Dear Sir,
I sent you a previous email describing a problem I was having determining the proper size to order. I was hoping you would at least give me the advantage of your thoughts in making this decision. I am aware you received the email and opened it several days ago, as I have an email tracking program that confirms when my recipient opens email.
I do not understand your reluctance to respond to my email and assist me with my decision. Additionally, if you did not intend to respond, you could have at least let me know you could not help with this.
I take your customer service to be represenative of your company, as I feel most consumers would, and your actions definately have an influence on what shoe I will purchase. I will also dissimainate my experience to all of my climbing associates and associations. And I will follow up with letters to Climbing and Rock and Ice detailing my experience also.
I am sorry you feel a moment spent responding to a custonmer is a waste of your valuable time.
Thank You,
Boreal
Boreal follow-up
Well, I must give the US side of Boreal an "A+++" for follow-up after complaints. The US represenative emailed me with suggestions in deciding which size to purchase. He was very helpful.
My first attempt at purchasing Boreal s-p-i-d-e-r was with Sport Extreme. They seemed very helpfull until I returned the shoes due to being way too small for credit + $18 shipping, although I followed their recommendations for sizing. After one month, several phone calls, promises, and I actually reordered another size from them, still no credit. I contested the charge with my CC company, and cancelled my other order. I still have not heard from Sport Extreme.
I ordered from another company, also european (hard head). They sent me to a Boreal web site (prob. european) for sizing help, which I find the sizing conversion not to be accurate on these, and I emailed for them for some help. Neither was the shoe listed in the sole shape comparrison chart. I got no reply. When I complained about not getting a reply, they claimed it was due to the holidays, which I found a little strange since I sent it on 1/8/04. Anyway, Mr. H. Feldburg, USA marketing, came through quickly and helped me.
He also inquired where I was ordering from and I informed him europe, and expressed I would rather order USA, but with the price difference being so large ($45), it is difficult not to order from europe. I am not sure why european distributors can offer such a large discount over the US distributors. Thanks Howard for the expedient follow-up and I will take this into consideration in the future. I would also be interested as I feel other US climbers would be, as to why USA can't offer pricing similar to european companies? Again, I compliment the USA side of Boreal. Thanks Mr. Felburg.
Strange, but if you type in S-p-i-d-e-r on this web site without the "-" you get spider!!
My first attempt at purchasing Boreal s-p-i-d-e-r was with Sport Extreme. They seemed very helpfull until I returned the shoes due to being way too small for credit + $18 shipping, although I followed their recommendations for sizing. After one month, several phone calls, promises, and I actually reordered another size from them, still no credit. I contested the charge with my CC company, and cancelled my other order. I still have not heard from Sport Extreme.
I ordered from another company, also european (hard head). They sent me to a Boreal web site (prob. european) for sizing help, which I find the sizing conversion not to be accurate on these, and I emailed for them for some help. Neither was the shoe listed in the sole shape comparrison chart. I got no reply. When I complained about not getting a reply, they claimed it was due to the holidays, which I found a little strange since I sent it on 1/8/04. Anyway, Mr. H. Feldburg, USA marketing, came through quickly and helped me.
He also inquired where I was ordering from and I informed him europe, and expressed I would rather order USA, but with the price difference being so large ($45), it is difficult not to order from europe. I am not sure why european distributors can offer such a large discount over the US distributors. Thanks Howard for the expedient follow-up and I will take this into consideration in the future. I would also be interested as I feel other US climbers would be, as to why USA can't offer pricing similar to european companies? Again, I compliment the USA side of Boreal. Thanks Mr. Felburg.
Strange, but if you type in S-p-i-d-e-r on this web site without the "-" you get spider!!
Opportunities are seldom missed, someone will take them.
I have to admit that I will spend the extra cash and buy it from my local climbing shop. I get the personal attention, get to try on the shoes, harness, etc. for fit, and I'm also supporting my local gym.
It sucks when your local climbing gym shuts down because they are unable to make ends meet.
GWG
It sucks when your local climbing gym shuts down because they are unable to make ends meet.
GWG
There is only one way to size any shoe...especially climbing shoes and that is by trying them on.
I suggest when ordering climbing shoes ocer the internet if you are not sure exactly what size to get order 3 sizes and pu thtem on your creidt card. Then try them on when they arrive and return the two, via insured mail, that don't fit. This is the cost of not buying them locally where you can try them on.
Some times it is worth it, sometimes it is not.
I suggest when ordering climbing shoes ocer the internet if you are not sure exactly what size to get order 3 sizes and pu thtem on your creidt card. Then try them on when they arrive and return the two, via insured mail, that don't fit. This is the cost of not buying them locally where you can try them on.
Some times it is worth it, sometimes it is not.
Lest we all forget... climbing is a mostly meaningless pursuit that we do for fun.
Problem with both the above suggestions is (1) these shoes are not available anywhere I could find locally, if they were I would have supported the community, no doubt. I did not want to change to a different shoe just to provide support though. (2) Have you ever returned anything to Denmark, or Europe anywhere? Suprise...they ship them in her UPS for around $12. If you try to return an item by UPS of FedX it will cost you a whopping $55 - $60 
So you end up shipping them back USPS at $18 and that is without tracking, confirmation of recieving or insurance. All our USPS does is ship them to a depot in Europe and then it is up to the local delivery to handle it from there. Mine took 10 days, but I was told it can take 4 weeks. I was also told by USPS that they ship a lot of the freight/mail for UPS and FedX who charges us $60 - $65 and then uses USPS at $18 to do the actual work 
. Free commerce in action. And btw...there is no getting the shipper to send you a pick up slip for UPS for a returned item to Europe. And Sport Extreme was very good in the beginning, but if you have a problem...you have a problem 
I called by cell and talked with Tom several times, recieved several promises and got no results. I emailed a name listed as the top dog of the company and that email was never opened. I use a program that gives me instant confirmation when my email gets opened. It will even hold up in court. 
I will leave it at that.
So you end up shipping them back USPS at $18 and that is without tracking, confirmation of recieving or insurance. All our USPS does is ship them to a depot in Europe and then it is up to the local delivery to handle it from there. Mine took 10 days, but I was told it can take 4 weeks. I was also told by USPS that they ship a lot of the freight/mail for UPS and FedX who charges us $60 - $65 and then uses USPS at $18 to do the actual work . Free commerce in action. And btw...there is no getting the shipper to send you a pick up slip for UPS for a returned item to Europe. And Sport Extreme was very good in the beginning, but if you have a problem...you have a problem I called by cell and talked with Tom several times, recieved several promises and got no results. I emailed a name listed as the top dog of the company and that email was never opened. I use a program that gives me instant confirmation when my email gets opened. It will even hold up in court. I will leave it at that.Opportunities are seldom missed, someone will take them.
Well, I have been told that climbing is considered to be a cultural right in Europe. Therefore, they get their climbing equipment cheaper than over in the US. Also, in Europe you cut away at least one of the people that handle the product. The retailer purchases from the manufacturer, wheras in the U.S. the retailer has to purchase from the distributor, who purchases from the Manufacturer. Everybody get their share of the take.
I personally prefer to get my climbing gear from local shops...of course, I'm partial. But eventually I see the end to local shops and gyms, thanks in large part to internet commerce. We have seen in it here in Cincy, with two outdoor retailers closing their doors, one after many, many years of operation.
Also, if I do have a complaint with a company...I like being able to get my hands on them to encourage a happy solution At RockQuest we have been dealing less with Boreal product after they lost their US Distributor. Basically, the Home headquarters of boreal decided that they could sell to internet retailers. That left the US retailers holding product that was too expensive. The cost difference was about 60%...just no way to compete with that...so most of us bailed on them and cut our losses. The internet...arrrrggh Damn AL Gore! 
I personally prefer to get my climbing gear from local shops...of course, I'm partial. But eventually I see the end to local shops and gyms, thanks in large part to internet commerce. We have seen in it here in Cincy, with two outdoor retailers closing their doors, one after many, many years of operation.
Also, if I do have a complaint with a company...I like being able to get my hands on them to encourage a happy solution
At RockQuest we have been dealing less with Boreal product after they lost their US Distributor. Basically, the Home headquarters of boreal decided that they could sell to internet retailers. That left the US retailers holding product that was too expensive. The cost difference was about 60%...just no way to compete with that...so most of us bailed on them and cut our losses. The internet...arrrrggh Damn AL Gore!