Baer Glass, Inc.

Upon reviewing the complaint we found multiple attempts to place the order online and each time the credit card was declined by the bank. When the order was placed over the phone there was a delay in the system resulting in the credit card declining after the order was placed due to excessive...

attempts trying to place the order online. An email was sent Feb 24, 2018 to notify of the credit card being declined. The bank authorized the card on Feb 25, 2018 and order was shipped Feb 27, 2018. We’re very sorry for any inconvenience this has caused.

We do appreciate the customer long term loyalty with Sierra Trading Post since 2003 and apologize for the way this process has come across. We understand sometimes a return is unavoidable when shopping online. Return rates are one of the various business and marketing criteria used by Sierra...

Trading Post to help determine effectiveness and costs of our business relationships. We realize when a customer returns a high amount of merchandise we are not serving them properly and it can become a bad relationship for both parties so we try to work to move the return percentile toward a more mutually acceptable level starting with the account flag followed by subsequent series of letter communication. There had been a series of letters sent on (4/29/10 and 6/1/16) with the purpose to notify of current account standing and offer assistance in selecting products; If there is ever question about product fit, color, quality, availability, etc. our customer service department is always available via email, phone and chat. Our customer service agents also have access to knowledgeable product specialists to help answer more in-depth inquiresThe intent of these letters is not to be insulting, but a way to proactively extend the variety of customer service options available to assist with making informed as possible pre-purchase decisions.    Accounts are flag in a systematic process which identifies customers who return over 60% of their purchases which is over three times the average return rate at Sierra. The return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five years. When analyzing customer purchase history, we do take into account those which utilize our online instant credit exchange program which allows the credit to remain active for 60 days (in the case the like item is sold out in a different size, etc.) and/or those which process exchanges when a purchase may not meet their expectations to offset return rates rather than refunds.We want to be honest of the real costs of doing business so we can keep our prices as low as possible. Ultimately, we lose money on accounts with return rates over 60% and want our customers to know there are options available to help reduce their frustration and costs associated with receiving items which do not work for their needs to build a mutual relationship.

This in response to customer’s complaint about not receiving credit for items returned. At the time of the customers purchase our return policy stated “items returned must be in sellable condition”. Three of the items were not in sellable condition due to being worn and soiled. Therefore the items...

were returned to the customer. They were the following items: hoodie ([redacted]) for $34.97, Cap ([redacted]) for $9.50 and Vest ([redacted]) for $69.96. The customer was given credit for item [redacted] Fleece Lined Dungarees, purchased at $24.47 and, item [redacted] Suitcase 32”, purchased at $62.96 in the form of the instant store credit he used. The customer used our instant store credit exchange and return program on line and applied all of the dollars from the above returns on exchange order [redacted]. The total of his returned items including the tax was $215.47 – the $2.95 = $212.47. The $2.95 is the return shipping fee for using our label. The exchange order ([redacted]) total was $262.38, the instant store credit was applied $212.54 and the remaining $49.84 was charge on the customer’s credit card.     Just to reiterate, the customer has received credit for all item's even those returned. The customer is welcome to return any item as long as it is in sellable condition. I am including order screens to substantiate the facts above.    Kind regards, Customer Service Manager Sierra Trading Post.

When reviewing the order of this complaint, there was critical information missing preventing the order from shipping. There was no name on the order. There was only an address. Therefore, information with the banking institutions could not be verified. This resulted in the order being...

cancelled. The customer did receive our auto generated order email after the order was placed. We encourage the customer to contact us directly and we can help resolve the issue.

We researched the customers account and didn't find any email or chat communication regarding his Opt out preference with the email provided.We have located his account and have successfully Opted his email address from receiving emails.  We are sorry for the inconvenience this has caused....

The IT and Web development have been notified to research the online Opt out feature. Please accept our apologies.  Kindly, Sierra Trading Post

Complaint: [redacted]
I am rejecting this response because:About a year ago, STP started charging for returns and since, I have only had 1-2 returns.  My recent return of a green blanket was not my fault as it was listed as 100% wool, but when I got it, the label said a wool blend of recycled wool & polyester.  Even after I sent it back, their website continued to say 100% virgin wool.  Their email to me went over old business from a year ago that was settled with the previous rep.  That's not fair to drag it up when this new issue is just the result of website errors.  
Regards,
[redacted]