Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of boots in the wrong size (confusing conversion of AU sizing) and immediately contacted the company to change the order or cancel. They refused to cancel or change the order, proceeded to ship it and said that I would need to pay shipping to return it, then pay shipping to separately order a new size. I left a note for ***** not to deliver, they delivered anyway. I returned the package to ***** to return to sender, they attempted to deliver twice again before it was returned to ********, ** facility. Two days after tracking confirmed that it had been signed for at the warehouse, I requested a basic exchange. They said I not only needed to wait for a refund then reorder, I would need to wait ***** days for restocking, after which I would need to pay for shipping before it could be refunded, rather than waiving the shipping fee. Prior to this fiasco, the previous order contained an incorrect item, which they did not replace but required me to again order the correct item (despite their error) and wait to have the shipping fee refunded rather than sending the correct item or waiving the shipping fee on a new order. When I contacted customer service, they claimed it was not possible to waive shipping. Unbelievable.

  Business response

  02/03/2025

  We regret any inconvenience this has caused. We attempted to contact you at the phone number listed on the order but did not receive a response. We have placed a new order to re-ship the Chelsea ******** to you at no additional cost. The order shipped on 02/01/2025 under ***** tracking number, 441724624229. Please allow up to 10 days for delivery. We appreciate your reaching out. Were happy to help.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of boots on 03/02, however they were just a little too big. On 03/08 I initiated return to exchange them for the correct size. An in-store credit was issued and I used that to order the correct size.I don't have the exact date, but about a week later, the new boots were ready to be picked up from the store, so I returned the initial ones that were the wrong size and picked up the new ones. When returning the boots, the associate initially rang up a refund to be issued to a gift card, however I explained that I had already been credited and just needed to pickup my new item. He assured me the gift card was canceled and called his manager over to take care of the rest.Six months later on 09/10, I get a random of charge for $243.14 from Sierra with no email in advance or anything. Not recognizing it, I immediately called my bank to file a chargeback and close down that card thinking my card had been compromised. After further investigation, Sierra stated that the boots were never returned. I reached out to them, and they are now insisting that the boots were returned, however they are claiming I was issued a gift card that has already been partially redeemed and can only give me $86. That is simply not true. I never received this gift card. I just want to be refunded for the full amount that I was wrongfully charged. If there are security cameras in the store, they will show me refusing the gift card and walking out without it.

  Customer response

  11/14/2024

  Just following up on this. Sierra did issue a full refund for $243.14 today, so you are welcome to mark this as resolved. Thanks for your help. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased goods from Sierra Outpost almost 2 years ago. Starting in June 2024 I have been getting numerous advertising emails from them. Sometimes 2-3 emails a day. I followed the link to unsubscribe from emails and nothing happened. I emailed customer service who apologized and said I was removed from the emails and it would take up to 7 days before the emails stopped. They never stopped. I emailed them again and they apologized again and said I was removed and it would up to 7 days before I was completely unsubscribed. I am still getting emails and now several more times a day. I am contacting BBB so that someone will actually follow through with removing people off their mailing list.

  Business response

  08/06/2024

  We regret any inconvenience this has caused. We have removed this email address from our marketing emails. It can take up to 7 days for the emails to fully stop. We appreciate you reaching out and are happy to help. 

   

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Kim Tomlinson

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received a fathers day gift from someone who does their shopping early. When I went to return the item it was already past their return policy even though I'd only recently received the item and it was unopened and unused. upon calling their store they told me I could return it for a credit but when trying to get it done I was told I could not. Why the back and forth for an unopened unused product?

  Business response

  07/30/2024

  Good day-

  We regret any inconvenience this has caused.  We have extended the return timeframe on this order and will issue a merchandise credit/egift card once received.  If you have any further questions, please reach out.  We are happy to help.

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Robert Meelheim

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on June 17, 2024 for a pair of shoes. The order was shipped on June 18 via FedEx. Unfortunately, the shipment has been stuck at "on the way Concord, NC" for days now. I believe the order is lost in transit. Unfortunately, this company's chat function never works and emails to the company have the same response - wait, wait, wait. I paid for these shoes, but I am not getting sufficient information. At this point, I think I will need to dispute the charge on my credit card.

  Business response

  06/27/2024

  We regret any inconvenience this has caused. Your order shipped on 6/17/2024 and was delivered 6/26/2024. Please contact our Customer Service Department at 1-833-888-0776 if you did not receive this package or need assistance with a return. We appreciate you reaching out and are happy to help. 

  Customer response

  06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me; however, their shipping time is outrageous.
  
  Regards,
  
  Monica Adams

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned the items from this order and was promised a full $78 refund. I only received half ($39). It is literally impossible to solve this problem over the phone or via customer service chat, and there is no email address to write to. This company's return policy is unbelievably convoluted and clearly designed to fleece customers.

  Business response

  04/25/2024

  We regret any inconvenience this has caused. A refund has been issued in the amount of $39.00 to reimburse you for the item in your order. Your refund confirmation number is C-09202968. Please allow 5-7 business days for this amount to show up on your bank or PayPal statement, depending on your banking institution. We appreciate you reaching out and are happy to help.

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Matthew Schick

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  False representation and zero response to emails. I sent them a photo of what they were claiming their product looked like, vs what it really does. Instead of a lovely blue that I was led to believe I was buying, I got a drab, much darker and grayer one. And no, it's not my monitor. It's a photographer or seller trying to make their product more attractive than it actually is. And returning it, they will charge me for the shipping, which would leave me with nothing and cost more than the products. Emails have gone unanswered for days. It’s not a lot of money, but it's the principle. In the uploaded photo, on the left is their representation, on the right is what I got. Same image I sent to them 4 days ago with no response whatsoever.

  Customer response

  04/10/2024

  It's resolved. They reached out to me once they got the complaint via the BBB and handled the issue swiftly. Thanks!

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed website order# EP7241970 on 2/12/24, based upon written item description and photos. The order consisted of three(3) items, total. One of the items which arrived, 4AKPR-01-35-REG/ TNF BLACK, was not as described or pictured on the Sierra website, though it is the correct item according to the manufacturer tags attached to the garment. Reviews of this item on the Sierra website indicate that I am not alone in my experience of receiving an item not as described. Obviously, Sierra made an error in the description and photographs of this item, which is the sole information customers utilize when deciding whether to purchase. The company's responses to my request asking to return the garment for a refund in full, due to their error, have been rebuffed. It seems that any return of this item will be assessed a shipping/return fee. In the alternative, a store credit may be requested though there is also a fee assessed for the return with that option. Given that the error was made solely by Sierra, I feel it is unreasonable to expect that I should pay any fees or receive anything less than a full and complete refund of the total purchase price, including any taxes and shipping, for the return of this item. Further that Sierra should pay for the return shipping of this item. Thank you.

  Business response

  03/01/2024

  We apologize for any inconvenience regarding the confusion with the return shipping fee. A return shipping fee is not charged when incorrect items are received. We have issued a refund for the full price of the item. The return shipping charge was waived. You should see the refund on the original form of payment in 7-10 days. Please let us know if there is anything else we can assist you with as we're happy to help in any way that we can. 

  Customer response

  03/04/2024

  Regarding the response from the merchant, Sierra- I was contacted by phone and spoke with a representative on Feb 28, 2024, if I recall correctly, who advised that I would be refunded the full for the price of the item to the original method of payment and that I should not return the item but, rather, keep or dispose of it at my discretion as an apology for the difficulties I had encountered.
  

  I mentioned that I have no use for the garment, such as it is, and I'm happy to ship it back if, and only if, Sierra pays for shipping by providing a shipping label which I did not receive.

  I did not note that reflected in the Sierra response to the BBB.

  If Sierra provides a shipping label to me in a reasonable amount of time,let's say 48 hours from now, I am happy to return the item otherwise I will do as advised by the representative I spoke with on the telephone.
  

  However,I did receive a full refund in the amount sought to the original method of payment with which I am satisfied.
  

  I am only including this information, in an attempt to keep pertinent facts straight and accurate.
  

   

   

   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a JBL Partybox bluetooth speaker. Boy was I surprised to open it and find a carefully repackaged old plastic tool box (with a weight inside ... I'm sure to approximate the speaker). When I took this back to the store they refused to accept the return and gave me the name an email address to the "regional manager" which was total junk.

  Business response

  02/15/2024

  We regret any inconvenience this may have caused. We contacted you at the phone number provided but were not successful in speaking with you. For assistance, please contact our Customer Service Department at 1-800-713-4534 and we would be happy to assist you.

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  Refund provided.
  
  Regards,
  
  Caleb Wright

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a jacket from Sierra Trading that came damaged - sleeve was soaked with some liquid. Also, the color was not as pictured online. No return label was included. I had to call several times before one was emailed to me. I brought the item to fedx which shipped it back immediately. I have all tracking information. I called 2 weeks later to check the status of my refund. Service person said it was being processed. I called back again 10 days later to check status. This time they told me jacket was received wet and unsellable so they mailed it back to me. I sent it back to them in the first place because it was wet and the wrong color! They are refusing to refund my credit card. They said a manager would call to discuss but never did, so I called back two more times. Customer service people were rude. This is a criminal act not to refund me for a damaged item they shipped to begin with. I have never had such an unethical and unpleasant experience with a retailer. Their actions are criminal and should be investigated.

  Business response

  02/07/2024

  We regret any inconvenience this has caused. We have submitted a refund for the item to your bank on 02/06/24. The refund should show on the original form of payment in 7-10 days but may vary depending on your bank. We appreciate your reaching out. We’re happy to help.

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Kim Glendon

*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. ↩