Outside Outfitters

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:
Outside Outfitters took 58 days to refund my money for a cancelled transaction--and then only after the intervention of my bank and the Revdex.com.  I...

ordered a sleeping bag from Outside Outfitters' website on August 18, 2016. When I had not received a shipping confirmation by August 31, I called inquire. I was told the product would not be available until 2017. There had been no indication of this when I ordered it, and obviously had I known, I would have bought it elsewhere. I cancelled the transaction and was told I would promptly receive a refund. After over a month, I had seen none--and got nowhere through several calls and e-mails to Outside Outfitters' customer service department.  I have no confidence that I would have ever seen a refund had my bank not demanded one, and had the Revdex.com not become involved. I am grateful for their intervention. But I am rejecting Outside Outfitters' response to this complaint because I want others to be aware and to stay away. Outside Outfitters recently had an F rating from the Revdex.com, and the Revdex.com's website shows many other complaints like mine against the business. It is a shady company. I certainly will never go near it again, and I urge others to take their business elsewhere.
Sincerely,
[redacted]

We were in communication about the order with this customer throughout. We processed a credit immediately as soon as she cancelled. We worked with her on the order and the timeline but, she cancelled and we then provided the credit. This has been completed.

This refund has been processed back from the customer, from their bank. We verified that they have received their money back and marked accordingly in our system. At times our phone system can be full but we answer calls daily M-F.

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

Initial Business Response /* (1000, 8, 2015/12/29) */
A credit has been completed for this customer. His credit was processed in the order that it was received and we apologize for the delay in processing the credit. We process these with a bit of a back up in the credit system. It has been fully...

completed.
[redacted]

We apologize for the delay on your product. when you canceled we ended up processing the refund at that time, but there was a delay and we apologize for that. We have finalized your refund, and emailed you your refund confirmation. If you have any other questions please contact us.

Initial Business Response /* (1000, 10, 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 delay. The credit process was delayed because we were waiting for the...

manufacturer.

We show that this customer was refunded on 2/14/2017 with transaction ID [redacted] but there was an issue with the credit card processing. We changed credit card processors and they would not allow us to process a refund on an unlinked transaction from the old account. This refund has been completed through Paypal to the customer's account. This customer agreed that we can use Paypal as an acceptable form for the refund. This refund has been completed.

Complaint ID: [redacted] Response: We had already provided the credit to this customer. They have received a full refund. We provided the refund transaction ID when he called in because he asked for information about the refund. The card issuing banks take an extra 24-48 hours which is what happened...

here. The refund was finalized but it was completed at his bank in 24-48 hours of processing time on their end.

We sincerely apologize for the delay.  Although delayed, our correspondence was to provide additional information to the customer about the credit process in being in a batch per day, per queue.  This customer has received a full credit for the order from the bank.

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, 2017 at 1:03 p.m. EDT and left a voice mail.  I called him back immediately.  He agreed that a $19.95 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 $17.95 on the business website be sent to me in lieu of a $19.95 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]

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 account. Your phone system is not busy. There is only one person who picks up the phone. The phone system is under-staffed. Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/15) */
The credit for this customer has been finalized some time ago. The issue stems from the supplier changed system and shut down. This affected their delivery of products. We greatly apologized this inconvenience and we are working to assure...

this does not happen in the future.

We originally had to hold this order because the cc declined. We contacted the customer about the order being on hold. We processed the order and it was shipped and delivered to the customer. The 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 well. At 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 account. We worked out the refund payment option for Paypal with the customer but she mentioned just taking it up with a bank dispute. At that time, our hands were tied and, per bank cc processing recommendation, we could not process a refund and risk the dispute funds all together. We were in communication with the customer throughout this time. The 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], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The merchant went silent for days and even weeks at a time, before giving me other options. Their unwillingness to refund my money was incredibly frustrating as they tried to direct me to buying a comprable product that I had zero interest in. It took over month to get my money back from the initial request for a refund. I had to file a dispute with my credit card company to get my money back. THE MERCHANT NEVER REFUNDED MY MONEY. My experience with Outside Outfitter's was beyond sub par and I would highly encourage any shopper who visits this site 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I asked for return shipping due...

to the length of time that this company took to credit my return as well as the aggravation of them ignoring my emails and not getting back to me.  Also It is a lie that they credited me at the same time as my complaint to Revdex.com.  I find it very hard to believe that it is a coincidence that I filed a complaint (added to the other complaints against this business) and they just so happened to suddenly credit my money back after the complaint was forwarded to them.
Sincerely,
[redacted]

This was in error on our part and we have provided a solution for the customer with the $19.99 due. We are waiting on a call back for the refund or will process a store credit according to what the customer wants us to do.

We changed credit card processors and they would not allow us to process a refund on an unlinked transaction from the old account. This refund has been completed through Paypal to the customer's account. This customer agreed that we can use Paypal as an acceptable form for the refund. This refund...

has been completed.