Moosejaw

“I ordered a Sierra designs Footprint from Moosejaw on Friday.

This is the email I got from them today.

Thank you for placing an order with Moosejaw Mountaineering!

The first email you received from us indicated that we received your order. Now, we have actually processed your order and it will ship out in a week to two weeks!! The short, almost no time, little baby delay is due to the fact that we have your item on the to us from the vendor.

The North Face has confirmed to us that the item is in stock and that it should be shipping right away but they are sometimes backed up a bit and even though they tell us something is going to go out right away it does not. In a perfect world you'll have your order in about a week but we said a week to two weeks just in case.

My reply will explain the problems.

I ordered that Footprint to have it by the 18th since I am going out for four days beginning the 19th.

You have already charged my credit card. It is customary to not charge the card until the order is actually shipped.

I am also curious as to why a Sierra Designs footprint would be coming from the North Face.

I called North Face at their 800 number to inquire and they informed me that they do not carry Sierra design Product.

To say that I am unhappy would be an understatement.

If you are unable to ship the product by Feb 4th, (Wednesday) cancel the order and credit my card. I will order it from Sierra Trading Post who assures me they have it in stock and will ship on receipt of my order.

As we speak I am posting the details of this transaction to several backpacking and Outdoor Forums. I will follow the posts up with the results, good or bad.
================================

Anyone else done business with them?”

“Yes and they have always done well by me.

Looks like a garbled auto-notification email.”

“I can't believe you called North Face.”

“Moosejaw is my website of choice. They have always done me right. Call Moosejaw and ask them about it. Did you tell them you wanted it by the 18th? They usually do everything they can to please you.”

“Why wouldn't I?

I like to make sure that I have the facts straight before I deal with people.

I thought it fishy that North Face would be selling Sierra Designs Products. However I called to confirm my suspicions before making an accusation.

They were quite happy that I called because they are not to happy about Moosejaw saying what they did about their shipping policy! They asked me to forward them a copy of the email.

WHich I happily did.”

“It is possible that the code that generated that email inserted the wrong vendor name.”

“That still doesn't change the fact that they charged my card and according to them they do not have the item in stock.

I find that unacceptable.

I will see what happens and that will influence whether I do business with them or reccommend them in the future.

I can understand mistakes, but there were just too many problems herew, (not in stock, charging the card, wrong vendor).”

“It certainly doesn't help.”

“I've used Moosejaw a couple of times, I even have one of their t-shirts. I've never had any problems. In fact, I love their service. They're so upbeat and witty about everything. Give them a call and I'm sure they'll take care of you.”

“I can understand mistakes, but there were just too many problems herew, (not in stock, charging the card, wrong vendor)."
redhawk

So why call North Face? Why not call Moosejaw first?”

“That's what I'm wondering... you would call Northface about a Sierra Designs product but you wouldn't call the vendor supposedly screwing you over?”

“So, what did Moosejaw have to say?”

“I will on no account disclaim your disappointment. You make good points Redhawk. However, I have done business with Moosejaw frequently over the past 2 years and they have exhibited exemplary customer service. Their employee spent an hour installing a kayak rack on my truck, they overnighted a race pack to my home when I had waited too long to shop.

Being that I work in the retail industry I can assure you that it is just as frustrating for the seller to not be delivered goods as the ultimate consumer. If you had spoken to Moosejaw or sent them an e-mail I'm sure their customer service people would have done anything to make you happy. That's just what I have always experienced here in MI.

In short I believe you are over reacting.”

“moosejaw is doing this to me, too. i have waited a month for my msr footprint (and i received the "north face" letter). i just use one of my other tents, though. i might have to give them a call, tonight.”

“Tell Princess Leal that Buddha sent you, they'll take car of ya.”

“redhawk called to check up on the information given him.....I don't see any problems with having all your ducks in a row before making a call. Most people wouldn't take the time. At the very least, he brings up a problem with there service and they should correct it ASAP to keep there rep clean....seems as per Rad post that this has been going on for a lenght of time.

BTW - Am I the only one that thought Buck was on the other end of the MooseJaw message?”

“Sounds like there are some glitches at Moosejaw - I'll be interested to see what they do for Rad and Redhawk.

It doesn't seem out of line to check with TNF first - if you are suspicious, you might want to be armed with the facts before calling Moosjaw (or find out that they are right before saying they aren't).

I hope Moosejaw straightens out their glitches, I've had a really good impression of them over the years - I'd hate to see a good resource turn to crud.”

“I used Moosejaw a fiar bit and now get a great discount for them. They have messed up orders a couple of times on me though.”

“i just called.

it's on the way! 2 day fed-ex for no extra charge, just a one month wait!”

“Well, what did they say about the email? We want details!!! LOL!”

“I'm glad they were ready to do what they could to make it right. Of course, if they mess up like that too often - its not worth it.”

“msr took a while getting them their backordered stock.

because of problems with a few distributors (apparently tnf, sd and msr), they have had to send a ton of emails. it was a mistype. no biggie. i trust them and they seem like good folk.”

“Yeah, it takes much longer to get backorder stock nowadays because all those companies products are made by 4 year old's in the Phillipines.”

“So why call North Face? Why not call Moosejaw first?"

Because if North Face says that they do carry the Sierra Design Product, then I know that Moosejaw is being straight about it.

If they are not and I call and moosejaw says they are, then I have a credible reason to dispute what they are telling me.

It's called, "Checking the facts before you go off half cocked"”

“BB - but those small fingers can do some fine stitching ;o)”

“The way these companies keep buying each other out, partnering-up and contracting with one another I think calling North Face was a perfectly reasonable step.

I'd be really interested in see how this ends for you. As I see it, anyone can luck out and get it right most of the time. The true indicator of the quality of someone's customer service is how they handle a screw-up.”

“Actually the industry term is "nimble manufacturing".

No joke.”

“I was gonna use the word nimble too - damn!”

“bbinkley had a problem where they shipped him the wrong size pack, I think it was. He sent them an email and I think called. The owner of Moosejaw called binks at home one evening and got the whole straightened out. He got to keep the wrong size pack AND they overnighted him the correct size. Pretty good service.

I've bought from them a time or two. They had a big sale and listed the price of a Princeton Tec Aurora at about $13. I bought one. About an hour later they realized the price was wrong and changed it on the sale page. They honored the purchase.”

“Awe c'mon now, with a name like Moosejaw, they HAVE to be good.”

“I just got off the phone with Moosejaw. They were very apologetic and said that indeed it was a mistake.

They were backordered, it is coming in from Sierra degins and they upgraded my shipping to second day air.

So all is well in the Hawks Roost!

The squeaky wheel does get the grease!”

“Cool beans! Thanks for the update.”

“it was on my doorstep when i got home!

that's just damned freaky.”

“Like I said at the beginning of this thread. They will make you happy. They are great people and fun to do business with.”

“Having worked in the biz I know that the customer service rep at moosejaw was probably so overwhelmed with work that he probably spends most of his time replying to customers such as yourself about North Face backorders. North Face was notorious for backorders, and one more email just looked the same. Cut and paste and send.”

“If you've already used that REI 20% off then I think Moosejaw are doing the same for the next few days.
Try entering Marlin in the coupon code. See if it works. If not I'm sorry - but hopefully it does. It's tricky for me to tell as cos I've already spent so much there I already get the discount on every order.”

“It's only 15% off a non-sale item and 20% off a sale item at Moosejaw. They also have a dividend program like REI.”