j S.
22 years of loyalty down the drain.
If you want to see my full experience go to the asheville orvis store rating under j smith. I will give a short version here broke h2 sent it back got it back at no cost. First time I used it after I got it back snap broke again. Called orvis customer service spoke with Corey and after that conversation I'm no longer an orvis customer. I thought after 22 years and probably 15000 dollars spent not to mention all my family and friends business that my business meant something to them, all the people that have ask me what rod or waders to buy etc..... news flash it does not mean a thing if you don't believe me ask Corey when I told him I did not appreciate the way he was speaking to me and if he did not stop I would have spent my last cent. His reply was I will be sure to notate your not buying anything else on the account in an arrogant tone of voice. I have read bad reviews on orvis before and thought well that's just some hot head that didn't get their way or some people can't be pleased no matter what you do for them. Not the case I see now what people were saying. Wonder if it's under new ownership. Not the same orvis from 22 years ago better rods but customer service has went from 5 stars to 1. Great rods but so are winston and Scott and others. Great rods and equipment brought people to the company and Represenativs like Corey are sending them away from the company. I was treated like this at radio shack many years ago and I never bought from them again and I hear they are going under. If orvis keeps this up they will join them. Thanks for 22 years of great products and service sorry I will have to give my next 40 years of service to another company. I'm replacing my orvis stickers on my vehicles. No more free advertising on my cars. You had my money and my praise and now you have my disdain. I once praised you and now I will bad mouth you. It never had to be this way but it is what it is. If I sound like a mad jerk in this people. I am not a jerk at all but I am mad and hurt I thought thousands of dollars spent and years of loyalty meant something. I wasn't wrong on that I was bad wrong.
Response from The Orvis CompanyAug 23, 2017
Dear J Smith, I am very sorry to hear you that your rod broke and completely understand your disappointment. I also want to thank you for the many years as an Orvis customer and appreciate the time you took to send us your review. Customer service and your satisfaction are very important in ensuring that we meet your expectations. I want to apologize for negative tone that you received when you called to set up your repair. This is certainly not an acceptable way to speak with customers. I want you to know that our Training Department has been made aware of situation and will review the call with the associate. Again I am very sorry for the tone of service. I also wanted to review our rod warranty. You are welcome to return the rod to the Independent Dealer who will be happy to set up a repair # and send the rod to Orvis Repair on your behalf. Your rod is covered under the 25 Year Warranty, and requires a nominal shipping & handling fee of $60. Once the rod is received we will have your rod repaired. If you rod is found to be defective we will not apply this fee. Please note on your previous rod repair we waived the shipping & handling fee as one time courtesy. I invite you to contact the Orvis Outfitter Dept. (toll free) 800-548-9548 Mon-Fri 9AM-5PM EST this way we can make this right for you. Best Wishes! Orvis Rod Repair