"They are now TruSnow, and they totally suck. I ordered a pair of shoes for my brother on Oct 30, 2010. On Nov. 12, I get an email from Donald Fierros: "Your order, TS-358687 has shipped!" Much to my chagrin, it says it was a 'partial order' (wtf?)- I only bought one pair of shoes. After weeks of emailing with no response, I finally get a young girl on the phone for customer service. She seems confused about what's going on as well, but informs me that the pair I ordered are no longer in stock. I said that was fine, I'll just pick another like-pair (they had other colors available). She said she'd have to speak to a supervisor, and that they would "call me back in 24-48 hours". This is now 3 weeks after I placed my order. Well, big surprise, no one ever called me back, but I did get a cancellation email from Beth Marks. Great! I even said I would take the same pair of shoes I ordered in a different color, but it seems this company doesn't even want my business! No matter, the feeling is now mutual.
If you're smart enough to read resellerratings, you're smart enough to avoid sites with terrible customer service as well. I wish I would've checked here first. Caveat emptor."
"I ordered a small womens Burton AK 3L Static snowboard pants. When I received them, they were an XSmall. It was really annoying to pay for shipping them back when they made the mistake of sending the wrong size. I won't be ordering from them again."
"I have ordered from sierrasnowboard over 5+ times and in my experience, they are usually fast in delivery with excellent prices and customer service.
This time, I ordered 2 brand new 2010 snowboards and it arrived all stratched up with finger prints, smudges and all the manufacturing stickers describing the board were missing. I know that the board's performance is not going to be compromised with scratches but when I buy something new, I expect it to come in great condition. Just like if someone were to buy brand new pairs of shoes, clothes or a new car. You wouldn't want scratches, dirt, and stains right?!
Well, the good thing is I contacted the help desk and they responded promptly and provided me with a free shipping label. I ordered another snowboard and fortunately, it arrived fast and in new condition. My experience this year was not so good but this is not going to stop me from shopping here again. "
"I was extremely disappointed by this shop.
First - they calculated the sales tax AFTER I paid my order. The sales tax amount was only in the confirmation email.
Second - they didn't ship my order for TEN days and only after I wrote them an email asking why they didn't ship they answered my that they canceled my order. This is a good example of a great "customer service" - to not notify the customer about the cancellation of the order.
Third - I tried to call them by alas I was asked to wait 20 minutes for an operator. Maybe they were unable to handle all the phone calls from angry customers."
"So happy I didn't listen to the negative reviews. Order arrived the next day!...with FREE shipping!! I bought a $150 pair of snowboarding pants for $105. The item had the $150 retail tag attached when it arrived. I purchased the same item for $150 at a local store.Would definitely order from this site again. (but probably only if I am sure I am going to keep the item. returns seem to be the big problem in other reviews.) "
"The return process is a big hassle. Their website crashes all the time and I still can't get an agent to give me a RMA. It's ridiculous.
Also when I put my order and name I can see other people's orders and information. Total lack of privacy and safety. "
"I tried to return my purchase and selected their pre-paid shipping label (which charge me $12) but I got a database error message instead of the label. Spent almost 2 weeks trying to get them to refund the $12 and let me ship it myself or just send me the label but they kept giving excuses about how "the system wouldn't let them." Promised to call me back many times but never did. Overall a very frustrating experience and I had to be on the phone with them almost daily for 2 weeks."
"Wow, wow, wow! Got the best price on the internet, got the product in 2 days, spent $0.00 on shipping. What more can I say."
"I ordered a pair of Trespass Fagan snow pants. The pants were 50% off, which was a good deal. The checkout process was fast and easy, the shipping was fast, and they packaged the item well. Flawless experience. Highly recommended."
"Purchased a snowboard in their 40% off 2009 snowboard sale. Site was a bit difficult to navigate (slow), but the order was completed and confirmation e-mail sent with tracking showing the package in transit. Great community and service."
"I placed an order from the "70% off" area of the website. The website accepted my order and i received an order confirmation email. The next day, I received an email saying the item I'd ordered was out of stock and my order was being cancelled. I sent them an email about it 7 days ago and have not received any reply.
So they failed to deliver an ordered item and they failed to communicate with me about it.
UPDATE: i finally did get a response 13 days after emailing them. they had, in stock, the same model that i'd ordered but one year newer. i'd asked that they make good on their failed order by selling me the newer item at the same discount, but they refused.
"
"I bought a pair of Anon goggles and a backpack, both on sale (about 50% off). After placing the order I found the backpack cheaper in another online store, so I contacted them, and I got a price match and the difference refunded.
The order arrived as expected, however the lens on the goggle lens was different from the one ordered and advertised on their website..
Otherwise, given the discount applied, I consider it a fair deal, and recommend this merchant."
"Ordered from the site with the page saying that their was plenty in stock only to have them cancel my order later telling me that they didn't have any left. Update your site before you taking my money and my bankand personal information. I am willing to bet that they solicit my email address now."
"Amazing store, amazing prices, and amazing customer service. It's a store made up of snowboarders who are out to win your heart. They offer cheaper snowboards than any other competitor that I've seen and always has someone within their forums to lend advice. You can take it from them, as they are all seasoned snowboarders.
Not only that, but they've built a great community within their forums allowing members to trade gear or even give out free gear weekly.
Personally ordered a Burton Uninc that I still enjoy riding. Arrived quickly and in pristine condition. "
"I have ordered from SierraSnowboard.com 10+ times in the past year. On one of my orders there was a minor issue which the great staff at sierra resolved. I will continue to order from them for their great service and unbeatable prices. "