Rack-It



There is another combination of letters, and of similar sound, that would suffice for a review of this company. But you should know more as to why.



Until yesterday, I have been a repeat customer of Rack-It since the mid 90’s. I’ve spent thousands of dollars with them over those years.



Last year I purchased a Thule system for my Toyota Tacoma truck. I recently noticed that the base mounts are corroding. Since the racks have a life time warranty, I contacted Rack-It via their web-form; they told me:



“I am sorry you are having a problem with Your Xsporter. Thule had a batch of the base pieces that were not powder-coated properly. We have new bases in stock. If you bring in your defective ones we can swap them out for you at no charge. This is not a very common problem. You are only the 3rd person I have seen with this problem in the last few years.”



So two days ago, I went by the store to pick up the new bases, intending to return the defective ones once I’d made the switch.



The young red-haired, mustachioed fellow at the counter refused to allow me to take the replacements without leaving the defective ones. I offered to purchase them, or leave my credit card with an open charge in order to secure the parts until I would return with the defects. Again, “No.”



I expressed my dismay, that I’d been a customer since the early 90’s, etc.. He said he was sorry, but that it’s Thule’s policy, that they’d had problems with people not returning the defects, and that there was nothing he could do about it. I pointed out that I was HIS customer, that his company had made the profit on the sale, and that – for me, this was not only inconvenient but insulting. Again, “Sorry, it’s Thule. Nothing I can do about it.” So I replied that I’d like to purchase a set of base pieces. He wouldn’t sell them to me.



I told him that I would never, ever, purchase anything from Rack-It again, and that I would tell everyone of my experience. He did not seem to care.



I would advise everyone not to shop at Rack-It. While their store provides a thorough show room of possible rack solutions, I would advise that you use their facility to determine what you want or need, but to make your purchase online or, better yet, from REI. Businesse like this deserve to go out of business.

Rack-it has an amazing selection of car racks and accessories and a very knowledgeable sales staff.