Complaints

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.

• Initial Complaint

  Date:30/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered some pants form this company Nov 19th, they created a shipping label with *********** and then it never shipped. Over a month later and the package has never been picked up from their supposed warehouse in *****. They claim to be a business in *********, but they have Eastern standard time hours on their website and contact info that goes to an automated line in *****************. Nobody ever answers their phone. Northbound Gear is a scam. This company is a fraud. They do not provide the products they advertise.

  Business Response

  Date: 30/12/2024

  Hi ****,
  
  Thank you for sharing your concerns. I sincerely apologize for the delays and frustration youve experienced with your order. I understand how this situation has been disappointing, and it was never our intention to cause you any inconvenience.
  
  While there was an ongoing Canada Post strike that affected shipments, it has since been resolved, and ****** Post is actively working to push through deliveries of all affected packages. We are closely monitoring your order and doing everything we can to ensure it arrives as soon as possible.
  
  As a gesture of goodwill, we would like to offer you a partial refund of $20 to acknowledge the inconvenience. Our accounting department is processing this refund, and you will receive an email confirmation shortly. Refunds typically take 3-5 business days to appear in your original payment method.
  
  We value your patience and understanding during this challenging situation, and were doing everything we can to improve our processes and communication moving forward. If you have any additional concerns or questions, please dont hesitate to reach outwere here to help.

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22729788
  
  I am rejecting this response because their effort here is simply disingenuous and lacks integrity. I had been corresponding with this business endlessly without any effort on their part to make amends, and now they try to offer a refund simply because I have involved the BBB, that's "rich"...but it's not about the money, it's a matter of principle.

  Their shipping receipt and info provided at time of purchase stated an estimated Nov 28 delivery date, (see attachment), and the package still has not arrived over a month later now. Further to that, *********** did not receive the package from this business's private 3rd party courier until just recently. This is far too late for my use, not as advertised by the business when I purchased the product and simply unacceptable. 

  Furthermore, prior to the business being contacted by the BBB, they continuously made excuses and blamed Canada Post for delayed shipping when in fact the product had never even left their warehouse in ***** until very recently. I believe this business counts on cheap shipping options to save money, and passes on the inconvenience to the customer and makes whatever excuse is necessary. Upon further investigation there is no shortage of other dissatisfied customers complaints on the internet of exactly this same problem, months without delivery, excuses and runaround by the company. I believe they continue these practices because it does not affect their bottom line, resolving my complaint continues to achieve that end, hence they attempt to buy my silence and the principle of all this.

  I have contacted the Credit card company and initiated a chargeback request on this purchase based on their criteria of non delivery/too late for use and should hear back from them soon. If/when the charges are refunded to me and by some miracle the product this company promised over a month ago finally arrives, I would be happy to ship it back to them via ***********, at the companies expense. 

  I expect they are now hoping the shipping is expedient so that the product arrives before the credit card company takes away their funds, the irony of that is not lost on me. 

  The principle of it is this company gets away with this with far more customers than just me and my experience, and such business practices should not be rewarded, quite the opposite, they should be costly and discouraged. The business practices of Northbound gear are shoddy and lack integrity, and consumers need to be made aware of this so they can protect their interests.

  Sincerely,

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

  Business Response

  Date: 01/01/2025

  Dear ****,
  
  Thank you for sharing your concerns and feedback regarding your recent experience with us. 
  
  At Northbound Gear, we value transparency and want to clarify that once an order is handed over to the courier, they manage the delivery. We rely on their tracking updates to keep our customers informed. In your case, it seems the delay occurred during transit after your order was shipped. While I wish we could speed up the process, some delays are unfortunately beyond our control. I understand how disappointing this has been and share your concerns about the extended timeline.
  
  After reviewing the situation, I see that your package is expected to be delivered within the next week. While we understand the frustration this delay may have caused, we kindly ask for your patience as the courier completes the delivery. 
  
  If the package is not delivered as anticipated, please rest assured that we'll process a refund for your order to resolve the issue.
  
  We value your understanding and are committed to ensuring that your concerns are addressed. If you have any further questions, please do not hesitate to contact us.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22729788
  
  I am rejecting this response. It is simply a repeat of previous excuses with one caveat...youve stopped blaming Canada post.

  Good of you to finally take some small amount of responsibility. Even though you still. Blame it on your shipping company in ******

  Regardless, I am now on an extended vacation out of the country for which your product was specifically purchased, and as such, due to your delays, the product will no longer be useful to me.

  I will continue to pursue a chargeback file with the credit card company when I return.

  Once I get off this plane and out of wifi range I will not have reliable communications for the next few weeks.

  The drawn out emails, the delays, they are all products of your business model, the consequences of your choices. 

  I am not going to delay or cancel my trip for a product that has taken more and a month longer than your estimated delivery time.

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

  Business Response

  Date: 02/01/2025

  ****, 
  
  Thank you for response. It was never our intention to blame Canada Post or any other courier. We simply aim to be transparent with the details we provide regarding your order. We fully acknowledge the delays and understand your frustration.
  
  As promised in our previous response, we will continue to monitor the status of your order. If the shipment is not delivered by next week, we will proceed with the refund, as weve outlined.
  
  We are committed to resolving this matter promptly, and thank you for your understanding.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22729788
  
  I am rejecting this response because IF you were actually committed to resolving this issue promptly you could have done so weeks ago when I first started investigating what had happened and you first started making excuses and clearly and deliberately blaming Canada post as a convenient scapegoat. 

  Your conduct has been reprehensible.

  I no longer want the pants, they are no longer useful to me as I needed them for this current vacation I am on. So they are useless even if they do come.

  ...And I am paying roaming fees to send this message, as such I will not be checking messages going  forward.

  Your conduct and responses have been entirely disingenuous and as far as I am concerned you and your lame excuses can go to ****.

  Do not send me any more messages, I am sick of your ********.

  Sincerely,

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

• Initial Complaint

  Date:15/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Transaction date Nov 5th.Purchased online fall jacket.Cost $192. Billed to my **** They created a Ship label through ***********. 1st delivery date Nov 8th.Nothing.2nd delivery date Nov 14th Nothing.Contacted Canada Post through my MP help ****** *****.****** Post says nothing ever shipped. Contacted Companies toll free. Can't get through Contacted Chat help several times.All I get us promises. *** this us another ************** pretending to be Canadian. They take your money then use CPost to put bogus ship dates out there with no intention to fulfill the order. I'm working with ***************** and MP ****** ******* office to shut these cons down. Please help me stop them from ripping off others.

  Business Response

  Date: 18/11/2024

  Hi ***,
  
  We're really sorry for the confusion and the delay with your order. We understand how frustrating this must be, and we want to assure you that we are a legitimate company. Our production facilities are based in ****** and *****, and we ship directly from there depending on availability, which can sometimes cause delays in the tracking updates you see.
  
  Ive checked the status of your order, and its expected to arrive tomorrow, as shown in the attached screenshot. Please also note that *********** is currently dealing with a national strike, which could be causing some delays. We appreciate your patience and understanding during this time.
  
  We take your concerns seriously, and were here to help. If you have any more questions, please dont hesitate to reach out.

  Customer Answer

  Date: 18/11/2024

   
  Complaint: 22559929
  
  I am rejecting this response because:

  This company is not informing purchasers that they do not carry Canadian inventory. You took my money then create fraudulent Canada Post delivery label stating your product will be delivered in 2 days. 

  Then you update it to 7 days. 

  All the while you fully know you can't deliver for up to 1 month. 

  When these purchase terms are not acceotable you refuse to refund money and cancel the order. 

  you are using customers credit cards for your cash flow needs.

  you cannot deliver on Tuesday because Canada Post is on strike!

  refund my money and cancel my order.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 19/11/2024

  Hello ***,
  
  I apologize for any misunderstanding or frustration regarding your orders delivery. Heres a breakdown of what we can confirm and offer to help resolve this issue:
  
  1. Order Processing and *************** Your order was placed on November 4, and we shipped it promptly on November 5. We aim to be fully transparent about our estimated shipping times, as stated on our website, which mention that some orders may experience delivery times of up to four weeks due to various circumstances.
  
  2. Canada Post Tracking: While we initially anticipated faster shipping, ****** Posts current delays have impacted delivery times, particularly due to their ongoing strike. We do acknowledge how these updates may have caused frustration, and we apologize for any inconvenience this has caused.
  
  3. Next Steps and Resolution: According to the latest tracking update from Canada Post, your package is scheduled for delivery today. If you prefer to cancel it and get a refund, we recommend checking for its arrival and contacting us once it has been delivered. We are fully prepared to assist you.
  
  Thank you for your patience, and were here to help ensure this matter is resolved to your satisfaction.

  Customer Answer

  Date: 20/11/2024

   
  Complaint: 22559929
  
  I am rejecting this response because:

  You are lying about your time lines. You shipped from ***** and you posted a 3 day delivery? Seriously. Then you updated it to the 14?  Still no product. I checked on the 15th. You had only issued a ship label. Canada post had no product to ship by the 14th. Then a cleared customs comes through on the 19th. 15 days later. 

  Canada Pist did not go on strike until the 20th.

  Your business location is a *** store in ******* 

  You are a front for a **************** With a glossy website. 

  You use customers credit cards as your working capital to do transactions with the **************** 

  You won't refund my money because your cash flow can't handle it. 

  You are broke. A scamming company using customets CCs and Canada post to legitimize your scam. 

  When I ****** complaints about you a ton of complaints like mine come up. 

  If the law didn't consider this civil you would be put in jail for fraud and theft. 

  You are operating as a ponzie scheme, robbing **** to pay *****.

  The BBB should delist you. **** and MC should remove you. The ****************** should put you in jail for fraud theft and illegal marketing practices let alone ponzie fraud.

  Refund my money! NOW!

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 21/11/2024

  Hi ***,
  
  I sincerely apologize for the frustration caused by the delays with your order. I understand your concerns about the timeline prior to the 20th, and it was never our intention to make you feel this way. The ongoing Canada Post strike has been beyond our control and has impacted delivery estimates. For your reference, Ive attached a screenshot of Canada Posts official updates.
  
  Our business operates transparently, and we deeply value customer satisfaction. We are committed to learning from feedback and improving our processes.
  
  As a gesture of goodwill, wed like to offer you a partial refund of $20 to acknowledge the inconvenience this has caused. The accounting department is currently processing your refund and you will receive an email notification soon. It usually takes 3-5 business days for the refund to be credited back to the original form of payment used during purchase. We hope the strike will be resolved soon and that your order will arrive.
  
  Thank you for your understanding and patience during this challenging situation.

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22559929
  
  I am rejecting this response because:

  It is laughable.  Clothing is marked up 100%. 

  Refund me $80 and i will consider it closed unless you scam me iver like i believe you will.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a pair of pants Oct 30 and am receiving inaccurate tracking information saying Deliver by end of day for four days in a row immediately after ordering (Nov 1-Nov 8). I went to the post office to look into it wondering why my package keeps saying end of day and not being delivered. They informed me that the sender never contacted the post office to pick up the package nor dropped it off, meaning they never received it. I contacted the company and they explained its delayed by four weeks. This seemed fake. I came on here and found many other people complaining about the same thing. I will be contacting my credit card company to report this as fraud. Absolute waste of time.

  Business Response

  Date: 18/11/2024

  Hi *****,
  
  We apologize for the confusion and delay, and we understand your frustration. The date you saw on our website was for updates, not the actual delivery date. Our production facilities are located in both ****** and *****, and we ship orders directly from those locations depending on availability. This can sometimes cause delays in logistics updates. 
  
  Ive checked, and your order is expected to be delivered tomorrow, as shown in the attached screenshot. Please also note that *********** has an ongoing national strike that might cause some delays, and we appreciate your understanding.
  
  We take your concerns seriously and are here to help. If you have any further questions, dont hesitate to reach out.

  Customer Answer

  Date: 20/11/2024

   
  Complaint: 22534352
  
  I am rejecting this response because: I still have not received my pants. I understand there is a labour strike with Canada Post but what I find interesting is that the pants are apparently in two locations? On Northbounds website  it says my pants are in *********** , ON and yet on the *********** website the origin of the package is ********, **. Its confusing and unclear to me still that these updates dont match. 
  
  
  

  Business Response

  Date: 21/11/2024

  Hi *****,
  
  We completely understand your concerns and sincerely apologize for any confusion regarding the tracking updates.
  
  The tracking information on the Northbound Gear website may not always reflect the most current details right away. The most accurate and up-to-date status of your package is available through Canada Posts tracking system. We apologize for any inconvenience this may have caused.
  
  While these delays are due to circumstances beyond our control, we are hoping for a quick resolution to the strike and doing everything we can to ensure your package arrives as soon as possible. 
  
  Thank you for your understanding, and feel free to reach out to us if you have further questions.

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22534352
  
  I am rejecting this response because: the pants have still not arrived. Its clear this fake company focuses more of their attention on writing disingenuous replies to defend their poor service. I have read other reviews of people in the same boat so I know this is fraud, without a doubt. If I ended up getting my pants they will likely be a ***** pocket size version looking like they were made in a ***** factory. I dont even believe this company is Canadian. What a joke. 
  

  at this point I dont even want these pants nor the fake apologies that will follow this BBB complaint.
  
  
  

  
  

  Business Response

  Date: 25/11/2024

  Hi *****, 
  
  The delays youve faced are largely due to the Canada Post strike, which has unfortunately impacted delivery timelines. While this situation is beyond our control, we absolutely understand how it affects your confidence in us and it was never our intention to make you feel this way. Ive attached a screenshot of Canada Posts updates.
  
  We take customer satisfaction seriously and strive to operate with full transparency in all aspects of our business. Your concerns about our processes are important to us, and we are committed to addressing them constructively.
  
  As a gesture of goodwill, wed like to offer you a partial refund of $20 to acknowledge the inconvenience this has caused. The accounting is processing them and it usually takes 3-5 business days for the refund to be credited back to the original form of payment used during the purchase. We hope the strike will be resolved soon and that your order will arrive.
  
  Thank you for your understanding and patience during this challenging situation.

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22534352
  
  I am rejecting this response for two reasons:

  1. the sender did not send the product when it said they did as explained in my previous message therefore blaming it on the postal strike is a bit of a stretch as the order was placed on Oct 30 and the strike happened more recently. 
  

  2. please dont refund amounts to my credit card without my consent, even though you are giving me a credit. I did not authorize this. I am officially stating I want the pants, or a full refund. I do not want this partial inconvenience refund. Dont make transactions on my card without my permission.

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 returned over $300 dollars worth of new merchandise at my own expense, $50. The package was tracked, and seller confirmed the return. Seller has not refunded my money at all. I was so tired of waiting, I opened a dispute with my credit card company. The seller then turned around and told me that they could not refund my money unless the dispute was closed. I called my bank and they told me that the seller should still be able to refund me. In good faith I asked the bank to cancel the dispute on Friday, October 4th. I was charged again to my credit card. I also emailed the seller the documentation proof that the dispute was closed. They emailed me back on Monday, October 6th to tell me that they still "cannot" refund me. It has now been over four business days and I still do not have my refund.

  Business Response

  Date: 12/10/2024

  Hi ****** thank you for your message. I understand your frustration and I apologize for the inconvenience you've experienced.
  
  Any refund will be processed back to your original payment method, and the timing may vary depending on your credit card companys policies. Were working with your card provider to resolve this and will update you by email as soon as we have confirmation. Ive also attached the file for you, showing that the chargeback is still in progress. Rest assured we'll process your refund.
  
  Thank you for your patience!

  Customer Answer

  Date: 15/10/2024

   
  Complaint: 22408583
  
  I am rejecting this response because:

  I have provided documentation to showing the charge back was processed.

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

  Business Response

  Date: 15/10/2024

  Hi April,
  
  We completely understand how frustrating this situation must be, and we truly wish we could resolve this for you right away. However, at this time, we must wait for the chargeback process to be finalized, as your payment is currently on hold.
  
  Please know that we are closely monitoring the situation, but there is a required waiting period before the chargeback can be resolved on our end. We understand that this may take some time, and we sincerely appreciate your patience during this process.
  
  Rest assured that once the chargeback is fully resolved, we will process the refund immediately. 
  
  Thank you so much for your understanding and patience.

  Customer Answer

  Date: 23/10/2024

   
  Complaint: 22408583
  
  I am rejecting this response because: It is 10/23 and I have still have not gotten my refund. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 23/10/2024

  Hi April,
  
  We understand how disappointing this delay must be, and we're really sorry that you havent received your refund yet.
  
  Ive checked the latest update, and it shows we'll receive a response by 5 PM today. As soon as we get confirmation that your chargeback has been lifted, one of our customer support team members will reach out to you via email to confirm that your refund is being processed.
  
  Once again, I apologize for the inconvenience, and we truly appreciate your patience and understanding.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22408583
  
  I am rejecting this response because: I still have NOT gotten my refund. It is now the day after the business said it would be processed. They did not "monitor." I trusted their word.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 24/10/2024

  Hi April,
  
  I sincerely apologize for the delay in resolving this issue. We had hoped to have this resolved by now, but unfortunately, these things can sometimes take a bit longer than expected.
  
  Just to give a bit of context, even after the chargeback has been withdrawn on the customers side, it may still show as 'open' on our end due to the various steps and parties involved. It takes a bit of time for everything to sync across the systems.
  
  Were actively coordinating with the ******* team to ensure this matter is resolved as quickly as possible. I've attached a screenshot showing that the withdrawal process is currently in progress on our end.
  
  Thank you for your patience.

  Customer Answer

  Date: 25/10/2024

   
  Complaint: 22408583
  
  I am rejecting this response because: I dropped the chargeback on your word, and I was charged again by my bank for the money. Your company didn't want this increasing your shop fees. This is unscrupulous and underhanded.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:22/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have still not received a refund for an item I returned on 12/28/2022. I filed a dispute with my credit card company, but this "business" lied and said they did not receive my return even though I have confirmation from **** that it was delivered to them, **** *** ****** ********** *********** ** * ****. Every point of contact with them has been horrible from the beginning and still is not resolved and has wasted hours of my time. ********* ***** *** **** **** ********** **** ****** ********** ***** ********* **** ******** **********

  Business Response

  Date: 14/03/2023

  Dear *****,
  
  Thank you so much for taking the time to provide your feedback. We're sorry to hear that your experience with our business wasn't as positive as we would have hoped. We take all of our customers' concerns seriously, and we'd like to do what we can to address the issues you've raised.
  
  We understand that you're looking for a refund related to your purchase, but unfortunately, we're unable to process it right now due to an ongoing dispute case. We want to assure you that we've received your returned item and have sent you an email confirming this. If you haven't received this email, please let us know, and we'll be happy to resend it to you.
  
  We understand that this situation can be frustrating, but we need to wait until the dispute case is resolved before we can proceed with your refund. Once the case is closed, we'll review your request and process it accordingly.
  
  We apologize for any inconvenience this may have caused you and appreciate your understanding in this matter. If you have any further questions or concerns, please don't hesitate to contact us. We're always here to help you out via email at ****************************** or by phone at *****************.
  
  Thanks again for your patience and cooperation, and we look forward to resolving this issue for you.

  Customer Answer

  Date: 14/03/2023

  
  Complaint: ********
  
  I am rejecting this response because my cc company said that the vendor absolutely does NOT need me to discontinue my dispute in order for the vendor to issue my refund. In fact receiving a refund first is the only way that I will dismiss my dispute as I cannot trust this vendor to provide my refund if I stop my dispute.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 19/03/2023

  Good day!
  
  
  We understand that you have concerns about trusting us to provide a refund if you stop your dispute. We apologize for any inconvenience this has caused you, and we want to assure you that we take all customer feedback seriously. We have reviewed your complaint and are actively working to address the issues you have raised. However, I'd like to clarify that when a customer files a dispute, the payment processor or bank will usually freeze the disputed funds until the dispute is resolved. This means that if a refund is issued during this time, the funds may not be released to the merchant and the customer may still pursue the dispute.
  
  We understand that your trust in us may have been affected by this issue, but we want to assure you that we will do everything in our power to regain your trust and confidence. We are prepared to provide a refund as soon as the dispute is resolved, and we will work with you to ensure that you receive the refund promptly and securely.
  
  We appreciate your patience and understanding in this matter.
  
  Thank you.

  Customer Answer

  Date: 21/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: My cc Discover has told me that the vendor is absolutely able to provide my refund during a dispute. As soon as the vendor does this I will end the dispute, but not until this happens.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:16/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made an order for rain pants and rain jacket from Northbound Gear. Both arrived and I was satisfied with the quality but not the sizing. Both were too large and I felt they would be too warm for ** (great for CA). Attached is my email thread about seeking a return and/or refund. Returns had be approved and eventually was. I spent $53 to return the products, which they admit were received at the returns center in ****** ** on or about 1/28/23. My continued inquiry about the refund resulted in a partial $20 refund which has been credited to my account. I have had no word about the remaining $246 refund. Voicemails and emails asking about this have gone unanswered. My last call was to tell them that I would be filing this complaint. My frustration shows in my emails because I am getting no response. This is their returns center address:********** **** * ******** ***** *********************************************************************************

  Customer Answer

  Date: 20/03/2023

   
  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

  Date:02/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 11/27 I ordered a pair of pants from Northbound Gear.They were shipped to the wrong and un-deliverable address and returned to the *********** in **********, who returned them to the sender.Northbound Gear has refused to acknowledge the issue, confirm or deny that the item was returned and will not respond to e-mails or phone calls for resolution.Extremely poor customer service and I am out $81.90.

  Business Response

  Date: 21/02/2023

  Hi *******, thanks for taking the time to leave a review. 
  
  I truly apologize for the inconvenience caused by the delivery issue on your order. We totally understand your frustration and we know how important it is to receive a response in a timely manner. However, our small customer service staff was overwhelmed by the support tickets generated during the peak season. I recognize that we fell short in this instance and for that, I am truly sorry.
  
  As a small family-owned company, we faced multiple unforeseen challenges during the recent holiday season, along with the extreme weather conditions and logistics issues with our carrierthese impacted our ability to get some of our orders to you on time and some of the packages have been lost and rerouted. 
  
  However, we take issues like this very seriously and I assured you that we've taken appropriate action to get this resolved for you. Upon checking, it shows that your order has been successfully refunded as per your request last February 8, 2023. If you haven't still received it, or have any further questions or concerns, please reach out to our team at ****************************** or call us toll-free: at *************** and we'll be happy to help you. 

• Initial Complaint

  Date:27/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered two pair of pants December 18. Total cost $224 Canadian. Received bogus tracking number. Have not received product. Calls and emails are not returned. Requested refund but have not received it.

  Business Response

  Date: 01/02/2023

  Hi *******, thanks for taking the time to leave a review. 
  
  I deeply apologize for the delay in getting your order and any disappointment it may have caused. There are various factors that can cause delay such as inclement weather, technical issues, increased demand, unexpected events, or other operational difficulties- these impacted our ability to get some of our orders to you in a timely manner. 
  
  Further compounding the problem, our small customer service staff was overwhelmed by the support tickets generated by the delays.
  
  Please know that we value your loyalty and support, and we're actively working on ways to improve our shipping and customer support to ensure that you have a better experience with us in the future.
  
  In regards to your order, we've coordinated with the courier of your package, and they informed us that your package was delivered to your community mailbox on January 30, 2023, at 1:34 pm. If you haven't received it, or have any further questions or concerns, please reach out to our team at [email protected] or call us toll-free: at +1-844-912-3667 and we'll be happy to help you. 
  
  Thank you!

  Customer Answer

  Date: 01/02/2023

  
  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

  Date:25/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, I purchased 2 pairs of pants from this company on October 20th for Christmas gifts. The order # is *****. Neither receiver liked the pants so I initiated a return request after having great difficulty even navigating how to make a return. The request was finally submitted on Jan 6, 2023 and the "return request was approved" on the same day. The company provides a complicated return process and items must be shipped at your own expense. I followed all requirements and have heard nothing since I shipped the clothing back. They do not return calls or emails. As of now, I am out $268.94 which is no small change. Any support or advice would be greatly appreciated.

  Business Response

  Date: 01/02/2023

  Dear BBB,
  
  We are writing to inform you that the issue raised by the complainant has been successfully resolved. I've attached a screenshot of the conversation that our customer support had with the customer. We appreciate the opportunity to address the matter and are committed to ensuring that all of our customers are satisfied with our services.
  
  Thank you for bringing this to our attention!

• Initial Complaint

  Date:13/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered pants Dec 1, 2022 from Northbound Gear. they never arrived. Northbound Gear offered refund on Dec 24th. Never received the refund. amount is $133.28 Canadian dollars. Have emailed, telephoned, used website 'chat' and only response was email from customer service on Dec 24th offering refund which never arrived. Last 'chat' offered the services of a lawyer, but for an additional $2 which I declined. Company has a website and advertises on ********. home office is in Surrey BC. Please help as soon as you can.

  Customer Answer

  Date: 17/01/2023

  
  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,
  
  ******* ******