Sierra Trading Post Customer Service - Kayak Fishing Adventures on Big Water’s Edge

Fiskadoro · 10-27-2009, 03:51 PM

Maybe it's a sign of the times, or maybe it's just me, but I seem to be buying more and more of my gear reels rods etc.. Online. Especially when it comes to kayaking. As a result I have purchased gear from a number of outlets eBay, Amazon, Campmor, etc...

One of the places I've used is the Sierra Trading Post usually when they are selling items on closeout at reduced prices (I'm cheap).

A while back I bought a pair of Henderson booties on sale from them, and when they turned out to be too narrow. When I contacted their customer service and I got a real person on the phone, who then told me in friendly terms to return them for a full refund. I did, and got my money back no problems.

More recently I saw they had Extrasport X-Pel H2O Splash Tops on sale about half off. The short sleeve version for $65.95 instead of the regular $120.00

.... and the long sleeve version Extrasport X-Pel H2O Splash Top - Waterproof, Long Sleeve $72.95 down from the retail $130.00

Now both of those are great deals. I've a friend that owns one and I got the chance to check his out, and I have been thinking of buying one ever since. So I bookmarked the page, and was trying to decide which one I wanted to get. There are pros and cons both ways, but I do like the short sleeved models for the summer. That said winters coming... LOL

Well last night I went back and they had dropped the price again down to $48 for the shorty, $52 for the long sleeve. That may seem like a lot of money for a glorified slicker but for a quality machine washable, breathable, Entrant DT polyester, kayaking splashtop that's just dirt cheap.

I put them both in my "cart" with the plans to buy them both.

Unfortunately when I went to find my credit card I got distracted by work and when I came back to finish the transaction it was after midnight. When I entered all my info the price jumped back up to $65.95 and $72.95.

D@mn!!! Looks like I missed out.

I thought this might be a glitch so I ran a product search with Google and sure enough the showed the lower price, but when I went to STP they now showed the higher price.

About this time I noticed they had a online chat customer service box. Just for grins I entered my info not even expecting to get anyone that late at night.

Maybe 5 seconds later I got this response:

Sue: Thank you for contacting Sierra Trading Post. This is Sue, how may I help you?
Sue: How can I help you Jim

I told her my story...

Sue: The prices went up after midnight probably

I told here the old price was on Google...

Sue: I can't see them on Google
Sue: I can't access Google

I then Cp'd the whole Google search listing showing the old prices....

Sue: I can't adjust prices backdown after they have gone up.

Sue: If you want to order them, please enter a message in Add order instructions, please adjust prices according to Google prices.

So after several assurances from "Sue" I ordered them at the higher prices, paid instead with Paypal (so I could back out if there was an issue) and added this in the comment section:

(it's kinda rough but they only allowed 120 characters and only Caps)

Notes:FOUND ON GOOGLE H2O SHORT SLEEVE $48.00 H2O LONG SLEEVE $52.00 CARTED LOST PRICE IN CHECKOUT, CUSTSERV SAID YOU WILL ADJUST, PLEASE ADJUST PRICES TO GOOGLE PRICES EP435054

Today I got this in a email from Paypal:
Hello Jim Day, You received a full or partial refund of $40.90 USD from Sierra Trading Post.

Followed by this in a email form Sierra Trading Post:

Dear Jim Day, Thank you for your order and comments requesting to honor the Google prices on order #EP435054. We were able to accommodate your request as noted before your order shipped. Due to the change, your new order total is $110.95. (down from $151.85) You should see the change reflected accurately on your shipping confirmation.

Now that's customer service!!!

In a world with endless holds on phone lines, delays, back orders, empty promises, and bait and switch adds... I thought I would pass this on.

Needless to say they will be getting more of my business in the future!!!

Jim

10-27-2009, 03:51 PM	#1
Fiskadoro ....... Join Date: Jan 2009 Posts: 1,509	Sierra Trading Post Customer Service Maybe it's a sign of the times, or maybe it's just me, but I seem to be buying more and more of my gear reels rods etc.. Online. Especially when it comes to kayaking. As a result I have purchased gear from a number of outlets eBay, Amazon, Campmor, etc... One of the places I've used is the Sierra Trading Post usually when they are selling items on closeout at reduced prices (I'm cheap). A while back I bought a pair of Henderson booties on sale from them, and when they turned out to be too narrow. When I contacted their customer service and I got a real person on the phone, who then told me in friendly terms to return them for a full refund. I did, and got my money back no problems. More recently I saw they had Extrasport X-Pel H2O Splash Tops on sale about half off. The short sleeve version for $65.95 instead of the regular $120.00 .... and the long sleeve version Extrasport X-Pel H2O Splash Top - Waterproof, Long Sleeve $72.95 down from the retail $130.00 Now both of those are great deals. I've a friend that owns one and I got the chance to check his out, and I have been thinking of buying one ever since. So I bookmarked the page, and was trying to decide which one I wanted to get. There are pros and cons both ways, but I do like the short sleeved models for the summer. That said winters coming... LOL Well last night I went back and they had dropped the price again down to $48 for the shorty, $52 for the long sleeve. That may seem like a lot of money for a glorified slicker but for a quality machine washable, breathable, Entrant DT polyester, kayaking splashtop that's just dirt cheap. I put them both in my "cart" with the plans to buy them both. Unfortunately when I went to find my credit card I got distracted by work and when I came back to finish the transaction it was after midnight. When I entered all my info the price jumped back up to $65.95 and $72.95. D@mn!!! Looks like I missed out. I thought this might be a glitch so I ran a product search with Google and sure enough the showed the lower price, but when I went to STP they now showed the higher price. About this time I noticed they had a online chat customer service box. Just for grins I entered my info not even expecting to get anyone that late at night. Maybe 5 seconds later I got this response: Sue: Thank you for contacting Sierra Trading Post. This is Sue, how may I help you? Sue: How can I help you Jim I told her my story... Sue: The prices went up after midnight probably I told here the old price was on Google... Sue: I can't see them on Google Sue: I can't access Google I then Cp'd the whole Google search listing showing the old prices.... Sue: I can't adjust prices backdown after they have gone up. Sue: If you want to order them, please enter a message in Add order instructions, please adjust prices according to Google prices. So after several assurances from "Sue" I ordered them at the higher prices, paid instead with Paypal (so I could back out if there was an issue) and added this in the comment section: (it's kinda rough but they only allowed 120 characters and only Caps) Notes:FOUND ON GOOGLE H2O SHORT SLEEVE $48.00 H2O LONG SLEEVE $52.00 CARTED LOST PRICE IN CHECKOUT, CUSTSERV SAID YOU WILL ADJUST, PLEASE ADJUST PRICES TO GOOGLE PRICES EP435054 Today I got this in a email from Paypal: Hello Jim Day, You received a full or partial refund of $40.90 USD from Sierra Trading Post. Followed by this in a email form Sierra Trading Post: Dear Jim Day, Thank you for your order and comments requesting to honor the Google prices on order #EP435054. We were able to accommodate your request as noted before your order shipped. Due to the change, your new order total is $110.95. (down from $151.85) You should see the change reflected accurately on your shipping confirmation. Now that's customer service!!! In a world with endless holds on phone lines, delays, back orders, empty promises, and bait and switch adds... I thought I would pass this on. Needless to say they will be getting more of my business in the future!!! Jim Last edited by Fiskadoro; 10-27-2009 at 04:03 PM.