Great overall product and customer support experience. I even received my rack a few weeks earlier than I was expecting. Customer service answered all my questions regarding my rack before purchasing and the purchasing process was super smooth.

I really want to like this company. They make really good products. But every time I try again to like them, their customer service essentially begs me not to. They refuse to respond to emails, provide little no updates on shipping, and dont seem to care if the products they send you dont work as anticipated. I understand that they have a lot of orders, but this is basic stuff. Even if my order is delayed, you can tell me it is, instead of hoping I forget. They had time to like my instagram story about a sub-par product they made, but not to offer any kind of support. Absolutely wild.

I purchased the Prinsu roof rack for my 2021 Tacoma cab. During installation one of the screw broke inside one of the crossbar. I contacted Prinsu through their Contact Us. They responded the very next day saying they’re sending out to me a new crossbar with the hardware. 2 days later I received the new crossbar. Prinsu has super awesome customer service. I will definitely be buying from them again.

Hi everyone,I used to be a big fan of prinsu, but wanted to give a warning about Prinsus terrible customer service.I have a camper shell top rack, purchased used, for my camper shell. The vehicle was hit by a drunk driver, and warped the side rail.I called prinsu and asked if I could purchase the replacement parts, as it would be a big hit to have to repurchase the entire rack.After waiting several minutes on the phone,  the customer service rep said they wouldnt because they had to run all the peices for the rack through the laser cutter at the same time in order to avoid waste. I said ok, and asked if there were any straight defect pieces that I could purchase. He said that my only option was to buy an whole new rack. He then asked if I tried bending it back. I told him that I was unable to.He then said that my situation was a bad deal. He then said, if there is anything else I can help you with let me know. I told him that I was disappointed, and he hasnt even helped me with the first. He then got off the phone.I then looked at the rack and realized that there are only two pieces that are laser cut. So I called back and asked the same CS rep if I could purchase both peices. I asked him why it was an issue since there are only two pieces that are laser cut, the rest is hardware and extruded aluminum t-bars. He seemed taken back that I called him out on this logic. He then said that they would not sell them individually.I asked why they would not help, and why I had to purchase another entire rack when it was not my fault that the vehicle was hit. He said that is not our policy.I then called and talked to the manager, he apologized that the CS rep lied about the reason why they would not sell the side panels separately, but said he would not sell them due to people trying to buy just side panels. I told him that I would be willing to send back my current panels as proof that I am not gaming the system.After checking with his boss, he told me the best he could do is 10% off a new one. Hardly helpful to someone in a bad spot.Going forward I will be looking at victory 4x4 and other options.  Shame on you Prinsu!

I bought a Prinsu roof rack after much research and deliberation. Im extremely happy with the product, and the installation is easy enough for one person to do in an hour or so. After I ran into some issues with accessories and spacing on the rack, I spoke with an extremely helpful and professional representative named Michonne (I hope Im spelling that correctly). Michonne demonstrated excellent customer service and total commitment to helping me with my issues as I spoke with her several times over the course of a few weeks. Needless to say, shes the reason why I would recommend Prinsu to anybody searching for roof racks or related accessories. Its so refreshing to find a company that still aims to satisfy customer needs, even after the transaction has completed. Thanks for all of your hard work and diligence, Michonne!

After multiple calls to prinsu and CBI I received no answer and finally gave up. Also, there is zero inventory for off-road supplies in-store, there are only bicycles on the showroom floor.

Honestly, a complete lack of customer service had made me hesitant to even use their product so far. I reached out with a question about their rack and never got a response. Not wanting to miss their sale, I ordered anyway and then immediately emailed them and used their chat with questions. Still no responses. I then tried calling twice (no answer) and left another email. It has now been weeks with no response. My rack is sitting in the box it came in because I’m not convinced it will fit or if I even want it. This complete lack of support from the company has made me second guess keeping the rack at all. I’ve been looking forward to a prinsu setup for years and this is a disappointing start. Just my experience, there seems to be lots of happy customers. Maybe I’ll enjoy it even without their help but it’s still worth considering this when purchasing.

Cant seem to get a hold of anyone via email or on the phone. Had questions about a roof rack before ordering. No one ever responded. Ended up taking my business elsewhere.

Ordered a rack for the Subaru Forester. Short lead times, excellent customer service and support.

Prinsu makes great products! They offer racks for almost any truck you can think of! Super slim and simple design. Easy to install as well! Love my Prinsu rack!

Ordered the 5th gen 4runner full bolt down rack. Customer service was really responsive when it came to ordering however, after receiving the product I had a few issues and couldnt get a hold of anyone. The rack has potential but seems to be in its development phase with little R&D. I had to modify the spacers to provide enough space so the rack mounts didnt rub the roof. Broke (not stripped) two screws hand tightening them down. The rear crossbar didnt clear the shark fin antenna (which it says will) and the rack looks like it sags in the middle (about 1/4) which I was later told it was supposed to do to keep the rack secure.When I finally got a hold of customer service, they seemed like they wanted to help. I asked about a smaller 1 rear crossbar instead of the provided 2 as the instructions indicated. I only got 2 and was told they no longer make the 1 due to it spinning when attaching mounting brackets. I was told the rails had another hole to mount the 2 crossbar vertically instead of horizontally but mine did not. They were supposed to ship new rails but instead shipped the 1 crossbar that I was told they no longer made and that was an old version. I guess I got the old version rack?All and all there may be potential for the rack after a few more adjustments.

Posted an ad for meet and beat and when I submitted the request they denied it because for stipulations that were not on the advertisement. False advertisement

Placed an order for Heritic mounts on 5 Jan 2019, they just sent them in the mail on 14 Jan 2019 after talking with Adventuron that is a third party retailer which got envolved with shipping of the product. Poor shipping of products in a timely manner. This is not the first time, but the second was with the Wind deflector cut out. Two weeks to ship a product is unacceptable. If you buy a rack, understandable, it could be up to 6-8 weeks as they fabricate it as ordered. Mounts ?.....come on, someone is not doing their job in shipping area