"I purchased a product online and was informed my order was cancelled due to an internal pricing error that they would not honor. When asking how this was my problem, they offered no apology, no discount or means of making amends for their mistake. When I asked to speak to a manager I received this reply, "I AM THE MANAGER!!". Pretty professional bunch. Never would do business with them in the future based simply on professionalism and courtesy."

"Dont be fooled by their low prices. ORS Racks Direct make up for their low prices by providing their customers with poor service, extremely poor shipping process and lies.

I've been waiting 4 weeks now for a product they said they've shipped 3.5 weeks ago. I called back numerous times and they finally said there was an issues with the shipping details. Since then I received just 1 out of my 3 items. Still waiting for my other 2.

Save yourself the headache and time and shop somewhere that puts quality over price.

Thanks for reading...."

"I chose ORS because of the good reviews, close to NY for shipping, and good price.

Ordered an inno rack on 7/26. 7/28, received an email that a part for my car was out of stock, but I should receive by 8/11. By 8/12 I did not receive package.

In hindsight, since I was really waiting, I should have called to see if they really were going to get it to me as communicated. When I finally called, it was clear that it was an automatic message with no real thought when parts would be available. There was no tracking of promises to customer.

Be aware and if you get a back order message, cancel and go elsewhere. There are other options. This is not acceptable e-retail these days.

Delays happen. Either have a real inventory system so that customers know when things are back ordered or actively manage the expectation. It is not acceptable to send "it will be there on 8/11" but forgot about the order completely.

I guess I also got complacent... So lesson learned and will call if I really needed it by a specific date."

"Don't fall for ORS price match "guarantee". They have refused to honor lower priced items on other web sites. Specifically a Thule Bike Rack. Their response was "it doesn't look like a legitimate web site". Of course it doesn't-it was offering lower prices than ORS. "

"I never actually purchased something at this site, but had a great experience with customer service. The site was running a sale on Thule products. I live on the west coast, and when I went to confirm an order at 10:15pm PST, the site responded with a message of pricing my items at their pre-sale/original price. I sent an email to ORS (with screen shots) and Jon from their customer service instructed me to proceed with the order with a special message. The order went thru with the sale price. Great!
After completing the order, Jon emailed me that it would take about 2 weeks for me to get what I ordered because they were out of stock for the items I chose. I needed the products for an upcoming ski trip so I asked to cancel my order. He did with no problem.
I will look to give them my business in the future."

"Recently we bought the Yakima Rack & Roll trailer from these folks. The website did not tell us that it was backordered but after ordering, we immediately received an email asking us if we wanted to continue with the order, which we did. When the trailer arrived, we started to put it together and found that one of the bolts that held the wheel was defective. A quick email to them got them to contact Yakima who shipped us a new wheel bolt.

I do really like their response to customer questions and resolution."

"To date I have found ORS Racks Direct customer service to be excellent. They are quick, friendly and helpful. they fully addressed my questions and issue and for that reason I place my order with them. I found their web site to be fully functional and easy to place an order. They do provide an update on your order status. I would certainly order from them again. I did find their prices to be very competitive."

"The company has excellent customer service and beat other resellers prices! In my notes i asked to contact me if i would have to upgrade shipping options to get my parts by a certain date. (Q-tower parts went mia over winter, had a new cervelo to ride that vacation weekend). John called me and let me know that they should arrive by the specified date with out and modifications to the order. He of course let me know no guarantees but i should be set! He was correct and i was appreciative. "

"ORS did an excellent job and excellent customer service. Online chat was extremely helpful with assisting me in choose the correct J-Hook for my Kayak. Customer support even called me to let me know my Inno Roof Rack was on back order and would be a day late.
I would recommend this place to anybody and will use them again. "

"I found this company on the Internet, while I was looking for a THULE CARGO BASKET. Their service is excellent; they got excellent videos on youtube so you can see everything and have a better idea of what you are buying. It was a very good experience buying from ORS RACKS DIRECT"

"Outstanding customer service. I called to ensure my roof box would arrive before I left on vacation and ORS provided me a tracking number for the shipment the next day. Roof box arrived approximately 10 days after I placed the order. I would definately buy from ORS again!"

"Great customer service! Ryan was very helpful, explained the differences between different racks, helped me make a decision, and price-matched the item for me. The best thing about this company is their informative youtube videos, that truly help customers make decisions when buying online and not being able to try the items. "

"Thank you ORS for great help over the phone determining what products were needed and giving me some hints on how to fix issues on the road."

"I found ORS Racks Direct from a youtube video and went to their site. I quickly found the product I was looking for. Their price was a little higher than another site, so I called them directly. They quickly answered the phone price matched a competitor with an even better price and the item shipped the next day. I got the item quickly and will be using them again when it comes time to buy another rack."

"I've purchased from ORS Racks three times--an inno rack, a surfboard locker carrier and steelcore straps and thule surf pads. Everything came on time, well-packed and as described. Their prices are awesome. I can find a coupon all teh time. "