"I don't normally post a review, but I thought I should share that I had a significantly different experience than others. I was hesitant to purchase from Outland USA because of all of the reviews - and their responses - that I read, but I have been trying to purchase from independent retailers which isn't always so easy. I purchased a pair of shoes, which were packaged and shipped within hours and received a few days later. Smooth and easy."
"Ordered the Keen Women's Newport Hydro - Steel/Grey/Blue Turquoise Shoe. They fit perfectly and were
delivered earlier then predicted. Thank you and looking forward to wearing them.
"
"Hi! I create order without creating account in your store
After filling in all fields (credit card, address) i click “place your order” and nothing happens. All my steps i do from mobile phone iPhone
I check all fields again and press “place your order” again
I don’t receive any confirmation messages on my e-mail!
Then i check my money in credit card and see two same paid to you store
How can this do???
I need to cancel my second order!"
"I wanted to leave this review because I felt the positive reviewers were underrepresented. Last Sunday I ordered a pair of Filson gloves that were the right size and color and that were discounted on OutlandUSA. I delayed in ordering the gloves for at least two weeks due to the negative reviews here. But on another marketplace site (very big site that starts with an A) where OutlandUSA has a presence, they received a 95% seller rating. So I ordered the gloves. A day later the gloves were shipped and I received a tracking number. Four days later I received them. Absolutely no drama and everything was as expected. So for that reason I will order from them again. For me, I consider great customer service to be when I don't have to contact customer service at all. "
"Outland USA is Scammers they send your Used merchandise when your order their products"
“We're sorry you had a negative experience! Could you please provide us your order number or any additional info so I can look into the issue?
Edit: We never heard back from the reviewer so please note: We absolutely do not sell used merchandise. Occasionally items such as climbing shoes, leather boots, or other such apparel are intentionally designed to look scuffed or worn and are misidentified as used. If there is ever an actual manufacturer's defect, we are happy to issue a full refund. Hope that clears things up!”
"I'm not sure what all the crazy negative comments are about.... the company is honestly great to order from because their prices are almost always better with coupons. A lot of the premium outdoor brands NEVER go on sale and are the same on every place you look. But Outland has a bunch of 10-20% coupons that are pretty easy to find which make practically every item the lowest price. The website is pretty old and some stuff doesn't seem to work great, but if you know what you want, I would order there.
Customer service was fine for me also. Had a quick question about an order and they responded fairly quickly. Not mind blowing, but I thought they did a good job. "
“Hi Jeff, thank you for the positive review and for your support!”
"BEWARE; OUTLAND USA is one of the WORST online companies, they practice nasty, unorthodox and manipulative tactics in sales. First, we ordered a bike helmet that was advertised on their website. The price they had online was advertised and used as bait, it was lower than most online retailers. They do that to lure you in buying their product, once the order was placed; we received an email after couple of days informing us that the product we ordered in not available and they will be happy to make a substitution for another helmet for free. That's where it gets tricky. We searched their online store for another bike helmet and we only found two helmets of the same size we need available on their online store. However, the price for these two helmets were way OVERPRICED and UNREALISTIC compared with other online retailers. As a matter of fact, I directed the representative assisting us to another online store that has the same helmet he was trying to sell us for listed for HALF of their PRICE. He even joked about and I said "I should buy one for myself at this price". He tried very hard to lure us to buy one of their helmets at the inflated advertised price for the substitution. We refused and asked him to honor the email and the pledge the company made to us to apologize for not fulfilling the order and offered a free substitution, but he totally refused. His goal was to score a sale and make us pay the extra monies for the helmet. In my opinion, I find this company to be a SCAM and their representatives are very well trained to practice the lowest class of deceit and devious ways to connive and trick customers in buying a product from them at a very unreasonable price. BEWARE and AVOID dealing with such a company that lacks moral standards, professionalism and has the poorest customer service."
“Hi MK, we're very sorry you had such a negative experience, but we assure you there was absolutely no attempt to scam you or force you into paying too much. The bike helmet you ordered was a discontinued item which we no longer carry, that's why it was at such a large discount. Unfortunately due to a rare system error which we are working to address, the item was no longer in stock when you ordered it. If this happens, we do typically offer a close substitution for convenience. However, your request was to substitute a new much higher priced helmet for the original heavily discounted one, which we simply cannot do. We are sorry for the error and for the lack of suitable substitutes, but we assure you our customer service representatives have no interest or incentive to force customers into making purchases they are not comfortable with. ”
"I was charged a 10% restocking fee for taking the return label to the shoe box. I’d already paid $14 to ship the shoes back and then 10% on top of that. They aren’t worth doing business with. Stick with Zappos."
“Hi Mandy, unfortunately using the original shoe box as the primary shipping container damages it, both in-transit and from removing tape and postage stickers. As a small business, replacing shoe boxes (necessary to resell the unused item) is a very real cost for us and requires special ordering from the shoe manufacturer. The returns instructions should have mentioned explicitly not to use the original shoe box this way. ”
"Great stuff in this shop, everything I ever got is very effective, comfortable and durable. Fast delivery and no problems."
"Customer service is great! Fast Shipping."
"There was a price mistake online where I got a jacket for a ridiculously low price. They called me and explained that it was a simple mistake. After additional talks They offered me the jacket at their invoice price which I agreed was very fair.
Throughout my entire line of communication with Outland they exemplified excellent customer service. They truly went out of their way to gain the approval of just a single customer in myself. Initially I was upset at not being able to get the jacket but I was won over by their customer care.
In a world where airlines, AT&T, and Verizon exist...this event has restored faith that some companies actually give 2 sh*ts. I look forward to recommending OutlandUSA to those seeking athletic apparel.
- Will
"
"Similar to other reviewers outlandusa have a terrible payment system. I tried making a purchase for $230 and as I hit pay, the page refreshed... so I hit the pay button again and still nothing happened. At this point I decided to check my balance online and I had been charged twice ($460) with no confirmation message or any acknowledgement from the website.
Alarm bells started to ring at this point and I contacted the company directly. The woman who I spoke to was very blunt and not at all helpful, she simply stated that the payments would 'clear' and it would be resolved. No mention of whether they had received the funds or whether the payment had gone through. She then told me that there was an issue with international cards and that they did not accept them - however the website makes NO mention of this either as you make payment or in the FAQs. Another reviewer on here mentioned that this happened with a US card as well so be warned. At this point its been a week, the funds still havn't cleared and the company isn't responding to me and has made no effort to apologise or try and rectify the issue.
Would not recommend them and would not even come close to attempting again. "
"Got the package in just 2 days, really impressed with their services and product quality is also really good."
"I bought an item with using one of their discount coupons and paid it with an international credit card. I saw a pending transaction on the statement however they didnot send an order number. After I called them, they told me that they don't accept international credit cards and require me to use a domestic credit card issued by an US Bank. So, I paid with my sister's credit card whom I was visiting for holiday. Again, same thing happened. There are two charges of same amount pending in my sister's credit card statement related to this order attempt (even if we tried just once) and we couldnot see the "your order is placed" message. We called them two times and couldnot get an answer within their working hours stated on the website. We left a message two times and they didnot call back about the problem. At last, today, we called again and talk to someone. She said we won't be charged and the pending amount will be discarded soon. She asked "is there anything I can help you with" as a part of their regular communication protocol but that didnot sound as they are willing to inform us about how we can process our order!! I said thank you because I decided to buy the same item from another seller. I have limited days left in US and I couldn't buy that item just because of their unresponsiveness. All these happen in 7 days and 5 of them were workdays. If I didnot call again, probably they will not even let me know about the process. And tehre is a pending amount in both credit cards' statement for these seven days! Be careful if you have a time limitation when shopping from OutlandUSA.com!"
"I have ordered designer mans shoes made from the textile. Shoes came in the plastic parcel and completely shrank. Very disappointed. Send back. "
A rep from OutlandUSA, OutlandUSA.com, has responded:
“Hello! We're sorry you had trouble with your order, your problem was caused by using an international credit card which our system could not verify. All charges will be refunded by your bank in a few days, and we have no control over the process. We will reach out to you soon with more details! You left a review within hours of placing your order and before our customer service team had a chance to help you.”