Terrible experience with Orange Boxx Fabrication PSD rack

[engineeer]

[MENTION=152226]engineeer[/MENTION]

Even though you own a 5th Gen, seems to me you'd want this in "General", for exposure. Service this poor should be rewarded. I'll leave it to you to tag -mod- if you wish.

The original problem is that it doesn't seem to fit a 5th gen properly and the mounting story is a bit unstable.

I don't wish them ill will and I'm hoping I caught the owner at a bad time. Their CS did reach out to me:

I apologize for the issues you are having with your order from Orange Boxx. I also apologize for the email exchange between you and the owner and I am not trying to makes excuses for him but he has had some major health issues over the last several months as well as losing his father in-law. This business is what keeps him going. He can be extremely sensitive about a product he has developed because he cares about people and want to give them a great quality product and not over charge.

We do not like a dissatisfied customer. I am assisting in shipping and believe I shipped the wrong bracket the first time.

Please give me an opportunity to make the right. Have you already returned your product?

 

[Simpleman74]

The original problem is that it doesn't seem to fit a 5th gen properly and the mounting story is a bit unstable.

I don't wish them ill will and I'm hoping I caught the owner at a bad time. Their CS did reach out to me:

I lost my mother 3 years ago, my mother in law last year and my father is in the hospital.... it sucks but it is no fault of any of my customers...

if you cant separate family from work then you should close your doors or pass the baton

 

[engineeer]

Wait he sent you a second one, crappily made, and it was still short? Is it possible this bracket is for a different gen? That's kinda s***ty man. I looked at his website and the bracket def looks longer in his pix. One thing though how would this panel hold up had the bracket worked? Is it pretty sturdy once installed and then add weight of accessories tied to the rack?

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Yup. I ordered the 5th gen rack for 4Rs without the 3rd row and sent him pics of the problem, so I'm not sure why it went so awry.

Even if the bracket worked I'm not convinced this is the proper way to mount the rack. The third part needs to be a screw-down instead of a standoff.

 

[5ontheFloor]

Yup. I ordered the 5th gen rack for 4Rs without the 3rd row and sent him pics of the problem, so I'm not sure why it went so awry.

Even if the bracket worked I'm not convinced this is the proper way to mount the rack. The third part needs to be a screw-down instead of a standoff.

Ok i thought it looked like a standoff in his picture. That would be a deal breaker for me. I havent really paid attention to the plastics in cargo area but it seems like that panel needs to be mounted better to secure that kind of weight.

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[philsey]

The original problem is that it doesn't seem to fit a 5th gen properly and the mounting story is a bit unstable.
:

Understood, tks.

Their CS did reach out to me:

Ah, the power of social media. I was having trouble with a lighting vendor, went to this forum with my story, and voila, all of the sudden they got nice.

 

[OrangeBoxxfab]

OrangeBoxx Customer Service

I am dismayed to see this post in the public forum like this. We have sold over 300 of this product and this is the first major issue we had with brackets. The owner of the company has had some serious health issues and I have been trying to assist in the running of the company to keep the business going and to keep customers happy. I emailed the customer yesterday evening when I got the message in the customer service mailbox but by then product was already shipped back.

Once this product arrives I will be video taping me removing it from the packaging and attempt to install in a 5th Gen 4runner and find where the issue is.

I even had owner offer a set of powder coated ones to replace the current ones to make this right and was declined. As with any business there are errors and mistakes made. I am sorry OrangeBoxx made a mistake. The owner is very dedicated to making the best product he can and he at times gets defensive when being attached, as we all do to some extent.

I will be posting more at a later date when his part is returned and seeing wha t the issue truly was..

Thank you,
Anne
OrangeBoxx Customer Service

 

[OrangeBoxxfab]

I lost my mother 3 years ago, my mother in law last year and my father is in the hospital.... it sucks but it is no fault of any of my customers...

if you cant separate family from work then you should close your doors or pass the baton

Sorry for your loss. I am not going to go into details all the details about his health concerns with anyone, but I will tell you that having part of your foot amputated has been a real struggle. There are two of us running this business and I am not perfect in the things I do to help this company be successful and I am trying to own this error and make it right.

Thank you,
Anne
OrangeBoxx Customer Service

 

[calcrc]

I am dismayed to see this post in the public forum like this. We have sold over 300 of this product and this is the first major issue we had with brackets. The owner of the company has had some serious health issues and I have been trying to assist in the running of the company to keep the business going and to keep customers happy. I emailed the customer yesterday evening when I got the message in the customer service mailbox but by then product was already shipped back.

Once this product arrives I will be video taping me removing it from the packaging and attempt to install in a 5th Gen 4runner and find where the issue is.

I even had owner offer a set of powder coated ones to replace the current ones to make this right and was declined. As with any business there are errors and mistakes made. I am sorry OrangeBoxx made a mistake. The owner is very dedicated to making the best product he can and he at times gets defensive when being attached, as we all do to some extent.

I will be posting more at a later date when his part is returned and seeing wha t the issue truly was..

Thank you,
Anne
OrangeBoxx Customer Service

Hey what's up, you made it to t4r.org

Thank you Anne I think the OP and everyone else feel a lot better now

Go on ....

 

[JDM4LO]

Awesome, good move making it awkward for me the future customer to have to hear your personal sob story as to why you couldnt deliver on your own product.

Do yourself a favor, don't get your customers involved in your personal business.

And HAHAHA WTF is that monstrosity of a bracket?!

I had this OrangeBoxx mod bookmarked in my project list: hell to the nah nah nah now.

Kudos to OP, I'm really pleased to have not ended up giving money to a shoddy company.


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[OrangeBoxxfab]

Gentlemen,

Thank you for all of the feedback you have provided. I will be discussing these items with the owner.

Anne
OrangeBoxx Customer Service

 

[honda250xtitan]

wow that looks like shit. that sucks man

 

[5ontheFloor]

Im gonna throw this out there. I work in peoples homes for a living as a service plumber. I am human, and some days i dont feel like showing up for work. Recently ive been dealing with family issues, and it has definitely been difficult some days to deal with homeowners complaining about the aerator on their faucet doesnt make the water stream flow the way they think it should, or the water pressure in their home is too low and that i should adjust the reducing valve to provide more pressure than the city is providing. My point is, these are things that are not my fault, yet despite what i am going through personally, that homeowner is not gonna care except that i fix the problem. If i explain to them how trivial their problems are compared to what am going through, they will not accept it as an excuse. On bad days, i try to be succinct in my work, and spend only enough time as is necessary to remedy the problem. This way i minimize interaction and avoid any heated or awkward exchanges caused by my personal problems. After all, its not the customer's fault.
I believe the OP did all he could to work this out. I don't think he is out to smear the company or its product but his story and pictures to back it up make sense. This is exactly why these threads exist. He told us what happened, provided proof, and its up to each member to make their own decision about using this vendor in the future. As stated by other posters here, some had no issues and I hardly think this one experience is going to severely impact demand for their products. Now after the whole thing works out, the OP can update and even lock the thread so in the future if someone has a similar experience, they can start their own thread. Sorry for the rant but this kind of stuff gets me upset as Ive been in the OPs position before dealing with lackluster customer service

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[Simpleman74]

Sorry for your loss. I am not going to go into details all the details about his health concerns with anyone, but I will tell you that having part of your foot amputated has been a real struggle. There are two of us running this business and I am not perfect in the things I do to help this company be successful and I am trying to own this error and make it right.

Thank you,
Anne
OrangeBoxx Customer Service

well I definitely hope he recovers and move forward. I have a bunch of brothers missing parts and i have seen the struggle first hand.... just know ut doesn't make you who you are. The outside can never change the inside! It will be a tough journey but if you keep the fight going it will all work out in the end. As i stated my experience with you guys was top notch but you gotta keep work and life separate and not be too proud to ask for help. One thing i have learned in the off road community, when 1 of us is doen the others step up big.

 

[codyHTX]

Not to play devil's advocate as I definitely agree the OPs experience was far from great, but thought I would give my 2 personal experiences purchasing this rack from [MENTION=135550]OrangeBoxxfab[/MENTION]

1. Ordered a driver's side rack for my vehicle in Sept 2016. Got an email when it shipped with FedEx tracking and install instruction sheet. Product arrived in good shape, no burrs, powder coat was good, install was straight forward and everything fit. I did remove about 1/4" from the front-lower bolt in spacer (having trouble getting threads to catch) and put a screw through panel above the jack compartment and into the rear-lower spacer to get a solid 3-point mount. So there were a few (what i consider) minor tweaks I made, but i was happy with the product.

2. Ordered a driver's side rack as a bachelor party gift for my boy [MENTION=118406]Haydenatx[/MENTION] in Feb 2017. This time there was an free option for custom text, so I chose THE YETI as that's what he's named his truck.
Over the next few weeks i found Darrel to be friendly and communicative:
I received an email from Darrel for font & powder coat color selection. He sent a proof of concept of what it would look like prior to cutting the rack, which matched the text/font requested.
After giving Darrel the go-ahead he replied back that he thought maybe it looked a little plain and sent an additional proof to consider, this time with a couple mountain peaks above the font. I thought it looked cool, simple and not too showy so I went with it. Shipping notification with FedEx tracking and instructions received and the rack arrived in good condition with all the parts and fit properly (I do believe Hayden used 3M double sided tape or something to better secure the rear leg)

 

[manofsteele2003]

Wow terrible finish work and even worse is the support you received afterwards. In this day and age if you have a business and treat customers badly everyone will hear about it and your business will reflect. It does sound like they tried to make it right after the fact but that shouldn't of happened in the first place. I'm sorry about his health issues and hope he recovers swiftly but if he can't keep his emotions in check during this time then he needs to delegate the responses to someone else.

 

[OrangeBoxxfab]

We are currently working on this solution to capture the rear bolt on all of our Racks. This will be offered as a retro fit and will be free to all that has been bought so far. Our customers before and after you buy from us means allot to us. We try to learn from our mistakes. We do listen to our customers when they speak out to us.

 

[engineeer]

We are currently working on this solution to capture the rear bolt on all of our Racks. This will be offered as a retro fit and will be free to all that has been bought so far. Our customers before and after you buy from us means allot to us. We try to learn from our mistakes. We do listen to our customers when they speak out to us.

This is great, but what about refunding me the full amount I paid for the defective rack that I shipped back? It says it arrived on Monday.

 

[Trixx]

Replacement bracket has weld/grinding marks

I have a degree in Welding Technology, am a Certified Weld Inspector, and spend much of my career directly dealing with everything weld related. The second I would open up a "replacement part" to see basically a weld full of incomplete fusion, I would question the quality of the rest of the product. I admit my standards are probably higher than most aesthetically (although a rather ugly weld can be as strong as a beautiful one) however that thing you were sent was in absolutely no way structurally sound..

 

[Photoventurer]

I have a degree in Welding Technology, am a Certified Weld Inspector, and spend much of my career directly dealing with everything weld related. The second I would open up a "replacement part" to see basically a weld full of incomplete fusion, I would question the quality of the rest of the product. I admit my standards are probably higher than most aesthetically (although a rather ugly weld can be as strong as a beautiful one) however that thing you were sent was in absolutely no way structurally sound..

I was just about to make a similar post but you beat me to it. If a "fabrication" company sent me a replacement part of that poor quality, I would be done with them on those grounds alone.

 

[Simpleman74]

I have a degree in Welding Technology, am a Certified Weld Inspector, and spend much of my career directly dealing with everything weld related. The second I would open up a "replacement part" to see basically a weld full of incomplete fusion, I would question the quality of the rest of the product. I admit my standards are probably higher than most aesthetically (although a rather ugly weld can be as strong as a beautiful one) however that thing you were sent was in absolutely no way structurally sound..

I was just about to make a similar post but you beat me to it. If a "fabrication" company sent me a replacement part of that poor quality, I would be done with them on those grounds alone.

perhaps you guys missed the part where that was sent as a template to confirm fit and would be followed by a finished product after confirmation....