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Saga needs to step their game up

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Michael_Thatcher
Posts: 523 - Karma: 3,469
Going along with the current influx of rants posted here on NS, I would like to speak out about my disappointment with Saga. I placed an order on their site quite a while ago (October 19) and only today (November 13) received all of my stuff. I bought various hoodies, tees, and jackets for a total of $450. All of this new gear was for some of the guys I ride with as well as myself. It was almost a month before we got our stuff, leading to a huge disappointment when their website advertises that all items ship within 24-48 hours. Throughout this entire process I didn't receive a single email from the company as to why they were delayed. The only way to talk to an actual person is to call an iPhone number for support, and even then, the guy who answers really has no idea what's going on. On their instagram page they promised compensation to Canadian customers who received delays in their ordering, I however received no sort of compensation (unless you count a single lousy stickers). On their website they advertise that this year they've changed their shipping to Canada to:
  • Eliminate extra fees: No more Customs Duties or Taxes
  • Receive orders faster
  • Easily track orders

    • NONE OF THE ABOVE HAPPENED. I still had to pay Saga a 7% processing fee, it took almost 4 weeks to get my stuff, and I wasn't able to track my order whatsoever.

    On the other hand, I bougt a virtika jacket during their special pre season ordering deals, scored a fantastic 20K waterproof jacket for $200 and got a whole bunch of free goodies (stickers, beanie, balaclava, bandana, posters). I also got free shipping to Canada and didn't have to pay a 7% processing fee to Canada like Saga makes you do. My Virtika stuff also arrived 4 days after ordering it!


    It seems Saga doesn't really care about their customers and believes their customers will just fall into buying their clothing because lots of people on Newschoolers thinks it's awesome.

    Saga really screwed it up this time and I was much happier with my experience with Virtika (The guys who pour chocolate milk on girls tits). In the future I would be happy to purchase more goods from Virtika, they're a fantastic company who's being creative in their marketing while still keeping the customers pleased.



    Stay Golden Virtika

    Click for larger image

    Nov 13 2013 6:44PM
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    hippy.
    Posts: 3106 - Karma: 14,364
    There outerwear is pretty expensive..$260 for a 2L shell? No thanks..
    Nov 14 2013 8:14PM
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    Lachie.
    Posts: 356 - Karma: 1,550
    Still haven't got my Trollin' mask :/
    Nov 14 2013 8:20PM
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    Saga.
    Posts: 3812 - Karma: 45,331
    Let us start with an open apology. When Saga sought out a solution to the Canadian customs and past shipping issues we did so in the good faith of enhancing our customer experience, not degrading it. Our goal was to ease customs duties and pass the savings on to the customer but this has not come without its hardships, everything will get better with time. This is by no means a white flag or letter of surrender. We know that once our customers get their packages they will remember exactly why they placed a pre-order with Saga Outerwear. Other companies will use this confusion as a way to gain awareness for their respective brand and that is just the way business works. We took that same route to get our foot in the door initially, making Saga shine bright when others where failing. The difference now is we are in a position to help lead the industry and it not our place to prey on the shortcomings of others, we welcome the challenge. No one starts a business with the mindset of “this will be a piece of cake”, the day-to-day battles are what make the return and reward worth fighting for. Saga will face this challenge head on until a resolution for every customer is made. We live, learn and push forward, leaving our mistakes in the past and paving the way for a better experience in the future. This is still the same brand that you and the rest of the NS community have helped raise for over 8 years, we haven’t lost sight of that. It is impossible for us to be all over the world at one time but through social media we have built the #sagafam, connecting with fans, friends and new comers to the brand alike. We value our customers and show it through the many contests, free giveaways and loyalty sales hosted throughout the year. As we speak thousands of Canadian orders are making there way to the end customers. Moving forward we ask those same people who have waited tirelessly for their orders to give us this same level of honest feedback on the 13/14 collection. We will continue to build our independent brand within this tight knit community for the greater world at large. Thanks for the honest feedback!

    - Angus.
    Nov 14 2013 8:43PM
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    Anathema
    Posts: 21048 - Karma: 5,061
    would just like to see more options.


    t's and hoodies in simple black or heathered grey is a little boring. i would have ordered a bunch if they had reds and blues and greens and shit. instead i found myself on websites like smith optics or armada for some pretty nice casual ski wear with some variety in styles and colors.

    not to say that i'm dissatisfied with saga, but black/white/grey can only get you so far.
    Nov 14 2013 8:46PM
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    Saga.
    Posts: 3812 - Karma: 45,331
    Did you see all of these? http://www.sagaouterwear.com/collections/hoodies
    Nov 14 2013 8:49PM
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    cyberginger
    Posts: 574 - Karma: 7,082
    ANUS I MEAN ANGUS HAHAHAHAHAHAHAHAHA
    Nov 14 2013 9:16PM
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    hallatt7
    Posts: 517 - Karma: 131
    Saga made a big jump to get into some stores selectively through the U.S so just relax its a big jump for them. You make a order of $450 my shop makes a order for $9,000...In the end the quality of product is there and they will figure it all out the customer service and shipping.
    Nov 14 2013 9:22PM
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    TimRiley
    Posts: 1873 - Karma: 1,327
    I did not see a post from any of your competitors that was attempting to be prey on your shortcomings or speak negatively about you in anyway.
    Nov 14 2013 9:36PM
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    Saga.
    Posts: 3812 - Karma: 45,331
    The very first post after OP? We didn't say anything about negative speaking.
    Nov 14 2013 9:59PM
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    TimRiley
    Posts: 1873 - Karma: 1,327
    I guess I didn't take the first post that way. I just meant it didn't seem to me like anyone was trying to take advantage of this situation, poor choice of words on my part about speaking negatively.
    Nov 14 2013 10:12PM
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    Dandurand
    Posts: 95 - Karma: 35
    3 weeks into the ski season and I hadn't received my gear. I've been ordering from Saga for the last 5 years, each and every year and when they shipped right from the US things were smooth and easy with tracking numbers. This whole Canadian distribution was a fiasco, I still paid in US dollars and shipping took even longer. I mentioned this to Saga when I emailed them inquiring about my order, Id rather just pay the duty and get the suit while theirs snow on the ground.

    Still kick ass gear though guys, I know every business has growing pains. You'll have my business again next year.


    Nov 14 2013 10:55PM
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    Anathema
    Posts: 21048 - Karma: 5,061
    yeah, but it's only one type of blue and one type of red on the more expensive poly whatever ski hoodies.

    i was hoping for some normal ass cotton/poly blend $49.99 hoodies (which is what pretty much everyone will wear for casual clothing) in greens, navy, royal, orange, even yellow or solid snow white.

    saga seems to have one shade of red, one shade of blue, and a whole bunch of selection for black/grey for pretty much every article of clothing.

    i like the stuff, don't get me wrong, but it would be awesome to see you guys stock some nice color mixes for some of the normal casual wear.

    and then maybe throw in some henleys, 3/4 baseball shirts, long sleeve cotton shirts, stuff like that. cause that's what i look to order when im shopping. different things in different styles. otherwise im just limited to getting one hoodie and one t-shirt when all the selection is pretty much black and grey. im not a fan of your red or blue (and i know that's personal preference) but when that's all there is in terms of options, that kinda kills it.

    chuck in some royal. forest green, maybe a lighter army green, some orange and yellow, crimson red, a few of those faded heathers, and all of the above with all your various logos in cotton / cotton+poly blend / slim / tall / fitted / loose / long sleeve cotton / etc and you'd have me (and im sure lots of other people) buying like 10 different things, haha.
    Nov 14 2013 11:09PM
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    NH_OPERATOR
    Posts: 1070 - Karma: 2,883
    Dude the full poly hoodies are amazing. Just get one is a normal size and youll be fine. They are so god damn warm and double as a fully functional mid layer due to being fully poly. Cotton hoodies really have very little place in the ski world.
    Nov 14 2013 11:44PM
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    .Duncan.
    Posts: 1375 - Karma: 459
    It must be hard to have such low level reading skills.
    Nov 15 2013 12:03AM
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    Whydoineedthis
    Posts: 282 - Karma: 249
    I've personally ordered Saga stuff on Evo and it came on pretty good time...Maybe if you want some saga stuff order from there?
    Nov 15 2013 12:05AM
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    nolans15
    Posts: 13 - Karma: 45
    Keep it up Saga, props for owning up to it.
    The gear is worth the wait. Saga is still a very unique company and I'm sure it takes time to work out the kinks.
    Nov 15 2013 12:41AM
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    Parks.
    Posts: 5612 - Karma: 1,093

    well first of all, that is not the only way to contact them. there is this thing called E-Mail

    (thats spelled E - M A I L)

    my time with Saga was short but wonderful. ordered a sweatshirt and got it withing 5 days, wasnt too fond of the size so i exchanged it ( VIA EMAIL) and added a shirt and recieved everything within 5 days again. maybe try a little harder to get answers

    Nov 15 2013 1:14AM
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    .Duncan.
    Posts: 1375 - Karma: 459
    Thats the thing though, its so wildly inconsistent I would rather order from someone I know I can get a hold of immediately. I've experienced stellar service where I got a quick and helpful response within one day and then with another purchase it took over a week and multiple phone calls just to get a generic and unhelpful response. I can almost understand if they were busy skiing or shipping but thats no excuse to not respond to the customers that support your business. I think they are getting a bit better with the shipping and distribution but I would rather see that be smoothed to perfection before they decided to devote resources to some gimmicky app or other brand promotions.
    Nov 15 2013 1:31AM
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    K-Dot.
    Posts: 3739 - Karma: 7,738
    What's up with the quality of the anomie going down? Correct me if I'm wrong but the price didn't go down did it? Compared to virtika who actually ramped up the quality of this years stuff
    Nov 15 2013 1:34AM
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    Parks.
    Posts: 5612 - Karma: 1,093
    are you sending emails one the weekend? because they clearly state that they are not there during the weekend
    Nov 15 2013 1:38AM
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    .Duncan.
    Posts: 1375 - Karma: 459
    I have no fucking clue, and I could look it up if I needed but thats besides the point that it shouldn't take over a week to get an email response.
    Nov 15 2013 1:44AM
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    CJ_Brown
    Posts: 418 - Karma: 171
    Saga has always had great customer service and still does, last season the zipper on my on deck jacket broke somehow in the first week of the season so I immediately emailed them and told them what happened. They responded the next day saying that should not have happened and to pick out an anomie jacket and they'll ship it off right away(they upgraded my jacket). I responded with a color way and in 3 days a brand new anomie was on my doorstep along with face tubes and lots of stickers, I hadn't even shown them a picture of the zipper or shipped the broken jacket back yet! If that doesn't show how much a company is willing to do for their customers, I don't know what will. They also paid for the shipping of the broken jacket, back to them. Best experience I've ever had with a company. Saga will fix it, and I'm sure they'll help you in anyway they can.
    Nov 15 2013 2:13AM
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    TCuv
    Posts: 152 - Karma: 51
    In the defense of Saga, you did place your order in the very midst of their pre-order shipping hype.... give them some credit, the quality is fantastic, and did you really need it THAT badly before the middle of november?
    Nov 15 2013 2:39AM
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    Uah
    Posts: 1104 - Karma: 176
    I love the classics (black/white/grey). They look good with just about anything. Although I will never buy any white outerwear, there is just no way to keep it from getting filthy.
    Nov 15 2013 4:16AM
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    LethalDescent
    Posts: 275 - Karma: 939
    Late to the party.
    Nov 15 2013 4:26AM
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    JAHBRADOR
    Posts: 3004 - Karma: 17,069
    Are people this caught up about having new stuff for he season? Fuck, like its not difficult to wear the stuff you had from last year.

    I wonder who the first Justin Bieber of skiing will be? You guys are little pussies. This ain't fashion.
    Nov 15 2013 4:47AM
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    beraleg
    Posts: 16 - Karma: -135
    I'm disappointed with Saga too. I had heard good things about the company, but recently I bought on-line the Alps Camo pants and several days later, when I had given the track number and of course after paying, they told to me that these pants are sold out. Of course, I can't understand anything, and I have not to much explanations about this incident. Also I live in Spain, so I have no idea when they will arrive, only told me that they will send them when they are in stock and don't know when that will happen. I hope that they keep me informed and of course purchase comes, I have no desire to feel cheated by a company I trusted.
    Nov 15 2013 6:21AM
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    .squirrely.
    Posts: 7563 - Karma: 7,546
    saga is played im way too hip for it
    Nov 15 2013 6:56AM
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    steezysteeze
    Posts: 1739 - Karma: 1,012
    Most of the people outing saga need to do their homework... I ordered in June and got my hoodie yesterday, couldn't be happier. I knew it was going to take this long as it was a pre order and they said it wouldn't be until mid October when things would start to ship. Usually it takes a long ass time to receive shipments from the states out here in Nova Scotia so IMO it came right on time. And to my door via fedex, which was very nice. Also I couldn't be happier with saga's customer service, plenty of times they've helped me out with my stupid questions.
    Nov 15 2013 7:35AM
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    daannnnieel
    Posts: 5163 - Karma: 4,293
    i'm pretty sure that it's becase the moths following summer they get fucking slammed with orders. You, and a bunch of your high friends try to run a warehouse.
    Nov 15 2013 11:11AM
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    MTshred
    Posts: 117 - Karma: 22
    The 2012 Ride For Tanner Rail Jam in Missoula MT, had the Saga logo (which they sent us promising to be a sponsor) plastered all over our ads, posters, and radio announcements. We were expecting gear to give out for prizes/raffle and had contacted Saga with conformation that a box would be shipped months in advanced. Day of the rail jam came, no merchandise and about 5 ignored emails from us had been ignored.

    Never made any stink about it because it was not really worth it after the fact. Also I had a hunch it might have been due to a shithead individual (he knows who he is) who has ties to the company and not the company itself, but we never followed up on it.

    Armada came through with a bunch of great outerwear and have been incredibly supportive of the cause through the whole thing. Love the Saga gear I have had in the past but after that horrendous communication occurred I have not considered the brand at all.

    This may seem late and pointless but it is something that has been irritating me since it happened. The simple fact that so many emails were ignored and the horrible communication completely turned me off from trying again, But most importantly it let down a lot people involved in a great cause.

    Summary: Please don't make promises you can't keep.
    Nov 15 2013 11:27AM
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    cRasay
    Posts: 47 - Karma: 61
    It was tottaly diffrent with me! It took like 2 days from park city utah to oslo norway! but saga should give more stickers tho, they gave me 1 sticker
    Nov 15 2013 11:50AM
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    SteezyEvok
    Posts: 290 - Karma: 109
    ^
    Nov 15 2013 11:58AM
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    gingersteeze270
    Posts: 358 - Karma: 784
    Saga is the bunk
    Nov 15 2013 12:48PM
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    the.ghost
    Posts: 117 - Karma: 190
    As the person who laughed at blooms very friendly and timely introduction, I just wanted to clarify that i wasn't dissing them or any other outerwear companies. I have worn saga stuff for years, am currently waiting for my tripleL pants from virtika to come, and think blooms stuff looks dope...that being said I think I lost a little respect for saga with the immature response. You even said yourselves in the one post that you did very similar things in your beginning years, but then took a shot at them for "preying on your shortcomings". Okay, maybe it was a tad vulturish, but I really didn't feel like it was in bad taste. And it really didn't need brought up in that post. Saying that you are in a bigger role in this industry now means that, to me, you just post you apology/explanation without even mentioning a smaller company merely saying what's up to a guy. Not cool. Still love my poly pullovers more than any other hoodies I've ever owned,but if you claim to have grown up, then grow up. Fd/virtika have 10 times the haters you guys do on here, and I've never seen them talk shit on anyone. Just my little piece.
    Nov 15 2013 1:11PM
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    Benseleit
    Posts: 357 - Karma: 159
    go start your own brand you picky fuck
    Nov 15 2013 1:18PM
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    Bastian.
    Posts: 187 - Karma: 227
    Fuck yeah, virtika knows whats up
    Nov 15 2013 1:33PM
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    NoBigDeal
    Posts: 2790 - Karma: 629
    cant please everyone :(
    Nov 15 2013 2:23PM
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    SoAnG
    Posts: 386 - Karma: 388
    To all unsatisfied customers of Saga.  Wait for their stuff to drop at retail stores and deal with them? EVO is one for example.  Be pro active or otherwise, stop the all the crying.  Have a fun season all.
    Nov 15 2013 2:29PM
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    EvanMeyer
    Posts: 3822 - Karma: 3,449
    OH MY GOD WHAT EVER WILL WE DO WHEN WE CANT ROCK ALL OUR NEW SWAG TO THE MOUNTAIN ON OPENING DAY!?



    Get hit by a fucking truck kid, you live in a different country than their warehouse and THEY SPECIFICALLY STATED that there would be delays with the canadian orders because of customs.

    Its kid like you that expect everything to be handed to you on a fucking gold platter. Enter the real world and get your priorities in order. Just because something doesnt come in the mail when you want doesnt mean the world is caving in on you.
    Nov 15 2013 5:10PM
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    Pudge
    Posts: 3718 - Karma: 3,117
    Now Evan, would Mrs. Meyer want you telling 17 year olds to get hit by trucks? Second, do you really think that anyone that has ever uttered a complaint or dissatisfaction of a good or service, "expect[s] everything to be handed to [him or her] on a fucking gold platter?" I say not!

    Also, the world's problems aren't yours. I think it's time everyone enjoyed the weekend, and the fact that some people are skiing
    Nov 15 2013 5:29PM
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    Woodsy15
    Posts: 239 - Karma: 383
    Placed an order September 3rd, didn't receive a single email telling me they were going to be over a month late. Promised extra goods and I got 1 sticker (i got 4 stickers when i ordered an on deck jacket last year). Never. Again.
    Nov 15 2013 5:41PM
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    Take_It_Tall
    Posts: 64 - Karma: 11
    totally agree with OP about FD/Virtika , they're customer service is on point, ripped both my pants and jacket last season in the same fall. They're website states that it will cost a price if out of warranty, which it was. but no questions asked they fixed it up for free and got it back to me fast, with MANY email updates through that time.
    Nov 15 2013 6:24PM
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    Michael_Thatcher
    Posts: 523 - Karma: 3,469
    I realize that I live in a different country, but if you look on their shipping guide (http://www.sagaouterwear.com/pages/shipping) it says that Canadian orders will ship within 24-48 hours, and that we would be able to easily track our orders. Neither of these happened for me and the package just showed up on my door step a few days ago.

    No where on their site did Saga specifically state that there would be delays with Canadian orders because of customs. in fact they even said that we would "Receive orders faster".

    I'm not expecting to have everything handed to me on a gold platter, I just want a company to show some customer care and reach out to us when we have questions and to uphold the promises that they are going to make.
    Nov 15 2013 6:55PM
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    yung-lean
    Posts: 511 - Karma: 2,447
    Ya big ups to virika. saga losing their "customers"
    Nov 15 2013 7:39PM
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    hallatt7
    Posts: 517 - Karma: 131
    It's because they made the move into retail stores ...
    Nov 15 2013 7:54PM
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    Unsweetened
    Posts: 499 - Karma: 1,017
    This fact chimes in to all of us up here in the small freestyle community of montucky. The lack of fulfilling promises could have been a miscommunication, yet the implications of how the company treats it's consumers are clear.

    I still rock two phat SAGA sticks on my whip, and Great Divide (little Freestyle Spot up Ere) supports SAGA for the likewise. Yet, these little details have been ringing in our ears like annoying mosquitoes as of late and its getting to the point where no amount of Camouflage can hide the truth.

    STEP YO GAME UP 
    Nov 15 2013 9:14PM
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    Saga.
    Posts: 3812 - Karma: 45,331
    Once in awhile shit happens. Theres no excuse for missing the shipment to this event. This is literally the only time we have missed shipping something to an event.
    Nov 15 2013 9:21PM
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    FatWhore
    Posts: 2213 - Karma: 1,098
    Cry me a damn river if you cant wait a little longer. All my friends got theirs, then mine came 2 weeks after. I wasnt a little cry baby.
    Nov 15 2013 9:53PM
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    YoungJ
    Posts: 447 - Karma: 883
    FD all the way.... they even sent my sister some free beanies and stuff because there was a mix up on the order.
    Nov 15 2013 10:28PM
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