Complaints

This profile includes complaints for Outside's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Outside

  1600 Pearl St Ste 300 Boulder, CO 80302

• 

  Outside Magazine

  400 Market St Santa Fe, NM 87501-7300

• 

  Outside Magazine

  400 Market St Santa Fe, NM 87501-7300

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:03/21/2023

  Type:Billing 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.

  My Pinkbike account has been flagged as a "SCAMMER ACCOUNT" causing me a lot of problems. I could not find a customer service phone number. I emailed the company several times. They do not respond. I want to know why I never received a warning, etc. just woke up and found my account locked out. I have asked why my account has been flagged as a "SCAMMER ACCOUNT" in an attempt to resolve any issues but they have not responded. Unbelievable!!!! I need to know who ruined my account and why???

  Business Response

  Date: 03/27/2023

  Thank you for the notification. This profile was marked as a "Scammer" on the Pinkbike website because the account was hacked, most likely due to a weak password. This account was used to scam other members in the buy/sell marketplace of the website. The customer contacted support several times requesting that the account be deleted:
  Ticket #****** (9/17)
  Ticket #****** (9/20)
  Ticket #****** (9/21)
  
  Our support team processed the account deletion per the customer request. If the customer would like access to the profile again, we can reactivate the account and login. If reactivation occurs, please keep in mind that this will essentially be a new account under the same email and username. 

  Customer Answer

  Date: 03/27/2023

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

• Initial Complaint

  Date:02/20/2023

  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.

  Im being charged monthly for a service owned by this company (ROAM). *** contacted the former owner *********************** with no response. Their website says to contact support but does not actually give a number or email of support. I believe their practices are unethical of creating subscriptions and then not letting people cancel.I would like a refund and to stop transactions immediately. Transactions are only 15/month but it is the principle of the issue.

  Business Response

  Date: 02/21/2023

  Thank you for the notification. The last 3 orders were refunded in full ($45 total) and the **** credit card on file was removed. Merchant customer id for reference: ******************

• Initial Complaint

  Date:02/12/2023

  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 paid to participate in NASTAR, a recreational ski racing program. Halfway through the seasn Outside *** locked account access unless a subscription to Outside+ was purchased.

  Business Response

  Date: 02/22/2023

  Thanks for reaching out about the NASTAR & Outside+ partnership, *****! Historically, NASTAR has been supported by a title sponsor but a decline in sponsorship has created a challenging business model for long-term sustainability. This year, ****** has chosen to move to a membership model to sustain our program for future generations. To learn more about the decision to move towards a membership model, please visit this FAQ (*******************************************************). With your support, ****** looks forward to continuing to introduce people of all abilities to the sport of alpine racing and bring greater participation and awareness to the sport. Our shared goal is to motivate participants of all ages and to get everyone Outside. In regards to your desired settlement, Outside+ is unable to provide refunds for your resort pass, but the NASTAR team has shared the following contact information for the host resort. You can reach out to Race Director ***************************** at ********************** or by calling ************. Please let me know if there's anything else I can do to help. Thank you! 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19390775
  
  I am rejecting this response because:I have paid for NASTAR for the 2022/2023 ski season including access to all of my results on the website.  To resolve the complaint unlock my account on the NASTAR website so I can access my results for this ski season.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2023

  Thank you for the follow-up and response. We discussed this issue with our Nastar team and as a courtesy granted ***** access to his results, without purchase of an Outside+ subscription. Please let us know if you have any other questions or concerns. 

  Customer Answer

  Date: 03/09/2023

   
  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:

  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 had a yoga journal subscription and the print version went out of circulation so as I had already paid for it I was moved to this platform! I do not use it and do not want it - in retrospect I should have just sought a refund for the remaining ********** they have charged my credit card $49 for the website renewal ( the magazine was less than $20 a year )- their phone goes straight to voicemail and their email form says to expect a long wait .I have a change back form from my credit card ready to go but want to give them a chance to refund me first and cancel the account ( I tried myself but its not allowing me to even do that )I also suggest that they make this policy bold and not embed it in sone small print somewhere Thanks

  Business Response

  Date: 02/07/2023

  Thank you for the notification. We pulled up the customer's account and issued a refund of $49 on 2/7/23. Please note: It may take **** days, depending on your bank, to receive the refund. A refund receipt confirmation has also been emailed to *****************. Thank you.

  Customer Answer

  Date: 02/13/2023

   
  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.
  
  ******************************************************

• Initial Complaint

  Date:01/23/2023

  Type:Billing 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 was an original Oxygen magazine print subscriber, they abruptly stopped print in the middle of my subscription and transferred to Outside+ for the remainder. I do not want it, did not want it and did not want to auto-renew, they just owed me something to fulfill what I had already paid for. I needed to sign up for an Outside+ account during this "free" period to obtain Oxygen Challenges I had already paid for as well. Apparently since they already had my credit card info they took it upon themselves to charge me $49 to auto-renew. They did not contact me before charging my card on January 12, 2023. (attached)

  Business Response

  Date: 01/24/2023

  Thank you for the notification. The customer's membership has been cancelled and the order has been fully refunded ($49.00). Refunds take **** days to appear on a customer's statement. Also, the credit card on file has been removed from the account. 
  
  Please see the customer information below:
  *************************
  ************************
  Payment ID ***************************
  
  

  Customer Answer

  Date: 01/24/2023

   
  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:01/23/2023

  Type:Billing 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.

  My first subscription to the magazine was a gift from a friend. However, I had to put in my credit card information to access it. When the renewal came back around, I decided not to renew because I never have time to access the material. So I got an email saying that my payment information needed to be updated. (I have since got a new card with a different date and code.) I figured that the company could not access my account since they do not have the updated information, so I assumed that my subscription would be cancelled. A few days later I viewed my bank account and it had been charged. No other company has ever been able to access my account without updated information, so I feel that this was illegally done. I tried to email, no response. I called their number..."high volume" and no response. I am expecting a refund of $49.

  Business Response

  Date: 01/25/2023

  Thank you for the notice. We resolved the issue with the customer today (ticket #*******. The membership has been cancelled and full refund has been processed. Please keep in mind it may take 5 ~ 10 business days to see the refund on the account statement.
  
  
  
  
  
  

  Customer Answer

  Date: 01/25/2023

   
  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:01/20/2023

  Type:Service or Repair 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 originally subscribed to Outside Magazine for our business on November 19, 2021. We received an email confirmation of the order, but never once received a hard copy magazine (I believe it was supposed to be provided monthly). I noticed a renewal charge on my credit card statement in November 2022. I attempted to contact Outside to cancel our subscription and see why we hadn't received any hard copies. I emailed outside initially ************************************** they in turn referred me to a phone number *************). When I called they could not find my subscription (they asked for my phone #, email address, credit card #, even our TIN!) I never did give them the latter 2 because I suspected foul play. I asked to speak to a manager (her name was "Honey") and she too was unable to pull up any of my customer info (mind you they had my email address from our original order confirmation). I vowed to turn them in for scamming me.

  Business Response

  Date: 01/23/2023

  Thank you for the notification. We pulled up the customer's account and confirmed their membership associated with ********************* was canceled and will not renew. Their payment information has been deleted. The customer had submitted a dispute against their renewal charge, and we accepted that dispute in the customer's favor on Dec. 15, 2022. We have reached out to the customer to confirm on Jan. 23, 2023. If the customer has any additional questions or concerns, they may reply to our email and we will help them out! Thank you. 

• Initial Complaint

  Date:12/30/2022

  Type:Sales and Advertising 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 paid $29 on 6:1/2022 to renew my clean eating magazine. I never received it (last issue received was spring 2022). The website makes it very difficult to get in touch with the company. They dont provide a phone number or an email. But they do provide an inquiry submission form. I submitted one weeks ago with no response. Finally through zoom info I was able to find a phone number. When I called today and explained my situation, they let me know that the magazine clean eating had been discontinued. I asked for a refund, but they refused. I paid for something that I didnt receive. And now I would like them to refund my money.

  Business Response

  Date: 01/04/2023

  Thank you for the notification. We pulled up the customer's account and issued a refund of $29.99 on 1/4/23. Please note: It may take **** days, depending on the bank, to receive the refund. A refund receipt confirmation has also been emailed to **************************************. Thank you.

• Initial Complaint

  Date:10/24/2022

  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 paid for a 1-year subscription to Outside+/Gaia GPS on 7/5/22 via their online system; my receipt # is 2141-4214. I specified that I want to receive a print copy out Outside magazine and gave them my mailing address. As of 9/9 I hadn't received the magazine so I called them at ************. I was told to send an email to ************************************ which I did the same day.As of 9/19, no one had responsed to my email, so I submitted a help request via their website (https://help.outsideinc.com/hc/en-us/requests). It apparently goes to the same email above, because I received a canned email reply stating, "Your request (******) has been received and is being reviewed by our support staff."As of 9/23 there was still no response, so I contacted Outside via chat on their website (https://help.outsideinc.com/hc/en-us/categories/8533262966935-Billing-and-Memberships). But it was just an automated bot that again resulted in me receving another canned email stating, "Your request (******) has been received and is being reviewed by our support staff."On 9/23 I also sent a direct message to Outside via ******** but never received a reply.It is now the end of October and I still don't have the magazine and no one has responded to ANY of these contacts.DESIRED RESOLUTION: I paid for a 1 year subscription on 7/5/22, which means it expires on 7/4/23. I would like to start receiving the magazine AND I want my expiration date extended to be one year after the first magazine is finally received.

  Business Response

  Date: 10/27/2022

  ************** signed up for a year subscription to Outside+ which includes the option to receive Outside Magazine. Our system did not reflect an order on ****************** behalf, so we have manually added an Outside Magazine order to the account. The first issue will arrive in 4-8 weeks from 10/27/2022. We also issued a full refund for this years purchase and while we are unable to ***** extensions due to product constraints, we have issued a $60 credit for next years renewal.

  Customer Answer

  Date: 10/30/2022

  
  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.  
  
  I don't know why their system didn't reflect that I wanted to receive the magazine, since I made this selection the same day I signed up for the Outside+ subscription.  But I definitely appreciate their quick and generous resolution, once you got involved.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/23/2022

  Type:Order 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.

  They terminated triathlete magazine early. I apparently have $9 credit due. They wont send a check. They havent refunded credit card. Please refund the $9 either check or credit card credit. They agreed to a contract and then severed it early without refunding the difference. Or. Simply sever the entire contract and refund $69.

  Business Response

  Date: 10/03/2022

  Thank you for the notice. We searched our billing and subscription systems here at Outside and could not locate an order under the customer's full name and email. We just sent a request to our fulfilment centers that we have worked with in the past, in an attempt to track down the transaction so that we can request a refund for the customer. We are waiting to hear back from these centers, which could take a few business days.  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18118789
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

   

  3807 ********* ***********.  ** *****.   That is current residence.  I paid the bill while living at *******************************.  301.   *********************************.   Or I could just cancel the entire credit card order from several years ago and refund the entire amount.  Please dont close the ticket until you solved it.  This isnt solve. Dont ask to close the ticket unless you solved it. I dont know why you are asking to close it. 

  Business Response

  Date: 10/07/2022

  Our apologies for the delay.  We are in the process of moving our subscription file to a new data center.  At this time we are unable to access your account however we will initiate a refund check in your name for $9.00.  The check will be processed and shipped next week, but please allow 2-3 weeks for it to arrive.  Thank you for your patience.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18118789
  
  I am rejecting this response because:

   

  When then check is in hand it will be closed.  Not until then. 
  
  Sincerely,
  
  *****************