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Sierra Trading Post

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Sierra Trading Post Reviews (41)

Complaint: [redacted] I am rejecting this response because I do not feel that Sierra Trading Company was fully honest in their response.I did receive communication from (now I know that it was indeed from Sierra Trading) the business in January via emailHowever I did not receive the other communication (letters?, emails?) as noted in their responseAnd as I stated previously, the email did not look 'official' but rather like a phishing email so I discarded itBut I am curious as to why they did not respond to my phone calls to talk with them further when I did call in late January and February 2015, leaving messages I am disappointed with the response Regards, [redacted]

We have a happily refunded the customer the remaining balance of $ in the form of a gift card On 2/we were contacted by the customer and offer of ½ of the price of the item and this offer was accepted In addition, the top of the shoe is made of a material called Nubuck; It is similar to suede Nubuck has a brushed finished and it’s possible that the shoe rubbed against the mate during shippingIt was not defective Please see additional information sent in attachments As a note for any issue in the future, that may involve credit of a return, the customer will need to return the item, regardless of living state side since the ship to address is a freight forwarding company listed in the United StatesKind Regards, Sierra Trading Post Customer Service Manager

This email is a direct response to complaint filed with ID # [redacted] by [redacted] ***Upon investigation, we have found on December 9th at 6.32pm the said customer [redacted] entered our online web page at www.sierratradingpost.com and placed an internet order on our website Order # [redacted] , for item [redacted] Fleece Vest for ***$shipping $tax $total $further at this time the customer unsubscribed from receiving marketing emails by checking the appropriate boxHowever, on 12-30-our system shows the customer was once again active on our on STP website and on this date, subscribed to receive emails This may have been unintentional, and the customer may have accidentally clicked on something without realizing they hadPlease be assured we do not manually or automatically subscribe, our customers without their consent Upon further research, our records show a transactional email was sent from STP to [redacted] customer # [redacted] on 12-24-This is our customer service email thanking the customer for the order they had placedThis email for order # [redacted] would include the item pictured the customer had purchasedWe have taken all necessary steps to ensure the account is flagged correctly for this customer to not receive any marketing emails from us at this time We sincerely apologize for any confusion or frustration it is not our intent In a statement of good faith, and in hopes we can restore the customer’s faith in our companyWe have also issued a $E- gift card # [redacted] to this account for them to use on their next purchase with us

First, we apologize that your recent customer experience was unpleasant We appreciate your concerns of item ***, [redacted] outer shell We would be happy to waive the return shipping of the defective item and will cover the cost of shipping out the replacement itemBy calling our toll free number, [redacted] , we will process a return for the defective item as well as manually waive the shipping fee We will use this opportunity as a coaching tool for our customer service representatives to give you and all our customers our satisfaction guarantee for future purchasesWe appreciate your patience and business with us

Complaint: [redacted] I am rejecting this response because: I want the gloves I ordered, and do not agree that this was an honest mistake Regards, [redacted] ***

We would be happy to refund the purchase price of the shoes; however, the customer needs to send the shoes back so that we can share the defect with the vendor who supplied Sierra the defective itemOnce the item is returned we will refund the purchase price less the 20% discount that was already applied The customer did agree to keep the item for the additional for the additional 20% offWe could not locate an email with photosIn addition, the shoes are made with a different color on the toe If the customer would like to resend them to my attention we can review our decisionHowever, as it stands we would need the item back in order to provide a refund Kind regards,

This shoe has a star rating out of 5. Based on these ratings there does not appear to be a problem with sizing. Sierra Trading Post will be happy to refund the customer the full price paid ($33.95) for the shoes that do not fit or meet their expectations.
We make it easy for our customers; all they need to do is put the prepaid label on a box and ship it back to us and we’ll provide a refund of their purchase price. We want our customers to be satisfied with their purchases As a gesture of good will we have issued a $edeal card to the customer’s account, they may use on another order and shoe selection, as we are currently sold out of this item.Kind regards,Sierra Trading Post

Complaint: ***
I am rejecting this response because:Enter URL "http://www.sierratradingpost.com/***/", look for the "Reviews"
Regards,
*** **

Dear Revdex.com, Sierra Trading Post investigated the lost package and found that it had been successfully delivered to the correct address and signed for at the dock on March 13, Sierra Trading Post is not responsible to packages once they have been successfully delivered to the correct
addressThe customer is responsible for the package once it has been delivered to the address specified when placing the order. Attached is the tracking information that shows the package was delivered and signed for. If the customer uses a freight forwarding company it impacts our ability to file a claim. The customer needs to see restitution form the freight forwarding companyKind Regards,Sierra Trading Post Customer Serivce

Our position of issuing a gift card or refund on the shoes has not changed We ask that the customer return the shoes and we will promptly refund the purchase priceWe would consider extending a discount on another selection as we are currently sold out of the original item.Kind regards,

It’s with deep regret that we are unable to supply the customer with a *** *** mitted (***). Sierra Trading Post purchases closeouts and overstocks and we have completely exhausted our entire inventory. We are reaching out to the vendor to inquire if they have any more of this particular model, however, there is no guarantee. Sierra Trading Post has apologized and as a good faith gesture issued a $edeal card on 3/when we were notifiedWe will be in contact with the customer should ***, the maker of the *** Down mittens be successful in locating a black pair in a size Once again, we humbly apologize for not being able to readily fulfill the item, as we want our customers to receive what they ordered Respectfully,Sierra Trading Post

This complaint speaks to several different issuesSierra Trading Post does have a satisfaction guarantee in place and our return policy stipulates products returned within six (6) months of the order date will be refunded by original payment methodProducts returned after six (6) months will be
refunded by gift cardWe want all of our customers to be completely comfortable with their purchase which is why we have these policies in placeBut with that being said, we must be aware of the real costs of doing businessOur returns policy and satisfaction guarantee has been fully honored in the case of this customer. Our choice to discontinue our business relationship was certainly not a rash decision and was based on thorough analysis of the customer account history over a five year periodIn this case, Sierra Trading Post had sent a series of three letters (6/22/10, 3/27/14, 12/17/14) and our Accounts Relationship Specialist has attempted several additional electronic communicates after the third letter was sent without direct response from the customerThe intent of these letters was not meant to be insulting, but a way to proactively extend the variety of customer service options available to help with color/sizing/measurements, etcto assist with making informed pre-purchase decisions in order to reduce the account return rateWhen a customer returns a high amount of merchandise we are not serving them properly and it is a bad relationship for both partiesWe incur a loss due to the fulfillment costs, shipping expense, return handling and restocking expenseUltimately, while the average return rate is less than 20% at Sierra Trading Post, we lose money on accounts with return rates over 60% and the account return rate has continue to increase over time This customer has returned over 64% of their purchases during the last yearsWe have been open and honest in our multiple communicationsWe let her know in our second letter that it would not make sense to continue with orders if we couldn't make the relationship mutually beneficialWe stand behind our decision in the third letter not to accept orders going forward because it is unreasonable for us to maintain a business relationship which is not cost effective

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
My complaint had nothing to do with the merchandise, it was with the never ending emails that started after placing the orderThe emails have since stopped
Regards,
*** ***

I am responding to complaint [redacted] regarding a return on a pair of [redacted] Sandals. Sierra Trading Post return policy does allow returns even if the item is not defective.  It appears as though our return process was not communicated properly and for this we apologize. We do ask that any item...

that is returned for a credit be in sellable condition.  This particular item was returned to Sierra Trading Post and was promptly refunded the full price including any return shipping fee for the use on the Return Service label of $6.95 for a total refund of $52.32.  Today an additional credit of $8.69 was issued for the original shipping and the tax on the shipping. I feel it’s worth mentioning that item [redacted] has a 4 ½ out of a 5 star rating and we have sold over 1500 of them.   And in the future should our customer have any questions or concerns that they reach out to a supervisor as this situation could have easily been remedied. The customer does have a $10.00 edeal card on their account that is valid through 10/15 and one that was issued today as a good faith gesture.  It is my hope they give us another opportunity to serve them. Kind regards,Manager of Customer Service

Unfortunately, the item that customer ordered and wanting is no longer available.  The customer did receive a full credit for the returned item. Without inspecting what the customer did receive, we are unable to validate if what was sent  an error in the  “picking bin”.   We...

do have a similar mitten if he is interested in inspecting it.  The item # is [redacted] Mitt S Ski Mitten – Waterproof, Insulated (for Men and Women), it has a 4 ½ star rating out of 5.  While it does show out of stock on the website.  There is one holding for our customer if he is interested in it. He can contact us at his convenience if this meets his needs. The customers file is noted where the item is. We do apologize that the first item was not what he ordered and hope this alternate item, will meet his need. Kind regards,Sierra Trading Post

Unfortunately, a credit cannot be applied to the account unless we receive the merchandise back.  Sierra Trading Post should not be expected to incur the entire monetary loss.  There are a couple of customer reviews that mention the sizing did run large, and Sierra Trading Post is willing to reimburse 50% of the purchase.  The jacket can be sold or given as a gift.  If customer would like to receive a full credit for the jacket then it must be returned and then a prompt refund will be issued as Sierra Trading Post could sell it at the full asking price. Kind regards,Sierra Trading Post Customer Service

We have a happily refunded the customer the remaining balance of $13.85   in the form of a gift card.  On  2/9 we were contacted by the customer and offer of  ½ of the price of the item and this offer was accepted.  In addition, the top of the shoe is made of a material...

called Nubuck; It is similar to suede.  Nubuck has a brushed finished and it’s possible that the shoe rubbed against the mate during shipping. It was not defective.  Please see additional information sent in attachments.  As a note for any issue in the future, that may involve credit of a return,  the customer will need to return the item, regardless of living state side since the ship to address is a freight forwarding company listed in the United States. Kind Regards, Sierra Trading Post Customer Service Manager

Complaint: [redacted]
I am rejecting this response because:now , I am in china .the jacket is in china. if return need international postage,and the stp said not bear. I think they are not correct right size.the jacket's size is larger than the size "L".Above 2 points,I think, because of their mistakes, I bought a large size of clothes.again,the size is wrong ,is too wrong .Mislead consumers!!!!
Regards,
Zuo Guang Yu

Complaint: [redacted]
I am rejecting this response because: this was the item sent, relabeled as the item I ordered, and retails for less than half.  I want the item I ordered, and am happy to pay the advertised price.  If you shipped the [redacted] mitt in error, then why did it ship in packaging that mislabeled it as the item I ordered?
Regards,
[redacted]

This is in response to complaint ID # [redacted]. Sierra Trading Post customer had placed a note in the return of her boots about being dissatisfied with the shipping costs as it related to her return. Sierra’s Return Supervisor, received the note and issued a full refund of all shipping. The...

customer received a credit for the item on 11/28/16 and credit of the shipping on 11/30/16 as a courtesy.  An email was sent directly to the customer.  The total credit to the customer was $74.84. We apologize in our delay in responding to the Revdex.com.  Tell us why here...

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