Rack Attack Tigard — Attraction in Tigard

UPDATE: I have edited my 1 star review to a 5 star because my boyfriend received a call from one of the managers from Rack Attack the next day. He apologized for our awful experience we had and offered us a full refund. We didn't expect to get that and were greatly appreciative. Will definitely recommend!

I’m amazed at the awesome reviews this location received. I’m rating 1 star due to the fact that me and my boyfriend drove all the way from Seattle because we got a quote from them that we were going to be paying $120 installation since we were bringing in our own hitch. We decided to make a trip out of it and after driving 3 1/2 hours, we get to the store and the gentleman (I’ll keep his name confidential) states that we were misquoted by a new employee and that we would have to pay $400 and the installation would take 6 hours and possibly more. Are you serious?! A hitch installation takes 90 minutes for a professional and 180 minutes for novice. Additionally, instead of apologizing, he continues to tell us that we should have been scheduled for 10am and not 12:30pm. In the customer service industry which I’m in, you should never make the customer feel or say it’s their fault. Also, they could have called and told us we should have rescheduled and explained this to us prior to us arriving. Highly unprofessional and even when we picked up our car, the person who helped us didn’t even know our vehicle was done and looked at us dazed and confused. Needless to say, this has raised so many concerns and I hope our hitch was installed properly and not a teaching tool to a novice. We also had a quote for about $229 but because the employee at this location told us $120, that was the ONLY reason we decided to drive to Portland and make a trip out of it. Had we known up front, we would have NEVER done it! Horrible customer service and will...

On Monday, 3/11/24, around 1:50 pm, I called this store to cancel my online order. A male employee, who didn't give me his name - answered. I told him why I called, and also asked about other brand for my roof rack that was suggested to me in another RA location. To my bad luck, this employee, instead of having a conversation, began very loudly talking over me, not having a discussion or guiding, told me he couldnt cancel it himself and need help because " their manager quit last week", to which I replied " SURE, NO PROBLEM". He proceeded to insist that I should keep the item, that the other brand doesn't even make the roof rack for my vehicle.... It was a tirade of a very agitated angry unprofessional employee... I told him, that I was told otherwise at the other RA location, that's why I wanted some more info about it. This angrily yelling person should have just say that that was a mistake made the employee at the other store location, and that would be the end of it! But NO! ...He proceeded to yell about how wrong I was! Anyway, this employee showed zero professionalism, patience, and ability to be helpful, instead he got even more loud, yelling over the phone that I am not " listening to him". Well, obviously he wanted me to not do a cancellation and "listen to him"= do as he told me, and don't ask anything!! Then I asked him his name, he got quiet for a second....I asked his name 2 more times, SILENCE.. He didn't give me his name and HUNG UP ON ME... It's a shame that obviously a badly trained or untrained angry employee may be ruining the reputation of the store! PS. I called Portland location RA, and talked with Nathan. It was...

AVOID THIS STORE!

So I go to your Portland Oregon Store the other day. They are very pleasant people and helpful. They informed me that they did not have the product yet in stock but would have it soon. Note, they also answer their phones.

Now, today, I elect to visit your Tigard Oregon Store. Different story. I will begin by saying I tried calling them for several days to no avail. And when I showed up at the store today? I speak to a flippant, 20 something red haired child. And not only does he say out of stock but does not try to close the deal by explaining anything about when product will arrive. I just received a shoulder shrug. On top of that, this knucklehead, when I indicated I've tried to call their store over the last several days, just goes "we have been busy and the store is full". Well I was the ONLY person in the store when he made that remark.

So, here is the rest of the story. I needed $1500 in bars and kayak racks, but due to the knucklehead that I had the unfortunate pleasure to deal with today, not only will Tigard not get the sale, but neither will the Portland Store and certainly not ANY rack attacK store.

A bit of empathy and understanding could have retained me as a customer. But no, THEY...