Rating:
By: cyndi.ballard

I had a terrible experience with this store. I ordered a ski coat from Trailblazer on Wednesday January 21st and paid extra for 2 day shipping so I would have it in plenty of time for my ski trip leaving on Tuesday evening January 27th. I was pleased to see the shipping confirmation arrive that very same afternoon. I should have received the coat on Friday January 23rd with the 2 day shipping, so by Saturday I was getting nervous. The UPS online tracking status showed \"billing information received\" but no actual shipment status (this is the same status showing today). I called UPS for clarification and they reported that Trailblazer had generated the shipping label and tracking information, but had not actually handed the package over to UPS. I immediately started calling Trailblazer (this is Saturday around 2:00pm by now) and each time I would try to contact the internet customer service department I got a message that said the voicemail box was full and got disconnected. I then tried calling the warehouse several times but never got an answer. I left a message asking someone to please return my call. I then started calling your retail stores to see if I could just get to a live body. Before I could even explain my situation, I was interrupted and told that they couldn\'t help me because I ordered online and they were a retail store. I explained that I just needed their help getting to a live body who could actually help me. They gave me the number to the warehouse (which I had already tried several times before) but yet again, no answer. I knew calling on Sunday would do no good, so I called at 7:30am CST on Monday January 26th. Of course I got the mailbox full message on the customer service line, so I tried the warehouse again. I was happy to reach someone this time and they put me through to Dwayne (I believe that was his name) who handles the internet order shipments. He was very polite and confirmed that my order should have arrived on Friday the 23rd and that yes we did have a problem. He said either the retail store that was to ship the jacket just never did send it, or the UPS driver just didn\'t scan the package in when it was picked up. He said he would investigate and call me back no later than 10:00am. I requested that the jacket be overnighted to me, but unfortunately you no longer had one in stock. So we were left with hunting down the mystery shipment. I did not feel confident that it would be located, and I was leaving to go skiing the next day so as a plan B I found the same jacket at their competitor\'s online store and ordered it (at a higher price) with very expensive overnight shipping (they went to great lengths to help me because they don\'t normally overnight). When 11:00am Monday came around and I still had not heard from Dwayne I called the warehouse again. He was out to lunch so I left a message for him to please return my call. I never did hear back from anyone, and of course the jacket never arrived. Unfortunately the plan B jacket got stuck in Kentucky due to the ice storm in Tulsa and it arrived the day after I left to go skiing. So because of Trailblazer\'s unorganized and poor service I had to purchase the coat twice and pay outrageous shipping charges twice, still to be left with no coat on my ski trip. I ended up paying truly outrageous prices on the mountain just to have a coat to wear, and I have Trailblazer to thank for it. I understand that mistakes happen, but I do expect to be able to reach customer service, to be kept informed when problems arise, and to be offered alternative solutions (e.g. overnighting me a different jacket). Instead, Trailblazer definitely left me hanging and left my pocketbook empty. I have requested a full refund from them. I would NOT recommend this online retail store to anyone.

Rating:
By: cyndi.ballard

I am the customer who posted the above review on Feb 2nd, 2009 and wanted to post a follow up. Trailblazer called me on Feb 19th after seeing my online review. They went to some great lengths to rectify my situation, and it is much appreciated. They didn\'t necessarily have to do anything except refund the purchase, which they did, but they also went above and beyond that and I was impressed with their efforts. After considering this, I may give them another try in the future.