Saratoga Outdoors — Local services in City of Saratoga Springs

DISAPPOINTING RETURN POLICY (FOR ONLINE, NON-LOCAL PURCHASE) AND CUSTOMER SERVICE EXPERIENCE

I wish I could write a positive review for this store, but my customer experience has fallen flat. I purchased an Osprey Volt 60 backpack online and from another state. The backpack was in great shape and arrived quickly, but unfortunately the backpack’s straps chafed at my chest/underarms, even when fitted properly according to specs and recommendations. I decided to return the item, which would require for me to ship it back. I asked if they offered any kind of pre-paid return labels, but they told me they don’t.

I understand it can be really tough to compete with big giants like Amazon who offer free returns, so I headed to the local UPS store to see about shipping it back. The cost to ship it back was $40, which I thought was absurdly high. I declined and went to the post office and again it was right around the same at $43. Again I declined and decided to contact the company once more. As a customer it felt really crummy to absorb such a high cost with a product that I wasn’t happy with (and which I wasn’t keeping). When I called I spoke with a polite woman who was a manager, and she seemed sympathetic to my issue and said she would discuss it with some of her superiors to see if anything could be done. She told me she would reach back out to me to let me know in the afternoon what they could or could not do. Unfortunately, they didn’t call me back, so I reached out near the end of the day around closing time. When I spoke again to the manager she said she was sorry about not calling me back but that she had been busy. She also said she couldn’t do anything to help me. I said I understood that they might not be willing to absorb the $40, but I asked if there was anything they could do to help me out. Maybe a store credit for $20 or something like that to help me feel like there was some sense of valuing my business/patronage in some way? As an online customer I said that this experience was going to leave a negative wake for me and would be reluctant to shop there again because I was out $40 on an item that didn’t deliver on comfort. She brought it all the way to the owner, but he said there is nothing they can do because that is simply their policy. I certainly understand the stance and want to respect the owner of this business, yet I have to confess I just feel sorely disappointed. I wanted to give my patronage and support to a non-Amazon/big box store, but I feel like I got burned on this one. Maybe this place is great if you are shopping locally, but I wouldn’t recommend purchasing anything online if there is even a slight chance you might want...

I bought a pair of expensive hiking boots for my wife for Christmas at Mountainman Outdoor Supply Co, on Broadway in Saratoga Springs. The boots were one-half size too large. Unfortunately the receipt was lost in the volumes of garbage created by the holiday. Initially I attempted to return it without the box or receipt. I figured that they would be able to locate the sale and exchange these without a problem(like any other store I had been to). I was summarily dismissed by some hippie at the counter. I would say his manner was brusque and that he had no experience in customer service. See Michael’s comment below, which I wish I had read prior to purchasing these boots. Anyway, I went home, dug the cardboard box out of the garbage, and spoke to the manager, corey, who acted like she was doing me a huge favor. The truth is this: As a customer, a local resident, a business owner and citizen my experience left much to be desired. All I wanted was an exchange. The store would’ve lost nothing. While the manager was more polite, she was clueless and seemed to be making things up as she went along. I unfortunately have spent thousands in that store, but will never go there again. This business will hopefully tank and be replaced by Eastern Mountain Sports, which is also conveniently located in Saratoga Springs, along route 50. I highly recommend avoiding this establishment. It’s products are also way overpriced.

In response to the store’s response: I obtained the box, as we discussed on the phone. The box was not an issue. I just wanted to clarify this...

We've frequented your shop for many years, but recently had a terrible experience the very first time we ever tried to return something. I suppose you only really know how a business treats their customers when you're making a return and not a purchase.

We tried returning a brand new pair of boots in person and were refused because of a small amount of dirt on the bottom of the tread. We then emailed pictures thinking we'd get a more reasonable response from someone who had a stake in the business, but a week passed and we never received any response. We cleaned the treads with a toothbrush (again) and tried again to return them in person, and after a thorough examination where the employee squinted at the boot tread and pointed at a miniscule amount of dirt, were told their return policy was non negotiable.

We only asked for store credit, given that we spend about $2000 per year at your shop in apparel alone, easily another $5000 this year on gear.

My husband asked your staff today point blank whether they valued this amount of business over the return of a single pair of boots, and their answer was clear. So, we're removing your shop from our wedding registry and regretfully need to take our business elsewhere. If you'd adhered less rigidly to your return policy you would have made back what you made on these boots many times...