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Old 06-02-2010, 12:26 AM   #1 (permalink)
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Default Problems ordering from The House

Well, The House online store screwed me and my friends over this past season. I thought I would share my story with those that cared to read, or are considering ordering in future. I would be interested to hear if you have had similar experiences with their non-usefulness when encountering problems. I know they are fine when no problems occur, I have ordered trouble free from them once before, but it's when one does occur that a company's customer service stands out. Here's why I think theirs don't;

Our first order, we ordered about $400 worth of gear, everything was okay, nothing major happened. The first problem was that an item we ordered was no longer in stock. Yet they were still advertising it. I had called them one day and they said "yes, it's packed and being sent today."
At the end of the week I have an email saying "Your order has not been sent because this item is not in stock" they asked if we would like to remove it or replace it. We removed it so we could try and get the order to us on time as one of the people in the order is leaving the country. She did not get her items before she left.
What else they managed to mess up were small things, like sending email confirmation to an email address we never specified, or getting the name of the order completely wrong which made inquiring about it difficult. So other than the fact it took a little longer then it should have, and one person didn't get their items straight away, it didn't go too badly. All said and done, we were all happy.

Our second time, they fucked up big time. We never even got what we ordered. The first time we had used an international credit card, so we never had to specify a billing address. This time it was a Canadian card and they refused to send without it, I reluctantly gave in. This order was almost $600. What they did next was send the package to, not the shipping address, but the address listed with the credit card. I tracked the order - it went through New York, Chicago and got to montreal before they realised it was going the wrong way. (I didn't care by then as it entered Canada taxes free, it was coming to me regardless of the address). Then I find out they redirected it, and when it got to Washington (original shipping address) they decided our shipping address did not exist (despite shipping there before). They got the package back and told us that they would try and ship it again.
I called them on and off for almost 3 weeks asking what was happening and on my last call I was told it was being sent as we spoke. They did not send another confirmation email with a new tracking number.
Next I get an email saying money has been refunded to the credit card.
Might I add we made this order in February, and they were still trying to send it to us in April.


Well this was just the biggest 'fuck you' a company could have done. Not only were we missing our order, but we also did not get refunded the same amount of money because of currency rates. The credit card was also not mine, so the money didn't even come back to me.
The whole time, they were no help at all. The desk operators sounded like they had no idea what to do, couldn't help me with tracking the order at any point, and were generally rude when I questioned them about my $600 order, with one even laughing at me. They also completely ignored the fact when I brought up that some of their representatives had been rude on the phone.
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Old 06-02-2010, 01:22 AM   #2 (permalink)
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Bummer dude they really shafted you many times. I usually stick with Backcountry.com. never had a single problem at all
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Old 06-02-2010, 09:46 AM   #3 (permalink)
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I got some bindings from Backcountry, and they came via UPS Ground within 2 days of ordering! I didn't think that was even possible.
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Old 06-02-2010, 07:49 PM   #4 (permalink)
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Any backcountry sites and sierrasnowboard are my places for gears. They have the best deals most of the time anyway...
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Old 06-02-2010, 08:53 PM   #5 (permalink)
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yeah their online division is certainly... different
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