ComplaintsforSierra

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  False representation and zero response to emails. I sent them a photo of what they were claiming their product looked like, vs what it really does. Instead of a lovely blue that I was led to believe I was buying, I got a drab, much darker and grayer one. And no, it's not my monitor. It's a photographer or seller trying to make their product more attractive than it actually is. And returning it, they will charge me for the shipping, which would leave me with nothing and cost more than the products. Emails have gone unanswered for days. It’s not a lot of money, but it's the principle. In the uploaded photo, on the left is their representation, on the right is what I got. Same image I sent to them 4 days ago with no response whatsoever.

  Customer response

  04/10/2024

  It's resolved. They reached out to me once they got the complaint via the BBB and handled the issue swiftly. Thanks!

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed website order# EP7241970 on 2/12/24, based upon written item description and photos. The order consisted of three(3) items, total. One of the items which arrived, 4AKPR-01-35-REG/ TNF BLACK, was not as described or pictured on the Sierra website, though it is the correct item according to the manufacturer tags attached to the garment. Reviews of this item on the Sierra website indicate that I am not alone in my experience of receiving an item not as described. Obviously, Sierra made an error in the description and photographs of this item, which is the sole information customers utilize when deciding whether to purchase. The company's responses to my request asking to return the garment for a refund in full, due to their error, have been rebuffed. It seems that any return of this item will be assessed a shipping/return fee. In the alternative, a store credit may be requested though there is also a fee assessed for the return with that option. Given that the error was made solely by Sierra, I feel it is unreasonable to expect that I should pay any fees or receive anything less than a full and complete refund of the total purchase price, including any taxes and shipping, for the return of this item. Further that Sierra should pay for the return shipping of this item. Thank you.

  Business response

  03/01/2024

  We apologize for any inconvenience regarding the confusion with the return shipping fee. A return shipping fee is not charged when incorrect items are received. We have issued a refund for the full price of the item. The return shipping charge was waived. You should see the refund on the original form of payment in 7-10 days. Please let us know if there is anything else we can assist you with as we're happy to help in any way that we can. 

  Customer response

  03/04/2024

  Regarding the response from the merchant, Sierra- I was contacted by phone and spoke with a representative on Feb 28, 2024, if I recall correctly, who advised that I would be refunded the full for the price of the item to the original method of payment and that I should not return the item but, rather, keep or dispose of it at my discretion as an apology for the difficulties I had encountered.
  

  I mentioned that I have no use for the garment, such as it is, and I'm happy to ship it back if, and only if, Sierra pays for shipping by providing a shipping label which I did not receive.

  I did not note that reflected in the Sierra response to the BBB.

  If Sierra provides a shipping label to me in a reasonable amount of time,let's say 48 hours from now, I am happy to return the item otherwise I will do as advised by the representative I spoke with on the telephone.
  

  However,I did receive a full refund in the amount sought to the original method of payment with which I am satisfied.
  

  I am only including this information, in an attempt to keep pertinent facts straight and accurate.
  

   

   

   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a JBL Partybox bluetooth speaker. Boy was I surprised to open it and find a carefully repackaged old plastic tool box (with a weight inside ... I'm sure to approximate the speaker). When I took this back to the store they refused to accept the return and gave me the name an email address to the "regional manager" which was total junk.

  Business response

  02/15/2024

  We regret any inconvenience this may have caused. We contacted you at the phone number provided but were not successful in speaking with you. For assistance, please contact our Customer Service Department at 1-800-713-4534 and we would be happy to assist you.

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  Refund provided.
  
  Regards,
  
  Caleb Wright

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a jacket from Sierra Trading that came damaged - sleeve was soaked with some liquid. Also, the color was not as pictured online. No return label was included. I had to call several times before one was emailed to me. I brought the item to fedx which shipped it back immediately. I have all tracking information. I called 2 weeks later to check the status of my refund. Service person said it was being processed. I called back again 10 days later to check status. This time they told me jacket was received wet and unsellable so they mailed it back to me. I sent it back to them in the first place because it was wet and the wrong color! They are refusing to refund my credit card. They said a manager would call to discuss but never did, so I called back two more times. Customer service people were rude. This is a criminal act not to refund me for a damaged item they shipped to begin with. I have never had such an unethical and unpleasant experience with a retailer. Their actions are criminal and should be investigated.

  Business response

  02/07/2024

  We regret any inconvenience this has caused. We have submitted a refund for the item to your bank on 02/06/24. The refund should show on the original form of payment in 7-10 days but may vary depending on your bank. We appreciate your reaching out. We’re happy to help.

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Kim Glendon

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm a abroad customer form China . On December 23, 2023, I placed an order on SIERRA for a pair of boots and paid by credit card. Shoes price is $49.99.When I received the goods, I found that the shoe size was wrong. I ordered size 8 shoes, but I received size 12.5 shoes and the shoes box is size 8. This was a low-level error. I communicated with the website customer service via email, and They asked me to send the item back via FedEx and refund the standard shipping cost. If I send shoes from China to the United States, the express delivery fee exceeds the price of the shoes. It is their mistake to send the wrong goods ,and the reply is to make me bear the mistake. Now if my interests will be seriously damaged according to the method ,this is not a satisfactory answer for me.

  Business response

  01/24/2024

  Good day,

  We are sorry to hear that you received an incorrect item on your recent order.  We have issued you a refund which should appear back to your original form of payment in 7-10 days but may vary depending on your bank. We appreciate your reaching out. We’re happy to help.
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi, I ordered three things from Sierra for my husband as a present. Order # 41004345 and it was delivered today 1/5/2024. A fly fishing rod in an aluminum case for $229.99, a fly fishing reel for $99.99, and a fly line for 49.99. The order was shipped in two separate packages and both packages made it to my house but had some issues. The package with the fly line and reel had one piece of crumbled brown paper. The reel comes packaged in a box but was not taped close so the reel was loose in the box banging around for the trip from Wyoming to Florida. Other than some marks it should still be useable but just wanted to note it. The package with the fly rod had zero padding of any kind. The fly rod itself comes packed in a nice aluminum and brass tube (it is a 4 piece rod so the tube is 2ft long) that is meant to be used for the life of the rod to store it. The box was quite a bit longer and could fit multiple of the rods in it so there was plenty of space for the rod to get bounced around and damaged. I received it with the rod tube ends damaged, the tube itself creased in the middle and the rod itself having a broken end. While trying to do a return online, the only way to get my money back is by losing $8.95 for shipping it back and $200 plus for taking a day off work to drive to a fedex facility to mail it. I would be ok with the store credit option they give but I would need the package picked up or once again I would have to take a day off of work (losing $200+). Using the virtual assistant gets me nowhere when trying to get a pickup scheduled so I can get refunded or get the store credit. Trying to get it to connect me to a live agent ends up with it resetting back to the virtual assistant. I can send pictures of the packaging, the damage, and on the fedex delivery confirmation picture they can see the big box has a crease right across the middle where it was crushed.

  Business response

  01/16/2024

  We regret any inconvenience this has caused. We have submitted a pickup request for your damaged item to be returned to us. Once received, you will be refunded to your original form of payment. Once the refund has been submitted, it should show in 7-10 days but may vary depending on your bank. We appreciate your reaching out. We're happy to help. 

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. In the email from the company it also states they are waiving the shipping fees so I will accept as long as they refund the full amount paid after the item is picked up by Fedex.
  
  Regards,
  
  Diana Mendoza

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sierra Trading Post deliberately prevents customers from completing the returns by sending bogus instructions and withholding issuing return shipping label until after the return window closes. I placed an order (E40632163) on Oct 2 2023; I started the return on Nov 6, 2023 for 3 items of out many. The return was successfully initiated on the website through my account, I have received an email confirmation with the return instructions. Company’s email stated: "you have 10 days for this return, here is the link to print the shipping label." The shipping label link did not work, and I learned later from the customer care rep that the link has not worked for 3 years. I contacted the company by email on Nov 10 asking to help resolve the issue. The was no response. I followed up on Nov 13. The company finally acknowledged the issue on Nov 15th and sent me a notice that a FedEx shipping label has been issued. The company intentionally withheld issuing the return shipping label for 9 days, placing me outside of the 40 day return period. The company then refused to accept my return package and has since shipped it back to me. When I called the company’s customer care on Dec 15th I learned that the link to the shipping return label in the return instructions the company sends has not worked for 3 years. By design. It was never meant to work for anyone to successfully complete the return. This is obviously consumer deception and fraud. The company deliberately and systematically prevents customers from successfully completing the returns in two ways: 1) The company deliberately sends instructions that are not meant to work (a non-working link to a return label), 2) and the company’s customer service intentionally take so long to resolve the issue with a return that the customers are bound to miss the return window (9 days out of 40 days of the return period in my case)

  Business response

  01/03/2024

  We apologize for any inconvenience this has caused. We were unaware that the return shipping label included in email notification wasn't working. We have refunded the original form of payment for the three items being returned on order E40632163. The credit should appear on the billing statement within 7-10 business days. 

  Again, we're very sorry for the inconvenience and appreciate the opportunity to find a resolution. 

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Irina Parshikova

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/15/2023, I purchased a pair of ski pants from sierra.com. The package arrived on 12/20/2023. Also on 12/20/2023, Sierra began emailing me (multiple times) to let me know that the price of those ski pants dropped by $80.99 from the price I paid ($249.99 down to $169.00), encouraging me to buy the pants at the lower price. On 12/21/2023 I sent an email requesting a price adjustment to the lower price, since it was still within the return/exchange period and Sierra had been actively promoting the lower price to me. I had not heard a response in nearly 24 hours, so on 12/22/2023, I called customer service. I made the same request on the phone and was told that they could not honor the advertised price drop via price adjustment. I was, however, told that I could return the pants to get a refund of the higher price and immediately buy them again at the lower price, since the tags are still on and it is within the return period. Effectively, they could honor the lower price, but only through a multi-step process. Unfortunately, they have since sold out of my size, so the only way for them to sell the pants back to me at the lower price would be to send me back the same pair after I return them, which is not an option on their website. I asked if I could do this at a store (return the pants at $249.99 and then immediately repurchase them at $169.00), and I was told that that was at the discretion of the store. What I find troubling in this situation is that (1) Sierra aggressively advertised the lower price to me in targeted emails that started arriving on the same day as the item, but would not honor it. And then (2) I was offered a return/exchange option to get the lower price, but due to out-of-stock cannot use that option either, even perhaps in store. I think a fair resolution would be a price adjustment to the lower advertised price, or a guarantee to honor the return/exchange offer in store.

  Business response

  12/27/2023

  We regret any inconvenience this has caused. We submitted the refund to your bank on 12/27/2023. The refund should show on the original form of payment in 7-10 days but may vary depending on your bank. We appreciate your reaching out. We’re happy to help.

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is fair and satisfactory to me.
  
  Regards,
  
  Richard Nussbaum

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve placed an order on 10/14/2023. Order number is E40676961, amount $195.73. I used e-gift cards to pay for this order, those that have no expiration date and could be used at sister stores. The order was then canceled, and from the automatic email it says due to “out of stock”. A “gift card” was issue to me, but it has an expiry date of January 2024, and it could only be used at Sierra. This is definitely not equivalent to my original payment method. I tried to email and call to request them to transfer the fund to a normal e-gift card that does not have an expiry date and could be used at sister stores. They said they weren’t able to do that at all. Then, I found out that the order was actually not canceled because it was out of stock? but because they could not verify my bank account. I used my Visa card to cover the remaining $0.28. I've used that card for so long and I checked the billing information and they were all correct. At this point, I dont even want to buy anything from them anymore. They lied on the reason of cancellation at the beginning, but the real reason was actually not reasonable, then they reissued a gift card that will be expired in 3 months screaming use it or lose it. Is this even a legal practice? I'll probably be in the same cancelation situation again considering how the did it last time. I don’t want to waste my time anymore. I would like to have the refund back to my credit card.

  Business response

  11/24/2023

  We regret any inconvenience this has caused. We have refunded your gift card to your original form of payment. We submitted the refund to your bank on 11/22/23 and it should show in 7-10 days but may vary depending on your bank. We appreciate your reaching out. We're happy to help.

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Hong Hanh Tran

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 30, 2023 I ordered a pair of hiking boots. My order number is E40340637. There shipping guidelines state items will ship within 1-3 business days. A shipping label was created on July 1, 2023 but my item was not physically shipped. I contacted FedEx for a delivery date and they are not in possession of my order. I contacted Sierra and they are saying FedEx is lying. I would just like an actual shipping and delivery date so I know if I need to purchase hiking boots elsewhere. I need to have them by 7/12/2023 which was within the timeframe I was given when I ordered them.

  Business response

  08/01/2023

  Hello,

  We regret any inconvenience this has caused. Our records indicate this order was delivered on 07/07/23 and that we called and left a voicemail on 07/07/23 as well letting you know you should expect the package that day.

  Please reach out if you have any questions, we're happy to help.

   

   

  
  

*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. ↩