Travel Country Outfitters

Reviews 4

A

A Private User

I bought a pair of Merrell Moab Gore-Tex XCR Cross Trainers, wore them on a 12 mile mountain hike and a 13 mile trail run, I had them for about maybe 2 ½ months and the outsoles of the shoes began to become smashed and compressed. I wore the shoes maybe less than 18 different times and I began to notice the toe cap of the left shoe beginning to peel backwards and become separated. I called the store to see about getting them replaced or covered under the manufacturer’s warranty, I was told to bring my shoes into the store and speak to a lady who appeared to be in charge of the shoes section. She took a look at my shoe and looked up my receipt and said that since it had been over 60 days the shoes would have to be returned to Merrell and they would make the final call as to whether the shoes were in fact under warranty and eligible for replacemrnt. Basically I was told the only way to resolve this situation was to leave my shoes at the store and have them sent to Merrell for somewhere between 2-3 weeks. I told the lady working with me that I thought this process seemed to be quite odd considering the fact that the toe cap separation is a prime example of what would be covered under a text-book manufacturer’s warranty. She insisted there was nothing she could do, she gave me a paper to sign saying that they were shipping my shoes to Merrell for 2-3 and that they would call me when they had any information. The young woman simply handed me my paper work as I walked out of the store in my bare feet while a majority of the stores employees looked on in what appeared to them to be some sort of walk of shame. In utter disbelief I called the store a few hours later just to clarify the process with a manager, he proceed to go on a diatribe about the current shoe market and the reduction of former warranties given by shoe makers… yet informed me that Merrell still maintains a one year warranty on all of their shoes. I have never been so humiliated and disrespected during a shopping experience in my entire life. I understand that there are certain rules that TCO must follow in honoring warranties and dealing with customers who are dissatisfied with purchases, I believe that since this particular company sells hiking shoes and boots at such a considerable volume they themselves should be able to the judgment call as to what is and is not covered by the manufactures warranty. I obviously understand the retail market and do not believe that a simple request for a new pair of shoes or even a refund due to manufacture defect is unreasonable. In sum, this was a humiliating experience; the sales staff handled my situation poorly and made me personally feel both disrespected and humiliated as a customer. I have yet to receive word upon the status of my shoes. I do not plan to enter this establishment ever again.

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Felipe Olaciregui

I came today (01/11/2016) to buy two Kayaks for about $ 2200 plus all the accessories that are necessary for Kayaking (All for about $ 2900) after being in the store for second time. Their customer service was a big failure today. I agreed on the first Kayak and the second wasnt available at the store but available at the warehouse that is about 7 min drive from the store. When I asked if they can give me a discount buying two old model 2015 Kayaks they said "no way" and when I asked if they can take me to the warehouse to get the second Kayak they also said NO and that I have to come back again on Monday. I explained them that I live far from the store that I did not have time to come back on Monday and the answer was "you will have to come back on Monday because our staff is too busy on Sundays". Let me ask you this Travel Country, with so many stores over the internet that are selling the same product without taxes, lower price and that also ship the product straight to your house how is that you dismiss a customer that is about to spend $ 2900 in a day and you gamble to lose a customer for life ? Maybe you are selling too many kayaks and you just dont care about selling and providing customer service any more. "In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away" "A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so". ~ Mahatma Gandhi "Make your product easier to buy than your competition, or you will find your customers buying from them, not you". ~ Mark Cuban

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Andrea Duran

I ordered a jacket online from Travel Country and things did not go as planned. Due to a mix-up they shipped my order to the wrong customer and I received someone elses order in return. What made the situation even worse was that the jacket I ordered was on clearance and the last of its kind was diminishing from stores quickly (why I ordered online...couldnt find in a local store any longer). After waiting and staying in contact with me I was informed that unfortunately the jacket I ordered may not ever be returned. I searched online to an even more dismal inventory and found the jacket for $50 more somewhere else. I did let the shop know how disappointed I was and that I was only finding it in my size for more $$$. OK..OK why am I leaving them 5 stars? Well the customer service was great. They were responsive and took full responsibility for their mistake. I realize mistakes happen but their response was apologetic and quick even though I was frustrated with them. They ended up refunding the money I paid AS WELL AS the additional money to purchase from the other seller. Customer service isnt an easy job especially if you make a mistake. Thanks for refunding me the extra money to purchase the jacket from a different seller and for the great customer service!

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Pankaj Patil

I recently went for a month long hike in Nepal Himalayas and needed a lightweight and good backpack. The salesman who assisted me was very knowledgeable and friendly, spent plenty of time with me helping me chose the pack that would best match my needs. He then said that his goal is not to sell the pack that day, but to help me make informed decision, and asked me to go home and do some more research as exactly how much weight I will be carrying and so on. This was unusual to me and though I could get the bag bit cheaper online, I went back to the store and bought it. Broke the plastic buckle of one of the fastening belts in last few days of trip. Went back to the store to get it fixed. The sales girl looked at the bag, and she said I will get it replaced for you. I did not have a receipt. She tried to pull my records in the store and unfortunately the bag wasnt listed. She then said she recognizes me and had seen me in store, got her manager and told her the same and got me the bag replaced without receipt, five months after I had purchased it!!! WOW. I rarely get this level of hassle free customer service. Its bit pricey, but every penny worth it!

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