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Reader Reviews

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in 1 - COMPANIES (Customer Service)

Average Rating
3.00 / 5 (2 reviews)

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Buck Nelson
( Colter )

Alaska Customer Service on 02/21/2009 16:05:34 MST Report Post Print

Rating: 1 / 5

I hiked the Continental Divide Trail last summer. In New Mexico there were two pieces of new gear I wanted. A friend put in an order with on my behalf to be delivered to Ghost Ranch. When I arrived, the good folks at Ghost Ranch couldn't find the package. I asked again before I continued hiking but they were unable to find it then nor when I inquired later in the summer.

Months later after returning home I found the receipt and emailed to see if they had any idea what had become of the package. They brusquely told me “shipping that way is very high risk... we advise people not to do it..." It was a little late for telling me that, and there are plenty of companies happy to ship to thru-hikers on the trail.

A week after my first inquiry I hadn't heard anything back. When I asked about it I got a two word answer: "no luck." I then asked for delivery confirmation or a refund. The next day I got a snippy email saying it had been delivered but "refused."

I'd like to point out that according to UPS records the package had arrived in Ghost Ranch a week before my arrival but for some reason they were unable to find it. Not's fault, but not mine, either. In effect it was like any other package lost in shipping.

Three weeks later there was no refund check, but when I asked they said they had sent one. A week or so later their "replacement" check arrived. I had paid them $34.14 for two items including shipping. I got a refund for $8.69. The difference they explained was to cover their UPS expenses.

I expect customer service to be friendly and helpful. They took lots of time to berate me for my review, too bad they didn't put that effort into customer service. In my experience was rude and their follow-up on the order was very poorly handled. I would have received no refund at all had I not pushed the issue. Even then they kept 75% of the money. Definitely the last time this company gets my business.

P.S. I would be suspect of any following reviews where a person apparently joins simply to post a single, one-line review.

Edited by Colter on 01/08/2012 15:49:29 MST.

Shop Continental products at GearBuyer
Alex alex
( alex898754 )
Excellent online store on 09/27/2011 15:22:46 MDT Report Post Print

Rating: 5 / 5

Great service, nice people, beena buyer for years from these guys. They are huge.

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