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1/5
"I decided to order a hitch and cargo carrier from Drawtite-hitches after noticing their "free shipping" policy and reading their "110% Price Protection" policy. After feeling very comfortable as to having met all their requirements, I placed my order and referenced a legitimate competitor website that was $94 cheaper on the exact items. Drawtite completely balked, saying they could not match that low of a price. I had to jump through hoops just to get the total price down to match the competitor. By total price I mean parts plus shipping, as drawtite also refused to honor their "free shipping" offer. The policy specifically states "shipping not included - this policy only relates to the price of the product being purchased." Their "example" also makes no reference to shipping. I strongly suggested to them to revise their "price protection" policy to include statements to the effect of "our free shipping policy doesn't apply when you take advantage of price matching", and "we do not price match other competitors at our discretion." But I see two months later it is unchanged."

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5/5
"I ordered a basket-full of accessories, parts and tools for my motorcycle. They had the best prices (I did extensive price comparisons), and I also got them shipped free (I ordered during a free shipping promotion). Their online site is pretty clumsy and did not actually carry all the parts I needed, however by email they had all I asked for. Very pleased with their service."

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1/5
"Very bad customer support. No surprise they're not members of Better Business Bureau. I purchased cameras and software, and the software keeps crashing my PC. I have yet to receive response from my e-mails to tech support, and it's taken so long that the 30 day return period is over. Don't get suckered in!!"

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Overall quality of the company
Pricing of products and services
Value the company offers
Is trustworthy
Is consumer focused
Is committed to quality products and services
Is easy to do business with
Likelihood of customers making future purchases
Likelihood of customer recommendations
Variety of brands and products offered
Overall quality of ordering process
Ability to determine if a product was in-stock real time
Ease of ordering online
Ease of checking order status
Overall product shipping and delivery process
Delivering products damage free
Being updated on the exact date the delivery was sent
Delivering products on-time
Ease of checking delivery status
Overall technical support
Making decisions on their own
Resolving problems
Being knowledgeable
Being trustworthy
Being easy to reach
Overall customer service
Customer service being easy to reach
Customer service resolving problems
Customer service being trustworthy
Customer service making decisions on their own
Customer service being knowledgeable
Product Returns/Refunds/Exchanges
Overall web site
Web site being easy to use
Web site reliability
Speed of web site
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