ComplaintsforThe Orvis Company, Inc
Catalog Shopping
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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I submitted a repair order on 6/21/24 and was noticed the next day that the repair would take 4-6 weeks. I contacted Orvis and told them this was unacceptable and to cancel the order. They then indicated that the rod section or entire rod would be replaced, which would take less than the 4-6 weeks, so I sent the broken rod section to Orvis. On 7/5/24, Orvis notified me that the needed to entire rod, not just the broken section. If they would have asked for the entire rod initially, a 3 week delay could have been avoided. On 7/29/24, I received a letter stating that the order would not be shipped until 8/10/24. The letter also stated to contact them if the ship date was not acceptable. I contacted Orvis on 7/30/24 and they said there was nothing they could do. Assuming that the order ships on 8/10/24 and it takes a week to receive it, the order will have taken 9 weeks ARO. This effort is a testament to poor customer service and a lack of regard for existing customer satisfaction. Nine weeks to get a rod that I could go to almost any fishing store and get today?Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I called Orvis about getting my fly rod repaired that had a broken handle repaired. The rod was purchased in 2001 that fell with in the 25 year warranty. The person I spoke with told me to send it in and the cost was 66.95, if there was a problem they will call me. I sent the fly rod in and it was returned to me a week later unrepairable with a note that it did not fall into the warranty. I was not called at all. I called Orvis and the person I spoke with told me the rod was made in the 90s so it did not fall within the warranty period. I explained again I purchased the rod new in 2001 from a Orvis dealer and I registered the rod like I was supposed to. I then asked does the warranty kick in from the manufacturer date or purchase date and I was told the purchase date. I was then told someone would call me back to help with this problem later that day. No one called for a few days so I called again and no one was available to speak to and someone would call me back. No call back and then today I was charged 66.95 for.the repair they never did.Initial Complaint
02/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
-Requesting data deletion due to a security concern -To delete this customer account, no longer effective though, but for security reasons on backend: *********, old address: *** ******* ***** *** ***., ********* ****, ** ***** with old number: ###-###-#### -Lastly, no ordering privileges with my name and these zip codes to watch for: *****, *****, and ***** because of 'information gatherers' having my information when they are unauthorizedInitial Complaint
12/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ordered 3 items from Orvis in Sept 2023. All items were returned. I was credited for two items but not the 3rd item. Since Sept I've gotten a bill for $34.24 monthly. I've called the credit card company for Orvis & the Orvis store. I've called 2-3 times. Each time I call one person refers me to the other (the Orvis Store refers me back to the credit card company), I've went back & forth w/them saying that's how to handle it. Now today when I called the credit card person said that yes, I need the amount refunded. But to call the Orvis store. I have a very high credit score. Now this amount owed has affected my credit (according to the Orvis person). Can this please be resolved: my account balance being credited AND return to high credit rating score as previously? Thanks.Business response
01/08/2024
We have refunded this consumer.Initial Complaint
02/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I wrote a Letter to Orvis President ***** ******* and received No response from him. I have been on the wait list for Labrador Retriever caps. When I have called I have been told any day now. I got a notice they were available but it was the wrong color. I need to order 2 red caps with a black Labrador retriever on them and 2 tan (khaki) caps with the Black Labrador Retrievers on them. Orvis has sold these for years. I need to order them. I ordered a dog Bed. *** *** approved the purchase. Order Number ***********. I ordered it on 1-14-2023. It says it will ship in 3 to 5 days. It is personalized ****. I still have not received it. I check it every other day and it just says Processing. I mentioned this in the letter to Orvis CEO ***** *******, but never received a response. *** ** says the problem is on Orvis end. I have shopped at Orvis for over 30 years. What happened to the great service? This is sad and Pathetic. This is not the service of Orvis Past.Initial Complaint
11/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The business is engaging in bait and switch ads online. It will post an ad for a reel and then bring you to a spool only sale.Business response
01/12/2023
Dear ******** ******** I want to thank you for taking the time to reach out and share feedback. Our customers observations and comments are invaluable to Orvis, and it is very meaningful for us to hear from you. I offer my sincerest apology that you were redirected to the incorrect item when clicking on the ad, which then resulted in confusion. This was certainly not intentional, but instead looks to be a data issue. Our team has reviewed this situation and are working to do everything they can to ensure this does not happen again. If there is anything else I can do further to make things right, please do not hesitate to reach out. Best Wishes, **** *******, Office of the President The Orvis Company, Inc.Initial Complaint
09/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
I placed an order with Orvis in October 2021. Since then, I have been inundated with print catalogs because Orvis sold my address. (I can tell the unwanted catalogs originated with my Orvis order due to a small typo in the address from my Orvis order, which has been repeated on the mailing labels of the catalog.) I never gave my explicit consent that Orvis could sell my information. Orvis acknowledged my request for the removal from their catalog mailing list as well as a request not to sell any information on 1/9/22, but the damage was done. In addition, I opted out of promotion emails but continue to receive them. I would like Orvis to cease sending me promotional emails and to trace where my information was sold.Business response
10/25/2022
I am currently working on replying to the customer. I will keep you posted on the outcome. If you have any questions, please let me know. Thank you! ****Initial Complaint
08/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered an item from ORVIS. They say it was delivered, it was not. They refuse to discuss further.Business response
09/08/2022
Our Office of the President Liaison has reached out to the customer to work towards resolution. Thanks,******Customer response
09/26/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *****Initial Complaint
08/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased two tough trail collars for my dogs. The company claims that they offer 100% satisfaction guaranty. Both collars had faulty clasps. The dogs would roll around and the collars would come loose. After looking at reviews online, it appears many consumers had similar problems with the clasp. I called Orvis and rather than issue a replacement or repair of the clasp and honor their guaranty, they offered a discount of 20%. I believe this is false advertising. If they don't stand behind their 100% satisfaction guaranty, they should remove this statement from their web site as it is misleading. The issues came about during the pandemic however I did attempt to make several phone calls to have the problem clasps replaced. After several phone calls, the company claimed they were mailing replacement collars yet, they never did.Business response
09/15/2022
Our Office of the President Liaison is working to resolve this issue.Customer response
09/19/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *******
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Customer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.