Experiences ordering from Rock Exotica

Hello all,
I'd love to know if any of you had any experience with ordering gear from the Rock Exotica main site: rockexotica.com

I placed a quite big order two weeks ago and nothing has been received yet.
That could be fine, because I chose the ground shipping. I don't live in US (though I shipped the items to a friend living there) so I don't really know how long could it take for a package to get delivered, but I wanted to be assured if such a wait was normal or not.

I emailed rockexotica then, to ask about this, and I got no reply. I wrote again two days later, and I still got nothing.

Is it normal? Did anybody else experienced such lack of communication from the company? Are those shipping times normal? The item is going from Utah (I suppose) to Michigan.
I am more worried by the lack of emails rather than for the wait itself. I checked my spam folder and nothing's there as well.

Thanks all for caring. Cheers!

What did they say when you called the number at the bottom of their website?

I did not called, I live in Europe and my spoken English is not very good, that's why I just ordered and contacted RE online.

I do really think that a business should also work via email when there is no need for real time contact...! But eventually I'll call them in the end.

Still, I find it very strange (worrying, actually) not having got any email answer after three days now.

Thanks

Sweetest Grappling hook on the market. . .

GH!
rockexotica.com/products/ot…

I am very surprised they didn't provide a tracking number upon shipment of product.

rging wrote:I am very surprised they didn't provide a tracking number upon shipment of product.

Nothing. My order page has an EMPTY "Order Status" field and an equally empty "tracking" field.

And I still got no reply.

Here's my order page. Thanks everybody.

Edit: I just called and I got no reply (but the answering machine replied and let me wait, so I also paid for the intercontinental call).

Gosh

Never any problem here, I've always gone for their newest extreme items when released, and get them pretty fast. Usually talk them up for good or bad here later when the item is mentioned in forum. But delivery has been great for me.

Woodchuck ATC wrote:Never any problem here, I've always gone for their newest extreme items when released, and get them pretty fast. Usually talk them up for good or bad here later when the item is mentioned in forum. But delivery has been great for me.

Thank you, that is reassuring.
I hope they are having some temporary issues. I hope they'll solve them fast though! As you could see, there was not even a tracking number nor an order *status* on my order page... and it's pretty old. Glom

yeah, I've ordered a couple things from them without any problems.

I have ordered directly from them… no problems but everything moved very slowly.

Has your Paypal account been charged yet? If not, the order probably hasn't been shipped yet and they might just be slow. If your account has been charged and you're starting to worry, get in touch with Paypal. They have a payment dispute resolution system that works quite well, but don't wait too long before you pursue that course of action.

mark felber wrote:Has your Paypal account been charged yet? If not, the order probably hasn't been shipped yet and they might just be slow. If your account has been charged and you're starting to worry, get in touch with Paypal. They have a payment dispute resolution system that works quite well, but don't wait too long before you pursue that course of action.

My paypal account was charghed all of a sudden!
Thank you for suggesting me that. I am going to write them again and open a dispute if they will not get back in touch.
EDIT: they replied. They (finally!) replied with a track ID. Going to check that... the order page is still blank either for status and track id... and I waited for almost a week for an email. WTF.

The story ended, my bud got the package.

What was very bad about the transaction was the total lack of feedback: no tracking code and no email reply in several days.

Best regards everybody!

John Farley wrote:I have ordered directly from them… no problems but everything moved very slowly.

I agree that 'slowly' affected me too, IF the item was a brand new design and I had 'preordered' the stuff awaiting a release date to be determined. Otherwise, in stock stuff always got here fast.

Woodchuck ATC wrote: I agree that 'slowly' affected me too, IF the item was a brand new design and I had 'preordered' the stuff awaiting a release date to be determined. Otherwise, in stock stuff always got here fast.

the problem was the slowliness in communication, 'cause the package was actually shipped the very same day I placed my order.
But I discovered that only today, because they missed to inform me about any tracking number until today.

What disappoints me the most was that they did not apologized at all about that.

Glad you got your package. I found to issue. you are in Europe, RockExocica is in Utah, USA. You paid for UPS ground. Do you have any idea how long it takes to drive from Utah to Europe? The Atlantic Ocean would really delay that road trip.

ahhh I'm sorry I couldn't resist

Just joined and this is the first thing I stumbled on.

Anyways, I work for a company that not only orders stuff from Rock, but we also have pulleys, carabineers and raise/lowering devices that we have designed made from them. I actually deal with their products on a daily basis and issues with them weekly.

They are pretty bad at communication if you want my honest opinion. The best thing is to just be persistent either by phone or email...they will get back to you! Great people over there, they just need to work on customer service/communication.

Jeff J wrote:Glad you got your package. I found to issue. you are in Europe, RockExocica is in Utah, USA. You paid for UPS ground. Do you have any idea how long it takes to drive from Utah to Europe? The Atlantic Ocean would really delay that road trip. ahhh I'm sorry I couldn't resist

Nope, they don't ship solo devices to Europe. The item was shipping to Michigan, in the United States of America, where a friend of mine lives.

The problem was that they failed to give me the tracking ID even after several emails.

I am following up once more because I just got a new email from them; they apologized for the lack of communication (they said they are going through a site redesign and that the main sales and communication person was out of office). That's fine (although the whole business was quite frustrating while it was ongoing ;) )

I have had the same issue. No confirmation email for a week now.