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 2014 via email. However I did not receive the other communication (2 letters?, emails?) as noted in their response. And as I stated previously, the email did not look 'official' but rather like a phishing email so I discarded it. But 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]
This in response to customer’s complaint about not receiving credit for items returned. At the time of the customers purchase our return policy stated “items returned must be in sellable condition”. Three of the items were not in sellable condition due to being worn and soiled. Therefore the items...
were returned to the customer. They were the following items: hoodie ([redacted]) for $34.97, Cap ([redacted]) for $9.50 and Vest ([redacted]) for $69.96. The customer was given credit for item [redacted] Fleece Lined Dungarees, purchased at $24.47 and, item [redacted] Suitcase 32”, purchased at $62.96 in the form of the instant store credit he used. The customer used our instant store credit exchange and return program on line and applied all of the dollars from the above returns on exchange order [redacted]. The total of his returned items including the tax was $215.47 – the $2.95 = $212.47. The $2.95 is the return shipping fee for using our label. The exchange order ([redacted]) total was $262.38, the instant store credit was applied $212.54 and the remaining $49.84 was charge on the customer’s credit card. Just to reiterate, the customer has received credit for all item's even those returned. The customer is welcome to return any item as long as it is in sellable condition. I am including order screens to substantiate the facts above. Kind regards, Customer Service Manager Sierra Trading Post.
Complaint: [redacted]
I am rejecting this response because:About a year ago, STP started charging for returns and since, I have only had 1-2 returns. My recent return of a green blanket was not my fault as it was listed as 100% wool, but when I got it, the label said a wool blend of recycled wool & polyester. Even after I sent it back, their website continued to say 100% virgin wool. Their email to me went over old business from a year ago that was settled with the previous rep. That's not fair to drag it up when this new issue is just the result of website errors.
Regards,
[redacted]
This is in response to Revdex.com complaint [redacted] regarding a refund. Our Records show the items have not arrived in our returns department. Return shipping labels are included in every package for the convenience of our customers. The UPS tracking shows the return shipping label included in the...
original order was not used to return the items. As a precaution, Sierra Trading Post viewed previous orders return shipping labels. UPS shows that none of these return shipping labels were used to return the items. As a gesture of good faith and a customer courtesy, the [redacted] account has been refunded $128.66 for the items purchased on order [redacted] in order to resolve the issue in the best interest of the customer. The reference number is [redacted]. This should be reflected in [redacted] within 24 hours. The customer is responsible for the return of any items and we would not be able to extend this courtesy in the future. Kind Regards, Customer Service Sierra Trading Post
This is in response to complaint ide [redacted] regarding sheets that frayed after washing. The sheets were purchased in July 2015 and this order does fall under our return policy that items must be returned in sellable condition for a refund. Our returns department, after careful...
inspection, makes the decision if the item is defective to insure items haven’t been used and is defective before a credit is issued. Return Policy at the time of purchase Items must be returned in clean, sellable condition, and include any original packaging or hangtags. Returns made within 6 months will refund to original method of payment, returns made between 6 months and one year after the purchase date will refund to a merchandise credit. Our New Return Policy Items must be returned within 90 days in original condition to receive a refund or exchange. Original condition means the item is not washed, worn (aside from trying it on), damaged or altered and returned with all hangtags and original packaging where possible. Any item not meeting the timeframe or condition of this policy will be returned at the customer’s expense. However in this instance, the customer contacted us on 2/29 and at this time the associate noted the customer file to not charge for the prepaid label and to provide credit because the item defective. In another communication the customer was issued a $20.00 edeal card as good will gesture and apology. I am attaching the customer notes that pertain to the complaint. Unfortunately due to our business model of purchasing close out and overstocks we will not be able to send out a replace set of sheets. But, as stated above we will provide credit once they are returned. Kind regards, Sierra Trading Post’s Customer Service Manager
If the customer is not satisfied with the item then we welcome a return and we will promptly refund the full purchase price. The customer will be responsible for paying for the initial shipping to us. The returns department will inspect the item for defect as well as extended wear and...
should they find the item not water proof then the item and return shipping would be refunded. The customer will need to supply Sierra Trading Post with a receipt of trackable shipping. We certainly want our customers to be satisfied with their purchase. We are sorry for the inconvenience and look forward to making it right.
Sincerely,
Customer Service at Sierra trading Post
We do appreciate the customer long term loyalty with Sierra Trading Post since 2003 and apologize for the way this process has come across. We understand sometimes a return is unavoidable when shopping online. Return rates are one of the various business and marketing criteria used by Sierra...
Trading Post to help determine effectiveness and costs of our business relationships. We realize when a customer returns a high amount of merchandise we are not serving them properly and it can become a bad relationship for both parties so we try to work to move the return percentile toward a more mutually acceptable level starting with the account flag followed by subsequent series of letter communication. There had been a series of letters sent on (4/29/10 and 6/1/16) with the purpose to notify of current account standing and offer assistance in selecting products; If there is ever question about product fit, color, quality, availability, etc. our customer service department is always available via email, phone and chat. Our customer service agents also have access to knowledgeable product specialists to help answer more in-depth inquiresThe intent of these letters is not to be insulting, but a way to proactively extend the variety of customer service options available to assist with making informed as possible pre-purchase decisions. Accounts are flag in a systematic process which identifies customers who return over 60% of their purchases which is over three times the average return rate at Sierra. The return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five years. When analyzing customer purchase history, we do take into account those which utilize our online instant credit exchange program which allows the credit to remain active for 60 days (in the case the like item is sold out in a different size, etc.) and/or those which process exchanges when a purchase may not meet their expectations to offset return rates rather than refunds.We want to be honest of the real costs of doing business so we can keep our prices as low as possible. Ultimately, we lose money on accounts with return rates over 60% and want our customers to know there are options available to help reduce their frustration and costs associated with receiving items which do not work for their needs to build a mutual relationship.
This email is a direct response to complaint filed with ID # [redacted] by [redacted]. Upon investigation, we have found on December 9th 2014 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 [redacted]. $52.70 shipping $9.95 tax $3.43 total $66.08. further at this time the customer unsubscribed from receiving marketing emails by checking the appropriate box. However, on 12-30-14 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 had. Please 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 12-24-2014. This is our normal customer service email thanking the customer for the order they had placed. This email for order # [redacted] would include the item pictured the customer had purchased. We 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 company. We have also issued a $20.00 E- gift card # [redacted] to this account for them to use on their next purchase with us.
This is in response to customer complaint [redacted]. There must have been a break down in the communication as the customer was refunded the purchase price of the shoes, $114.96 on 2/1/16. It was also noted in the customer’s account, the customer agreed to send back the shoes with in the next...
month. Once the shoes are returned, and if a receipt of the duties and taxes are supplied with the return, these fees will also be refunded. We do have the item available in a size 9.5 if the customer would like them. Kind regards, Customer Service at Sierra Trading Post.
First, we apologize that your recent customer experience was unpleasant. We appreciate your concerns of item [redacted], [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 item. By 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 purchases. We appreciate your patience and business with us.
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 item. Once 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% off. We could not locate an email with photos. In 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 decision. However, as it stands we would need the item back in order to provide a refund. Kind regards,
We do appreciate the interest in shopping at Sierra Trading Post and have fully honored the return policy. There are no pending account adjustments due at this time. We understand sometimes a return is unavoidable when shopping online and do want customers to be confident in utilizing our return...
policy. With that being said, return rates are one of the various business criteria used by Sierra Trading Post to help determine effectiveness and costs of our business relationships to remain profitable. We utilize a series of letter communications over a period of several years, to notify customers of their account standing. In these letters, we offer ways to build a mutual relationship by offering information so the customer can make informed pre-purchase decisions. Accounts are flagged in a systematic process, which identifies customers who return 60%+ of their purchases – which is over three times the average return rate at Sierra Trading Post. The return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five years. Ultimately, we lose money on accounts with holistic account return rates over this threshold. We will further research this customer account, the most recent history for overall improvement and reach out to the customer directly for resolution to build a mutual relationship. Kind regards,Sierra Trading Post Customer Service.
This is in response to complaint [redacted]. The customer attempted to place an order with Sierra Trading Post on 3/23/16. However the credit card would not authorize a final charge. What the customer sees is a preauthorization. Sierra Trading Post has been in direct contact with the customer...
and his bank. The customer has been instructed to call us. Many banking institution will not remove the preauthorization without the customer’s participation on a 3 way call. We are confident we can resolve this issue quickly. Kind regards, Sierra Trading Post Customer Service
In response to the customers original complaint, Sierra Trading Post will accept a return of the items if the customer is not satisfied. We will provide the customer with a full refund. Once we receive the blankets a refund will be promptly refunded. Sincerely, Customer Service at Sierra Trading Post
Sierra Trading Post has a very generous return policy and stand behind our products. If the customer is not satisfied with the items they can be returned for a full refund. I understand that the customer would like a credit issued. However, we ask that if the blankets do not meet...
expectations that they be returned for a full credit. Sincerely, Sierra Trading Post customer Service
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]
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 2014 via email. However I did not receive the other communication (2 letters?, emails?) as noted in their response. And as I stated previously, the email did not look 'official' but rather like a phishing email so I discarded it. But 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]
This in response to customer’s complaint about not receiving credit for items returned. At the time of the customers purchase our return policy stated “items returned must be in sellable condition”. Three of the items were not in sellable condition due to being worn and soiled. Therefore the items...
were returned to the customer. They were the following items: hoodie ([redacted]) for $34.97, Cap ([redacted]) for $9.50 and Vest ([redacted]) for $69.96. The customer was given credit for item [redacted] Fleece Lined Dungarees, purchased at $24.47 and, item [redacted] Suitcase 32”, purchased at $62.96 in the form of the instant store credit he used. The customer used our instant store credit exchange and return program on line and applied all of the dollars from the above returns on exchange order [redacted]. The total of his returned items including the tax was $215.47 – the $2.95 = $212.47. The $2.95 is the return shipping fee for using our label. The exchange order ([redacted]) total was $262.38, the instant store credit was applied $212.54 and the remaining $49.84 was charge on the customer’s credit card. Just to reiterate, the customer has received credit for all item's even those returned. The customer is welcome to return any item as long as it is in sellable condition. I am including order screens to substantiate the facts above. Kind regards, Customer Service Manager Sierra Trading Post.
Complaint: [redacted]
I am rejecting this response because:About a year ago, STP started charging for returns and since, I have only had 1-2 returns. My recent return of a green blanket was not my fault as it was listed as 100% wool, but when I got it, the label said a wool blend of recycled wool & polyester. Even after I sent it back, their website continued to say 100% virgin wool. Their email to me went over old business from a year ago that was settled with the previous rep. That's not fair to drag it up when this new issue is just the result of website errors.
Regards,
[redacted]
This is in response to Revdex.com complaint [redacted] regarding a refund. Our Records show the items have not arrived in our returns department. Return shipping labels are included in every package for the convenience of our customers. The UPS tracking shows the return shipping label included in the...
original order was not used to return the items. As a precaution, Sierra Trading Post viewed previous orders return shipping labels. UPS shows that none of these return shipping labels were used to return the items. As a gesture of good faith and a customer courtesy, the [redacted] account has been refunded $128.66 for the items purchased on order [redacted] in order to resolve the issue in the best interest of the customer. The reference number is [redacted]. This should be reflected in [redacted] within 24 hours. The customer is responsible for the return of any items and we would not be able to extend this courtesy in the future. Kind Regards, Customer Service Sierra Trading Post
This is in response to complaint ide [redacted] regarding sheets that frayed after washing. The sheets were purchased in July 2015 and this order does fall under our return policy that items must be returned in sellable condition for a refund. Our returns department, after careful...
inspection, makes the decision if the item is defective to insure items haven’t been used and is defective before a credit is issued. Return Policy at the time of purchase Items must be returned in clean, sellable condition, and include any original packaging or hangtags. Returns made within 6 months will refund to original method of payment, returns made between 6 months and one year after the purchase date will refund to a merchandise credit. Our New Return Policy Items must be returned within 90 days in original condition to receive a refund or exchange. Original condition means the item is not washed, worn (aside from trying it on), damaged or altered and returned with all hangtags and original packaging where possible. Any item not meeting the timeframe or condition of this policy will be returned at the customer’s expense. However in this instance, the customer contacted us on 2/29 and at this time the associate noted the customer file to not charge for the prepaid label and to provide credit because the item defective. In another communication the customer was issued a $20.00 edeal card as good will gesture and apology. I am attaching the customer notes that pertain to the complaint. Unfortunately due to our business model of purchasing close out and overstocks we will not be able to send out a replace set of sheets. But, as stated above we will provide credit once they are returned. Kind regards, Sierra Trading Post’s Customer Service Manager
If the customer is not satisfied with the item then we welcome a return and we will promptly refund the full purchase price. The customer will be responsible for paying for the initial shipping to us. The returns department will inspect the item for defect as well as extended wear and...
should they find the item not water proof then the item and return shipping would be refunded. The customer will need to supply Sierra Trading Post with a receipt of trackable shipping. We certainly want our customers to be satisfied with their purchase. We are sorry for the inconvenience and look forward to making it right.
Sincerely,
Customer Service at Sierra trading Post
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
We do appreciate the customer long term loyalty with Sierra Trading Post since 2003 and apologize for the way this process has come across. We understand sometimes a return is unavoidable when shopping online. Return rates are one of the various business and marketing criteria used by Sierra...
Trading Post to help determine effectiveness and costs of our business relationships. We realize when a customer returns a high amount of merchandise we are not serving them properly and it can become a bad relationship for both parties so we try to work to move the return percentile toward a more mutually acceptable level starting with the account flag followed by subsequent series of letter communication. There had been a series of letters sent on (4/29/10 and 6/1/16) with the purpose to notify of current account standing and offer assistance in selecting products; If there is ever question about product fit, color, quality, availability, etc. our customer service department is always available via email, phone and chat. Our customer service agents also have access to knowledgeable product specialists to help answer more in-depth inquiresThe intent of these letters is not to be insulting, but a way to proactively extend the variety of customer service options available to assist with making informed as possible pre-purchase decisions. Accounts are flag in a systematic process which identifies customers who return over 60% of their purchases which is over three times the average return rate at Sierra. The return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five years. When analyzing customer purchase history, we do take into account those which utilize our online instant credit exchange program which allows the credit to remain active for 60 days (in the case the like item is sold out in a different size, etc.) and/or those which process exchanges when a purchase may not meet their expectations to offset return rates rather than refunds.We want to be honest of the real costs of doing business so we can keep our prices as low as possible. Ultimately, we lose money on accounts with return rates over 60% and want our customers to know there are options available to help reduce their frustration and costs associated with receiving items which do not work for their needs to build a mutual relationship.
This email is a direct response to complaint filed with ID # [redacted] by [redacted]. Upon investigation, we have found on December 9th 2014 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 [redacted]. $52.70 shipping $9.95 tax $3.43 total $66.08. further at this time the customer unsubscribed from receiving marketing emails by checking the appropriate box. However, on 12-30-14 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 had. Please 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 12-24-2014. This is our normal customer service email thanking the customer for the order they had placed. This email for order # [redacted] would include the item pictured the customer had purchased. We 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 company. We have also issued a $20.00 E- gift card # [redacted] to this account for them to use on their next purchase with us.
This is in response to customer complaint [redacted]. There must have been a break down in the communication as the customer was refunded the purchase price of the shoes, $114.96 on 2/1/16. It was also noted in the customer’s account, the customer agreed to send back the shoes with in the next...
month. Once the shoes are returned, and if a receipt of the duties and taxes are supplied with the return, these fees will also be refunded. We do have the item available in a size 9.5 if the customer would like them. Kind regards, Customer Service at Sierra Trading Post.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
First, we apologize that your recent customer experience was unpleasant. We appreciate your concerns of item [redacted], [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 item. By 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 purchases. We appreciate your patience and business with us.
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 item. Once 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% off. We could not locate an email with photos. In 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 decision. However, as it stands we would need the item back in order to provide a refund. Kind regards,
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
We do appreciate the interest in shopping at Sierra Trading Post and have fully honored the return policy. There are no pending account adjustments due at this time. We understand sometimes a return is unavoidable when shopping online and do want customers to be confident in utilizing our return...
policy. With that being said, return rates are one of the various business criteria used by Sierra Trading Post to help determine effectiveness and costs of our business relationships to remain profitable. We utilize a series of letter communications over a period of several years, to notify customers of their account standing. In these letters, we offer ways to build a mutual relationship by offering information so the customer can make informed pre-purchase decisions. Accounts are flagged in a systematic process, which identifies customers who return 60%+ of their purchases – which is over three times the average return rate at Sierra Trading Post. The return percentile is determined based on dollars/units sold and is measured as a rolling average over the previous five years. Ultimately, we lose money on accounts with holistic account return rates over this threshold. We will further research this customer account, the most recent history for overall improvement and reach out to the customer directly for resolution to build a mutual relationship. Kind regards,Sierra Trading Post Customer Service.
This is in response to complaint [redacted]. The customer attempted to place an order with Sierra Trading Post on 3/23/16. However the credit card would not authorize a final charge. What the customer sees is a preauthorization. Sierra Trading Post has been in direct contact with the customer...
and his bank. The customer has been instructed to call us. Many banking institution will not remove the preauthorization without the customer’s participation on a 3 way call. We are confident we can resolve this issue quickly. Kind regards, Sierra Trading Post Customer Service
In response to the customers original complaint, Sierra Trading Post will accept a return of the items if the customer is not satisfied. We will provide the customer with a full refund. Once we receive the blankets a refund will be promptly refunded. Sincerely, Customer Service at Sierra Trading Post
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Sierra Trading Post has a very generous return policy and stand behind our products. If the customer is not satisfied with the items they can be returned for a full refund. I understand that the customer would like a credit issued. However, we ask that if the blankets do not meet...
expectations that they be returned for a full credit. Sincerely, Sierra Trading Post customer Service
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]