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Sierra Trading Post - on the bad list

Discussion in 'Classic Menswear' started by jhcam8, Apr 7, 2009.

  1. intent

    intent Senior member

    Messages:
    4,391
    Joined:
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    Location:
    Portland, ME
    Sierra Trading Post is incredibly rude and ridiculous. As stated, many things fit completely differently regardless of size. If you go into a department store, you may easily "return" 75% of what you try on back on the racks, until you choose just the right thing. Can you imagine a store expecting to stay in business if they limited how many things you could try on before you had to make a purchase? They would not stay in business very long.

    Why so many people have attacked the poster is beyond me. I agree that these are very shoddy business practices. If STP doesn't like returns then all they need to do is state clearly what their acceptable return policy is. For people who obey their rules, it's uncalled for to send them a nasty letter as the poster received. What happened to "customer satisfaction?" Most online stores expect returns and are required by law to accept them since people can't buy things until they see them, try them on, and see if they fit. Why try to put consumer protection back in the dark ages? Think about that for one minute. Consumer rights have been hard won and no online retailer has to get in or stay in the business unless they agree to follow the law and provide their own return policies. Simple enough.

    I'm not going to bother going into detail, but your comment is idiotic. Please step up your future posts.
     
  2. acidboy

    acidboy Senior member

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    21,170
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    Mar 13, 2006
    wow, joined just to diss stp...
     
  3. FELT

    FELT Senior member

    Messages:
    117
    Joined:
    Aug 19, 2006
    Location:
    West of Eden
    wow, joined just to diss stp...

    And on an 18-month dormant thread! (though I don't entirely disagree with her comment).
     
  4. Bartolo

    Bartolo Senior member

    Messages:
    683
    Joined:
    Jun 29, 2009
    Location:
    Boston Area
    Sierra Trading Post is incredibly rude and ridiculous. As stated, many things fit completely differently regardless of size. If you go into a department store, you may easily "return" 75% of what you try on back on the racks, until you choose just the right thing. Can you imagine a store expecting to stay in business if they limited how many things you could try on before you had to make a purchase? They would not stay in business very long.

    Why so many people have attacked the poster is beyond me. I agree that these are very shoddy business practices. If STP doesn't like returns then all they need to do is state clearly what their acceptable return policy is. For people who obey their rules, it's uncalled for to send them a nasty letter as the poster received. What happened to "customer satisfaction?" Most online stores expect returns and are required by law to accept them since people can't buy things until they see them, try them on, and see if they fit. Why try to put consumer protection back in the dark ages? Think about that for one minute. Consumer rights have been hard won and no online retailer has to get in or stay in the business unless they agree to follow the law and provide their own return policies. Simple enough.


    Welcome to StyleForum! Please let us know if there are another other 18-month-old threads with which you disagree. We await, patiently.
     
  5. bellyhungry

    bellyhungry Senior member

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    Mar 18, 2010
    75% return rate?

    Who paid for the return shipping?
     
  6. winston

    winston Senior member

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    1,541
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    May 6, 2008
    75% return rate? Who paid for the return shipping?
    They're talking about putting things back on the rack when browsing in a store. It just occured to me that you might know that, but I'm replying anyway.
     
  7. empirestate

    empirestate Active Member

    Messages:
    31
    Joined:
    Aug 14, 2010
    I got one of these for breaking 60% so I think they've lowered the limit. I was curious about how this number is calculated so I emailed Lee Macias. He was very helpful and courteous in his answer. Quite awesome actually.

    The number is based on dollars with a rolling average over five years. So if you've bought $5k worth of stuff and returned $2k of it, you're fine. Buy a couple of $1k suits, a $500 jacket, return all three and you're going to get flagged.

    Wondering how to calculate the return rate (do you base it on dollars, units, or some combination?) is actually an interesting problem. The effect of their calculation is I'm unlikely to buy another $1,000 suit because I know a return will skew my percentage in a way that returning a $80 shirt won't. Like most people, I'm much more likely to return an expensive item if it's not close to perfect. So one can see the problem STP has in basing their calculation on dollars. If STP bases the return number on units, that has different problems.

    I have no problem with STP doing this. They're a business, have to watch out for their bottom line, and have every right to tell costly customers to go away. I was making a habit of buying two of everything (in different sizes) and then returning one, sometimes both. I deserved to get dinged. Now I'm more cautious - but also buy a lot less. I actually wouldn't have a problem paying a restocking fee for something like a suit or sports coat because I know there's a good chance I'd return it.

    tldr; Returning expensive items at STP is more likely to get you flagged.
     
  8. KObalto

    KObalto Senior member

    Messages:
    4,310
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    Mar 22, 2008
    Okay, here's my weird STP return story. I've bought a lot of stuff from them, had to return a few items but have always been happy with their service and products. I bought an Isaia suit on deep discount in my usual size of 42R. I have bought Isaia from them before in this size and the fit was fine. The copy on the suit noted it was "Modern Fit" and the fit was slim but all Isaia fits slim. I got the suit for somewhere around $700-800.
    The suit arrives, gorgeous fabric, wonderfully made, but it arrives in a cardboard box in perfect condition with the suit inside a plastic bag. The suit itself is soaking wet. WTF? I let it dry out, try it on, and it's a little on the small side. Shrunk? I don't know.
    I call STP, ask if they had some kind of leak in their warehouse. They say no, and are as mystified as me. Filthy bargain hunter that I am, I ask if they will give me a serious discount. They explain they can't because it was already marked down 65% or whatever and offer me a small credit to cover dry cleaning. I counter that they can't really re-sell it if I return it but they remain unmoved. I returned it.
    I think STP was quite reasonable and friendly throughout but how do you get a soaking wet suit suit shipped to you in a dry undamaged box? This was a one-time occurence but quite bizarre.
     
  9. forex

    forex Senior member

    Messages:
    6,595
    Joined:
    Apr 15, 2008
    Okay, here's my weird STP return story. I've bought a lot of stuff from them, had to return a few items but have always been happy with their service and products. I bought an Isaia suit on deep discount in my usual size of 42R. I have bought Isaia from them before in this size and the fit was fine. The copy on the suit noted it was "Modern Fit" and the fit was slim but all Isaia fits slim. I got the suit for somewhere around $700-800.
    The suit arrives, gorgeous fabric, wonderfully made, but it arrives in a cardboard box in perfect condition with the suit inside a plastic bag. The suit itself is soaking wet. WTF? I let it dry out, try it on, and it's a little on the small side. Shrunk? I don't know.
    I call STP, ask if they had some kind of leak in their warehouse. They say no, and are as mystified as me. Filthy bargain hunter that I am, I ask if they will give me a serious discount. They explain they can't because it was already marked down 65% or whatever and offer me a small credit to cover dry cleaning. I counter that they can't really re-sell it if I return it but they remain unmoved. I returned it.
    I think STP was quite reasonable and friendly throughout but how do you get a soaking wet suit suit shipped to you in a dry undamaged box? This was a one-time occurence but quite bizarre.


    I bought a pair of wool incotex trousers last week,the package came and trousers were in plastic bag and while they weren't wet or anything,they smelled like their warehouse burned down and they pulled the trousers out of ashes. Well, no biggie,I like the trousers and will just air them out. However, sending a wet suit is fucking crazy,I wouldn't keep it even if they offered me a discount.
     
  10. HarleyBob

    HarleyBob Senior member

    Messages:
    411
    Joined:
    Jun 12, 2010
    I used to purchase a lot from STP. I finally got feed up with their pricing strategy. Hell, I don't have the time to constantly watch their sales. They have a different sale every day and I don't like the fact that if I buy an item one day, somebody else buys it the next day for less than I paid. I purchased 2 hickey freeman sportcoats from them I tried to get them to refund me the difference (literally there was one day between when I bought it and it went on sale for $100 less.)

    I understand companies putting items on sale. They all do that, but there is some consistency or rhyme or reason for their sales. With STP, it all depends on how the wind is blowing that day and what kind of mood the sales department is in.

    For the record, I also hate the pricing strategy of the airlines. The first thing that goes through my mind when I board a plane is, who on the plane paid significantly less than I did for my ticket?

    I have returned the sportcoats simply out of principle. In addition, I went though my closet and returned everything else I had purchased from STP that hadn't been worn.

    I refuse to purchase from them ever again. I just won't play their pricing game.
     
  11. forex

    forex Senior member

    Messages:
    6,595
    Joined:
    Apr 15, 2008
    I used to purchase a lot from STP. I finally got feed up with their pricing strategy. Hell, I don't have the time to constantly watch their sales. They have a different sale every day and I don't like the fact that if I buy an item one day, somebody else buys it the next day for less than I paid. I purchased 2 hickey freeman sportcoats from them I tried to get them to refund me the difference (literally there was one day between when I bought it and it went on sale for $100 less.)

    I understand companies putting items on sale. They all do that, but there is some consistency or rhyme or reason for their sales. With STP, it all depends on how the wind is blowing that day and what kind of mood the sales department is in.

    For the record, I also hate the pricing strategy of the airlines. The first thing that goes through my mind when I board a plane is, who on the plane paid significantly less than I did for my ticket?

    I have returned the sportcoats simply out of principle. In addition, I went though my closet and returned everything else I had purchased from STP that hadn't been worn.

    I refuse to purchase from them ever again. I just won't play their pricing game.


    This is such bullshit,I don't even know what to say. Why do you even care about what other people pay for things? Mind your own business and pay for it if it offers you equitable value.
     
  12. KObalto

    KObalto Senior member

    Messages:
    4,310
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    Mar 22, 2008
    I enjoy the hunt, checking back until something hits a price point where I will pull the trigger. Sometimes I shoot too soon. That's how it goes.
     
  13. westinghouse

    westinghouse Senior member

    Messages:
    1,329
    Joined:
    Jan 17, 2010
    Location:
    NYC
    It only took me one order from STP to realize they have nothing I want-ever.
     
  14. NewYorkIslander

    NewYorkIslander Senior member

    Messages:
    9,911
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    Mar 22, 2008
    Location:
    Breuckelen, NY 11209
    I don't know about all this hubbabaloo. First, re: STP, they accept returns? Then they shouldn't have a problem with people returning stuff. And I don't think they do. The original letter asked the customer simply to give them a call if there are sizing problems. They just want to make sure that their customers are happy with what they order.

    I do think 75% is a lot. I don't order much online anymore, but when I do, I'll certainly return somethings that don't fit. (Just did so with a pair of Levis, but I ordered the next size down after talking to a customer rep). I guess the problem with STP since they sell at deep discount, those "other" sizes aren't always available to swap.

    I don't think anyone is in the wrong here. Sure STP has a right to watch their bottom line, but they're looking not to keep their losses low, but to increase their profit. Whereas the customer who is dissatisfied, if unable to return, is not dealing with profit, but a 100% loss.
     
  15. KObalto

    KObalto Senior member

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    4,310
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    Mar 22, 2008
    It only took me one order from STP to realize they have nothing I want-ever.

    Sunspel, Isaia, Chrysalis, Belvest on deep discount?
     
  16. Tjazz

    Tjazz New Member

    Messages:
    2
    Joined:
    Oct 31, 2010
    Lots of valid points here. I too got a little push back from STP for returns, in the form of withheld deal flyers (although I was more like 30-40% returns for a while). I have filled my closet with good Isaia, Belvest, Corneliani, and Testoni goods from STP, but it is not easy. When one drops $1K on a suit or $300 on shoes on line based on a tiny picture or general description, the company must have a generous return policy to remain viable. It's not like we're buying underwear or a fleece jacket here. So sometimes I have to buy two sizes in something just to make sure one fits. Calling their Customer Service reps in advance doesn't help, since they simply read the catalogue description along with you and can only guess on the rest. Think about it. If one were to see all the STP items in a store and try them on, what would the return rate be? I know mine would be zero because I could assess fit, color and style BEFORE I buy, which is impossible with STP or most online firms. To me, when I open the STP box it's like I walk into a store to try on the item for the first time. If it doesn't work, then I put it back on the rack, or in this case back in the box.

    So I get the various viewpoints, and would challenge someone who returns nearly everything to choose another merchant or do a critical self-assessment. But STP would do well to give anyone a final warning if their return rates were becoming unacceptable, AND hire some staff who have the depth of knowledge of the items they sell in order to give us better buying guidance in the first place.
     
  17. Big T

    Big T Senior member

    Messages:
    235
    Joined:
    Jul 6, 2010
    Location:
    Rural Penna.
    75%??????????? If I were STP I would have shut customers off at at 33% (and even that is high).
     
  18. maggie1

    maggie1 New Member

    Messages:
    1
    Joined:
    Feb 20, 2016
    I got this one too, I am so bummed! I have totally loved STP, but like jhcam8 said, the sizing is inconsistent, and reading about a product is not a replacement to trying it on. They stopped sending me coupons too. How does this read to you guys?

    Dear Maggie,

    I am writing again to address your level of dissatisfaction with our products and service as evidenced by your consistently high return rate. As you know, we contacted you on 3/28/2014 regarding this issue. However since then your return rate has continued to exceed 60%. At that time we asked you to use our customer service department for sizing recommendations and additional specifics regarding the products you are interested in.

    If you haven’t been in touch with our customer service department, I encourage you to call, email or use our 24/7 online chat to contact them. Did you know 9 out of 10 customers get a live person on the phone within 30 seconds and on-line chat is staffed 24/7? Our representatives are highly trained and always helpful. From sizing to product specifics, they can answer any questions that may be lingering before you purchase an item. Please use these tools to help guide you into the most confident purchase possible.

    Unfortunately, if your return rate continues to be high, we will have to assume that we are unable to meet your expectations, in which case it may be best for us to discontinue our business relationship. Obviously, this is not what we want. We want to work to maintain our relationship. Please let us know how we can help.

    If you have questions about our return policies, feel free to contact me directly.

    Sincerely,


    Lee Macias
    Account Relations Specialist
    307-775-8312
    lmacias@sierratradingpost.com
     
  19. taxgenius

    taxgenius Senior member

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    Mar 23, 2007
    Sounds reasonable.
     

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