Hermit's Hut

I have purchased two sleeping bags from Hermit's Hut in the past two years. These bags, Western Mountaineering and Wiggy's, are not carried by the large box stores. Both of these were special orders. I received excellent advice, great customer service, great value, and had a fun shopping experience.

Review: Ordered gear on May 5th planning a trip for May 21st. No delivery of gear, no info from store except "We don't have it yet".

What burns me the most beyond having to cancel my birthday plans is the fact that this company seems okay with advertising product they do not carry and NO customer service even after I called them to tell them my order had not been filled. HORRIBLE!Desired Settlement: I want my birthday trip back. Since I can't have that I'll settle for getting my money back that they have had for 16 days while I sit with nothing to show for it. Would also like them to stop the unethical practice of advertising product they do not have.

Business

Response:

Business' Initial Response

Dear Sir:

We are terribly sorry for failing to serve you well. Honor is one of our core values, and we did not effectively display it in fulfilling your order promptly. As per our email correspondence May 20, 2013 and our phone conversation the morning of May 21, 2013, we have agreed to compensate you for your troubles. In addition, per your request, we will keep you updated on the status of your existing order.

Thank you again for your business, and please accept our sincerest apologies for falling below the standard of excellence.

Very respectfully,

Operations Manager

The Hermit's Hut

Redding, CA

X-XXX-XXX-XXXX

Great lil place found everything I needed for my backpacking trip this summer and just ordered my new skis yesterday! Staff went out of their way to help me and even took the time to go over all the options and explain the pros and the cons of several different pkgs without irratatation after I changed my mind several times . Theses guys really seem eager to get people out on the mountain. Can't tell you how nice it was to have someone who really new what they were talkin about take the time and explain every option to me without being pushy or rushing me! Was just a real comfortable experience and a great deal to boot. THANKS GUYS

I buy all my gear from Hermits hut. There was a rough patch for a while, but the owner [redacted] has worked really hard to clean it all up. I honestly haven't worked with someone who helps me purchase and find my climbing and trekking gear, as much as [redacted] and the crew at Hermits Hut.
A year or so ago, I had a small problem with late deliveries and wrong colors. but in my 1-2 orders a month since then I haven't had any problems!