ComplaintsforOutdoor Research

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a pair of pants on 4/28/23 (Order #S1000813908). It was shipped on 5/2/23 and delivered to me on 5/7/23. The pants were not the right fit and I requested a return on the order on 5/22/23. I sent the package back to Outdoor Research and it was delivered back to the company on 6/2/23. I received an email from the company on 6/14/23, stating the refund was processed and the money would be credited back to my original form of payment. It was not. Two days later, on 6/16/23, I received an email from the company saying it was given to me as store credit. I do not want store credit, I would like the money put back on the original form of payment, which is their company policy. I contacted customer service and was told this was done because the return was received after 60 days, which it was not. When I stated this to customer service, I was told to "take it up with my bank." This is horrible customer service! I then called the company, hoping it would be easier resolved on the phone instead of email, however that agent also told me to go dispute it with my bank. That's ridiculous. The onus is not on me or my bank. It is on the company to have the correct processes in place by which to credit their customers in a correct and timely manner. I am attaching the pertinent emails showing the return was received, refund processed, then changed to store credit, and the customer service agent who was not interested in helping at all. Separately, I have a SECOND return which has not been handled correctly by this company. This is regarding order #S1000813925. Again, the order was placed 4/28/23, shipped 5/2/23, delivered to me on 5/7/23. I requested a return on 5/28/23, the return was received by the company on 5/18/23 and supposedly processed on 6/9/23. I have still seen NO FUNDS at all by way of refund - either to my card or online. The customer service agent AGAIN told me to take it up with my bank. UNACCEPTABLE! Docs attached.

  Business response

  06/23/2023

  Hello ******,

  We reached out to **************** regarding the inability to issue back funds to your original form of payment and we were advised that it was actually not a matter of our systems approving of a refund past a certain time frame, but was instead because the physical credit card expired. Because the credit card was no longer valid, we were unable to issue those funds back to the original form of payment. At which point, our phone and email representatives were accurate, the only way to unfortunately work around this is for you to file a charge back with your bank as an alternate way to receive those funds outside of an OR credit. I apologize for the inconvenience, however, in lieu of a valid credit card attached to the original order, this is our only option. 

  OR Customer Service

  Customer response

  06/26/2023

   
  Complaint: 20217041
  
  I am rejecting this response because:

  There is still no record of my second return - either on my card or as online credit.  I received an email from Outdoor Research on 6/9/23 that the return was received and processed, however I have not received the money yet.  I asked the Outdoor Research customer service associate and he stated there is no record of OR having received the return.  This is obviously not accurate, as it was received and processed by the company, per the attached email.  
  
  The company owes me $90.41.  My bank card is the same numbers, with a new expiration date.  Had the company's **************** reached out to me regarding the issue they had in refunding me, I would have simply supplied the new expiration date of 04/27.  This could have been resolved quickly and efficiently.

  Sincerely,
  
  *******************************

  Business response

  07/04/2023

  Hello ******,

  I reached out to our customer service manager and finance team to review and it looks like the second return ran into the same issue, it failed to automate back to the original form of payment due to the card being expired. However, it was not caught and therefore was failed to be placed into your account as a credit as the other return was. As of this evening, you will find that this has been resolved and a balance of $57.31 was added to your Outdoor Research online account for RMA ************. We apologize for any confusion or inconvenience regarding this. Additionally, this credit could also be discussed with your bank for a charge back due to the expired payment. For now, it remains an online credit that will not expire and can be utilized any time on our .com towards available product.

  OR Customer Service

  Customer response

  07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though it is not the most desired result, I realize that this is the best that I will get from the company.  I accept this outcome. I plan to use the the credit and then be done with the company.

  I would like to sincerely thank the Better Business Bureau for their assistance with this issue.

  Sincerely,
  
  *******************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought and returned merchandise in the total of $339.73. I returned the items and verified delivery of the return on 4/14/2023 but have yet to be refunded by the business. They continue to withhold funds related to my return, and do not have any direct resolution to refunding me. They continue to cite that their "return department is behind on processing returns and hasn't made it to returns received on 4/14/23 yet" but cannot offer any additional information on when I will receive money back for merchandise no longer in my possession.

  Business response

  05/12/2023

  Hello,

  We apologize for the delay in returns processing times, as previously mentioned by our rep ****** and on our returns page.

  I can confirm that as of yesterday afternoon, your return S1000085446R, was successfully processed and closed.

  The refund will be released from your bank to the original form of payment in **** business days.

  Best Regards,

  OR Customer Service

  Customer response

  05/12/2023

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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/8/22 I ordered a pair of mens Ferrosi pants. Order #S1000762650. One day later the same exact pants went on 50% off sale. I ordered a second pair Order # S1000765044. I called Outdoor Research and spoke with a smug customer Service rep who said I would have to return the first pair for a refund and order while sale was active. This is hardly efficient or customer friendly for someone who has been a loyal OR follower for years. Id like the price of the first pair adjust to reflect the 50% off sale.

  Business response

  02/16/2023

  Hello Rich,

   

  As explained by our customer service manager ****, via e-mail on 2/15/23, the original pair you purchased was in a colorway that is not included in our sale. The colorways that are on sale are Flint, Kalamata, ***** and Tapenade. The color you selected for your first order at $99 was Pewter. We unfortunately will not be adjusting your order price as it does not qualify under our winter sale promotion.

   

  Best Regards,

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

  Customer response

  02/17/2023

   
  Complaint: 19397643
  
  I am rejecting this response because:
  

  Deceptive marketing. OR has the exact pants (other than color) listed in two completely different locations within the website. They do not both return in search results. Fills more like bait and switch. This coming from a loyal 20 year Outdoor Research customer. Time to seek a new brand for my adventures. 
  
  

  Sincerely,
  
  ***********************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a jacket from them in December 2022. A week later they had not shipped my item and were not talking phone calls. I emailed them to cancel my order. 4 days later I received and email that they could not cancel my order because it shipped that day. Once I received the order I immediately returned it back to them. They received the returned item on Jan 9th and I still haven't received my refund. I have called several times and each time I am told they are 4 - 6 weeks out before they can refund me. They took my money before they even shipped the item and keep telling me it will be at least another 4 weeks to give me my money back. I have never had a refund take so long. At this rate I probably won't get it until December 2023. I am hoping you can help me get my money back sooner. Order # S1000738113

  Business response

  01/27/2023

  Hello ******,

   

  We sincerely apologize for our processing delays this season. Due to high volumes and short staffing, we've fallen behind. That said, I've researched both your order and return that was delivered earlier this month and issued a manual refund for the men's superstrand jacket - kalamata - L for $199. Your bank will take **** business days to release the funds, but they have been successfully released on our end. Best Regards - OR Customer Service 

  Customer response

  01/27/2023

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

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