Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ********************* order 3 pairs of gloves through Sitka. 1 pair was too small so he had them sent back. The other two pairs were used once so the tags were taken off. The gloves did not meet his expections so he would like a refund. We have called sitka multiple times and they do not have anyone to answer the phones. We have also sent emails and they will not respond to them. We only have a 30 day window to return. We want our money back. In the return policy it states the tags much be attached to return but yet they have on their website that they stand behind their products and you can return them. It is absolutely ridiculous to say tags need to be attached. You never know how good a product is until you try it out. We want our money back. Please help us in this matter.

  Business Response

  Date: 12/01/2023

  The customer is more than welcome to return the items that they are not satisfied with. We have descriptions of our return policy stated on our website (www.sitkagear.com/returns) and the customer has full access to initiate the returns. The customer placed orders on November 7th and November 11th; our return policy states that we offer a 30 day return window. If the customer was to attempt to initiate a return, they would be able to successfully. 

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order for Sitka Gear apparel. The items arrived and do not fit. I need to return $800 of merchandise for a refund. The company allows refunds within 30 days of purchase. When I enter my order number and email address to start return and get a shipping label emailed to me, I get an error message that says the system doesnt recognize my email or the order number. I have called the customer service number NUMEROUS times, never get a human, get a message to submit online request and the call disconnects. I have filed 3 or 4 (Ive lost count) online requests on their website with no response. I have called my credit card company to make them aware that I will not be paying the balance of this bill for items that do not fit. Currently on hold (for 7+ minutes) with the customer service line. Im sure Ill get the same memo and get disconnected shortly! VERY IRRITATED.

  Business Response

  Date: 12/01/2023

  We have corresponded with this customer on Wednesday (11/29) and resolved the issue and have initiated her return. It was discovered that the customer had mistakenly entered her email address incorrectly while placing the order and while trying to submit the return with her correct email address, our system was not recognizing it. This complaint has been resolved and the customer will be refunded within our standard practice. 

  Customer Answer

  Date: 12/07/2023

   

  I have in fact been contacted by Sitka Gear. They have issued a return postage label, the items have been shipped back, and they will be providing my refund upon receiving the items.

   

  Thank you,

   

  **************************

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sitka has the worst customer service of any company I have ever seen. I have sent 3 or 4 customer service requests on the website, because their website never works. I have also called them over 20 times, and you cannot get ahold of them. It rings and rings and you wait on hold for 10 minutes and then they hang up. They refuse to help their customers that are paying these crazy inflated prices. I pay for reliability, and SERVICE. It's obvious that Sitka is not about the customer, and just about making money. I have missed out on every deal they have had in the last 10 months because their website doesn't work. Every time I reach out with website issues they just send me an automated reply and ignore me. This company is a joke and needs to be addressed. I see these tendencies from ***** Amazon, and ******** It's all about money and they wont waste their time with issues because that will cost them money to care. They send out all these emails with "coupons" and "discounts" to lure the customers in, and then the coupons dont work. That is false advertisement, and it is actually illegal under consumer protection to continue to operate this way.

  Business Response

  Date: 10/18/2023

  We received a complaint from this customer that a discount code was not working during the check out process. The discount code was due to expire at midnight on the day the customer contacted us. Our customer service team responded within 3 business days with a supplemental code that would work for him and his order and was valid for an additional week. This is common practice that is performed for many reasons every day by the customer service team. Although this code would remedy the issue the customer was having, it did not suffice for the customer. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20733217
  
  I am rejecting this response because:

  I reached out to them for days and no response. After 10 minutes of waiting on the phone on hold, they just hang up on you. So after 4 days of trying to reach them on the phone, I did the online thing, which took another 3 days to get a response. The discount code they gave me wasnt for people with military pro discounts, so it didnt even work. When I reached back out about that issue, they just shrugged me off and told me I could not bundle them. Even though the original discount was FOR PRO MEMBERS. This company is a joke and no one that works in the offices is nice. They are all rude, and dont care about the customers. What a shame to have a decent product but the rest of your company is trash. No accountability either. Thats usually what happens when you start making money, everything else goes to h*** I give it 2-3 years and some other company who actually cares will dethrone Sitka with ease. Pretty sad to see a company go to s*** like this. 

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/01/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the website sitkasaleusa.com on June 15th. I ordered a t-shirt which I still have not received or gotten any type of order confirmation or shipping email. I was previously able to log into the site to email them. Ive done this twice with no response. Now, Im unable to even find the site. I want the shirt or a refund.

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband put in his original order on November 17, 2022 for a coat costing $191.96. We were charged $191.96 on November 22. We received the coat on November 23 - that same day, my husband requested an even exchange for a smaller size. He paid $12 shipping to ship the original coat back and sent it via **** on November 25.He contacted the company multiple times between November 27 - December 6 to see why he had not received any communication about the exchange.December 6, 2022, he received an email stating that a refund was completed and we did received a refund of $191.96 on December 7. Sitka stated in their exchange policy that no refund would be issued. Once they receive the original coat, they would then ship new coat. So we were confused as to why we received a refund.I have since contacted the company several times since December 6 (currently it is December 30). They have responded once on December 20, but did not address my concerns whatsoever. It was clearly an automated email and not from an actual customer service representative. The only way to contact the company is via email, but they have not responded to my concerns about the exchange process. To this day, December 30, 2022, we have not received the even exchange that we requested on November 23.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to place an online order on 12/10/2022 around 7PM. My order total was $938.00. When trying to place the order I received an error message that said there was a problem processing your order. I attempted to place the order a second time and got the same message. I now have two charges on my account for $938.00. I have submitted a ticket twice for assistance. I have attempted to call several times and the phone rings and then you are put on hold and the call hangs up before you get a representative. No one has been able or has even attempted to assist me with the issue in 5 days.

  Business Response

  Date: 01/03/2023

  Hello - 

  We have received email correspondence from *************************** on 12/12/22 and from ************************* on 12/14/22. We responded to the emails on 12/15/22 to inform the customer that the rejection of their orders were mostly caused by errors in the billing/shipping address or if there was suspected fraud. This order had different shipping and billing addresses with different names respectfully. With the different names and addresses, plus being over a certain dollar amount, it was deemed that these orders could be potential fraud and were cancelled for the protection of the card owner. At the time an order is attempted to be placed though our website, there is a pre-authorization charge placed on the card to ensure adequate funds are available. The pre-authorization charge expires between 5-7 business days. The pre-authorizations should have been reversed or dissolved shortly after our last correspondence. We apologize for any inconvenience this experience may have caused. We also apologize for the trouble contacting us by phone as during the holiday season, our **************** Team handles very high volume of contacts and longer response times occur. 

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************