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(More customer reviews)The customer service is so bad, I challenge anyone to top my story:
After setting up the wagon, I soon discovered that the hinges to the tool box was missing. So one side of the doors would not fully close. Another missing item was the hub cap for one wheel. I didn't feel that was too bad but when the front wheel axle broke, that was it!
I immediately contacted the manufacture in Lake Forest. I am local to their location so I told the rep that I would be willing to drive to their office to pick up a replacement wheel axle. The OnTheEdgeMarketing representative agreed to have me pick up the part thereby eliminating shipping but the rep informed me that he would contact me later in the day to confirm a time. After waiting til the end of day, I contacted the rep again only to hear his apologies and that the part would be instead ready for next day, Friday. Also, I emailed photos showing the break and voicing my concern because I was pulling my kids in the wagon.
Friday came and I never heard from the rep. I contacted him again only to hear his apologies stating the warehouse guys are extremely busy but that the item would be available for Monday.
Monday, I call the rep to confirm the item is available but by now I'm frustrated with them so I ask him to ship it. The rep agrees to ship the product and keep in mind that I'm am local to their location so the replacement part should arrive no later than 2-3 days.
Five days go by and no part, it's another Friday. I contact the rep after waiting 5 days for nothing. He again apologies and states that he will have the part waiting today (Friday) for my pickup.
Later in the day, I get a phone call from the OnTheEdgeMarketing rep stating that his manager will NOT honor the warranty. And that, if I want the replacement part I need to buy it for a discounted $50.00.
They suck, don't buy anything from this company. Their products look cool but are cheaply made and the company does not stand behind their products. They lie.
(also the broken area clealy showed rust stains underneath the paint)
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Black WagonOn The Edge Black Wagon is constructed from heavy-duty frame with a durable all-wood bed and high quality removable black side rails. It features four oversized rubber knobby fourteen inches pneumatic tries for a wide wheelbase to increase stability. This wagon provides comfortable seat pad and comes with built-in stainless steel toolbox.
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