ComplaintsforSierra

• 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.

   

   

  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned the items to the store on April 15, and after the employee in the store verified the purchase, he gave me two return receipts. But I didn't receive any refund after one week, then I sent an email to Sierra customer service to let them know about the issue. At first, they replied really fast and sent me the return confirmation email for one receipt, and said they would refund the amount on two receipts. After two weeks I still had not received the refund, so I sent an email to them again, and they said they already process the refund, they will look into it after I gave them my full name, address and phone number. I replied to them with the information, and then they replied said the order number is not a valid order number. I sent the receipt to them again, and they don't reply to me anymore. I uploaded all the emails and also my card statement to prove I didn't receive the refund. Amex credit card ending in 3005. Also, two refund receipts are in the first email. In the email, it also shows it will refund to Amex credit card ending in 3005

  Business response

  05/18/2023

  Good Day -

  We refunded this customer the missing funds on 5/16/23. Please let us know if additional information is needed. 

  Thank you,

  TJX Digital Customer Service

  Customer response

  05/18/2023

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I used a gift card to place an order with Sierra.com in the amount of $154.76 on 5/2/2023. The order number is E40166410. I received a confirmation email on the order on 5/2-2023 at 3:34 pm. When I went to check the status of my order via the merchant’s website on 5/4/2023, the order showed a series of zeros. I did not know the meaning of the zeros so I contacted customer support via chat. When I connected with the customer support representative, they could not give a clear and concise explanation as to what happened with the order. They then settled on not being able to verify my bank information. I then told them that I used a gift card. The representative then resolved to tell me that they didn’t know the cause but could not reinstate my order. I followed by asking for a supervisor at which time the representative said that I would get a gift card in the mail and then abruptly ended the chat without offering a resolution. I then promptly called their toll free line for assistance. The phone representative researched my issue and could not see the reason why my order was canceled. She also couldn’t see my gift card or a credit in the system without digging further. She also stated that I requested that my account be closed. That was a lie. I made no such request. She then apologized and reactivated my account. I had no idea my account was pending closure! Was this done by the combative chat representative I spoke to earlier? I have no way to prove it was the case. Once the representative reactive my account, she attempted to reorder my initial items, but all were out of stock at the low sale price with the exception of 3 items. She did see them in stock at a higher price but could not give me a price adjustment. She then proceeded to help me order the 3 remaining items at the lower price and said that I would have a credit balance of approx 133.00 that I must use with their store. Given the experience, I asked for a cash refund, as I had no intention of purchasing from their store again. The representative said that she could not refund me and that the remaining credit would have to remain with their store. I then asked if I could see the credit on my end to use to make purchases at my discretion. She responded by letting me know that they could only see my balance and that I must call them to make orders to pay down the balance. I told her that they have not only cancelled my order without cause, but are holding my money hostage and that I am forced to order via phone with a company I no longer trust and with inconvenience. Again, the initial cancellation was done without cause and was of no fault of my own. I am asking that Sierra adjust the current price of the in stock items I initially purchased and use my remaining gift card balance to reinstate my order and promptly ship. The representative confirmed that the items are in stock, but not at the initial price I paid for. Given the inconvenience and accusation that I initiated account closure, I would also like an additional store credit added to my balance as a remedy for such a poor buying experience.

  Business response

  05/31/2023

  Good day,

  We regret any inconvenience this has caused.  We're happy to place a refund back to your credit card.  We have left a voice message and sent you an email.  We will need to verify the gift card number you received in order to do this.  Please reach out to customer service at your earliest convenience. We're happy to help.

  Customer response

  06/01/2023

  Complaint: 20020318
  
  I do not accept this response:

  I responded to Sierra’s email and informed them that I did not want a refund as a FiRST and FINAL remedy to the issue they caused.  As a remedy, I would like Sierra to honor my initial order.  I believe TJMaxx as a parent company, has the ability to adjust my order cost around currently stocked items. 

  My order was cancelled without cause and I have been deeply inconvenienced.  
  

  Again, please honor my initial order as requested. 
  Regards,
  
  Donna Wilson

  Business response

  06/01/2023

  We regret any inconvenience this caused. We certainly understand the frustration caused by cancelling the original order. We have created a new order to send the items at no additional cost to you. This should arrive in 7-10 business days via FedEx ground.

  Please let us know if there is anything else we can assist you with. 

  Customer response

  06/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  I received the items via FedEx as promised by TJMax and company Sierra. Thank you for resolving this very frustrating issue. 
  
  Regards,
  
  Donna Wilson

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a men's coat on ********** on 2/22/23 partially on my credit card/partially with a gift card. I later initiated a return and I promptly dropped the coat off (3/27/23) to ***** to ship back to Sierra. At this time, I was still within the return window to return the jacket either through mail or at a store. I made sure to inquire that I'd have no issues with returning in the mail because otherwise I would've returned to a store by 4/3 (within the return window.) My understanding was that if I initiated the return within 40 days, there would be no issues. The coat arrived to Sierra by 4/3 (within the 40 day return window on their website). My return was processed but I was credited all $449 on a gift card because "my return was not received within the return window and was not in original condition because hair was on the coat." 1. The item was returned within 40 days of the order date. The return was delivered back to Sierra on 4/3 (40 days from 2/22/23). Also, when I first got a return label I specifically asked if it would be a problem if shipping took longer than usual - otherwise I could've returned it to a store before 4/3 without a problem. I was assured there would be no issue since the refund was initiated within the 40 days window. This is consistent with how many other retailers approach returns through mails. 2. The item was returned in original condition. Sierra's return policy online states "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.” The jacket was not washed, not worn, not damaged, not altered, returned with all hangtags and with original packaging. The fact that someone claims there was hair on the jacket, which can just be easily dusted off, does not make the item not in original condition per Sierra's own return guidelines. I would like the return fixed and the $299.45 refunded to my credit card.

  Business response

  04/26/2023

  Good afternoon,

  On 04/19/23 we refunded this back to your credit card and left a detailed voice message confirming this.  Please reach out if you have any further questions.  We're happy to help!

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Om January 1, 2023 I placed an order (*********) which included a pair of ******* ******** ***** Low Hiking Shoes - Waterproof (For Men) Item #**JUN-01-13. Shortly a couple of was the sole started to come unglued in a couple areas on both shoes. In mid Feb23 (I don't have the exact date as I used their chat function and was not provided any record of the chat nr does Sierra maintain any record of it when I go to the site and log into my account... not even under the returns section) I contacted Sierra via their chat and explained what was occurring, offered to send pictures (was advised not to worry) and was issued a return label via email. I never used it and could not locate so I again contacted them O/A 28FEB23 via phone, explained I had lost the previous return label, no problem we will send a new one. They did such and I returned the defective item as instructed and advised. I received a credit (not for the full amount but minus fees... I was ok with that, to my Sierra account NOT to my CC return ***********. In mid march the item was returned to me w/ a note indicating it wasn't clean and could not be resold... its defective and should not be resold... you knew it was defective and issued a return authorization. 29MAR a NEW charge was added to my CC for I guess the credit - WHAT? No notice at any point of them wanting to or actuating charging my account. This is poor customer service at best but I call it fraud. To date they have relied on a policy reference of retuning new/unsued product. I asked to be elevated multiple times to supervisor... weeks later and multiple follow-ups no supervisor contact and multiple customer service tickets. Since then I have paid $15 to have this defective product repaired. Sierra is wrong and playing games. I want the charged removed from my account.

  Business response

  05/08/2023

  We regret the inconvenience this has caused. We have processed a refund back to your original form of payment. It can take 7-10 days to reflect on the original form of payment depending on your financial institution. Please dispose of the shoes as you see fit as we do not need them to be returned. We appreciate the opportunity to resolve this for you. Please let us know if there is anything else we can assist with. 

  Customer response

  05/08/2023

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of ***** ******* ****** Sport Sandals for Women 1NYVN-01-7-M. This was in order number *********. 0n 3/26/23, I received a package from Sierra in which they sent the wrong item. Sierra sent a pair of *********** Running for Men 1FNAN-01-7. Sierra is refusing to send me the correct item unless I follow a complicated procedure in which I must return the incorrect item. Sierra has billed me for the item I originally ordered but refuses to send me the item. I simply want Sierra to send the item that I ordered and paid for. I should not be penalized for the error they made in sending the wrong item.

  Business response

  03/27/2023

  We regret any inconvenience this may have caused. We are sending a new order to you to replace the wrong item that was received. This should arrive in 5-10 days via *****. Please let us know if there is anything else we can assist you with. We're happy to help in any way that we can. 

  Customer response

  03/27/2023

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a legging (***** size M in black) from the store- after wearing the item one time the bottom portion started unraveling and ripping. I have purchased these leggings credit from the specific company several times (including at your store) so it’s not specific to the brand. When I took the item to the store, the employee simply stated that since it had been worn, there was nothing they could do unless it was some type of manufacturing defect. I pointed out that an item ripping after a single use should be considered a manufacturing defect - I wasn’t even looking for a refund I would have been happy with a replacement for the item that I paid for. I had the credit card I used to pay for the item 2 weeks ago. Very disappointing.

  Business response

  03/24/2023

  We regret any inconvenience this has caused. Thank you for reaching out and providing your feedback. We have issued a gift card in the amount of $25.00 that you should receive in your email inbox. We're happy to help! 

  Customer response

  03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  It would have been easier had staff been properly trained to understand that a clear manufacturing defect should fall within any reputable store’s return policy. Hopefully another customer does not have to jump through hoops like I did as the return should have been processed then and there in the store. 

   

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reviewed some refunds but not all and have had to try very hard to get the remaining refunded. This has taken many emails and no results. I’ve been refunded 557 but this should be 660+ (depending on tax rate, see attached). I’ve also requested that they compensate me for my time in having to work so hard to resolve this issue. Thanks for your help.

  Business response

  02/10/2023

  Good day-

  We regret any inconvenience this has caused. We attempted to contact you on 02/02/23 and left a voice message.  We also attempted to contact you on 02/03/23 and left a voice message. Please contact us if you still have questions.  We are happy to help.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ***** ****** **** jacket at your Fairfax, VA, retail location on Nov 25 (Black Friday), 2022. Since then, I have worn it skiing 10 days, and the fabric welds in both pit zips have failed. Yesterday, I returned to the store where I purchased it, and I attempted to return it. Because I have worn the jacket, I was denied a return. There was no consideration for the fact that the product was defective and broke in 10 uses. Here's how that conversation went: Me: I purchased this jacket here, and after 10 days of use, the fabric has come apart at the pit zips. I'm asking to return it not because I changed my mind, but because the jacket broke. Cashier: We could offer a refund, but only if you have not worn it. Have you worn it? Me: Yes, but it broke. Cashier: We can't refund it if you have worn it. Me: But it broke. Cashier: You'll need to contact the manufacturer. This is a poor response. If this product had broken in store, you would be out the cost. Instead, a product that most would expect to last years broke within 10 days of normal use, and you refuse to refund the cost of the item. I am also in touch with Helly Hansen, hoping for a response from them. But I truly think that this is Sierra's problem to fix. I no longer have a store receipt. I still have the bank card that was used for the purchase.

  Business response

  02/10/2023

  Good day-

  We regret any inconvenience this has caused. We attempted to you reach you on 02/10/23 and left a voice message.  We have sent a refund in the form of an e-gift card to the email you have provided.  Please let us know if you have further questions. We’re happy to help.

  Customer response

  02/21/2023

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

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to return an item to this store, and instead of refunding the money back to my account, it actually charged me. The manager of the store even told me this might happen at the time, bc they have been having problems with their computer system. I have tried calling customer service on the phone, have emailed several times and talked to 2 managers at the store and no one will take responsibility for this & refund my money electronically. The manager, Nikki said they can't do it electronically , which is ridiculous for a store this size. Sh said she could only give me another gift card or I would have to drive all the way back to the store to get cash. I shouldn't have to do that when this is their mistake and I do not live close to the store. I have filed a fraud charge with my bank and want my money refunded back electronically.

  Business response

  02/13/2023

  Good day-

  We regret any inconvenience this has caused. We resubmitted the refund to your bank on 01/30/23. 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.

*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. ↩