Does anyone have contact information for anyone at Xterra wetsuits who can actually get something done? I am exceptionally frustrated with their lack of customer service.
Background:
Ordered two suits Jan 21Suits shipped 13 days later and only after I sent an email asking for an update (so much for their 3-5 day processing time)West coast to east coast shipping means I received the suits about 18 days after orderNeither suit fit well so I shipped both of them back for a refund using the form they emailed me (after ordering a third suit that fits and I plan to keep)The returns were received by Xterra returns dept via UPS on Feb 23It’s been two weeks and after several emails (and providing the UPS tracking number for the returns) I have no clue when/if they will process my return
I’d heard/read good things about Xterra but their lack of customer service in this case has me second guessing my decision to order from them. Maybe this is the exception to the rule. I guess disputing the charge with my CC company and a BBB complaint would be the next step. I’m sick of dealing with this. I’ve got better things to do with my time. Any info/guidance would be appreciated.
Does anyone have contact information for anyone at Xterra wetsuits who can actually get something done? I am exceptionally frustrated with their lack of customer service.
Background:
Ordered two suits Jan 21Suits shipped 13 days later and only after I sent an email asking for an update (so much for their 3-5 day processing time)West coast to east coast shipping means I received the suits about 18 days after orderNeither suit fit well so I shipped both of them back for a refund using the form they emailed me (after ordering a third suit that fits and I plan to keep)The returns were received by Xterra returns dept via UPS on Feb 23It’s been two weeks and after several emails (and providing the UPS tracking number for the returns) I have no clue when/if they will process my return
I’d heard/read good things about Xterra but their lack of customer service in this case has me second guessing my decision to order from them. Maybe this is the exception to the rule. I guess disputing the charge with my CC company and a BBB complaint would be the next step. I’m sick of dealing with this. I’ve got better things to do with my time. Any info/guidance would be appreciated.
Address: 675 Gateway Center Way, Suite A, San Diego, CA 92102 Phone:(858) 565-9500
Hours: Open today · 9AM–5PM
I guess I should have mentioned that I’ve called the black hole they have for a phone number numerous times. No one ever answers and they tell you to email them rather than leave a voicemail for faster service. That said I have left a voicemail with no luck yet. In addition to the multiple emails.
I was thinking they might have a presence here on the forum and someone could point me in the right direction. I know they did when Keith Simmons was actively running the company.
UPDATE:
An email to Keith Simmons using an email address I found using Google-Fu produced a refund within 24 hours.