Backcountry.com

Hey [redacted],Thanks for reaching out and I do apologize what happened with the part of your order that was shipped using the OnTrac shipping provider.  I've been in contact with our Salt Lake Distribution Center and we do have the two items that were supposed to arrive to you earlier so we're...

looking to ship those out to you using UPS Next Day air delivery later on today to the following address:[redacted]I'll keep you posted on what I hear from our shipping department and will also email you from my personal account so if any changes need to be made or questions come up it would be best to reply to my personal account.  Thanks for your understanding and sorry once more that this happened. 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 Brandon,I apologize for the confusion with the 2 day shipping that was used when ordering with us and the incorrect information that given to you by our Gearhead Representatives. We recently started using Ontrac shipping when shipping to certain areas of the country and we have had great success...

with them so far. Since using Ontrac is new to us,. I think our Gearhead was confused when telling you that it shipped UPS. Two 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 order. Regardless, that's no excuse for the mix up and I apologize that your order was shipped using Ontrac after you requested it be shipped UPS. When 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 9th. I want to make sure that you received your bike and that everything looks good on it. If 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 [redacted]@backcountry.com.Have a great day.Spencer [redacted]
Gearhead Operations Manager
 
Office: [redacted] Ext. [redacted]
Mobile: [redacted]
[redacted]@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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hi [redacted],Thanks for reaching out and I do apologize about any misconception about any saved information we have on the site.  The only information we save on the front end site are the last four numbers and expiration date of any card used as it makes using the same payment method over multiple...

orders easier from an entrance of information standpoint and due to use using a 3rd party transaction system to house the full credit card information we only store those last four and expiration date as tokens for use on that 3rd party system.  If our system were to be compromised only the last four and expiration date would be shown and not the full information which would deem it unusable to any hackers.That being said, I'm certainly happy to try to help you to get those saved cards off of the front end Checkout Page.  It is strange as we have the back end functionality to delete the card information but it still shows up on the front end Checkout Page so I've had to reach out to our engineering team to get that information taken off.  I'll keep you posted as far as how the process is going as I get updates and I'm going to send this email from my personal Outlook email account as well.Thanks once again for the heads up on this and we'll look into getting that information taken off as fast as we can.  Please shoot me a reply if any other questions or issues arise and I'll update you when I know more. WALLY P[redacted] Chat SupervisorOffice: ###-###-####[redacted]BackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainloveWhiskeyMilitia

Hi [redacted],I wanted to reach out to first thank you for letting us know of the situation and apologize that this delivery issue ended up occurring.  I did see that you had contacted one of our chat representatives yesterday to get a fix going and it looks like we do have a replacement...

order going out to you via UPS Next Day Delivery.  In review of the order, I did see that the Salomon running shoes and the Smartwool Hike Liner Crew Socks were on the order.  However, I did see that there was only a quantity of 1 of the Hike Liner sock when there was originally a quantity of 3 on the first order with the delivery issue.  If this was an oversight on our representative's part, I do apologize for this situation as well.  What I can do from here since the fault is one us for the number of socks coming out to you in the replacement order being incorrect is since we still do have the same size and color in that sock in stock, I can go ahead and comp those two pairs of socks left off the replacement order to you for free as well as send them to you via free UPS Next Day Air Saturday.  If that option doesn't work for you, I can get the amount of the 2 socks that weren't included with the replacement order processed for a refund back to the original method of payment as soon as possible along with taking a bit more of the price off of the Salomon hiking shoes and the one pair of socks already on its way out to you for the inconvenience.Wanted to apologize once more that this issue seems to be a bit more complicated than at first glance as this is the opposite of the type of experience that we want to be giving when people shop with Backcountry.com.  I’m going to make sure that proper feedback is given to OnTrac for the delivery issue and I’ll work with the chat representative to be sure that he completely covers his bases when it comes to making replacement orders from here on out so that this doesn’t happen again.  Please reply to this email when you have the chance and let me know which of the options stated earlier would work best for you and along with any other questions or issues that come up.   One more thing, I will be sending this very same response from my personal work email account so please reply to the email that generates from the email address wp[redacted]@backcountry.com instead of the Revdex.com portal as I have much more visibility on my personal email account and will be able to give faster attention and responses there.   Thanks, WALLY P[redacted]Phone SupervisorOffice: 800-409-4502 ext. 6112wp[redacted]@backcountry.com

Hi [redacted],Thanks very much for letting us know about the email subscription issue when it comes to our functionality that helps to unsubscribe not working on the front end site.  I'll do some tests on our end and I'll work with our engineering team to fix any bugs that may be present in this...

part of the site.  Also, I've reached out to our Email Marketing Team and made sure that the email address we have listed for you, [redacted], will not receive any other promotional emails going forward.  If you happen to place another order for us you will still get the order and shipping confirmation emails 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'll send this email from my work account as well and if there are any questions or issues that arise from this particular situation then please feel free to reply to that work account address instead of the Revdex.com portal.  Thanks again for the heads up and sorry once again about the trouble with unsubscribing your email address. Thanks, WALLY P[redacted] Phone SupervisorOffice: 800-409-4502 ext. 6112wp[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 $12.37 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 1-3 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: 800-409-4502 ext. 6112wp[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 me.
Sincerely,
[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 consent. A: 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 859-512-3184.  Thanks and have a great weekend, [redacted]!        RICH F[redacted] Senior Sales Manager – GHX   Office: 801-736-6501 Mobile: 859-512-3184 rf[redacted]@backcountry.com   Backcountry.com Bergfreunde.de Competitive Cyclist MotoSport.com SteepandCheap.com

Hi [redacted],Thanks for the outreach and sorry to hear about the experience with the price matching policy that we have at Backcountry.com when it comes to other online retailers.  Just to be as transparent as possible on not listing which sites we cannot match specifically there are so many online...

retailers on the Internet today that the list would be of gargantuan size and we would have very little resources as far as categorizing them all.  The way we structure the policy makes it a bit more simple when it comes to sites we cannot match such as any auction or international sites though it does get confusing when price matching questions come up between the two sites under our umbrella which are Backcountry.com and SteepandCheap.com.Backcountry.com is our main retail site that lists the majority of the items that we carry and has a little higher of a price point.  SteepandCheap.com is our deeper discount site where we have a smaller assortment of items that we can give a bigger discount to.  Since the latter has a lot of brand models that are on a bigger sale, we aren't able to offer the Free 2 Day Shipping promotion from Backcountry.com on a large scale.  The only other point of confusion that I see when trying to price match between the two sites is that there are times when certain colors and sizes are offered where the model years don't match between the two sites.All this being said, I'm wondering what the item was you were looking to price match.  You mentioned that you had spoken with a representative and they were hesitant to process the match until the idea of the Free 2 Day shipping promotion not applying arose and I wanted to get more context on the situation to see if we should have matched the price.  I'm going to send this very same email from my work account under the email address wp[redacted]@backcountry.com and when you have the time, please reply to that email letting me know which exact piece of gear you were looking to price match.  Also, feel free to ask any other questions that come up in your reply and I'm looking forward to your response. Thanks, WALLY P[redacted]Phone SupervisorOffice: 800-409-4502 ext. 6112wp[redacted]@backcountry.com

Hi [redacted],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 4-5 days to get to us as our Returns Dept. is 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: 800-409-4502 ext. 6112wp[redacted]@backcountry.comBackcountryBergfreunde.deCompetitive CyclistMotoSportSteepandCheapChainlove