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Business Profile

Clothing

Escape Outdoors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:10/03/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I initially order a Vuori black canyon insulated jacket in XS and the Vuori sunrise tank in size medium in hazelnut. This order was placed on 9/23/2023 online with promised 2-3 day priority shipping. Several days went by with no shipping confirmation or status on shipment so I called the company directly. They informed me that the tank top in that color was out of stock so we agreed to swap it for a different color and my order was updated on 9/27/2023. A little annoyed though that4 days had passed and I was never contacted about this issue from customer service, leading me to believe that had I not called this would have taken much longer to have received anything. My package was shipped the next day. There was a small hiccup with **** stating in tracking that an individual other than myself had signed for this but this was resolved by contacting the apartment leasing office for a parcel locker code I was supposed to have received but didnt. However when I received my package there was a rip or gash to the side of my package, and after opening the package they had sent me an incorrect item. I was sent the Vuori canyon jacket in size small in pistachio green, not black in XS. The sunrise tank was also missing from my package with no packing slip inside. I contacted customer care support and emailed photos and even contacted the owner ****** and have not been contacted back. This has been pretty poor experience dealing with this company and Id absolutely advise sticking to REI, Dicks or Academy. The customer support agent, ***, was very aloof about how to handle this situation and again no word back from the owner. I am providing pictures here as well. I was informed that the black jacket was out of stock but was not sent any pre-paid label to send back the incorrect jacket. I would like to send this back and just get my refund at this point.

    Business Response

    Date: 10/19/2023

    The issue has been resolved in the customer favor.  Return shipping label was sent and a refund was given despite conflicting and compelling barcode data that had been gathered regarding fulfillment.  Our pick and fulfillment software logs each item by unique barcode.  The customer's statements are not support with the data logs.  Correct fulfillment was support, however we have awarded the customer a refund.  Shipping and product weight information all supports the shipment was complete with 2 units despite customer's claim in receiving 1. 

    Customer Answer

    Date: 10/19/2023

     
    Complaint: 20691931

    I am rejecting this response because:

    Sincerely,

    ***************************

Escape Outdoors is NOT a BBB Accredited Business.

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