Thule Reviews

I own a Land Cruiser fitted with Toyota racks, purchased Thule Kayak carriers Hull-sport Pro 837, K-Guards 840 and 874 supports, due to difficulties working with Toyota rack profile, decided to purchase Thule racks wing bar, assuming that all parts can be fitted ‘plug and play’, actually none of them can be fitted without changes, 835 requires extra T track adapter 881, 874 is for the garbage, impossible to install and the remaining require longer bolts by approximately 10mm
I can provide photos with the problems
Thanks
D. Theodoropoulos

We called support to get the correct part to attach our Thule chariot to our ebike. The sales rep said which part to get that would fit, and did not explain that if it didn’t fit that we couldn’t return it! So here we are, sitting with a useless part that doesn’t fit and we can’t return it! It’s still in the packaging...and they won’t take it back. Your service is poor! Not impressed, would not recommend.

Horrendous customer service. Ordered an item listed as in stock a month ago only to have them tell me two weeks later it was out of stock. Have been trying for two weeks now to figure out when the item will actually ship. In one response it's 24-48 hours then days later still no action and no response from customer service. Now going on a week with no response from customer service.

Customer service batted off my issue without answering my queries, or using a spell check ;) ...see below.....
My email to Thule
21 Apr 2021, 14:46 CEST
Hi, My wife does a daily commute to and from work (11km each way on the road) carrying our 4yr old boy to school in a Chariot Lite 2 blugrass and yesterday her left rear wheel exploded (the spokes became loose and then it collapsed). Luckily this happened on a flat section and she heard the noise and stopped (just before there is decent where she often reaches 40 kph on a busy road). Firstly I am very surprised this happened as I do a monthly check on the chariot and parts. Her riding conditions are all year round in sun, rain and snow but ALWAYS on the road. I am now very concerned that even if I can get a replacement wheel, that this could happen again on the RHS wheel or the new wheel. Do you have any feedback on this issue? Also, where can I order the replacement wheel -
1540192448 Wheel Assy LH.
Thanks Ryan
Thule Support (Thule)
Reply
22 Apr 2021, 10:05 CEST
Dear Mr Bloodworth,
thank you for your inquiry.
We are very sorry for what happened. Unfortunately a direct handling with Thule is not possible because you are living in Switzerland.
But you can handle this case with your dealer or with the swiss distributor Tour de Suisse. The y can haelp you to geht some spare parts.
Please send a copy of the invoice to them and also the photos.
tds-rad.ch
Kind regards
Thule Service Center
(I have deleted the agent that delt with the issue)

Superb customer experience. Asked a very quick question on a desired product of theirs and they responded very fast covering any doubts i might have. Conversation took place in facebook.

My Hullavator failed after just a few years. Plastic plate snapped, rust, gas struts stopped working, arms snap back dangerously and do not lock into place. In February 2021 I contacted Thule with these concerns and forwarded photos. Patti from Customer Service agreed that this is covered under Lifetime Warranty and promised to ship a new Hullavator at the end of March. A few days before promised shipment I received an email from Sasha at Customer Support indicating my shipment would be delayed until mid-June due to "back order". I called Thule and spoke to Julio, who called the warehouse and confirmed that yes, my Hullavator was in stock and would ship on March 31st. On March 31st I recieved an email from Customer Support Supervisor Bart: "it turns out we are waiting certain parts from overseas that have been delayed. We supposed to have them already and that’s why you were told it would be delivered earlier. I am sorry for the inconvenience and wish I could provide a date but until we get those parts we won’t know how long this may take." I am suspicious that Hullavators are being shipped on time to paying customers and that Lifetime Warranty customers such as myself are being given the run around. I'll be contacting the Better Business Bureau next.

Excelent and fast help

Quick and correct respons

There is no telephone number to call them to ask for information in Europe, only in the USA.
There are also no big show rooms to see their product in the Netherlands. Very frustrating.

Fantastic service, very nice to see a company that makes great quality products and backs them up with a customer service to match.

I have Aeroblades on my Jetta Sport Wagon and the Stacker canoe carrier. I love them both and have got a lot of use out of them. I have carried everything from ladders, to doors, to lumber without issue.

Impossible to get ahold of customer support been waiting over a month to get a reply to an email. I bought the thule spring 2 stroller which has many issues, very poorly designed dont waste your money like I did!
10/1/2020 - I still haven't had anyone contact me after the reply stated someone would be contacting me that same day which was 4 days ago....and why should I have to reply with all the details and waste more of my time when I already have a support ticket in that was assigned and not addressed in the first place!