Sierra Trading Post - on the bad list

[jhcam8]

I just received this from STP Customer Service - at first I thought it might be some kind of scam, so I wrote them and they said that they did in fact send it out. I don't know how long I've been ordering from them, but many years, certainly - probably the early '90's at least. My last invoice says that I've saved $61,488.15 over retail on prior purchases, so I've bought (and kept) a fair amount from them. Considering the kind of merchandise they carry, returns have to be part of the business model, e.g., I tried a few suits a while back, all the same size, and they all fit differently - this shouldn't be a surprise to anyone.
I know that everyone's trying to reduce costs, but you'd think that retaining customers might be a priority and sending a snarky letter wouldn't be my first choice. The last sentence has me looking over my shoulder for some knee busting goons.

The letter:

Dear xxxxxxxxx,

I am writing to address your apparent dissatisfaction with our products and service as evidenced by your consistently high return rate.

On average you return over 75% of your purchases and I am certain this is as troublesome to you as it is to us. To us it is an indication that we have failed to provide you the level of quality and service that we aspire to, and clearly we have been unable to meet your needs.

In the future I would encourage you to use our customer service department for sizing recommendations and additional specifics regarding the products you are interested in. We will do our best to resolve concerns, sizing issues, and other questions before the items are shipped.

We hope these efforts will raise your level of satisfaction with your purchases from us. A continuation of your past dissatisfaction level is not healthy for you or for us.

Sincerely,


Lee Macias
Account Relations Specialist
307-775-8312
[email protected]

 

[sho'nuff]

i dont see anything wrong with it. just their polite way of saying please see if you alleviate them of any cost incurred by these services to you. not like others, where they charge you to return and restock, they take in those costs to try to gain your patronage, but if you continually return stuff at their cost, ( i understand trying to buy online is not always the best, and i do my fair share of returns and exchanges) it is just not good for business.
when i do returns on gilt or where have you, they always charge me enough ship price to cover the return, or will subtract the ship cost, so as to not affect them in any way but my own pocket.

 

[Douglas]

What are you crying about? It's not like they cut off your ability to make returns, which is what BestBuy or any other sensible retailer would have done.

There are getting to be too many douchebag customers who would dick a retailer over for $5 in savings in a heartbeat, and then want to have their balls fondled by the same retailer while they do it. Too many of these posts in here lately.

 

[robin]

There's no snark in that letter.

 

[otc]

If you actually return 75% of the stuff you buy, then it sounds like you have a problem...

at least they are nice enough to keep taking it back.

 

[StopPolloition]

They were rather polite and professional about it. The letter also seems clear that they want to retain you as a customer. This is hardly snarky. I can understand you need to return something that does not fit you the way you want it to, but still, 75% returns is rather high. Considering how low their profit margins are compared to many retailers, I don't believe their actions were unjustified. In fact, even with retailers who have a high profit margin, you'd probably encounter even more "snark" than this.

 

[HomerJ]

75% ??

 

[Cary Grant]

Originally Posted by robin

There's no snark in that letter.

Originally Posted by otc

If you actually return 75%... ...at least they are nice enough to keep taking it back.

Originally Posted by sho'nuff

i dont see anything wrong with it. just their polite way...

Originally Posted by Douglas

What are you crying about? It's not like they cut off your ability to make returns, which is what BestBuy or any other sensible retailer would have done.

There are getting to be too many douchebag customers who would dick a retailer over for $5 in savings in a heartbeat, and then want to have their balls fondled by the same retailer while they do it. Too many of these posts in here lately.

Originally Posted by StopPolloition

They were rather polite and professional about it. The letter also seems clear that they want to retain you as a customer. This is hardly snarky.

I have to agree with everything said here.

 

[unjung]

Didn't we have a nearly identical post a few months ago, except the vendor in question was Amazon? In my opinion, purchasing and returning online - "trying on" - to this extent is unreasonable and the vendor is in the right to cut a customer off.

 

[Nataku]

Originally Posted by otc

If you actually return 75% of the stuff you buy, then it sounds like you have a problem... at least they are nice enough to keep taking it back.
+1. Any other normal retailer would have put you on a "warning" list or something to prevent further business from you. I sure would.

 

[mikej77]

I can't believe they haven't cut you off yet. As for the $61,000 savings, is that including all of the items you returned???

 

[Cary Grant]

And people wonder why I still prefer bricks and mortar

 

[gdl203]

over 75% ?

 

[Ataturk]

Bummer. I've returned a lot of stuff I've bought there as well, it's just the nature of buying things like tailored clothes over the internet.

 

[sloane3]

Originally Posted by mikej77

I can't believe they haven't cut you off yet. As for the $61,000 savings, is that including all of the items you returned???

$61000 savings over retail total.

Safe to assume he's a cheap bastard so he only buys at least 80% off retail.

$15000 spent of which over $11250 is returned.

Since the early 90's he says.

He spends $200 a year there. How dare they.