Kokatat

Hydrus 3.0 Meridian Dry Suit - Men's

Backcountry Order for Kokotat Dry Suit

I wish I was able to actually review this product. I placed an order and was charged nearly $1,200 by Backcountry for this DrySuit, but I never received it. My address changed last May and right after I first placed the order Backcountry emailed me saying the billing address they had on file was different than my credit card info so they couldn’t complete the order. I responded to their email saying I wanted to complete the order, and provided hem my updated billing and mailing address. They emailed me thanks for my business and processed the order. I also emailed them that their website wouldn’t allow me to update my billing and shipping information. A few days later I noticed Backcountry shipped the $1,200 Kokatat Dry Suit to my old address which is about an hour from where I live. I emailed Backcountry, and they responded they’d contact FedEx to update the shipping information to my new address. At this point I thought this was settled. A day later I checked my FedEx Tracking Number and notice it was still being delivered to my old address. I email them again, and also called them telling them this. They told me they were going to contact FedEx and cancel the order & have it sent back to them. Once they had it back they were going to resend it to me via 2 day deliver at no cost to me. They also gave me $40 credit for my troubles. I again thought this was settled. A few days later I received an email from FedEx with a picture showing the Kokotat Dry Suit delivered to my old address. I called Backcountry and spent over an hour on the phone with home on a Friday night after a long week of work. I wasn’t getting anywhere with them until they let me send them the email chain confirming everything I described. Once I did this and they reviewed it the customer service person and their supervisor said I would either be provided a refund or a new dry suit, and they understood my frustrations. They said I’d need to call back the following week during regular work hours, and that everything we discussed would be in customer services notes when I called. Again, I was relieved, and while not happy felt Backcountry would take care of this issue. After all, it was entirely their fault they sent it to my old mailing address. When I called back the new customer service person had no record of my prior call, and the person was not helpful at all. He said there is nothing they could do for me. I asked if I could provide him the email chain that proves what I’m saying. He essentially said no, but provided me a “customer experience” email he said goes to the manager. I sent this four days ago and still haven’t heard a response. I don’t have my dry suit, and have still been charged $1,169 for it by Backcountry. I can’t even believe this situation happened. I’m disgusted and am going to keep pushing this until they address this situation.