Liberty Mountain Sports LLC

As I mentioned before, the customer selected her freight method and with the combination of the type of items in her order (not the cost of the items) she was not able to get the flat freight amount This was not determinable at the time of ordering, therefore our website was not able to give her final freight cost Our freight costs are below the published rates that individuals get directly from USPS, which means that they are already discounted and we pass the cost thru to the customer We do not make money on the shipping of our products, nor mark them up to recover the discounts that are given on the products as the customer alludesWe take pride in all transactions with our customers and treat them all honestly and fairly Our shipping and freight terms are posted on our website prior to ordering and at time of placing the order, she did click the box agreeing to our shipping terms We are disappointed that Ms [redacted] still feels that the amount of freight (even after the first refund) is still outrageous In an effort to remedy this situation, we will refund the remaining cost she paid for shipping this order, therefore she will get a refund of $on her card once she accepts our offer After this refund, she will have paid nothing for the freight of her order

Complaint: [redacted] I am rejecting this response because: As I mentioned before, we should be able to see what the shipping cost will be before we are charged anything so we can agree to it or not To blindly charge someone is unethical Sincerely, [redacted] ***

Ms [redacted] purchased items thru our pro-purchase program that we offer to individuals who work within the outdoor industry This program is a privilege and allows the individuals to purchase outdoor gear at deeply discounted retail prices We try offer flat rate shipping on most of our orders as long as the items on that order don’t disqualify the order from our flat rate program Items such as bulkier items, hazmat items, or items considered Commercial Commodity (ORM-D) can cause an order to be disqualified from receiving flat rate shipping It appears that there was an item on her order, SOF SOLE SHOE GOO, that is considered Commercial Commodity (ORM-D) and therefore did not allow her order to qualify for flat rate shipping Please note in these cases Liberty Mountain selects the best shipping method to get the order to the customer at the best shipping rateAt time of placing the order, Ms [redacted] clicked and agreed to our terms and conditions, which contained our shipping terms which was previously mentioned Due to the fact that Liberty Mountain is already discounting their prices on the inventory items, we are not always able to discount our shipping rates We currently pass thru to the customer the freight costs that we are charged When Ms [redacted] called in, she did not identify herself as a pro-purchase customer, therefore was sent to an incorrect person who handled her call Per our independent review of the freight method that was selected, we billed her accordingly But, due to the fact that she was told that she was going to receive a refund, we decided to honor our promise and credit her credit card by the amount of $ It is policy to issue refunds within days and her refund was issued on 01/10/ We did have other sales people try to reach out to her around 12/15/and she failed to respond back to us to make this situation better before reaching out to the Revdex.com We believe that we have adequately resolved her complaint and there is no further action warranted

As I mentioned before, the customer selected her freight method and with the combination of the type of items in her order (not the cost of the items) she was not able to get the flat freight amount.  This was not determinable at the time of ordering, therefore our website was not able to give her final freight cost.  Our freight costs are below the published rates that individuals get directly from USPS, which means that they are already discounted and we pass the cost thru to the customer.  We do not make money on the shipping of our products, nor mark them up to recover the discounts that are given on the products as the customer alludes. We take pride in all transactions with our customers and treat them all honestly and fairly.  Our shipping and freight terms are posted on our website prior to ordering and at time of placing the order, she did click the box agreeing to our shipping terms.  We are disappointed that Ms. [redacted] still feels that the amount of freight (even after the first refund) is still outrageous.  In an effort to remedy this situation, we will refund the remaining cost she paid for shipping this order, therefore she will get a refund of $14.50 on her card once she accepts our offer.  After this refund, she will have paid nothing for the freight of her order.

Complaint: [redacted]
I am rejecting this response because: As I mentioned before, we should be able to see what the shipping cost will be before we are charged anything so we can agree to it or not.  To blindly charge someone is unethical.  
Sincerely,
[redacted]

Ms. [redacted] purchased items thru our pro-purchase program that we offer to individuals who work within the outdoor industry.  This program is a privilege and allows the individuals to purchase outdoor gear at deeply discounted retail prices.  We try offer flat rate shipping on most of...

our orders as long as the items on that order don’t disqualify the order from our flat rate program.  Items such as bulkier items, hazmat items, or items considered Commercial Commodity (ORM-D) can cause an order to be disqualified from receiving flat rate shipping.  It appears that there was an item on her order, 283765 SOF SOLE SHOE GOO, that is considered Commercial Commodity (ORM-D) and therefore did not allow her order to qualify for flat rate shipping.  Please note in these cases Liberty Mountain selects the best shipping method to get the order to the customer at the best shipping rate. At time of placing the order, Ms. [redacted] clicked and agreed to our terms and conditions, which contained our shipping terms which was previously mentioned.  Due to the fact that Liberty Mountain is already discounting their prices on the inventory items, we are not always able to discount our shipping rates.  We currently pass thru to the customer the freight costs that we are charged.  When Ms. [redacted] called in, she did not identify herself as a pro-purchase customer, therefore was sent to an incorrect person who handled her call.  Per our independent review of the freight method that was selected, we billed her accordingly.  But, due to the fact that she was told that she was going to receive a refund, we decided to honor our promise and credit her credit card by the amount of $2.73.  It is policy to issue refunds within 30 days and her refund was issued on 01/10/18.  We did have other sales people try to reach out to her around 12/15/17 and she failed to respond back to us to make this situation better before reaching out to the Revdex.com.  We believe that we have adequately resolved her complaint and there is no further action warranted.