The House

I've been shopping for numerous times now and didn't even got no coupons or any deals specially for those costumers who've bought dozens of times in the past.
So I'll generously give a 2 star

Do You Have More Than One eMail Address ?
So Do I .
I Use 1 eMail For Correspondence. It Has Been Hacked.
I Use 2nd eMail For PayPal Only For Security.
I Attempted To Open an Account First With My Correspondence eMail, but I Can Not Pay with PayPal, Only Credit Card.

The site has a crazy amount of bugs. The bindings I purchased listed 2 different sizes "L/XL" and "L/XL (9-14)" but the "L/XL (9-14)" were actually out of stock. I spoke with a customer rep and was told that it was a 'entry error' and that the "L/XL" were actually in stock. As this may be the case, this is just and example of how it may be difficult for a user to navigate the site without assistance from a rep.

Item apparently "sold out" when I tried to complete order, disappointing that you can't finish checkout with an item you've already started checking out with. Not to mention it appears that the original "incomplete" order including the sold out item still went through paypal as I did get a Paypal receipt for the full purchase amount. Now there are two payments for full purchases on my paypal account.

IT does need attention. You are trying to cheat me out of my discount code. Please be more respectable because I like your products, and would hate to see your company die in eternal flames.

I normally don't bother to leave reviews unless service is extremely good or bad. I know things happen. I have worked in the service/retail industry for over 20yrs. And I know $h1t happens. But my recent experience has been a nightmare.

Firstly, I ordered the wrong sized bike late night from their site. That was totally my fault. I was flipping between tabs on a few different models, and didn't catch that I hadn't updated the frame size on the one I submitted. I did immediately contact them via the link provided in the confirmation email. Since I had caught it right away, I didn't think shipping the correct size would be an issue. Ive had similar snafus in the past, and never had problems getting it resolved.

The next morning, I awoke to a response saying that the warehouse doesn't receive these emails, and "process" the orders before the people at the customer service centers receive them. This in itself is a problem. The people at the facility that fill the orders should have access to this information, for reasons such as this.

That being said, the CS person told me that once the order has been "processed" there's nothing that can be done. This led me to believe that perhaps the item had actually shipped. So I was told to contact the carrier to have the shipment cancelled at which point it would be returned to the warehouse for a refund... fine. But I had to Google the tracking number to even find out who the carrier *was*! When I spoke with FedEx's CS, they said they hadn't picked up the bike, and couldn't do anything until they had scanned it into their system. So I called TH back and they said I would need to wait till FedEx scanned it in to cancel... so I waited, and waited, updating the FedEx tracking page until it eventually showed up... 6/7hours later. So, the wrong bike was waiting all day in the warehouse. It seemed like there was ample time to pull the box *before* FedEx even took it. But by the time they had it, they told me the seller was the one who needed to cancel the shipment, and now I had to wait until it arrived and refuse it. By this time TH offices were closed. So I emailed them to ask them to cancel the shipment. No reply. The box arrived several days later. And unfortunately my roommate answered the door and signed for it. So I then had to call FedEx and ask them to come take it (refuse it after the fact). Thankfully, that was an option.

Once I had the tracking number for the return, I emailed TH to ask how to proceed. I did really want the bike, in the correct size. So I inquired as to how to proceed, with an attached photo of the FedEx return-tracking number. No response. So, later that night, I decided to go ahead and order a second one of the correct size, assuming I'd be getting a refund soon anyway. The following day, I finally got a response to my last email. The email told me I would be getting a refund once the bike was returned. But that the refund could take up to THREE WEEKS to be processed.

Again, I realize the issue started with a mistake that I made. But these things happen and shouldn't be a huge deal to sort out. I understand if I'd waited until the item had shipped (or even arrived). But I literally caught it immediately and contacted them long before it should have been "too late" to sort out. Either the warehouse needs to be able to have access to the emails that pertain to order correction before its "too late". Or the company needs to figure out a way to rework their warehouse logistics to allow for these types of issues to be resolved internally.

The customer service people I spoke to were polite. And the site has some great deals. But I don't think I'll ever order anything from them again after this experience. Sometimes it's better to spend the extra money and buy locally... if for no other reason than to avoid these types of headaches..

The rotors are terribly bent. Don't even want to ride it honestly. Sounds terrible. Got the bike wanting to get into mtb but the rotors are bent so bad it's embarrassing to ride. Would love some replacement rotors. You guys really should put "Fragile" all over the boxes

It took me 30 minutes to check out. Kept getting a message saying their was a problem with my shipping address. My address has worked fine for all shippers for 24 years. Then the system decided that if i was to pay for 2 day shipping that my address is fine. However my order of $107 qualifies for free shipping so I wasn't about to pay for shipping. Order finally went through. frustrating and not sure I would recommend your site to anyone after this.

I had previously placed an order for the patagonia womens better sweater in dark currant, size small. 3 days later afterwards was told via email that the item was out of stock. I am quite disappointed about this.

I was using Google Chrome and the item wouldn't load into the shopping cart. I took a screenshot of the issue, it was stuck on a loading screen. I had to switch to Firefox to execute this order.

It was fine but wasn't able to apply discount coupon for an extra 5% so therefore the experience was less than desirable!
Yeah I know it was only 5% but if you promise (or state) something you should deliver! You would expect the same from me.

We are excited for the purchase, but thought that the website offered free shipping for purchases over $50. We tried to call and email, but the answering machine said you were closed and no one has responded to the email. On a big purchase it would be great to have some assistance. Thanks.

Did not recommended product based upon my choices. The product specs were not uniform for example searchign for gaiters I found some with the length attribute e.g., 20" but others didn't have any values :( I had abandoned my cart last night but didn't get a re-target email with the coupon codes etc. :( Also overall look and feel of site is dated.

Site could not verify my credit card so had to change card and therefore billing address and then that deleted all of my shipping address info - very time consuming

A pop up window with a 5% off coupon if I complete the purchase showed up, but it didn't get applied.

It said orders of 50$ and up was going to be free shipping and you guys still charged me and I'm sure you guys are not going to do nothing about it

This site is lagging and it made me verify the same address I confirmed last week for boots 3xs and told me it was incorrect. Then tells me that my payment info from Amazon pay is incorrect 2xs and as I mentioned used that same option to pay last week aswell. Speaking of last week it did not take me an hour to place my order like it did today just to purchase 2 items. On top of that there was no rep on the chat available to help me. I get that it is Cyber Monday but figure it out on days like today!! Now I am afraid the payment went through twice because I had to submit twice and on top of that I had to try to add my orders in my cart like 10xs just to get it to add once because it sat on (searching for your cart) for 10 mins and then nothing was added but then when I finally went to my cart I had to edit it down to 1 of each because it added the items more then once. Luckily that did not take an hour. I really hope the shipping isn't affected by this Cyber Monday glitch.

I put in a coupon code but the discount was not taken even though it was validated and listed at checkout.

I'm not happy about how your gloves were mislabeled. I was looking at buying burton gloves because they were on sale. Picture showed them in the grey color for 20% off and when I went to order, the sale was in a different color only and the grey that was displayed was not the sale price. Not cool House. Not cool.

I entered a 10% off coupon and did not receive the discount. I also understood there was free shipping due to the cost of the purchase.
Thank you for your response.

You refused my card and told me to go to Paypal, and I then had to return to the cart to do so. Took me a while to figure out. Also, the card is GOOD!!

that would be great if you'll inform clients that u accept only the cards from very limited countries and it is better to use amasonpay if my country is not in the billing list. that would save me 30 mins of my time.
Also, while using amasonpay, the promo code that I entered offers10 didn't work even-though on checkout it was showing the discounted price. and I lost around $20 on this order. Any chance I can have it back?

The website was very very slow even though my internet worked fine on other websites. It was very glitchy and took a long time to load