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Topic ClosedTruSnow FAIL

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surgyon View Drop Down
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Direct Link To This Post Topic: TruSnow FAIL
    Posted: Dec/03/2010 at 11:27pm
Never had a problem with a order from Sierra but TruSnow...

umm yeah sooo ordered two items...both supposedly in the same package... so one item wasn't in there, got charged for both...the other sold out while it supposedly was on its way...uuuuhhhhh yeah. Oh yeah, did I mention I got charged for both?

New warehouse staff gotta step up and say something before they ship if all the crap ain't in the box b/c basically all I have for proof of this now is the fact that the box it was shipped in could never have fit both items despite the fact that the manifest lists both items. Already emailed support... just wanted to let everyone know if you are eying a product and there are four or less left there is a good chance it's already gone and they might ship you the invisible version of the product!

TruSnow..Job?
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lineskis View Drop Down
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Direct Link To This Post Posted: Dec/04/2010 at 7:21am
Thanks for the warning
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chillman View Drop Down
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Direct Link To This Post Posted: Dec/06/2010 at 2:15pm
ive been having problems to, i ordered 6 items and 3 were messed up, supposed to be getting refund and exchanges idk soo frustratedAngry
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Direct Link To This Post Posted: Dec/06/2010 at 2:23pm
I have been having ordering problems as well. Only for me, its that my order doesn't even go though. I have tried 3 times on different computers and internet browsers. Confused
Crushing the whistler bike park! Check it out! http://www.pinkbike.com/video/215809/
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kel View Drop Down
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Direct Link To This Post Posted: Dec/06/2010 at 2:26pm
oh man, l just sent some product to a warehouse to hold on for me before l pickup (cross country). lets hope they dont mess up cuz l wouldn't even know how to fix it 
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Direct Link To This Post Posted: Dec/06/2010 at 2:33pm
We apologize for the issues with the ordering on TruSnow!

We are working everyday to resolve the problems with order processing and order picking.

Please feel free to contact me direct on TruSnow and I will do my best to make sure each situation is handled in a timely manner. I personally do not handle sales, but am happy to help the very busy customer service staff.

For the program issue, bonkfisher5, we are working on the fix with the programming staff as I said in the response to your PM.

I appreciate your patience with all of these issues.

- Doug
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Direct Link To This Post Posted: Dec/06/2010 at 2:33pm
Thanks for the Heads up!
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Angry Midget Yo View Drop Down
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Direct Link To This Post Posted: Dec/06/2010 at 5:17pm
I finally got my orders after weeks of waiting but 2 items were wrong either by size or color and I haven't heard a response back yet.

Also, didn't get a comp gift like some other members for waiting so long.
Sessions sucks hairy monkey balls, the end.
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surgyon View Drop Down
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Direct Link To This Post Posted: Dec/06/2010 at 8:47pm
Update: no change...the item came back in stock for a couple hours then sold out again... no word from customer support guess they are busy with a lot of other errors from what it sounds like...ugh
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Direct Link To This Post Posted: Dec/09/2010 at 9:32pm
that sucks man, sorry
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koji3 View Drop Down
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Direct Link To This Post Posted: Dec/27/2010 at 3:53am
Anything since? I haven't had any problems with SS but im still undecided to buy from TS. 
If only Queensland had snow...
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Direct Link To This Post Posted: Dec/27/2010 at 9:38am
I've placed two orders since this OP and the only problem I had was that an item was out of stock after I had placed the order, so they shipped everything else and refunded me the price of the item.
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surgyon View Drop Down
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Direct Link To This Post Posted: Jan/30/2011 at 7:10pm
bought a different item after finally calling and handled fairly well. not super satisfied with alternative but at least they took care of it.
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Angry Midget Yo View Drop Down
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Direct Link To This Post Posted: Jan/30/2011 at 9:48pm
I was suppose to get a refund but the system seems screwed up so I was given a refund but was charged shipping which cancels out my refund and some...
Sessions sucks hairy monkey balls, the end.
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Direct Link To This Post Posted: Jan/30/2011 at 10:18pm
Man that's just pathetic. I love to support the website but it's gunna be hard if I keep seeing threads like this. TruSnow better step up their game if they want returning customers. I know they already lost a lot because of their raised prices... I mean really who does that. I want to order from the site still but I don't know if I'll be able to find the cash. That's why I loved it before, cuz I could afford the sport
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Direct Link To This Post Posted: Jan/30/2011 at 10:29pm
yeah, I'll probably be stuck with the gear I have a lot longer now, since I doubt I will see anymore sales of 80% off!
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Direct Link To This Post Posted: Jan/31/2011 at 5:57am
So, I haven't ordered anything since they went from Sierra to TruSnow I was going to get some flow bindings, but I'm a little worried now! :(
Those of you that have ordered in the past few months...how long does the order typically take? I got my board, boots, bindings, coat and pants all in less than 10 days last winter. What are the chances of it being that quick now? PS I'm in AB, so I know it takes a little longer than for those of you south of the border :P
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ridesnow View Drop Down
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Direct Link To This Post Posted: Feb/02/2011 at 8:46am
Yeah, seems to be going downhill since the new TruSnow name... I don't like it. Customer service doesn't seem to be a priority anymore. Anybody else experience this?
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sxftshrt View Drop Down
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Direct Link To This Post Posted: Feb/04/2011 at 4:30pm
My order got canceled and got charged twice for the transaction. I called the hotline and it was the hotline to The House and I wanted to order from them next...guess not.
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Direct Link To This Post Posted: Feb/04/2011 at 5:00pm
I haven't had any order problems yet, but I am still not pumped about them not having any Sierra shirts in stock for me to use my new free t-shirt coupon. :(
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Direct Link To This Post Posted: Feb/04/2011 at 5:04pm
that sucks buddy..i never had any problems with sierra, i have yet to order from TruSnow but im sure its okay..its a company and youre a customer..even if they screw up you can get something..HAGGLE
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Direct Link To This Post Posted: Feb/12/2011 at 12:34pm
I ordered some new bindings on Wednesday and they got here Friday. I'd say that's pretty damn good for across the border! :)
Now hopefully I love them!
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Direct Link To This Post Posted: Feb/12/2011 at 12:59pm
sierra wasn't perfect either. 

When I tried to redeem my coupon code for free goggles, the system wanted to charge my credit card...then unvalidated my coupon code. I got nothing.

Took me forever to even get an answer from customer service and, when I finally got a response, kept getting pushed around to different staff.  I had to keep bothering them, via emails and thread posts, for about 2 months before I even started to get results...then, eventually, a new code.

not so free
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Angry Midget Yo View Drop Down
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Direct Link To This Post Posted: Feb/28/2011 at 11:09am
It's been what 3 months now and I still haven't been given the refund I was told I was going to receive and now Donald is even ignoring me.  I'm not surprised if TruSnow gets slammed with a bunch of BBB complaints, but not like they care if their rep goes down some more.
Sessions sucks hairy monkey balls, the end.
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Direct Link To This Post Posted: Feb/28/2011 at 11:28am

That sucks Angry, I had nothing but great things to say about Sierra and the only thing I got since they became TruSnow were free goggles.  Hopefully they will step it up and hook you up with something for this or else they could start losing customers quickly, they don't have the 70% off sales to keep people around like they used to.  Customer service is the only thing that can seperate them from the other companies at this point.

I mock your value system and you look foolish in the eyes of others. - Homer Simpson
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