OFF-THE-ROAD Reviews 43

As many other reviews say, the customer service is terrible, with arrogant and condescending replies that do nothing to solve the problem. On top of that, several of the products I received were of questionable quality. In my opinion, and based on my experience as a customer, this is a site to avoid.

Great communication & help, exceptionally fast shipping, great choice of parts for my T7

This guy from the customer service of OTR is super unfriendly and rude (as written in other reviews too). He is not interested in helping customers, instead he spents decent time trying to proof people wrong. See the reply to this and other reviews, it says it all. He keeps not getting the point and blaming me for my poor choice instead.
I ordered a Tractive Cartridge Kit (-20mm) to lower my Tenere. I was not happy as it reduces 30mm of travel (205mm to 175mm) instead of only the 20 mm of overall fork length. I measured everything on the actual parts and as an suspension engineer I know exactly how to do that. He has just very little knowledge about suspension technology and sells wrong parts.
After spending 1500€ for this Kit, I have been left on my own and disappointed. No solution was offered, neither for return, nor for rebuild (which I would've also paid).
Also I had to wait more than 3 months!! for the parts. This delivery time was never mentioned at any point and I had to ask them a few times for the actual delivery date and they failed repeatedly.
UPDATE 11/25: After a very short Email conversation directly with Tractive, they've rebuild the cartridges to longer travel and sent it back to me (Props to them).
Apparently for OTR supporting a customer who spent around 3000€ within a few weeks was not an option. No more money will be spent to them ever again!!

i have order from parts for my Yamaha tenere and they came Damaged!

i contact DHL and they told me they will pay back the seller and still till today from January till May they keep ignoring my email and i have contact them by phone and the asked me to send email again they still not answering and keep ignoring VERY UNPROFESSIONAL!! VERY BAD CUSTOMER SERVICE DON'T ORDER FROM THEM!!

I'll start by saying I used the Off The Record app, and the setup was incredibly easy! I was matched with William, and while I initially didn't want to hire a lawyer, I felt it was the best choice to make sure my time was well spent and I was properly prepared.

From the start, William demonstrated excellent customer service. He was responsive by phone, answered all of my questions thoroughly, and never made me feel like he was too busy--even though I know he has a full caseload. It truly felt like I was his only client, which speaks volumes about his dedication.

We scheduled a time to meet in court, and William arrived promptly, well-prepared, and professionally presented. He walked me through the entire process, explaining everything from start to finish, including potential outcomes. While waiting for the judge, we had a pleasant and insightful conversation--he comes across as not only a knowledgeable attorney but also a kind and grounded family man.

I truly believe William's representation was the key reason my ticket was dismissed. I left court feeling like a huge weight had been lifted. While I have great respect for the police/sheriff department and the service they provide is all, I had an uncomfortable experience that I'm grateful to have resolved with William's help.

Thank you, William, for your prompt and professional support. Wishing you continued success--I highly recommend your services!

Recently order sprockets kit for Tenere. Delivery delayed for 2 weeks. What i receive is totally different set, from VStorm. Reaching support and they decline everything, even that part codes are not from the order. They only offer return on my costs with partial refund. Disaster ...

Poor poor poor customer service. Can't trust them. I decided to return new/unused rally seat for T7. They refused to return the money and sent me pics of some used item claiming I sent it used. There are only two options. 1. Someone in parcel company wanted to try it 2. Someone in OTR wanted to try it. The final situation is that I payed 300Euros 4 months ago and my seat is still in OTR. No seat no money. Watch out!

Inferior customer service. Items advertised as in stock - not in stock.
After one month of waiting I requested a refund as they failed to reply when asked to give some estimated availability date.

Ordered a front wheel. Deadlines of delivery were missed, but the wheel arrived. After checking, it was not what I'm ordered, rim was totally different from what was indicated in the description. Direct contact doesn't have any success: they mentioned cause it's handmade they do not accept returns. And they don't care that they send the wrong wheel. After few messages start ignoring any new messages.
Only when I created a dispute in PayPal did they start talking, and offered to pay for shipping in 2 ways + pay for a new rim which is mentioned in the description. So fix the fault on my costs! Not an acceptable solution.
Now the dispute has continued for more than 1 month, I still don't have a refund.

Was a bit confused with mixed reviews here before my order. Contacted the seller my mail before to check the actual stock status and when they would ship if i placed the order.
Got my response within the day, placed the order and it was shipped from Germany to Sweden within 2 days.
This purchase and interaction deserved 5 stars=)

Avoid this company!! Bought pannier racks for my XR650r. Delayed for months, didn’t fit. Had to do quite extensive bending and welding and drilling before I finally got them on the bike. Embarrassing

I admit I was worried seeing the reviews and if I would have read them before ordering I probably would have had second thoughts. Maybe I am amongst the lucky ones but for me all went smooth. The communication (email), order and delivery were great. No issues with the products (crash bar and barkbusters) and the delivery to RO was 5 days (ordered on the 1st, received the products on the 6th). Will order again from them soon.

Worst service ever in 15 years ordering over the internet. One month and the parts haven't left the country yet. Nothing but excuses but no action to solve the issue. If you order something for your current bike go somewhere else as it probably arrives after the bike is worn or never... Scam if you ask me!

Products are High quality
Prices are excellent
Communication Excellent
Delivery Very fast
Will be back for more

I bought a saddle for a yamaha tenere 660 in this store. An old saddle with a new upholstery arrived, the store decided to appropriate the deposit for my old saddle, at first they threatened to take half of it, allegedly for the poor condition of my saddle, and then they wrote that they would not return anything. It is unrealistic to return your money if you paid with a bank card and do not live in Germany!!! Be careful they will find an excuse to deceive you, no trust!

Good and fast service, no problems!
I payed before delivery and products arrive after 2 weeks.
I can recomend👍

I think that negative feedback's are written by competitors.
I have ordered parts 2 times, everything was smooth and fine. I have asked some questions before buying and got very quick response. Recommend it!

I must reply to Off-the-road.de.
I did made my order by e-mail. But off-the-road.de didn't process the order. Why not, I don't know.
Then I send several mails to www.off-the-road and asked them to process my order. Nothing happened. Then I called Thorsten Haberkamm by phone. He said he couldn't help me by the phone, and that I should send a new e-mail, then he would process my order.
I send this new email as agreed. But still nothing happened. Then I called www.off-the-road again. And asked them to process my order. Also I told them that if then didn't process my order, then I would make a review of Off-the-road.de about their poor customerservice and support.
If I have a bad experience with a company, it is my legal right to write a review on trustpilot. This is not a threat, this is not blackmailing, this is not extortion - this is just fair to tell Off-the-road.de, what I would do, if then will not process my order, as they earlier has promised.
I have not paid Off-the.road.de any money. But I have placed the order by e-mail. Then I expected, that they will ask for a money transfer, and then send me product.
But Off-the-road.de did nothing. This is not good customerservice, and this is the reason, that I write this review on trustpilot.
Off-the-road is now threating me to take legal actions. They are welcome to this.
It is not forbidden to orientate a company, that I will make a review on trustpilot. This is not a threat or blackmailing. This is just fair to tell Off-the-road.de about my intentions, before I do it. Then I give Off-the-road.de a fair chance to improve their customerservice.
I have full documentation about it all via the corresponding e-mails between me and Off-the-road.de.
I have used Off-the-road.de before with succes. Now they apparently have some problems/issues with their customerservice and support by mail - and I will never do busines with them again.
I am sorry to write this - and I don't feel better in anyway. This is not revenge, this is just plain information about a company, that should have a better customerservice and support.

Bought spokes. Fitted to rear wheel to find they are all wrong. Front spokes wrong length. No reply to email until case opened through paypal. Won't refund because I opened a case. DO not trust or use these cowboys.

Excellent service, lightning fast replies to emails.
Ive bought from OTR two times now, and there is nothing to complain about.
Only little thing i could think of is that parts that they are missing(dont have in storage) doesnt say anything about that, so there was like 2days extra waiting for my powercommander, but yea, its not really a big problem :)
Orders and requests gets handled fast, shipping is within expectation aswell and prices are competitive.
You dont need to have any doubts when ordering from them. Im from norway if thats to any help.