"Poor call center customer service. At all levels!!!

After seven attempts (several dropped calls and holds for a manager that never came) to resolve a CSR order entry error, I was given the impression that I was at fault. Only after being lectured by a manager about how I was taking advantage of their good well... did she recognize that STP was at fault all along.

Like a SNL skit, a whole lot of defensive non-listening and then a quick sorry and a dial tone.

I will think twice before shopping at STP again"

"I have ordered from this company for 20 years - thousands of dollars of merchandise. But I was floored when I ordered a couple pairs of jeans and a couple of jackets for my kids from them the other day and got an email from customer service. They claimed I was ordering too many pairs of jeans (for a family of seven, including 5 kids due to remarriage!! They grow, you know...) and accused me of being a "reseller" and to give them some explanation, or they would cancel my order. Also, that I would henceforth be limited to purchasing only 3 pairs of jeans from them per year! So I answered and explained the number of individuals in my family and how hard they are on their clothes. No response from STP. They just put through my order for the jackets and removed the jeans from my order. So apparently they now punish their good customers for buying their products?? And accuse them of criminal activity for having multiple family members to purchase clothing for? I am stunned and will be searching for a new place to purchase clothing at a reasonable price for my family. Wow. "

"September 26 2014
Reviewing Sierra Trading Post

I have been purchasing from S.T.P. for around 4 years.
Contrary to some negative reviews about their customer service, they have always been fair, if not, generous, in handling "glitches" that have arisen now and then.
I have found product delivery time quite adequate.
And, on an occasion or two where I had to return some items, or, claimed a shortage, or items left by UPS that were not found, they handled all those cases to the customers (my)favor.
Once you use them a few times, it becomes second nature to figure out how to get the best "deal", albeit, it can be a bit time consuming, and tricky at first.
I always order when their is a promotional shipping rate, (because if you don't their shipping charges are high), or, a minimum order for $75.00, which makes standard shipping free.
So, overall, according to my personal experience with Sierra Trading Post, I would rate them a 9 out of 10."

"So Sierra Trading Post - if you're reading this - you just lost a customer because of how you've treated OTHER customers.

I've spent hundreds on this site over the past 2 years (actually...it would be thousands - as in over 2K - but I returned a good bit of the stuff I bought). I was able to return things - and yes, it takes a while to get your refund (which may come in the form of a check...that looks total fake as the back has completely blank...like printer paper or something).

But to learn this company will refuse orders from people based on a return rate of 60% is astonishing. I could understand 80% or higher...but 60%! That would only make sense if this company didn't sell CLOTHING & SHOES - products that vary so greatly in sizing & fit that it's almost impossible to know what you'll get based on a website. I've had shoes from the same brand that were different fit & sizes - and until I tried them on I obviously couldn't know this. If you're going to be an online retailer of clothing & shoes - you should expect a high return rate. This is basic common sense.

Had I been one of the people to receive such treatment - this would be a 1 star review. And honestly - I feel like I'm doing them a favor by giving them 2. But what a shame to learn that this is how they do business. At least now I know & will definitely no longer be a part of that. "

"Like another reviewer, although I've purchased many items through STP and had recommended the site to friends and family, my return rate was too high (I need to see something and try it on before I can decide whether I like it) and I received a notice from their "account relations specialist" that they would no longer accept my orders. What a creepy and rude way to treat a customer! "

"Why does Sierra Trading Post treat its customers in such a way? I don't want to close my account. They have great products and wonderful prices!

Dear XXXX,

I am writing to address your continuing level of dissatisfaction with our products and service as evidenced by your continuing high return rate. As you know, we contacted you on 6/4/2010 and 3/27/2013 regarding
this issue. However your return rate has continued to exceed 60%. We assume you have made use of the tools and services we offered in those letters to resolve concerns and sizing issues prior to purchase.

Even though we have done our best, it is clear we cannot meet your needs and expectations. As a result we believe it is in both of our interests to discontinue our business relationship. Going forward from
the date of this letter we will no longer accept orders and 30 days from this letter we will no longer accept returns. We would encourage you to seek out other retailers who might be better able to meet your expectations.

If you have questions about our return policies, feel free to contact me directly.

Sincerely,

Lee Macias
Account Relations Specialist
***-***-****"

"great place to shop
great price
prompt help with my order
the post was the fastest I have ever had from us to Australia ,4 days!!
5/5!!!"

"Looks like a nice place to shop. Might be, but you are taking a big risk if you order Online. BIG RISK!! Week one - paddle board delivered, damaged. Week two - replacement delivered, wrong board. Week three - delivery promised by Richard, in "customer service" ("Four guys working on order and it will be there"), no show. Three Fridays in a row, waiting for delivery, and three Fridays wasted, with nothing to show for them. Call customer service and you will never be able to speak to the same person. With each call, you will be required to explain the whole transaction history. Each time, all kinds of assurances and promises will be made. None kept. The right hand does not have a clue what the left is doing. Be prepared to spend huge amounts of time on the phone, jumping through the same hoops, over and over again. Attempting to get a paddle board, before the summer is over, has been a horrible, horrible experience. With more than a little luck, I hope to get this purchase completed, before the first snow."

"Ordered a pair of Salomon shoes for my wife. STP sent an additional pair of a smaller size, which were later returned for credit. STP did not give me credit for the shoes I returned and did not document the return. Had I know this, I would have not sent them back. Professional courtesy is not part of their customer service, apparently."

"Comments removed by poster pending updated information."

"I would not recommend this to anyone. I ordered shoes from there and when I check on it after 2 weeks of ordering they told me they had some problem with address verification even though I had already received the charge on my card."

"I have been ordering merchandise and doing business from online companies for years and never ever had any problems whatsoever until I became a first time customer with this company. Customer service is extremely rude. I would rather pay more for my products and receive no hassles with my ordering and receiving like I do with other companies"

"The GOOD: their prices are hard to beat.
The BAD: their handling time is awful, maybe not the worst, but bad. I placed an order on Sunday night 6/8 and it's Thursday the 12th and UPS still does not have it.
I order from them 3 to 5 times a year, shipping is always slow, but their prices are worth a little bit of a wait so long as you plan for it."

"Never will I ever order from this business again, it was my first and last ..... I ordered a pair of boots and had to return because they did not fit after returning them I contacted customer service and never was I informed that a return service charge would be charge....but totaling and subtracting it comes out to 13.24 deducted from my refund ....so be careful when u decide to order with Sierra"

"I’m a sucker for a deal and was attracted by Sierra Trading Post's bargain prices. You jump through a few hoops to get those prices: monkey with their shifty coupon code system and navigate the worse customer service in the retail world. I ordered $100 something worth of Timbuk2 products on my MasterCard. No order confirmation. Days passed and no email about shipping. Nuttin’. I was registered as a customer, had a valid email address and the order showed in my account as “processing.” Finally I emailed them 4 days latter asking what's up. To their credit, I received an email from CS that day explaining my order was held for security reasons and my ID had to be confirmed. So angry at their long silent delay, I cancelled the order. The burden should be on CS to contact the customer immediately to confirm ID. I immediately bought most of the items for slightly less directly from Timbuk2.com (end of year sale!). No problems with my MC at Timbuk2!

Being greedy, I was again tempted by STP's prices and tried another order, this time using a bank transfer to their PayPal account. I figured they have my cash, what can go wrong? Same old BS: delay due to security check. Again the burden is on the customer to contact them: they didn’t bother to call or email. This time their excuse was my PayPal account had a different email than my Sierra Trading Post account. It didn’t matter that the shipping address was identical, I was a confirmed account, that the email address used my full legal name or they had already hassled me over security in the previous order! A week after placing the order, I to convinced them I “owned” two email accounts and they were go to ship. Another week of “processing” and they squeezed it out the door. After all that, the order contained a item in the wrong size but I decided to keep it rather than deal with them again.

The old adage "you get what you pay for" sums up Sierra Trading Post. Their bargain prices include the worse customer service and slowest shipping ever. I will never order from them again."