Rago Fabrications

Morning...this is more of a PSA for anyone looking to work with Rago.

I recently purchased a set of their Molle panels. I did receive the panels and they were as advertised. The communication with them was terrible and they are not easy/good to work with. That may not matter to some but I feel it's important to share, especially in this regard...

Upon receipt that I received my panels, they sent me an email link to fill out a review. I gave them a 3 star review and explained that the product was 5 star but that the communication and wait was so terrible, I downgraded it. I realize some may disagree with my interpretation of the review, but in the aftermarket world, I believe customer service is paramount.

Anyway, I just got another email from them and was directed to the review section of the molle panels I purchased...only to find that they had deleted my review and state that of the more than 130 reviews, 0 of them were anything less than 5 star. I wonder how many people have given something similar only to have it deleted.

This may seem petty to some...I'll not purchase another item from Rago because of this and I feel people should know that they use deceptive practices to increase their ratings for products.

It's an integrity issue for me...maybe not you, I realize, but buyer beware.

 

I've always had great experiences with Rago, and their stuff has been very high quality. So your experience is very disconcerting to hear. I don't like the sounds of the deleted review either; but... I know some companies will only retain reviews that are specific to the item itself. So if the review contained an opinion on something other than the specific item (in this case, the company itself), that could be a reason as to why they may have deleted or did not approve the review. I'm not saying I totally agree with that approach... just saying that could be their justification.

I do know a lot of companies are facing high demand right now, which can lead to long wait times and delayed communications; especially for smaller companies like Rago... but agree that lack of communication can be frustrating AF.

 

I agree with you and appreciate you posting this here.

Good customer service seems to be hard to find these days.

So far, Toytec, Wheeler's, C4, Falken, and Eibach have been great. ARB and Dobinsons were "ok." Bilstein.. eh.

I guess some (most) people just don't care about good (and honest) service anymore?

But this isn't how it should be. If demand goes up, and you can only satisfy X demand properly (with good service).. then that's where you should stop.. if you care about your customer and good service. Greed is what pushes them to churn out more product, at a lower quality overall due to poor service.. but did the price go down while you were jipped decent service? Nope.

Long wait times are one thing, and probably acceptable especially during today's "climate." But IMO you better have someone ready to answer the phone and respond to inquiry reasonably during that long wait time, especially if you already have my money.

 

completely agree with you...I want a company to allow me to discern what is important to me...but I don't want to be mislead. I did inquire with them multiple times and even gave them support publicly when others ripped them for timing...but did not expect them to be deceptive about their practices. Kinda disappointing...I want to support smaller companies...just be honest with me and you.

 

I always had great communication and parts from Rago.
Deleting reviews is bad practice and if it's true it doesn't show well, especially from a veteran owned company.

 

Always had great dealings with rago even Melissa reaching out on a weekend to respond to a question I had before ordering a product. They have even advised me their product wouldn’t handle the weight of what I wanted and suggested a competitor company that had been weight tested. If they truly are deleting reviews that’s a bad look. But there are three truths. Yours , their’s, and the factual truth.

Im not a advocate for rago by any means but I know most often these types of things are usually more an instant gratification issue vs actual issue. Now that being said yes we have all experienced longer than normal wait times recently. And if their product page said 2 weeks and it took 3 weeks or longer and they didn’t bother to update , or reach out then that’s on them.

 

Just the facts.

"People benefit from reading what others have to say about their experiences with products and services."

https://www.consumer.ftc.gov/blog/2017/02/product-reviews-youre-free-speak-your-mind
.

 

Good info.

 

Customer service, whether direct or indirect, was my career.

 

Personally I didn’t have a good experience buying from Rago. Lots of hype but I was pretty let down. They even blocked me on social media for not giving them a stellar review.

 

agree with all you state...I am 100% ok with delays, especially with the pandemic, weather, etc, not to mention I'm not a young person...so I've learned......I simply like responses to questions and an honesty with reviews. When I don't feel like I'm getting the last two, it erodes the integrity of their product, whether right or wrong, and makes me look elsewhere for what might be the same thing.

I'm not here to flame Rago at all. In fact, what I got is great and exactly as advertised. However, I can't justify purchasing more if I don't believe that any unforseen issues will be handled appropriately.

 

I worked in sales for a while when I was younger. I was absolutely terrible at it, and didn't enjoy it. I remember there were some customers who you could not please no matter how hard you tried. These days some people leave bad online reviews almost as a form of blackmail to try and get freebies, and a lot of business managers and owners bend over backwards to try and appease them. I'm not suggesting the OP or anyone else is trying that with Rago, just that I generally try to sympathize with people who are trying to run a business in today's climate.

That said, deleting anything other than a 5 star review looks terrible. I would rather see the good and the bad. If there is a bad review, I think it's nice when the owner responds and offers an explanation/apology/offer to make it right (as opposed to just offering free stuff on your next visit). If they legitimately screw something up, it goes a LONG way for me when they can demonstrate that they tried to make it right after the sale.

It doesn't appear that Rago is all that interested in going this route, so I appreciate the heads-up.

 

in fact, just before I got the notification for your post, they sent me an email apologizing and offering a small discount on my next order. I truly don't believe there was any malintent on their part...I simply believe they out kicked their coverage and don't have enough hands to respond to their business...and then covered up a legit response to their small failure.

I would have LOVED if they would have left my post and responded to it in front of everyone like they did to me privately...says they are above board.

 

While this was an unfortunate event. I'm all but certain everyone directly involved has learned something from it.