Morimoto/Trail Grid Pro Experience

Hello everyone. This is my first post on this forum (I have been active on others for other vehicles I own), and I want to share my recent experience with both Morimoto and Trail Grid Pro. I am hoping to make others aware of my poor experience and hopefully help someone else avoid the frustration I am dealing with.


EDIT: I spoke to Trail Grid Pro again this morning (they actually called me back). I let them know everything that happened with Morimoto (what they said and how the customer service person acted). They got a manager involved and after a "brief" hold, I was informed that the person I spoke to at Morimoto was not correct, the other items are indeed included and are just shipped separately. Of course no where on any site does it state that, which is frustrating. I will update this again if/when I receive the items. The customer service at Trail Grid Pro was very nice, professional, and helpful, and very apologetic for my experiences so far. I still am not sure about Morimoto products, but after this morning, I feel much better about Trail Grid pro.



TLDR: These two companies refused to help after getting my money, are trying to make me purchase items that are supposed to be included, and have horrible customer service.


I will start with Trail Grid Pro first. I purchased several Morimoto items from this site. I ordered Tail lights, break light, fog lights, and headlights ~ $2500 worth of items. Today, I received the fog lights in the mail. After opening the FedEx box, I discovered that the fog light box looks used, and only includes the lights - NOT the brackets, hardware, or wires (which all show to be included in the kit on both the Morimoto and Trail Grid Pro websites). I reached out to Trail Grid Pro customer service only to find out that they cannot help with anything. They are only a drop shipper for Morimoto and cannot help in any way to get the missing items. I was told they cannot get the missing items, cannot accept returns, and cannot do anything for me. I was told to call Morimoto to address the issue.

I called Morimoto and spoke with the WORST customer service person I have ever spoke to (named Abbey). She was rude, kept putting me on hold while I was speaking, and refused to help. I was told that all the missing items are actually optional items and I have to purchase them separately, even though it says on both websites the items are included. So basically, they sell the lights, but you have to purchase separately the way to mount and connect the lights to your vehicle. No matter what I asked, she would only tell me to reach out to who I purchased the items from because I didn't buy them direct from Morimoto, and therefore Morimoto cannot help with anything I was asking about. When I asked to speak to a manager she said she did not have a manager available and they would call me later, then without getting my information, she forwarded me to a survey and ended the call.

I am not sure of anyone else's experience with either of these companies or these type of items. Please be aware, Morimoto will make you purchase the wiring, brackets, and hardware for the items they sell separately for additional cost (after already spending more on their products than pretty much any other aftermarket item like this), wont help you in anyway if you buy from any other company that they allow to sell their products, and will give you horrible customer service. Also, be aware Trail Grid Pro will not be able to help you with anything they sell from Morimoto and will just tell you to call Morimoto.

Basically, these companies get your money then not care about actually supporting you or helping with anything, or even giving you all the items you purchased that they say are included. I cannot in anyway recommend either company

 

It's not that I'm lazy and don't want to read your very long sob story....

 

HAHAHAHA, I can't blame you, I just wanted to share info. If one person is helped, then its all good.

 

Yeah similar experience with another drop shipper/reseller, they really put in the order wrong for the wrong backlight color (white vs amber what I ordered) and then tried to refund me the difference and said nothing else.

Also looks like a chargeback here, get screenshots of included items on the pages and include that saying it wasn't delivered with the proper items. Make sure to specify this in the compliant. What you got vs what was advertised.

If you are looking to order other Morimoto or other parts see if @memario1214 has them! He was really good with getting me the XB Evos and had excellent comms.

 

Hmm, I’ve ordered the Kicker speakers and Morimoto Evo headlights from them and everything came fast and as described.

 

That is great that you had a good experience. This was my first experience with them and all I can say is that I didn't receive everything I paid for, and Trail Grid Pro told me they cannot do anything to help me since they are "just" a drop shipper. They are claiming that I cannot even process a return through them and that it has to go through Morimoto. Morimoto is saying they wont help since I didn't buy from them. So I am stuck with lights I cannot use or mount, and neither the manufacturer nor the seller care to do anything about it. They got their money, that is all that matters apparently.

 

Thanks for the advice and the suggestion, however, due to this experience, I will never buy another product from Morimoto or Trail Grid Pro. Not that they care about losing one customer.

 

They sure burned that bridge with you in a big way. I bought stuff from them too and I wasn't impressed either. Lesson here is to try and go directly to the manufacturer and not buy through a middleman, no value added at all.

 

Good point, and while I agree with you about going to the manufacturer directly, in this case the manufacturer is telling me I have to pay extra for things that they themselves say are included. But, lesson learned, for future purchases, I will be dealing direct with the manufacturer as much as I can.

 

Can't you report to the credit card as a scam or something. This is ludicrous. I have a list of things to buy fro them but I will skip that now.

 

UPDATE: I spoke to Trail Grid Pro again this morning (they actually called me back). I let them know everything that happened with Morimoto (what they said and how the customer service person acted). They got a manager involved and after a "brief" hold, I was informed that the person I spoke to at Morimoto was not correct, the other items are indeed included and are just shipped separately. Of course no where on any site does it state that, which is frustrating. I will update this again if/when I receive the items. The customer service at Trail Grid Pro was very nice, professional, and helpful, and very apologetic for my experiences so far. I still am not sure about Morimoto products, but after this morning, I feel much better about Trail Grid pro.

 

Never had issues with TGP and always got everything I ordered including my Morimoto headlights. I have heard Morimoto themselves are a bit of a pain to deal with.

For "fogs" I went OEM LED instead of aftermarket since I will put on real fogs when I want.

 

I am glad to hear that others have had good experiences with Trail Grid Pro. I just hope I never have warranty issues I have to deal with Morimoto for.

I want to eventually add more lights and real fogs one day, but my boss (aka the wife) has agreed to do mods, but only if I go slow. So, I am picking and choosing what to do trying to keep her happy and get what I want. I just have to be careful because one day she is going to throw out the “you spent XX amount of money on your 4Runner, now I need…”. lol