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

[Atomic Wheels]

We will of course issue you a refund. Unfortunately, UPS decided to act on their own and updated the delivery address for only one wheel—sending the rest to the original address despite having assured us that everything would go to the corrected address.

That said, this mix-up is entirely our fault, and we apologize for the inconvenience. It’s a valuable lesson for the future. Thank you for your understanding.

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[emlo]

So after a week delay the wheels were rerouted through New Jersey and made it to my home. I was honestly really considering taking Andrew up on his offer. I was done. I opened just one box just to see what I was returning and I was blown away with the wheel. It was honestly better in person than what I imagined and what was sent over via photo/ video.

Aleks reached out and we worked something out (to my satisfaction) to compensate for just all the issues I had encountered. I’d like to thank Andrew, Santiago, Aleks and Ricardo. They all did everything they could do to make it right. Ricardo even called me personally to help which meant a lot (he even called me back after I butt dialed him lol).

While the experience started off bad, Atomic wheels did the right thing and took care of me. They’ve certainly kept my business and I will DEFINITELY consider them for my future wheel purchases.

 

[Atomic Wheels]

So after a week delay the wheels were rerouted through New Jersey and made it to my home. I was honestly really considering taking Andrew up on his offer. I was done. I opened just one box just to see what I was returning and I was blown away with the wheel. It was honestly better in person than what I imagined and what was sent over via photo/ video.

Aleks reached out and we worked something out (to my satisfaction) to compensate for just all the issues I had encountered. I’d like to thank Andrew, Santiago, Aleks and Ricardo. They all did everything they could do to make it right. Ricardo even called me personally to help which meant a lot (he even called me back after I butt dialed him lol).

While the experience started off bad, Atomic wheels did the right thing and took care of me. They’ve certainly kept my business and I will DEFINITELY consider them for my future wheel purchases.

Thank you for sharing your experience publicly. While I won’t pretend it was easy for us to read, it pushed us to take a hard look at where things broke down—and that’s exactly what we needed.

Your post helped us identify concrete points of failure in our process, and we’re already working on improvements based directly on that. One of the ideas we’re actively exploring now is creating a customer portal or app to provide real-time updates on order status—so future customers aren’t left guessing, especially during unexpected delays.

We’re glad the wheels lived up to your expectations in the end—and even more so that the team was able to make things right. Thanks again for not staying silent. That kind of feedback is what helps us move forward.

Andrew

 

[emlo]

Thank you for sharing your experience publicly. While I won’t pretend it was easy for us to read, it pushed us to take a hard look at where things broke down—and that’s exactly what we needed.

Your post helped us identify concrete points of failure in our process, and we’re already working on improvements based directly on that. One of the ideas we’re actively exploring now is creating a customer portal or app to provide real-time updates on order status—so future customers aren’t left guessing, especially during unexpected delays.

We’re glad the wheels lived up to your expectations in the end—and even more so that the team was able to make things right. Thanks again for not staying silent. That kind of feedback is what helps us move forward.

Andrew

I do believe some tracking system would be very helpful and I hope you provide that for customers who are ordering custom design wheels. It gives us a better perspective or where we are in the process. Order-> design-> design approval-> production-> production finish/QC (photos)-> shipping -> delivered. It would also be good to share expected times in each after preceding step was complete. And maybe perhaps address confirmation prior to shipping - given my issues.

 

[Atomic Wheels]

I do believe some tracking system would be very helpful and I hope you provide that for customers who are ordering custom design wheels. It gives us a better perspective or where we are in the process. Order-> design-> design approval-> production-> production finish/QC (photos)-> shipping -> delivered. It would also be good to share expected times in each after preceding step was complete. And maybe perhaps address confirmation prior to shipping - given my issues.

We assure you that we’re working on all of it. This is a case that helps us learn and improve, and without a doubt, we will do so. We truly appreciate your patience, and we hope you enjoy our wheels!

 

[DayTripping]

So after a week delay the wheels were rerouted through New Jersey and made it to my home. I was honestly really considering taking Andrew up on his offer. I was done. I opened just one box just to see what I was returning and I was blown away with the wheel. It was honestly better in person than what I imagined and what was sent over via photo/ video.

Aleks reached out and we worked something out (to my satisfaction) to compensate for just all the issues I had encountered. I’d like to thank Andrew, Santiago, Aleks and Ricardo. They all did everything they could do to make it right. Ricardo even called me personally to help which meant a lot (he even called me back after I butt dialed him lol).

While the experience started off bad, Atomic wheels did the right thing and took care of me. They’ve certainly kept my business and I will DEFINITELY consider them for my future wheel purchases.

Glad it all worked out. Can you post some pics of your new wheels?

 

[emlo]

Glad it all worked out. Can you post some pics of your new wheels?

 

[DayTripping]

Those look pretty sweet. Can't wait to see them mounted on the truck. What tires are you using?

 

[Ldiggs910]

We assure you that we’re working on all of it. This is a case that helps us learn and improve, and without a doubt, we will do so. We truly appreciate your patience, and we hope you enjoy our wheels!

https://www.rivianforums.com/forum/threads/another-public-flaming-of-atomic-wheels…-satire-they-really-came-out-amazing-pics-vids-inside.46131/

sometimes you have to balance the bad with the good!

 

[boosted20v]

Glad it all worked out in the end, those are dope!

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