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Gearexpress.com - customer service and web site issue.

Original Post
Orphaned · · Unknown Hometown · Joined Jul 2007 · Points: 11,560

I don't know how unusual this is for ordering climbing gear from web sites, so maybe this is typical and not a big deal, but it seems somewhat misrepresenting and lacking.

I just want to give a heads up that gearexpress.com has some problems with their customer service and web site. They allow you to order products on their web site that are actually not in stock and ready to ship. I placed an order with them at the beginning of last week, received an order confirmation via e-mail, and then by the end of the week never received a shipping confirmation, or even anything else to explain the delay. I tried contacting them via their "Contact Us" form on their web site and via their customer service e-mail address with no response.

So I ended up calling them this morning and oddly enough considering the lack of response to my typed communications, was able to talk to customer service with no waiting time. It turns out three items are back ordered with one of them being unknown as to when it would be replenished, and two of them being replenished by the end of this week or early next week. And no communication was ever sent to me to let me know this. They kindly enough offered alternatives and let me cancel the item that was back ordered indefinitely and swap out something similar that is in stock for another back ordered item. But I'll have to wait for the final back ordered item to come in.

This seems rather odd to me. Am I going to have to now contact every climbing gear web site I want to order from to ask if they actually have stock of an item before ordering it? What has been your experience in this regard with ordering climbing gear from web sites? Thanks.

jpenrod Penrod · · Unknown Hometown · Joined Oct 2014 · Points: 140

Ran into the same issue a few weeks back. Ordered some new La Spos but they didn't ship. Reached out via email but only got a response after the third. They told me they were back-ordered. With that said, they gladly canceled the order. In regards to other sites, this is usually not the case. GearX, Backcountry, GearCoop only seem to sell gear they have in stock.

javd von dauber · · East Brookfield MA · Joined Jul 2012 · Points: 91

I used to buy most of my gear from them because they shipped fast, if I ordered by 4pm eastern time, it would ship that day via usps and I'd have it two days later. Lately, it seems they have been slower and have shipped via ups which ships across the country slower than the pony express. I used to buy solely based on the shipping time.

I did have an issue with an item getting lost by ups (no fault of gearxpress) and they were good to deal with.

It's too bad to hear that their customer service is suffering... I think this is becoming a trend.

On the other hand, backcountry customer service is awesome. I had a package arrive open and items missing, they overnighted the missing items to me that day.

FrankPS · · Atascadero, CA · Joined Nov 2009 · Points: 276

I wouldn't like it if I paid with my credit card, then found out it wasn't in stock. I've seen some (one?) websites that say an item is "in stock," but they should have let you know if an item is backordered, before you pay for it.

I guess ordering over the phone would be the best way to make sure that doesn't happen (then you can ask if an item is in stock).

Note: I don't remember this happening to me, and I've ordered from several websites. It's a good heads-up, though.

Scott Morris · · Bountiful, UT · Joined Mar 2015 · Points: 853

I had a similar experience when I ordered some 15cm Wild Country Astro draws. I ordered them on a decent sale, and patiently waited for them to arrive. When they didn't show within a couple weeks, I inquired and discovered they were out of stock and awaiting the next shipment from Wild Country. Over the next 6 weeks I inquired a couple more times and finally heard that the 15 cm length I wanted wasn't available. By this time Backcountry had them on sale so I canceled with Gear Express and got them from Backcountry. My credit card was never charged by Gear Express for the draws.

This was my only somewhat negative experience with GearExpress. I've placed several other orders with them and never had any complaints whatsoever.

Marc801 C · · Sandy, Utah · Joined Feb 2014 · Points: 65
FrankPS wrote:I wouldn't like it if I paid with my credit card, then found out it wasn't in stock. I've seen some (one?) websites that say an item is "in stock," but they should have let you know if an item is backordered, before you pay for it.
It is illegal for a vendor to charge your card before the product is available to ship. It's considered wire fraud.
B-dog · · Denver, CO · Joined Dec 2013 · Points: 30

On the flip side....
I ordered some cams last Friday afternoon and they were at my door mid-day yesterday. Chyea!

FrankPS · · Atascadero, CA · Joined Nov 2009 · Points: 276
Marc801 wrote: It is illegal for a vendor to charge your card before the product is available to ship. It's considered wire fraud.
Good info - I didn't know that. I haven't had that happen, either. So if something I've ordered is backordered, I can call and cancel and not have to worry about a charge and credit to my card.
MP · · Unknown Hometown · Joined Sep 2013 · Points: 2

i have had the same experience

1) there website lets you order things that they do not have in stock
2) you get an email confirming your order, but they never tell you that they are waiting to stock the item unless you call them
3) to be fair, they do not charge your CC until the item ships; additionally, customer service has been good when you talk to them in person.

they often have good deals, but all in all, I wouldn't repeat my business with them (given how many other e-retailers are out there...)

DR · · Unknown Hometown · Joined May 2014 · Points: 947

Hey Climb for Joy,
It seems like you enjoy supporting your local climbing gym in Burlington, you should check out the Burlington gear shop Outdoor Gear Exchange and their website gearx.com. They have a huge selection of climbing gear and a bunch of it is on sale right now. Shipping would also be cheaper for you since you aren't ordering it from websites based on the west coast and you could even pick up your orders at the shop in town and not spend anything on shipping. Just a thought.

Bill Kirby · · Keene New York · Joined Jul 2012 · Points: 480
DRusso wrote:Hey Climb for Joy, It seems like you enjoy supporting your local climbing gym in Burlington, you should check out the Burlington gear shop Outdoor Gear Exchange and their website gearx.com. They have a huge selection of climbing gear and a bunch of it is on sale right now. Shipping would also be cheaper for you since you aren't ordering it from websites based on the west coast and you could even pick up your orders at the shop in town and not spend anything on shipping. Just a thought.
+1. www.gearx.com

You should browse their store when you get a chance. Amazing selection! I've ordered boots, clothes and gear and never had a problem. Good people
jaredsmokescigars · · Unknown Hometown · Joined Jun 2014 · Points: 65

Going, and have been, through same experience with them. I'll get the sale flyer via email, find something priced quite right (helium quickdraws), order, and find out there is a 3 week plus back order wait.

However, THEY ACTUALLY CONTACTED ME regarding the backorder. But yes, they did charge the card - fine by me if I actually see the product. Probably would be a little harder if, and I doubt it would ever happen because I've always had good experiences with them, I had to dispute the charge.

Oh well, gives me something to look forward to. I often find myself just buying things so I can anxiously wait for them to arrive. Once it in my hands, the "rush" is over.

Ray Pinpillage · · West Egg · Joined Jul 2010 · Points: 180
Marc801 wrote: It is illegal for a vendor to charge your card before the product is available to ship. It's considered wire fraud.
BS
TheDrak · · Unknown Hometown · Joined Oct 2013 · Points: 20

In their defense... When you checkout your cart lists the estimated ship date... It doesn't come out and scream at you that they are out of stock, but the information is there.

Rob D · · Queens, NY · Joined May 2011 · Points: 30
Marc801 wrote: It is illegal for a vendor to charge your card before the product is available to ship. It's considered wire fraud.
source?
I helped run a record label for a while and we did preorders for records constantly. I also sell records online through a webstore and pretty regularly don't realize I'm out of stock on an item until I go to ship. Then I refund it. In fact the store I run it through has an option for someone buying something that's unavailable and it's not charging me with wire fraud so I think I'd like to see a source for this.
Daniel Gloven · · Denver, CO · Joined Dec 2011 · Points: 320

I had the exact same issue that you described in your original post on a ~$500 order. They were having an awesome sale so I decided to pick up a bunch of stuff.

Placed my order...waited and waited...no email/call anything after maybe 10 days. I tried to call and email them several times but couldn't get a response. They finally got back to me and told me that one item was backordered and that my order would get in on some date.

Well, it still didn't come by that date. I called about a week after the date they gave me, and they pretty much just told me it would come...but they didn't know when.

After more waiting and uncertainty my order finally showed up, 3-4 weeks after I placed the order. Like you, I found the lack of communication the most frustrating. If something is backordered, say so on the website, or email me after I place the order. Their phone was down constantly and I wasn't able to get a hold of anyone for days and days while I was waiting.

In their defense, they included a free nalgene and beanie in my order, and they didn't actually charge me until my order shipped. Still, though, next time I order something and need to have it before a certain date or trip, I'll be ordering from somewhere else.

Plus, living in Denver I've had insanely good experiences with Backcountry and Campsaver. They ship ASAP ALWAYS and with free ground shipping from Utah, stuff still shows up as if it was a 2-day delivery. Hard to beat that. I ordered a 60 lb package from Campsaver last week with free ground shipping, it shipped the next day, and was at my door the following.

Will S · · Joshua Tree · Joined Nov 2006 · Points: 1,061

I've had many good experiences with these folks over the years, both before and after the business changed hands.

Have spent several thousand dollars with them in the last decade and they are always high on my list when I need something. Always had great customer service, and sure some things are occasionally back ordered or out of stock...to be expected when you are dealing with big sales on things like seconds/blems, they sell out fast.

Guideline #1: Don't be a jerk.

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