Where there is good service, there is ba d service

“I was reading the thread regarding Moosejaw sending the wrong size Gregory G-pack and then making good by allowing the buyer to keep that pack and sending the correct size pack.

That is great, but my experience is not going so well.

I also ordered the G-Pack and received it yesterday. I placed exactly 17 lbs in it, picked it up by the right strap to put it on and heard a tear. The seam on the underside of the right shoulder strap ripped. Now it is not a large tear, but the product is damaged and will only become worse.

So I sent an email to Moosejaw, and they said mail it back and they will replace it. Fine except for I have to pay for shipping again which means I will spend around $20 to either return the pack or exchange the pack.

I had a problem with the CD-writer on my Sony laptop. Sony sent me a prepaid box and said ship it to them.

I am not looking for a free pack or a free anything. I just feel that they should pay for the pack to be shipped back to their store.

And yes I have already contacted Gregory, and the have been pretty good but I am debating whether or not to keep the pack.”

“Shipping on a 3# pack shouldn't be over 3 or 4 bucks. I agree that it's the principal, but it shouldn't be near that expensive.”

“Actually the shipping is between 8 - 10 to ship it regualr mail via the USPS. That would include insurance which I would definitely get. I have already been to the post office to check.

But as you said, it is not the amount but the principal.”

“I have to return items all the time.
You need to call the company and demand a RGA# (return Good authorization nuber)
this is a number that the company uses to track the prodcut.
Call them.”

“I did my grocery shopping on Sunday morning and asked for some cash back when checking out. I ended up walking out of the store with out my cash.

I went back to the store later that day, and long story short, I got my $30. Even after they counted the cash drawer and didn't find an extra $30, they still took care of their customer, with absolutely no questions asked. I was quite impressed.”

“This is the standard for mail order shipping. It is the customer's responsibility to pay for the item to be shipped back. It sucks, but you are usually getting a good deal (or should be) on the item because you are ordering it over the web.”

“Oh they are going to pay for the shipping. I guess I will just have to go through the trouble of getting it.

I was just pointing out that a company will give great service to one person but lousy service to another.”

“I have to respectfully disagree, but there is no way that it is the customer's responsibility to ship a DEFECTIVE item back.

If you ordered something that was the wrong size or I didn't like it, then I should pay to ship it back.

If the company sends you a defective product, then they pay for the shipping.

I have never had to pay for the shipping in returning a defective product.”

“sorry rosey but i have to disagree with you on this one. it is the companies responsablity to take care of returns for items that are damaged.
i have had to box things up and send things back C.O.D. to the sendign company.
It does not matter if you have bought it over the net or in person.



ok this is where I get lost,

"Oh they are going to pay for the shipping."

so im not understanding the question?
sorry”

“I'm just saying, some places have a policy, if you read their website fine print, that you, the buyer, are responsible for paying for the shipping of any returns.”

“Mapleleaf sorry for the confusion.

As of this time, they have not agreed to pay for the shipping. I have only corresponded by email twice.

As you suggested, I am going to call Moosejaw and either by being nice or mean (their decision), I will convince them to pay for the shipping.

It just sux that I have to go through the trouble for $8 in shipping, whereas they give another customer a free pack. That just does not make too much sense.”

“Do you want a cap too?”

“I ordered some wool baselayer shirts from Sierra Trading Post a while back and accidently ordered the wrong sizes. I meant to order two S's and two M's. Instead I got two Larges and two Mediums. The Mediums were for me and the Smalls were for my wife. I kept the shirts for me, a friend bought one of the larges and I sent the other large back. When they credited my account they credited shipping back as well. It was my mistake to boot. The other thing that surprised me is how they credited the shipping. I don't remember the exact numbers, but say shipping was $12. That would average out to $3 per item. They credited like $4.50 back to me for shipping + the cost of the item. I was very impressed.”

“No free Pack! Waaaaaaaaaa!”

“Update. Well I called them on the phone, and they were much nicer. They agreed to refund my shipping charges.

No free pack and no free hat. They would probably just rip anyway.”

“Jeesh, dk1456, you're a glass half-empty kinda person, aren't you? Or are you just having a bad day?”

“i would be more upset with the fact that i didnt get a HAT!!”

“Why would you want to keep a defective pack anywho?”

“Poor, poor dk1456 (or whatever he/she is). Just wanted to vent a little....

Sorry I jumped on ya, dk.”

“If you go to the outfitter and buy an item and then take it home and so afterwards, a problem occurs. Who pays for the expense of returning it then. You do. If you want your item back after you return it by mail who should pay for it. I would think you would if you wanted it back. After all shipping is a different business all together different from retail. Remember these people are in the business to make a income off of the products they sell. Not shipping.”