The Big "O" a little slow

[Guest]

Purchased a pair of Orvis boot foot breathable waders from South branch Outfitters in Rochester last year before they went out of business, Top of the line,Last years model, warranty all the bells, so I wore them 2 times last fall hang them up to dry put them back in the little bag that they are suppose to be stored in and took them back out this fall to do alittle fishing it seams that the neoprene boots dry rotted and split on the seams across the tops and along the sides of the boots.

So since they have this awsome user friendly warranty I call Orvis warranty and am told to take them in to a local store and they will either give me another pair or refund what I paid for them. NOTE: The two stores local in this area are Royal Oak and Rochester, ran by the same friendly people.

Take them in, the fly fishing specialist there is not even offering what there warranty service has offered.Tells me that I did something like spilt gas on them. wants money to send them in and its not required by Orvis, whats to lend me another pair and needs a credit card #.

will not sell me the upgrade version and allow me pay the differance.

Tells me he will send them in and let me know in 2-3 days what is going on.

6-days later I called to inquire and could not get anyone to awnser the status. Two weeks later I call back and they still dont know the status.18 days later someone from the store calls and tells me they are repaired and on there way back. 2 hours later same day the warranty department calls and asks the amount I payed so they can send a gift certificate. Its been1-month and still nothing. fellow fisherman beware.

 

 

[Guest]

I haven't heard many complaints about Orvis. Usually their customer service is what sets them apart from what I have heard.

 

Be sure to keep us updated if it gets resolved.

[bitstreamer 0]

Why don't you call Orvis direct? 888-235-9763. Hope they help you out. Keep us posted.

[steeladdict 0]

I recently had a repair (my fault) that I sent directly into Orvis. I called them up and got a repair number to send with the waders. A cordial customer service person called me when they arrived and they were sent back promtly. Great experience.

[WYKnot 0]

I wonder how much of your customer service problem was caused by the retailer as opposed to the distributor (Orvis). My experience with Orvis has been extraordinarily positive, even very small issues were handled in a prompt, courteous, customer-oriented fashion.

[Steeldrifter 0]

I have dealt with orvis on a few occasions over the years and one time was with a pair of waders that were leaking and it was at the Royal Oak store about 2-3 years ago. I also had a "slight" problem with getting the issue resolved,dont know if it was just the person that was helping me at that time or what the deal was to be honest.

 

But flyingcrayfish you sound like you live close to the area i am located so i'll tell you this. Flymart flyshop on main st. in downtown Royal Oak is the only place i take 99% of my buisness too just because of the service. Any time i need something taken care of John Vincent the owner of FM will take care of me no problem and has for the last 7 years..... look them up.

 

SD

[Guest]

Yup, sounds more like to me you got the raw deal from the shop, not Orvis. This happens ALL the time. Why when I sell most things, I have them deal directly with the manufacturer (unless they want me to send in). This way they don't think it's me causing the delays. LOL. I know shops that literally SIT on returns until they get enough to make it worth their while. Why it may have taken so long. Especially if they had an attitude like that "You must've spillt gas on it".

 

Once question though. How did you store the waders? I know that if you store them with feet down, sometimes dampness with collect in the feet and rot out the stitching from the inside. Have seen that a few times, but doesn't always happen. Why I have a tendency to regoop all my seems in the foot WHEN I buy them. Just to make sure they're well sealed. LOL.

[Guest]

thanks for all the advise and support guys,

 

I have called Orvis direct I just had a bad taste in my mouth from dealing with there store and before anyone else got stuck I felt the need to share.

 

In place of giving the nice person at the orvis store my credit card # for a loner pair, I went to Flymart and purchased a new pair of SIMMS and am now loyal to a to store that feels the desire and passion of a happy fisherman and friend instead of a paycheck from a coperate office in another state. I do understand customer service I dont understand why you would upset a customer, I do understand not everyone can be made happy I dont understand why you wouldn't try

[Steeldrifter 0]

Yeah man it sounds like its more of a salesperson prob i would say, but i can understand your bad taste because of it i've had that problem. You wont have that problem with FM they are awesome with there customer service....Johns gone beyond his part for me on many occasions

 

SD