OmcgearReviews of omcgear.com

Response from OmcgearDec 23, 2014

John, I am sorry you are so frustrated with our service. There is no excuse in the delayed notification regarding the availability of your order. We did out best to search for the tent before concluding we could not provide one. The cancellation notice email was sent to you on December 16th. We were hoping that would provide sufficient time for you find a suitable replacement gift. Apparently the email was not received and you are left empty handed. Our intention was not to ruin your families Christmas, I would be more than happy to discuss alternative options with a free next day air option. If this is something you are interested in please let me know, otherwise all I can do is wish you a happy holidays. -Bennett OMC Customer Service

Response from OmcgearDec 10, 2014

Natalia, I apologize for the inconvenience. We do our best to scour the warehouse and exhaust all options before informing the customer of a missing product. Generally we find the product or have suitable alternatives to offer. In this case we did not and I am sorry for it. We would be happy to continue to work with you to find you a suitable vest at a competitive price. -Bennett OMC Customer Service

Response from OmcgearDec 3, 2014

We are sorry for the late notice. We did our best to search all corners of you warehouse before concluding the sleeping pad was missing. We understand your frustration and would be happy to offer you a comparable sleeping pad at black Friday prices.

Response from OmcgearSep 4, 2014

Hello, We apologize for the wait you experienced with your order. When we have an inventory issue we endeavor to exhaust all possibilities of fulfilling that order before cancelling it. However, it is unacceptable that it would take that long and that you were not notified of the status of your order while other options were being explored. Thank you for your feedback as it will inform how we deal with these situations in the future and improve the experience for our customers to come. For your trouble, please contact our customer service department for a 10% off coupon if you choose to shop with us in the future. Email: [email protected] Phone: 1-800-538-3604 Regards, Jack OMC Customer Service Department

Response from OmcgearSep 4, 2014

Hello Larry, I am very sorry to hear that you received poor information from our staff. We will certainly send you a pre-paid shipping label if you choose to return that to us. It is of great importance to us that the information we provide about our products is accurate and up to date. If our website says that that particular pack comes with a water reservoir and in fact it does not, we would be very grateful for that information. Thank you for bringing that to our attention. Please feel free to contact our customer service department and we will do everything possible to resolve this issue. Email: [email protected] Phone: 1-800-538-3604 Regards, Jack OMC Customer Service Department

Response from OmcgearJul 24, 2014

Michelle, Yes, that is indeed a complete failure and will be brought up as an example during our meetings and customer service training. If we shipped you the wrong item, we have the responsibility and the systems in place to offer free return shipping. If you e-mail me personally (justin at omcgear com) with how much you spent on shipping, I'll make sure that we get an additional refund issued to your payment card. What SHOULD have happened was this: apologize for the mistake, offer free return shipping, offer to ship you the correct product (if you are in a time-crunch for a trip, we overnight it), and make sure that you have no additional expense because of our mistake. Since none of this happened, it is obvious to us that we need to retrain our customer service agents. Sorry for the mistake and poor service. ~Justin

Response from OmcgearJul 2, 2014

Mindy, Sorry for the delay in getting back to you. I noticed you talked with Bennett in customer service/warranty and he was able to get you a pre-paid return label. We'll take care of the missing parts and/or any repair that needs to happen. The reason I'm a little late in getting back to you is because I contacted the stove recall department to make sure that our stoves didn't have an active recall on them. From the information they provided, and by checking all the stoves we still have in stock, I can assure you that the stoves we have been factory repaired, despite having a QA number that falls under the recall. If you wanted to have us replace the stove we can have it shipped overnight to you where it will arrive in time for your trip (it will also provide you with a box for returning the one with missing parts). Just give our customer service team another call and we'll work it out.

Response from OmcgearMay 28, 2014

You did order the Stockholm JR not the Stockholm. The JR stands for Juniors, for children. Our size chart on the website was incorrect, and has been fixed. We have also tried to make it more obvious that this is a juniors size, not an adult size. We are out of stock of the adult size until October. Please keep in contact with customer support so we can resolve this issue by e-mail.