Owl Vans - Let's Talk Grenadier Parts!

[Dokatd]

So I sent Owl an email I believe on Saturday regarding an upgraded version of a part and asked how I could get my hands on it. I got an immediate automated email back recording the request. Rather than getting an email back yesterday or today I got a friendly call just a few minutes ago letting me know they would ship the updated part today. That’s exceptional customer service.

I’m sure they get busy here and there, and certainly balls can get dropped, but give them a call if you’re having trouble reaching them through email etc. They seem to be a great group of people.

Not sure about international orders, I would expect those may take a bit more time to process in many cases.

 

[Borg54 (Owl Outdoor)]

Hey Borg54, Perhaps I could get you to have a look into the whereabouts of my order #2036 that I paid for on September 29. I’n having trouble getting a response from your company to emails and have heard nothing about whether or not my order has been shipped/delayed/lost. Any information would be greatly appreciated. Thanks, Matt (Adelaide, South Australia).

Some good news, we’ve just received the parts back from anodizing, and your order should be shipping within the next day or two.

We sincerely apologize for the delay. Our initial run of these products sold out much faster than we anticipated. As this is a new product for the INEOS Grenadier, it has been challenging to predict demand and ensure we have the right quantity and color options in stock. Rest assured, we're working hard to catch up and have recently invested in a forth CNC mill to speed up production.

Regarding your email inquiry, it looks like it came in over the weekend. Our customer service team isn’t in the office on weekends, but they were catching up on Monday and were preparing to respond as soon as possible.

We greatly appreciate your patience and understanding as we work to fulfill your order.

 

[MattG]

So I sent Owl an email I believe on Saturday regarding an upgraded version of a part and asked how I could get my hands on it. I got an immediate automated email back recording the request. Rather than getting an email back yesterday or today I got a friendly call just a few minutes ago letting me know they would ship the updated part today. That’s exceptional customer service.

I’m sure they get busy here and there, and certainly balls can get dropped, but give them a call if you’re having trouble reaching them through email etc. They seem to be a great group of people.

Not sure about international orders, I would expect those may take a bit more time to process in many cases.

Finally received an email response from Owl Vans overnight here in Australia. Huge demand for their products has put them way behind on order fulfillment. They do seem like genuinely good people with great products. They pledged to do better with regards to responding to emails from customers. Hopefully everyone gets their orders soon.

 

[Dual Grenny Guy]

Owl I hope you are continuing to read this thread. I love your products and customer service and it’s great you are trying to make things right for anyone with issues. I have purchased many things from your company to customize my first Grenadier and I have mainly dealt with Reece. He has done such a well job that I have told him and will hold true to this once my 1st Grenny is completed (should be soon, but I am always adding more), I plan on shipping my 2nd one to your Denver location (closest to me) and have y’all do a complete “Owl make over” (your front grill, side steps, front lights, hidden light bar, roof lights-side/rear, inside rail system with ALL the accessories-my favorite item I have ever bought for my 1st Grenny is the bullet point cell charger that opens automatically for your phone-it’s just so cool and convenient, etc…yep like I said the complete “Owl work up”!!). Keep up the great work and new products that y’all keep coming up with!!!

 

[RyanT]

there were several storage system in that shipment, Update: I called Owl moments ago to get an update on the drawers, they read my post on Sunday and I was in a queue for a call to explain and apologize for the delay, they agree, not cool. They promised a commitment for timely and accurate information and that if I wanted I can obtain a full refund. We talked about options, including cancelling the order with Owl and making an order directly with the US distributor. Owl asked me to give them another chance to make this right and I agreed. They will be providing me with an update on the drawers in a few days. In the mean time the Rosen visors are in and the Owl slider side steps are back from powder coating. Rosen visor will be sent out today. Owl gave me a break on the price of the slider side steps and free shipping, will be shipped today. Thanks Owl, efforts to correct first world problems is always appreciated. I'm really glad I called and talked with Owl.

Hey @202Overland, just thought it worth weighing in on th Buzz side of things. OK4WD are our US distributer and OWL are a partner of theirs. One of our containers was stuck in port for a couple of weeks due to some strikes so this further delayed our product getting to the likes of Owl and other customers. There were several storage systems in that shipment, hopefully one for them is yours. We are ramping up the frequency of shipping to the US and the intention between us and OK4WD is to ensure that there is a decent amount of stock in the US.

 

[ADVAW8S]

Hey @202Overland, just thought it worth weighing in on th Buzz side of things. OK4WD are our US distributer and OWL are a partner of theirs. One of our containers was stuck in port for a couple of weeks due to some strikes so this further delayed our product getting to the likes of Owl and other customers. There were several storage systems in that shipment, hopefully one for them is yours. We are ramping up the frequency of shipping to the US and the intention between us and OK4WD is to ensure that there is a decent amount of stock in the US.

Hey Ryan will OK4WD carry your big brake kit?