Rusty's Offroad experience

[Travis05Rubi]

Ordered rear control arms for a 5.5 inch lift. I have a 5.5 inch lift. The lowers were scratch and dent. Items came in a timely manner but were too short. I requested a return and an exception to the scratch and dent ‘all sales final’. Had I known they wouldn’t fit I wouldn’t have bought them and this is due to the actual length not being listed on the product description. Tube diameter and thickness are noted but nothing is said that the 5.5 inch lift fitment is for a specific situation. So far it seems easy enough. The arms weren’t standard in length despite being marketed as such so I wanted a refund. Here is where they went south. I was told no exceptions, I should have called them, and that the dimensions are listed on the website. I searched again to no avail and asked where they were located. I was provided a link to an instruction manual for a lift kit the arms are used in. Rustys expected me to read a 22 page manual for a product I wasn’t buying to see the fitment length of that application and then infer that to be the length of the part I did buy. And again, I was reminded I should have called. Now, I could have called, sure. But the description listed fit my needs based on the information proivded, I never thought to call. Still a firm no on the exception to return. Not even an ounce of accountability from them but I’ll eat the 350 bucks I guess and be grateful for their really good advice of “try to sell them”. At this point I painted the picture of my losses and asked if they could cover return shipping since I’ll take ownership for my part. I don’t really need a company to teach me lessons on how to be a customer but whatever. Firm no on the return shipping being covered. I’m now out another 100 for that cost. Then, they charged a 40 dollar restocking fee which was never discussed in the plethora of emails back and forth about this matter. Maybe their products are good but the service and support I received was deplorable. Any business that shows such a phobia of being accountable or this level of allergy around being flexible is one that I suggest you avoid. Being told [tough luck, be a better customer] when things go wrong is unacceptable. If they had taken at least half of the responsibility I would not have left this review. But, for the 490 dollars it has cost me to not be able to use their products and also be treated like they’re my dad teaching me a lesson? Who wouldn’t want to suggest others go elsewhere?! Rustys has such inward focused customer service that I waited for my refund before posting this out of fear they would pull some other BS on the me. If this is the care they have for customers their product can’t be that far behind. Just trash service in my opinion.

 

[Travis05Rubi]

Couple pics of my ride as a bonus in this thread. In the garage and in Rubicon Springs.

 

[bbaldwin237]

I've never dealt with Rusty's, but I'll be honest, when a product states "all sales are final" I don't expect to be treated differently. They had it posted as final and have those rules posted on their website.

I hate that you had a bad experience, but how are you out the cost of the product plus return shipping and restocking? That doesn't add up if you returned the product. Unless you are saying you paid to send it back without a refund, which wouldn't make sense


https://www.rustysoffroad.com/policies/refund-policy

"Clearance, Scratch and Dent, Discontinued Products:
Items listed as Scratch and Dent, new-in-box discontinued products, or closeouts products. When available, the condition of these products is noted in the product page. We are not responsible for item finish, hardware, fitment, or overall product condition. ALL SALES ARE FINAL and can not be returned. "

 

[L J]

 

[John Cooper]

Ordered rear control arms for a 5.5 inch lift. I have a 5.5 inch lift. The lowers were scratch and dent. Items came in a timely manner but were too short. I requested a return and an exception to the scratch and dent ‘all sales final’. Had I known they wouldn’t fit I wouldn’t have bought them and this is due to the actual length not being listed on the product description. Tube diameter and thickness are noted but nothing is said that the 5.5 inch lift fitment is for a specific situation. So far it seems easy enough. The arms weren’t standard in length despite being marketed as such so I wanted a refund. Here is where they went south. I was told no exceptions, I should have called them, and that the dimensions are listed on the website. I searched again to no avail and asked where they were located. I was provided a link to an instruction manual for a lift kit the arms are used in. Rustys expected me to read a 22 page manual for a product I wasn’t buying to see the fitment length of that application and then infer that to be the length of the part I did buy. And again, I was reminded I should have called. Now, I could have called, sure. But the description listed fit my needs based on the information proivded, I never thought to call. Still a firm no on the exception to return. Not even an ounce of accountability from them but I’ll eat the 350 bucks I guess and be grateful for their really good advice of “try to sell them”. At this point I painted the picture of my losses and asked if they could cover return shipping since I’ll take ownership for my part. I don’t really need a company to teach me lessons on how to be a customer but whatever. Firm no on the return shipping being covered. I’m now out another 100 for that cost. Then, they charged a 40 dollar restocking fee which was never discussed in the plethora of emails back and forth about this matter. Maybe their products are good but the service and support I received was deplorable. Any business that shows such a phobia of being accountable or this level of allergy around being flexible is one that I suggest you avoid. Being told [tough luck, be a better customer] when things go wrong is unacceptable. If they had taken at least half of the responsibility I would not have left this review. But, for the 490 dollars it has cost me to not be able to use their products and also be treated like they’re my dad teaching me a lesson? Who wouldn’t want to suggest others go elsewhere?! Rustys has such inward focused customer service that I waited for my refund before posting this out of fear they would pull some other BS on the me. If this is the care they have for customers their product can’t be that far behind. Just trash service in my opinion.

I hate you had to go through all that crap!!!

I have never purchased anything from Rusty's and from what I have read over the years I'm glad I haven't.

 

[Travis05Rubi]

I've never dealt with Rusty's, but I'll be honest, when a product states "all sales are final" I don't expect to be treated differently. They had it posted as final and have those rules posted on their website.

I hate that you had a bad experience, but how are you out the cost of the product plus return shipping and restocking? That doesn't add up if you returned the product. Unless you are saying you paid to send it back without a refund, which wouldn't make sense


https://www.rustysoffroad.com/policies/refund-policy

"Clearance, Scratch and Dent, Discontinued Products:
Items listed as Scratch and Dent, new-in-box discontinued products, or closeouts products. When available, the condition of these products is noted in the product page. We are not responsible for item finish, hardware, fitment, or overall product condition. ALL SALES ARE FINAL and can not be returned. "

I got that 100 percent and told them it was a learning curve for me. Thats when I asked if considering that loss on mt end if they'd cover return shipping.

Overall my gripe isn't as much that they didnt treat me like royalty as much as it was that they never admitted to the inaccurate/incomplete product description. A simple "crap, your right, our information is incomplete we see how that mistake was made but sorry policy is policy" would have at least been human.

 

[Travis05Rubi]

I hate you had to go through all that crap!!!

I have never purchased anything from Rusty's and from what I have read over the years I'm glad I haven't.

First purchase. Metalcloak has always been solid for me. I'll buy their rubicon express replacement set. I already have their springs.

 

[Link]

Never dealt with the company but I’m having a hard time feeling any outrage. Their terms were clear and you wanted an exception. They declined to give you an exception. I don’t see the issue.

Then you join this forum just to bash a company. Seems….sketchy

 

[TJ Jim]

Only have had one experience with them. They were close to where I lived so I drove down to shop. Must be online shop only cause there’s no showroom. I walked around their factory and nobody stopped and asked wtf are you doing here? Very strange.
Never heard anything good about them.

 

[Travis05Rubi]

Never dealt with the company but I’m having a hard time feeling any outrage. Their terms were clear and you wanted an exception. They declined to give you an exception. I don’t see the issue.

Then you join this forum just to bash a company. Seems….sketchy

My issue is that their product description was incomplete and inaccurate and they failed to take accountability for it. If the information was clear and I cried foul after the purchase I would have stayed under my rock.

It was not clear. I pointed that out. They said I should have done my due diligence by reading a 22 page manual for a product I wasn't buying. --pretty unrealistic.

I just wanted them to meet me halfway on it. Seems fair. But because of their misleading description im out 500 bucks and the best I could get was "try to sell them or something" and a lukewarm acknowledgment of their wrong.

Just reporting my experience. Your mileage may vary.

 

[The Ghost of Jerry Bransford]

Sorry I'm late, guys.

 

[sab]

...how are you out the cost of the product plus return shipping and restocking? That doesn't add up if you returned the product. Unless you are saying you paid to send it back without a refund, which wouldn't make sense

I got that 100 percent and told them it was a learning curve for me. Thats when I asked if considering that loss on mt end if they'd cover return shipping.

I don't know about bbaldwin237, but your answer still confuses me, Travis05Rubi. I understand you're out the original purchase amount ($350?) due to their strict no return policy on scratch and dent parts. That makes sense, but how are you also out $100 for return shipping and $40 for a re-stocking fee if they told you they won't let you return them? Did you send them back anyway? As noted, this was your first post here, and your story (or rather, your total cost lost) doesn't quite add up. When someone's first post is to complain about a company, it makes one wonder the motive of the poster. Fair warning or just a spiteful post?

 

[jeepguy03]

Dang Rusty's is still in business? Back when I first started lifting XJs 12 years ago everyone in that circle was surprised they still stayed in business due to their attitude and the quality of the parts. That is the last place I would want to try to ask for any leniency on returns.

 

[bbaldwin237]

My issue is that their product description was incomplete and inaccurate and they failed to take accountability for it. If the information was clear and I cried foul after the purchase I would have stayed under my rock.

It was not clear. I pointed that out. They said I should have done my due diligence by reading a 22 page manual for a product I wasn't buying. --pretty unrealistic.

I just wanted them to meet me halfway on it. Seems fair. But because of their misleading description im out 500 bucks and the best I could get was "try to sell them or something" and a lukewarm acknowledgment of their wrong.

Just reporting my experience. Your mileage may vary.

It says it's the links they use for THEIR 5.5" kit. Every long arm kit comes with that company's brackets, meaning they may be a little different. If you don't have a Rusty's long arm kit, then you should verify fitment. They probably don't list the measurements because they aren't marketed as a replacement for anybody's long arm kit except their own.

Now with this and @sab 's post, we still don't know how you're out that amount of money?

 

[John Cooper]

 

[Travis05Rubi]

I don't know about bbaldwin237, but your answer still confuses me, Travis05Rubi. I understand you're out the original purchase amount ($350?) due to their strict no return policy on scratch and dent parts. That makes sense, but how are you also out $100 for return shipping and $40 for a re-stocking fee if they told you they won't let you return them? Did you send them back anyway? As noted, this was your first post here, and your story (or rather, your total cost lost) doesn't quite add up. When someone's first post is to complain about a company, it makes one wonder the motive of the poster. Fair warning or just a spiteful post?

In all fairness they have alot of neat products. I went with them becasue they offer a high clearance lower front also. Their tank skid is bolt-on, dropping a tank and a root canal are my two fave things to do. And their tire carrier looked useful to me. They also have many good reviews. Plus, I found them on Govx so I trusted them.

If you orderd a pair of pants from an american compnay that said size 32x32 and after receiving them find out it was a metric 32x32 would you be upset? Surely they could have put that information in the description and anyone with a reasonable degree of confidence in small business wouldn't have thought to call and verify it.

So you email them and say "hey these dont fit, you didnt say it was metric or i wouldn't have bought them," they reply with a 22 page manual for a shirt or some other thing that you didnt want and say "you should have looked here"

I think anyone in that situation would be a little irked. IF they had made it clear the parts only worked in a unique situation I wouldn't have bought them. I told them I'll eat the scratch and dent, I get it.

The rest of my losses are directly related to their inability to even try to keep a customer. If they so much as split the return shipping I would have kept my mouth shut. After all, its half their fault at least.

Then they charge a restocking fee also? WTF? The only reason it was unstocked to begin with is because a customer was led to believe the part would work with their setup.

In my opinion, and its just that, they failed to make clear the uniqueness of the fitment in their description. Then they were unwilling to accommodate any type of mutually agreeable scenario where responsibility is shared on the solution. Just trash service and support.

And side note- Something was going to be my first post. Maybe if nothing else but to risk parading some idiocy on my end in order to just give an FYI to others.

 

[sab]

Travis05Rubi, you just keep digging a deeper hole by not explaining how you are out $490. It seems you are out $350, and IF they had let you return it, you'd be out just $140 for return shipping and re-stocking because they would have refunded you all but that $140. You can't add those up to get a total damage number.

Here's a statement from you lamenting Rusty's inability to admit an error:

Overall my gripe isn't as much that they didnt treat me like royalty as much as it was that they never admitted to the inaccurate/incomplete product description. A simple "crap, your right, our information is incomplete we see how that mistake was made but sorry policy is policy" would have at least been human.

How about you admit your error in adding non-applicable return charges to your cost in order to pad the damages you claim to have suffered? Or are you the kettle that matches the pot?

This is a spiteful thread, not a fair warning thread, until you clear thing up, as far as I see it.

 

[g.hayduke]

So which it it? They refused your return request? Or they did accept your return?

Please be clear.

 

[Link]

There are plenty of businesses I will not deal with. Some support this site. The OP may be right that this business sucks but his posts haven’t swayed my opinion on this company one way or another.

 

[Travis05Rubi]

Travis05Rubi, you just keep digging a deeper hole by not explaining how you are out $490. It seems you are out $350, and IF they had let you return it, you'd be out just $140 for return shipping and re-stocking because they would have refunded you all but that $140. You can't add those up to get a total damage number.

Here's a statement from you lamenting Rusty's inability to admit an error:


How about you admit your error in adding non-applicable return charges to your cost in order to pad the damages you claim to have suffered? Or are you the kettle that matches the pot?

This is a spiteful thread, not a fair warning thread, until you clear thing up, as far as I see it.

Fair enough. Im only out 350 in hardware.

I feel justified in the remainder because had they properly described the item I wouldn't have bought it. As a result I had to pay to reship and restock. If that makes me spiteful then so be it.