Mountain Gear, Inc

Review: I bought [redacted] in this online store. Paid $ 224.97 with the shipment. The jacket came without a hood. I called the store. They said that the hood is $ 20 and returned them to me. Jacket without a hood - the defective goods, and not $ 20 as compensation for the inability to use the thing.Desired Settlement: I want to store sent me the hood or a similar jacket with a hood.

Business

Response:

Dear Mr. [redacted],

I apologize for the delay, I missed the message. I will review your order and how to help you out and ask [redacted] in my office to get back to you no later than Monday afternoon our time.

Review: On Sept 9, 2013 I made an order #[redacted] at mountaingear.com. They authorized my card with full amount. Next day I got message from the store that they want me to provide payment via wire transfer for gull amount and to pay extra $20 as a bank processing fee. I refused to waste my time and money and cancelled my order. They said that my order is canceled, and the pending authorization has been canceled on their end. But it takes about a 30 days to money back to my card. It's Sept 24 today and I still don't get my money back and can't buy my items in other store. I believe this absolutely inconvenient business if they authorized card with full amount, knowing that they won't accept [redacted] and will ask for a wire transfer, leaving customers with no items and no money for a month. This is all their fail.Desired Settlement: I wold like Mountain Gear to compensate all my wasted money and time in amount of order total.

Business

Response:

The customer placed the order at 1:21 am on 09/09/13 at which time the credit card used was verified and authorized. All our orders go through a fraud review system as part of credit card authorization. This order failed the fraud review and we emailed the customer requesting a wire transfer as payment for the order at 12:00pm on 09/09/13 the day he placed his order. The customer emailed us back that wire transfer was unacceptable and we canceled the order on 09/10/2013 at 8:30 am. We did not collect any funds on the order at anytime however his card was authorized as would any ecomm transaction. We released the authorization on our end with our payment services company on 9/10/2013 at 8:39am. It is possible that his credit card company has a policy of maintaining a closed authorization for some period of time but any hold on funds is on his credit card provider not Mountain Gear's end.

His concerns:

We didn’t warn him during checkout that we expect wire transfers for risky first time international orders.

It is stated on our website in our customer information page. “When placing your first order with Mountain Gear, we may require payment by wire transfer.” This was stated in the wire transfer request email.

We don’t accept international [redacted].

That is a policy of our Payment provider.

He seems to believe that Mountain Gear has a hold on his money.

Moutain Gear never collected any funds on this order. We released the authorization at the time he cancelled his order.

We apologize that due to high fraud rates on international orders we request a wire transfer to complete high score orders from customers without any history with us. This order was flagged as a high likely to be Fraud. If iI can be of any assistance in getting the hold released for the customer from their bank with a letter or other proof that we released the authorization I would be happy to do so. Please contact me directly at [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mountain Gear refer to a fraud review system, but it still don't give them any reason to break a deal. If they have any apprehension they must check shipping\billing address or ask for bank account statement or even my ID's. But they did nothing. Is my Shipping address same as my Billing address? Yes it is. Is it seems to be a fraud? No way. Did they ask for my bank account statement or ID. No, they didn't. First they made deal and accepted it by verifying and authorizing my credit card. After that they violate deal asking for more funds and wire transfer, rejecting pay method they accepted first. Which is more likely looks like a FRAUD from the business. Furthermore Mountain Gear knows perfectly well that ALL credit card companies have a policy of maintaining a closed authorization for a long period of time. So I'm still unable to use my funds to make an order at other store to buy my items.

I'm still sure that this busyness is absolutely unacceptable. And I still want them compensate me all my funds and emotional pain.

Regards,

Business

Response:

Dear [redacted]

I apologize that you were unhappy with how your order was handled. I understand and empathize with you that you feel our communication could have been clearer. I can tell you that we truly did cancel your order and eliminate the authorization hold on funds the same day you requested it and never captured any of your money. Any hold on the funds is now your banks policy and I do not know how I can help with that. We are forced to follow these procedures as such a high percentage of international orders are fraud. Though I like to believe yours is not based on the honesty of your communication. I still have an extra large black [redacted] jacket that if you would like it I will accept your order with a wire transfer but waive the wire transfer fee of $20. The jacket is on sale for 139.98 and the shipping would be $45 for a total of $184.98. If this is acceptable to you I will put the jacket on hold while awaiting the wire transfer. you can see the jacket at: http://www.mountaingear.com/webstore/Clothing/Jackets/Marmot/Ama-Dablam-Jacket-M...⇄ but please just let me know rather than placing an additional order for it. If there is something else specific I can do other than my sincere apology please let me know your ideas.

Review: I received a Suunto Ambit2 in Black watch from a web order. The watch box looked fine when I opened it but on further examination, the box was torn on one corner, the internal portion holding the watch was crushed and torn, and the accessory pack was torn open. There were four copies of a quick user guide stuffed in the bottom and I do not know if there was supposed to he a full manual. The protective plastic cover was missing from the dial glass as well. It was apparent that the item had been a display model or had been previously sold or used. I contacted Customer Service by chat and requested a credit for a used watch and was offered nothing. I asked to return the watch and was told they could not prove it was previously opened for which I replied that I had to open the box to know that it was previously opened. I asked for a shipping credit for the return and was denied. They advertise a hassle free return policy but then doubt the validity of the claim and refuse to provide a return shipping credit. I would have considered an exchange but now I just want a refund. I am not sure they will not hassle me over that request. I am sending the watch back on 10/03/14. They should credit the full cost of the order and the return shipping as well. It was not my mistake that the company shipped a used watch to me.Desired Settlement: Refund for original purchase and return shipping since it was the company's mistake for sending me a used watch.

Business

Response:

Customers issue has been resolved by a full refund including return freight cot.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

I WAS a customer for years. Not anymore. I'm in Taiwan, climbing, and need some more pro. So I placed an order on the MG website with my US credit card. A few days later I emailed them to find out why the order hadn't shipped. They said they canceled it because of potential fraud. FIRST, they NEVER notified me about the cancellation. I had my sister call the toll free number from the States and she said they were rude to her and told her they needed to speak with me before proceeding. In the meantime I emailed them and they said they needed to verify the address I used and the card and what not. I verified it all via an email or so I thought. FINALLY, I had my mom call. She had to re place the order because again it was cancelled without ANY NOTIFICATION!!! This was December 22. For whatever reason they said the package wouldn't reach her in Florida until January 6th. OK, my trip to Oz isn't until the 25th of January, cutting it close to ship to Taiwan but doable. Well here I am in Taiwan on January 8th. Has the package reached my mom? NOPE. has it shipped? Yep? WHEN? TODAY. So now I have gear going to Florida that will NEVER reach me in time for my TRAD trip to Mt Arapiles. What a joke this company is! NEVER AGAIN. Worst customer service ever. We have MANY places to buy gear from, climbers..I suggest you buy it elsewhere. I absolutely hate leaving any company a bad review, but in this case...no longer a customer, no longer a fan:(

Review: I ordered a pair of [redacted] on Oct 21, 2013 and they were shipped on Oct 22, 2013. I needed them for my husbands birthday on Nov 8, 2013, as I had already booked a 2 night stay in NH for an aid climbing weekend, and [redacted] wouldn't refund me my $365 for the hotel stay. The package never showed up for his birthday, and I had called twice as his birthday was nearing and I was getting worried about it, and the customer service rep said "It will get there when it gets there". I moved, so the package was forwarded to a different address, but then it was sent back to Mountain Gear for some reason, and now there hasn't been any activity on the package since Oct 31, 2013. I emailed Mountain Gear twice as well, with no response. I called Mountain Gear this morning and demanded a refund on my $196 purchase because I never received my package, and the seller was short with me, and said that this was the first that they had heard of it and would put a tracer on it. That was a lie since I had called twice and emailed twice, and got no where with them. He stated that is was being sent back to Mountain Gear, so I said I wanted my refund!!! He said no, and that they would refund me whenever they get the package and when I asked how long that could take, he said "a few weeks, a month". That is unacceptable!! They know it's going back to them, and not me, so it's not like I would be pocketing money and my purchase, and I need my money back now so I can buy my husband something else for his belated birthday! I don't have an extra $200 kicking around, and want my money back!! The guy on the phone said he would transfer me to his boss, and he never did. He hung up!!!Desired Settlement: I would like my entire refund back today, and mountain gear can wait for the package to show up. It's not my fault that it was sent back to them, and they have the tracking number as proof that it's going back to them and not me.

Business

Response:

Dear Mrs. [redacted],