BBB Logo

Better Business Bureau ®
Start With Trust®
In Western Virginia

BBB Accredited Business since

The Orvis Company, Inc

Additional Locations

Phone: (540) 345-6789 1711 Blue Hills Drive, Roanoke, VA 24012 http://www.orvis.com

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers sporting goods and equipment, as well as clothing and gifts, via mail order and retail stores.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Orvis Company, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Orvis Company, Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 7 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

7 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 5
Total Closed Complaints 7

Customer Reviews Summary Read customer reviews

1 Customer Review on The Orvis Company, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

top
BBB file opened: June 15, 1987 Business started: 05/15/1987 in VA Business incorporated: 09/29/1989 in VA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State Corporation Commission
P.O. Box 1197, Richmond VA 23218
http://www.state.va.us/scc
Phone Number: (804) 371-9733
Fax Number: (804) 371-9211

Roanoke City Business License

Phone Number: (540) 853-2524

Type of Entity

Corporation

Business Management
Mr. Mike Rigney, Chief Operations Officer Ms. Chris Andrews, Customer Service
Contact Information
Principal: Mr. Mike Rigney, Chief Operations Officer
Business Category

MAIL ORDER & CATALOG SHOPPING SPORTING GOODS-RETAIL OUTLETS-STORES, FACTORY, MILLS GENERAL MERCHANDISE-RETAIL

Industry Tips
BBB TIP

Additional Locations

  • 1711 Blue Hills Drive

    Roanoke, VA 24012 (540) 345-6789

  • 19 E. Campbell Avenue

    Roanoke, VA 24011 (540) 345-3635

  • P. O. Box 12000

    Roanoke, VA 24022 (540) 345-6789

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

Industry Tips

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

4/8/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Please help me get my money back from Orvis.  These trousers did not come.  They have a wrong address also they will not reimburse my gift card.  I received no trousers for my son for Christmas!  Nor do I want them no because he is back in the military and gone for awhile.  They said they would credit my gift card back.  I am out $236.95!  They are misible to deal with and arrogant!  They refuse to credit me or trace what happened to them!  They have made fun of my English.  I am a senior and this is very descrimatory  and frustrating.

Desired Settlement: Credit

Business Response: Dear BBB, We have discovered this customer to be an abuser of the system.  In addition to our associates always being polite and helpful to her, we have refunded every dime she has ever spent with us.  She uses 5 different names to order, and also several different PO Boxes.  She claims non receipt of every order and continues to order again with her refunds.  She is not out any money at all, in fact the opposite is true.  We do not wish to continue business with this customer, and we will be sending her a letter to that extent. Thank you!  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2013 Problems with Product/Service | Complaint Details Unavailable
8/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Late last year, after my birthday in October, I purchased a fly fishing reel from Orvis via mail. I later purchased two spare spools, but found they would not work with the reel base. After a frustrating attempt to contact Orvis via phone, I went to the store in**********, WA. The assistant replaced the reel and spools with a an updated version and I left feeling satisfied.Recently, I had the misfortune to drop the reel base while changing spools, and the guide pillar broke. As the base is made of cast aluminum, it cannot be repaired.I contacted Orvis via email and they agreed that it was irreparable. I was informed that the model of reel was no longer produced and was therefore not available for replacement.When I pointed out that their policy was, and I quote "We will refund your money on any purchase that isn't 100% satisfactory. Anytime, for any reason. It's that simple." I received another email saying that the model of reel had been discontinued for a year.Yet they supplied me with one just over six months ago from a store that had them in stock!As you can imagine, I am most dissatisfied. Not only was I given a product that did not fulfill its function, but I am of the impression that I was misled by being given a product they no longer are willing to support, and they do not live up to their advertised service code.

Desired Settlement: A refund of the cost of the items. I do not feel inclined to do any further business with them.

Business Response: Thank you for forwarding the message to me again, as I did not receive this the first time. We have chosen to refund the customer the original amount he paid for the Reel and the extra spools, the amount of $58.00.  This was done as a courtesy exception for the client, as we had already fulfilled our warranty, and replaced this item at no charge once already.  This time he broke the item by dropping it, and misuse/accidents are not covered by the return policy.  I hope that this resolves the issue, and I have e-mailed the details to the customer.  He will have the refund processed to his account within 3-5 business days. Sincerely,   **** ** ****Voice Of the Customer SpecialistThe Orvis Company Inc.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/3/2012 Problems with Product/Service | Complaint Details Unavailable
4/3/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a sweater from Orvie via the Internet and had to return it because the size was too large. They charged my visa card $148.67 for the order. They then credited my account for $ 127.21 which is less that the price of the sweater. They kept the tax charge even though they had the item in their possession and would not of had to pay tax on a returned item. I spoke to them several times to no avail. I consider this very bad business and hope no one else will be in my position of getting less money on a credit than the purchase price of the item. Really not good!

Desired Settlement: ORVIS OWES ME $12.11

Business Response: I have refunded the customer in full - $21.46. I called the customer did have to leave a message that I have refunded her in full including the $6.95 return shipping and the original shipping she paid to get the sweater and the applicable taxes.

Consumer Response: Ms. **** states she has not received refund. 

Business Response: The Customer is correct the refund for the remaining balance has  not processed.  This will go to her credit card tonight at midninght.  For the delay in refunding we have issued her a $50.00 gift card.  I have emailed the customer and will try to reach her by phone.   Thanks,  ***** *******

Consumer Response: The refund was posted last night, April 2, 2012------------finally. Regards,***** ****  

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2011 Problems with Product/Service
6/10/2011 Problems with Product/Service
1