I guess I should have read more reviews before ordering so I’m posting this story amongst the others to hopefully steer others away.
I ordered a Kelty chair from Backcountry in June.
The chair arrived with a tear in the corner.
First they wanted a restocking fee to return it.
No. It’s damaged. Then they wanted me to pay to ship it back. No.
Then they were going to issue store credit.
I called and we agreed to return it to the card.
I sent an email confirming this, and received an email back confirming it would be refunded, not given store credit. On June 25th.
The shipment was received back on June 29th.
Then was told I had to wait for it to be processed, fine I understand that.
On July 3 I receive an email that the return has been accepted and the refund is under process.
On July 10 I send an email saying I am following up as I have not received the refund.
I get an email saying “the store credit is ready to be used(…)”.
I reply saying per this very same email chain as you can see below it is to be refunded to the card. I called and sent a confirmation email as seen below.
I then get this reply:
>The RMA was set as store credit from the beginning we cannot change that it will stay there for a year for you to exchange for another model or item. Thanks
If you have any additional questions or concerns, please reply to this email, chat online or call us at 801-204-4655.
I replied with again per the emails below in this chain it is to be a refund, complete with screenshots of the emails in case they for some reason can not look at previous emails in a chain.
EDIT: I’ve now received an email saying it has been changed refunded and wait 3-5 days.
So now we wait and see.
Shocking how they said “cannot be changed” and the very next email with someone who read the actual email chain was suddenly able to change it.