Icon Messed Up My Order...Am I being too demanding???

rageT4R

rageT4R

New member
So..last week I ordered the Icon Stage 2 kit for my 2018 4Runner. Along with the kit, I also placed an order for a set of Icon Alpha 17” wheels in Satin black. This order was placed through MetalTech 4x4, but since they don’t keep the wheels on hand, they had to be drop shipped from Icon directly.

Now I ordered the 6x5.5” bolt pattern so they would actually FIT on my runner and MetalTech also sent the order over CORRECTLY to Icon. Much to my surprise, when I get the wheels delivered to my house, they sent me 4 wheels in the 5x5.5” bolt pattern. At this point I am pretty upset since I have an appointment for my vehicle this Saturday and have wheels that I can do NOTHING with. So I call Icon...

The girl I spoke to apologized and offered to send me the correct wheels, as long as they can charge my card....AGAIN. I understand that this option is basically collateral, but still. I proceeded to tell her that I need these ASAP and wanted the wheels expedited. Keep in mind I live in Scranton, PA and these would be coming from Cali. She told me that since they messed up that they would expedite them no issue whatsoever. I left the call pleased.

5 minutes later and Icon calls...the man tells me that the girl did not know what she was talking about and that they CANNOT and WILL NOT expedite the wheels to me. When I told him that I need these for an appointment the guy tells me “dude you can just change your appointment. Shops around here are really good at that.” I blew up and demanded that they expedite them for their mess up and he continued to deny my request as it would cost them $600 to ship them expedited. He said he would call me back but the best they will be able to do is to get them to me in 6 days...

Am I being too demanding?


Sent from my iPhone using Tapatalk
 
Register to hide this ad
Yes you are being way too demanding.

Heaven forbid you miss your appointment. LOL

Companies are in business to make money. They make mistakes from time to time but can't stay in business when you don't work with them... If you are going to modify your truck.. expect delays and issues on a regular basis.

A 1 week wait is nothing. If it was a small part that could be shipped overnight for a reasonable price... but we are talking over 100lbs here... just deal.
 
wfo9 said:
Yes you are being way too demanding.



Heaven forbid you miss your appointment. LOL



Companies are in business to make money. They make mistakes from time to time but can't stay in business when you don't work with them... If you are going to modify your truck.. expect delays and issues on a regular basis.



A 1 week wait is nothing. If it was a small part that could be shipped overnight for a reasonable price... but we are talking over 100lbs here... just deal.
Click to expand...



Hence why I asked for opinions here. I’m out on leave due to my wife giving birth to our son and it was the only opportune time for the appointment in the next 4 weeks. This was why I was heated at first.


Sent from my iPhone using Tapatalk
 
rageT4R said:
Hence why I asked for opinions here. I’m out on leave due to my wife giving birth to our son and it was the only opportune time for the appointment in the next 4 weeks. This was why I was heated at first.


Sent from my iPhone using Tapatalk
Click to expand...

Patience grasshopper.
 
rageT4R said:
Hence why I asked for opinions here. I’m out on leave due to my wife giving birth to our son and it was the only opportune time for the appointment in the next 4 weeks. This was why I was heated at first.


Sent from my iPhone using Tapatalk
Click to expand...

There are some things to get heated about, but this is so minor in comparison. Their response is perfectly reasonable when you step back and think about it.

Consider it your first lesson in a long road of extended wait times.

One example. A few of us waited over a year until we could safely have passengers ride in our trucks with no documented risk of being seriously injured by the airbag. Because Toyota was using the revised parts in new trucks vs fixing existing customer trucks with defective airbags past the safe exposure threshold. That was something to get really steamed about... They were putting profits above the risk of injury or death and put the burden on owners to not allow passengers or not drive the truck.... It got me really pissed and I vowed to never buy another Toyota product again.. but I realized getting upset was just a waste of energy and did nothing to help the situation. It was eventually replaced and I've almost forgotten how angry I was. LOL
 
I agree with the other guys regarding expediting the wheels, but I don’t agree with them demanding to charge your card again. I think the best solution is to send you a return label and when the wheels ge shipped, ship the new ones to you so you don’t have to wait too long or be charged twice. I realize you will get money back, but I personally don’t think their mistake should tie your money up.
 
Expedited shipping on wheels is a huge ask, being extra nice and asking if they can provide some compensation for the inconvenience is reasonable. Perhaps product credit or rebate? Getting upset will sometimes get stuff but most of the time being reasonable, nice, yet firm is the best route.
 
rageT4R said:
he continued to deny my request as it would cost them $600 to ship them expedited.
Click to expand...

Just out of curiosity, how much more would it cost them to get you you correct wheels today if they sent the correct ones in the first place?

Why the **** is their problem your priority?

look, they screwed up, an it should be up to them to fix it rather than screwing over a paying customer. So glad I just bought a set of their coil overs :brick:
 
First things first. Congratulations on the coming birth. May he or she be healthy and the birth quick!
Second, yeah man, learn to let things go. As a new father, it is a supremely useful skill. :)
 
mscot said:
First things first. Congratulations on the coming birth. May he or she be healthy and the birth quick!
Second, yeah man, learn to let things go. As a new father, it is a supremely useful skill. :)
Click to expand...

clearly we're on opposite ends of the spectrum. Next to nothing slides in my house with my two kids. At least with my minions, you give them an inch, they try for 2 miles.

Same goes for customer service, roll over and you'll be stepped on. Not saying you have to be rude, just firm.
 
rageT4R said:
So..last week I ordered the Icon Stage 2 kit for my 2018 4Runner. Along with the kit, I also placed an order for a set of Icon Alpha 17” wheels in Satin black. This order was placed through MetalTech 4x4, but since they don’t keep the wheels on hand, they had to be drop shipped from Icon directly.

Now I ordered the 6x5.5” bolt pattern so they would actually FIT on my runner and MetalTech also sent the order over CORRECTLY to Icon. Much to my surprise, when I get the wheels delivered to my house, they sent me 4 wheels in the 5x5.5” bolt pattern. At this point I am pretty upset since I have an appointment for my vehicle this Saturday and have wheels that I can do NOTHING with. So I call Icon...

The girl I spoke to apologized and offered to send me the correct wheels, as long as they can charge my card....AGAIN. I understand that this option is basically collateral, but still. I proceeded to tell her that I need these ASAP and wanted the wheels expedited. Keep in mind I live in Scranton, PA and these would be coming from Cali. She told me that since they messed up that they would expedite them no issue whatsoever. I left the call pleased.

5 minutes later and Icon calls...the man tells me that the girl did not know what she was talking about and that they CANNOT and WILL NOT expedite the wheels to me. When I told him that I need these for an appointment the guy tells me “dude you can just change your appointment. Shops around here are really good at that.” I blew up and demanded that they expedite them for their mess up and he continued to deny my request as it would cost them $600 to ship them expedited. He said he would call me back but the best they will be able to do is to get them to me in 6 days...

Am I being too demanding?


Sent from my iPhone using Tapatalk
Click to expand...


Same situation happened to me except the problem was with the 3rd party and not the actual manufacture. It was a certain rack company, They expedited me a new rack, did not put any charges or holds on my card, and let me use the wrong rack until mine arrived. In addition they gave me a free accessory... I am not saying they should bend over backwards but I find it crazy they would not give you expedited given they made an error.

Thank you by the way because you just made up my mind on the lift I am going with... king...
 
Last edited:
Too demanding...yes.

But...a good vendor will offer a discount off your wheels when you eventually get them for the hassle like 10% off.

Id send the wheels back and wait for the next set but also ask for a discount for all the trouble for their mistake. See if they own up to their mistake.

On another note, I got shipped a wrong exhaust for my sports car, the vendor shipped me out another exhaust no questions asked and just asked me to ship back the wrong one whenever. No rush they said.
 
So they charged, refunded, and charged again?

I'd be kind of pissed since the refunds take a while to process and I can have 2x the charge sitting like a turd in my balance.
 
it is normal procedure for companies to ask to charge again until they get their product back. they are already losing money on shipping.. 3 times.

and yes way too demanding.

Most companies tell you don't schedule anything until you have everything in hand.

URD told me, don't schedule my supercharger install, until i get the actual unit.. god forbid some delays happen, or something goes wrong with ETA
 
From what I gather, that's the epitome of "customer service" these days
I'm new to this forum, but not to business
If I messed up a deal, better believe I'm doing everything in my power to rectify the situation promptly, correctly, n then above n beyond
Business is nothing without customers...basics
Especially if the business is in a limited market where word of mouth and reputation go a long way.
So you place the order YOU want, n expect its arrival when it says it WILL be there...assuming you got what you ordered in the first place because that just makes sense
not only did that not work out, not receiving the item in the time allotted, nor the correct product, but they say "dude, change your plans"

NOPE

your upset they dropped the ball, new concept
Downfall of human society are people who think their actions don't effect others, or one of them
Like I said, new to this game, [n i understand that not every company in the world can afford to handle every mistake like eBays n amazons(even though these companies have merchandise that sell for thousands...)], but this could have been handled differently
before I got the 4r last year till now, all I do is study, research, n ask questions...what I've recognized, learned, n braced for rageT4R, is it's all part of the game n comes with the territory...truth be told, just glad to be here, have access to quality products knowledge EXPERIENCE n so far, great family like service, things happen though pal, sorry
 
Send them back, get refund and cancel order. Who knows what else they will screw up when sending the replacements. I understand them not being able to expedite it but wanting to charge your card again when they f***** up your order is ridiculous. Plenty of other good wheels out there that look better anyways.
 
You must log in or register to reply here.

Similar threads

T
2000 Toyota 4Runner SR5 parts vehicle / front-end collision
Replies
10
Views
5K
tpierpoint
T
R
Any GM Diesel Specialists On This T4R Board?
Replies
3
Views
6K
Rick G.
R
5VZ-FE
Alignment Woes
Replies
3
Views
2K
5VZ-FE
5VZ-FE
timyestim
What did I break?
Replies
4
Views
1K
timyestim
timyestim
PRBond
Stealership strikes again
Replies
6
Views
3K
trainman605
trainman605

Members online

Total: 3,486 (members: 3, guests: 3,483)

Forum statistics

Threads
278,317
Messages
3,554,125
Members
248,016
Latest member
Advally Service

Share this page

Trending content

Back
Top