, but I had a warranty replacement a week later” and I wouldn’t hesitate to buy again. Instead we’ve got this mess, whatever internal logistics nonsense is going on, and a whole bunch of us who have little incentive to “stick with you” when there are alternatives.

Anyways, you’ve got my contact info in DM if you or anyone wants to chat further.

PS. I work in big tech, happy to share how our customers are using AI for use cases like this to automate detection of manufacturing defects, warranty processing and KYC (know your customer) to minimize fraud.

Thank you for taking the time to share your thoughtful feedback—we genuinely appreciate it.

You're absolutely right: customers who invest in our products deserve a smoother and more responsive support experience, especially during times when capacity is stretched.

Your suggestion about offering an RMA with a credit card hold or prepaid return label is a smart one—flexibility like that can make a big difference in reducing friction and building long-term trust. We're actively reviewing our internal logistics and warranty workflows, and input like yours plays an important role in helping us improve.

We’d also love to connect further and hear more about how you're seeing AI used in warranty and KYC optimization. I’ll make sure our support and product operations teams reach out directly, as we have your email on file.

Thanks again for your candid input and your willingness to help us get better.

~Crystal@Bestop
www.bestop.com

 

[Crystal@Bestop]

We do not. We paid big bucks for a supposedly premium product from the OEM softop supplier for Jeep. I don't want to hear about how hot it is. It's summer, this happens every year. You'd think a company that's been around since 1954 would be aware of that. Regardless, it's completely unacceptable to have a customer have to contact you repeatedly for promised warranty parts, then deliver them 5 months later during the winter (which has also happened every year since 1954) when they can't be installed.

If you can't live up to your warranty, don't offer it.

We hear you—and you're not wrong to expect better. You're right that this isn’t our first summer, and we absolutely should be able to handle the demand that comes with it. That said, the delays you've experienced with your warranty parts are unacceptable, and we take full responsibility for that.


We’re not here to make excuses about the heat or the season—you paid for a premium product and expected premium support. What happened here doesn’t reflect the standards we hold ourselves to, and we know we fell short.

We stand behind our warranty and when we drop the ball, we fix it.

~Crystal@Bestop
www.bestop.com

 

[bobbyo]

They should hire some illegals to answer the phones and respond to emails.

But only if they speak fractured English!