A word of warning for those considering ordering from Summit Hydraulics — if you receive a faulty product from them they will not refund any shipping charges you have paid to have said faulty product shipped to you.
For example, if you (like me) order a hydraulic sidelink kit from them (which doesn’t quality for their “free shipping”) and pay $45 to have it shipped to you, when the product is found to be faulty they will refund the cost of the cylinder but not the $45 because the product was faulty but in their view the shipping was not (since it arrived undamaged).
Certainly not what I expected from a forum vendor that advertises “satisfaction guaranteed” and their FAQ specifically states they are happy to refund shipping costs to return an item if the item is faulty. Apparently they are not happy to refund the original shipping cost the customer is out.
Figured I’d share here so others can avoid similar frustration and choose to shop elsewhere.
Dear Drumminj,
We extend our sincerest apologies for the inconvenience. It has come to our attention that the handling of your situation did not align with our company's policy, particularly regarding shipping charges for returned defective orders. We acknowledge that a mistake was made, and it is evident that the actions taken by our representative fell short of our service standards.
We want to assure you that we have already initiated a comprehensive review of our training procedures to prevent such discrepancies in the future. To rectify the situation, we have processed a full refund for your order, including the shipping charges.
We deeply regret any frustration this may have caused you and are committed to making things right. Should there be any further assistance you require or any additional feedback you would like to share, please do not hesitate to contact us. We value your business and hope to restore your confidence in our services.