Gear ElevationReviews of gearelevation.com

Response from Gear ElevationDec 31, 2024

Hi Barbara, thank you for sharing your concerns with us! We deeply regret the frustration and inconvenience caused by the delay in your order, especially given that it was a Christmas gift for your granddaughter. We understand how disappointing it must have been for the gift to not arrive in time for such a special occasion. Typically, our shipping process does not take this long; however, the peak holiday season led to unexpected delays, particularly for items shipping from international warehouses. We sincerely apologize for not informing you sooner about the order’s status and for the delay in responding to your inquiry. Please know that we are actively working on your order to ensure it reaches you as soon as possible. Additionally, we are implementing measures to better manage peak-season challenges and improve communication to prevent similar issues in the future. Your experience matters to us, and we truly appreciate your patience and understanding as we work to resolve this. If there’s anything further we can do to make this right, please reach out to us directly.

Response from Gear ElevationDec 31, 2024

Hi Esther, thank you for sharing your feedback! We deeply regret any frustration or inconvenience caused by this experience. Transparency is important to us, and we ensure customers can review and decline optional subscription services during checkout. Please know that the subscription details are also included in the order confirmation email, allowing customers to make changes if needed. We take your concerns seriously and acknowledge there may have been an oversight in this case. Please contact us directly so we can discuss the benefits and how it works. We would like the opportunity to resolve this issue to your satisfaction. Your experience matters, and we are here to help.

Response from Gear ElevationDec 29, 2024

Hi Sandra! Thank you for sharing your feedback. We sincerely apologize for the delay and the frustration you've experienced. Please know that we are actively working on resolving the issue regarding your order, and we are still waiting for an update from our team to provide you with the best possible solution. We truly appreciate your patience during this time and encourage you to continue communicating with us via email at [email protected] or by phone at 888-353-8373. We’ll keep you updated as soon as we receive more information. Thank you for your understanding.

Response from Gear ElevationDec 29, 2024

Hi Misty! Thank you for sharing your feedback. We sincerely apologize for the issues you experienced with your order. We are deeply sorry that your item arrived damaged and that the packaging was not up to our usual standards. Your feedback is important to us, and we will use it to improve our processes. We have also reviewed your membership and can confirm that the $69.99 fee was for the reward program you were automatically enrolled in. However, we have already canceled your membership, and you will not be charged again moving forward. Please feel free to reach out to us via email at [email protected] or call us at 888-353-8373 if you’d like to discuss the issue with your order further. We understand your frustration, and we're grateful for your feedback. We hope to have the opportunity to serve you better in the future.

Response from Gear ElevationDec 28, 2024

Hey James! Thank you for your feedback, and we sincerely regret that we did not meet our delivery estimate. After reviewing your order, we can confirm that the item is currently on its way to the local post for the final leg of delivery. We understand how important timely delivery is, especially during the holiday season. While our shipping process typically doesn't take this long, the peak season has caused some delays. Rest assured, we are working closely with the courier to ensure that all orders are delivered as quickly as possible. We are also committed to improving our service and speeding up deliveries in the future. We’ve reviewed our inbox and found that one of our support team members responded to your email. Please check your inbox, including your spam or junk folders. If you have any further concerns, feel free to reach out to our customer support team at [email protected], via chat, or by calling 888-353-8373. We’d be more than happy to assist you. Thank you for your understanding and patience!

Response from Gear ElevationDec 28, 2024

Hi Teresa, we deeply apologize for the issues you experienced with your order. Receiving a late and broken product is unacceptable, and we’re sorry for the frustration caused. We also want to apologize for any inconvenience caused by our rewards program. Our goal is to ensure transparency and provide customers the option to decline subscription services during checkout. Enrollment details are included in the order confirmation email for review. We understand your concerns and acknowledge a possible oversight in this case. Additionally, we’re truly sorry for the lack of response to your calls and emails—this is not the service we strive to provide. Unfortunately, due to the peak holiday season, our support team experienced a higher-than-usual volume of inquiries, which caused delays in our responses. Please rest assured that your subscription has been canceled, and no additional charges will be made. Regarding the broken product, we kindly ask you to email us at [email protected] with a photo or video demonstrating the issue. This will help us address your concern promptly and find a resolution for you. We appreciate you and thank you for giving us the opportunity to make things right.

Response from Gear ElevationDec 28, 2024

Hi John, thank you for sharing your concerns with us! We sincerely apologize for the frustration and inconvenience you experienced. Your concerns are important, and we deeply regret that our return process caused confusion. For defective or damaged products, we request proof, such as a photo or video, to ensure we can address the issue promptly and fairly. This step is intended to simplify the process, as we do not require customers to return such items. We are sorry if this wasn’t communicated clearly or caused additional frustration. We also apologize for any difficulties you encountered when reaching our support team. Long wait times or disconnections are certainly not the experience we want our customers to have, and we are actively working to improve our processes and support systems. We value your feedback and are committed to making things right. Please reach out to our customer support team at [email protected], via chat, or call us at 888-353-8373 so we can address your specific concerns accordingly. We genuinely appreciate the opportunity to learn from this and provide a resolution that meets your expectations. Thank you for bringing this to our attention, and we hope to regain your trust.

Response from Gear ElevationDec 27, 2024

Hi Jean! Thank you for sharing your feedback! We sincerely apologize for the delay you've experienced with your order. We understand how frustrating this situation is, especially with your order being intended for Christmas. We deeply regret that we did not meet your expectations, and we truly appreciate your patience. Your order is now being processed and will be shipped shortly. We are actively working to ensure it reaches you as soon as possible. We understand that the delay has been disappointing, and we are committed to resolving this matter to your satisfaction. Regarding the shipping protection and refund concerns, we will review this matter and take the appropriate steps. Please know that we value your business and will continue to work towards a resolution. Thank you for your understanding, and we sincerely apologize for the inconvenience caused.