A little over a month ago I pulled the trigger on some new bumpers from a company down in Oxford, IN called LoD Off Road. I was a little hesitant due to not having the greatest experience last year when I ordered my rock sliders. I figured I would give him one more chance because I had read of others having a better experience and his products seemed to be pretty good quality. I placed the order via telephone as I figured there would be less chance of a mistake if I spoke directly with the owner of the shop versus placing an order on his web site.
There didn't seem to be any problems when I placed the order, and he said the bumpers would be ready in about 4wks and he'd give me a call. I indicated I'd pick the bumpers up to save on the shipping cost and I had asked for an extra tab for a flag mount, though I'd have to get back to him with the where. I asked if he could save me any additional money because I was buying both bumpers together and he hooked up me up with a little extra money off ($60).
Two weeks later I got back to him advising where I wanted the extra tab for the flag and confirmed that I wasn't too late in getting him the info. Fast forward to this past Monday when I get messaged from my wife that big box was just delivered via FedEx. I ask her to check the shipping label and sure enough it's from LoD so I gave Chris (the owner) a call to see what was going on and why she shipped since we had agreed that I would be picking it up. A moment of pause (insert rustling of papers here) and he comes back with he didn't have that on my order.
He gets all apologetic saying he didn't have it written down and that he'd make it up to me by discounting the freight from the flat rate he charges now. Maybe I missed my mark to speak up and contest at this moment, maybe I didn't. I mean what could I really say, my rear bumper had already delivered, and my front bumper and rear lights were set up to ship on Monday and the front skid was schedule to ship yesterday/today.
At that moment I felt I didn't have much choice other than to grudgingly allow him to ship the rest and take it in the tailpipe with the freight charges. Considering I was at work, my head really wasn't in the right frame of mind to debate r contest being charge freight for a mistake he made. Heck, I even failed to inquire what the charges were going to be before agreeing to them so with this I do share some blame
Well Tuesday came and I get messaged that two more boxes arrived and that is when I got an idea of what I was being charged for the freight. I called him up again to find out what the actual freight charges were and was going to see if he could or would be willing to cover any more of that charge. Unfortunately I was nipped in the bud, or so it felt. Without being prompted, he brought up the big discount he gave me on the freight and the discount he gave me on the bumpers and the only thing that went through my head was to just drop it.
Then last night I decide to take a peak at the bumper since I wasn't going to have a chance to haul it off to our storage unit and immediately noticed that the bumper in the crate was not the bumper I ordered as it was missing the additional tab on the winch hoop. Worse yet, somehow the metal tabs for the hoop lights were bent causing the powder coat to crack. At this point I'm thinking what the heck, can FedEx not deliver anything of size without damaging it?
I bring this up as when my sliders were delivered last year one of the boxes was damaged in the powder coat on the one slider was chipped. The box for my rear bumper was also damaged, though a quick inspection of it showed nothing detrimental. I understand the shipping part of things is out of his control as that responsibility of the shipping carrier. What I do hold him responsible for is how he handles things that are within his control. I again called Chris to let him know that I think I was shipped the incorrect bumper and let him know about the damage to the light tabs. He was again apologetic and attempted to rectify things giving me a few different options.
One was sending me a bracket I could bolt to the bottom of the lights to hold the flag. Another was sanding of powder coat off of the tabs, bending them back into place and spraying them with duplicolor bed liner. Not the best solution, however I thought it sounded better than shipping the whole bumper back. The last was having him schedule a pick up for the bumper to send it back to his shop, fix the two bent tabs, add the third tab and then re-powder coat them. I then raised the question of what he would be willing to do for me for my trouble if I chose that route. Could he send me a set up D-Rings front and rear or compensate me financially for this all this trouble. He advised me that the D-Rings were out of the question because he doesn't carry accessories like that (primarily only what he builds) and any credit back would be dependant on any claim he filed with FedEx.
With that I opted to just have him pick up the bumper and have it shipped back to his shop to rectify his mistake. I would have been willing to just suck it up and take care of the tabs myself, however since he was unwilling to do what I deemed to be the right thing I said the heck with it and let it cost him more money. I'm willing to admit that maintaining that stance may not be popular; however in the business I work in, if we make a mistake, we rectify it. It doesn't matter if it costs us a several hundred or several thousand dollars, if it’s our mistake we work to fix it on our dime. Of course there are the little petty things like communicating shipping information or making sure the customer gets a copy of an invoice.
All in all though, I consider this experience to be a negative experience and would not consider doing business with LoD again. Nor would I recommend this shop to anyone considering parts for their rigs. I e-mailed him asked if returning the front bumper and skid for a full refund is in the cards and was told it's not possible.
Puncture through box on rear bumper:
Damage to one of the light tabs on the hoop: