"I ordered a top-of the line Marmot tent. $350. Paid extra to have it delivered in two days. My card was charged, immediately. Then, they said they would not be able to deliver for 10-20 days. I asked for a refund. An e-mail was sent verifying the cancelled ordered and a note stating the purchase was refunded to my card.
Never happened. So, I am out of a nice tent and my money. It has been 15 months. I cannot reach anyone by phone or e-mail. The main number has no voicemail nor is there a greeting which states the name of the company. The message simply states to "Call back again." No one ever picks up.
This is the first order, in 20 years for me, that was dealt with in bad faith."
"This retailer doesn't deserve even one star. They are worse than horrible. I ordered a set of Panaracer GravelKing SK 700x38 tires in April. Two weeks later I hadn't received shipping confirmation even though their website says, "You should expect to receive your order within 5-7 business days. If there is additional fulfillment time involved with your order, beyond this estimate, we will be in contact with you." They never contacted me and I had to follow up. I ended up corresponding with a customer service person named Jason and eventually asked that I be refunded. He said he'd cancel the order and issue the refund. It is now September and I have not received a refund and my order does not show as cancelled. I filed a Better Business Bureau complaint and it turns out the BBB has issued a consumer warning against Outside Outfitters. BEWARE.
"Trying to save a couple of $$ I found Outside Outfitters had the best price on Axiom Panniers with free 3 to 5 day shipping. So I finally got them to reply to my request for a ship date and I got an email that said they " I am the only person answering the emails due to some turnover in our department. Your item's stock is being allocated at the warehouse. From the warehouse, it will go to the shipping distributor then be shipped to you. You will receive a final email with the tracking/shipping info. Within the last week or so we have had some supply chain issues that caused a delay but I can assure we are resolving the issue now." What does that mean and why do I care, when all I asked for is the ship date I want a ship date. I feel bad they are having problems that they are working on, but when I pay good money for a product I expect to have it delivered in a timely manner as well as good customer service. I have opened a case with Visa for a full refund which I will close if I get a delivery date and tracking number. But I will never use them again..........................Local or Amazon. I will pay more for the service and products in a timely manner.
"I ordered 8 biz days ago...they said they'd deliver by today. I called CS several times. They don't answer their phones, or emails.
They rate "F" on BBB where they can't fake good reviews.
Run away fast from this POS company."
"Terrible customer service. Web order said delivery in 5-8 days. After 11 days, not even so much as a shipping notification. Phone hours are only 5 hours in the middle of the day 5 days a week. Emailed to request an order status and got no response in 48 hours. Called to cancel and got some answering service, person answering the phone doesn't even work for Outside Outfitters."
"Ordered a Marmot tent 4/21 item was shown as in stock with delivery in 5-8 business days. After 2 weeks and no info, I inquired to find out the customer service is a answering service that knows nothing about your order. They will send a email for you. After 3 weeks tried to cancel order. They say it can't be cancelled as it has shipped. I say ok give me the tracking number. Now 4 weeks and no shipping info and I have opened a dispute with my credit card company.
DO NOT ORDER from this company. They have no warehouse, no customer service, and no shipping department. You may or may or may not receive any of your items and it will take a long time for anything. If you do get something you must keep them forget sending back for refund. I wish is would have checked their reviews before ordering. You will see how bad this company is. It is true.
The positive reviews are fake!!! Yea great customer service got my stuff fast. Nice jacket .hahah that's a joke."
"This company appears to have a business model of taking payments, not sending order and refusing to refund."
"I ordered a tent from Outside Outfitters. It was supposed to be delivered within 5-7 business days. After more than a week and the order still showing to be processing online; I contacted them for the first time.
A couple of weeks and numerous emails later, I still did't have a tent.
I contacted them to cancel the order and get a refund.
Over the following couple of weeks I received one excuse after another for why I haven't received my refund. In the last email they said that they are working on budgeting refunds and my name was added to a list they monitor regularly. At that point, I knew they are going to drag this out forever. So I filed a billing claim with my bank. They came through and I got my money within the week. For anyone who is waiting on a refund, just get in touch with your bank. If you haven't bought anything from them yet, stay away!"
"We ordered a bike rack and after 2 weeks, no arrival and contacting their "customer service" by both email and phone repeatedly could not get us a tracking number. Getting our refund from VISA as we type."
"The absolute worst experience ever. I paid a month ago and they refuse to refund me. They then threaten to delay the refund further because I reported them to the BBB, who actually have a customer warning again this company. Their email is below
"We apologize for the delay in the shipping and the refund of your order, we have entered a refund into the system to be processed. Because you have disputed the charges and threatened to notify the BBB the refund process may take longer than normal. If the charges were not disputed we could push the refund through faster. ""
"Amazing customer support.Quick delivery.Good quality of products."
"I wanted to edit my order and make some changes to it and the customer care person helped me all the way."
"Price was awesome, selection of products was good and easy to use website."
"Good communication was made to ensure the delivery of the item to me on time."
"The worst on-line transaction ever, they don't stock any inventory and use a answering service for customer service, there fax # supposedly goes to a business next door. "