Customer Service Reviews 136

Love the jacket! Excellent, rapid delivery

Had to return (which was NOT free) all but 1 item which I exchanged (and hopefully no problems with that - have not received yet). This is just not a user friendly company online. Items did not look at all as they appeared
in website. I very, very seldom (this may be my second one) rate products or businesses online so.... I have unsubscribed to their emails and will only order from free returns shops from now on.

No website ordering problems. Merchandise appears to be of good quality. Very fast free shipping.

Ordered a pair of RVCA grey jeans for my birthday. Hadn't heard of this brand before, but they are excellent quality and fit perfectly. I ordered several items this day and Altrec's came fast and first.

I order two pairs of sunglasses and paid for them online. Yet, I got an email from another company that was not named Altrec claiming that my payment did not go through and ask for me to contact them. When I did contact them, they said that the email are sent to every person buying product from Altrec and that they are not valid. From this experience, I was all faith, confidence and trust in Altrec, and I will never purchase products from them again.

Items arrived as advertised with no surprises.

Ordered a waterproof backpack for $50 below local retail stores. Received product in under 3 days with free shipping. Product was perfect

Great deals, great experience, no issues whatsoever. Wouldn't hesitate to use them again or recommend them to anyone.

Free shipping was posted on website. Wanted to purchase item. Transaction continued to charge shipping fee. When CS was called I was told the item I wanted to purchase did not apply. Cancelled order.

Got exactly what I ordered, on time and in perfect condition. All for much less than comperable sites

I ordered two pairs of shorts from altrec. Both were too big. I had to send them back and pay for return shipping. I might have exchanged (re-ordered) them, but one was out of stock in my size, and the other did not meet the minimum for free shipping, so I would have had order something else to make up the difference.
Paying for return shipping on items that don't fit is really a big hole in altrec's customer service. Especially with clothing, we really don't know, until we try something on, if it will fit. I am not likely to order clothing from altrec again for this reason-- I will choose a company with free, or at least prepaid (reduced rate) return shipping.

I ordered the RIDE ORION MEN'S SNOW BOOTS GRAY SZ 8.5 on August 2nd and received it in three days.. i was expecting it to take longer. Im a very satisfied customer ..will order for this company again.

Easy shopping and timely delivery. Hat is everything I expected and more!

Very disappointing that a sale item I researched and found and ordered and paid for was not actually available. I understand this happens from time to time but it took over a day for an email to appear that said the order could not be completed. No explanation, no goodwill, just not available. I had purchased the ski pants for a gift. I hate giving negative reviews but you asked.

Always happy with my Altrec purchases.

First of all the item you sent was not the item advertised. Secondly the item took too long to come, and I never received any tracking info as I was told I would. Also it said the USB was compatible with android thats (false) this was not a good experience for me.

Beware if buying ex-US. Bought a sleeping bag and pillow for about US$350. Free shipping in the US but no problem when asked for a $43 shipping charge to Canada. It was fully disclosed and happy to pay. So why then does UPS deliver the products and requires $105 Canadian to hand over the goods????? It is not rocket science to calculate if other taxes or charges apply to Alberta, let alone not advising customers of a near 30% additional hidden cost that made it a lot less competitive that the local Outdoor store here. Very poor.

I called customer service about defective apparel purchased from the store. I have not yet received a response or return label, even though I submitted pictures of the problem. There was no-follow up after the matter.

The items arrived in good time and in perfect new condition. Each was as described on the website, and of high quality. Not much else to say -- I bought winter stuff on sale in June, and won't be able to try it out until next winter.

I purchased 5 products for a camping trip 1 week in advance, and also purchased a 2-4 day shipping upgrade. I immediately received a "Thank you" email, but I didn't receive a follow up email with a shipping confirmation, tracking number, etc. When I followed up (finally) with the company, they were both difficult to reach and unable to resolve my problem. After being transferred, hung up on, calling back, etc, I finally got to someone who explained that my mailing address didn't come through the system. It was at that point too late to ship a product, but they have a warehouse in the Twin Cities and I could simply pick it up — "great," I thought. Coordinating that simple pick up was too difficult for them to pull off. After I think 3 or 4 more calls, I was told that the original idea of me being able to pick up the order was too difficult — they don't normally work that way, and they couldn't make it happen. I ended up buying from Midwest Mountaineering, which cost way more, but I was happy to support a local company that has strong customer service.

Stay way from Altrec at any cost — they don't know what they're doing.