HI Tech Sports

Review: I have owned a pair of Hi-Tec boots in the past and loved them so much I ordered two more pairs in different colors from the website this winter. I made the order on 1/6, when they arrived I found out that it was not the black and brown pair I ordered, but two brown pairs (even though one of the boxes said black). I called immediately and notified that there was an issue, had to specifically ask for a shipping label paid for by Hi-Tec since this wasn't my fault (initially they didnt want to). I drove 45 minutes to town just to realize I had to pay an additional $5 in packing material through Fed-Ex (dropped off on 1/17). I called Hi-Tec on or around the 1st of February to check on my return order (they were supposed to be sending the right boots back to me) just to find out that they no longer have the black boots in stock. No one bothered to pick up the phone to advise that they were out of stock on my original boot order, that they were sending a refund check, or explain they tried to refund my credit card but it wouldnt go through (because the expiration date was updated at the end of January). Instead, they are sending a refund check and the lady said it was being processed, the return order was just received on 1/31 which was a complete LIE because according to my tracking number from Fed-Ex it was delivered to Hi-Tec on 1/23. I called a week later (on or around the 7th of February) and the lady I spoke with said the check was mailed on 2/3. Today is 2/14, still no check so I called again today to find out that the check has just now been mailed out TODAY! I am confident in saying that if I didnt continue to follow-up I would NEVER HAVE RECEIVED MY REFUND (and still not sure I will because apparently people at Hi-Tec give mis-information to customers and I wont believe it until I see it in hand). This whole process has been a train wreck and none of it has to do with me, started with Hi-Tec sending the wrong color boots and continually making mistakes from there! Now I am not able to get the boots I wanted (they were in stock when I ordered initially on 1/6) and I get to drive another 45 minutes in another week to town so I can deposit a check they are apparently sending today (because they refused for me to give them my cc number to just CREDIT MY CARD LIKE THEY SHOULD HAVE DONE IN THE BEGINNING).Desired Settlement: I would like for Hi-Tec to appologize, as of now no one has appologized to me or tried to expedite fixing their mistake or acknowledged that they have made a mistake at all! I want my money back, Hi-Tec has had my money in their hands far too long without me having a product. Beyond that, not sure what they can do to fix things, sounds like they have a BIG training and customer service opportunity within their company.

Business

Response:

Thank you for making us aware of this complaint. Here at Hi-Tec we take our customers comments very seriously and wish to resolve everything in a timely manner so that our customers are satisfied not only with our product but our customer service team. Customer service is very important to us.

First and foremost I apologize that [redacted] has not received information or follow up to her satisfaction. I have addressed this with my team internally so we can avoid things like this happening in the future.

I would like address the concerns Mrs. [redacted] brought up so that there may be a thorough understanding of what took place. Mrs. [redacted] did receive the wrong product. The fact she received a box that stated the color was black and instead found there was brown boots in the box is a complete error. We do find there are times our factories miss pack the goods prior to shipping them to our office. We have a extensive quality control process but we can not catch everything. We apologize for this as no customer is happy to receive incorrect product. Although our policy is that returns are the responsibility of the consumer, we did provide Mrs. [redacted] with a pre-paid FedEx label upon her request due to the error in shipping. I'm not clear why FedEx charged her $5.00 for packaging materials. The only thing I can think of is the product was not being returned in it's original package. The package was rec'd by our returns department and the difference in timing is probably due to processing time. After the holidays our processing time is increased due to the number of returns we receive. We were unable to credit her card that she purchased the shoes on because it was no longer valid as she has confirmed. We were unable to accept her new card because our system does not allow us to credit a different card then what was used for payment. This is to protect our consumers and is posted on our website. The refund check was requested on 2/3 and mailed out on 2/14 so it appears there was some miscommunication in regards to this, our apologies.

If there is anything else we can do to help Mrs. [redacted] we will be happy to do so.

Best Regards,

VP of Operations

Review: I purchased two pairs of shoes from this website - that offered 10% off. As I was going through the checkout process the 10% was not applied, nor was there an option to enter the "offer code" they provide at the beginning of the purchase. I have called and left them messages as well as emailed them since the date of the original purchase. I have received 0 response.Desired Settlement: I would like the 10% credited back to my account and to be acknowledged by this business.

Business

Response:

The below was faxed over on 2.17.14 but did not appear to go through. Resending via the web.

Thanks

Thank you for making us aware of this complaint. Here at Hi-Tec we do our best to ensure our customers receive the best customer service experience possible. In reviewing this order we have not been able to locate any emails we received regarding this issue. Due to phone coverage I cannot deny or confirm that we received a phone call regarding this either. However, based upon this letter dated 2/5/14 I have reviewed Mrs. [redacted]’s (noted as [redacted] on complaint) order# [redacted] and have confirmed she did not receive the 10% discount she should have. As of today 2/17/14 we have issued a credit to the credit card used for this order in the amount of $13.99. This is confirmed by transaction ID# [redacted]. We apologize for the delay in responding to this query as it was sent to our corporate office in Portland, OR in error. We hope this will satisfy Mrs. [redacted]’s request.

Sent on: 3/3/2014