Never order direct from Bestop

[AWayne]

Ordered a Windjammer and Duster cover from Bestop exactly two weeks ago. Windjammer showed up a week ago. Duster cover is nowhere to be found!

FedEx shows only one package sent. Bestop order shows both the jammer and duster cover on the order list.

Tried contacting Bestop.. no live agent available. Customer support line doesn't even give an option for a voicemail, instead cuts you off and says to call back tomorrow. Customer support email lists 5-7 business days on a reply.

An absolute joke for the company that is the biggest supplier of tops for Jeeps, Broncos, etc.

Back to marketplace searching for my needs.

 

[TheManWithNoName]

I agree with this. It's better to buy from a distributor.

 

[macleanflood]

@Crystal@Bestop

 

[Chris]

Bestop (like so many other companies) fails to understand the age old principle, that there is nothing more important than customer service.

Bestop has been resting on its laurels for far too long.

@Crystal@Bestop

 

[red02tj]

I have a whole thread on my issue with my new top…the trick I found was to call right when they open, otherwise they will either shut down the phone lines or offer a call back between 30-300 minutes.

 

[AWayne]

I have a whole thread on my issue with my new top…the trick I found was to call right when they open, otherwise they will either shut down the phone lines or offer a call back between 30-300 minutes.

That certainly seems the case with the customer service. I called at 12MST (they open at 10MST) and it seems like they'd flipped the switch.

 

[06TJ35's]

More than likely they receive more calls than they can answer and are overloaded with emails all the time. I’m sure when they get to your email they will take care of you.

I can’t even begin to imagine the amount of support calls/emails Bestop brings in.

Be patient. They will get to your email.

I wouldn’t bash on Bestop just yet.

 

[AWayne]

More than likely they receive more calls than they can answer and are overloaded with emails all the time. I’m sure when they get to your email they will take care of you.

I can’t even begin to imagine the amount of support calls/ Bestop brings in.

Be patient. They will get to your email.

I wouldn’t bash on Bestop just yet.

I'd get it, if it was a mom and pop shop... but Bestop has been around nearly 70 years.

I get being busy during the summer for them.. but their "customer support" phone line being an automated message that essentially tells you "good luck Buddy!" then hangs up is a bit ridiculous. Their "live agent" online customer support does the same thing.

I'd hate to be somebody that just spent $5000 on an E-Top and that's the customer support message you get for any issues.

 

[06TJ35's]

They may appear to be a large company, but no one really knows how many customer service employees they actually have. In my opinion, a 5–7 day response time suggests they’re likely understaffed.


More and more companies are also moving to email-only support, which doesn’t help the situation. From my experience, you can reach and help more customers by handling emails all day compared to answering phone calls. It’s simply a more efficient use of time.

Some people are old school and want to talk to someone, but unfortunately, times are changing.



I’m positive they are not ignoring you.

 

[JMT]

Bestop should hire more people so they can thrive as a company. I have had major issue with them and they suck. They tend to their customers when they can. Interpretation: need more employees.

 

[AWayne]

Bestop emailed me yesterday.

"Thank you for contacting Bestop. I have sent a request to my warehouse to look into this issue. I will have a Duster shipped out to you soon."

We'll see how long it takes.

 

[AWayne]

To final update this thread, I did receive the duster from Bestop. I'm not entirely sure when I received it. I believe it was on the 20th of July.

I'd already received my NOS Bestop duster from an eBay seller by then.. which mostly matches. The newer Safari top and Windjammer. It would appear Bestop changed their material when they went from made in the U.S.A. to made in China. The Windjammer has splotches of dark brown thread, while the NOS Duster does not and appears "lighter" in tone. Close enough enough for me but they are slightly different.

Something to keep in mind for those trying to mix and match Spice tops.