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Poor Service by Backcountry.com

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Chasing-Storms
Posts: 390 - Karma: 174
Purchased a set of Bindings on Backcountry.com Atomic STH2 WTR. Poor result by Backcountry. Seems other people have had the same problem with being mislead.

http://www.epicski.com/t/137726/wtb-100mm-brake-for-salomon-atomic-sth2-wtr-13


Review:

Purchased these bindings after doing plenty of research online to find the right bindings for me. After clicking the drop down menu and selecting the 100mm I clicked add to cart, and purchased the bindings. After two weeks they arrived at my door, to find the package did not include brakes? I asked the online team for help to which they replied " it was stated in the very bottom of the description they did not have brakes" and they could offer no other help. How is this fair when your other binding listings clearly show that the item "does not include brakes" where as these you hide that fact at the very bottom of the description. I feel as you have completely misrepresented the listing. Why even have a drop down menu of 100mm, if there are no brakes with the bindings? Why does the picture provided even have a set of brakes in the photo? Further research shows other members of the skiing community have been caught out? (http://www.epicski.com/t/137726/wtb-100mm-brake-for-salomon-atomic-sth2-wtr-13)





Yes I know I should of read the description, but how poor is it that it is not disclosed in plain site like their other bindings.
May 26 2015 5:06AM
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SFBv420.0
Posts: 2539 - Karma: 3,124
one moronic babblin bear aint exactly the skiing community
more like 2 idiots who didn't read full product description
from 2 different skiing forums.
May 26 2015 7:22AM
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~~~~~~~~
Posts: 2345 - Karma: 2,104
well good thing backcountry has such a kick ass return policy.
May 26 2015 7:38AM
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cydwhit
Posts: 5074 - Karma: 43,034
Yeah, in my experience Backcountry has had just about the best customer service ever, their return policy is solid, use it.
May 26 2015 11:40AM
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eheath
Posts: 61645 - Karma: 123,452
Return them?

I mean, it's your fault you didn't read the details. What do you expect some random online chat person to do? Not only do they not pack and ship your purchase, but they are in a completely different building miles away from the warehouse. Return the bindings, at chat person will give you a free label if you ask and then buy different bindings, problem solved.
May 26 2015 2:17PM
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GayWolf420
Posts: 37521 - Karma: 121,448
lol epicski, that place is the same shit-tier website that the skiing subreddit is.


just return them, problem solved. you get your money back to go buy other bindings with brakes, and all is good in the world. such a difficult thing to do, isn't it?
May 26 2015 2:39PM
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Chasing-Storms
Posts: 390 - Karma: 174
Starting off, in New Zealand so that hasn't helped me at all.

How many people can honestly say they read the full description, when buying an item they thought they knew everything about.

You could put what ever you wanted in the title then e.g. Atomic Bent chetler, and in the bottom of the description say not actual skis?? Still having a 185cm drop down option, as they did for these bindings?? (100mm)
May 26 2015 3:01PM
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eheath
Posts: 61645 - Karma: 123,452
Chasing-StormsStarting off, in New Zealand so that hasn't helped me at all.

How many people can honestly say they read the full description, when buying an item they thought they knew everything about.

You could put what ever you wanted in the title then e.g. Atomic Bent chetler, and in the bottom of the description say not actual skis?? Still having a 185cm drop down option, as they did for these bindings?? (100mm)


Just stop dude, return them, buy different ones, easy as that.
May 26 2015 3:08PM
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.Rybak.
Posts: 9017 - Karma: 9,864
Backcountry is the kitties titties... Epic ski is not.
May 26 2015 4:59PM
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B.Quincy
Posts: 1074 - Karma: 963
I ordered a helmet from there earlier this season and it came to Connecticut in two days (free two day shipping) only for me to figure out it was the wrong size. I called backcountry and they shipped out the new one before I even had the chance to put the return in the mail. Moral of the story super kickass company with great service so you sir are just frustrated for being an idiot which is your own fault not backcountrys and especially not there service...
May 27 2015 10:28AM
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pow_pow~
Posts: 1429 - Karma: 1,804
eh i can see how you would be annoyed. its something that should be included and is easily missed. in saying that i always scan every word twice of a page if I'm buying something.


a lot of people here don't understand its gonna be like $50+ to send that back from new zealand. its a shit go but your just going to have to cop it.
May 27 2015 10:48AM
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GayWolf420
Posts: 37521 - Karma: 121,448
Chasing-StormsStarting off, in New Zealand so that hasn't helped me at all.

How many people can honestly say they read the full description, when buying an item they thought they knew everything about


just about anyone with a brain does research on products they are going to buy.
May 27 2015 10:52AM
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Session
Posts: 5389 - Karma: 22,281
I read the title, then thought: Said no one ever.
May 27 2015 11:52AM
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freestyler540
Posts: 13106 - Karma: 18,907
next time buy local. The 150$ over priced gear will make sure you see the product before buying them.
May 27 2015 11:57AM
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S.J.W
Posts: 7609 - Karma: 31,186
how the fuck can a binding not sell brakes??
May 27 2015 12:01PM
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Troy.
Posts: 5070 - Karma: 12,549
Chasing-StormsYes I know I should of read the description, but how poor is it that it is not disclosed in plain site like their other bindings.


It was... in the description...

You don't need to return shit, just buy the brakes.
May 27 2015 12:01PM
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Lucas
Posts: 4881 - Karma: 1,575
Buy the brakes dude, not sure why you think your in the right to complain when it's clearly your mistake.
May 27 2015 12:35PM
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perryhunter
Posts: 721 - Karma: -185
Thanks for sharing this.
May 27 2015 9:30PM
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lurking
Posts: 2222 - Karma: 6,788
Chasing-StormsStarting off, in New Zealand so that hasn't helped me at all.

How many people can honestly say they read the full description, when buying an item they thought they knew everything about.

You could put what ever you wanted in the title then e.g. Atomic Bent chetler, and in the bottom of the description say not actual skis?? Still having a 185cm drop down option, as they did for these bindings?? (100mm)


Wow you fucked up and you blame the retailer?
May 27 2015 9:34PM
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danbrown
Posts: 11939 - Karma: 21,828
This e-mail actually came across my desk this afternoon. Unfortunately we do not currently have an STH brake in stock. Since this was an international shipment of an item already discounted to 40% off, we may not have much room to work. When I get in tomorrow I'll see what our options are. Thanks.
May 27 2015 10:07PM
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theabortionator
Posts: 51739 - Karma: 163,471
I can understand being frustrated. International shipping isn't cheap. I had a laptop shit out while I was there. IT was defective from the start but I couldn't afford to send it back until I god back to the states months later.

It's you're fault technically but that does kind of suck. Sometimes I shop around for a good price on an item, I know what the item is, I find it in the size I want and buy it. I don't read the whole description of everyone I look at.

I haven't bought a lot of ski stuff online so Idk if it's super uncommon or somewhat common to sell bindings without brakes but I would probably be surprised.

Send an email to them, (be nice)and see if there's anything that can be done.

best of luck
May 28 2015 12:12AM
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Literature
Posts: 13673 - Karma: 3,085
I've had nothing but really positive experiences with Backcountry.

If you're doing international shipping on something already 40% off, maybe cut them some slack?
May 28 2015 1:32AM
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RRhighrider
Posts: 2141 - Karma: 1,141
Seems like you bought heavily discounted binding that did not come with brakes. Buy brakes from someone else and stop being stupid.
May 28 2015 10:34AM
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tomPietrowski
Posts: 7160 - Karma: 17,588
See if they have guardian brakes if they have no STH2 brakes, exactly the same.

It is probably good for people to know that more and more bindings will begin to ship without brakes. The reason is more for the shops not to have too many SKU's but its worth remembering to double check that a binding includes brakes as you will see this much more moving forward
May 28 2015 3:33PM
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ndye
Posts: 3756 - Karma: 7,094
Shoulda known better, but definitely pretty funk they had a drop down menu to pick break size if they didnt come with breaks.

Still your fault tho
May 28 2015 3:44PM
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Pac2
Posts: 794 - Karma: 2,861
its your fault man, i love backcountry i bought my fks off them when they had a free shipping deal but another site had the bindings for a lower price so i called them up and asked if they would match it and sure enough they did and i got my fks 140s for 225 brand new as opposed to 300 with free 2 day shipping. I will never shop anywhere else for ski gear unless i have too.
May 28 2015 5:36PM
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Chasing-Storms
Posts: 390 - Karma: 174
Yeah I agree in the end I should of read the description. It's pretty ridiculous though even my invoice has 100mm next to the binding. Apart from from the brake, what the hell would 100mm relate to otherwise??

Will post pics tonight.
May 28 2015 6:41PM
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Negromancer
Posts: 1014 - Karma: 1,499
Chasing-StormsStarting off, in New Zealand so that hasn't helped me at all.

How many people can honestly say they read the full description, when buying an item they thought they knew everything about.

You could put what ever you wanted in the title then e.g. Atomic Bent chetler, and in the bottom of the description say not actual skis?? Still having a 185cm drop down option, as they did for these bindings?? (100mm)


This is pretty old now but if you still haven't got brakes for them yet ask Base in Wanaka to get some in for you. They should be able to get it sorted as they sell STH2 bindings.
May 28 2015 6:46PM
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Chasing-Storms
Posts: 390 - Karma: 174
Chasing-StormsYeah I agree in the end I should of read the description. It's pretty ridiculous though even my invoice has 100mm next to the binding. Apart from from the brake, what the hell would 100mm relate to otherwise??

Will post pics tonight.


Packing slip that came with bindings also has 100mm on it??
May 28 2015 6:48PM
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Chasing-Storms
Posts: 390 - Karma: 174
NegromancerThis is pretty old now but if you still haven't got brakes for them yet ask Base in Wanaka to get some in for you. They should be able to get it sorted as they sell STH2 bindings.


Yeah I have been shopping around in NZ. The brakes since they are a spare part cost $160nz. Almost more than what the bindings are worth. All the shops have said they should of been shipped with the bindings.
May 28 2015 8:44PM
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schusson
Posts: 442 - Karma: 588
stop fucking whining because you fucked up! its 100% your own fault. Backcountry is one of the best online retailers out there and did absolutely nothing wrong.
May 28 2015 9:26PM
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Pac2
Posts: 794 - Karma: 2,861
SessionI read the title, then thought: Said no one ever.


Lol
May 28 2015 9:36PM
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Negromancer
Posts: 1014 - Karma: 1,499
Chasing-StormsYeah I have been shopping around in NZ. The brakes since they are a spare part cost $160nz. Almost more than what the bindings are worth. All the shops have said they should of been shipped with the bindings.


Good old NZ, rule is take what it costs in the rest of the civilized world and then double or triple the price.

Anyway Al's Ski barn has the brakes you need here: http://www.untracked.com/p4693c82b39-salomon_guardian_atomic_tracker_wtr_mnc_binding_brakes.html

I don't know what the shipping will be like, shouldn't be to bad though because brakes are light and small. Alternatively email LevelNineSports and ask them, they're always very good on price and ship quickly and cheaply to NZ.
May 29 2015 12:34AM
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Chasing-Storms
Posts: 390 - Karma: 174


To everyone in the Thread, who says it is completely my fault, can you please explain what 100mm relates to in: The drop down menu, my invoice and the packing slip??

Yes, I didn't read the description completely, and I understand that. Still doesn't explain why you would even have 100mm as an option??

Last time I'm posting, think ill end up having to buy the brakes separately from one of Backcountrys competitors.
May 29 2015 2:03AM
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msg
Posts: 1108 - Karma: 3,269
Chasing-StormsTo everyone in the Thread, who says it is completely my fault, can you please explain what 100mm relates to in: The drop down menu, my invoice and the packing slip??

Yes, I didn't read the description completely, and I understand that. Still doesn't explain why you would even have 100mm as an option??

Last time I'm posting, think ill end up having to buy the brakes separately from one of Backcountrys competitors.


Yeah dude I'm with you, these fools need to get off backcountry's cock. Sure, it's technically your fault, but this is slimy. Someone got lazy listing the product.

Return em
May 29 2015 8:34AM
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danbrown
Posts: 11939 - Karma: 21,828
I've issued a partial refund, and contacted you directly. Please check your e-mail.
May 29 2015 9:19AM
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00000000
Posts: 11075 - Karma: 82,508
From an e-commerce perspective they should definitely look at taking down the drop down & adjusting the order and invoices to not show the brakes. I doubt it's something they did intentionally though.
May 29 2015 9:27AM
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danbrown
Posts: 11939 - Karma: 21,828
MousseauFrom an e-commerce perspective they should definitely look at taking down the drop down & adjusting the order and invoices to not show the brakes. I doubt it's something they did intentionally though.



I'm working on this. Oddly enough we have SKUs for a 90mm variant, 100mm, 115mm and 130mm, though the other sizes have been sold out for over a month. We've sold the 100's prior to the rest of the sizes selling out, so it's not like "This item does not include brakes" was added to copy only in regards to the 100 specifically. I'll see what I can find out.
May 29 2015 9:34AM
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ndye
Posts: 3756 - Karma: 7,094
My apologies you are right, thats no bueno
May 29 2015 10:47AM
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deathcookie
Posts: 1800 - Karma: 1,196
Its not his fault. First off, I have never seen bindings sold without brakes before. That's just strange.

Additionally, as has been mentioned, the photo shows the brakes and there is a size selector. How can it be his fault that he skimmed the information about the super revolutionary "heel flex interface," "3D driver toe" and "Progressive transfer pads"? Backcountry could have at least put the important information (ie brakes not included) above the useless marketing junk.
May 29 2015 11:31AM
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Chasing-Storms
Posts: 390 - Karma: 174
deathcookieIts not his fault. First off, I have never seen bindings sold without brakes before. That's just strange.

Additionally, as has been mentioned, the photo shows the brakes and there is a size selector. How can it be his fault that he skimmed the information about the super revolutionary "heel flex interface," "3D driver toe" and "Progressive transfer pads"? Backcountry could have at least put the important information (ie brakes not included) above the useless marketing junk.


Thanks for the support, was my point the entire time.
May 29 2015 6:22PM
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SeaUrchin123
Posts: 446 - Karma: 1,674
backcountry is the absolute shit.

It is the best online website, cuz they do free 2 day shipping, and if you talk to the guys for a bit, they'll start giving you 20 bucks off and more. Im not hating on Evo, but backcountry's customer service kicks ass. They also got a good selection though.

In this case, its their fault cuz they made you select a width, and it said the width on the receipt. Not 100% their fault tho. You should've called and read the instructions better.

I'de call them up and they'll probably hook you up 4 free.

good luck with that
May 29 2015 10:43PM
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seth.ab
Posts: 41 - Karma: 234
stuff is cheap was going to get a jacket but did not ship to canada
May 31 2015 8:32PM
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