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Business Profile

Online Retailer

Outback Trading Company Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Jan 3, 2025 I ordered a Women's Medium ********************* It was too tight and heavy for my liking. I wanted a refund. I requested a refund using their website to print out a packing slip for transport. I returned the package via **************************** with the tracking number, which was received on Friday, Jan. 10, according to the US postal service. The company informed me when I called Monday that they conducted inventory on the week of Jan 5, 2025, and they have 7 pallets to go through to provide exchanges and refunds. It's been a week of calling to find out when the refund will come. They have informed me they are a small family company and are processing things as soon as they can. I'm worried their refund policy of Jan 22, which is the deadline they provide me, will expire, and I will not be allowed a refund using their policy guidelines provided in their website in the returns/exchanges section.

  • Initial Complaint

    Date:04/23/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    ORDER NO. #****** ordered on 12/12/2023 I ordered a jacket and leather ball cap. When they arrived the jacket was a poor tight fit and the ball cap was paper thin leather, nothing like the description on the website. Both articles were made in ***** but they use an Australian name. I asked immediately to return the items, which was received on December 27th, I had to pay $8, unheard of for a return policy these days. However, OTC said I only returned the jacket, which was blatantly untrue, I taped everything back up immediately and took photos of the articles as required. This is fraud and an easy way to make money. In addition, the quality is extremely poor, false advertising. My CC company battled them for a while but gave up. I want the money back for the hat I returned to them - such liars.

    Business Response

    Date: 04/25/2024

    Hello,

    We did receive the jacket and refunded you for this right away. Our company also reached out right away to say that the hat was not in the package. 

    We will give you the refund for this but we never did locate hat in question.

    Have a great day,

    Allie 

    Customer Answer

    Date: 04/25/2024

    They actually processed my refund today after 4 months of denying me:-)

  • Initial Complaint

    Date:01/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    The jacket I bought is literally falling apart. Yes. I bought it 3 months ago, but only recently started wearing it. The zipper will mot stay together, the material has pilling all over. And the lining is ripped. They said there is nothing they can do because warranty time is up. I have only worn the coat from house to car. And car to office.

  • Initial Complaint

    Date:12/16/2023

    Type:Product Issues
    Status:
    Answered
    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 ordered a hat 11/11/2023. After I received the hat I didn’t like it. I called the company and told them and they wanted me to take pictures on internet and send them. I attempted, they wouldn’t go thru. After several calls to get thru they said them would email me a label to me. It never came. I called and called they have to call you back. They finally were rude and said they didn’t know if they could mail one to me or not they would email me and hung up. Then they called back and said they would mail me a label, they never did, I called and called won’t return my calls. Help

    Business Response

    Date: 01/08/2024

    Hello,

    We will be in touch with a return label and have this taken care of for you!

    We are sorry for the run around!

    ***** 

  • Initial Complaint

    Date:12/13/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    This company is not returning my calls associated with their defective garment I wish to return for refund

  • Initial Complaint

    Date:09/29/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On September 10th 2023 I ordered a 275.93 coat from Outback Trading Company, Oxford, PA website order#******. The coat arrived shortly after the order date through USPS. The coat was much too large. I tried to call them on the September 13th to begin an exchange process but there was no answer on their business number so I left a message. After no return call, on same day I proceeded to exchange the coat through there website. On September 15th order#****** was processed. I received the exchange coat on September 21st by USPS. This coat was way too small and unwearable. On September 21st I called and spoke to a representative "******" Where she informed me "NO MORE EXCHANGES, NO MORE RETURNS" and would not help me. At which time I asked to speak with a supervisor. I was informed none were available and a supervisor would call me back but never did. I called on September 22nd and spoke with "******" a supervisor. She informed me that there would be "NO MORE EXCHANGES, OR RETURNS, THATS THE POLICY, ABSOLUTELY NO EXEPTIONS. Customer service was rude and unprofessional probably due to this criminal return policy that they repeatedly have to deal with. I now have a 275.93 coat that was QUICKLY determined to be unwearable that now is UNREASONABLY unreturnable. Certainly not my idea of a professional company that cares for their customers

    Business Response

    Date: 10/03/2023

    Hello,

    Thank you for reaching out and sharing this concern with us. I am sorry neither of the jackets that you have ordered fit you correctly. 

    We are aware of the system limitation we have in regards to exchanges and returns and so have clearly outlined the sizing of all of our products on the product page as well as the return and exchange policy. 

    Please let me know if the size chart on the product page did not match what you received with your jacket though. 

    Again I am sorry for your experience with our products. 

    ***** 

  • Initial Complaint

    Date:12/01/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Purchased 11/22/2022 Order # ****** Do not buy anything from this company. They do not care about customer satisfaction at all. Though stated in the exchange policy you have one chance at an exchange. (I did miss this, my bad there) If the items still do not fit correctly you are stuck with the product. No exchange or refund for returning the products. I've never heard of this, ever! Reputable companies make sure their customers are happy with the products they purchase. This is not a reputable company. They even blocked us from ******** because we called it out there. They are running from the truth......NOT REPUTABLE AT ALL!!!!

    Business Response

    Date: 12/27/2022

    Hello, I am sorry you have had a bad experience working with our company. Our system does not allow us to do further actions to an order past one change after the original order which is why we have such a strict return/exchance policy that is outlined on our website. We hate to have unhappy customers though, would you be interested in exchanging this product if the product you have has not been used? 

  • Initial Complaint

    Date:11/01/2022

    Type:Product Issues
    Status:
    Answered
    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 paid $269.99 for a jacket that was a splurge and a gift to myself. This is hard earned money. The first size I ordered was too large and a size over what I normally order. I did this because reading all the happy reviews about the product, customers were stating it runs small. When I got the 1x, it was way too large. So I returned it for a large size. When I received this one, it was way too small and I cannot even zip the jacket, totally not wearable and I will split it out down the back seam if I close my arms in front. I called the company back, wanting to exchange for an XL. They said no, we only allow one exchange. I said I would gladly pay to return this unusable jacket for a complete refund. This splurge has turned into a nightmare. I will gladly pay for the return shipping and just give me my money back. They wont return my call as they said they would on Monday, Oct 31,2022. The representative I spoke to last Friday said she would have her manager call me on Monday. No phone call. No useable jacket, Still out a lot of money for a product I can't ever wear.

    Business Response

    Date: 11/03/2022

    Hello, We have refunded this customer their original payment. Our Exchange and Return policy is clearly listed on our website and within the paperwork sent to the customer. Our computer systems do not allow us to change an order more than once which is why that is our policy. We have gone into our system and manually changed this order. Should the customer have any questions or issues they can reach out to us via our website on the contact us page. Have a wonderful day. 

Outback Trading Company Ltd. is NOT a BBB Accredited Business.

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