ComplaintsforSITKA Gear

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Delta ********* suit about six years ago. Since then, I've encountered a persistent issue with a leak where my right boot connects to the legging. The company has kindly repaired this three times, for which I am grateful. However, the problem persists, and each repair involves significant time and effort in sending the suit to the factory and waiting for its return. To ensure uninterrupted use, I bought another suit of the same style. Unfortunately, this one developed a leak in a different area and required repair as well. Now, I find myself without a suitable outfit for my beloved hobby of fishing.Considering the repeated repairs at the same spot on the original suit and the ongoing inconvenience, I believe it's reasonable to request a replacement. Alternatively, I suggest equipping the suit with a new boot style that *** prevent future leaks. During a recent conversation with a company representative, I attempted to discuss this possibility, but it seemed beyond their authority to accommodate such a request.I respectfully urge you to consider replacing the suit or implementing measures to address the recurring issue. While I've previously left glowing feedback for the company after their initial repair, I'm now reconsidering my stance based on these ongoing challenges. Your attention to this matter would be greatly appreciated.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 27, 2023 I purchased a product, Fanatic Vest, from the Sitka Gear store in ******, **. Unfortunately when I returned to **** and went to use the product it was defective. I tried calling and also using the website to submit a warranty claim as all of their products are covered by warranty. After several hours of trying I was able to finally submit a claim although I had to manipulate some of the answers to get what I needed. After a few days I received an email from Sitka customer service requesting the same information that I had already provided (actually much less) so I sent them the requested information. Now, several days later I have not received any communication to state whether or not my warranty claim will be honored or if I am out the $300 that I paid for the product.

  Business response

  01/30/2024

  This issue has since resolved and the customer has received a replacement item. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My sister (*****************************) purchased a tool belt ($239 + $14.33 tax) for my husbands **** gift. Sitka Order # ******* on 9/24/23. He does not need the belt and would like to exchange for a Stratus pant, however his size is on backorder. I have tried to contact Sitka 3 times and they hang up on me after holding for 10 min and say no one is available and ask to file a ticket on-line. I have done this 3 times and they just send me their return policy via email, even though I have asked them to call me to discuss. The email says 30 day return policy which is not reasonable during Xmas, and it will not allow me to even try to enter a return/exchange. I would like to exchange the belt for the pant. Right now the Stratus pant is currently on sale for ($185 + tax) but not available in the LT size. I have 2 options to settle this:1. I would take full refund 2. I would take an exchange for the pant at sale price and Sitka refund the difference. I simply would like to speak to someone to resolve this.

  Business response

  01/30/2024

  This issue has been resolved according to SITKA Gear's return policy. The original item will be refunded and the new item will be purchased upon availability.

  Customer response

  01/30/2024

  Sitka just responded to me this morning and is resolving our issue. Thank you ****

  Customer response

  01/30/2024

   
  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

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a jacket on 12/24/2023. The package was suppose to be delivered on 12/29/23. I have not received the package. ***** has investigated and is unable to locate package. ***** has requested a claim be filed by Sitka so my money can be refunded. I have tried numerous times to get in touch with Sitka however no one ever answers! *** sent numerous emails and never received an email back. They keep you on hold for 10 minutes and then the recording says to go to the website.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a pair of bids, when they arrived I realized I bought the wrong size and color. Still had tags on them and in original packing. With in 24 hours I shipped them back. The company received them on 11-29-23 and here we are 12-15-23. Still no refund and they wont answer the phone or the multiple emails Ive sent requesting an update.Horrible customer service for sure.

  Customer response

  01/12/2024

  It took several weeks but I finally was able to get ahold of someone and get my refund.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband ********************* order 3 pairs of gloves through Sitka. 1 pair was too small so he had them sent back. The other two pairs were used once so the tags were taken off. The gloves did not meet his expections so he would like a refund. We have called sitka multiple times and they do not have anyone to answer the phones. We have also sent emails and they will not respond to them. We only have a 30 day window to return. We want our money back. In the return policy it states the tags much be attached to return but yet they have on their website that they stand behind their products and you can return them. It is absolutely ridiculous to say tags need to be attached. You never know how good a product is until you try it out. We want our money back. Please help us in this matter.

  Business response

  12/01/2023

  The customer is more than welcome to return the items that they are not satisfied with. We have descriptions of our return policy stated on our website (www.sitkagear.com/returns) and the customer has full access to initiate the returns. The customer placed orders on November 7th and November 11th; our return policy states that we offer a 30 day return window. If the customer was to attempt to initiate a return, they would be able to successfully. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order for Sitka Gear apparel. The items arrived and do not fit. I need to return $800 of merchandise for a refund. The company allows refunds within 30 days of purchase. When I enter my order number and email address to start return and get a shipping label emailed to me, I get an error message that says the system doesnt recognize my email or the order number. I have called the customer service number NUMEROUS times, never get a human, get a message to submit online request and the call disconnects. I have filed 3 or 4 (Ive lost count) online requests on their website with no response. I have called my credit card company to make them aware that I will not be paying the balance of this bill for items that do not fit. Currently on hold (for 7+ minutes) with the customer service line. Im sure Ill get the same memo and get disconnected shortly! VERY IRRITATED.

  Business response

  12/01/2023

  We have corresponded with this customer on Wednesday (11/29) and resolved the issue and have initiated her return. It was discovered that the customer had mistakenly entered her email address incorrectly while placing the order and while trying to submit the return with her correct email address, our system was not recognizing it. This complaint has been resolved and the customer will be refunded within our standard practice. 

  Customer response

  12/07/2023

   

  I have in fact been contacted by Sitka Gear. They have issued a return postage label, the items have been shipped back, and they will be providing my refund upon receiving the items.

   

  Thank you,

   

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

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Sitka has the worst customer service of any company I have ever seen. I have sent 3 or 4 customer service requests on the website, because their website never works. I have also called them over 20 times, and you cannot get ahold of them. It rings and rings and you wait on hold for 10 minutes and then they hang up. They refuse to help their customers that are paying these crazy inflated prices. I pay for reliability, and SERVICE. It's obvious that Sitka is not about the customer, and just about making money. I have missed out on every deal they have had in the last 10 months because their website doesn't work. Every time I reach out with website issues they just send me an automated reply and ignore me. This company is a joke and needs to be addressed. I see these tendencies from ***** Amazon, and ******** It's all about money and they wont waste their time with issues because that will cost them money to care. They send out all these emails with "coupons" and "discounts" to lure the customers in, and then the coupons dont work. That is false advertisement, and it is actually illegal under consumer protection to continue to operate this way.

  Business response

  10/18/2023

  We received a complaint from this customer that a discount code was not working during the check out process. The discount code was due to expire at midnight on the day the customer contacted us. Our customer service team responded within 3 business days with a supplemental code that would work for him and his order and was valid for an additional week. This is common practice that is performed for many reasons every day by the customer service team. Although this code would remedy the issue the customer was having, it did not suffice for the customer. 

  Customer response

  10/20/2023

   
  Complaint: 20733217
  
  I am rejecting this response because:

  I reached out to them for days and no response. After 10 minutes of waiting on the phone on hold, they just hang up on you. So after 4 days of trying to reach them on the phone, I did the online thing, which took another 3 days to get a response. The discount code they gave me wasnt for people with military pro discounts, so it didnt even work. When I reached back out about that issue, they just shrugged me off and told me I could not bundle them. Even though the original discount was FOR PRO MEMBERS. This company is a joke and no one that works in the offices is nice. They are all rude, and dont care about the customers. What a shame to have a decent product but the rest of your company is trash. No accountability either. Thats usually what happens when you start making money, everything else goes to h*** I give it 2-3 years and some other company who actually cares will dethrone Sitka with ease. Pretty sad to see a company go to s*** like this. 

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

• Initial Complaint

  07/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on the website sitkasaleusa.com on June 15th. I ordered a t-shirt which I still have not received or gotten any type of order confirmation or shipping email. I was previously able to log into the site to email them. Ive done this twice with no response. Now, Im unable to even find the site. I want the shirt or a refund.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband put in his original order on November 17, 2022 for a coat costing $191.96. We were charged $191.96 on November 22. We received the coat on November 23 - that same day, my husband requested an even exchange for a smaller size. He paid $12 shipping to ship the original coat back and sent it via **** on November 25.He contacted the company multiple times between November 27 - December 6 to see why he had not received any communication about the exchange.December 6, 2022, he received an email stating that a refund was completed and we did received a refund of $191.96 on December 7. Sitka stated in their exchange policy that no refund would be issued. Once they receive the original coat, they would then ship new coat. So we were confused as to why we received a refund.I have since contacted the company several times since December 6 (currently it is December 30). They have responded once on December 20, but did not address my concerns whatsoever. It was clearly an automated email and not from an actual customer service representative. The only way to contact the company is via email, but they have not responded to my concerns about the exchange process. To this day, December 30, 2022, we have not received the even exchange that we requested on November 23.

*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. ↩