Joyride
Well-Known Member
- First Name
- Stacey
- Joined
- Apr 22, 2021
- Threads
- 6
- Messages
- 338
- Reaction score
- 855
- Location
- San Diego, CA
- Vehicle(s)
- 21 Ford Ranger Lariat FX4
- Occupation
- Proposal Manager, US Navy vet, 2A Supporter
- Thread starter
- #1
Hi fellow Ranger owners! After ordering through www.customwheeloffsets.com, all wheels are present and accounted for with no damage. In the process I thought I’d give everyone an idea of what the ordering and exchange processes are like. I've documented the timeline and what you can expect from Custom Offsets (aka CO)...
Initial Order/Receipt
Sun 6/27 – Ordered Vision Rocker wheels (not on backorder)
Fri 7/2 – Received one wheel (delivery doesn’t require signature)
Sat 7/3 – Emailed CO regarding delivery of other three wheels; CO advised that the other three wheels were in route and provided tracking update
Mon 7/5 – Inspected the one wheel and it’s damaged; submitted email regarding the wheel being damaged; CO advised to wait for the other three wheels to be delivered
Tue 7/6 – Received other three wheels; inspected and all wheels damaged; submitted email regarding damage and production finish issues
Return/Exchange
Wed 7/7 – CO offered $50 off per wheel and a 1-year extension to the finish warranty; I responded stating that I still want to return the damaged wheels and replace but with the Moto Metal 970 wheels; CO responded stating they would process the return and schedule shipping pickup
Thu 7/8 – Received return shipping carrier info/instructions for scheduled 7/9 pickup from 2-4pm; CO provided info for remaining balance I would owe for the replacement wheels but informed that replacements cannot be shipped until damaged wheels are received
Fri 7/9 – Left work early due to scheduled pickup time but wheels weren’t picked up until ~7:15pm with a scheduled return delivery date of Fri 7/16
Thu 7/15 – Email CO inquiring if the replacement wheels can at least be processed for shipping prior to them receiving the damaged wheels; CO responds that damaged wheels must be on their dock first
Fri 7/16 – Tracking updated stating return delivery rescheduled for Mon 7/19
Monday 7/19 – Returned wheels arrive at CO warehouse; CO processes invoice and I pay remaining balance for replacement wheels
Tuesday 7/20 – Shipment tracking number provided by CO; No notification of shipment pickup or projected delivery date noted by UPS
Friday 7/23 – Again, received one wheel (delivery doesn’t require signature)
Monday 7/26 - Received other three wheels; inspected and all wheels are good and ready for tire installation and ceramic coating prior to mounting ?
Overall Take-aways
So as you can see the initial order to delivery is quiet fast at 10 days if everything goes well and the wheels aren't backordered. If it doesn't you can expect another 20 days or so to complete the exchange process. With shipping challenges these days you have to be patient and persistent. Especially if the wheels you ordered are on backorder.
The customer service from CO was outstanding, although I was wondering if CO shipped me a known damaged set initially with the hopes that I'd accept their offer of $200 and 1 year extension of the warranty. But let's keep it positive and assume it was an honest shipping damage issue. Those Vision boxes were beat. CO responded immediately to my multiple emails keeping me informed of their progress which I give them kudos.
Would I order again from CO? Maybe yes, their customer service is very good...Although, I've learned that I don't like to be the intermediary of the process. That's where a brick and mortar shop, like Discount Tire, has it's advantages. You/they would order the wheel, it's shipped to the store, and THEY'D check for damage and deal with replacements if necessary, not you. The shipping time element is still a factor no matter where you order. Another potential advantage with a brick and mortar is that you may not have to wait for the return to arrive back to their warehouse before they'd release replacements. I understand why CO has to do this, but with a place like Discount Tire, they could possibly exchange immediately since it's an in-house exchange with their employees and/or vendors. Either way, waiting sucks haha.
I hope my experience sheds some light on the wheel ordering process and experience. Cheers!
Initial Order/Receipt
Sun 6/27 – Ordered Vision Rocker wheels (not on backorder)
Fri 7/2 – Received one wheel (delivery doesn’t require signature)
Sat 7/3 – Emailed CO regarding delivery of other three wheels; CO advised that the other three wheels were in route and provided tracking update
Mon 7/5 – Inspected the one wheel and it’s damaged; submitted email regarding the wheel being damaged; CO advised to wait for the other three wheels to be delivered
Tue 7/6 – Received other three wheels; inspected and all wheels damaged; submitted email regarding damage and production finish issues
Return/Exchange
Wed 7/7 – CO offered $50 off per wheel and a 1-year extension to the finish warranty; I responded stating that I still want to return the damaged wheels and replace but with the Moto Metal 970 wheels; CO responded stating they would process the return and schedule shipping pickup
Thu 7/8 – Received return shipping carrier info/instructions for scheduled 7/9 pickup from 2-4pm; CO provided info for remaining balance I would owe for the replacement wheels but informed that replacements cannot be shipped until damaged wheels are received
Fri 7/9 – Left work early due to scheduled pickup time but wheels weren’t picked up until ~7:15pm with a scheduled return delivery date of Fri 7/16
Thu 7/15 – Email CO inquiring if the replacement wheels can at least be processed for shipping prior to them receiving the damaged wheels; CO responds that damaged wheels must be on their dock first
Fri 7/16 – Tracking updated stating return delivery rescheduled for Mon 7/19
Monday 7/19 – Returned wheels arrive at CO warehouse; CO processes invoice and I pay remaining balance for replacement wheels
Tuesday 7/20 – Shipment tracking number provided by CO; No notification of shipment pickup or projected delivery date noted by UPS
Friday 7/23 – Again, received one wheel (delivery doesn’t require signature)
Monday 7/26 - Received other three wheels; inspected and all wheels are good and ready for tire installation and ceramic coating prior to mounting ?
Overall Take-aways
So as you can see the initial order to delivery is quiet fast at 10 days if everything goes well and the wheels aren't backordered. If it doesn't you can expect another 20 days or so to complete the exchange process. With shipping challenges these days you have to be patient and persistent. Especially if the wheels you ordered are on backorder.
The customer service from CO was outstanding, although I was wondering if CO shipped me a known damaged set initially with the hopes that I'd accept their offer of $200 and 1 year extension of the warranty. But let's keep it positive and assume it was an honest shipping damage issue. Those Vision boxes were beat. CO responded immediately to my multiple emails keeping me informed of their progress which I give them kudos.
Would I order again from CO? Maybe yes, their customer service is very good...Although, I've learned that I don't like to be the intermediary of the process. That's where a brick and mortar shop, like Discount Tire, has it's advantages. You/they would order the wheel, it's shipped to the store, and THEY'D check for damage and deal with replacements if necessary, not you. The shipping time element is still a factor no matter where you order. Another potential advantage with a brick and mortar is that you may not have to wait for the return to arrive back to their warehouse before they'd release replacements. I understand why CO has to do this, but with a place like Discount Tire, they could possibly exchange immediately since it's an in-house exchange with their employees and/or vendors. Either way, waiting sucks haha.
I hope my experience sheds some light on the wheel ordering process and experience. Cheers!
Sponsored
and pushed for replacement until accepting the biggest discount I could get, then spray them and install them anyway. This truck is going to have lots of scratches and dings before long, so I would have taken the cash.
