Sierra Trading Post

I’m so sad. I regret I never wrote a positive review during my years of fun shopping at STP. I didn’t know why the deal flyers of 40% off (And even occasionally more!) had stopped until I searched the internet and found out from the reviews on Unilocal that STP had been sold. I am officially in mourning. I went to STP for everything I needed. I make a fair amt of returns but I guess I didn’t make the 60% rate so haven’t been fired. I haven’t had an issue with the shorter return time because if I don’t get it returned right away it wont happen. Good by to good buys at STP. So sad.

Yesterday was my first experience with STP. My daughter gave me a very nice shirt for Father’s Day, but overestimated my size. I went to the store to return it, and that’s where my dismay began. This should have been a 5-​minute transaction. Return the Large and find a Medium and I’m outta there. Instead, they wanted to know where the receipt was. It was a gift, so I didn’t have one although all the tags were still on the shirt and I even had the original bag it was carried out in. Then they wanted to know the name and email address of the person who purchased it. By this time I was already questioning their return policy, but it was my daughter so I knew the name and email address. They couldn’t find either on their computer. I was actually afraid they weren’t going to return the shirt. Apparently, finding out who gave me the gift was essential to making a stupid easy exchange, and unless they had that information I was stuck with a wrong sized shirt. They had the exact shirt in the correct size on the rack because they had already brought it to the counter in anticipation of this transaction actually happening.
After a phone call to my daughter and over 20 minutes of waiting, they finally found the original transaction and could make the exchange. It appears they had spelled her name incorrectly so they had a hard time finding it. The manager I was working with said this was the second time that afternoon he had to deal with a return from an incorrectly spelled name. That, of course, raised another red flag. If they are dependent on a name to make a return, wouldn’t you think they would want to spell it correctly?
I love the shirt, but not so much the time and inconvenience wasted at the store. They insisted that I identify the original purchaser and wouldn’t make the exchange without it. Not consumer friendly. I don’t know yet if I will be back or not.

I am glad I found the Unilocal threads
On the «customer service specialist» emails. I thought it was a scam the first letter, then I got the second one from Lee Macias. (Posted letter below, which I sent before reading posts here.)
1. How do I bring my near 60% return rate down to not be expelled as a customer?
2. How and when does the 5-​year look back reset? (Guessing «never» is the unspoken answer.)
I know it comes down to profits (it is a
Business, after all) so I am guessing if I order and don’t ever return STP will be happy with me as a customer because my (non-​returning) ordering history will reflect that I am Satisfied with my purchases. But can I exchange or is this trouble for my account, too?
Help.
Here’s my letter:
Hello Lee Macias,
Thank you for reaching out to convey your concern and to ensure that you have a happy customer in Sierra Trading Post.
I seek clarification–
The message below implies that if I continue with a return rate at 60%+ you will likely choose to discontinue the option for me to conduct business with STP?
I reviewed the Satisfaction Guarantee and Return Policy on STP. I didn’t see anything referencing the possible consequences for customers with a high return rate. If this is the case, I think it would be helpful and transparent for STP to add a paragraph in the FAQ section on this topic.
I appreciate the privilege of ordering on line through your company, as no bricks and mortar store is near where I live. (I wish there was one it would be amazing!!) I continue to enjoy many items I purchased (and kept) through STP over the years.
I have returned things and will explain some reasoning to help customer service better assist customers and hopefully help make for an increase in future win-​win transactions:
Many of my returns are based on sizing issues that don’t necessarily reflect the piece correctly. I fall between two sizes. Before ordering, I read reviews and obtain info on the fit. I mention this so you understand that my shopping through your online store is not random. I spend time researching on your site and when available the site of the product’s manufacturer.
Unfortunately, I often must order two sizes and need to choose the best one after trying them on and sometimes the fit of both sizes is off. Waiting for the turn around of an exchange often ends with the size I need not being in stock. Thus I order two different sizes, at the same time, of the same item.
I have found that sometimes the items I am interested in and order have generic sizing guidelines that are not specific to a brand’s exact product. I am not sure this is a manufacturer issue, an STP issue, or a combination.
When I make ordering choices, I most often rely on customer feedback as it is a more specific way of getting a more accurate fit. I also read the product descriptions. With that in mind, it would be helpful to have an option for customers writing reviews to enter some information about their dimensions: wide feet, bust, waist, frame, etc. The most helpful reviews for me are those with specific fit, color, and comparison facts.
I am certainly willing to give the customer service professionals a call or try to use the on line ²⁵⁄₇ feature and ask about sizing of specific items for my body frame. I hope they would be able to help me make more lasting sale as returns and exchanges are costly and inconvenient for both parties involved.

I’ve been a regular customer since the 90’s when you had the hand illustrated paper catalogues. I’ve spent thousands — well into 5 digits over the years. I believe I was one of your best customers receiving 35−40% off coupons — free magazines etc. Please add me to the list of former customers who will take my business elsewhere due to your new stingy business practices and return policies. (No, I haven’t been ‘fired’ due to returning too much stuff) I have relegated your Deal Flyers to my Spam folder. Plenty of other outdoor gear options out there.

I’ve ordered shoes twice. The first time I just gave the shoes away rather than be charged to send them back. This last time I sent the merchandise back and just accepted the fact that they were charging for the return. I won’t order from them again unless I physically go to a store and try on the item .
Reading all of the comments from people it’s interesting to see the reply from the company is always «gee whiz, golly, so sorry» in other words you could just as well be talking to India where there is a script in front of the person who just needs a job and might even realize they work for a company that doesn’t care about them but be consoled that they treat the customers the same.

Don’t expect a refund. My in-​kind refund «expired.» They have my money. I have nothing. Go elsewhere.

Over the last few weeks we placed a large order for ski gear. We paid expedited shipping. We tried on the clothes immediately upon arrival. We kept several items. Returned the ones that did not fit within two days. Now we have been asked to not shop with Sierra Trading Post due to «high return rate». No worries. We will find another retailer to shop with starting immediately!

I really hate to be writing this review as I’ve been doing business with Sierra Trading Post for about 15 years now. When they were independently owned and operated they simply couldn’t be beat. Products were top notch, prices amazing (more deals and coupon codes then I could even begin to dream), and the shipping either free or reasonable. Most importantly their service was top notch– returns were easy (1 year return policy, and even if past a year if you weren’t 100% satisfied they took care of you). At one point they even started sending me free magazines because I was using them so much. At any given time I had at least a 35% off coupon with free shipping for just about everything they sold.
NOW, that they have been bought by TJ Maxx they have simply gone down the toilet. Return policy has been reduced to 90 days. Prices are on the rise, deals are harder to come by, and the codes and offers just don’t compare. As much as it pains me to part ways, after arguing with them today over a 95 day old return with no luck I am simply done. There are plenty of other options out there that still value taking care of their customers. Even if I have to pay a bit more I will do so.

I actually love the deals, most of the time. Only real thing I have had trouble with is a Columbia reversible Camo belt I got my husband as a gift a year or so back. It was marked ‘closeout’ so I figured I was safe. I purchased a 38 and it not only did it not fit him but it barely fit me. I am a size m/​l in women’s. It ended up being under $ 5 so no point in returning. I ended up sending it to my son (air force) as a ‘regift’. I love giving nice new regifts with a special note as to why, and a giggle… In this instance I wish there would have been more info.
Other than that I have been for the most satisfied. I just received another box in the mail! Pretty quick shp.
I am a VERY, almost anal shopper. I do know that they believe their prices are the best especially with a coupon therefore, they do not offer price matching. They have lost several sales to me for this reason alone. When planning on a purchase from them all u need do is open one of your search engines and do a search for the item you are wanting to purchase. Don’t always trust ‘discount %’ off the ‘compare to’ price cause often times it can be higher than the MSRP. Although I have seen it lower too. You are probably looking for a deal to begin with or you wouldn’t be shopping on their site.
Lately I have been surprised by the number of Manu websites that are now offering deals well below any prices on these types of discount websites like Sierra, especially on clothing, shoes, bedding, etc. it just depends on how much time you have. Time is money but not only does retirement bring that it also can make you a tightwad.
You can almost ALWAYS find a Sierra coupon for free shp and or % off plus free or .99 shp. I DO NOT pay shipping (unless under $ 1)
All in all I would, in my complete unbiased opinion, on a scale of 1 – 10 (10 being highest) say Sierra rates an 8 — 9. I think I have one store at a 10. Being slightly disabled the past 3 years I have slowly changed over with 80 — 85% of my shopping being done online.
Don’t know why it took so long. Got my kids/G’Kids a Canon $ 600 photo plus printer with 50 Sheets 11×13 Canon’s highest photo paper after coupons and rebates for $ 50 total cost to my door (Note:B&H Photo). I told them when the ink ran out instead of buying more ink it may just be better to let me know they needed a new printer. Probably cheaper.
Bottom line? In my opinion, chances are if you have a coupon PLUS free shipping and you don’t have time to shop around, you have about a 85% chance that you ARE getting the best price at Sierra Trading Post.

I used to swear by Sierra Trading Post. For about four years, every time I needed outdoor gear or athletic apparel or accessories STP was my first and last stop. Well, things are changing.
I subscribed to the DealFlyer emails and was thrilled to receive 40% off codes once a month or so. I also preached about the website to my friends and colleagues, and had multiple friends sign up using my referral code (but honestly I loved it so much I didn’t even care if I got the referral). The free/​cheap return shipping was a godsend — when buying apparel, I only order online if it’s easy to return because god only knows how anything will fit. I spent thousands of dollars at STP — I bought snowboarding jackets, ski pants, base layers, hiking packs, shoes, and enough wool socks to survive Minnesotan winters.
Honestly, the deals brought me to Sierra Trading Post but the service kept me coming back. The #1 reason I swore by STP was the return policy. Having 6 months to figure out what to keep and what to return was a lifesaver. And I recall once being a day or two late on a return but the helpful customer service reps made sure my return went through anyway. I noticed that I hadn’t been receiving the same great discount codes, but I kept shopping.
Today I contacted customer service about a head lamp I purchased last winter that had proven to be unreliable, hoping I might be able to exchange for a more functional lamp. The rep notified me, without any apologies or pleasantries, that there is a 90-​day policy for return or exchange. I hadn’t gone in expecting any favors, but I was stunned that somehow (evidently since the Juliette R. responded to eva’s November review) the store’s return policy has been cut from 12 months to 90 days. I didn’t believe it until I checked the fine print on the STP site, but there it is – «Items must be returned within 90 days in original condition to receive a refund or exchange.»
I guess the halcyon days of Sierra Trading Post have passed, and it sounds like I’ll be taking my service to REI, where at least I have a year to find out whether products actually work. Bummer! I’m sharing this news with all my social media friends, since I previously made so many public statements of affection.
EDITED to add that I cannot believe all these reports of being banned from shopping here due to a high return rate!!! That’s absurd and sounds like it should be illegal.

I used to be a great fan of STP but since their purchase by TJ Max the quality of the merchandise offered has deteriorated markedly and the prices are less attractive. I have bought tens of thousands of dollars worth from them but I won’t be bothering anymore. I also notice that they have made it much more difficult to post a comment online regarding items that you have bought and refuse to post some critical comments, without explanation.

Like many other reviewers, I was «fired» (more than five years ago!) from STP b/​c I returned more than half the items I purchased — primarily shoes, which, as everyone knows, vary wildly in size, even with brands you know and love and already own.
I assumed I would be «allowed» to order again after all this time, esp since STP was purchased by TJX. But no!
How is it legal for a public company to refuse to sell to someone? I don’t think it is. Would love an explanation.

Like Robert I am being fired by STP for «excessive returns». Sort of like a restaurant sending away patrons because of the dirty dishes they create… If a company is in the mail order business they are in the returns business, and blaming the customer can never be a successful strategy.
Robert is very patient with an idiotic vendor. I’m out from sending STP any future orders.

A year ago this would have been a 5 star review with me gushing all over STP, but since then they seem to have sold out to tjx and discontinued their fabulous deal flyer deep discount program. Now the sales are hardly worth the big shipping and return expenses and the increased difficulty in dealing with the newly snarky customer service people if you do have a problem, and trust me, eventually you will. I keep signing up for the deal flyer thinking that they are not adding me to the list but I see from other reviews that the deals are not as good and infrequent. STP was my go to on line source for EVERYTHING, but now i am branching out to the other retailers who are sharpening their sales and shipping programs and offering me the deals I used to come to STP for. Im sad, I used to love STP. But not anymore.

Do not waste your time ordering from this company. Placed an order. received an email that it was on hold because of credit card information was not correct. Called and was on the phone for twenty minutes. Customer service person had a lot of trouble. We canceled the old order. placed new one. received an email that the order was not placed due to a problem with the cc. they needed the bank’s 800 number. called and gave the 800 number. no confirmation of shipping needed. called. they said call the bank. why. I have no problem with any other e commerce site. frustrating and annoying.
I finally got someone to confirm that everything was fine. They said the order shipped. no it didn’t. Back on the chat, on the phone. never again.

Shipping charges are outrageous and not in line with competitors…$ 16 to ship a lightweight jacket from Cheyenne to Denver, a distance of less than 100 miles.
Upon returning the jacket due to poor fit, I was charged another $ 7 return fee. The sizing info for the jacket was arguably incorrect on the website — I’m a 40-​inch chest, and this thing was HUGE.
So, I paid $ 23 in shipping charges for a 200-​mile round trip for a 2 lb. package.
BTW, I could have gotten the same jacket from
for $ 15 less, PLUS free shipping. My mistake, but it will be the last time for sure.

«I am writing again to address your level of dissatisfaction with our products and service as evidenced by your consistently high return rate. As you know, we contacted you on 5÷8÷2012 regarding this issue. However since then your return rate has continued to exceed 60%…
Unfortunately, if your return rate continues to be high, we will have to assume that we are unable to meet your expectations, in which case it may be best for us to discontinue our business relationship…
Sincerely,
Account Relations Specialist
— — — — — — — — — — — — — — -
To:…@sierratradingpost.com
Dear (Account Specialist)
It is not my intention to appear dissatisfied with Sierra Trading Post merchandise, and your latest admonishment has me in tears, realizing reluctantly that perhaps our relationship should be ended as you suggest. (But amicably, of course. It’s me, not you.) Right?
I am trying to share the blame for the breakdown of our relationship, so in complete transparency, I will admit to the following:
1. I am guilty of purchasing $ 10,190.97 worth of items from Sierra Trading Post from the beginning of our friendship on December 8, 2006 through/​until the time of our last date on May 20, 2015. It didn’t seem like we were together 9 years– wow, time really flies, doesn’t it?
I admit, for me it was instant infatuation. When the box bearing your logo appeared on my doorstep for the first time, I swooned. (I initially thought it was caused by the guy in the brown truck wearing the cute uniform with really nice legs, so it took a little while for me to realize that it was actually the fact that you and I had so many possibilities.) By 2011, I was smitten. All. Yours.
2. I also admit to returning $ 1633.21 worth of items. It hurt me deeply to do so– sending them back was like abandoning everything I loved most about who we are/​were. The fact is, sometimes those items didn’t caress my body in the way I expected, and despite the hold you had on me, reluctantly I had to remind myself that my needs had to come first. I’m sorry, but at my core, I really am fair and wanted to be responsive to YOUR needs, too, so I voraciously read the reviews on your website and compared the clothing I already owned by those brands with the ones proferred so deliciously on your website. In faith and trust, I tried ordering just one item. It was to my terrible disappointment that by the time some of those popular (but closeout) items were delivered (swoon!), found not to fit and then packaged for return, that delicious morsel of garment heaven was no longer available. :(
After a deep and meaningful conversation with an unsympathetic customer service agent about this conundrum, it became very clear to me that there was only one solution: Order two items of each size while they were available, then return one. You can empathize with me here, right? After all, ordering one item with a shipping charge of 7.95, returning it at a charge to myself of 7.95 only to re-​order the appropriate size at another 7.95 was getting to be pretty costly. I didn’t mind going Dutch treat on our dates, but this was a bit much.
Also, remember that time I placed an order for a gift by telephone, was assured that the limited supply item in my chosen size and color were available, then discovered – after eagerly (in the unabashed glee of a wee tot at Christmas) unwrapping that familiar-logo’d box to find that the wrong item had been shipped? Oh, the anguish and emotional pain! When in abject, first-​world disappointment I morosely contacted a customer service representative to report this travesty of Yuletide cheer, she announced that the correct item was no longer available. Then, in apparent Grinch-​like glee, she laughed. Out loud! Incredulous, I considered severing our relationship then. But I was taught to hang on – even in the tough times– and so I opened myself to resuming the flow of your packages of delectability traveling all the way from the far West.
[In fact, in 2012, when I vacationed in Wyoming, I included my family in my obsession. We visited your store, peeping through the windows like lovelorn criminals when we arrived too late to find an open door, then stayed the night in a quaint little motel not far from the mother-​store so we could be first to arrive, excited and expectant, at morning light. But I digress.]
My feelings are hurt. I know that I have only referred to the money spent, (minus that I was reluctantly forced to return) but we didn’t talk about the items ordered on my partner’s account. While those cash amounts were admittedly lower– as he doesn’t have a love affair with Sierra of the same intensity that I did– his grief at the news of our impending divorce will still be genuine.
Thank you for granting grace so I could own the problems I caused. I am not bitter. I promise that for my part, I will never cross the street to avoid you – should, of course, we ever meet again.
Sincerely, Me

Have you ever been fired by an on line order company?
I’ve been with Sierra Trading Post for the past two years, ordering some $ 1500 in outdoor products, ranging from hiking boots, tennis shoes, sports sandals, running shoes, hiking shorts. I’ve even ordered some womens Orthaheel Sonora Euro strap sandals in black patent leather –not for the wife, but for me!
Just before my Glacier National Park trip I read in the Trip Advisor travel forum about mosquitos and black flies swarming in August. So I ordered mosquito proof shirts, hiking pants, jackets, and hats for the wife and I. Of course we never ran into any mosquitos, but were able to return unused clothing back to STP via the UPS pickup, a 10 minute walk from my house.
STP is very good about returns, and furnishes the UPS address seal on all purchases.
I used to be on the STP e-​mailing list, with discount codes of 30%, 35% and rarely 40% off the already discounted price.
STP routinely audits and flags accounts with ‘troubling’ returns. In my first year with STP I returned about 66% of my purchases –usually shoes that didn’t fit right, and used them for credit for future purchases. That got me an e-​mail from customer service dept. Form letter as other Unilocalers have mentioned:
«I am writing to address your level of dissatisfaction with our products … as evidenced by your consistently high return rate. As you know, we contacted you on 1÷1÷2014 regarding this issue. However since then your return rate has continued to exceed 60%. »: «Unfortunately, if your return rate continues to be high… it may be best for us to discontinue our business relationship».
Nothing personal, just business, I tell myself. Just like that I am the one with ‘troubling’ returns and no longer receive the daily e-​mails from STP with the 30%, 35% and 40% coupons. I now go to my Facebook page, and check up on STP, and get their 25%, 30% and sometimes 35% discount codes.
30 years ago, I ran 20 miles a week, and could run a 10k race in 39 minutes. Gradually I’ve had to slow down, as knee pains got severe with running. I discontinued running to save my knees for tennis when I hit 60.
Recently I read about the new maximal design running shoes, with up to an inch of padding in the arch. I checked up on Runners World for older overweight runners with flat feet, and discovered the Saucony Stabil CS3 running shoe, normal price $ 130. Not too many stores carry this shoe. Sports Basement had it for $ 105.
had it for $ 70, width EE in black and orange. STP had it for $ 80, but $ 56 after discounts, before tax and $ 10 shipping, in silver and blue. California law requires tax on internet purchases by California residents.
I ordered a size 8.5 EE, and tried on the shoes at home. Perfect fit, and after a few days warming up, I can run an 9 minute mile pace in these shoes without pain. Designed specifically for runners with severe overpronation. Big and bulky but state of the art design, very light, with the outside edge at the heel about ¼ of an inch lower than the inside edge of the heel.
The shoes were so good, that I ordered two more pairs, just as they ran out of the EE width.
With the same order, I got some Chaco Z/​1 Unaweep sports sandals in mens size 7 medium width. for $ 55 after discounts, normal price $ 110 at REI. Now I won’t have to wear my Chaco sandals womens size 9 medium!
I’ve cut down on my return rate considerably lately, and overall probably have a return rate of about 40%. I read the reader feedback and comments on each product I purchase beforehand, particularly with regard to shoe sizing. The Chaco sandals run very large, while the Saucony runs on the small side. Chaco sandals take some doing to understand how to adjust the straps to fit your feet.
All my orders by internet, where I can watch the progress of my order driven from Cheyenne Wy, through Commerce City CO, then to Salt Lake City UT, and then to Sparks NV, and then to San Pablo CA. Takes usually 4 weekdays from the time of the order to the time the package arrives on my doorstep –I live in my own house with the porch not visible from the street, so theft is not a problem!
I will continue to order from STP, even while banished from the e-​mail list. You can’t get rid of me that easily!
BTW the womens black patent leather Orthaheel Sonora Euro strap sandals fits my wife, but I’ve worn it with pants for day to day activities like shopping.

Here is an update of the situation.
STP has recently changed its return policy. Because I purchased the items before they changed the policy, STP has allowed me to return the broken glasses and get full refund. While I appreciate that they gave me a favor, I am not pleased about their new return policy.
I will make more purchases with STP in the future. But I may NOT be as enthusiastic as before.

I am one of their oldest and best customers for 25 years. I am an addict and have happily spent thousands with them. Their quality, service, and prices are amazing.
Sign up for their daily emails and wait til you get one for 40% off!
Shipping charges sre reasonable.
Unfortunately they are no longer family owned and now run by the tjx compamy which owns marshalls and t j max.
I have bought wonderful quality clothing for me and my family, camping, hiking, skiing, and backpacking equipment from stp.
Super friendly customer service over the phone.