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3,8
11 recensioni
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Communication difficulties. I believed I had ordered an assembly bag to fix my cycle carrier but only one spare arrived. I contacted Roof Boxed and to my surprise received a reply on a Sunday suggesting I had ordered the wrong part. I agreed to re-order. Then….nothing! I have followed up THREE TIMES! Nothing! Absolutely no reply. No response. I cannot recommend Roof Boxed as they clearly have communication problems.
We had an appointment in the show room to discuss options because there were mixed opinions online about whether I could put a roof tent on my car. Morgan was incredibly informative throughout the appointment, answered all of our questions and if he wasn’t completely sure about something he took the time to find out the correct information for us rather than guessing. He also demonstrated how to open and close the TentBox and talked us through everything really clearly. He found the roof bars I’d need and gave us all the model numbers for future reference.
What we appreciated most was how polite, friendly and helpful he was without ever being pushy or making us feel pressured into buying anything. It made the whole appointment feel really relaxed and gave us plenty of useful information to help us make our decision. We will be back very soon to make a purchase.
I had left it last minute to check my Thule system fitted my new car, it did not. Then began a manic search less than 24hrs before leaving (I had been told to check it the week before!) when I found Roof Boxed online and one of the few companies to stock the parts I needed. A quick call to check stock and the parts arrived this morning before 8am! A great service provided. I did have to pay a hefty delivery fee to get it guaranteed delivery but that was my own fault for leaving it last minute!
Save your money, your time, and your sanity: do not buy from Roof Boxed (The Roof Box Hire Company Ltd).
When my order arrived missing critical security locking components, I assumed a quick email to customer support would resolve it. Instead, I was subjected to weeks of dishonesty, goalpost-shifting, and outright condescension from Georgia and the owner, Robin.
Here is a brief highlight reel of the lies, threats, and contradictions in their emails:
Lie #1: The "Brand New" Equipment & Ghost Scratches
What Georgia said initially: "From new they supply 2 but as they are used feet we supply 1."
What Robin claimed later: "A used bar would retail at £80 with scratches and £189.99 brand new in box as it arrived to you."
The Reality: They admitted sending used components, yet later claimed the kit was "brand new in box." When pushed on return costs, Robin suddenly invented claims of "scratches" and "damaged goods"—conveniently providing zero photo evidence to back up the accusation.
Lie #2: Tracking Capabilities
What Robin said: "The reference number is just proof of postage not a means to tracking fyi."
The Reality: The Parcelforce reference number on the receipt live-tracked the parcel's entire journey straight to their door. Claiming it wasn't a tracking number was a laughable attempt to act superior.
Lie #3: The Return Costs & Their Own Policy
What Robin said: "The reason for the excessive shipping costs you paid was due to the method of packing used... Please provide bank details so we can send the additional £12 reasonable return shipping costs."
The Reality: Roof Boxed’s own published policy explicitly guarantees to "cover ALL costs associated with return" for orders missing parts, and promises "we will arrange collection at our cost." They failed to arrange collection, provided zero packaging guidelines, and then invented an uncontracted £12 limit after I posted it.
The Ultimate Hypocrisy: While Robin claims £64.70 at a Post Office counter is "excessive," Roof Boxed’s own public customer reviews show they routinely charge customers £65.00 to handle oversized returns. £65 is reasonable when they profit from it, but "excessive" when owed to a customer under the Consumer Rights Act 2015.
Lie #4: Passive-Aggressive Threats
What Robin emailed: "We have kindly given you a credit as an act of good faith... If you would prefer we can take back the gesture... Hopefully you can see we have been exceptionally generous here."
The Reality: Threatening to withhold a legally owed contribution unless a customer stops requesting full statutory compliance is appalling customer service.
I have never dealt with such rude, egotistical individuals who resort to unsubstantiated allegations and passive-aggressive threats to worm their way out of basic legal obligations.
My bank’s chargeback department is now handling the unpaid £52.70 balance. Consider yourself warned!
Risposta di Roofboxed
Evening Claire
Thanks for your comments.
I am compelled to respond to your comments as they are completely false and slanderous.
The items ordered were a mix of new & used items that were a confirmed fit for your car.
The locks we did miss off your order that is 100% correct.
You contacted us well outside the statutory returns period of 14 days to request a return.
We accepted the return & even offered to cover the return shipping at a reasonable cost.
You then proceeded to spend £65 on return shipping which is insanely expensive but you clearly had a mind set of " not my problem im not paying "
The item sent cost us £5.75 to ship & should have cost you no more than £11.50 to return.
As a reference you can ship a 500kg pallet from London to Manchester for the price you paid to ship 1 x 135cm roof bar set back to us.
This comes well above what is considered reasonable especially as we had no obligation to accept the return
On return of goods the parcel was soo poorly packaged the new parts sent came back with scratches & without retail packaging sent out in severely affecting the value.
As a gesture of good faith we didn't raise this as a cost to you .
Its a shame you feel its nessecary to slate our business when we are £110 out of pocket due to your carelessness & you are £52 out of pocket during to your carelessness also.
All the best
Robin
Really easy to deal with and helpful. Open all day on a Saturday. Replaced my lost Thule keys in minutes. Very impressed.
Ik heb een oude Thule kitset 1340 nog nieuw bij Roofboxed kunnen kopen. Deze is eigenlijk nergens meer te krijgen dus was hier erg blij mee. Ik had ze snel nodig dus vroeg of ze misschien snel ingepakt en opgestuurd konden worden en Robin van Roofboxed was erg behulpzaam. Hij antwoordde meteen en het pakket was snel verzonden! Hij kwam gelukkig ook optijd binnen. Bedankt Roofboxed!
After finding roof boxed online I messaged robin and instantly had a reply with all the information I needed! He was such a great help. A few days later drove down and as soon as I pulled up all the bits were ready and waiting and within the hour all fitted!! He took great care in the work he was doing and the set up he had is incredible as well as his prices super reasonable and all the second hand bars and bike carriers we had were immaculate. Definitely be returning in the future! Thank you guys for all your help and expertise. Not many small businesses around like yours and you have nailed it!
Hired a roof box over the festive period. Great service and advice from Robin. Our travel plans changed, Robin let us keep the box for longer at no extra cost. Great stuff. Would highly recommend.
Very helpful, talking through new and used options, worked within specification guidelines and budget, overall a very positive experience you can only get by speaking to a real person with product knowledge . I recommend visiting if possible to get the full sales experience
WOW what fantastic service and price from Roofboxed.
They answered every question I asked promptly and delivered very fast.
I contacted Robin to say that Thule had missed a bolt from one of the items.
Robin sent a new set of bolts out next day. Thank you Robin and Roofboxed. Very highly recommend. What a pleasure to deal with. I will definitely use them again.
Thanks again Steve
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