RealTruck

Back in early January i purchased a tool box for the bed of my 2002 Toyota Tacoma pick up truck. I wanted something real nice as I have completely restored and maintained this vehicle. I did not want junk or something that didn't not fit my truck. I ordered a tool box from Real Truck. I had to cal a few times to see why it was taking so long to receive my box so I called to follow up. I explained to the sales person that I originally liked the two wheel well tool box but it didn't fit my year truck so I had to stick with the box I ordered. The salesman reassured me 100% that the wheel well tool box did fit my truck after researching for a while. I was also told that it would not interfere with my tunnel cover.
With that said I asked to not ship the other tool box and ordered two wheel well swing tool boxes.
I was happy to know that I could get what I wanted from the beginning.
Once the tool boxes arrived a few weeks later I began to install per instructions drilling holes through my bed liner and body of my truck. I then had to install the latch to each side but couldn't figure why it would not fit.
Nevertheless the two tool boxes did not fit my year truck. I was upset that this didn't work out and now lady with holes on my bed liner and holes in my body of the truck.
I immediately called customer service who wanted me to rig the tool boxes to fit. I advised the person I was talking to that the tunnel cover did not shut due to the fact that the tool boxes were in the way.
I decided to ask foe a refund and return the tool boxes. Real Truck ultimately told me to keep the tool boxes and refunded my money but the main important thing is the damage that was left behind. Real Truck told me that RealTruck would not be able to do anything with the damage knowing they told me it was the right part.
I would never buy from them again. Customer Service was the worst ever and the salesman do not know what there doing. It's all about commission.
BEWARE AS YOU BEEN WARNED. Blame yourself for all the aggravation you go through if you decide to purchase anything from them. I give them one star but would rather give them none.

Josiah promised me that my tanneau cover would be shipped from Nevada warehouse and I would have it by Friday July 16. I still don't have it. I checked tracking and it's coming from Indiana. I need this cover for my work truck. It will be my only protection from theft. This was the Only reason for my purchase from BAK. I'm not happy!

July 19th response;

Hi Melissa, I appreciate you reaching out. The whole situation is a mess. I'm in sales myself. And would never tell someone something after listening to them and making them feel 100%confident. Ya know what, it's ok. It's over. Hopefully I'll get what I paid for soon. This whole online sales is crap. I'm just tired of it all cause after all is said and done. The salesman really doesn't give a Rats Arse. He got his sale and actually it's 2 sales because I had my co worker call him directly cause of the items would be coming out of Nevada cause RealTruck had 4 in stock. I'm done. Take care and best wishes

Ordered a Gator tonneau cover on June 8 and RealTruck took my payment. No indication prior to placing order that there would be any delay. Then they said it would ship June 28. That date came and went so I made several attempts to call but just placed on hold. Finally spoke to someone and she gave me a line of bull about how it was the vendor's fault (but she said they owned the vendor). No definite date for delivery except probably late July. No followup until I threatened negative reviews. Suddenly the cover was available and being shipped for arrival on July 10. It arrived July 11. I installed it (easy to do) but it doesn't lie flat on the sides where the support/fold rails are so it will leak and looks bad. I called and the lady was nice but said she had to create a ticket and they would get back to me. So here I sit. They have my money. I have a cover I can't use. And they are once again too busy to respond to me. Terrible terrible terrible customer service. I will never, ever, ever buy anything from RealTruck. NEVER.

My interaction with your company was good, but the FedEx shipping was a nightmare
It was with the shipping. Fedex is a nightmare to work with. Our truck bed cover was scheduled to arrive on Dec. 13th and did not get it until Dec. 16th. We would not have gotten the cover when we did, if I had not spent three days on the phone and computer trying to track the package down. No one could tell me anything about the where-abouts of the shipment. On the night of the 16th when the tracking said it was on the truck and I had not been delivered, I went to Athens, GA 40 mile away to the FedEx office to be told that the package was at another shipment facility another 40 away. I was finally given a phone number to the second location and was told if RealTruck could find it they would call me. I drove to the second facility and after some 30 minutes on the phone, I was informed that the package was found.
I will not do business with any company who uses FedEx for there shipping.

Firstly, it came packaged to perfection. Wrapped, cushioned, organized. No dents, dings or scratches. I spoke with Chris before my purchase because there are usually issues with fitting step rails onto a Limited X. He assured me that I was selecting the right set. When I opened the package, the paperwork right on top said "exclude Limited x"... so imagine my initial concern. I laid out the rails and brackets on the driver's side, and it appeared to line up ok, so I proceeded with the install. It was a pain (I need low profile ratchets), but it fit. A normal socket wrench and socket won't fit between the body and the pinch weld, and the bolts are too long to go at it from the other side (so either have a flat adjustable ratchet or a deep 10mm socket). So, I went at it with my wrenches. A half turn at a time. There is barely any clearance between the front edge of the step rail and the Jeep's trim, but it doesn't touch. It also flares out slightly as it goes back, but it fits the flaring of the body, so it looks pretty damn good (if I must say so myself).

It has been 3 weeks since I received a damaged tonneau cover from RealTruck. I still have the damaged tonneau cover. I have called and e-mailed RealTruck several times, sent pictures of the damage, requested a return ticket. I've been told that a person named "Isaac" has my ticket and would contact me within twenty minutes, however, he never did call me back. I don't believe "Isaac" exists because he won't answer his e-mails, phone calls or return calls. This has been an exhausting situation. Each time I call or e-mail RealTruck I get another ticket number. Now I'm told that every time RealTruck issue a new ticket it goes to the bottom of the ticket process. I took it upon myself to contact the manufacturer of the Extang Trifecta tonneau cover. They have been very helpful from the beginning. I'm waiting on a return ticket from Extang so I can send back the damaged tonneau cover and was advised they will send a replacement. It's nice doing business with a legitimate company that cares about their reputation and customer service. While RealTruck has "0" customer service who always seems to be "out to lunch" when I call. As I stated in my original post 3 weeks ago, "Do not buy from RealTruck company.

Customer service doesn't exist! RealTruck don't answer emails, they leave you on the phone until you hang up. I've been trying to do a simple return/exchange for some taillights and they refuse to help me. I was told there return labels were on back log at one point. How does that happen? How does asking for an exchange from a happy customer lead to a bloodthirsty madman in just a few weeks? RIP OFF your customers, IGNORE your customers and you will have only excustumers looking for every way possible to spread the word of this "WORLD CLASS TRASH" of a customer service team. I also believe they cherry pick there reviews. I posted mine weeks ago and don't see it. With all the complaints here I don't see them on there websites. So if you have a bad experience getting ripped off from this company make sure your voice is heard and spread it to as many platforms as possible. There not gonna continue to rip off customers. (I dealt with Krystal Sukkel & Bennetha Sampson)

So I ordered some running boards for my truck. Realtruck sent the brackets for the running boards and never sent the running boards. So after getting the brackets I waited a few days and then contacted them. RealTruck told me that they had canceled my order. I was surprised because they had sent out half the order and never informed me that they canceled the rest. The person I spoke to said they were going to refund my order though. After 2 1/2 weeks went by I finally received some... but not all of my money back. When I contacted them they tried to explain why I was responsible for cost of the mistake they made by sending me half of what I ordered and then canceling the order. It seemed silly to me but maybe you will understand their logic. They said there was 2 different part numbers but in my proof of purchase there is only one that I can see. Anyway, after all the arguing and time wasted they finally said someone will be in touch with me in 2-3 days. I will update in 2-3 days.
Pictures of the conversation are posted below, along with pictures of how the running boards brackets showed up at my house.
This is really bad business and has been an all encompassing very bad experience. Its caused me much more stress then shopping should. I would highly recommend using a different company to anyone that is interested in doing business with Realtruck.

ORDER #: 3344863 Order Date: 06/23/2021

Called-in and spoke to a sales rep by the name of Robert Whitaker, told him I'm a reseller w/valid permit and can provide resale certificate(I emailed him both my seller's permit and the certificate). He says he's going to charge my card now and he's going to forward the certificate to somebody later to get the sales tax refunded. I also told him the delivery address is different but he ran my card anyway and told me he'll fix it later. I received the order confirmation, wrong delivery address. He opened a service ticket 2164692 and the rep Susan was super helpful. She helped my order reroute to the correct address in a timely manner. Another ticket 2165174 was opened for the resale certificate. The rep Vernisha Parker had no intention of helping me out. Her reasoning was the address does not match with my address on seller's permit, the billing adress(my home) to the credit card I paid the order with. Refused to help me out and closed the ticket as 'solved'. There isn't a single option to resolve this issue? I spoke to her once, but after feeling the laziness from her voice unwilling to help me out, that was it, I'm eating that $25 sales tax. From the beginning till the end, my experience with this team of people in the company was absolutely dreadful, except for Susan. I don't even know what I'm going to do if Susan hadn't rerouted the order to the correct address in time. Thanks Robert, you made me look like I'm the one who's made that delivery address mistake, you just ran my card then realized you forgot to take the address didn't you? I'll be sharing this terrible experience with the people in the industry I'm in.

I bought a bed cover for my pickup. I'm trying to get help from the company for 3 days now with no help. I've waited online for 3 hours, left my phone number for callback, tried to use their online chat, and emailed. No response. The cover does not fit properly and I would like to return it but RealTruck have gone dark. For spending $1400, I'd expect better treatment. I've sent pictures and a week ago I was able to speak to someone, but no luck now.

Update: Realtruck finally did take the product back, but beware that this model of Retrax cover plastic slats cracked and broke, with no impact nor wear. This is really a poor product.
Update: they emailed me (thanks ReviewFeeder) and said that the cover isn't supposed to overlap the tailgate, but just touch the tailgate. Well, due to the rubber lip, it warps with heat, wind, and doesn't even touch the the tailgait. So I bought some sealing material to back up the rubber lip and it works better - almost. I'm going to have to come up with other modifications since they won't take the unit back (within the 30 day window but is installed).

I'm very disappointed in RealTruck and Retrax.

Needed a tonneau cover delivered by Sept 14 for a remote job departing Sept 15 am. Was told by sales agent that cover would ship Sept 10, the day I ordered it and so I paid for 2-day Fedex shipping ($99 extra). I was clear with sales agent that I definitely needed it to arrive by the 14th. Sales order I received indicated ship date of Sept 10. Never received a tracking number email so tried to get information by calling support. Kept on hold for 1 hour+ with no answer. Tried to use online chat function. Was told a support ticket was started on the 12th. No information on the 13th and online status indicated "pending". Tried again to find out if item would arrive by 14th through online chat. Was told by that customer support rep that RealTruck couldn't make any guarantees about shipping or delivery and that the order was pending fulfillment with the manufacturer and they would start a support ticket (again). Asked if they could expedite and get shipped overnight and was told they couldn't guarantee anything regarding when the order got fulfilled by manufacturer or what the shipper would do.
I cancelled order and had to find a cover locally at a dealer that I could pick up from so that truck was ready to depart for job on the required date. Sales agent should have told me that the order wouldn't ship on the 10th and that they couldn't guarantee it would arrive on the 14th. I was quite clear to him that it was critical.

Ordered a bedrug and nerf bars. I received the bed rug and was waiting about a week then called in about the bars, RealTruck told me the company would be shipping them in about 2-3 weeks and coming from the east coast you could add on at least another week for shipping. So I told them I would look around local because I do not want to wait that long and told them if I find something local I will call back and cancel. The next day I called in and canceled the bars, I get a email saying I have to pay a 20% restocking fee? I replied stating why am I paying a restocking fee? They say it is their policy lol So I have to pay 150+ dollars because I did not want to wait a month or more to get the nerf bars, realtruck should state they do not have the product in stock and will take a month or more to get them but this is common practice of scammers and cheats. I hate social media but today and for the rest of this week I happy that I can write many reviews about real truck and how they stole my hard earned money.

I ordered merchandise from this this company almost a month ago. Two items were shipped. The third item was wrong so asked for a re-order and a refund, RealTruck told me a refund would be credited to my account. It was been almost three weeks and I have talked to 4 different customer service agents, They keep saying the credit dept has to approve it. They didn't have to approve it to debit. And each one of the 4 have sent me e-mails saying complaint SOLVED. It is not solved. I have not received but part of the last order and the credit has never hit my bank. Talked to s supv. Last night now they say it would be another 10 days to credit. Do not do business with this company. They are a middle man and order from other companies. They cannot stand behind their sales and offer horrible customer service. They get your money then its your problem.
Sorry I did not read the reviews before I ordered. This seems to be a standard for them.
Very unhappy customer.

We spent quite a bit of time on the phone and on line picking a grille guard for our 2020 Sprinter and ultimately ordered from Realtruck.com, who recommended the Black Horse Rugged Grille Guard, part number BLK-RU-DOSP07-B. When the box arrived, it was clear it had not been packed well as the smaller parts were scattered all over the box. The Real Truck web site does say it fits the vehicle. When it arrived the instructions showed that it fit many Sprinters but not our year. So we called and after a few tries with Customer Service telling us it was the right fit, we pushed to get someone in the technical area who was very helpful. Jonathan confirmed that the grille guard did NOT fit our vehicle. We had to box it back up, including getting a new box for all the parts, and buying filament tape to seal it so the heavy steel parts wouldn't break the box in transit, and set the 2 very heavy boxes outside for pick up. We were sent a shipping label. It's pretty clear to us after talking to multiple customer service representatives that RealTruck are not provided with enough accurate information about their products to know if they are actually selling a product that will fit a specific vehicle and when I called to ask specific questions about fit before paying to have the installation done, they were only able to give the same information they provided when they sold us the unit. It was only through talking to the technical team that we found out we had a product that wouldn't fit, that we'd have to return it, which was very inconvenient. It would've been much worse if we had believed the Customer Service reps, who are doing the best they can working with the info they're provided, and gone ahead and payed to have it installed... I think the company needs to support their representatives better thereby supporting their customers better.

Bought a tri-fold soft cover for a 2018 Dodge. Cover didn't cover the stake pockets on the top so water would still get into the bed. Called customer service and at first was told RealTruck aren't supposed to cover, which is incorrect. Sent our issue to a Customer Loyalty Specialist. After sending pics of the cover on the truck she went to the mfg. They stated to cut out the 10-11 digit lot code on the underside of the cover (which means the cover is useless) and send a pic of it cut out and they would send a new cover. There is no such code so we sent her a pic of what was on there (wanted to be sure it was right before we cut out anything) and after 4 emails no response from the Customer Loyalty Specialist. I am being ignored now. We've been going back and forth with them since Oct 2. Take my advice DON'T buy anything from this site unless you know 100% you don't have to call customer service.

On 9/25 I ordered a set of vent shades. Realtruck was quick at sending them out except RealTruck were for a totally different vehicle. I called their customer service right away and the young lady took all my information to exchange them. She told me that someone from their company would send me an email shortly with instructions on what to do with the wrong ones. A few days had passed and no instructions arrived so I called customer service again. During this call the young lady asked if I had the means to photograph them and email the photo to her. Her instructions were to destroy the wrong vent shades, take a photo of them proving they were destroyed, and then email the photos to her, at which time she would order the correct ones, which I did. I tried to call her several times after it was completed to verify her receipt of them but could never get to her. Always away from her desk or on another line but left messages for her to call me to confirm she had them. Never happened. I have called and emailed routinely but have yet to receive a response, although during one of my calls the lady was nice enough to verify there were 2 photos in my file. She stated she wished she could help me, but the lady I have been trying to get touch with is the only that can handle the exchange. In any even, here it is a month later, I have had no contact (phone or email) with her/them to resolve the matter, I still haven't received the correct vent shades or a refund, and no one will give me any information.

Horrible customer service. I ordered a bedcover for one of my work vehicles on 11/5/19. Their website states order today and it ships tomorrow. I did not receive a shipment email on 11/6/19 so I called today 11/7/19 at 8am Central time. I spoke with Anthea Thompson and was informed it would be 3-5 days before the cover would ship. I explained I need it for work sooner and to cancel my order. Anthea put in the request and I received an email from Cinthia Chavez with a ticket number. At 2:37pm Central time I received an email stating my order has now shipped and an email from Cinthia stating my issue was resolved? I emailed Cinthia and called her. She replied that it has already shipped. After checking with Fedex RealTruck confirmed the label was created but that no item had been picked up yet. I was promised a return label after calling customer service an additional time. That has not happened and after reading all the other reviews it is obvious this is a very normal practice for realtruck.com.

I purchased a bed liner for a 2016 Ram 1500. It took forever to get (which I can tolerate) but it arrived with several brown scratch/stains on it. I've tried 4 times to reach out to them only to receive a "Support Ticket" each time. RealTruck asked for pics. I sent pics. And each time I get an email 2-3 days later saying the ticket is "Solved". NO! Its not solved! I contacted them again. Same out come. Solved. 5 minutes ago I contacted them for last time and they put in another support ticket. I'm done here. Go to Americantruck.com if you want a pleasant experience and people that actually take care of you on the spot. Not some support ticket that doesnt work. So I guess I'll paint the whole liner but I shouldnt have to. Here ya go. **I RECEIVED THIS 4 TIMES! Copied and paste from my email:

Support Ticket Created
Your request has been received and is being assigned to our support team.
Your shipping damage request has been received and is being assigned to our customer support team.

Support Ticket Update
Shawn Martin,
Your ticket (2442638) has been marked as SOLVED. We hope that we were able to answer all of your questions and concerns in a satisfactory manner! Thank you so much for your business. We look forward to serving you in the future.

DO NOT ORDER FROM THIS COMPANY! CAN'T GET THE ORDER RIGHT!
On April 23,2021, I called and talked to Michael in the sales department to order shocks for my Dodge truck that I was raising by 3". I told Michael I wanted Skyjacker M9526 shocks, he confirmed he had them in stock. I confirmed with him repeatedly that the shocks he was sending me were the M9526. He repeatedly confirmed. When the shock came in the were the WRONG ONES! Michael ordered M9592! My mechanic had already stated to replace the suspension with the lift kit when the error was found. I called at 9:30am, spoke to Danielle for an hour who told me RealTruck would send replacement shocks out overnight and I would receive a call from Noel, a supervisor to confirm everything. SIX HOURS later, I had not heard from anyone, no tracking info, no call. I called, talked to one of THREE Amanda's who work there who ended up hanging up on me TWICE! The third call to another Amanda was able to connect me to Noel, who told me they don't have the shocks in stock. It was 4:50pm! Leaving no time to try to find a replacement. My mechanic ended up having to put the old shocks back on, maxed out, until I can get new ones in. Noel, Danielle, or Amanda could have checked their inventory during any of my calls to let me know they didn't have the shocks in stock. Instead, they left me hangin for an entire day with the wrong shocks while my truck sat on a lift. Thanks REALTRUCK for screwing up my order, wasting over 2 hours of my time on the phone today, wasting a day thinking you were gonna take care of your error only to tell me at the last minute you didn't even have the shocks in stock and for hanging up on TWICE! REALTRUCK you've been a REAL PAIN IN MY ASS!

I decided to place an order on the Tonneau Covers World site last week. While on the site I decided to use the chat now feature to see about discounts. The lady was happy to provide a discount and since I wanted to use Affirm to check out RealTruck sent me an email with an invoice of the new pricing and a link to use Affirm. Unfortunately after a few days I realized the link they sent wasn't working, and long story short, I had to check out through the online cart. This meant I couldn't get the discount on the products that she offered through the email, but as soon as I hit submit my order went through as expected, then the next day I had an email with tracking numbers for the 3 out of 4 items I purchased that were listed as "Quickship" (the 4th item was listed to take a couple of weeks to ship). Overall, despite the hang up with the link for Affirm, everything went well. However, I must admit, I still don't have the products yet, but I don't anticipate there being any issues with them as I believe they are actually drop shipping from the manufacturer (Bak Industries in this case). So far though I have been pleased with my transactions, although I do wish there was a way that they could have gave me a discount code to use in the online checkout cart to match what they would have given me through their email since that route didn't work.