Prinsu customer service: OMG what a joke

TLDR: 6 weeks after charging me $1k and they've sent me on a quest wondering if a person is on the other end of anything I've done and provided me two parts kits missing the same parts.

I am just so flabbergasted at how laughably stupid these people are. I ordered the roof rack for my 3rd gen TRD pro because it seems to have a good reputation as a solid rack. It took a month to arrive but they charged me on day one. Fine, I'll grumble but accept their excuse of being a small outfit with growing pains.

So it arrives in about a month. I start the install only to realize they didn't include the rubber washers that are supposed to go under the feet to protect the roof. They instead included a bunch of extra screws you don't need. Mother fucker, a whole month and you fuck this up?!

So I go to the website and finding useful contact info is a challenge. I use the little annoying text box that keeps popping up in the corner. Thanks for you message but it's not business hours. Fine! I'll wait the weekend out for help.

I get a text on Tuesday, that's right, crickets on the "business day" Monday. The text says "sorry, this department doesn't deal with fuck ups, contact our warranty department here (link for my phone)". Link takes me to a woefully inadequate website for a phone. Fill out this long form, they say. Include you order number, they say. Sure, that makes sense. Attach an invoice of your order, they say. Wait, I just gave you an order number, you don't trust your own system? You didn't provide me with an invoice, just an email confirmation. I guess I'll save the email as a PDF and attach that. Upload: we can't accept this type of file for security purposes. The fuck? I guess I'll screen shot my email in three separate pics because it doesn't fit in one screen and upload all the pics??? Now provide proof of your problem, they say. Trust issues with your customer dropping $1k on your products huh? OK, here's a pic of your hardware packages with too many screws and no rubber washers. Also describe your problem here, they say. Also here is another box with slightly different wording you're required to fill out that also describes your problem. At this point I'm starting to wonder if any of this will work. I submit the form...no confirmation, no confirmation email, did all this bullshit even go to a person???

Get response the next day saying they are on it (that's right, this business day they're actually at work!). A week later, a package arrives in the mail (standard shipping, not express or anything for fucking up a really expensive order that took a month to fulfill). And the package has a parts kit, the full parts kit and you guessed it, THERE'S NO FUCKING RUBBER WASHERS IN THIS ONE EITHER!!!

So here I am, 6 weeks after paying them $1k and still have an incomplete part and am stuck going back to the "warranty team" wondering if these idiots will ever just mail me the $5 worth of washers they promised. Side note, these are supposedly "EPDM washers" and they are supposedly different than neoprene washers that are readily available at hardware stores. Otherwise, I'd would've just said fuck these idiots from the beginning and go to home depot.