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:12/26/2024

  Type:Delivery 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.

   
  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,
  
  ******* **tion, but the apartment staff told me that their manager was on vacation. The staff member did not have permission to view the security camera footage. He also said that the manager would not be back until at least next Thursday, 01/02/2025. I don't know how long the security camera footage can be retained, or whether the security camera is working properly.I also contacted *****, and their customer service told me that the service I used was ***** ground economy, and the final delivery was completed by ****. And ***** also said that I needed to contact the shipper, Outdoor Research, and ***** could not provide any help.Then I contacted Outdoor Research, and they told me that they would file a claim with *****, but the result was not guaranteed. They also told me that Outdoor Research does not provide refunds for lost packages.I hope BBB can help me with the claim because I paid the money but did not receive any package.

  Business Response

  Date: 12/27/2024

  Hello ******* **,

  We are sorry to hear that you did not receive your two most recent Outdoor Research orders. We reviewed tracking information for both orders and can see the confirmation images, showing that the two packages were placed on top of the Amazon locker. Our representatives for ***** and **** say that neither have a partnership to deliver to Amazon lockers and that neither would have been able to place these packages within the locker for you. I can see that you have had previous orders placed with us to this same address without issue. One that was signed for, and one that was placed on what also looked to be a mail locker or cabinet. Though we do not replace lost or stolen packages, I can issue a one-time exception refund for both of these orders, noting, that in the future, any orders placed to this same address that are deemed lost or stolen, will not be covered with a refund or replacement shipment. We highly recommend the use of a more secure delivery location.

  Best Regards,

  OR Customer Service

• Initial Complaint

  Date:06/21/2023

  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.

   
  Complaint: 20217041
  
  I am rejecting this response because:

  There is still no record of my second return - either on my card or as online credit.  I received an email from Outdoor Research on 6/9/23 that the return was received and processed, however I have not received the money yet.  I asked the Outdoor Research customer service associate and he stated there is no record of OR having received the return.  This is obviously not accurate, as it was received and processed by the company, per the attached email.  
  
  The company owes me $90.41.  My bank card is the same numbers, with a new expiration date.  Had the company's **************** reached out to me regarding the issue they had in refunding me, I would have simply supplied the new expiration date of 04/27.  This could have been resolved quickly and efficiently.

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

  r resolved on the phone instead of email, however that agent also told me to go dispute it with my bank. That's ridiculous. The onus is not on me or my bank. It is on the company to have the correct processes in place by which to credit their customers in a correct and timely manner. I am attaching the pertinent emails showing the return was received, refund processed, then changed to store credit, and the customer service agent who was not interested in helping at all. Separately, I have a SECOND return which has not been handled correctly by this company. This is regarding order #S1000813925. Again, the order was placed 4/28/23, shipped 5/2/23, delivered to me on 5/7/23. I requested a return on 5/28/23, the return was received by the company on 5/18/23 and supposedly processed on 6/9/23. I have still seen NO FUNDS at all by way of refund - either to my card or online. The customer service agent AGAIN told me to take it up with my bank. UNACCEPTABLE! Docs attached.

  Business Response

  Date: 06/23/2023

  Hello ******,

  We reached out to **************** regarding the inability to issue back funds to your original form of payment and we were advised that it was actually not a matter of our systems approving of a refund past a certain time frame, but was instead because the physical credit card expired. Because the credit card was no longer valid, we were unable to issue those funds back to the original form of payment. At which point, our phone and email representatives were accurate, the only way to unfortunately work around this is for you to file a charge back with your bank as an alternate way to receive those funds outside of an OR credit. I apologize for the inconvenience, however, in lieu of a valid credit card attached to the original order, this is our only option. 

  OR Customer Service

  Business Response

  Date: 07/04/2023

  Hello ******,

  I reached out to our customer service manager and finance team to review and it looks like the second return ran into the same issue, it failed to automate back to the original form of payment due to the card being expired. However, it was not caught and therefore was failed to be placed into your account as a credit as the other return was. As of this evening, you will find that this has been resolved and a balance of $57.31 was added to your Outdoor Research online account for RMA ************. We apologize for any confusion or inconvenience regarding this. Additionally, this credit could also be discussed with your bank for a charge back due to the expired payment. For now, it remains an online credit that will not expire and can be utilized any time on our .com towards available product.

  OR Customer Service

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though it is not the most desired result, I realize that this is the best that I will get from the company.  I accept this outcome. I plan to use the the credit and then be done with the company.

  I would like to sincerely thank the Better Business Bureau for their assistance with this issue.

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

• Initial Complaint

  Date:05/10/2023

  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.

   
  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,
  
  *******************

  Business Response

  Date: 05/12/2023

  Hello,

  We apologize for the delay in returns processing times, as previously mentioned by our rep ****** and on our returns page.

  I can confirm that as of yesterday afternoon, your return S1000085446R, was successfully processed and closed.

  The refund will be released from your bank to the original form of payment in **** business days.

  Best Regards,

  OR Customer Service

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

   
  Complaint: 19397643
  
  I am rejecting this response because:
  

  Deceptive marketing. OR has the exact pants (other than color) listed in two completely different locations within the website. They do not both return in search results. Fills more like bait and switch. This coming from a loyal 20 year Outdoor Research customer. Time to seek a new brand for my adventures. 
  
  

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

  Business Response

  Date: 02/16/2023

  Hello Rich,

   

  As explained by our customer service manager ****, via e-mail on 2/15/23, the original pair you purchased was in a colorway that is not included in our sale. The colorways that are on sale are Flint, Kalamata, ***** and Tapenade. The color you selected for your first order at $99 was Pewter. We unfortunately will not be adjusting your order price as it does not qualify under our winter sale promotion.

   

  Best Regards,

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

• Initial Complaint

  Date:01/25/2023

  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.

   
  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,
  
  *************************

  Business Response

  Date: 01/27/2023

  Hello ******,

   

  We sincerely apologize for our processing delays this season. Due to high volumes and short staffing, we've fallen behind. That said, I've researched both your order and return that was delivered earlier this month and issued a manual refund for the men's superstrand jacket - kalamata - L for $199. Your bank will take **** business days to release the funds, but they have been successfully released on our end. Best Regards - OR Customer Service