I really wanted to like this product.
I ordered a Wheels & Feels drawer and sleeping-platform system for my Toyota 4Runner on April 27. Their order confirmation said the system was already in production and would be ready to ship in 5–6 weeks.
I also told them immediately that I had trips coming up and needed enough time to install the system, organize the truck and test everything before leaving.
That turned into a five-month ordeal.
The original Wheels & Feels delivery estimate
In early May, Wheels & Feels told me my drawer system was scheduled for production and shipping on June 16.
I was actually willing to pay an expedite fee because I wanted it in time for an upcoming trip.
June 16 came and went.
No drawer system.
On June 25, Wheels & Feels contacted me and said the June date I had been given “was not correct.” They apologized for production delays and told me my order was now scheduled to ship sometime in August.
At that point I was still being pretty patient.
August arrived. Still no drawer system.
By August, I had a September overlanding trip to Arkansas approaching and still had no firm production or shipping date.
I emailed again.
Then I texted.
Then I called.
Then I used their online messaging system.
On August 17, Wheels & Feels apologized for the lack of communication and said they would check with their scheduler.
I told them I needed the system delivered by August 28 or I was going to have to cancel and make other arrangements.
I never received a firm ship date.
I cancelled the Wheels & Feels order
On August 20, more than 16 weeks after placing an order that was originally supposed to ship within 5–6 weeks, I formally cancelled it.
I sent the cancellation by email and also contacted them by text and voicemail.
I asked them to cancel the order, refund the payment and confirm.
No response.
On August 24, I followed up again and told Wheels & Feels that I had disputed the charge with my credit-card company.
I also specifically wrote:
“Please consider the order cancelled and do not proceed with production or shipment.”
Still no response.
So I moved on.
I bought a Gobi roof rack, changed my camping setup, put the rooftop tent back on the truck and went on my Arkansas trip without the drawer system.
Then the Wheels & Feels order showed up anyway
Fast forward to October 1.
Two enormous boxes from Wheels & Feels showed up at my house.
Seriously.
By then, the order had been cancelled for more than a month and my credit-card dispute was already underway.
The boxes remain unopened.
I immediately contacted Wheels & Feels again, explained that the order had been cancelled in August, and asked them to provide prepaid return shipping or arrange pickup.
That is where things currently stand.
My Wheels & Feels review so far
This isn’t a complaint because a custom product took a little longer than expected.
I understand production delays happen.
The problem is the sequence:
I was originally told 5–6 weeks.
Then I was given a June 16 production/shipping date.
Then I was told that date was incorrect and the order would ship in August.
August arrived without a firm date.
I repeatedly tried to get an answer.
I cancelled the order.
I received no response to the cancellation.
I followed up and explicitly told them not to manufacture or ship it.
More than a month later, the drawer system arrived anyway.
That’s not the experience I expected when I spent more than $1,100 on a drawer system.
The frustrating part is that I actually wanted the Wheels & Feels system. I liked the design, I was excited to install it, and I was willing to be patient when the first delay happened.
Eventually, though, I needed to make plans based on something more reliable than “hopefully soon.”
For now, the two unopened Wheels & Feels boxes are sitting in my garage while the credit-card dispute is resolved and I wait for return instructions.
I’ll update this post when I know how the story ends.
I ordered a Wheels & Feels drawer and sleeping-platform system for my Toyota 4Runner on April 27. Their order confirmation said the system was already in production and would be ready to ship in 5–6 weeks.
I also told them immediately that I had trips coming up and needed enough time to install the system, organize the truck and test everything before leaving.
That turned into a five-month ordeal.
The original Wheels & Feels delivery estimate
In early May, Wheels & Feels told me my drawer system was scheduled for production and shipping on June 16.
I was actually willing to pay an expedite fee because I wanted it in time for an upcoming trip.
June 16 came and went.
No drawer system.
On June 25, Wheels & Feels contacted me and said the June date I had been given “was not correct.” They apologized for production delays and told me my order was now scheduled to ship sometime in August.
At that point I was still being pretty patient.
August arrived. Still no drawer system.
By August, I had a September overlanding trip to Arkansas approaching and still had no firm production or shipping date.
I emailed again.
Then I texted.
Then I called.
Then I used their online messaging system.
On August 17, Wheels & Feels apologized for the lack of communication and said they would check with their scheduler.
I told them I needed the system delivered by August 28 or I was going to have to cancel and make other arrangements.
I never received a firm ship date.
I cancelled the Wheels & Feels order
On August 20, more than 16 weeks after placing an order that was originally supposed to ship within 5–6 weeks, I formally cancelled it.
I sent the cancellation by email and also contacted them by text and voicemail.
I asked them to cancel the order, refund the payment and confirm.
No response.
On August 24, I followed up again and told Wheels & Feels that I had disputed the charge with my credit-card company.
I also specifically wrote:
“Please consider the order cancelled and do not proceed with production or shipment.”
Still no response.
So I moved on.
I bought a Gobi roof rack, changed my camping setup, put the rooftop tent back on the truck and went on my Arkansas trip without the drawer system.
Then the Wheels & Feels order showed up anyway
Fast forward to October 1.
Two enormous boxes from Wheels & Feels showed up at my house.
Seriously.
By then, the order had been cancelled for more than a month and my credit-card dispute was already underway.
The boxes remain unopened.
I immediately contacted Wheels & Feels again, explained that the order had been cancelled in August, and asked them to provide prepaid return shipping or arrange pickup.
That is where things currently stand.
My Wheels & Feels review so far
This isn’t a complaint because a custom product took a little longer than expected.
I understand production delays happen.
The problem is the sequence:
I was originally told 5–6 weeks.
Then I was given a June 16 production/shipping date.
Then I was told that date was incorrect and the order would ship in August.
August arrived without a firm date.
I repeatedly tried to get an answer.
I cancelled the order.
I received no response to the cancellation.
I followed up and explicitly told them not to manufacture or ship it.
More than a month later, the drawer system arrived anyway.
That’s not the experience I expected when I spent more than $1,100 on a drawer system.
The frustrating part is that I actually wanted the Wheels & Feels system. I liked the design, I was excited to install it, and I was willing to be patient when the first delay happened.
Eventually, though, I needed to make plans based on something more reliable than “hopefully soon.”
For now, the two unopened Wheels & Feels boxes are sitting in my garage while the credit-card dispute is resolved and I wait for return instructions.
I’ll update this post when I know how the story ends.