Wild River Outfitters Inc

Reviews 3

BM

BMF

I have been a customer at WRO since purchasing a Hobie kayak several years ago. The store is clean, and the staff is knowledgeable. Also, the prices are reasonable considering the nature of the hobbies represented and the quality of products sold. A few months ago, Rob had me complete paperwork for a defective Hobie kayak cart, and he said that hed give me a call soon thereafter. After one month passed without hearing from Rob or anyone at Wild River Outfitters, I called the store. I spoke with Rob who vaguely recalled my visit. Although Rob could see notes in the computer that I had visited the store regarding a warranty issue, he had no idea what happened to the paperwork. Eventually, Rob acknowledged that the paperwork was lost. This is blunder #1. To make up for this, Rob said that he would sell me a kayak cart at a discounted price. He said that he was placing my name on the item as we were speaking, and that he was placing it in the area for reserved items. I was very clear that I would not be in town for ~ one month, and Rob said that it would not be a problem. Rob even said that they normally require a down-payment to hold items for such a period, but that he wouldnt require it in light of losing my warranty paperwork. One month later, I called the store to let them know that I was coming in that day to pay for the kayak cart. The saleswoman who answered couldnt find the item in the store or any notes in the system about my transaction with Rob. Rob eventually got on the call, and after refreshing his memory with notes in the system, he remembered me. Rob then said that he sold the kayak cart that he had reserved for me because they dont hold items for that period without a downpayment. WTF? I then reminded Rob that he volunteered that he wasnt going to require a down-payment because he lost my warranty paperwork. Rob wasnt the least bit concerned with his second screw up (i.e., blunder #2). He said that the item was on backorder, and that he could order one without any idea when the item would be in stock. I explained to Rob that I had relied on him having the kayak cart available because of my plans. Did Rob apologize for blunder #2? No. Did Rob care that I told him that I would leave negative feedback online about Wild River Outfitters, making a point to identify him by name, unless this is rectified? Nope. I can only assume that Rob did not convey my request to have the owner call me to address my dissatisfaction. I understand that mistakes happen, and no one died because of Robs mistakes, poor judgment, and lack of customer service. But it is how mistakes are redressed that matters. Although Rob made an attempt to fix blunder #1, his efforts were wasted in light of blunder #2. Rob simply did not care that his mistakes and poor judgment changed my weekend plans with my son. Because Rob didnt forward my complaint to the owner in a more private setting, I am doing it here. I would appreciate a reply to this posting, and I am optimistic that I will receive a favorable outcome. I look forward to hearing from you. UPDATE: Several weeks after I posted this review, I received a call from Nicole at Wild River Ourfitters. Nicole apologized profusely for how horribly this matter was handled, and she arranged for me to receive the kayak cart for free as a way of apologizing for their blunders. I hope that they have instructed Rob on how to work with customers to resolve issues. Although I was never looking for a free kayak cart, I accepted their offer. With this matter behind me, I look forward to doing business with Wild River Outfitters. As such, I am changing my 1-star rating to a 4-star rating.

RA

Randy Smith

The past few years from Hiking, Kayaking and camping I have tried to give them my bussiness dollars. I have purchased small things from them that were needed but the larger and more prominent items I have purchased elsewhere as they continue to be disrespectfull in ways I do not think they even see. Today was the last for me with the lack of customer service displayed at their annual Demo day for Kayaks. It would have been a great time to sell me on the brand model I should get for my son, instead they lost that chance with discourteous actions and a lack of feeling to me and my family. My money will be better spent at the BIG BOX stores, even though it pains me not to support a locally owned and run bussiness. Sorry WRO, but todays contribution to Charity at the Demo Day event will be the last from our family for a long while. update 7/2012 - I have meant to do this for quite awhile. Taking away my unpleasant experience from above I still decicded to give WRO a chance when I upgraded to a 12 fishing Kayak earlier this year. I purchased the Yak and noticed some Hull issues when I took it out the following weekend. After following the in store advice about shipping bends {leave in sun so form can pop back}, I still had variations and a definite defect in the material. I contacted Johnson Outdoors {The Kayak manufatcurer rep} and e-mailed pictures of the boat from various angles showing the hull. They said to return to the place of purchase and get a new one. Okay, now I feel like im not just being "nit picky; I have the manufacturer documentation..Slam dunk. right??? WRONG! First thing out of the guys mouth at WRO is I "straped it down wrong" {btw, I own several other yaks and know how to tie down}, then that "all Kayaks take on water" {Oh, water was inside the yak and pulled to right, which Is why i looked closer into the hull}. then over the course of 40 minutes proceeded to tell me that I may have to wait for a replacement hull from the manufacturer and that they have to do there own research on a "possible" solution. There was over 3/4" inch dip in the bow line when the guy at WRO put a straight pole along the edge. After that it took another hour or so and me leaving for a Lunch, for them to tell me they can swap the boat and that I could pay an additional $80 to upgrade to the new year model. {no differences mind, just the production year.so no "free" upgrades if they were to replace it}....... Needless to say, at this point I just asked for my money back. Lost alot of time ,"money", trying to let them "make it right", but to no avail. Went to Appomatox River Co, purchased Kayak and been happy ever since.

A

A Private User

Ive been on a new quest in life to become more physically fit, so that means there are changes to be made. I did preliminary research and went to WRO to find Vibram 5 Fingers. I was leaning towards the Flow model for its insulation properties. They were more difficult to put on, and the saleswoman asked about my running habits. Up to that point, I had been running on pavement. I was interested in taking on trail running, but it wasnt something I was set on and the salewoman seemed very controlling and firm. I was informed then that the Flow would be slippery in inclement weather, there were no 5 Fingers to keep my feet warm, and referred to the Bikilas. Its very curious that the Vibram website claims that the Flow is for cold weather running and watersports, but WRO claims just the opposite. I left feeling quite suspicious. I did get the Bikilas which Im using for trail running after all. What do you make of that, WRO?