ComplaintsforSpirit West

• Initial Complaint

  25/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 18th we visited the store with a tent fly that was delaminating at the seams. We asked the employee that was in the store if they could retape the seams so that it would work as a fly. We were assured that could be done but that it would take a couple weeks. We were visiting ******* and asked if it could be shipped to us once it was completed. We were quoted $105 and I asked if I could use a gift certificate we had been given. The employee told us that would be fine so we paid $55 on our credit card and I told them I would mail them the gift certificate. We also assured them we would pay for shipping the tent fly back to us. When we returned to ******** I mailed ***** a note with the gift certificate confirming that they would be able to repair the tent fly. I also called him a week or two later and he assured me they were working on it, no concerns and he would ship it to us "soon". After another month when we hadn't returned our fly I started trying to call him. Repeatedly my call would not be answered and the voice mail was full. I finally was able to contact him by email on Sept 7th - he responded by email and said the fly was done and it would be shipped the next day. He asked about the gift certificate and I told him we had paid $55 by **** and the rest was covered by the gift certificate we had mailed to him.We then waited and still no sign of the fly. By November I tried again by email through his website, leaving messages, on Nov 11th, again on Nov 20th. The phone number isn't answering and I did finally leave another message, one in February 2022 and again in March 2022. I have received no responses from any of these messages. Our tent is useless without the fly, so we really need it back. The reaping of the seams is something we can do ourselves, we just thought it would be nice to have it done professionally. All I want now is our fly back. I don't even care if it isn't done.

  Business response

  28/03/2022

  Good Morning,

  The repair mentioned in the complaint by **************** has been fully repaired and sent to her address by ************ The tracking # is:  **************** . The parcel should be received before the end of this week.

  I am sorry that the repair took as long as it did and apologize to the **************** for the inconvenience caused.

  Sincerely,

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

  Customer response

  29/03/2022

  
  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

  07/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a **** tarp from this business on August 28, 2021 and was charged $130 including shipping. I have yet to receive this item and after contacting the store via email several times have had no attempt at resolution to the problem other than we are looking into this. I have demanded the product be immediately sent to me and/or a total refund of my money. The last they replied was on January 17 that they were checking into it and yet still no reply. Terrible service. Terrible resolution.

  Business response

  07/02/2022

  To whom it may concern
  The refund requested for $157.42 was issued via e-transfer on Saturday February 5th. I trust that this had dealt with this unfortunate issue.

*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. ↩