- Report: #1352504
Complaint Review: Cabela's - Internet
Reported By:
Beth90 -
massena, New York, Afghanistan
Submitted:
Updated:
-
Author Confirmed
Why?
Cabela's
Internet, USA
Phone:
18002374444
Web:
www.cabelas.com
Categories:
Business Rating:
(0)
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Cabela's Worst Customer Service Experience Internet
I live in upstate NY and was looking for a warm down coat. I found one I liked on Cabela's website and ordered it. 12 days later, I received the medium coat. I always take a medium but this coat fit so tight I could not wear a sweater under it. If you need a down coat, you most likely wear sweaters. Also, the hood snap broke off as I gently lifted the coat out of the packaging.
I returned the coat and explained the problem, and requested a size large and also listed the item code for the large on the return label. The return department must not be able to read english because, 14 days later, I received another medium.
I immediately called Cabela's customer service line. I couldn't get through so I called the sales line which was answered right away. I calmly explained the problem to the rep and asked if I could have another coat in large expediated to me. she said no and offered to put me through to Customer service but to expect a long wait. I Was on hold with customer service for an hour so I hung up and sent an email instead. I didn't want to wait another 14 days for my coat due to their mistake. The reply was sorry but you will have to wait for another exchange, we cannot expedite the shipping.
So here I am 17 days later and no coat. I check the order history on my account and it says it was canceled. Cabelas canceled my order and never refunded me, no phone call , email nothing.
I called today and was able to talk to a customer service rep who was very nice and apologized for my horrible experience. She explained they were out of the size large and wasn't sure why I was never informed or refunded. All she did was put in a request for a paper check refund minus the shipping costs!!! I asked if this coat was available in a store or could they at least give me my original money back on my card etc. Who even knows if I will see any refund.
Between the return dept, sales rep and customer service, I had 5 interactions all together with Cabela's throughout this experience. That's 5 chances to get this right, and all 5 did nothing. I guess Cabelas doesn't need repeat customers. A very disappointing experience considering Cabela's good reputation. Not what I call excellent customer service, buyer beware.
