Backcountry.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hi [redacted] , Thanks very much for letting us know about this situation and I do apologize if our outreaches have been a bit of a bother This absolutely is not our intention as we only look to help our fellow outdoor enthusiasts find the gear that works best for them and what they do and if not that, at least get each other stoked out by the outdoor pursuits that we all share I've reached out to the team that handles the outreach contacts to make sure that you are not contacted going forward by this team, your phone number and email address have been taken off of our databases and I've unsubscribed you from all of our email outreaches If you happen to place another order with us you will still get the order and shipping confirmation emails as well as return confirmation emails if you happen to return the items already purchased but no other should show up highlighting any promotions that we are running at the momentI hope the above solutions help with what you need I will respond from my personal work email account as well as if any other questions or issues come up from this situation then it would be best to contact me to that email account as I'll have better visibility on the inquiry's arrival and a faster response time as well Thanks again for the heads up and sorry once again about the trouble with all the outreaches from our companyThanks,WALLY P [redacted] Phone SupervisorOffice: 800-409-ext6112wp [redacted] @backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheap

Hi [redacted] ,Thank you for the heads up on this situation and apologies for the tax on your order with us being a surprise The missed notation that taxes could be applied to the cost of the order if shipped to certain areas is unintentional as we only started collecting taxes outside of the states where we currently have bases of operations at the end of last year We will certainly look in to our Google listings to see if there is a clean and efficient way that we can put this message across.Meanwhile, I was able to take that $tax amount off of the value of the jacket and processed that as a refund towards the payment method that you used to purchase The North Face McMurdo Down Parka II since the tax amount came as a bit of a surprise That refund amount should show up in the online records of that method of payment in the next 1-business days For future reference, the states we currently collect taxes for are Utah, Alabama, Colorado, Virginia, New York, Washington, Illinois, Florida, South Dakota, California and Pennsylvania so any orders that are placed and shipped to these states will be taxed.I will include more information through a link to our sales tax policy in an email from my personal work account with the same messaging as above so please feel free to reply to my personal email address if any other questions or issues arise as I'll have better visibility of any replies through that email address Glad that we could get things sorted out!Thanks, WALLY P [redacted] Phone SupervisorOffice: 800-409-ext6112wp [redacted] @backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you very much for protect our rights! Sincerely, Zhang J**

Hi ***,Thanks for reaching out on this particular situation and I do apologize as the last thing we want to do is to pull the rug out from anyone when it comes to a listed price or banner add I looked into the chat you had mentioned and after some digging I found that we did run that banner inadvertently at that number though I am more than willing to match that 40% off price for you on the Patagonia Down Sweater Jacket due to that banner being up in the first place I'm going to reach out to you by phone in the next minutes and also forward this very same response through my work email account to your [redacted] email address so that we can continue on via email if that's your preferred method of communication If you need to reply to me via email, feel free to do so from the email that will come from my work account which has the email address of wp [redacted] @backcountry.com.Once more, thanks for reaching out and sorry for the unintended banner placement Feel free to respond to me with any other questions or issues that arise and I'll be reaching out via phone soonThanks, WALLY P [redacted] Phone SupervisorOffice: 800-409-ext6112wp [redacted] @backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia [redacted]

Hi [redacted] , I’m replying directly to your email in hopes that we can resolve this much quicker Also, I want you to have my contact info so you can reply however you prefer, be it email or phone Your Revdex.com customer concerns were forwarded to me by one of our supervisors First off I want to thank you for reaching out Feedback from our customers, whether positive or negative, is crucial for refining our processes to offer the best possible customer experience After having looked into Corbin’s interactions with you I can understand your concern We do take full ownership of all interactions our Gearheads have with customers and I admit that elements of his email were off-putting I’m hoping some further explanation of our Gearhead Program can help ease your concerns with this situation Corbin’s email to you occurred on his second day out of training In fact, you were one of the very first customers he attempted to contact Thankfully, your inquiry prompted us to look at all of his communication and provide in-depth coaching right away While elements of his email are taught during training, his usage was very ill-timed, especially when combined with his customer selection The role of a Gearhead is to help customers pursue their outdoor passions We sell very technical gear and in a world of faceless, impersonal e-commerce, we want our customers to have someone they can trust to equip them for all outdoor adventures, some of which can be dangerous Most of this happens through natural conversation and an understanding of a customer’s gear usage/needs It’s not uncommon for Gearheads and customers to be on a first name basis, follow each other on social media channels and even meet up to participate in the outdoors together That said, that level of relationship takes time to build and happens naturally by sharing a common outdoor passion Corbin tried to accomplish all of those elements in his initial contact, which was very uncomfortable (naturally) Similarly, he applied his approach to technical gear to a category that isn’t applicable to his skill-set/gear passion – women’s clothing I’m hoping that additional context helps explain the purpose behind Corbin’s contact I’d like to answer your questions Q: What steps will the company take to prevent all employees from interacting with any customers in this manner? A: We’re refining our customer selection process to be specific to categories that the Gearhead represents We have a product certification process that exists to validate a Gearheads knowledge in a particular category We’re also creating awareness, during training, around product categories that are “uncomfortable” for a person of the opposite gender to address Q: What documented, measurable, enforceable steps have been taken to review this employee's email history, document it, deliver disciplinary action, and monitor him to prevent him from behaving this way going foward? Why is Backcountry ignoring the request to terminate this employee? A: Given Corbin’s general intent and the fact that his questions are inline with what we teach in training (just delivered in a VERY poor, untimely way) we think coaching is a more appropriate action than termination Also, since this was his second day contacting customers, a full review of his interactions was manageable and didn’t produce anything comparable to the experience you received Q: Please specify the steps that will be taken to correct your training and policies to ensure this does not happen again without customer consentA: On August 17th we’re bringing in outside legal council to provide training to our entire team of Gearheads on this topic We’re also working to update our tools to incorporate “do not call” lists If you have ANY questions, please don’t hesitate to respond via email or call my cell phone at 859-512- Thanks and have a great weekend, [redacted] ! RICH F [redacted] Senior Sales Manager – GHX Office: 801-736-Mobile: 859-512-rf@backcountry.com Backcountry.com Bergfreunde.de Competitive Cyclist MotoSport.com SteepandCheap.com

HI Brandon,I apologize for the confusion with the day shipping that was used when ordering with us and the incorrect information that given to you by our Gearhead RepresentativesWe recently started using Ontrac shipping when shipping to certain areas of the country and we have had great success with them so farSince using Ontrac is new to us,I think our Gearhead was confused when telling you that it shipped UPSTwo day shipping has always been shipped by UPS in the past and I'm guessing what the Gearheads was still thinking when he say that two day shipping was used in your orderRegardless, that's no excuse for the mix up and I apologize that your order was shipped using Ontrac after you requested it be shipped UPSWhen looking at your order, I see that we refunded your $ [redacted] dollar shipping charge and also gave you a discount of $ [redacted] dollars for the bike when placing the order I checked your tracking and it says that your bike showed up on the 9thI want to make sure that you received your bike and that everything looks good on itIf there's any issues with the bike or you have any other questions or comments, please contact me at [redacted] Ext [redacted] or send me an email at ***@backcountry.com.Have a great day.Spencer [redacted] Gearhead Operations Manager Office: [redacted] Ext [redacted] Mobile: [redacted] ***@backcountry.com Backcountry.com Competitive Cyclist MotoSport.com SteepandCheap.com Chainlove.com WhiskeyMilitia.com

Hi [redacted] ,Thanks for shooting over a summary of this situation and I do apologize that this has happened I doubled checked our thrid party transaction system to see if there was an issue with the refund amount getting pushed on to that particular account and I did see that the refund was successfully transmitted so it is possible that the amount is not routing to the correct account All is not lost though as I've conferred with a few of our Order Resolution Teams and from what we see two ways to push that refund back onto the correct account for you The first and most likely easiest would be to reach out to Chase, ask for a bank manager and let him know of the situation along with the transaction reference number for the processed refund which is [redacted] From there they should be able to find out where the processed refund is located in their system and move it to the correct account if needed The second method we could use is what is called a "Credit Advice" where the same method of giving a bank manager at Chase the transaction reference number from above, but then the bank reverses the refund back to our account After this is done, we can forward the request over to our Accounts Receivable department where they can work to credit the correct card.I do apologize sincerely to ask you to go back to Chase as I understand that you've been contacting them and are probably tired of the back and forth I wish we could do but we unfortunately cannot contact the bank on a customer's behalf due to their needing to verify the person calling is tied to the account that is being referenced Please contact Chase with this information when you can and keep us posted on how things go Also, thanks for you patience and understanding during this issue and let us know if any questions ariseThanks,WALLY P [redacted] Chat SupervisorOffice: ###-###-#### [redacted] BackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia

Hi ***,Wanted to reach out on this formal complaint and thank you for bringing our attention to this situation Also, apologies that this second The North Face Gotham Jacket has had down leaking out of the seams We'll be sure to follow up with The North Face brand on this as thy usually like hearing this type of feedback to get ahead of any issues that may have come up during the manufacturing process.Also, wanted to touch on the warranty processed through us as I checked the notes on the order in question and I did see that we initially were looking to go with store credit though I see some updated notes that will push a full refund through of the amount that has been paid at this point upon processing the returned jacket So from here it looks like we should be all set for this jacket to come back to us for a full refund and you'll see a confirmation email when the return is processed by our Returns Department It should take about another 4-days to get to us as our Returns Deptis located in Salt Lake City, UT so the shipping will take about that amount of time through the UPS label that was given.I do hope that us taking the Gotham jacket back for a refund is a satisfactory result to the situation and once more I am sorry that both the jackets you received ended up being defective I'll be sending this same email from my personal work email account as well in the next few minutes so if there are any other questions or if something got missed please feel free to respond to the email from my personal work account as I have quicker visibility there than I do in the Revdex.com portal.Thanks, WALLY P [redacted] Phone SupervisorOffice: 800-409-ext6112wp [redacted] @backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainlove

Hi J**,I apologize you were sent a defective jacket and that we didn't take care of you when you initially contacted usWe offered to pay to return the jacket from the shipping address we shipped to, but I see that is not a great option for you at this pointI would like to help you out and discount the jacket an additional 25% as requestedPlease be expecting to see a refund show up in your account for $ [redacted] in 2-business days.If you have any other issues or questions, please feel free to contact me directly at ***@backcountry.com or give me a call at [redacted] Ext***.Order Number [redacted] Have a great day! Spencer M [redacted] Manager, Gearhead Sales Office: [redacted] Ext [redacted] Mobile: 816-699- ***@backcountry.com Backcountry.com Competitive Cyclist MotoSport.com SteepandCheap.com Chainlove.com WhiskeyMilitia.com

Hi ***,Thanks for reaching out and I do have to sincerely apologize about what happened with your YETI Tundra Cooler order To give you an update on where the cooler is we currently have it coming back to us and our receiving department should have it in the next business days What I was going to try to do was refund you $off of the order for the trouble that occurred but we've had yet another issue sprout up from attempting this process.Our back end system would not allow us to process the refund and in having one of our Order Resolution Analysts check with PayPal it looks like there was a dispute filed when it came to the payment for the YETI Tundra Cooler due to the fact that it was not in your possession as of yet I was first going to let you know to settle the dispute so that I could refund that $or work something else out but our system had already processed a full refund as since we had not tracking information showing delivery we would have lost the dispute and had to refund the money back to you within a certain amount of time.So where we stand is we do have the Tundra cooler coming back to us but we are no longer holding any funds for that order We can still ship it out to you, but we would need payment from a credit card in order to ship it out as there isn't any funds tied to that order at this point in time I'm willing to match what I was going to give and add $on top of it so the total would be $ Once more, I do apologize for all this as this is the opposite of how the shopping experience should go with us I'm also going to email you from my personal Outlook account as you'll be able to reach me through that account much easier Please let me know if you'd like to still have us ship the cooler out to you or if you would like us to process it back into our inventory when you get the chance Also feel free to ask any questions.Thanks,WALLY P [redacted] Chat SupervisorOffice: ###-###-#### [redacted] BackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Hi ***,I apologize that your refund for your return was not issued when you talked with one of our Customer Service RepresentativesI have gone into your order and credited the $back to your cardPlease allow 2-business days for this refund to show up on your accountIf there's
anything else I can help you with, please contact me directly at ###-###-#### Ext *** or email me at ***@backcountry.com. Thanks! Spencer M***
Manager, Gearhead Sales
Office: ###-###-#### Ext***
Mobile: ###-###-####
***@backcountry.com
Backcountry.com
Competitive Cyclist
MotoSport.com
SteepandCheap.com
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Hello ***, Thanks for contacting us and I do apologize about the experience that you’ve had with this return. I’m going to make sure to go over the proper coaching opportunities with the two previous representatives as there was a miss in relaying information as far as how we receive USPS
shipments and our notes system. I can help look into this return as I do see that an Return Merchandise Authorization was filed for the stated item last month and the notes mention that it is still new with tags. You also mentioned that you shipping the item back to us using USPS Priority with Tracking so please share that with me at your earliest convenience in a reply to this email so that I can let our Receiving and Returns Department know to be on the lookout for it if it hasn’t been sorted in yet. Also, if I can check that tracking and it has arrived I can look into the possibility of getting that refund processed expedited to ASAP priorityOn top of this response, I will also send this message from my personal work email, wp***@backcountry.com so please respond to the request above through those means as I have better visibility to respond Thanks again for letting us know that this has occurred and I look forward to your responseThanks, WALLY P*** Phone Supervisor Office: 800-409-extwp***@backcountry.com Backcountry Bergfreunde.de Competitive Cyclist MotoSport SteepandCheap Chainlove WhiskeyMilitia

Backcountry stepped up and did the right thing I truly appreciate it and thank them for their personal response.***

Hi G***,I apologize that you were initially sent a used crankset when ordering with usI can assure you that it is not regular practice for us to send used items and it's unacceptable that it happened in this caseWhen an item is returned, we inspect that item to make sure it was
not used and that the tags and packaging box are still intactIf the item is unused, we put it back on the shelf and sell on our siteIf it is used, we usually sell it on a third party site as used or we discard itIt's unfortunate that the used crank set we sent you slipped through our returns department as a new itemThis was a mistake on our part and I apologize. I just checked your replacement order and it looks like it was delivered to your house on June 12thIf there are any issues with the new crankset or if you have any other questions or comments, please let me know immediately and I will get you taken care ofYou can reach me at *** Ext ***, or by email at ***@backcountry.com. Have a great day
Spencer M***
Gearhead Operations Manager
Office: *** Ext***
Mobile: ***
***@backcountry.com
Backcountry.com
Competitive Cyclist
MotoSport.com
SteepandCheap.com
Chainlove.com
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Hi ***!I am so sorry for the inconvenience with your order and getting you your refundWe sincerely apologize, and did not want to leave you with a sour taste in your mouth from your experienceYour order had been returned to us, and due to a delay in our returns
department, from a heave amount of returns, we processed your return in an untimely manorWe issued you the credit and processed your return on 3/15/Though it can take 3-business days for that to show back in your accountIf you are still having issues and don't see your refund, I would suggest contacting paypal directly as well, since the order has been refunded from our endPlease feel free to reach out to us as well if you run into anymore issues and we would be more than happy to help you out. Hope you had a lovely weekend!Courtney S***
GHO - Chat Team Lead
Office: ###-###-####
***@backcountry.com

Hi ***,I apologize that our Customer Service Gearhead didn't set you up with a return for the LibTech Snowboard you are trying to return. Our intention is to create the best customer
experience possible, and unfortunately we failed to do so here.I have created RMA *** for you
so you can return your snowboardI have also atttached a $UPS return label to this email if you would like to use that for your returnThis will take the $shipping cost out of the refund. If you have any other questions or concerns, please feel free to get ahold of me directly at ###-###-#### Ext *** or email me at ***@backcountry.comHave a great day!Spencer M***
Manager, Gearhead Sales
Office: ###-###-#### Ext***
Mobile: ###-###-####
***@backcountry.com
Backcountry.com
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MotoSport.com
SteepandCheap.com
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Hey Nathaniel,
It was my pleasure to help resolve the miscommunication from
last Saturday 7/about price matching a Jackson Rogue Kayak with
you. Thank you for being so understanding. As we discussed on the
phone I set up a new order # *** honoring the price match
from
*** for $and free freight shippingYou should see a
confirmation email shortly and another email with the tracking info as soon as
it ships via our freight shipper CEVA Logistics. They will reach out when
the kayak is in your area to schedule a delivery time. Please take some
time to carefully inspect the kayak for any blemishes or damage from
shipping. If the product is satisfactory you can sign for it and be on
your way, if there is any sort of damage please refuse delivery and contact us
immediately so we can work on a resolution
Thank you for your time,Brett A***Supervisor, Gearhead Operations Office: *** ext***@backcountry.com
Backcountry
Bergfreunde.de
Competitive Cyclist
MotoSport
SteepandCheap
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HI ***,I apologize for the hoops you've been jumping through in order to ge this issue taken care ofIt was not our intent to not give you your refund, but was an issue with the way the refund was processesI was just informed from one of our Team Leads, Wally P***, that he talke to you on
the phone and has taken care of your refund for youPlease allow 2-days for this refund to show up in your accountIf you have any other issues or questions, please feel free to contact me directly at ###-###-#### or email me at ***@backcountry.com. Have a great day!
Spencer M***
Manager, Gearhead Sales
Office: ###-###-#### Ext***
***@backcountry.com
Backcountry.com
Competitive Cyclist
MotoSport.com
SteepandCheap.com
Chainlove.com
WhiskeyMilitia.com