@Eds34pc ,
I understand your frustration with the delays on your order, I would be too. This order was drop shipped to be built before shipping and there have been several delays. I’ve called and emailed the manufacturer and provided you with their estimated ship date both times. Considering the delay on your order, I was happy to provide you a partial refund. While I know it did not make up for the delay, I hope it demonstrated I was trying to make the situation right for you.

Regarding your BakFlip, it looks like you reached out to Bak Industries directly for the warranty end caps. We may have misconstrued our conversation when you asked if there was a way to speed up the process, we offered to sell them to you and eat the shipping cost. We did not intend to offend you or make it seem like we were unwilling to work with you. I’ll go ahead and place the order at no cost to you and then work with Bak Industries on our end, this way you don’t have to wait any longer.

Please reach out to me directly at kyle.carson@realtruck.com if you have any other questions in the meantime.
-Kyle

I never asked to "speed up the process". I expressed frustration in the fact that I made many attempts to contact someone about the bumpers, and the last reply today was that it would cost me $7.00. I couldn't give a crap about $7.00. It's the fact that the cover is 2 months old, and pieces are falling off,and that apparently I would have to pay for to get replacements. Today, I was able to do a chat on what I thought was the BAK sight, and when I explained what I was looking for, I was directed to call BAK directly. I'm not sure why, but when I did a search for BAK Industries, apparently it links to the Realtruck site. It's like a game of 3 card monty.
Don't bother shipping out any parts, BAK is shipping them.

I agree, especially considering the age of the cover, there is no reason you should be having problems, let alone have to pay for them. They should be warrantied out. If for whatever reason, there is an issue receiving the parts, reach out and I can step in. Additionally, to provide a little insight on the sites, we run Bakflip.com but not Bakindustries.com. Bak Industries goes to the manufacturing team out of MO, where Bakflip goes to our sales and service team in FL.

Regardless, I want to make sure you're taken care of. I am one of the sales managers here, so if you run into any further troubles, please shoot me an email directly.

Best regards,
-Kyle

BTW, I never asked or suggested that I was due some kind of a reduction in price or credit, in fact when Neil said that was what you were doing, I told him to reverse it, and that I was not looking for something for nothing. All that I wanted was an answer regarding the status of an order, which I was not able to get after 2 weeks, 10 unsuccessful attempts through chat and by phone.
The only way I was able to get an answer was to question the legitimacy of Realtruck on this public forum, which triggered a response. If I didn’t know of this forum, I probably would still be attempting to get the info I wanted. That’s a sad state of affairs.

I completely understand. Our customer service team is behind and there is no excuse for the delays you've experienced. They've implemented changes and have more in the works to decrease response times in light of these COVID delays. Yet, it should not progress to the point where I have to become involved and I apologize it did.

Please keep my email handy. Since I took a manager role, I have not been as involved personally in the forums. We have a few team members that are, but I still would like the opportunity to help. Shoot me an email and I will be glad to step in and escalate the process.
Best,
Kyle

I too had and issue with RealTruck, although I never intended to order from them in the first place. I also contacted BAK directly and thought I had placed an order through them. The order was done over the phone after I asked a few questions and decided right then to buy. I thought I was being forwarded to someone in sales.

Later when I had an issue due to the BAK basically being overpriced junk (F1 cover fully delaminated) I was directed by BAK to the selling vendor RealTruck. I hadn't even noticed that RealTruck was involved until then. Ends up I was somehow sent to RealTruck for the buy without anyone telling me.

Just my take, but I don't think they are dishonest or a scam, just that they misrepresent themselves as a real shop when all they really are is an internet order taker and drop shipper. If I had known I would have ordered the BAK from a local shop.

In the end and after great pains RealTruck gave in and took care of me, however, I learned a valuable lesson and moving forward will take extra care that I'm not buying from a drop shipper that isn't a real shop. The few pennies saved is absolutely not worth it.

I agree. I ordered a rugged cover from Realtruck and they charged my credit card right away and trying to get ahold of anyone there is almost impossible (unless you are ordering something). I never heard anything back from them.
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My cover arrived last night and the box is damaged I will find out tomorrow if anything is damaged when I install the tonneau.

Hello @mikeinatlanta, I'm sorry to hear about the issues that you have had, I would like to let you know that we do ship the majority of our products directly from our warehouses, The exceptions are when we are out of stock, and a few manufacturers who prefer to ship their products in house. If you are still having issues feel free to reach out to me and I will be more than happy to help you get it resolved.



​​​​​​@raformula, I'm sorry to hear that your cover arrived damaged, If you would like to send me the order number, and images of the product over PM's I would be more than happy to make sure this is handled for you.

Well, the final chapter of the “Is Realtruck a scam” story. I was assured by Neil over 3 weeks ago that my order was going to be shipped on 6/16. Today I checked the status and was told the order was cancelled last week by the vendor without letting them know.
What a joke! Its like being in a game of 3 card monte, only the mark waits over 2 months for their order only to have it cancelled after being assured it was going to be filled and shipped.
My credit card was charged only hours after I placed the order over 2 months ago. I made more attempts to contact someone from Realtruck, and the only way I was able to connect with a Realtruck rep was through this forum, thats pretty sad.
Be careful if you order from them, get as much info up front as to ship date, how to check status etc.
What a way to run a business.