Overall Rating: 1/5.0 store rating
Ease of Ordering: 5/5 stars
Customer Service: 5/5 stars
Selection: 4/5 stars
On-Time Delivery: 5/5 stars

Poor customer service for returns

A review by stormwarrior written on Jan 27, 2010
Full review
I ordered a Smartwool hat from Altrec on 12/21/09. The item was shipped quickly to me but after seeing it I decided to return it. I mailed the hat back to Altrec on 1/7/10. A week later I looked on the "My Account" page on their web site to see if they had received it. It said "your return is in process." During the following week I sent two e-mails to their customer service asking if they had received my return but got no reply. I then tried to contact them via "Live Chat" but also got no response. I finally called them (2 weeks after I sent them the return) and was told they had received it and would be issuing me a refund on my credit card. A week after my call the refund had still not been posted to my credit card and My Account page said the refund was still in process. I called again and was told they "probably" received it but that they were 2-1/2 weeks behind in logging in their returns and that they don't know for sure that they got it. The person I spoke with said he didn't know why I had been told that they had received it. It's been over 3 weeks since I sent them the return and they still can't tell me if they got it. Taking this long to precess a refund isn't acceptable.

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