"Everything about my order was great until it came time to exchange items that didn't fit. Firstly, they don't pay for return shipping, so that comes out of your own pocket. To compensate for this, they offer free 2 day shipping on your next order, but this is obsolete if your next order is above a certain amount since they already offer free shipping on orders above a certain price. Secondly, they don't provide direct exchanges, so in order to exchange a product, you have to pay to return it then place a new order. I was unable to purchase the replacement items at the same price I originally purchased them for and when I contacted a customer rep, he told me all he could offer me was free 2 day shipping but I would still have to pay a price for my exchanges that was higher than the price I originally paid for the items. I chose to cancel my exchange order, just return all my items, and informed their customer service they had lost a customer. As expected by their previous performance, their customer service ignored my complaint and did nothing to try to make ammends."
"Fine, as advertised, and good prices of course. Their system has one quirk, that if an item is out of stock and the manufacturer ships the item to them first, you may get an e-mail that the product has shipped. Which it has, although not to you yet!
I understand that others have had some poor experiences, and those people feel more motivated to write. I guess you have to judge from the average of all comments. My experience was good.
Certainly it was not AltRec's fault that a customer ordered the wrong boot size. Of course that is a common problem with getting any clothes without seeing them previously.
Perhaps there's a market for a web site which could try to address that issue, from collecting the size charts from many manufacturers, and people's comments about their own sizes and what fits them, or how it did not. How a product line's sizes "run". Cheers "
"We had a horrible experience!! Delivery was an issue, but not the biggest deal. Ordered an Arctery'x jacket by phone. We were promised overnight shipment. The jacket came 6 days later. The BIG DEAL...it came and had been worn...dirt all over the collar...and the tags were not original! An arctery'x tag was put in the plastic bag...you could see that a new sticker was placed over the old sticker...the old sticker could be read and was a different model! The rep on the phone promised that this jacket was made in Canada...when it arrived, the tag said...made in China. To their credit, we were given a free return and a full refund."
"Great shopping experience. I ordered a Marmot Strato rain jacket for my wife at a very good price. Altrec shipped the following day and I had it in my hands by the end of the week. I'll be shopping at Altrec again in the future."
"Placed an order for some waterproof pants and jacket. Everything arrived promptly and was exactly as described. Altrec had the best pricing on these items that I could find, and their selection is pretty good. Their free shipping minimum is very reasonable, and I love me some free shipping. The order shipped the next day. Great store!"
"Received boots fine, but they didn't fit. Cost me $20 to ship the boots back which defeated the purpose of buying the shoes for it's great low price! Now am waiting for them to process the return. Hopefully, it doesn't take weeks like the comments below. The return/exchange policy is horrible. Customer Service is not helpful either. For a company that prides itself on customer satisfaction (guarantee!), they sure don't do very much to guarantee your satisfaction!
I am frustrated with my transaction and will NEVER order from Altrec again.
You shouldn't either. Unless you ABSOLUTELY positive you will NOT have to return/exchange it.
"
"Loved my shopping experience with Altrec.com got by jacket super fast. Can't wait to hit the slopes with it!!"
"This is my first order with altrec.com, and may be the last (we'll see). While they were very quick to answer my question about shoe sizing via email (in a few hours), they had to cancel my order because the pair of Keen sandals I ordered were out of stock due to an inventory discrepancy. I have been shopping online for years and this is the first time a web site allowed me to order something they don't have. It may not reflect the overall quality of the company but I am going to go back to places I have ordered successfully from before."
"This store was less then helpful with a return forwarding me contact Keen to get my shoes replaced. Keens policy is to work with the reseller per the website link the altrec.com customer services forwarded me.
I am unsure if they are unable to read there, but it says blatantly work with the reseller first at last effort Keen will replace the shoes if the reseller can not. This seems like a small fly by night operation. They also have loudest call center I heard in sometime where I was asked to repeat myself because she could not hear me over the noise. I would suggest avoiding this place and try and get Your Keen shoes somewhere else.
After talking with the Keen rep on the phone she wanted to tell me to contact them at first but I told her my whole ordeal and she was happy to start the process to get them replaced. "
"Ordered two coats and returned one the day after receiving it. Altrec refuses to process my return or credit my bank account. Further, they do not respond to any email communication. Bottom line, do NOT do business with Altrec. I will never purchase from this business ever again. "
"I ordered a coat from Altrec in December. When it arrived I found that it was too small. I returned it on 12/31/2009. My account page for this ordered says that "all items have been returned". My return page for this order says that "your return is in process". That is what it has said for weeks. I have yet to received a credit for the return. When I call customer service they say that there is no way to tell if the item has been returned until after it has been processed. Sounds to me like a big run around. Buy at your own risk. "
"I recently made a purchase at Altrec.com and two of the items I received were incorrect and another one appeared to be used. When I tried to resolve this issue with Customer Service via their online chat system, they ignored my request to replace the incorrect items with the correct ones and cut off the chat. I have sent several additional inquiries about this issue, but I have not received a single response from their Customer Service. At this point, I've given up on getting the products that I actually ordered.
I do not recommend ordering from this company because it's unlikely that you'll get the products that you actually ordered and their customer service representatives definitely won't rectify the situation."
"I ordered a pair of Acorn slippers for my granddaughter. Website stated that the item would be shipped on the next business day. It was 4 days before the item shipped. I did receive the item one week after I ordered it, but it took them a long time to get a tracking number to me. I called them a couple of times and each time they said the item wasn't shipped yet but it was pending. I don't object to how long it took but I wish the website would not promise to ship the order on the next business day. I had never bought anything from them before and was a little leery when they took so long to ship. "
"I ordered Columbia Galaxy pants though Amazon but sold by Altrec.com and ended up never getting them!
After a week of not getting a tracking number I started to call Altrec. Day after day I was getting different stories that always were ending by "Your package will ship tomorrow"! Finally, I had no choice but to cancel the order and buy pants in the store since the trip I bought them for was scheduled in a couple days.
My husband ordered his pants from backcountry.com and got them in 2 days! That is the service for paying for!
So, WATCH OUT for your trip deadline.... This pants might don't get on time despite any delivery estimates..."
"Ordered 2 snowboarding jackets from them on sale. They shipped the next day and I received both jackets in 3 days after the ship date. They were packaged in a plastic bag which was expected.
I didn't like one of them so I returned it. The return process was easy and painless. You only need to print the return packing slip online and include it with the shipment. I paid for the return shipping of course. When they received the return, it took them no more than 2 days to credit my account.
Very happy experience with them."