1/5

posted Apr-02-2013

"I had been a customer of STP for approximately 14 years. I just received my final notice from them that they no longer want me as a customer because my rate of return is over 60%. They had warned me of "my high rate of return" about 2 years ago and when I left a terse message for Lee Macias, head of customer service, their response was to send me an application for a STP credit card. As a company I think they are ridiculous. Mail order and online vendors have to anticipate high rates of return due to the nature of the business. If you're dealing with apparel and footwear, there's no way to know if it's going to fit without trying it on. So are you supposed to keep unsatisfactory merchandise or items that don't fit merely to keep your return rate down? Some of the merchandise is first quality, some of it is not. More than half of their merchandise is mis-sized or seconds. There's no way to know until you receive it. You can get some good deals but you really have to work for them. I consider myself fairly typical. You'll probably have to return close to half if not more of the merchandise. It takes time to fill out forms, repackage items and take them to the UPS store. And then there's the unfriendly return policy. I always returned items promptly and in original condition, but I incurred their ire. My experience was similar to bigskytooohio's. I felt cheapened and shamed by them and that is ridiculous. They are a vendor of goods. Who are they to judge me? I'm not good enough to be their customer? Ludicrous! It makes no sense to run off paying customers, but they're doing it. As bigskytooohio said "let the buyer beware"."

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2/5

posted Mar-20-2013

"I do not think I will order from Sierra Trading Post again. I had to return a bad fitting jacket and they deduct shipping cost from the return, plus you pay to have it sent to you in the first place. Zappos is a much better deal. I am out almost $16.00, which made the purchase a bad value."

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5/5

posted Mar-19-2013

ResellerRatings.com TOP REVIEWER!

"After creating an account from a computer, I ordered from their Android app, and the experience could not have been smoother. The app is very well designed and easy to use. What was weird though was that the shipping confirmation email I got had the wrong tracking number! This was corrected later on the website, but it was funny to me nevertheless.

The item arrived in time, and was exactly as described."

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3/5

posted Jan-22-2013

"I used to like Sierra a whole lot more than I do lately.
It seems their offerings (savings) have come down drastically.
Also their shipping time is extremely, excruciatingly SLOW.
And the fact that you get a tracking number which does not show up on UPS tracking list well over 3 days after the number is generated.
The only good things left are their terrific phone support, their extremely generous return policy and their actual shipping i.e. the contents are all very well packed and arrive in pristine conditions. But apart from these reasons, the key reasons that keep the customers returning for additional shopping seems to be fast dissappearing:
- Very slow shipping
- The savings are not really there, which sometimes may not matter if at least the shipment arrived quickly (Zappos comes to mind first, their shipments are amazingly quick!) Why cant Sierra mimic Zappos in that department???
- The product offerings are not top of the line."

This review was modified by s.m.art.artlover on January 23 2013 05:47:16 PM

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1/5

posted Dec-08-2012

"STP

I purchased two sets of six hangers each of these Great American Hanger Co. hangers. When I received them, I noticed that the corner of one carton was heavily taped with the clear ‘Sierra Trading Post ‘ packing tape. The other carton had plain brown tape and both were in the original orient sourced box (“packaged and shipped separately”).

I opened both boxes. The heavily tape-repaired box had three of the six hangers broken beyond repair, the other three OK. The other carton had all six hangers OK.

The repaired box had obviously been dropped. The box was repaired with tape and shipped, either a) without the contents being checked for damage, or worse, b) damage noticed and covered up.

In this instance I do not blame the Great American Hanger Company (neither great nor American btw) or the guys in receiving or shipping; I’ve done it and unpacking a wall-to-wall, hand packed orient container is at least unpleasant

I took photos of the cartons and the damaged hangers and sent them with an explanatory email to STP Customer Service. I suggested that they determine the best way to handle the matter. I sent the email three times! I received an auto-generated reply assigning me a number and advising me that I would receive a response “within one day”. That’s it! Not a word from STP since. There was a time at STP when I would have gotten a same day phone call about something like this.

Whoever Mr. Richardson handed his business off to doesn’t get what customer service is about, nor that it was cornerstone to what STP became. I’m a 20+ year customer and I’m gone. Shame.
"

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1/5

posted Nov-30-2012

"After 20 years of doing business with STP, my last order was truly my last.
STP has a full time UPS Rep handing them who does not inform them of UPS inability to deliver to the STP customer within a acceptable time frame. My last order sat in a UPS Depot for 5 days with no action by UPS to deliver and wehn I called sierra to ask if they could resolve the matter, they cancelled the order, had the goods sent back to them and charged me 2 way shipping and 15% restock fee!
I spoke to Kim (CS Manager) and Ken (UPS Rep) who made every effort to CYA doe STP but never got an apology or the goods I ordered. I had to go the my CC company who refused STP's excessive charges and refunded me the total charged for the origibnal order plus shipping. They backcharges STP for the cost.
Wrote a letter to Keith Richardson, CEO and Founder) asking WTF? but as of this date, no answer...maybe he is off on another vacation spending your and my hard earned dollars!"

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posted Oct-04-2010

"I ordered a pair of Vasque Momenta Trail Running Shoes on-line. There was a problem witn the shoe fit, rubbing around the ankle. I wanted to return them in exchange for a trail running shoe made by another company for the same price. They told me I would have to deduct the return shipping cost from my credit. I am now up to 7.95 (original shipping) + 5.95 (return shipping)which equals 13.90.

If I need to return the replacement shoes I will have to pay another 5.95 in shipping. I was told- as if this is a bonus- I get free shipping when they send the replacement shoes to me. As long as I reorder within 7 days.

Because I paid through PayPal I can not immediately use the return express procedure because they need to bill the return shipping rate to my credit card and I do not want to give them my credit card number. That is why I use PayPal in the first place.

So if the original shoes I returned do not arrive in their warehouse withing 7 days I will lose the free shipping benefit on my exchange pair of shoes.

Sound complicated? It is and ridiculous too. I have order discount items through other on-line stores where shipping was free if you needed to return/exchange an item. No special programs, deadlines, and other annoying rigmarole in the fine print.

I do not recommend buying anything on-line from Sierra Trading Post unless you are absolutely certain of the fit and the item you are purchasing. Otherwise you may ring up a shipping bill amounting to more than the purchase price of the item you ordered.
"

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posted Apr-20-2008

"Excellent batteries, great deals and good customer service. Really stand behind their products, no hassle replacement for defective product (only happened once.)"

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5/5

posted Jan-19-2005

"I was very impressed with their entire process. My order was immediately confirmed, I received shipping and tracking email the next business day, the item arrived on schedule (2 Days). The product was as described. A perfect transaction."

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2/5

posted Dec-29-2004

"Let me start by saying I have been shopping from the STP catalog for more than 10 years. I now shop regularly from the website and find it easy to use. The shipping is fast once the item is sent to the carrier. However, I find that they take their sweet time in processing an item in house.

Recently I have noticed a disturbing trend at Sierra. The company seems to have really gone down the tubes in customer service. If you have a return it takes weeks to get your credit/adjustment.

For example I ordered a rather expensive leather breifcase recently. I sent it back because the quality seemed to be a bit low for the price. I ended up ordering the last one available but then returned it. About the time it got back to Sierra the item appeared again on the website for sale. A week later it is sold, but I still have not gotten my money back. When I called they said check back in another week. This is just poor business practice. They charge my credit card and someone elses for the same item. This seems to me to be borderline criminal.

I like sierra's prices and selection but in the past two years (2003-2004) they have really taken advantage of buyers due to poorly mangaged order processing. I used to be able to speak to a well mannered customer service agent. Now I seem to only find terse and unhelpful people on the other end of the line.

Sierra, what happened to you and your Christian Ethics? Oh how I long for the Sierra of old."

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1/5

posted Dec-22-2004

"Do NOT buy from this company! I ordered an item on 12-9-04 and at that time my credit card was billed. The item supposively shipped on 12-13-04 but it is now 12-22-04 and no one knows where the package is. Sierra trading post claims that the delivery company lost the package, but the delivery company states that the package was never picked up for delivery. The item ordered is now unavailable so there is no way that I will be able to give as a Christmas gift as I should have been able to do. I was told that I would be issued a refund but as of yet I have not received the refund. Please stay away from this company."

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5/5

posted Jun-27-2004

"Sierra has always been great for me. Big ticket items for way below what I had found elsewhere, with perhaps the exception of E Bay. Just purchased $1,100 Zeiss Victory II binoculars for $825 (refurbished), and this was after 6 different online camera stores tried to rip me off with false ads, and no products. Bought Koflach mountaineering boots from these guys as well for $80, when they were selling for over $200 retail.

Always had good shipping, and customer service. Happy to do business with a reputable company."

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3/5

posted May-15-2004

ResellerRatings.com TOP REVIEWER!

"Sierra Trading Post is a very average reseller. Their prices are nothing special, and their shipping methods leave something to be desired. I ordered a tie from them, and waited nearly 2 weeks before I received it, with no way of tracking the package."

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5/5

posted May-04-2004

"I love this company. I consistently order from them and have never been disappointed. They have great brand name outdoor products and awesome prices. Why spend $80 for a pair of shoes when you can get them a 6 months later for half the price. Well, I've been running 13 years and my local Running store usually doesn't supply size 7 shoes so this store is perfect for me. Plus they have awesome jackets. Watch out for those extra great deals and load up."

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1/5

posted Feb-04-2004

"Watch out that Sierra Trading Post sends you the advertised
merchandise and don't expect any returns to be processed in a
reasonable time-frame.

I ordered two pairs of hiking boots advertised as including "Tecni
Dry"-- Tecnica's equivalent of Gore-Tex. The boots they sent were the
non-Tecni-Dry version (which in fact retail for less than I paid since
I was supposedly buying discounted higher-end boots).

Customer service said they would inquire and get back to me in 2-4
days. After 3 weeks I contacted them again, at which point they said
they had "no information" but permitted me to return the boots (as if
the misadvertisment were somehow my fault).

I sent back the boots and perhaps I will eventually even get
refunded-- maybe even get the return shipping refunded-- but it's all
requiring many annoying prods to customer service which often are not
answered on the first 1-2 tries. Just processing the return once
they've verified the merchandise has arrived apparently takes several
weeks.

I will think twice before ordering from Sierra Trading Post again.
"

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