RANT: Atomic Wheels 2 different experiences in less than a year

[boosted20v]

Oh and while pricey those titanium lugnuts are high quality and super light. My wheel and tire guy was impressed with them.

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[emlo]

Every company has issues, it's all about what they do to make it right. I ordered mine around the (Feb 28th) Custom finished AWZZ's. I recieved my first set of renders March 8th and after a few back and forth emails on center cap engraving were exchanged with new renders sent I approved the design March 11th. Photo's of the sue wheels were sent on April 11th and I recieved them May 13th and 14th. 16 Emails back and forth and Santiago was great to work with. They are getting ceramic coated and the tires mounted now, should have them on in a day or so.

Moral of the story, one bad experience doesn't taint the whole company. That said sorry your having issues OP.

So you order after me have design completed after me and I still am waiting for the tracking while you have wheels mounted and ready to go. Uggh

 

[Atomic Wheels]

Every company has issues, it's all about what they do to make it right. I ordered mine around the (Feb 28th) Custom finished AWZZ's. I recieved my first set of renders March 8th and after a few back and forth emails on center cap engraving were exchanged with new renders sent I approved the design March 11th. Photo's of the sue wheels were sent on April 11th and I recieved them May 13th and 14th. 16 Emails back and forth and Santiago was great to work with. They are getting ceramic coated and the tires mounted now, should have them on in a day or so.

Moral of the story, one bad experience doesn't taint the whole company. That said sorry your having issues OP.

Hey! Thank you for sharing your positive experiences with us — it truly means a lot.
We always strive to give every customer the best experience possible. While we do our best to stay on top of everything, there are times when unexpected issues cause delays.
Even then, our priority is always to make things right and offer the best solution we can.

 

[emlo]

Here’s an update: good news- tracking information was provided. Bad news - for some reason they are sending my wheels to Staten Island. I live in California. FFS

 

[Atomic Wheels]

Here’s an update: good news- tracking information was provided. Bad news - for some reason they are sending my wheels to Staten Island. I live in California. FFS

Once again, we sincerely apologize. The tracking information still shows the old address, which was incorrect from the beginning. However, as you can see from the screenshot I provided, UPS accepted the address change. We believe they simply haven’t updated the tracking details yet, but we hope the package is already en route to the new address.

In the unlikely event that they ignored our request, we will intercept the wheels at the final destination and forward them to you as soon as possible. However, we consider that scenario highly unlikely at this point.

 

[emlo]

Once again, we sincerely apologize. The tracking information still shows the old address, which was incorrect from the beginning. However, as you can see from the screenshot I provided, UPS accepted the address change. We believe they simply haven’t updated the tracking details yet, but we hope the package is already en route to the new address.

In the unlikely event that they ignored our request, we will intercept the wheels at the final destination and forward them to you as soon as possible. However, we consider that scenario highly unlikely at this point.

Forgive me if I’ve lost all confidence in what you are telling me. If they end up in Staten Island, just refund me and resell the wheels. This has been a truly frustrating experience which was the exact opposite of my first order with you.

 

[Ldiggs910]

Hey @Atomic Wheels , if the wheels DO wind up in Staten Island, I’ll do whatever I can to try and help get them redirected to the right place (within a reasonable time frame).
I just got home and my gorgeous twheels were there at my door

omg they’re SOOOO GORGEOUS you guys did an amazing job with the custom design, color, engraving, custom centercaps, brushed and tinted finish, air valve hole placement… like these wheels came out PERFECTLY!!! IM SO HAPPY!!

they also came in an as expected/as explained time frame (sorry I was Virgo-ing out of control so there were many self delaying revisions).

Thank you so much @Atomic Wheels.
I feel like the universe responds to positivity with great reward and honor and you deserve it.

I’ll be making a separate post so I can show off these gorgeous wheels. But I feel like I talked so much caca about my new custom R1S wheels that now I have to post a sneak peek…

 

[DayTripping]

Those look awesome!

 

[DayTripping]

Forgive me if I’ve lost all confidence in what you are telling me. If they end up in Staten Island, just refund me and resell the wheels. This has been a truly frustrating experience which was the exact opposite of my first order with you.

I'm sorry you've had such a bad experience. Stuff happens. I've met the owner in person and a real stand up guy. When I had an issue with my TPMS sensors, he drove 90 minutes, one way, across terrible Dallas traffic to deliver them to me. He did this on a Sunday, on his day off, to try and help with my issue.

This isn't the only instance of going above and beyond. Not to correct an issue either, but to try and help. Heck, I couldn't make up my mind and ended up buying 3 sets of wheels until I found the set I wanted. They patiently took them all back and tried to make sure I got the set I really wanted. Well, actually I didn't, but I didn't want to custom order the wheels I really wanted and bought the ones I have now. Now, I wouldn't bother going custom as I really like my wheels and if I had custom ordered what I really wanted, it probably wouldn't have worked out as well with my other mods I did.

I've dealt with UPS/FedEx/DHL/etc. for many years, and often they don't update things correctly even when they have the right info. Hell, my rooftop tent wasn't even supposed to be anywhere near me, and it shows up after I had just called the delivery company to find out where it was. They told me they'd get back to me as it was on its way to Houston, and to check back after Monday, and this was on a Friday. My tent was far more expensive than my wheels, and nobody had a clue where a big azz box was.

So if you want to bail, bail. The wheels are worth the wait. I spent more than twice as much for wheels from a different vendor for my Tesla and I did for my Atomic Wheels on my Rivian. I vastly overpaid by comparison. My wheels have been awesome. They balanced great. I've run them up to the speed limiter multiple times and they are smooth as can be. If Atomic Wheels makes wheels for my next vehicles, I'll keep buying from then until I can't drive anymore.

 

[Atomic Wheels]

Hey @Atomic Wheels , if the wheels DO wind up in Staten Island, I’ll do whatever I can to try and help get them redirected to the right place (within a reasonable time frame).
I just got home and my gorgeous twheels were there at my door

omg they’re SOOOO GORGEOUS you guys did an amazing job with the custom design, color, engraving, custom centercaps, brushed and tinted finish, air valve hole placement… like these wheels came out PERFECTLY!!! IM SO HAPPY!!

they also came in an as expected/as explained time frame (sorry I was Virgo-ing out of control so there were many self delaying revisions).

Thank you so much @Atomic Wheels.
I feel like the universe responds to positivity with great reward and honor and you deserve it.

I’ll be making a separate post so I can show off these gorgeous wheels. But I feel like I talked so much caca about my new custom R1S wheels that now I have to post a sneak peek…

Thank you so much for your kind words — we hope you enjoy your wheels a ton! Honestly, that setup turned out amazing — such a unique color. Once they’re installed, they’re going to look absolutely stunning!

 

[Atomic Wheels]

Forgive me if I’ve lost all confidence in what you are telling me. If they end up in Staten Island, just refund me and resell the wheels. This has been a truly frustrating experience which was the exact opposite of my first order with you.

We totally get the frustration. We always aim to provide the best service, and in this case, the delay with the tracking was due to a human error when dispatching the shipment. We're really sorry about that, but we're fully committed to resolving it quickly so your order gets to you as soon as possible.

 

[Atomic Wheels]

Forgive me if I’ve lost all confidence in what you are telling me. If they end up in Staten Island, just refund me and resell the wheels. This has been a truly frustrating experience which was the exact opposite of my first order with you.

This is Andrew from Atomic Wheels. Honestly, I've always wondered how companies manage to gather negative reviews—shouldn't it be easier to just keep everyone happy by doing a consistently good job? In fact, we used to proudly tell our customers to try finding a negative review about us online because we genuinely worked hard to prevent them.

But here we are. Your first experience with us went smoothly, so I completely understand how frustrating and disappointing this second order must be. Clearly, we messed up, and that's entirely on us.

We recently issued you a partial refund in an effort to ease the frustration caused by this situation. However, if your disappointment is such that you prefer not to wait any longer for the wheels, you absolutely have the option to cancel your order anytime. If you choose this option, we'll coordinate the return shipping to our warehouse in Texas at our expense, refund the full purchase amount, and provide an additional $200—not just for the inconvenience, but also recognizing the value of your time and the financial resources involved.

That said, we still hope you'll give the wheels a chance. They are already in motion and just a few days away. But if your patience has run out, simply let us know, and we’ll begin the refund process immediately—along with the additional compensation mentioned above.

We're taking this situation seriously and already making changes internally to prevent similar issues in the future. Your feedback genuinely helps us grow.

Thanks again for your patience and understanding.

Warm regards,

Andrew
Founder, Atomic Wheels

 

[emlo]

This is Andrew from Atomic Wheels. Honestly, I've always wondered how companies manage to gather negative reviews—shouldn't it be easier to just keep everyone happy by doing a consistently good job? In fact, we used to proudly tell our customers to try finding a negative review about us online because we genuinely worked hard to prevent them.

But here we are. Your first experience with us went smoothly, so I completely understand how frustrating and disappointing this second order must be. Clearly, we messed up, and that's entirely on us.

We recently issued you a partial refund in an effort to ease the frustration caused by this situation. However, if your disappointment is such that you prefer not to wait any longer for the wheels, you absolutely have the option to cancel your order anytime. If you choose this option, we'll coordinate the return shipping to our warehouse in Texas at our expense, refund the full purchase amount, and provide an additional $200—not just for the inconvenience, but also recognizing the value of your time and the financial resources involved.

That said, we still hope you'll give the wheels a chance. They are already in motion and just a few days away. But if your patience has run out, simply let us know, and we’ll begin the refund process immediately—along with the additional compensation mentioned above.

We're taking this situation seriously and already making changes internally to prevent similar issues in the future. Your feedback genuinely helps us grow.

Thanks again for your patience and understanding.

Warm regards,

Andrew
Founder, Atomic Wheels

Andrew- Thank you for personally responding. My patience has not run out. However, my concern for where the wheels are heading is through the roof. Although I’ve received communications that the wheels have in fact been redirected to my address, not Long Island on the other side of the country, I see no indication from UPS reflecting the change. All I see is address change being requested and then 20 minutes later, they leave the facility. Mind you the UPS facility is in California less than 400 miles from my home. I haven’t seen any updates to where the package is going but if it left the facility last night, it should have been scanned by the nearest local hub no later than noon today. Because it hasn’t been scanned in another facility in California, my fear is it’s still on its way to Long Island and when it’s scanned it’ll be halfway across the country. If it is in fact still on the way to Long Island, I am out and will happily take your offer.

 

[emlo]

Hey @Atomic Wheels , if the wheels DO wind up in Staten Island, I’ll do whatever I can to try and help get them redirected to the right place (within a reasonable time frame).
I just got home and my gorgeous twheels were there at my door

omg they’re SOOOO GORGEOUS you guys did an amazing job with the custom design, color, engraving, custom centercaps, brushed and tinted finish, air valve hole placement… like these wheels came out PERFECTLY!!! IM SO HAPPY!!

they also came in an as expected/as explained time frame (sorry I was Virgo-ing out of control so there were many self delaying revisions).

Thank you so much @Atomic Wheels.
I feel like the universe responds to positivity with great reward and honor and you deserve it.

I’ll be making a separate post so I can show off these gorgeous wheels. But I feel like I talked so much caca about my new custom R1S wheels that now I have to post a sneak peek…

 

[emlo]

This is Andrew from Atomic Wheels. Honestly, I've always wondered how companies manage to gather negative reviews—shouldn't it be easier to just keep everyone happy by doing a consistently good job? In fact, we used to proudly tell our customers to try finding a negative review about us online because we genuinely worked hard to prevent them.

But here we are. Your first experience with us went smoothly, so I completely understand how frustrating and disappointing this second order must be. Clearly, we messed up, and that's entirely on us.

We recently issued you a partial refund in an effort to ease the frustration caused by this situation. However, if your disappointment is such that you prefer not to wait any longer for the wheels, you absolutely have the option to cancel your order anytime. If you choose this option, we'll coordinate the return shipping to our warehouse in Texas at our expense, refund the full purchase amount, and provide an additional $200—not just for the inconvenience, but also recognizing the value of your time and the financial resources involved.

That said, we still hope you'll give the wheels a chance. They are already in motion and just a few days away. But if your patience has run out, simply let us know, and we’ll begin the refund process immediately—along with the additional compensation mentioned above.

We're taking this situation seriously and already making changes internally to prevent similar issues in the future. Your feedback genuinely helps us grow.

Thanks again for your patience and understanding.

Warm regards,

Andrew
Founder, Atomic Wheels

Andrew- unfortunately, the wheels are in New Jersey as I type this out and there is very little chance they get delivered tomorrow in California after multiple assurances from Santiago and Ricardo they would be delivered to me in California by 5/28. I’m very disappointed. If you can get the wheels delivered to me tomorrow as promised I’ll keep them. I honestly don’t think that’s feasible, but leave that to you, your manufacturer and UPS. If that’s not possible I’ll take you up on your offer of full refund plus $200. I am sure those wheels will make someone happy. Unfortunately, it doesn’t appear to be me.

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