So many people have raved about Rack Attack. With that in mind, I finally made a purchase on something big that we've been wanting and it was quite painful. 1) I placed an order online and made a note to have a custom key and lock to match my existing roof box. Everything was inputted (address and credit card with an online order number). 2) I was emailed from customer service saying it would be an extra fee. Not a problem at all and we confirmed what I wanted. A revised invoice was sent to me. But I had to call in with my credit card number -- that was strange to me since I had already placed the order previously on my original order. I was even suspicious thinking it might have been spam asking for my credit card number. However, after calling, it seemed to be okay and I provided the information over the phone. 3) Days later, then I get another email saying you need my mailing address because my parts were all in. This confused me even more because why wasn't I asked that previously? Or wasn't picked up from my original order. Like I mentioned, both my credit card and mailing address were all entered in my original order. Either way, I responded with my mailing address so it would be shipped to me. 4) When the bike rack finally arrived to me, it was missing the custom keys entirely that started this whole back and forth. Customer service was contacted again and I was assured it would be looked after. 5) Days passed and still no answer, we had to reach out and turns out, it wasn't addressed yet as a result of vacation on whoever was in charge of looking into this. 6) Keys and lock were finally acquired from two separate stores (Ottawa and Calgary) and shipped to us. I just feel like the back and fort, missing information and constant miscommunication with different people was frustrating. I am happy with the product and that has been exactly what I wanted but I was disappointed in how the customer service was handled.