Backcountry.com

Hi ***,Thanks for the outreach to give us a heads up on the situation and I do apologize that one of the shipments from your SteepandCheap.com order hasn't been delivered as of yet. I understand that this is definitely a frustrating situation. In checking on the order in question, I did
see that you had chatted in during the early morning of Monday morning and Jestanie, who is one of our Chat representatives, took care of a resolution by filing the shipment as lost and refunded the amount of the Marmot Knife Edge Jackets in Blue Granite, Medium size for the amount of $125.97. That refund processed the same time as the chat took place so your online records should reflect that this refund has come back into your account.To make sure that everything has been taken care of, please keep me posted on whether the processed lost shipment shows up or if any other issues arise from this particular order. I'll send this exact email from my personal work email address which I have a more consistent view of in comparison to the Revdex.com email portal so if any other questions or issues with this order arise, please feel free to respond to the email wp***@backcountry.com in which I'll have a faster reply time.Thanks,WALLY P***Phone SupervisorOffice: 800-409-ext6112wp***@backcountry.com

Hi ***,Thanks very much for the heads up on the situation and I do apologize for not only that this situation has arisen but how much delay has occurred between it's beginning and completion. I did some checking on the situation and found that we needed to file a specific claim with OnTrac
before proceeding and this process took longer than it should have and I also apologize for this occurrence. We recently attained all the information that we needed and we've taken care of a full refund of the order amount which is $1,back to the method of payment used on the order. It may take 1-business days for the payment establishment to recognize the refund and move it on to your account but it should be there by latest early next week.Once more, I am sorry that this whole scenario occurred the way it did. We're currently looking into how we process lost claims with the OnTrac shipping provider in order to get more pertinent information faster in the future as well as coaching all representatives on how to better handle these types of situations. I will be posting this exact response from my work email account as well so if any other questions or issues arise from this particular incident please feel free to reply to the response from my work email as I have much better visibility and turn-around time using that platform than the Revdex.com platform. Sorry once more and please keep me posted if you don't see the refund back in your account in a few days or if anything else comes up.Thanks, WALLY P***Phone SupervisorOffice: 800-409-ext6112wp***@backcountry.com

Hi Mr***,
I am sorry your jacket failed. I tried to call you for a resolution, but there was no answer. If you would like to reach out to me through email ***@backcountry.comI will be more than happy to get you out a replacement. As of right now it looks like there are no
replacements availableOnly a black size 7/8. has your daughter maybe grown since she received this jacket, the 7/might last her for a few more seasons. As of right now I am going to set the order for a full refund back to your card unless you tell me to do otherwise
Attached you will find a free UPS return labelJust print, stick and drop off at UPS store. Once we receive the item back we will credit you back
Thanks for you patience, I can't wait to hear from you

Hi
***,
I
apologize for the bad experience you had with our Gearhead Operation department
when trying to get the issue fixed with order ***I was just
informed by our Vice President of Gearhead Operations that the Korkers K
Bombers have reached your address and they are the
correct ones this time! I
hope you enjoy them and get some fishing in soonIf you have any questions or
issues with the boots, please contact me directly at ###-###-#### or shoot me
an email at ***@backcountry,.com
and I'll get you taken care of
Have
a great daySpencer M***
Manager, Gearhead Sales
Office: ###-###-#### Ext***
Mobile: ###-###-####***@backcountry.com
Backcountry.com
Competitive Cyclist
MotoSport.com
SteepandCheap.com
Chainlove.com
WhiskeyMilitia.com

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

Revdex.com:
They absolutely took care of the issue.
Sincerely,
*** ***

Hi ***,I apologize that your returns were not refunded to your card when we initially received themI just talked to our Bike Supervisor Perry H*** and he informed me that him and one of our chat reps helped you out yesterday and got your full refund credited back to your cardPlease allow 2-
business days for your refund to show up in your accountIf there's anything else I can help you with, please feel free to contact me at ###-###-#### or email me at ***@backcountry.com and I would be happy to help.Have a great day!Spencer M***
Manager, Gearhead Sales
Office: ###-###-#### Ext***
Mobile: ###-###-####
***@backcountry.com
Backcountry.com
Competitive Cyclist
MotoSport.com
SteepandCheap.com
Chainlove.com
WhiskeyMilitia.com

Complaint: ***
I am rejecting this response because: They are still requesting information from me. Envelope*** *** *** *** *** **
Sincerely,
*** ***

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,
Brandon [redacted]

Dear Revdex.com Complaint Department, Thank you for correspondence on this matter.  Our first communication was only to garner some necessary information to appropriately solve the issue for both sides.  Since this was provided through this portal and personally to me I was able to resolve the issue for the customer and supply what they asked for.  The correspondence I sent directly to the customer is below: [redacted],Thanks very much for sending that information over to me as I did not see any notation of return tracking information in your order so I’ll be following up with the representatives you talked with earlier to make sure they are better with notating what is needed..  I did see that the delivery has been confirmed so I did take care of processing that $79.96 refund in our system for that Marmot Precip Jacket that you returned to us.  That refund amount should show up in your online records in the next 1-3 business days and I’ll work with our Returns Department to figure out what happened.  Thanks again for pushing this information over and let me know through this email address if any other questions or issues come up. I have not received any reply from the customer at this moment though what the customer requested was supplied and the issue should be resolved.  Please let me know if any further action needs to be taken or if any clarification is needed. Thanks, WALLY P[redacted]Phone SupervisorOffice: 800-409-4502 ext. 6112wp[redacted]@backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia

Hey [redacted],I wanted to thank you for the heads up on the situation and apologize that we had an abnormality in the information feed between our site and Amazon where it cause the incorrect item number to be placed into your order and sent out to you.  In checking on the order I did find that...

our Amazon.com team is fixing the matter on their end and I did see that the amount paid on the order has been credited back due to the impending return of the incorrect item so it seems like the original situation as the order goes seems to be fixed.As for honoring the same price, I can certainly look in to what options were given as far as honoring the price on the next updated item or something similar as I looked on our site and did not see the particular PFD in stock that was shown on the original order and I didn't see any notes as far as what replacement options were offered in this case.  Please reach out to me in the reply from my work account which is wp[redacted]@backcountry.com when you get the chance so that we can try to work something out for you as I do agree with you on the concept that we need to back up what we offer a little bit better when it comes to system errors in order placement.  I'll send this same response from my work email account where I have much more visibility and a quicker reply time so please reply back to that outreach when you are able and feel free to ask any questions that come up.Thanks, WALLY P[redacted] Phone SupervisorOffice: 800-409-4502 ext. 6112wp[redacted]@backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheap

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 arise. 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. Thank you very much for protect our rights!
Sincerely,
Zhang J**

Hi [redacted],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 30 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 soon. Thanks, WALLY P[redacted] Phone SupervisorOffice: 800-409-4502 ext. 6112wp[redacted]@backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia [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 moment. I 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 company. Thanks,WALLY P[redacted] Phone SupervisorOffice: 800-409-4502 ext. 6112wp[redacted]@backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheap

Hi J**,I apologize you were sent a defective jacket and that we didn't take care of you when you initially contacted us. We 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 point. I would like to help you out and...

discount the jacket an additional 25% as requested. Please be expecting to see a refund show up in your account for $[redacted] in 2-3 business days.If you have any other issues or questions, please feel free to contact me directly at [redacted]@backcountry.com or give me a call at [redacted] Ext. [redacted].Order Number [redacted]Have a great day! 
Spencer M[redacted]
Manager, Gearhead Sales
 
Office: [redacted] Ext. [redacted]
Mobile: 816-699-3655
[redacted]@backcountry.com
 
Backcountry.com
Competitive Cyclist
MotoSport.com
SteepandCheap.com
Chainlove.com
WhiskeyMilitia.com

Complaint: [redacted]
I am rejecting this response because:On July 26th, Backcountry employee Rich F. contacted me via my personal email, avoiding the Revdex.com public comment process. I filed this Revdex.com complaint in part because Backcountry would not stop emailing me, and I specifically asked to never be emailed by Backcountry again outside of valid order issues. This is absolutely inexcusable behavior from Backcountry. Do not ever email me again for any reason other than a valid order issue.   To respond answer Rich’s Revdex.com response:>>”We’re also creating awareness, during training, around product categories that are “uncomfortable” for a person of the opposite gender to address.“<< While it’s a step in the right direction to create awareness with employees, this a) should have been part of basic training when Backcountry launched this marketing policy, and b) is common sense. If Corbin, and other employees, lack the common sense to avoid interacting inappropriately with customers, then Backcountry needs to make different staffing choices. >>”I’m hoping that additional context helps explain the purpose behind Corbin’s contact.” …”this was his second day contacting customers,”<<As stated before, this complaint is not a request for Backcountry to explain or rationalize Corbin’s actions, which were inexcusable.Corbin contacted my personal cell phone without my permission while I was at work and then he sent an inappropriate personal email, also without my permission. After that, he ignored my written request to remove my contact information from Backcountry databases. To remind you: in addition to repulsive statements such as “I’ll be your guy,” and “Lets [sic] get to know each other, and if you are ever in Salt Lake…I am your man!” Corbin asked me to call him for help planning any upcoming trips I might take. The intrusive condescension and self-righteous assumptions involved in contacting a customer and telling them how to run their personal life is absolutely unforgivable.Regardless of whether it’s his second day or his second year on the job, if this is the poor judgment and repellent behavior your male employee displays when confronted with a women’s clothing order then he shouldn’t be representing your company. Please terminate this employee: he has proved he doesn’t have the soft-skills necessary to do the job.>>”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.”<< I wanted a faceless, impersonal interaction and a receipt and nothing else: that’s why I ordered online. I enjoy blackwater rafting, but that doesn’t mean I want a salesman’s opinion about it.  Backcountry’s employees’ opinions are unwelcome intrusions in decision making. If I want an opinion, I will ask a woman with the same hobby who is not being paid by the business I’m buying from. Calling me and emailing me without my permission to force me to endure intrusive personal questions and opinions is unacceptable. This practice must cease.>>”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. “<< It is unprofessional for customer service employees to assume they are on a first name basis with customers until they ask. It is inexcusable for Backcountry to justify a reprehensible customer experience and an equally reprehensible cold-contact policy by making claims that other customers like to be treated this way. If this were true, Backcountry would be actively gaining customer consent before calling or emailing and would be honoring customer requests not to solicit, but Backcountry has done neither.Backcountry continues to ignore a crucial portion of this complaint.Please specify the steps that will be taken to correct your training and policies to ensure this does not happen again without customer consent.Calling and emailing customers in this manner requires prior customer consent. No customer should be called or emailed unless they have confirmed they want to opt-in to this sort of interaction. 1. Adding an OPT-IN choice to every order and account profile should have been the default if this is how Backcountry wants to speak to customers. For example: two radio buttons could offer the following options: “YES, please contact me via phone or email to follow up on my order” and “NO do not contact me via phone or email”. (Forcing a customer to un-check a consent box to prevent being subscribed does not qualify as opt-in.)This would have easily ensured customers were not contacted inappropriately. The fact that it wasn’t already in place indicates a gross disregard for the customer base. This policy should have been in place before any cold-contact attempts even began. On what date will Backcountry implement an opt-in customer contact policy that demonstrates respect for their customers’ privacy? On what date will Backcountry put a policy in place to ensure that no customer is ever called or emailed by a salesperson again without prior customer consent?2. >>”We’re also working to update our tools to incorporate “do not call” lists.”<< While this is a step in the right direction, it’s not sufficient. It’s imperative that Backcountry immediately honor all customer requests to not be contacted. Cease adding emails to mailing lists without opt-in consent. Cease placing calls to customers without prior customer consent. When customers ask to be unsubscribed, immediately honor all requests and update email address and phone number databases overnight at the latest.
Sincerely,
[redacted]

Hi [redacted],Thanks for reaching out and I do have to sincerely apologize about what happened with your YETI Tundra 125 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 4 business days....

 What I was going to try to do was refund you $100 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 125 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 $100 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 125 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 $50 on top of it so the total would be $399.99  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

I am really sorry for the confusion. We are going to have someone reach out to you to get the code for the organization you are apart of.  I had a rep named Jason B[redacted] reach out to you to help you get the order placed ASAP without the code.  He will be able to help you out with placing...

the order.  if you can not reach him please shoot me an email and I will resolve it personally.
My email is [redacted]@backcountry.com
Sorry for the inconvenience!

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]