HinterlandoutfittersReviews of hinterlandoutfitters.com

Response from HinterlandoutfittersMay 11, 2023

Thank you for taking the time to leave a review and share your feedback with us. We sincerely apologize for the condition in which you received your order. This is certainly not the standard we aim to provide at Hinterland Outfitters. While we take every precaution to ensure our products are well-packaged for transit, we regret that the shipping process can sometimes be rough and out of our direct control. This does not excuse the state of your package upon arrival, but please know we are actively working with our carriers to minimize such issues. If you would like to reach out to us directly by email or by phone during our business hours, we will certainly be glad to further investigate the situation and provide a suitable resolution. We take pride in our customer service and strive to ensure that all our customers have a positive experience with Hinterland Outfitters. We truly value your business and hope to rectify this situation to your satisfaction. Once again, we apologize for the inconvenience this may have caused, and we appreciate your understanding.

Response from HinterlandoutfittersApr 30, 2023

We are sorry to hear about your dissatisfaction with the experience that you had with Hinterland Outfitters. We value your feedback and understand your concerns. At Hinterland Outfitters, we maintain a transparent and ethical approach to our business practices. We aim to provide our customers with a positive shopping experience, and our policies are designed with this objective in mind. We would like to clarify that our 100% Satisfaction Guarantee statement is not intended to mislead our customers. Rather, it reflects our commitment to ensuring customer satisfaction within the framework of our clearly stated order and return policies. Our order and return policies, including the 30-day return period for items in their original, unused condition, are explicitly detailed on our website. These policies are also presented during the checkout process, where customers must agree to them before completing their purchase. As such, our policies should not come as a surprise to our customers. In this case, your order was placed four months ago, and the scope had been mounted and used, which made it ineligible for a return or exchange through our store. As our return policies indicate, we suggested reaching out to the manufacturer for warranty service as your scope is still under their manufacturer's warranty. I understand that you may be disappointed with this information, but please know that we are committed to helping you resolve your issue. The fact that you will be working with Leupold directly under the manufacturer's warranty does not indicate that the issues with the defective product will not be addressed or resolved. The manufacturer's warranty is between you as the end-user and the manufacturer, and exists precisely for situations such as this. Leupold is usually great to work with, but if you require further assistance with Leupold or have any other concerns, we are always here to provide assistance. Once again, we apologize for any inconvenience that you have experienced with the defective item, and we appreciate your understanding. If you have any further concerns or require assistance, please do not hesitate to contact our customer support.

Response from HinterlandoutfittersFeb 24, 2023

Hello Robert, Thank you for your recent purchase with us - we appreciate your loyalty and your feedback! We see that you have used the finacing program to finance all of your orders with us, including your latest order. As we indicate in our our agreed-upon order policies, financed orders may require additional processing time, since we must wait for the loan to be funded by the finance company before we can ship the order. While we apologize if you feel that you were somehow inconvenienced, we are very clear and up-front about the financing process and time frame for financed orders, which can sometimes take a bit longer to process than non-financed orders. We do appreciate your patience and we understand that receiving your order in a timely manner is important to you, and we assure you that we are always doing everything in our power to expedite the process. Regarding our customer service phone line, sometimes if we are experiencing a high volume of calls, it can result in customers being directed to our voicemail system if they do not wish to stay on hold. We do our best to return all calls in a timely manner and address any concerns or questions that you may have. We can also be reached by email 24/7 and are very responsive - a simple email instead of a phone call will get a very quick reply. We value your business and are committed to providing you with the best possible customer experience. Thank you for choosing Hinterland Outfitters and we look forward to serving you in the future. Sincerely, The Hinterland Outfitters Team

Response from HinterlandoutfittersMar 29, 2022

Hello Mike, Sorry to hear that you may be having an issue with your order. Please contact us directly with your order number and/or full name and we'll be glad to look into it for you and provide you with an update.

Response from HinterlandoutfittersNov 13, 2020

Hi Jim, Thanks for your feedback, and we're sorry to hear that you had an issue with the item that you ordered! If you received an incorrect product, it would of course have been due to an honest mistake in a product listing, and certainly was not a purposeful "bait and switch". While we strive to maintain accurate product descriptions, photos, and specifications on our website, we do carry over 60,000 products, and product description errors may occur occasionally. We do have a return policy in place that would allow you to return the incorrect item at no cost to you for exchange or refund. Please contact us directly and we'll be glad to look into the order for you and/or send you a return authorization. We do apologize if an error was made on our part and for any inconvenience that you have experienced.

Response from HinterlandoutfittersMay 14, 2020

Hello Charles, Thanks for your feedback and for taking the time to write a review of your experience! Sorry to hear that you were unhappy with the delivery time of your order. As we noted on our site when you placed the order, our entire industry is extremely busy and has gotten a bit behind with all that's going on in the world. All of the warehouses are operating at reduced capacity due to Covid-19 and are delayed on shipments. We do apologize for the delay in getting this shipped out - we are working hard to get orders processed and shipped as quickly as possible in these unprecedented times. Thank you again for your order, and please let us know if we can help with anything else in the future.

Response from HinterlandoutfittersJun 18, 2019

Reviewer ordered a high-value item and provided a different shipping and billing address, and had previous declined transaction attempts before the transaction was accepted by the card processor. In order to protect both ourselves and the cardholder from fraudulent transactions, we do sometimes ask for further identify verification before an order is shipped. Especially when different shipping and billing addresses are provided, and when there are declined transaction attempts - both of which are red flags for fraudulent transactions, and both of which were present on the reviewer's order. Most customers are very understanding and appreciative of this step, since it can help protect both parties from fraud. While we do apologize for any inconvenience that this may cause, we feel that it is a necessary and helpful step to prevent fraud given the reality of today's online world of data breaches and identity theft. Since the reviewer was unwilling to provide any further identity verification, his order was canceled and the credit card used was refunded in full.