The Outdoor Warehouse - Murrieta, California

Brian Hamilton

Ordered an item on September 5th. Waited. Emailed several times asking for updates, kept getting the "it's on its way" routine.

October 2nd, they come back wanting an additional $150 for shipping (so it never left the warehouse). I tell them to cancel my order. No progress.

October 4th I follow up. They tell me they're cancelling my order. No progress.

Do not do business with these clowns.

Alexander Garber

*Edit/Update* to: "3 weeks after my order cancellation, I still don't have my $595 back!"

Reply to The Outdoor Warehouse (Owner)

As your reply fails to address the majority of the issue, it appears that either you didn't look into the issue very well, or that you are intentionally overlooking the brunt of the issue.

While your staff was helpful and informative in the beginning, they failed in following through with their job duties causing me to waste valuable time contacting them 4 separate times over the course of two weeks to get them to cancel the order and process my refund.

I received the following email on March 16, 2022:

"The Outdoor Warehouse has sent you a message about your order.

Message:
Hi Alexander, They still aren't in stock, I will cancel your order. Also, there was a price increase on this item. Sincerely, The Outdoor Warehouse Sales Team"

They failed to cancel my order as promised.

A week later (March 23, 2022) I replied with the message you quoted, which they failed to respond to at all, and again failed to cancel my order.

5 days later March 28, 2022) I called your sales team to ask about the status of my refund. Your representative said she'd look into it and get back to me later the same day. She failed to follow through on that.

The next day (March 29, 2022) I called back and was informed the order was never cancelled. She told me she would cancel it immediately, and that I would receive an email notification the refund had been processed. She failed to follow through on that.

8 days later (April 6, 2022) I called yet again to ask about the status of my refund and was informed that my order had still not been cancelled. I was again told it would be cancelled immediately.

Now, 3 weeks after being told my order would be cancelled I have finally received an email saying that the refund has been processed.

If you think that your sales team: failing to cancel my order for 3 weeks (March 16 - April 6), needing to be contacted by me on 4 separate occasions, and not responding to my message or calling me back means:

"It seems our sales team did a great job assisting you in this matter."

then I have to wonder at your judgment and standards of quality customer service and assistance.

You can't blame a bank for how long it might take them to process a refund on their end when your company didn't cancel the order or process the refund on your end for 3 weeks.

*** Lastly, for public record: Ted Foster, the contributor of the first review, is the President and CEO of The Outdoor Warehouse.

The 'Maps User Contributed Content Policy' specifically states under 'Prohibited and Restricted Content - Conflict of Interest':

"Maps user contributed content is most valuable when it is honest and unbiased. Examples of disallowed practices include, but are not limited to:

- Reviewing your own business.

- Posting content about a current or former employment experience.

- Posting content about a competitor to manipulate their ratings." ***

Original Post

A week after placing my order I was informed they didn't have it in stock, and that my order would be cancelled. After a week, I sent a message inquiring when I would receive my money back. They never responded. After 2 weeks I called them and was told they would look into it, and that they would get back to me the same day. They didn't get back to me. The next day I called again and was told my order would be cancelled immediately, that I would receive an email about the cancellation, and that my bank would receive my refund within a couple business days. Over a week later I still have not received that email or my refund.

It's been 27 days since they processed my $595 Order.

It's been 21 days since they first said my order was cancelled.

It's been 14 days since I sent them a message they never replied to

It's been 8 days since they assured me my order would be cancelled and refunded immediately.

Do not waste your time on this company.

Ann Holland

This place puts pictures of items they do not have. When talking to them they laugh at you. I'm sure I will get my money refunded in the next 6 months but this is a terrible first impression of this company. Go somewhere else and spend your money, they don't want your business.

Kenith Rogers

I needed a hand ascender by the following morning. I placed my order at Noon and they met me in person the same day to make it happen. They went above and beyond.

Steve Logan

This store is awesome. It’s growing and developing into a True service Company that will promote Freedom and the spirit of Adventure by providing whatever you need to succeed on your journey!

Paul V

Placed an order with this business on October 24, 2019. My credit card was charged for the full amount right away and it is now January 28, 2020 and I have not received the product yet.

Erin Speakman

There’s nothing here. Empty suite. Wasted trip.

Kayleen Terhune

Store is always closed! Even the business next door have people frequently and complaining that they are never open for business. Their loss I guess.