Lack of communication, follow-up, and a genuine resolution
General update to my prior review: On 2/10/25 Napleton Corporate provided a communication that stated "...because we value our customers and want to help find a resolution, we would happily work with Mr. Fuja to obtain a replacement cover at the dealership cost." Corporate’s response initially appeared to suggest that a replacement cover would be provided at their cost/expense. However, the vague wording led to multiple interpretations. To clarify, I attempted to contact Napleton Corporate 4–5 times over the course of a week, leaving my contact information each time and even a voicemail in one instance. Despite these efforts, I never received a single follow up response via phone or email.
Due to the lack of communication, I resorted to sending a screenshot of Corporate’s response to the Napleton Arlington Heights dealership’s customer relations team for clarification. After several days, I finally received a text message stating "...after further review of this - corporate was saying that they can sell a bed cover at dealership cost meaning at a discount... not at the dealership costs." which turned out to be $1,395—more expensive than purchasing the same cover directly from the manufacturer for $1,308.
In summary, Corporate’s response was initially misleading, no effort was made to clarify their position despite multiple outreach attempts, and the supposed “discount” was actually more expensive than purchasing the item independently. The lack of communication, follow-up, and a genuine resolution is highly disappointing.
Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
Attention
We use cookies to personalize content, enable certain functionality, and track site analytics for marketing purposes. You consent to our cookies if you continue to use this website.
Due to the lack of communication, I resorted to sending a screenshot of Corporate’s response to the Napleton Arlington Heights dealership’s customer relations team for clarification. After several days, I finally received a text message stating "...after further review of this - corporate was saying that they can sell a bed cover at dealership cost meaning at a discount... not at the dealership costs." which turned out to be $1,395—more expensive than purchasing the same cover directly from the manufacturer for $1,308.
In summary, Corporate’s response was initially misleading, no effort was made to clarify their position despite multiple outreach attempts, and the supposed “discount” was actually more expensive than purchasing the item independently. The lack of communication, follow-up, and a genuine resolution is highly disappointing.