ComplaintsforSierra
Online Retailer
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Complaint Details
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Initial Complaint
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a return on 8/12/2022 to Sierra in Roseville, MN. Today is 9/15/2022 and have still NOT received my refund. I've made multiple phone calls with no help. Managers tell me to contact customer service. Customer service tells me to call the store managers. I've emailed, called, sat on hold, emailed, called, sat on hold. No help.Business response
09/16/2022
Good afternoon. We regret any inconvenience this has caused. We resubmitted the refund to your bank on 09/16/2022. 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.Initial Complaint
08/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The Salem New Hampshire see your restore location is refusing returns of merchandise that the state cannot be resold. I purchased a dog treat that made my dog sick and they refused to give me even a store credit stating that they do not have to issue refunds for merchandise that cannot be resold. This is an illegal business practice in the state of New Hampshire and I will be filing a complaint with the Attorney General‘s office as well.Business response
08/23/2022
We regret any inconvenience this has caused. We’re happy to look into this further, however, we were unable to locate the order. Please reach out to our customer service with the order number. This will help in refunding the appropriate amount.Customer response
08/25/2022
Complaint: ********
I am rejecting this response because:
I do not have an order number. The receipt was in the bag and the cashier must not have put it back in the bag as I do not have it now. I received a voicemail from the corporate office stating that they were giving me a refund in the form of a store credit. To date I have not received that refund. This is ridiculous and deceptive and my next complaint will be going to the attorney general’s office of the state of New Hampshire.
Regards,
***** *******Business response
08/31/2022
Thank you for emailing in and confirming that the gift card has been received. Thank you for your patience. We again regret any inconvenience this has caused you and appreciate the chance the make it right.Initial Complaint
07/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order on sierra.com on May 7, 2022. Tracking number had no update since May 23, 2022. I contacted customer support today on June 24, 2022. They said the item was lost during transit and was only able to give me store credit for $43.10 (my order amount), and was not able to refund my money. This is not right, a full refund should be issued.Business response
07/13/2022
We regret any inconvenience this has caused. We submitted the refund to your bank on 06/27/22. 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.Initial Complaint
06/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered shoes for $29.95 to be shipped to store. Did not pick them up in time. Email confirmation states any orders not picked up by selected date will automatically be refunded. Sierra is now not refunding me for my order and I would like my money back.Business response
07/01/2022
We regret any inconvenience this has caused. We resubmitted the refund to your bank on 06/30/22. 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.Initial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a ****** jacket from these folks in November of 2021. It was worn once or twice and started to tear. I called ****** (the manufacturer) and they told me that there was no warranty because the coat was not manufactured by ****** and suggested that I get my money back from whomever sold it to me. I contacted Sierra Trading Post and they said that since 45 days had passed they would not even consider a return. This coat was falsely advertised as being manufactured by ******, there was no mention on their website that it was made by a third party to be sold by Sierra Trading Post or that it would not be covered by the warranty of the brand that it was falsely labeled as. The coat was single stitched and cheap but was sold to me as being from a high end brand. This is false advertising.Customer response
02/22/2022
***** ******* ****** ****************************** *** ********************** ***** *** *** ***** **** ** ******** ** ******* ** ********* *********.
I have resolved the complaint that I made with Sierra Trading Post.
complaint #********.
Thank you for your help,
******* ******Initial Complaint
02/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Date of the transaction: 11/20/2021 The amount of money the business owes me: $52.98 What the business committed to provide me: A credit of $52.98 What is the nature of the dispute is Sierra needs to credit my account Sierra has said credit will take 24 to 48 hours to post on my credit card. No such credit has been posted on my account (per rep on 1/11/2022) Transaction # *********** Customer # ********* Store #**** Sierra Complaint Number: ********* which was created on initial call on 12/28Business response
02/04/2022
We regret any inconvenience this has caused. We resubmitted the refund to your bank on 02/03/21. 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
02/07/2022
Complaint: ********
I am rejecting this response because: the credit still have not shown up on my ****. see current bank statement
Regards,
****** *****Customer response
02/10/2022
Ref: Complaint #********, Date File 2/1/2022. Unable to update my complaint file, Sierra credit was finally posted on 2/9. I would like to close the complaint as resolved. Thx . Feel free to call if there are questions.
Sent from ****** ***** (*********************)Initial Complaint
01/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
When TJ maxx offered a rewards card including Sierra’s website, I joined. I was able initially to redeem my rewards certificates through Sierra, however, for the past 3 years I haven’t been able to redeem nearly $400 in certificates either in the website or Sierra IOS app. The certificates are or have expired now. I’ve written to Sierra, TJmaxx corp, and ********* Bank because with each and every letter and plea for help, each of these related contacts tells me to contact one or both of the others. I’ve even called and tried to get an agent to apply my rewards manually to an order, and also have tried twice to have a chat agent do it, and neither were able to do it. There seems to some huge glitch, and absolutely no one has been able to fix or figure it out. I’ve been a very long term Sierra customer. $400 in rewards must tell you how much business I’ve done there. I’m horrified that no one is willing to fix this issue or wants the business I’ve given to them for over 20 years back again. This cannot possibly be an isolated issue. I do not shop in the other TJ Maxx websites, and only want to redeem my rewards in Sierra. It’s the only reason I signed up for the rewards card.Business response
01/10/2022
We regret any inconvenience this has caused. We sent this to our technical team and they were unable to detect any errors. Our records show the ones that were provided to us have not expired. We ask that you attempt to use them on your next order. Please give us a call or reply to our email if they do not apply correctly. We're happy to help with a resolution.Customer response
01/12/2022
Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
11/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I needed to a return to the Sierra Trading post within 40 days from the order. My family unfortunately had a series of illnesses, each necessitating covid-19 testing/quarantine. Subsequently to covid-19 testing, I had to undergo a medical procedure. In this process, we were a few days late with hitting the return window provided by Sierra. I contacted their customer service and asked for an exception given the medical/COVID situation. Sierra was absolutely abysmal in their customer service. After 1+hrs on the phone and online chat with them, having talked to 4 different people, it was finally determined that I could only return the merchandise for store credit. No exception. The amount is for over $600 and they do not make exceptions for covid or medical reasons, even with willingness to provide medical proof. I find this to be a terribly non-flexible and socially irresponsible policy given the dangers of COVID-19 and the need for public safety. Customers should not need to choose between adhering to quarantine guidelines (not violating quarantine) and losing ability to refund items to Sierra. Their approach seems to imply that I should have chosen to break quarantine since even a few days medically-necessitated delay is not enough for them to make an exception.Business response
11/24/2021
We regret any inconvenience this has caused. We're happy to make an exception to the policy so you can return the items for a refund back to the original form of payment. Thank you for your patience while we resolved this.Initial Complaint
11/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I'm trying to return part of an order from Sierra. I checked out as a guest but when I try and sign up for an account to make a return it says my email is already assigned to an account. When I try and retrieve a password for any account associated with the email it says I don't have an account. The chat feature on the site doesn't work. I emailed customer service a week ago and received no response. I can't call because I have a hearing disability. I'm starting to think that this is a very poorly run business. I wish I hadn't ordered from them. They still send me lots of junk mail every day but won't respond to my emails.Business response
11/23/2021
We regret any inconvenience this has caused. Our records indicate that an email reply was sent on 3 different occasions. Our recommendation is to check your junk and spam folders. We sent an email with the log in id and included the reset link. Please feel free to return any items by mailing the items back using the return shipping label included in the original package within 40 days. Thank you for your patience while we resolved this.Initial Complaint
09/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have repeatedly been accused of cash advancing when I try to make a return to the store with my ******** debit card. I am accused of cash advancing on a credit card however ******** **** offers free checking accounts that are all online. My transactions are processed as a debit, I enter in my pin and the receipt says ******** debit on it. However when I try to make a return I am not allowed to insert my card and enter my PIN number Which makes the funds available immediately. Instead I’m accused of being a criminal and I have to wait 5 days for refund to post to my account. In one instance the manager on duty had called the store manager on speakerphone and I was accused of cash advancing in front of other customers. I want to know why my bank/debit card is processed as a debit(guaranteed funds) but I am not able to have the transaction processed the same way for a return. Policy was quoted “refund the same tender as the original transaction.” Why am I excluded?Business response
09/07/2021
We regret any inconvenience this has caused. Our point of sale system does not have the functionality to generate refunds immediately. We process these daily and send them to the individual financial institutions the same day, then the financial institution releases the funds to you. You may want to contact your financial institution regarding the delays. We will follow up with the retail store regarding this incident.
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Contact Information
Customer Complaints Summary
41 total complaints in the last 3 years.
12 complaints closed in the last 12 months.