Sierra — Local services in Wheat Ridge

Update: We received an email and apology from Sierra today with a gift card, thank you. Please do take the suggestions below to heart when planning another grand opening. But we do appreciate the gesture very much and will continue to be fans.

10/12/19

So...we arrived the morning for the Grand Opening. My husband and I were the first in line. We froze, waited and froze some more but were excited. Then they opened the store and gave us a card with GPS coordinates to a nearby park. All we saw was people 🏃 fleeing the store to jump in their cars and race down the street, cutting each other off in the process. Many came close to being rear ended!

When we arrived at the park all we saw were people running. Once we arrived at the coordinates we looked around, everyone was searching for the mysterious gift cards supposedly hidden in the forest. The issue we had is with everyone searching off trail, destroying local habitat and digging, leaping around the area right in poison ivy!!!! It was everywhere folks. After some time searching the area, we learned that there was an issue with the coordinates. There were no gift cards hidden, instead 3 staff members went to another location (not at the gps coordinates) and already gave out the 3 gift cards. We looked at each other, what??? Everyone at this point was mix of bewildered, upset, and disappointed. We all hopped back into our cars, drove back to the store wanting an explanation for what happened. They did say sorry and we will take your name. What an epic fail guys! We have been to one grand opening in Minnesota a few years back and that was so much better. Randomly handed out gift cards, there was no crazy race to find gift cards, it was random and fair. This was none of that. I hope you never do this again at a grand opening for the safety of the public, the environment and just to be fair to those that made it there at 5 am. I think the right thing to do is call back those who were caught up in the mayhem, have a private shopping party, give out gift cards in random amounts, maybe have some fun snacks. That will at least begin to make up for...

Just leaving the store now. Had a very disappointing experience with the manager on duty, David. I brought some returns in from a purchase on January 17th. It’s February 20th. I took a number of items home to try them on because dressing rooms are not available in store. Due to a Covid scare I have not been out and about running errands.

I requested a return back onto my credit card. David said I am three days too late and they would only give me a store credit.

It would be so incredible in these times of Covid if there were some kindness and flexibility around policies like this, especially at a mega-corporation such as Sierra. I’m not trying to take advantage of them! I’m three days late- not 20 days late.

I used to be a regular customer, but will not be anymore as there doesn’t appear to be any generosity or understanding in the people or policies.

David was awkward, lacked capacity to show any empathy even if his decision was final, and wouldn’t make clear eye contact. I’m leaving now feeling bummed and with weird energy from this negative...

I had to educate managers, employees, and customer service of their own return policy. The same return policy that is shown on a sign next to the registers.

I tried to return 2 unused items, with tags, for store credit. I was incorrectly told that they cannot complete the return without a receipt or email record. I went home and did a little digging to find that this was totally untrue.

I went back a second time and had to educate a manager (Mike) on the return policy, showing him their website. He agreed, but couldn't accept the return due to the system having issues. No apology, no nothing for my 2 wasted trips.

Then I had to go back a THIRD time, only to find myself educating another employee and calling another manager. Only then was I finally able to return my $29 worth of items.

During the course of this I didn't even get an apology. Corporate customer service agreed that it was ridiculous but didn't actually do...