Simple Outdoor Solutions

The retailer has a poorly specified return policy and would not accept my return. I purchased an outsak outdoor food storage bag which is a fine metal mesh bag with a fabric Velcro top opening designed to stop rodents from getting into food placed in the bag (typically used when backpacking/camping).

After receiving the product I was concerned rodents might just chew through the Velcro top to get into the bag. I contacted retailer and he indicated he had no reports of this ever happening. I ultimately decided to return the new/unused product. I contacted the retailer, he sent return information and indicated the cost of original shipping would be deducted from the return.

I contacted retailer and asked if there was anything he could do about deducting original shipping costs. I explained that prior to purchase I read his websites return policy which said:

"Unused returns purchased through SimpleOutdoorStore will be fully refunded, excluding shipping costs, provided the return has the following requirements: The product is unused and undamaged; has the original packaging tags still attached; the original, dated, proof of purchase (receipt) is included, within 30 calendar days of Receipt of Payment email; and proper Return Goods Authorization code used. "

I said I thought "excluding shipping costs" meant return shipping, and had I known I would have to cover shipping both ways on a return I wouldn't have purchased. I suggested the website's policy on returns was ambiguous which is why I was asking if there was anything they could do about the original shipping cost.

Initially the retailer said the return policy "is what it is". The retailer also repeatedly (over several emails) told me how I was wrong about my concern regarding the product. The retailer was obviously offended by my concerns regarding his product. I understand someone sharing confidence about their product, but repeatedly telling a customer over several emails how they are wrong to worry about a product is demeaning; I had simply just decided the product wasn't right for me and just wanted to return it, not be lectured about how I was wrong to not want the product. I admitted I misunderstood what the product was, and that I should have called to ask questions prior to purchase. At some point the retailer offered to refund half the original shipping, I responded that I wasn't even worried about that anymore. I was going to find out how much return shipping was and then decide whether to return it. I specified that if I did return it I wanted him to deduct the entire original shipping cost from my refund.

I decided to return the product. The product comes rolled and was originally shipped in a box. I re-rolled it and wrapped it paper mailing wrap and used clear mailing tape over the paper wrap. As previously stated the product is a fabric strap and metal mesh bag. The retailer contacted me with the following:

"Attached are pictures of your return item. We cannot accept this as a return. It is flat. Simple as that. You sent this item in a way that is was going to be damaged. We ship our products in a box. It ensures that the item will arrive in NEW condition. The condition of your item is flat. I will drop it at the post office this afternoon and refuse delivery. This was grossly negligent. We are not even going to open the bag. The 10% restock fee will not bring this back to sellable condition.

Have a nice day.

SOS"

The pictures sent showed the package to be in the same exact condition as when I mailed it. The size and shape of the item I sent back was exactly how I initially received it out of the box. The package was not damaged in transport back. If the retailer thought the product was damaged, then they had originally sent me a damaged product. I had not used it, and it was certainly not damaged in transport based on the pictures the retailer sent.

I can not speak to the actual functioning of the product since I did not use it, nor will I if/when it is returned. I can say I found the retailers return policy on the website to be ambiguous (it should be specifically stated that customers are responsible for both original and return shipping on returns). I can also say that my experience in terms of customer service was that I was treated rudely and in a demeaning way.