Baer Glass, Inc.

Response to claim number Sierra Trading Post was contacted in July 2017 that two items from two orders were reported as defective, which is a month after the purchase was made. At the time of the July contact, Sierra Trading Post explained that some items that were purchased are listed as 2nds...

the product page. Sierra Trading Post has extended seven sales adjustment in the past due to questions regarding this. We again reiterated that we would be more than happy to issue a full refund if the customer would return the products. However, we are not responsible for the return shipping from an international location.  Furthermore, the customer chooses to ship orders to a freight forwarding company who takes possession of the parcel. Once the order has been delivered and tracked to the shipping destination Sierra Trading Post is not responsible. Sierra Trading Post will not be issuing a credit, unless the customer returns the items in original condition Kind regards, Sierra Trading Post Tell us why here...

This is in response to complaint [redacted]. The customer attempted to place an order with Sierra Trading Post on 3/23/16. However the credit card would not authorize a final charge.  What the customer sees is a preauthorization. Sierra Trading Post has been in direct contact with the customer...

and his bank.  The customer has been instructed to call us.  Many banking institution will not remove the preauthorization without the customer’s participation on a 3 way call.    We are confident we can resolve this issue quickly. Kind regards, Sierra Trading Post Customer Service

If the customer is not satisfied with the item then we welcome a return and we will promptly refund the full purchase price.  The customer will be responsible for paying for the initial shipping to us.  The returns department will inspect the item for defect as well as extended wear and...

should they find the item not water proof then the item and return shipping would be refunded.  The customer will need to supply Sierra Trading Post with a receipt of trackable shipping.  We certainly want our customers to be satisfied with their purchase. We are sorry for the inconvenience and look forward to making it right.
Sincerely,
Customer Service at Sierra trading Post

I am responding to complaint [redacted] regarding a return on a pair of [redacted] Sandals. Sierra Trading Post return policy does allow returns even if the item is not defective.  It appears as though our return process was not communicated properly and for this we apologize. We do ask that any item...

that is returned for a credit be in sellable condition.  This particular item was returned to Sierra Trading Post and was promptly refunded the full price including any return shipping fee for the use on the Return Service label of $6.95 for a total refund of $52.32.  Today an additional credit of $8.69 was issued for the original shipping and the tax on the shipping. I feel it’s worth mentioning that item [redacted] has a 4 ½ out of a 5 star rating and we have sold over 1500 of them.   And in the future should our customer have any questions or concerns that they reach out to a supervisor as this situation could have easily been remedied. The customer does have a $10.00 edeal card on their account that is valid through 10/15 and one that was issued today as a good faith gesture.  It is my hope they give us another opportunity to serve them. Kind regards,Manager of Customer Service

Complaint: [redacted]
I am rejecting this response because: Although, I greatly appreciate the complexity of business organization, a customer should remain a customer, and be granted the right to make choices based on a customer's criteria when deciding to return or not return.
Regards,
[redacted]

We sell closeouts, overstocks, and factory seconds. Factory seconds are items with barely perceptible blemishes or slight irregularities that do not affect fit, performance or longevity such as an error in the stitching or a slight fading of the product’s color. We do everything we can to inspect all products before they are shipped. Once the product is returned we will issue a refund back to the original form of payment. We will refund the return shipping charges from the original address the package was shipped to, which in this case was a U.S. address.

Complaint: [redacted]
I am rejecting this response because:now , I am in china .the jacket is in china. if return need international postage,and the stp said not bear. I think they are not correct right size.the jacket's size is larger than the size "L".Above 2 points,I think, because of their mistakes, I bought a large size of clothes.again,the size is wrong ,is too wrong .Mislead consumers!!!!
Regards,
Zuo Guang Yu

This is in response to complaint ID # [redacted]. Sierra Trading Post customer had placed a note in the return of her boots about being dissatisfied with the shipping costs as it related to her return. Sierra’s Return Supervisor, received the note and issued a full refund of all shipping. The...

customer received a credit for the item on 11/28/16 and credit of the shipping on 11/30/16 as a courtesy.  An email was sent directly to the customer.  The total credit to the customer was $74.84. We apologize in our delay in responding to the Revdex.com.  Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Thank you for your generous offer.  But I had already told the CHAT folks that these were for special projects.  They've already been cut up and used creatively.  
Regards,
[redacted]

This is in response to Revdex.com complaint [redacted] regarding a refund. Our Records show the items have not arrived in our returns department. Return shipping labels are included in every package for the convenience of our customers. The UPS tracking shows the return shipping label included in the...

original order was not used to return the items. As a precaution, Sierra Trading Post viewed previous orders return shipping labels. UPS shows that none of these return shipping labels were used to return the items. As a gesture of good faith and a customer courtesy, the [redacted] account has been refunded $128.66 for the items purchased on order [redacted] in order to resolve the issue in the best interest of the customer. The reference number is [redacted]. This should be reflected in [redacted] within 24 hours. The customer is responsible for the return of any items and we would not be able to extend this courtesy in the future. Kind Regards, Customer Service Sierra Trading Post

In response to the customers original complaint, Sierra Trading Post will accept a return of the items if the customer is not satisfied. We will provide the customer with a full refund. Once we receive the blankets a refund will be promptly refunded.  Sincerely, Customer Service at Sierra Trading Post

We do appreciate the interest in shopping at Sierra Trading Post and have fully honored the return policy. There are no pending account adjustments due at this time. We understand sometimes a return is unavoidable when shopping online and do want customers to be confident in utilizing our return...

policy. With that being said, return rates are one of the various business criteria used by Sierra Trading Post to help determine effectiveness and costs of our business relationships to remain profitable.   We utilize a series of letter communications over a period of several years, to notify customers of their account standing.  In these letters, we offer ways to build a mutual relationship by offering information so the customer can make informed pre-purchase decisions. Accounts are flagged in a systematic process, which identifies customers who return 60%+ of their purchases – which is over three times the average return rate at Sierra Trading Post. The return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five years. Ultimately, we lose money on accounts with holistic account return rates over this threshold.   We will further research this customer account, the most recent history for overall improvement and reach out to the customer directly for resolution to build a mutual relationship.   Kind regards,Sierra Trading Post Customer Service.

Unfortunately, a credit cannot be applied to the account unless we receive the merchandise back.  Sierra Trading Post should not be expected to incur the entire monetary loss.  There are a couple of customer reviews that mention the sizing did run large, and Sierra Trading Post is willing to reimburse 50% of the purchase.  The jacket can be sold or given as a gift.  If customer would like to receive a full credit for the jacket then it must be returned and then a prompt refund will be issued as Sierra Trading Post could sell it at the full asking price. Kind regards,Sierra Trading Post Customer Service

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

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

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

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

This is in response to complaint ide [redacted] regarding sheets that frayed after washing. The sheets were purchased in July 2015 and this order does fall under our return policy that items must be returned in sellable condition for a refund.    Our returns department, after careful...

inspection, makes the decision if the item is defective to insure items haven’t been used and is defective before a credit is issued.  Return Policy at the time of purchase Items must be returned in clean, sellable condition, and include any original packaging or hangtags. Returns made within 6 months will refund to original method of payment, returns made between 6 months and one year after the purchase date will refund to a merchandise credit. Our New Return Policy Items must be returned within 90 days in original condition to receive a refund or exchange. Original condition means the item is not washed, worn (aside from trying it on), damaged or altered and returned with all hangtags and original packaging where possible. Any item not meeting the timeframe or condition of this policy will be returned at the customer’s expense. However in this instance, the customer contacted us on 2/29 and at this time the associate noted the customer file to not charge for the prepaid label and to provide credit because the item defective.  In another communication the customer was issued a $20.00 edeal card as good will gesture and apology.  I am attaching the customer notes that pertain to the complaint. Unfortunately due to our business model of purchasing close out and overstocks we will not be able to send out a replace set of sheets.  But, as stated above we will provide credit once they are returned. Kind regards, Sierra Trading Post’s Customer Service Manager

Sierra Trading Post has a very generous return policy and stand behind our products.  If the customer is not satisfied with the items they can be returned for a full refund.  I understand that the customer would like a credit issued. However, we ask that if the blankets do not meet...

expectations that they be returned for a full credit. Sincerely, Sierra Trading Post customer Service

This is in response to customer complaint [redacted].  There must have been a break down in the communication as the customer was refunded the purchase price of the shoes, $114.96 on 2/1/16. It was also noted in the customer’s account, the customer agreed to send back the shoes with in the next...

month.  Once the shoes are returned, and if a receipt of the duties and taxes are supplied with the return, these fees will also be refunded.  We do have the item available in a size 9.5 if the customer would like them. Kind regards, Customer Service at Sierra Trading Post.