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Did I get ripped off by Orange Boxx?

10160 Views 53 Replies 30 Participants Last post by  fjscot, 
Dillon Finan
First I’ll start by saying I am sad writing this. I go out of my way to support small family businesses, and I don’t mind waiting for services to be delivered if there are realistic expectations and clear communication.

I ordered an FJ cruiser MAX (cost with shipping $205.87 paid that same day) in a custom color, Brick, on December 29, 2020 at 12:59pm.

As of today the order status is still “processing” on the orange boxx website.

My understanding was that orders with custom colors can take up to 8 weeks.

After approximately 10 weeks, March 18, 2021 at 8:04pm, I email customer service to inquire about the status of my order. Twenty four hours passed (one business day) and I got no response. I emailed customer service again the next day, March 19, 2021 at 9:15pm, to inquire about my order. Twenty four hours passed - no response. Both times I stated I am not in a rush, but I’d just like an update on my order. I got no response.

I then called the customer service number on March 22, 2021 at 7:32pm (after business hours) and said I wasn’t in any hurry, but I would like a status update on my order as it has been over 10 weeks since the order was placed (and payment received) - no reply either a call back or an email. I then tried to call again 2 days later, March 24, 2021 at 3:51pm (during business hours). I received an answering machine and left another message. I’ve still received no response/call back. At this point I have made 4 separate contact attempts, and 5 business days have passed since the first inquiry with still no contact from Orange Boxx?

This leaves me wondering . . . have I been ripped off? Did they take my money and go out of business?

I am not even too concerned about the delay in fulfilling the order, but I am concerned that they will not return an email or a call. I looked at their facebook page and one other person has had a similar experience as me and Orange Boxx commented that he was only complaining because his friends ran a company that was a competitor of theirs. In my situation - I do not know anyone in any company that makes stuff for FJs, let alone stuff that competes with Orange Boxx. I actually was very interested in buying more Orange Boxx products (I am not so interested anymore). They have rave reviews on facebook for great customer service and keeping in constant contact with customers, sadly that has not been my experience.

March 29th, 4 days away, will be a full 3 months with my order not fulfilled, and no contact from Orange box except an account on their website that says “processing”.

If anyone knows the folks at Orange Boxx, or can give me a person to contact I would appreciate it. I just wanna make sure I haven’t paid 200 bucks for nothing.
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kdok105
Dillon Finan said:
Update.

Well they said my part would ship yesterday, Friday April 3rd. Alas, my online account still says processing.
That said Good Friday and Easter did sneak up on us this year, so I will give them the benefit of the doubt.

I really want to be reasonable, so I'll wait until the April 29th at that point I'll ask for a full refund. If they don't do it I'll just handle it through the C.C. company.

The excuse of "we are a small ma & pa shop, so we don't have time to communicate with customers" seems a bit odd to me. In my past experience just the opposite is true - big companies like phone companies and cable companies have terrible customer service! One of the selling points of small ma & pa shops is that they care about their customers and go out of their way to do so. Not the case with OB.

Another aside - I like to collect custom knives, so I am all too aware of long delivery times, delays in manufacturing, and limited supply. My issue is not about that - its the fact that they don't think it is necessary to touch base with customers when they don't meet deadlines or promises. I am glad that some of y'all got your products and had no hiccups. New buyers beware that if you order from Orange Boxx you are rolling the dice - you could get your stuff no problem, or you could get d*#@ed around.

It really is a shame, because it sounds like they have the skills to make real nice stuff, just not the business sense to follow through with all their customers.
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So I actually just received part of my order from them. A couple of days ago I got an email noting that part of my order would be shipping. I had ordered the dash panel, the Max, and the tailgate table with the wooden surface. The dash panel and Max arrived today, so I'll probably do the install over the weekend. The quality seems excellent, will have more to report once I install.

So that puts the lead time for those two items at 3 and a half weeks. Better than I was anticipating. I'll let you know when the rest of my order arrives.

I really hope your order works out!
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Dillon Finan
kdok105 said:
So I actually just received part of my order from them. A couple of days ago I got an email noting that part of my order would be shipping. I had ordered the dash panel, the Max, and the tailgate table with the wooden surface. The dash panel and Max arrived today, so I'll probably do the install over the weekend. The quality seems excellent, will have more to report once I install.

So that puts the lead time for those two items at 3 and a half weeks. Better than I was anticipating. I'll let you know when the rest of my order arrives.

I really hope your order works out!
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I got a notice that my Maxx shipped this week. It should arrive tomorrow. We have a busy weekend, so I probably won't install it until the following weekend. I may reach out for any install tips/tricks.
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CobraBG
Customer service is the most important part of any business. Sh*t happens and it's how issues, questions, complaints are handled that sets companies apart. I personally will not ever buy from OB just because of all of the negative feedback I've read. Their customer dissatisfaction has been going on long before Covid. The issue is the company's attitude. There are other choices.
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Rick in PA
Great to see some progress on some of the custom orders out there.
my FJ MAXX came in just as described and was well packed. Install time wise was just under 2 beers. I went with the standard bottom drill/bolt kit but had some double sided Velcro so used that for my install. I’m very happy with the product.
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Dillon Finan
Hi All,

This will be my final post on the matter. I got the Maxx, and the quality was very good - OB are talented manufacturers. Also, I have seen complaints that the installation instructions are poor. In my opinion they aren't the best, but the unit is very easy to install - pretty much intuitive - so I would say they shouldn't be criticized based on that.

That said the quality doesn't make up for the poor customer service I received from this company.

All the best and happy trails!
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F
And so here we go....

Ordered the Maxx on Jun 29th and the shipping cost was $49 with a 4 day delivery from UPS ground. I did use a hot deals code on the order that knocked off $35.

Got my UPS tracking number today Jul 1st and the delivery date is Jul 8th, while I understand it can take time to process the order...I am now wondering why I paid $49 for 4 day shipping when it will take 10 days.

Good news, I have the UPS tracking number so at least I know it was shipped, right!
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Hannibal
Friday Night Cruiser said:
And so here we go....

Ordered the Maxx on Aug 29th and the shipping cost was $49 with a 4 day delivery from UPS ground. I did use a hot deals code on the order that knocked off $35.

Got my UPS tracking number today Jul 1st and the delivery date is Jul 8th, while I understand it can take time to process the order...I am now wondering why I paid $49 for 4 day shipping when it will take 10 days.

Good news, I have the UPS tracking number so at least I know it was shipped, right!
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August?
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Dillon Finan
Probably August of 2021 I'd guess.
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Dillon Finan said:
Probably August of 2021 I'd guess.
Click to expand...
Hannibal said:
August?
Click to expand...
Sorry - Meant June 29th, edited the post
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Effief100
Friday Night Cruiser said:
And so here we go....

Ordered the Maxx on Jun 29th and the shipping cost was $49 with a 4 day delivery from UPS ground. I did use a hot deals code on the order that knocked off $35.

Got my UPS tracking number today Jul 1st and the delivery date is Jul 8th, while I understand it can take time to process the order...I am now wondering why I paid $49 for 4 day shipping when it will take 10 days.

Good news, I have the UPS tracking number so at least I know it was shipped, right!
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So you do realize that 4th of July is a holiday. Most company’s will at a minimum take a 3 day weekend. Some 4 days off. So the 4 day shipping you paid for was from the 5th to the 8th. Meaning…. It started next business day from Holiday.
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Effief100 said:
So you do realize that 4th of July is a holiday. Most company’s will at a minimum take a 3 day weekend. Some 4 days off. So the 4 day shipping you paid for was from the 5th to the 8th. Meaning…. It started next business day from Holiday.
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Yep, hence why I ordered on Jun 29th (Wednesday) to start the clock.
Jul 1st got UPS tracking number
UPS wouldn't deliver on Jul 4th, understandable.
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Following up on my experience with Orange Boxx:

Jun 29th Ordered (email from Orange Boxx conformation)
Jun 30th (email from Orange Boxx processing)
Jul 1st (email from Orange Boxx with UPS tracking number)
Jul 5th Item Received by UPS
Jul 7th Item Received by me
Jul 7th Item Installed by me

I guess the $49 (4) day shipping was when Orange Boxx decided to drop item off at UPS but, I got it a day early. Not a bad experience and I like the easy install. Would do business with them again at this point and time.
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fjscot
I bought an OrangeBoxx product back in 2020 (the full-size rear fold-down table), and while it took a bit of time, I was happy with the product and service provided (he worked with me to customize the back plate of it).

Unfortunately, I need to now uninstall it so that I can have a drawer system installed. Also, the design of the FJ rear door means the fold-down table isn't perpendicular to the ground and so stuff slides off. so I wouldn't recommend anyone buy that product unless OB figures out how to have the table be level.

In trying to uninstall, I can't seem to get the screws to come out. they may be stripped out, or maybe the thing they went into is stripped out.. not sure. there's nothing on the OB website about removal, and they don't seem to have the original installation instructions available for anyone to grab as a means of troubleshooting.

If anyone else has ever removed one of these things, please let me know (I'm looking at you, WanderLost Overland team! lol).

Cheers / Happy Trails!
Scot
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fjscot
Darrel @ OrangeBoxx was quick on the reply with instructions on how to remove. Pasting them below (although revised a bit for clarity) in case anyone else finds themselves in the same situation.

Before you start, it's helpful to have two 12-24 inch wooden dowels (or whatever you can find) that's long enough to hold the fold down completely open once it's laid on the ground, still attached to the door panel.

You'll need:
10mm socket
3/16" allen wrench
5/32" allen wrench
  1. Using 3/16 allen wrench, remove the two upper corner bolts first. This releases the door panel from the door so that you can remove it.
  2. Pop the rear window open; if you have a ladder that blocks it from opening all the way that's fine... you'll just need to be able to push it open enough to slide the door panel over the locking mechanism.
  3. Carefully pry the door panel from the door, starting at the bottom corners, working across to middle, and then up the sides.
  4. Lift the door panel up and away from the door, nudging the window open enough so that the door panel comes off. Place the door panel face down on a flat surface (preferably a table).
  5. Lift it up enough so you can push in the button-release mechanisms to open gate. Use the two wooden dowels (or whatever) to support the back and door panel, holding it perpendicular to the table. This way you can access the screws to hold them in place with an allen wrench on one, side while using a 10mm socket on the other side to loosen them.
  6. Using 5/32 allen wrench, remove remaining screws, and reassemble so as to keep track of all hardware. Best to keep in a ziplock bag or something, taped to the unit.
  7. Carefully reinstall the door panel, making sure the plastic clips line up with the hols. Then, secure it to the door using your original screws (or the ones that held the gate onto the door) in the top left and right spots. you may need to use two of the spacers if the screws seem too long.

Cheers!
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