Customer Service レビュー 

Beware if buying ex-US. Bought a sleeping bag and pillow for about US$350. Free shipping in the US but no problem when asked for a $43 shipping charge to Canada. It was fully disclosed and happy to pay. So why then does UPS deliver the products and requires $105 Canadian to hand over the goods????? It is not rocket science to calculate if other taxes or charges apply to Alberta, let alone not advising customers of a near 30% additional hidden cost that made it a lot less competitive that the local Outdoor store here. Very poor.

I called customer service about defective apparel purchased from the store. I have not yet received a response or return label, even though I submitted pictures of the problem. There was no-follow up after the matter.

The items arrived in good time and in perfect new condition. Each was as described on the website, and of high quality. Not much else to say -- I bought winter stuff on sale in June, and won't be able to try it out until next winter.

I purchased 5 products for a camping trip 1 week in advance, and also purchased a 2-4 day shipping upgrade. I immediately received a "Thank you" email, but I didn't receive a follow up email with a shipping confirmation, tracking number, etc. When I followed up (finally) with the company, they were both difficult to reach and unable to resolve my problem. After being transferred, hung up on, calling back, etc, I finally got to someone who explained that my mailing address didn't come through the system. It was at that point too late to ship a product, but they have a warehouse in the Twin Cities and I could simply pick it up — "great," I thought. Coordinating that simple pick up was too difficult for them to pull off. After I think 3 or 4 more calls, I was told that the original idea of me being able to pick up the order was too difficult — they don't normally work that way, and they couldn't make it happen. I ended up buying from Midwest Mountaineering, which cost way more, but I was happy to support a local company that has strong customer service.

Stay way from Altrec at any cost — they don't know what they're doing.

The whole shopping experience is terrible. First, I couldn't track my order online. It kept telling me that my order# was invalid. Everyday when I called customer service, different rep. gave me different reason why I couldn't check my order status online, and none of them was a valid reason. Second, every time when I called their customer service, there was a long holding time. Third (the worse), the site shows products in stock while they are not. I called the customer service the day after I placed my order, and I was told the order would be shipped out that night, and I would receive an email notification about the shipment. I didn't receive anything that night, so I called back the next day, the rep told me that they didn't have the product in stock; however, the product is still showing in stock while I am writing this review today. They not informing me of back order caused delay for me to look for the alternative. Fourth, their customer service was horrible. They made up stories, and the supervisor didn't pick up the call when I asked for transfer, and he didn't return my call when I left him a voice mail. I also emailed them online, and no one responded to me either. I wouldn't shop there again, and I will not recommend this site to anyone. Go to Backcountry!

Prices are great and you can find some really nice coupons

Wish I would have read up on this company prior to ordering. My son's order was incorrect in shoe size. I was not only charged the original shipment cost, but told I needed to pay a return shipment cost. They would not do an exchange or waive the shipment. I would need to do a complete order and pay for shipment once again, if I wanted a new size. Next time will order from a Zappos or ANY company that is not Altrec.

In an attempt to do business with a local company, I ordered a garment from Altrec.com on 3 July. By 9 July the item had not been shipped and there was no correspondence from Altrec. I phoned customer service and also emailed asking where my order was. "Very sorry for the delay, blah, blah. The supplier is at fault, blah, blah." By 11 July the item had still not shipped. I sent an email asking that the order be cancelled. On 12 July I phoned my bank to dispute the charge on the credit card and had a three way conversation with bank customer service and Altrec customer service. Altrec said that the item had shipped that day and would arrive on the 15th. It did, but I had requested a return invoice and postage and immediately sent it back to Altrec. The return was received and signed for at 9:35 a.m. on 16 Jus the afternoon of 24 July, and there has been no email confirmation nor a redeposit to my account. I contacted the bank yesterday and initiated dispute process. Altrec's failure to communicate, lengthy delays, and failure to follow their own stated policies make them impossible to do business with. I would give them no stars if the option were available.

I bought a sleeping bag from Altrec.com and discovered that the online product specifications were false and the sleeping bag had exceptionally low quality then the online sleeping bag details. They won't administer a sleeping bag refund because the product was used (even though I only used the product twice) and because it did not come in its original packaging and tags, but the sleeping bag had no tags and the sleeping bag was sent back in its original packaging. When I asked for the sleeping bag to be returned to me since they denied a refund Altrec wanted me to pay another $16 for the mailing fee.

Horrible service. I would highly recommend avoiding doing business with this crooked company to save yourself money and grief.

Buyer Beware! Return Policy is terrible ! Going on 4 weeks without a credit yet on my credit card! Do not order from them direct or from Amazon! The return policy is the same no matter where you order! Buyer Beware if you should need to return something!

I have only ordered twice from Altrec and will never give them my business again. I had a huge problem with a return and it took Altrec EIGHT weeks to process my refund (credit to credit card). I called, chatted and emailed and still no customer service.

Ordered a gift from altrec and never received it. USPS said it was delivered, but nothing arrived at my house. I have had several other packages that made it to my house with no problem. When told about the issue, Altrec worked with me to get a replacement for the item after I made sure the neighbors didn't have it or anything. I was able to get the the replacement gift on time and the recipient was very happy with it.

My experience was great and super fast.This may be helpful. You can avoid the wait and speak directly to a sales rep by dialing 866-945-8263. So much easier talking directly with a knowledgeable person regarding my order.

Altrec has a jogging stroller is listed on Amazon. I added it to my cart and a different item all together shows up in my cart.

I emailed Amazon about this, they said that Altrec is required to sell item for the advertised price. I e-mailed and asked Altrec if they will honor the price they advertised. Rep from Altrec said, no, in a very short and impolite email.

Very poor customer service. To be treated with no respect whatsoever makes me sad. I will not be recommending them to anyone. :(

Don't order from this place unless you are positive you won't have to return/exchange your purchase. As stated, they don't pay for it, and if your item is big or heavy, it will cost you. That will defeat the purpose of buying the product for the "great low" price they offer the product for.

I have to say that customer service does not do a good job at keeping their customers happy. I complained about the inconvenience it caused me to ship out my package for $20.

I placed an order on November 26 on their website. It said shipments to residential addresses would be shipped by FedEx Ground and shipments to P.O. Boxes would be shipped by Priority Mail. Since I live in Wisconsin and they are in Oregon, I figured Priority Mail would be quicker so I had it shipped to my P.O. Box. They shipped out my item 5 days later on December 1. The only problem is they shipped it from Indiana to Oregon via FedEx Ground. I contacted Altrec and asked what was up and they informed me on Saturday, December 4 that the warehouse my item was coming from did not ship to P.O. Boxes so they needed to ship it to Oregon to be shipped to me. I asked if they could contact FedEx and reroute it to a residential address. They told me that *I* would need to call FedEx and ask them to reroute it. Here's a surprise, FedEx wouldn't do anything for me because they were carrying the package from a warehouse to a business and had no idea who I was. So Altrec received my package on Monday, December 6. I asked for shipping details and they gave me a form response of "3-5 business days". I checked my P.O. Box yesterday and again today...nothing. I emailed again today looking for a tracking number and they provided me with a FedEx Ground tracking number to my residential address. By the time I get my item, it will have been 17 days since I placed the order. This company needs to figure out what it's doing because the word terrible isn't even strong enough to describe their ineptitude. I won't shop there again and if you're interested in good customer service, prompt shipping and straight answers, I'd recommend shopping ANYWHERE else.

I got exactly what I wanted. I ordered it on Sunday, and it took only two days for it to ship. Very fast. The quality of the jackets are great and I'd shop here again.