ComplaintsforGobi Racks

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have attempted to contact the company for questions and concerns about requesting an exchange or a refund. I have read their refund policy, and I have utilized the support contact email listed on their website, but that email is out of service. There is no phone number listed. I am willing to pay for the transportation of the return, but I cannot make any positive communication with anyone from the company. Based on the return guidelines, I would expect a discussion of options in order to facilitate any next steps as the consumer.I am asking for the company to return any requests for more information or situational authorization of a return OR and exchange when possible. I am not filing a complaint against the product, or the cost, I simply wish to use the product I purchased. The current item does not fit my jeep. I have not had any communication since December of 2023, and the person did not spell my name right, nor follow up for more details.

  Business response

  02/13/2024

  Hi *******, We will be reaching out to you tomorrow to take care of the issue. We do apologize for the inconvenience. If you have any further communication, please email us at ****************************************** or email me directly, I will provide you with my direct email tomorrow morning. The ********************************** is not a working email; it was replaced a while ago. to streamline all emails to ******************************************. We do diligently go through email; however, as you know, email can sometimes not be delivered or end up in spam folders as well. I look forward to speaking with you tomorrow and getting this cleared up. As always, you may reach out to me at ************ and ask for me, ************* 

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a roof rack online through Gobi in May 2023 for my 2022 Bronco based on the weight of their product listed as 50lbs in their technical datasheet. I paid $500.00 USD for a deposit and then $1895.00 USD for the balance. Once it arrived, I weighed it at 160- 170lbs. This was June 7, 2023. My vehicle tows a ****lb travel trailer and 170lbs puts me over my Gross Combined Weight Rating (GCWR). To use it would void my vehicle warranty and potentally lead to a life threatening situation if the overload causes failure of any critical vehicle suspension or drivetrain part. I do love their product and if it had weighed what they listed it as, I would have happily used it. Unfortunately, they mis-represented their product on their website.I had mutliple emails back and forth with a *********************** ********************************* and have kept a copy of all correspondence. He indicated they would find someone to purchase the product but that was several weeks ago. He has stopped responding to my emails.

  Business response

  08/02/2023

  Dear *****,
  Thank you for your concerns regarding the weight of our Gobi roof rack for your 2022 Bronco. Our specifications list the weights of individual parts, not the entire assembly.
  Here's the breakdown:
  Bronco roof rack: 50 lbs.
  Bronco front light bar hoop: 20 *********** Bronco rear support bars: 10 ********** Bronco rear towers and hardware: 20 lbs
  The total comes to 100 lbs. Accessories can add more weight.
  We apologize for any confusion, but we clearly state this in our product information. All our sales are final due to these items being custom-built.
  We understand your concerns about exceeding your vehicle's GCWR. And as a show of good faith and going above and beyond our terms and conditions, we're actively assisting you by trying to find a buyer in your area for the rack. This process may take some time, and these are custom-made for each order. 
  
  We appreciate your understanding and patience, and we will stay in touch as we have been throughout this entire process since you first reached out to us.

  Customer response

  08/02/2023

   
  Complaint: 20393859
  
  I am rejecting this response because:

  The product datasheet clearly states the product is 50 lbs. It is included as a previous attachment. I do appreciate that the business is stating that they are trying to find a buyer but that is taking too long and is not my responsibility to accommodate a mis-represented product. I am losing the 5% interest I could be making if that money  was in my money market account.  They can send a driver to come pick up their product and refund my money now.  Once they have their product, they are free to then take whatever time they need to resell it. 
  
  Sincerely,
  
  *******************

  Business response

  08/28/2023

  We want to address your recent request for a full refund on the custom product you purchased from us. I understand your concerns and would like to provide you with a comprehensive explanation of our terms and the situation.
  As clearly stated in all email confirmations and documents related to your order, our policy stipulates that all sales are final due to the highly customized nature of our products. This policy was presented to you when you placed your order and agreed to our terms before providing payment information. These terms were reiterated upon order confirmation and also included in the commercial invoice provided to you before the order was released to the freight company.
  We acknowledge the scenario of you combining our custom roof rack with additional cargo. We have no control over the individual scenarios a consumer attempts to run, which, according to your claim in this case, exceeds the gross weight allowed by the transportation industry; however, it is important to note that our product's weight is as described on our marketing displays. Furthermore, we cannot assume responsibility for any other weight or cargo combined with our product, as our product was specifically designed to meet industry standards within its defined limits.
  Additionally, we understand your frustration and desire for a resolution. As a gesture of goodwill, we would like to offer you a final opportunity for resolution. You have the option to return the product to our facility at your own expense. Once received and inspected, we will process a refund for the cost of the product, deducting the original shipping cost. Please understand that we cannot accept the product's continued use in conjunction with other cargo while expecting a full refund. Furthermore, we cannot accept liability for any calculations pertaining to the maximum weight of cargo, given the tolerances involved.
  We appreciate your understanding of our position and the policies we have in place to ensure quality and fairness for all customers. If you choose to proceed with the return, please ensure that the product is in good condition and securely packaged to prevent any damage during transit.
  Thank you for your attention to this matter. If you have any further questions or require assistance with the return process, please do not hesitate to contact us.
  We will be uploading all the documentation where we fully state that "ALL SALES ARE FINAL." 

  Customer response

  08/29/2023

   
  Complaint: 20393859
  
  I am rejecting this response because: I have now spoken with a lawyer and this company fraudulently mis-represented their product.  I ordered a product of a certain weight (based on the company's own online documentation) and they sent me something over 3 times heavier. So I did not get what I ordered.  That is clearly fraud and I will now litigate.  
  
  Sincerely,
  
  *******************

  Customer response

  09/05/2023

  As identified in the attached photos, my weight is 168lbs. My weight while holding the rack at its center of gravity is *****lbs. The difference of ****lbs is the rack weight as received from the manufacturer. Please note that including all the parts and hardware needed to actually install and use the rack bumps this total to around 170lbs.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Gobi Stealth rack with many additional items on November 10, 2020 order #***** *******. I have received all items except the "Rear Maxtrax brackets item #********** $130". I was charged for the entire bill ($2,260 on or around June 17, 2021 invoice#*********) but have not received the above item. I have made several contacts to the company since mid-June with no resolution. I have called and asked for management (including the owner) to call me and have yet to receive any call back. I would like to have the rear Maxtrax brackets delivered as part of the order placed~13-months ago that was paid in full ~6-months ago.

  Business response

  12/02/2021

  Hi *****, I apologize for the delay on this last item that has been on backorder for so long. We will get with production and make sure we can get it out to you as soon as possible. We will have a customer service representative call you with a ship date.

   

  Thank you for your patience, 

  GOBI Crew

  Customer response

  12/07/2021

  
  Complaint: ********
  
  Sadly, I must reject this response as I only have two options from the BBB.  The rejection is based on the lack of specifics in your response and that BBB allots only 7 calendar days before automatically marking the complaint resolved.  I was not contacted by anyone in the company since the complaint was filed with any update, shipping date or concern for my order.  For reference, no direct contact has ever been made since the order was submitted ~13 months ago.  I understand the pandemic has caused supply chain issue however, I do not understand why there is no communication from anyone at the company during any point throughout this transaction.  It is this lack of customer service that brings me to seek a conclusion.  I could have accepted the response if it contained a specific date for a phone call or an estimated date for shipping as I could have submitted an additional complaint should those actions be missed.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order (order # GB45308) with Gobi Racks on May 31st of 2021. I received an immediate response with a phone call within a couple days to confirm my order. At which time, they took my credit card information over the phone. I was told this is done to confirm the order. The order was confirmed (Confirmation #*****) on June 4th of 2021. In the confirmation, they disclose "If we are able to honor a cancellation request-please note that a minimum fee of $500 per roof rack will apply (No exceptions)." They also state there is a minimum of 16 week lead time and they ask you wait 12 weeks before requesting a status update. So i did, i waited until September 1, 2021 to request an update. I did not get a response. I reached out to Gobi 4 separate times in September with no response. I still have not heard anything from Gobi. My concern is this company has my financial information and i cant even get a response. They have not shown me they are an ethical or trust worthy company.

  Business response

  12/11/2021

  *******, we apologize for the delay, we have contacted you and left a message. As you know we have not charged your card and the information would be immediately deleted once the order is cancelled. Please contact us at ************ and we are happy to work though this order with you. We do appreciate that you have been patient and we completely understand, we apologize for the lack of communication we have tried to stay in touch with each and every one of our customers through email. We have faced several challenges throughout the year however we are committed to get through this and making sure we take care of you.  

• Initial Complaint

  07/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 1/16/21 for a Toyota 4Runner 5th gen ranger rack. I was told 16 weeks was the lead time. I emailed many times asking when the ship date would be. Never received a time frame. I called multiple times and was transferred to voicemail. I left messages and never received a call back. This customer service is terrible. I placed the order on 1/12/21 and it is now 7/26/21.

  Business response

  07/27/2021

  Dear Customer,

  On May 28th, 2021 at 11:57 AM MST you spoke to our customer service department and you were advised that your order would ship in August, due to the material delays and shortages in the industry. No refund is necessary since we have never charged you and will not take payment until the order is ready to ship. This was clearly stated at the time you placed your order when you agreed to the terms and conditions. We have made every effort to keep all customers updated via email regarding the extended lead time as well as material shortages and the delays we are experiencing. If you are having difficulty with the purchase of your order, please reach out to customer care and we are more than happy to work with you. 

  Customer response

  07/27/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received our car rack that we ordered but are missing parts. We never received the ladder. Gobi is not responding to attempts to reach them.Gobi Racks typically take months to ship. This was extended further when an item was backordered. Then extended further due to covid.The ordered was placed in 12/2019. 3 months before the pandemic.

  Business response

  06/28/2021

  Dear Customer,

  You were advised at the time of order 3 months prior to the pandemic that there was a MINIMUM (not maximum) of ******************************************************************* the USA. The pandemic changed the entire manufacturing capabilities last year and we have made our best effort to reach out to each and every customer last year regarding orders and statuses. We are facing daily challenges such as steel shortages amongother materials essential to our manufacturing process that is causing anextensive delay for your GOBI products to be made. 

  We have been informed by our suppliers, as well as ourextensive research in the industry, that we will be facing many challenges through 2021.  
  

  We would like to personally apologize for the unexpecteddelay in receiving the products that you have ordered. We appreciate yourpatience and we can assure you that we do our best to deliver your GOBIproducts as soon as possible. As always we are committed to get through thesechallenging times. Please note that as a valued GOBI customer we DID NOTcharge you and or take a deposit until your order was ready to ship. Iunderstand that this may be frustrating so we thank you for hanging in therewith us. With new technological advances that we are establishing this year, welook forward to providing a great GOBI experience once things get back to normal.
  
  As always if you have any questions or concerns please feelfree to reach out to us at  ************ or ************************************************* note that due to the large amount of daily inquires it may take us timeto get back to everyone on a timely manner. We will continue to do our very bestto stay in communication to make sure we address any questions or concerns.

  Customer response

  07/02/2021

   
  Complaint: 15597175
  
  I am rejecting this response because:I was billed on 12/12/2019 in the amount of $1,595
  
  Sincerely,
  
  **********

  Business response

  07/13/2021

  Dear Customer,  as always the best way to handle matters is through our customer service department ************. After your previous message our team reached out and shipped you the item that had been in development. Please NOTE that your Item was shipped and delivered. We consider this matter closed.  

  Hi. Your package was delivered Fri, 07/02/2021 at 10:07am.
  
  
  Delivered to ***********************************************************************
  Left at front door.
  
  
  TRACKING NUMBER ************
  
  FROM GOBI-Intelligent Designs ****
  ********************************************************************************************************
  
  TO *************
  **********
  *********************************************************************************************
  
  REFERENCE JCKL2019LAD-D
  
  SHIP DATE Mon 6/28/2021 12:00 AM
  
  PACKAGING TYPE Package
  
  ORIGIN ************************
  
  DESTINATION ****************************
  
  NUMBER OF PIECES 1
  
  TOTAL SHIPMENT WEIGHT ***** LB
  
  SERVICE TYPE ***** Home Delivery
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩