Bad Experience at Sierra Trading

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mwalle6

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There was a major problem at Sierra Trading Post. I just recieved a Spyderco Superhawk that I ordered last week. Well....I received the box to a superhawk, but inside was a Byrd Crossbill!! WTF!!

I called customer service about the problem and they basically blew me off. They gave me a $15 gift card and told me to return the item.
 
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Not sure I understand. If they are offering you a return on the item and a $15 gift card for your trouble, how is that blowing you off?
 
They blew you off by helping you w/ a return and $15 for your trouble???
What were you hoping for, a lifetime supply of Captain Crunch?
 
What would you have liked them to do to make it better?

I'm just curious.
 
I've had dozens of transactions with STPost over the years and they have all been satisfactory. Any system is subject to error. Sounds to me like they did all that could reasonably be expected and more.
 
I probably would have been satisfied, but I know of two other people who this happened to and they gave them much more than they offered me.

Oh and the $15 was a mistake on my part. I meant to say 15% of another item. (the discount on the original item I purchased was 30%)

Yes I know everybody makes mistakes as I have made many like everyone else, but it's still frustrating when something like this happens and I had to vent somehow.
 
mwalle6 said:
I probably would have been satisfied, but I know of two other people who this happened to and they gave them much more than they offered me.

Oh and the $15 was a mistake on my part. I meant to say 15% of another item. (the discount on the original item I purchased was 30%)
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If you are going to slam a company; at least get the facts right.
I've dealt with the company in the past several times and they did a good job.
 
Fact: They did not provide me with the product that I paid for. They did
provide me with the box for the product I paid for.

Fact: They are not going to provide me with the correct item.

Fact: According to their return policy I have to pay for the return shipping.
Hopefully they won't charge me the shipping.

Fact: They gave me a coupon for another item.
It is for half of the discount I originally received.

Fact: One person with the same problem received the corrected item at a
bigger discount.
One person did not receive the corrected item, but got a discount like
me, only larger.

Fact: I am sure most of the time they have great service.

Fact: This was not one of those times.
 
shanny19 said:
They blew you off by helping you w/ a return and $15 for your trouble???
What were you hoping for, a lifetime supply of Captain Crunch?
Click to expand...

That would have been a great solution.

What would you have liked them to do to make it better?

I'm just curious.
Click to expand...

Just offer me an equally good price on another knife they had in stock.
 
Fact:
You got it wrong with the discount they offered you.

Fact:
You didn't ask for the deal the other guy got.

Fact:
You didn't ask for an "equally good price on another knife they had in stock"

Fact:
What does "equally good price on another knife they had in stock" mean?

Fact:
If you sounded on the phone the way you sound in this thread; they gave you a great deal.
 
dextersp1 said:
Fact:
You got it wrong with the discount they offered you.

Fact:
You didn't ask for the deal the other guy got.

Fact:
You didn't ask for an "equally good price on another knife they had in stock"

Fact:
What does "equally good price on another knife they had in stock" mean?

Fact:
If you sounded on the phone the way you sound in this thread; they gave you a great deal.
Click to expand...

I will respond to your facts in order:

1) Yes I got it wrong. They told me on the phone $15. Upon recipe of the email it was 15%.

2) You don't know what I did or didn't ask for. Only what I got in the end.

3) A question can't be a fact.

4) Equally good price would be similar amount of discount on another item

5) I was very polite on the phone as always. I have found you catch more flies with honey. As to my tone in this thread, I guess that is up to your interpretation, but I was a bit frustrated with the situation when I first wrote it.
 
What is this world coming to? The retailer makes a mistake and makes ammends by gifting the consumer 15% off and the consumer is pissed that the GIFT was too small!!

You are just a typical knifeknut frustrated that a new knife to go with the million already in the EDC drawer has been delayed in it's arrival!!

Do what others do; order more than one knife at a time!!!!
 
I wouldn't call what you had a bad experience. A bad experience would be if they told you "too bad, we have your money now"

Offering to refund your money, or to give you an extra discount sounds like a decent way to make up for a mistake. Complaining that somebody else got a bigger discount sounds a little 'middle school' to me. The discount is a BONUS, not an expectation. All a customer is reasonably entitled to in such a case is their money back for the incorrect item.

I do agree that return shipping should be reimbursed, since the mistake was not your fault at all. Do we know for a fact that isn't going to happen? My experience with STP has always been that they are very nice and quite accommodating. I'll bet I've placed 20 orders with them over the last 15 years.
 
mwalle6 said:
I will respond to your facts in order:

1) Yes I got it wrong. They told me on the phone $15. Upon recipe of the email it was 15%.

2) You don't know what I did or didn't ask for. Only what I got in the end.

3) A question can't be a fact.

4) Equally good price would be similar amount of discount on another item

5) I was very polite on the phone as always. I have found you catch more flies with honey. As to my tone in this thread, I guess that is up to your interpretation, but I was a bit frustrated with the situation when I first wrote it.
Click to expand...

1- Since you got it wrong, should you be pilloried?

2 - Because you didn't state it and you used the word 'offer'.

3 - When it an accurate question.

4 - STP is a deep discount company their profit margin differs by product.

Distributors do not open all the boxes before they ship them. The fault is with the mfg.
 
mwalle6 said:
There was a major problem at Sierra Trading Post. I just recieved a Spyderco Superhawk that I ordered last week. Well....I received the box to a superhawk, but inside was a Byrd Crossbill!! WTF!!

I called customer service about the problem and they basically blew me off. They gave me a $15 gift card and told me to return the item.
Click to expand...

Sounds like they did more than they had to to try and correct THE MANUFACTUER's ERROR and make you happy. I have purchased many things from that company and they often have great deals and I have never had any issues.

You can't expect them to offer the same % pricing on every item or type of item. They offer deals on certain items because they got a deal.

Quite honestly, I think you are way off base to post something like this.
 
I have many transactions with STC and have had to send items back. In each case they include a return shipping label with the order and I have not had to pay return shipping. as for manufacturer error I believe that it was implied that Spyderco put a Byrd in the Superhawk box and sold it to STC as an overage or discontinued stock.
 
I have had several transactions with Sierra Trading Post over the past 6 years or so. All have been completely satisfactory.
No problems whatsoever.

I would recommend them to anyone, anytime... with complete confidence. :) .. :thumbup:
 
I've had great service from them.....I had a pair of Asolo boots and had to return them because they weren't wide enough, two weeks later I had a new pair that fit just right!
 
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