Outside Outfitters

Initial Business Response / [redacted] (1000, 10, 2015/11/06) */ I am the ownerThis has been credited back to the customerI am sorry for any inconvenienceThis has been taken care ofAt times, we see that the card holders bank may take extra time but this has been complete

We apologize for the delay with the credit and cancellation This customer has received a full credit back for the order from the bank

The consumer canceled the order and initiated a charge back quickly before we could issue a credit We are more than willing to process the credit but we cannot give credit twice

We originally had to hold this order because the cc declinedWe contacted the customer about the order being on holdWe processed the order and it was shipped and delivered to the customerThe customer returned the item and we allowed extra time due to the extra time upfront and worked with her to waive the restocking fee as wellAt the time of this order process and return, we changed credit card processors and they would not allow us to process a refund on an unlinked transaction from the old accountWe worked out the refund payment option for Paypal with the customer but she mentioned just taking it up with a bank disputeAt that time, our hands were tied and, per bank cc processing recommendation, we could not process a refund and risk the dispute funds all togetherWe were in communication with the customer throughout this timeThe customer had received the full refund back to her card

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] [redacted] from Outdoor Outfitters had called me on my cell phone on Tuesday, February 14, at 1:p.mEDT and left a voice mail I called him back immediately He agreed that a $refund was owed to me The original problem being that my order was incorrectly entered into their POS system Further Outdoor Outfitters had change POS system, since this transaction We had agreed that a product of equivalent value as the disputed amount be exchanged in lieu of a refund That is he would send me a bicycle part listed as $on the business website be sent to me in lieu of a $refund The product is suppose to be mailed to me I found that this pending resolution as satisfactory, if Outdoor Outfitters complies with our telephone agreement Currently February 17, 2017, I have not receive notification of shipment and still hopeful that Outdoor Outfitters will comply to this proposed resolution Sincerely, [redacted] ***

This was in error on our part and we have provided a solution for the customer with the $dueWe are waiting on a call back for the refund or will process a store credit according to what the customer wants us to do

Complaint: [redacted] I am rejecting this response because:I disputed the claim with my credit card company and they have given the business some period of time to respond to their dispute.You never refunded the money to the customer (me)If you had done so, the money would have been credit to my credit card, not to my bank accountYour phone system is not busyThere is only one person who picks up the phoneThe phone system is under-staffedSincerely, [redacted] ***

We have called, left messages, and explained that we are requesting them to call us for the refund, to process the refund manually over the phonePlease call us so we can complete the refundThe reason for this is we have upgraded our inventory/order management systems and do not store credit card
information

Initial Business Response /* (1000, 6, 2016/02/01) */
I apologize for any miscommunication on our part with the timeline on receiving your orderWe are happy to work with you to remedy the situationWe never received an email before this complaint, but we are willing to try to work something
out with you and your shipping costs, and try to make you happy over allThe credit was credited back to youWe received your return, and credited you back in the terms of our return policyPer our policy, refunds do not include the shipping costs, which is standard for most companiesThis transaction took place on 10/9/for $The transaction ID is: XXXX-XXX-XXXIf there is anything else we can do, please let us knowWe have provided you with a credit even though you said you did not receive one

Complaint: ***
I am rejecting this response because:
I did not request the chargeback with my credit card because I filed this complaint with the Revdex.comI have not changed my credit card from what was originally used and my paypal account has worked with no issues for several yearsHow about an old fashioned paper check for the refundThey have my address
Sincerely,
*** ***

We communicated to the customer that her order was indeed cancelled and creditedWe sent a follow up email referencing her credit which was finalized

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We had verified this order for security reasons which caused a delay with this orderThe customer received email communication replies back in regard to shipping status updatesSome of this email communication was over the Thanksgiving holidayWe were not able to process a credit because the
customer mentioned filing a dispute with the card companyWe emailed a follow up to the customer

Initial Business Response /* (1000, 5, 2015/05/13) */
This consumer received a refund towards the end of the month
There was a supply chain issue with this orderThe supplier shut down for two weeks and upgraded their systemsThey had it in development for a while and did an official shut
downTheir e-mail gave us a heads up and we prepared for it the best we couldThey told us it'd only be week but it ended up being 3, causing the delay
This was a delay observed by many companies around the US for this supplier
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refundThe issue was not about the delay from the supplierOnce I knew of the delay I cancelled my orderIt then took weeks with many phone calls and finally the complaint to get my refundThank youRight after filing the complaint I got my refundThank you!!

The customer's card was expired and we offered to get an update on
the card or offer an alternative form of a creditWe apologize for the
inconvenience and please accept one of the options offered or provide
updated card information for us

Initial Business Response /* (1000, 5, 2015/09/16) */
The product inventory was shorted by the manufacturer, although we had order confirmation for stock
We have credited back to the customer and sincerely apologize for the delayThe credit process was delayed because we were waiting for the
manufacturer

Sorry for the delay we had a restriction on a particular brand because of a promotion on the productIn the mean time we did in the process your credit and emailed you the credit receiptAgain, we apologize for the delay we were getting the brand restriction ironed out on the product, and that
took longer than expected

We are greatly sorry for the inconvenienceWe made sure your credit was processed in full and finalizedPart of the delay with your order verification process because of the dollar amount of your orderBecause it was being shipped to MalaysiaWhenever we process if the order is out of the
country it is subject to different verification checksWe are working quickly, but this can take additional time to do the verificationWe credited your account and did not ship the order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs long as the credit goes to my card this timeThey have promised and not delivered before
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/19) */
The order was placed December 25, and we informed the customer of the possible delayThis order had a hold on itThere were a couple factors on the customer's orderThe holiday, the weekend and sever weather delay from the shipping
carrier and New Years holidayThe order was shipped on the 7th and delivered the 9thWe expedited at no additional cost to get it to the customer as fast as possible after the delays mentioned
Please accept our apologies for these delays and the reasons for the delay
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)