Outside Outfitters

We apologize for the delay in credit and cancellation.  There was an order status of OPEN on this order which was in error.  The customer has received a full credit from us on this order.

Complaint ID: [redacted] Response: We were emailing our customer throughout the process. There was a stock order status update on this product that is was out of stock. We let the customer know there was a delay via email. We also received a voice message in addition to an email. At times, once we...

have an ongoing email chain going we move forward with the primary form of communication as being email. We asked if our customer wanted to continue to wait for the product or to get a full credit within the emails and he stated he wanted to wait. The customer has since been shipped the wheels and they have been delivered. Throughout this time, we were in contact via email.

Complaint: [redacted]
I am rejecting this response because:I did call the company and the gentleman I spoke...

with did take my credit card over the phone and reported the amount as being credited back to me in full. Unfortunately no refund ever appeared in my bank account so while the business may believe it has refunded my money it has not. I'm not going to call them with any more credit card numbers as trust has been lost. Thank you for your time addressing the complaint. 
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I checked with my bank today and no refund has been received or processed. In addition, my bank has no record of being contacted at any time by this merchant.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/10/21) */
I am the owner. Our processing system it is not allowing the credit to go through. I am not sure why it will not allow it. That has caused delays. We had a new hire and that caused delays as well. I will do whatever I have to do at this point....

I will have to issue a check. We are not trying to keep the credit from going through. It is a problem with our system and we will get this resolved.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept their proposed solution to the problem when I see a check arrive in the mail. Either that or they can return my funds electronically. Given the multiple times I've been strung around on this, now over five months, and the multiple other customers online that have had the same issues over well more than the last year, I do not accept that a single new hire and a computer issue could be the only and root cause for this issue. It is simply unacceptable for a company to continue to provide the same excuses for poor customer service. It is unacceptable to not provide a refund for a product that was never shipped or delivered. That is not just poor customer service it is fraud and theft. I will not accept any other excuses or delays as acceptable resolution to this issue.

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, but I had to file a complaint before they seriously communicated with me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company is not being honest in their response. They informed us that they did not have our oder
Sincerely,
[redacted]

We sincerely apologize for the frustration with this. The products have been delivered to the customer in Alaska. We were in communication with this person's wife throughout the order process and provided her with updated shipping information. We communicated that these tires were shipped from 2...

warehouses to complete the quantity of 6 total and let them know about this. We provided tracking to the customer to support the information we communicated to them - showing the fulfillment from the warehouse supply chain - 1st tracking showing the transit from the warehouse to the distributor and 2nd tracking showing the tracking to their address. The reason we were not able to cancel this order is it already shipped from the warehouse - the products were physically in transit. We apologize for the need to complete the order from 2 warehouses which is ultimately the core issue. The complete order has been delivered. This customer is welcome to make a return and we will also provide a full credit per our return policy (w/o restocking). The customer requested the order to be cancelled after the order was already in transit.

We changed our card processing services in between the time he ordered it and when he was to receive his refund. We did process his refund, but it didn’t go through because of the change in the card processors. We offered to do it by PayPal which he did give us his PayPal information. We were then...

blocked from PayPal. I apologize for this issue. He called on 12/6 to state that he called his card company to chargeback. At that point, we stop the refund process, because a lot of times they will receive the charge-back twice.

We greatly apologize for the back order on the item and understand you ended up wanting to cancel this off your order and not wait for the back order. We have provided a full credit of the back order item. This has been completed.

Final Consumer Response /* (2000, 7, 2015/10/08) */
I received the item, you can go ahead and close the complaint. Thank you.

We apologize for shipping out the incorrect size/product (1 of 2 items). This customer was sent a call tag on 11/2 per customer's request and because there was an error on our part with the incorrect product shipped. Customer also changed the sizing of the ordered item. We re-shipped the correct...

item (with different size request from customer). We resolved this for the customer.

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.
Sincerely,
[redacted]

We have provided a full refund to the customer April 12, 2016. The credit was process and crossed over by the time this complaint was issued. We are sorry for any delays but we did finalize the credit.

Initial Business Response /* (1000, 6, 2015/10/20) */
I am the owner. I called this customer on the phone. We have been experience a high call volume. We are returning calls as quickly as possible. This order has been settled.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
- 10/9/15 I placed a Web order to Outside Outfitters for a size XL Blaze Orange Marmot Trail Wind Hoody at a price of $70.92.
-After a week passed I attempted to get order status but no one answered my phone calls or email. (Their contract says shipment of Marmot products in 5 days maximum). After the third day not being able to contact them, I checked the Yelp reviews for this business. See http://[redacted]/outside-outfitters-earth-city . 9 people experienced the same thing as I was experiencing. They provided the lowest review possible
-10/19/15 Call from [redacted] at Cascade Outfitters. I told him that I cancelled my order since they did not honor their agreement to ship my product within 5 days and wanted a refund.
-10/20/15 Email received from [redacted] of Outside Outfitters. It said to please allow another 10 days for shipment. I sent an email reply stating that I had cancelled the order on 10/19/15 during my conversation with [redacted] and wanted my money refunded.
10/21/15 Revdex.com email sent to me asked if it was correct the matter had been successfully resolved. It has not been resolved. They did not fulfil their delivery contract. I want the order canceled and a prompt refund.
Final Business Response /* (2000, 15, 2015/11/23) */
We have finalized the credit back to [redacted] and we have been in communication with him daily until he confirmed that the funds were indeed transferred to his account a few weeks ago.

Complaint: [redacted]
I am rejecting this response because:
You have previously lied via email and said the order shipped.  Now you say you can't process a credit becuase I opened up a dispute with my credit card.  You have lied before and I refuse to cancel the dispute till a credit is issued
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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.