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Backcountry.com Christmas gaurantee was bullshit

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Casey
Posts: 7781 - Karma: 23,417
Ordered my stuff by the deadline, guaranteed by Christmas Eve, which was a shipping upgrade that cost me more money. My order didnt show up, I sent them an email, they didnt respond, I filed a PayPal dispute, they didnt respond. Finally got a tracking number its coming UPS ground and not showing up until Tuesday. Backcountry.com is usually super legit what the fuck is going with these assholes?

Feel free to complain about any other businesses taking your money and not delivering what they said they were going to do.
Dec 27 2015 8:09PM
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japanada
Posts: 13784 - Karma: 1,957
go to the bc.com chat and talk to them. They will make this right. Maybe you can ride out the paypal dispute and get a free pair of skis?
Dec 27 2015 9:28PM
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Sno.
Posts: 12155 - Karma: 6,147
They were basically useless on chat. They first spent 15 minutes trying to argue how it was UPS's fault and not theirs. Then they offered to "answer any questions I had on any gear regardless of whether I plan on buying it from them." I said..."don't you do that anyway?...or are you offering me some sort of speak-easy secret lifeline on gear info?"...then they offered 15% off the order...but I'm supposed to wait for the item to arrive, then send it back and then contact them to refund my return shipping and get the 15% credit...

way more effort than it was worth-- would not trust them on their shipping if you need something asap, and are relying on shipping delivery claims.

They said it would have arrived on time if I had paid for and selected "overnight shipping," but why would I have chosen that when the "2 day-guaranteed delivery by Christmas" was less expensive?

Anyway-- they just should have never written "guaranteed."

And yeah-- I have to follow-through with the paypal claim--the item hasn't even arrived yet.
Dec 28 2015 12:05AM
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Bloom.
Posts: 3533 - Karma: 13,167
USPS / UPS are overloaded this time of year and tend to screw up a lot of shipments from my personal experience. I have never had issues with either of these mail providers except during the week before Christmas.

Last year a customer ordered a jacket going overnight to Canada and the shipment spent four months in Africa before finally making it to the customer. Just a thought, sometimes mail providers are to blame
Dec 28 2015 12:22AM
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Swandog7
Posts: 4955 - Karma: 9,019
My mom bought me a present on December 2nd and it didnt come until yesterday. It can sometimes be the mail provider
Dec 28 2015 12:28AM
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Casey
Posts: 7781 - Karma: 23,417
Yeah it was definitely a shipping issue due to weather, which I get it if the pass is closed because it snowed 10 feet there's no amount of wishing or magic that can get a truck to the other side of the mountain. But I am in the same boat with 2 separate vendors and the other handled it way better than backcountry.com . Oh well, just going to send it back whenever it arrives and buy from someone that gives a shit.
Dec 28 2015 12:41AM
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Sno.
Posts: 12155 - Karma: 6,147
CaseyYeah it was definitely a shipping issue due to weather, which I get it if the pass is closed because it snowed 10 feet there's no amount of wishing or magic that can get a truck to the other side of the mountain. But I am in the same boat with 2 separate vendors and the other handled it way better than backcountry.com . Oh well, just going to send it back whenever it arrives and buy from someone that gives a shit.


This--had three items from separate vendors not arrive--the other two handled the issue much better.

Also--I get that UPS didnt deliver it on time--but dont guarantee something if theres a chance it wont arrive. I would have just gone down to Evo and bought it in person had their site not offered the guatanteed by Christmas claim. The issue is that you think its going to come so you dont purchase it elsewhere and by the time you know it wont arrive, all the stores are closed. If youre going to guarantee Christmas delivery on the 22nd, you really should overnight the item or not offer the guarantee at all. Its pretty simple.

A heads up via email that the shippers were experiencing delays would have gone a long way...or a response to my emails or paypal message..anything, really.
Dec 28 2015 1:30AM
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KillaSeason
Posts: 3495 - Karma: 1,773
they don't control the mail. read the fine print
Dec 28 2015 1:34AM
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Sno.
Posts: 12155 - Karma: 6,147
KillaSeasonthey don't control the mail. read the fine print


I dont think you get it. There is a mail option that supported their claim--overnight or priority express. If they wanted to make the claim that their stuff would arrive by Christmas they could have easily picked the UPS shipping option that matched the claim. Instead they made the claim that it would arrive in time--and then sent it ground to save money. Everyone knows ground isnt guaranteed. Maybe THEY should read the fine print when picking their UPS shipping option.
Dec 28 2015 1:42AM
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Sno.
Posts: 12155 - Karma: 6,147
In other words...essentially they said to their customers.."come spend your money here! We guarantee it will arrive by Christmas!"...then they went to UPS and said "Hey we guaranteed it would arrive by Christmas...what do you got?"...and UPS said..."well overnight is guaranteed. Or you can send it two day ground and risk it not getting there for cheaper..."...and they said "eh...we'll risk it"...lame.

They just shouldnt make the guarantee is all. Its really not that hard to skip the guarantee and just say "two day ground...will likely arrive by Christmas"..or something.
Dec 28 2015 1:47AM
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Sno.
Posts: 12155 - Karma: 6,147
For the record I will state that I have had other good experiences with backcountry, though. They've been great in the past which is why I didnt hesitate this time around...just disappointed with this experience is all.
Dec 28 2015 2:41AM
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Casey
Posts: 7781 - Karma: 23,417
Sno.If youre going to guarantee Christmas delivery on the 22nd


21st*

..the guarantee was through the 22nd 5:00pm MST, but the item was ordered on the 21st at 5:00pm MST-- was shipped by backcountry using UPS standard ground, though, not 2-day, and is now scheduled to arrive on Tuesday the 29th.

Dec 28 2015 3:16PM
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KravtZ
Posts: 6637 - Karma: 2,629
I'm pretty sure BC wouldn't put out a statement like that if they didn't have some sort of legal protection against people like OP who demand free stuff, costs, etc because they got lost or slowed down in the mail.

OP suck it up. Shit happens. If I was you I would at least try to get a discount coupon on a future order / free shipping on future order or a reimbursement from your upgrade.
Dec 28 2015 3:47PM
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Sno.
Posts: 12155 - Karma: 6,147
talked to UPS--they confirmed it was sent ground and not 2-day. Spoke to backcountry again and they agreed something got messed up and it wasn't shipped 2 day when it should have been. they are offering store credit--so they did eventually follow up and made things right for those who read this thread.

So their Christmas guarantee very well may have been legit, but something was flubbed for my order somehow--anyway it is fixed now.
Dec 28 2015 3:51PM
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.MASSHOLE.
Posts: 7408 - Karma: 11,040
Sno.talked to UPS--they confirmed it was sent ground and not 2-day. Spoke to backcountry again and they agreed something got messed up and it wasn't shipped 2 day when it should have been. they are offering store credit--so they did eventually follow up and made things right for those who read this thread.

So their Christmas guarantee very well may have been legit, but something was flubbed for my order somehow--anyway it is fixed now.


Best outcome in a shitty situation. I imagine they're like Amazon and hire on extra staff for holidays and these individuals are not trained as well as required for that job.
Dec 28 2015 8:24PM
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Casey
Posts: 7781 - Karma: 23,417
KravtZI'm pretty sure BC wouldn't put out a statement like that if they didn't have some sort of legal protection against people like OP who demand free stuff, costs, etc because they got lost or slowed down in the mail.

OP suck it up. Shit happens. If I was you I would at least try to get a discount coupon on a future order / free shipping on future order or a reimbursement from your upgrade.


I think you should reread what you posted out loud and compare that to what I said I was already doing.
Dec 29 2015 1:36AM
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SofaKingSick
Posts: 8901 - Karma: 57,272
Sno."don't you do that anyway?...or are you offering me some sort of speak-easy secret lifeline on gear info?"


hahaha

glad you got it sorted out tho, i had a similar thing with a company this christmas. some people apparently don't know what "guarantee" means
Dec 29 2015 12:43PM
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SammyDubz
Posts: 2168 - Karma: 7,217
Sno.A heads up via email that the shippers were experiencing delays would have gone a long way...or a response to my emails or paypal message..anything, really.


not really relevant, but same thing with Jiberish for this winter season. It doesn't really bother me when things arrive a lot later as expected, as long as there's an explanation for it. Not a fan of companies who don't communicate well with customers.
Dec 29 2015 4:35PM
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