Just venting about my RRW Wheel order

[Clipse]

This is mostly a vent post, so take it as that. And yes, in hindsight, I absolutely should’ve added shipping protection. That’s on me. Lesson learned. But the way this whole situation unfolded with RRW still feels pretty disappointing, and I wanted to share my experience so others know what to expect.

Anyways, I ordered a set of wheels from RRW. All four boxes showed up looking fine from the outside. When I opened the box that also contained the lug nuts, I found a dent in the wheel.

After checking everything, it's pretty clear the lug nuts broke out of their smaller internal box during shipping, ended up loose inside the main wheel box, and wedged themselves between the wheel and the cardboard. At some point the box must’ve been hit or pressed on, and the lug nuts basically got driven into the wheel, causing the dent.

I reached out to RRW's sales support with photos and an explanation. Their response was essentially:

• Since I didn’t purchase Route shipping insurance, they won’t cover the damage
• They believe the wheel hit a “sharp object” that went through the box (even though the photos show no puncture or tear)
• Claims it's only cosmetic so I should be fine
• They told me to file a claim with FedEx, which only covers up to $100
• They offered me the option to keep the damaged wheel for the $100 credit or order a replacement after the claim (wtf?)

Here’s the problem: FedEx doesn’t allow the receiver (me) to file a claim unless the shipper (RRW) either submits it themselves or provides a shipper authorization release form. If I file it as-is, it will be auto-denied. RRW didn’t mention this, didn’t offer to help, and didn’t provide any guidance — which is shocking for a company of their size and reputation.

I can’t imagine I’m the first customer this has happened to, so I was expecting at least some direction or willingness to step in as the shipper. Instead, it felt like the blame was pushed onto me because I didn’t buy the additional insurance.

I’m not expecting RRW to magically replace the wheel for free. I just expected some acknowledgment that the damage was likely caused by internal packaging failure, more support in navigating the claim process, and really just a little more accountability as we work towards a fair solution.

This was my first time ordering wheels online directly with the manufacturer, and I wanted to share the experience so others might avoid the same headache — whether that means buying the shipping insurance or knowing what to watch for.

Photos below.

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[gvan1998]

They should replace your wheels. If the shipping company damaged the wheels, they need to refund or exchange the wheel and have the seller file claim. Its up to the seller to provide insurance.

 

[TrdProGirl84]

I don’t see them doing anything since you didn’t have the shipping insurance. But I understand your fustration.

 

[gvan1998]

I don’t see them doing anything since you didn’t have the shipping insurance. But I understand your fustration.

I disagree, it's up to the seller to make sure the item you ordered make it safely.

I would file a charge back.

 

[elecfuyu]

It is literally written in the website, word to word on what the rep replied to you.

 

[Clipse]

Yep, I'm venting and hindsight is 20/20. That page you're referencing is within their return policy page, correct? When I committed to buying from RRW, I'm not expecting to make a return so I never scanned through that section. And frankly, have hardly ever for any sites I've purchased from for anything until it becomes relevant to making a return. But if that's how the off-road world operates, then I'd be sure to move differently through it now.

 

[gvan1998]

It is literally written in the website, word to word on what the rep replied to you.

I really don't care what their policy states. If I bought a brand new wheel, then I should receive a brand new wheel without any damage. I would fight it.

I bought a Toyota wheel from a Toyota dealer and the wheel came damaged. Toyota dealer immediately send me an replacement

 

[elecfuyu]

I really don't care what their policy states. If I bought a brand new wheel, then I should receive a brand new wheel without any damage. I would fight it.

I bought a Toyota wheel from a Toyota dealer and the wheel came damaged. Toyota dealer immediately send me an replacement

At a dealer level, if you argue anything they will give you anything.
I work at a dealer so I know, last thing dealer want is to argue with customer, because it's a waste of time. We loose more money arguing with customer.
Besides, dealer get warranty reimbursed from the mother company, so they have nothing to loose.

Do not compare private company to dealer level refund policies, they are totally different world.

 

[gvan1998]

At a dealer level, if you argue anything they will give you anything.
I work at a dealer so I know, last thing dealer want is to argue with customer, because it's a waste of time. We loose more money arguing with customer.
Besides, dealer get warranty reimbursed from the mother company, so they have nothing to loose.

Do not compare private company to dealer level refund policies, they are totally different world.

I dont care if its a private company or not, they better deliver what i paid for.

 

[Undefeatable]

The trend of companies making you pay for "Shipping Protection" is such bullcrap.

If you buy something from a company, the transaction should not be done until you are satisfied and got your goods as expected, period.

Sorry to hear how RRW is treating the situation, good way of a company saving a few hundred bucks to loose a customer (in this case, multiple customers) forever.

 

[zgreen]

Horrible customer service for sure. I won't be purchasing any wheels from them.

 

[TXYOTA]

I considered this brand of wheel. Glad I went with another brand. Part of the reason was because of another customer service complaint I’d heard about with RRW.

 

[Lamuncha]

Blackout their logo on the wheel.
IMO a cheap-ass company. They are acting like a junk yard would when you try to return something that does't work.

BTW FOB means ownership transfers to you when it leaves the shipping dock. Take it up with the carrier. Terrible policy but it is prevalent in most transactions.
And btw if the pics indicate how this stuff was shipped (without protection) within the box I go back to my above opinion of the company.

 

[theapoco01]

Gonna be honest. I don't see any damage on the box itself, making me believe it more likely happened before packaging or as it was being packaged and gone unnoticed. Having said that, you waived your right to any recourse. From the business's POV, it's hard to give every person that emails them, the "benefit of the doubt". Half of all the emails they receive are likely from people who are trying to file returns for insignificant tiny scratches or caused the damage themselves and are trying to pin it on the company. Could they have corrected the situation? Sure. But with all the unscrupulous customers out there, can you blame them for saying no?

For higher ticket items, or refurbished/"like-new" items, I actually record the unboxing.

 

[Clipse]

@theapoco01 please never go into business. That's a completely unacceptable way of looking at or treating any customer like they're out to get you. They bought into your vision and choosing to support and vouch for your products with their money. As a business, loss is an operating expense and taken into account of overall profits. Funny enough they reposted my unboxing video right when I got them when we both didn't initially see the damage.

If it wasn't for their 20% restocking fee and shipping back, I definitely do not want to support this brand. Should've gone with Method of KMC.

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