Mdeth1313
12-18-2007, 03:13 PM
I've been ordering from steepandcheap, backcountry and backcountryoutlet for about a year now and I have NEVER, has such consistent, outstanding customer service, EVER. When I needed to fix a mistake I made, no problem, they were right on top of it. When I needed info or to make a return or exchange, they were always helpful and so polite on the phone. Returns are processed quickly (less than a week, usually within 2 days of receipt of an item)-- the biggest fiasco occured last week into this week-- I thought it was coming to an end----
I ordered demarchi contour race bibs in med and lg-- they sent them-- the lg was correct, but the med was a contour light bib short- not what I wanted. Of course, I needed the medium. I called and as usual, they were right on it-- it was their mistake and they emailed me a return label so I didnt have to pay for postage and told me they were sending out a replacement immediately-- they did-- monday I received the replacement-- same contour light instead of contour racing bib-- I called- of course now they are totally out of mediums and offer me a discount of 15%--not what I wanted.
I go on the website later and find they have the bibs in medium in all black (like I ordered), but they are now some 87-88 dollars more. I chat online w/ one of their customer service people who is polite, but will not offer me the bibs at the price I paid.
So, I call and ask for a supervisor or manager-- I get one and she listens to me, checks the order, takes my phone number and sends someone into their warehouse to check--
get this-- calls me back in less than an hour and tells me the original stock I ordered is gone, but seeing how they have my money and have made the same mistake twice, she will get me the current stock of bibs at the price I paid AND ship them 2nd day air so I can have them quickly.
I get a phone call this evening-- same supervisor following up and letting me know they were shipped and I should have them tomorrow (I had already received the email w/ tracking number, but talk about personal service).
I wish they had more cycling stuff-- I wish all online stores handled things like this-- WOW!
I ordered demarchi contour race bibs in med and lg-- they sent them-- the lg was correct, but the med was a contour light bib short- not what I wanted. Of course, I needed the medium. I called and as usual, they were right on it-- it was their mistake and they emailed me a return label so I didnt have to pay for postage and told me they were sending out a replacement immediately-- they did-- monday I received the replacement-- same contour light instead of contour racing bib-- I called- of course now they are totally out of mediums and offer me a discount of 15%--not what I wanted.
I go on the website later and find they have the bibs in medium in all black (like I ordered), but they are now some 87-88 dollars more. I chat online w/ one of their customer service people who is polite, but will not offer me the bibs at the price I paid.
So, I call and ask for a supervisor or manager-- I get one and she listens to me, checks the order, takes my phone number and sends someone into their warehouse to check--
get this-- calls me back in less than an hour and tells me the original stock I ordered is gone, but seeing how they have my money and have made the same mistake twice, she will get me the current stock of bibs at the price I paid AND ship them 2nd day air so I can have them quickly.
I get a phone call this evening-- same supervisor following up and letting me know they were shipped and I should have them tomorrow (I had already received the email w/ tracking number, but talk about personal service).
I wish they had more cycling stuff-- I wish all online stores handled things like this-- WOW!