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Reader Reviews

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in 1 - COMPANIES (Customer Service)

Average Rating
4.50 / 5 (4 reviews)

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b d
( bdavis )

Mt. Lassen - Shasta, N. Cal. Internet gear sales on 12/08/2006 09:14:06 MST Report Post Print

Rating: 5 / 5

Just got off the phone with their Internet sales staff, problem with an order came up. They were great. Took less than 2 minutes to resolve. (They had sent an OR Gorilla Windstop Balaclava -- perfect order handling, sent immediately, came to PO within 3 days priority mail, but the face piece was missing).

They are taking it back, crediting my credit card back the price and the shipping costs once they get it back.

Meanwhile, I am able to order a new one direct from OR since they are out of them, even though I will not get the sales price that TravelCountry offered. Their handling of this matter was top notch and the person on the phone new the gear, new the way the gear was supposed to function, its purpose, and that it was supposed to have a face mask piece -- without having to look it up in a catalogue to check on it. So they get a 5.

Price comparison from GearBuyer: Outdoor Research Face Mask - Men's priced at: $11.95 - $28.00
Shop Gorilla products at GearBuyer
Randy K
( roosterk )

One Great Experience, One Bad on 02/10/2007 18:28:15 MST Report Post Print

Rating: 3 / 5

I've ordered from these guys twice, or attempted to, with my results being greatly variable:
Five or six years ago,(back in my heavyweight period,)I ordered a Dana Design Glacier from them. On the phone, I asked if I could get a L size hipbelt exchanged for the M that the on sale pack came with. To make a long story short, they didn't have a Glacier L size hipbelt, so they gave me a Terraplane L size hipbelt-a definite upgrade- for no increase in price. This, in my book is a 5/5 transaction.
Last year, however, they had a Hex 3 Nest listed at a very good sale price. I attempted to order, and was unable to, so I called, and they didn't have any of the Nests in stock. Okay, I was too slow, I figured. Two days later, I got an email from them listing further markdowns on the sale. I went back, and there was the Nest at an even better price. I thought great, so I tried to order again, again to no avail. So I called them to see if they had any, or what. No, the guy said, they hadn't had any for a while. When I questioned the ethics of posting a price on an item you don't have (with no back orders at that price), and then LOWERING the price on that non existent item, his answer was to the effect of: "So, like, you don't want to order anything else then". I sent a email to their customer service complaining, expecting a canned response....I'm still waiting for ANY response.
IMHO, a 1/5 experience, hence my rating of 3/5.

Shop Glacier, Hex products at GearBuyer
Ron D
( dillonr )

Great Store on 02/13/2007 17:44:47 MST Report Post Print

Rating: 5 / 5

My experience is with their actual brick and mortar store. Their personnel have been knowledgeable and their sales outstanding. Last year I picked up a Patagonia Houdini jacket for $30 and a full zip Specter for $50.

Price comparison from GearBuyer:
Patagonia Houdini Jacket - Men's priced at: $99.00
Patagonia Houdini Jacket - Women's priced at: $99.00
Patagonia Specter - Men's priced at: $74.99 - $125.00
Patagonia Specter - Women's priced at: $62.50 - $125.00
Shawn Wakefield
( sjwakefield )

Southern Oklahoma
Quick fix for item not shipped on 04/30/2009 09:07:29 MDT Report Post Print

Rating: 5 / 5

I ordered a sleeping bag and a granite gear sack from them. Got the box with a sleeping bag, but no stuff sack. Called their 800 number, talked to someone quickly, and in about 60 seconds they figured out what happened and put a stuff sack in the mail to me. I don't think it could have been handled any better.

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