James Duff customer service sucks

[Grey owl]

I have never dealt with Duff. I have done business with WH, and Toms. They both have been easy to do business with. My preference is by phone, its fast, easy. Emails are not for me it can take days or weeks to get anything done. For me its simple if you can't talk to me you don't get my money.

 

[Got4wd]

Wait. You filed a charge back for the entire purchase of the T Rex arms over bushings? Or a charge back for the cost of the bushings?

Why don't you just return the entire set up and buy a different product?

I sure did. I will call my bank when either they can tell me the problem with the arms and a solution. I have sent pics over. Nothing back on weather the arms should have powder coat in them or not. I can tell you 100 percent that if I try and press these in, they will break again. I said. “Hey load up a set for me and send them and I will send these other ones back” I kick myself in the ass since I would the original arms just a few weeks ago. I will probably start looking for another set and let duffs pick these up.

 

[1969]

 

[Torkman66]

@Got4wd I have an original set arms that are powder coated. Had them on my 72 but swapped them for the adjustable Duff arms. I had no problem installing the bushings, so your experaince tells me something is wrong with yours. Anyway, you are welcome to these if you want them. No charge.

 

[Got4wd]

@Got4wd I have an original set arms that are powder coated. Had them on my 72 but swapped them for the adjustable Duff arms. I had no problem installing the bushings, so your experaince tells me something is wrong with yours. Anyway, you are welcome to these if you want them. No charge.

Thank you. I will keep that in mind. Was the inners on the bushings powder coated or do you even remember? You think I could just call duffs and figure it on the phone, but oh wait here we are.

 

[Got4wd]

I regret giving Duffs any of my money now. I have used that text service with WH when some bushings they sent were wrong. Problem was solved within 5 min. They sent out the new ones, had a call tag for the old ones to send back in the box they sent. Excellent service.

 

[m_m70]

I have used that text service with WH when some bushings they sent were wrong. Problem was solved within 5 min. They sent out the new ones, had a call tag for the old ones to send back in the box they sent. Excellent service.

Just did this yesterday on a missed pick Wild Horses sent me Friday......Less then 5 minutes on the phone (texted pic while on the phone) and the right part sent out with return label for me to use t send back the missed pick. Doesn't get better than that. Haven't done business with Duffs but doubt I will after seeing the screen shots you got. Not good.

 

[pbets756]

Powder coat is a son of a gun to sand blast and sand. They should have plugs installed in the holes when they powder coat. Regular paint is bad enough to clean out of holes.

 

[JeepGuy]

I will probably start looking for another set and let duffs pick these up.

Seems like this is the best solution for everyone. You will not support a business you obviously don't want to anymore, and they can get their product back and figure out what went wrong to avoid any issues in the future. Sounds like a win win on both sides.

 

[WPS 73 Bronco]

Here’s another rant on Duffs….. I purchased (ordered) their TREX adjustable control arms, which were on back order. Three days later I decided to change my plan and go a different route. I called back on day three to cancel my order. They charged me a 1.5% cancellation charge for credit card fees, even though the item was on back order and hadn’t yet charged my card.

When I went to order stuff from WH, I told them my story. They told me they don’t charge a credit card until the item ships.

 

[bronkenn]

This is winning. (if you recognize the vendor, then you know.)

Ou...oou...I know!

 

[Torkman66]

@WPS 73 Bronco
Geez, that is nuts...not even sure that is legal. I would 100% call my bank and stop the charge. Pretty much all I need to hear at this point. Duff's is no longer on my list of vendors. They have a culture problem and that will affect everything they do. I'm out.
@m_m70
I had a similar experience with WH. They sent me a part that was difficult to install. It was actually a Scott Drake part and as folks know, those are always hit or miss. In this case, WH went out to the warehouse, got the part, opened up the sealed package, tried their own install while I was on the phone, and said, "yep, this parts kind of sucks." They offered a full refund but I ended up keeping it and making a mod that would make part work. But again, shows that WH is willing to bend over backwards to put the customer first. They are my GO TO vendor.

 

[Got4wd]

Here’s another rant on Duffs….. I purchased (ordered) their TREX adjustable control arms, which were on back order. Three days later I decided to change my plan and go a different route. I called back on day three to cancel my order. They charged me a 1.5% cancellation charge for credit card fees, even though the item was on back order and hadn’t yet charged my card.

When I went to order stuff from WH, I told them my story. They told me they don’t charge a credit card until the item ships.

You must have ordered the same time I did during Black Friday sale. Or Christmas sale. I don’t even know if that’s legal to charge you for something that wasn’t shipped.

 

[Shimmy]

@WPS 73 Bronco
Geez, that is nuts...not even sure that is legal. I would 100% call my bank and stop the charge. Pretty much all I need to hear at this point. Duff's is no longer on my list of vendors. They have a culture problem and that will affect everything they do. I'm out.
@m_m70
I had a similar experience with WH. They sent me a part that was difficult to install. It was actually a Scott Drake part and as folks know, those are always hit or miss. In this case, WH went out to the warehouse, got the part, opened up the sealed package, tried their own install while I was on the phone, and said, "yep, this parts kind of sucks." They offered a full refund but I ended up keeping it and making a mod that would make part work. But again, shows that WH is willing to bend over backwards to put the customer first. They are my GO TO vendor.

TBP has done similar for me on a couple occasions now. they've opened up a brand new part to or several to confirm its quality and fitment, sending me pics, then shipping out once i've given them the nod of approval. another great customer service vendor.

 

[Dude 713]

I received my Bronco Driver magazine yesterday and in the center of it was a Duff catalog, it went straight to the garbage.

 

[Kalex]

I'm confused. If they hadn't charged your card then what fees were incurred?

 

[Got4wd]

I'm confused. If they hadn't charged your card then what fees were incurred?

I’m assuming like my order, they charged the credit card 2 months before it shipped. (Was on back order) Seems wrong to me but that’s how they roll I guess. It kept getting pushed back because of the powder coat. The powder is sloppy on some of the parts. No one has even reached out to me to see what the problem is. I’ve sent pics. No “Hey shit there shouldn’t be powder coat in there and that’s the problem. “ I guarantee that’s the issue. No reason I should have to fix it. That quality control on their end. What if I’m an idiot and take too much off since I was the one that didn’t install them correctly in the first place, according to Duff.

 

[WPS 73 Bronco]

I'm confused. If they hadn't charged your card then what fees were incurred?

They went ahead and charged my card the fee.

 

[Kalex]

Thanks to you both for replying. Sorry this is happening and still hopeful for a fair resolution, whatever that means to all. @WPS that is still what I am confused about and I don't know the back end of credit card dynamics. If they had not charged your card anything then 1.5% of what? I am assuming the cost of the product, but I thought the retailer paid a fee(say 3%) based on an amount they charged the consumer. Which in your case would be 0% because they never charged your card. Also, if the product was backordered you could hardly call it a restocking fee.

 

[Grey owl]

Duff should just reship the entire order, start over, just to put a stop to this . Their obviosly brutal customer service is on display here and its going to affect future sales, i know i for one will never use them.