International Shipping Info

 

Searching on products for intl. customers is on the list of discussion topics for updates to the site.  Hopefully it'll come sooner than later (and before the season starts for the s. hemisphere).

Hi I still have not recieved my refund from TruSnow I have been in touch with Doug, Donald and Mario, after first trying to help they have just started not responding to emails. here is my story:

 

 

I ordered on the 15.okt from Sierrasnowboards,  before the change to TruSnow After a week I was told that my order was delayed since my merchandise had already been sent to Minnesota, but that it would be sent as soon as it arrived. I waited patiently for 2-3 weeks before I contacted customer support, and was told my stuff would be sent "today or "tomorrow. this never happened. During November I was in contact with several staff on your online chat forum, which told me that I would get compensated for my troubles and get a got discount, I was also promissed trackingnr and feedback that I never recieved. I therefore started taking screenshots of my conversations with the staff, since I knew I was just beeing jerked around. If you want I can provide this.
 
Finally late november I got a trackingnr and that my order had been shipped, and I thought that my problems were over, after 3 days it said "out for delivery", but my package was in San Fransico, and I live in Norway. It had been sent to some random person. I therefore contacted cusotmersupport, which said they would redirect it to my address. I continued to check the trackingnr and to my surprise it ended up in Minnesota again. I then called again and got the message that i would not get my order because of a Burton pants which were now on the restricted list, eventhough it was not on the list when I ordered. By this time I was told that my option was a refund, which I accepted. I got 2 emails from TruSnow on the 02 and 03 of december confirming this. I had then been in contact with Doug and Donald at TruSnow 15. dec I had not gotten any money so I contacted Donald, who said you had paid, but that he would check with the bank and give me some feedback. Again heard nothing. Have send him 2 or 3 emails later, but he has stopped responding. I then started to contact Doug, which gave me the same story and has not gotten back to me.
 
After several phonecalls I talked to Mario on monday, explained the whole situation again, and he told me that you had tried to refund but there was a problem with the bank. I was promissed a solution and feedback on tuesday, and as usuall I heard nothing. I then called in again today and was told that my option was to speak with you.
 
I need someone to fix this issue, because nobody seems to get this done. I never get feedback, and when I follow up a broken promise, they just stick their heads in the sand.
 
Its now almost 4 months since I ordered, the season is almost gone, and I still have no gear. I have been lied several times and I'm feed up. All staff members I talk to are trying to push this problem onto somebody else.

 

 

I' m going to use their facebook wall to complain til this is resolved. It is possible to make an review of TruSnow on their facebook site, mine is not going to be good..

 

If they try to rip me off, I atlest make sure they loose some business.

 

Almost 5 months since I make my order, but I'm still going strong!

sending to friends in states can be relatively cheap

depends type of goods you get

small goods like goggles/gloves/clothes can be done on the cheap

there is fixed price options with USPS (Auspost for america)

otherwise, combine a shipment with some mates and use freight forwarder

they scale good with sizeable shipments, not so good with small shipments

 

Have called them 5 times, always the same thing.. they can not give me an answer or have to wait for their boss.

 

Best of all... After sqrewing me over for over 5 months and I have 3 emails from them promesing full refund and even them writing that they ow me 260 $, they manage to send me an email saying that they are sorry for my troubles, but they will only give me half a refund..

 

After demanding full refund, they duck their head in the sand and wont reply..

 

At least they are consistant. BBB.org have now tried 3 times to connact them.. NO REPLY to them ether..