This is in response to complaint [redacted] The customer attempted to place an order with Sierra Trading Post on 3/23/However the credit card would not authorize a final charge What the customer sees is a preauthorizationSierra 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 way call We are confident we can resolve this issue quicklyKind 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 purchaseWe are sorry for the inconvenience and look forward to making it right Sincerely, Customer Service at Sierra trading Post
We sell closeouts, overstocks, and factory secondsFactory 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 colorWe do everything we can to inspect all products before they are shippedOnce the product is returned we will issue a refund back to the original form of paymentWe will refund the return shipping charges from the original address the package was shipped to, which in this case was a U.Saddress
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 issuedHowever, we ask that if the blankets do not meet expectations that they be returned for a full creditSincerely, Sierra Trading Post customer Service
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 featurePlease accept our apologies Kindly, Sierra Trading Post
We do appreciate the customer long term loyalty with Sierra Trading Post since and apologize for the way this process has come acrossWe understand sometimes a return is unavoidable when shopping onlineReturn rates are one of the various business and marketing criteria used by Sierra Trading Post to help determine effectiveness and costs of our business relationshipsWe 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 communicationThere had been a series of letters sent on (4/29/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, etcour customer service department is always available via email, phone and chatOur 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 SierraThe return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five yearsWhen 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 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 possibleUltimately, 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
Upon reviewing the complaint we found multiple attempts to place the order online and each time the credit card was declined by the bankWhen 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 onlineAn email was sent Feb 24, to notify of the credit card being declinedThe bank authorized the card on Feb 25, and order was shipped Feb 27, We’re very sorry for any inconvenience this has caused
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 returnSierra’s Return Supervisor, received the note and issued a full refund of all shippingThe customer received a credit for the item on 11/28/and credit of the shipping on 11/30/as a courtesy An email was sent directly to the customer The total credit to the customer was $We apologize in our delay in responding to the Revdex.com Tell us why here
Response to claim number Sierra Trading Post was contacted in July that two items from two orders were reported as defective, which is a month after the purchase was madeAt the time of the July contact, Sierra Trading Post explained that some items that were purchased are listed as 2nds the product pageSierra Trading Post has extended seven sales adjustment in the past due to questions regarding thisWe again reiterated that we would be more than happy to issue a full refund if the customer would return the productsHowever, 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 parcelOnce the order has been delivered and tracked to the shipping destination Sierra Trading Post is not responsibleSierra 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 customer complaint [redacted] There must have been a break down in the communication as the customer was refunded the purchase price of the shoes, $on 2/1/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 if the customer would like themKind regards, Customer Service at Sierra Trading Post
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 in response to customer’s complaint about not receiving credit for items returnedAt 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 soiledTherefore the items were returned to the customerThey were the following items: hoodie ( [redacted] ) for $34.97, Cap ( [redacted] ) for $and Vest ( [redacted] ) for $The customer was given credit for item [redacted] , [redacted] Fleece Lined Dungarees, purchased at $and, item [redacted] , [redacted] Suitcase 32”, purchased at $in the form of the instant store credit he usedThe 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 $– the $= $The $is the return shipping fee for using our labelThe exchange order ( [redacted] ) total was $262.38, the instant store credit was applied $and the remaining $was charge on the customer’s credit card Just to reiterate, the customer has received credit for all item's even those returnedThe customer is welcome to return any item as long as it is in sellable conditionI am including order screens to substantiate the facts above Kind regards, Customer Service Manager 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 satisfiedWe will provide the customer with a full refundOnce we receive the blankets a refund will be promptly refunded Sincerely, Customer Service at 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-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]
This is in response to complaint [redacted] The customer attempted to place an order with Sierra Trading Post on 3/23/However the credit card would not authorize a final charge What the customer sees is a preauthorizationSierra 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 way call We are confident we can resolve this issue quicklyKind 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 purchaseWe are sorry for the inconvenience and look forward to making it right Sincerely, Customer Service at Sierra trading Post
We sell closeouts, overstocks, and factory secondsFactory 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 colorWe do everything we can to inspect all products before they are shippedOnce the product is returned we will issue a refund back to the original form of paymentWe will refund the return shipping charges from the original address the package was shipped to, which in this case was a U.Saddress
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 issuedHowever, we ask that if the blankets do not meet expectations that they be returned for a full creditSincerely, Sierra Trading Post customer Service
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 featurePlease accept our apologies Kindly, Sierra Trading Post
We do appreciate the customer long term loyalty with Sierra Trading Post since and apologize for the way this process has come acrossWe understand sometimes a return is unavoidable when shopping onlineReturn rates are one of the various business and marketing criteria used by Sierra Trading Post to help determine effectiveness and costs of our business relationshipsWe 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 communicationThere had been a series of letters sent on (4/29/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, etcour customer service department is always available via email, phone and chatOur 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 SierraThe return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five yearsWhen 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 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 possibleUltimately, 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
Upon reviewing the complaint we found multiple attempts to place the order online and each time the credit card was declined by the bankWhen 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 onlineAn email was sent Feb 24, to notify of the credit card being declinedThe bank authorized the card on Feb 25, and order was shipped Feb 27, We’re very sorry for any inconvenience this has caused
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 returnSierra’s Return Supervisor, received the note and issued a full refund of all shippingThe customer received a credit for the item on 11/28/and credit of the shipping on 11/30/as a courtesy An email was sent directly to the customer The total credit to the customer was $We apologize in our delay in responding to the Revdex.com Tell us why here
Response to claim number Sierra Trading Post was contacted in July that two items from two orders were reported as defective, which is a month after the purchase was madeAt the time of the July contact, Sierra Trading Post explained that some items that were purchased are listed as 2nds the product pageSierra Trading Post has extended seven sales adjustment in the past due to questions regarding thisWe again reiterated that we would be more than happy to issue a full refund if the customer would return the productsHowever, 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 parcelOnce the order has been delivered and tracked to the shipping destination Sierra Trading Post is not responsibleSierra 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 customer complaint [redacted] There must have been a break down in the communication as the customer was refunded the purchase price of the shoes, $on 2/1/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 if the customer would like themKind regards, Customer Service at Sierra Trading Post
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]
Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]
This in response to customer’s complaint about not receiving credit for items returnedAt 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 soiledTherefore the items were returned to the customerThey were the following items: hoodie ( [redacted] ) for $34.97, Cap ( [redacted] ) for $and Vest ( [redacted] ) for $The customer was given credit for item [redacted] , [redacted] Fleece Lined Dungarees, purchased at $and, item [redacted] , [redacted] Suitcase 32”, purchased at $in the form of the instant store credit he usedThe 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 $– the $= $The $is the return shipping fee for using our labelThe exchange order ( [redacted] ) total was $262.38, the instant store credit was applied $and the remaining $was charge on the customer’s credit card Just to reiterate, the customer has received credit for all item's even those returnedThe customer is welcome to return any item as long as it is in sellable conditionI am including order screens to substantiate the facts above Kind regards, Customer Service Manager 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 satisfiedWe will provide the customer with a full refundOnce we receive the blankets a refund will be promptly refunded Sincerely, Customer Service at 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-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]