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Orvis = Osh*t

Tough Chew Nest

Tough Chew Nest

Orvis = Osh*t

Orvis is a family owned business that specializes provided quality items to the fishing and hunting community.  I do not fish or hunt so I can’t attest to the quality of their products in that specialty.  I found myself shopping at Orvis because they apparently make excellent “Tough Chew” products for dogs.  My dog, bless her soul, likes to rip apart everything with those teeth of hers.  I’m very lucky in that she never chews things that are not deemed “hers.”  So, I never have to worry about sofas or pillows or wires.  Normally, I wouldn’t care if she just obliterated her items but we have a problem with regard to her dog bed.  We have hardwood floors in our house and the floors bother her more than they bother my barefeet.  On top of a recently diagnosed luxating patella problem, I’ve been trying to make sure she has enough padding for her to lay about by giving her old blankets we don’t use anymore.  The Tough Chew Nests from Orvis were touted on the Internet for their guarantee for the most avid dog chewers.  I don’t particularly like spending almost $100 on a dog bed (still in grad school!), but I wanted my baby to be comfortable so I bit the bullet.  And then the nightmare started.
Going to the brick and mortar store.  I’m lucky enough to be close to the Pasadena Orvis store.  The first time my husband and I went, we went to go look at the beds ourselves to find that they didn’t have any beds *in* the store but just the liners.  Needless to say, we were unimpressed.  The first saleswoman we spoke to really treated us nicely and explained that at bigger stores they have them in the store.  Well, that does make some sense — the shop was in a bit of a tight location.  But, they had Tough Chew Toys so we picked up one to see how well Evee would like it.  Well, Evee did indeed love it…even after it was torn to smitherines after 20 minutes.  After the battle of picking up all the plastic pieces off the floor and out of her mouth, we found the receipt and prompty readied ourselves to return it.  When we went back for the return, a new saleswoman (actually a manager) very rudely tells us there’s no guarantee on Tough Chew.  My husband and I look at each other — “yes there is.”  She then tells us its only the bed.  Ok, well, I was smart enough to print out the item from the Orvis website (because it was actually cheaper online and I wanted to know why we were charged the higher price).  On the webpage for the item it talks about how the gurantee the product against the toughest chewers.  The manager just looks at us, grabs the item, and tells us there’s no point in doing a return (we had mentioned that it may have just been a fluke) because our dog was just going to chew through it and she wasn’t going to refund us again.  I was so annoyed I just kept on blinking.  Here we are in this premium store that prides itself of customer service and there’s this woman who doesn’t know the products sold in her store and lacking any manners.  I WILL pay more for higher quality and service but this was neither.
Going online.  I took a deep breath and decided to try the website instead.  I was able to get a Tough Chew Nest on sale even so the price of the whole thing came right under $100.  Now, I noticed that there was a backorder.  I’m glad they told me that ahead of time.  What I wasn’t happy about is that they kept on changing the backorder date.  In fact, they didn’t even email me when the date was changed on the order status page.  I found this out by going ot the page myself every day once the original ship date had passed…for over two weeks.  I finally contacted them where they told me it was processing and would ship any day now.  Five days later I get confirmation of the shipment to find out that they had not bothered to even send me the right package.  The bed comes in two parts — the polyfill nest and the liner.  They had only sent the nest, and the liner was actually the expensive part.  After waiting for well over a month, I find out they can’t even put two things in a box together.  So, they contact me to tell me that *I* had to place a new order.
Excuse me?  You screw up and I have to do more work?
After not letting go of this, they finally told me the problem was that I had used Google Checkout — THAT’s why they couldn’t do it by themselves.  Sure, thanks for telling me this after I’ve been asking for a reason for ten minutes.  Why do you offer Google Checkout if you can’t serve your customers well with it?  ::silence::
Ok, ok – whatever.  Where’s this customer service they tout?  You see, they’re very clever.  In the email where they told me to reorder the item, they make it sound like I’m getting a discount because of this coupon code they give me.  By giving me this coupon code, they are making everything right and understand my time is valuable.  Unfortunately for them, I can do arithmetic in my head.  I then pressed the CS agent that for all the time and headache this caused me, they weren’t going to give me a single dime for my time.  In their attempt to make it sound like they were making it a better deal, I had realized I was still being charged $100 in the end.  After pushing for sometime, I finally got them to lower the price.  Good.
I go to order the liner (AGAIN) per the instructions given by the CS agent.  He tells me to order it normally and then forward the receipt so he could 1) get the expedited shipping in and 2) adjust the price.  I order, get the email, and forward the email in seconds.  My response email — 1) We cannot give you expedited shipping as the item is already processed to ship (you’re kidding me — it took me over a month to get anything from you and now you’re telling me you processed it so damned fast I can’t get expedited shipping?  What you can’t call UPS and tell them to change the kind of shipping it is?), and 2) We can’t adjust the price as the order went through.  We’ll give you a refund.  It’ll be processed in 5 days.
::headdesk::
Getting the dog bed.  When we eventually get the liner to the dog bed, we put the whole thing together.  I look at the liner with some puzzlement.  Sure, its stronger than the cheap stuff we see in the stores but I wasn’t sure how it was chew proof.  But I inspect further and the stitching is very good and the dog usually gets in through the stitching.
Evee first afraid of everything gets readily acclimated to the bed.  She likes it, she really does!  But fast forward <24 hrs later, I hear a ::RIIIIIP:: Evee has gone through the bed and she didn’t use the stitching at all!  She just tore a big hole into right in the middle of the bed.  She got to the polyfill on the inside too.
The good news is they were quick to offer the refund.  I guess they’re used to that though.

Orvis is a family-owned business that specializes in providing goods for the fishing and hunting community.  I do not fish or hunt, so I can’t attest to the quality of their products in that specialty.  But I found myself shopping at Orvis because they apparently make excellent “Tough Chew” products for dogs.  My dog, bless her soul, likes to rip apart everything with those teeth of hers.  I’m very lucky in that she never chews things that are not deemed “hers.”  So, I never have to worry about sofas or pillows or wires.

Normally, I wouldn’t care if she just obliterated her items, but we have a problem with regard to her dog bed.  We have hardwood floors in our house, and the floors bother her more than they bother my bare feet — which is a lot.  I’ve been trying to make sure she has enough padding for her to lay about by giving her old blankets we don’t use anymore.  The Tough Chew Nests from Orvis were touted on the Internet for their guarantee for the most avid dog chewers.  I don’t particularly like spending almost $100 on a dog bed (still in grad school!), but I wanted my baby to be comfortable, especially in light of her recently diagnosed luxating patella problem, so I bit the bullet.  And then the nightmare started.

UPDATE, 10/30/09: Since writing this post, Orvis contacted me regarding my experience with their company.  To see what happened, please click here.

Customer Service: Brick and mortar store.  I’m lucky enough to be close to the Pasadena Orvis store.  The first time my husband and I went, we wanted to look at the beds ourselves… only to find that they didn’t have any beds *in* the store, just the liners.  Needless to say, we were unimpressed.  The first saleswoman we spoke to treated us really nicely.  She explained that, at bigger stores, they have the beds.  Well, that did make some sense — the shop was in a bit of a tight location.  But, they did have Tough Chew Toys, so we picked up one to see how well Evee would like it.  Well, Evee did indeed love it… she loved it so much it was torn to smithereens in 20 minutes.  After the battle of picking up all the plastic pieces off the floor and out of her mouth, we found the receipt and promptly readied ourselves to return it.  When we went back for the return, a new saleswoman (actually a manager) very rudely tells us there’s no guarantee on Tough Chew.  My husband and I look at each other — “What about your 100% Satisfaction Guarantee?”   The manager just looks at us, grabs the item, and tells us there’s no point in doing an exchange.  We had mentioned that we thought Evee’s success in destroying the toy may have just been a fluke, but she told us our dog was just going to chew through a new one, and she wasn’t going to refund us again.  I was so annoyed, I just kept on blinking.  Here we were, in this premium store that prides itself on customer service, and there’s this woman who doesn’t know the products sold in her store and lacks any manners.  I WILL pay more for higher quality and service, but this was neither.

Customer Service: Online. I took a deep breath and decided to try the website instead.  I was even able to get a Tough Chew Nest on sale, so the price of the whole thing came right under $100.  Now, I noticed that there was a backorder.  I’m glad they told me that ahead of time.  What I wasn’t happy about was that over the next few weeks, they kept changing the backorder date.  In fact, they didn’t even email me when the date was changed on the order status page.  I found out about it by going ot the page myself, every day, once the original ship date had passed.  For over two weeks, I went back, hoping it was a glitch and they’d finally commit to a delivery date.

Finally, I contacted them, and was told the bed was processing and would ship any day now.  Five days later, I got confirmation of the shipment… only to find out they had not even sent me the right package.  The bed comes in two parts, the polyfill nest and the liner.  They had only sent the nest, and the liner is actually the expensive part.  After making me wait for well over a month, they can’t even put two things in a box together.  Finally, they contact me to tell me that *I* had to place a new order.

Excuse me?  You screw up and I have to do more work?

After not letting go of this, they finally tell me the problem was that I had used Google Checkout — THAT’s why they couldn’t do it by themselves.  Sure, thanks for telling me this after I’ve been asking for a reason for ten minutes.  Why do you offer Google Checkout if you can’t serve your customers who use it?  ::silence::

Where’s this customer service they tout?  You see, they’re very clever.  In the email where they told me to reorder the item, they made it sound like I’m getting a discount because of this coupon code they give me.  By giving me this coupon code, they were making everything right and showed they understand my time is valuable.  Unfortunately for them, I can do arithmetic in my head.  It wasn’t a better deal at all — I was still being charged $100, the same price I’d bought the bed for originally.  So I pointed out to the customer service agent that they weren’t giving me a single dime in spite of all the time and headache this caused me.  After far too much time spent pushing this point, they finally lowered the price.  Good.

I go to order the liner (AGAIN) per the instructions given by the CS agent.  He tells me to order it normally and then forward the receipt so he can (1) get the expedited shipping in and (2) adjust the price.  I order, get the email, and forward the email in seconds.  Their response email: (1) We cannot give you expedited shipping as the item is already processed to ship (You’re kidding me!  It took me over a month to get anything from you, and now you’re telling me you processed it so damned fast I can’t get expedited shipping?  What, you can’t call UPS?), and (2) We can’t adjust the price, because the order went through.  We’ll give you a refund.  It’ll be processed in five days.

::headdesk::

The Dog Bed. When we eventually get the liner to the dog bed, we stuff in the polyfill, and I look at the whole thing with some puzzlement.  Sure, it’s stronger than the cheap stuff we see in the stores, but I wasn’t sure how this material was supposed to be chew-proof.  I inspect further, and the stitching is very good, and since the dog usually gets in through the stitching, I figure maybe it’ll be ok.

Tough Chew Nest

Evee, who’s afraid of everything at first, quickly gets acclimated to the bed.  She likes it, she really does!  She snuggles up on it and really seems pleased.  But fast-forward <24 hrs later: I hear a ::RIIIIIP::!!!  Evee has already torn a big hole right into the middle of the bed! She got to the polyfill on the inside, too.  And she didn’t use the stitching at all!

Tough Chew Nest After Evee

Customer Service: The Refund. The good news is, they were quick to offer the refund.  I guess they’re used to that, though.  I’ll update you in 3-5 business days.

I don’t think I’ll ever shop here again.  Some people are very nice and patient, but what’s the point with a 100% guarantee if they screw around most of the time that you need to use it?  I’d rather go to Costco or REI and use their excellent return policies.  With Orvis’ bungling of the order — on top of their ridiculous prices — I would steer clear of this place, at least when it comes to shopping for your dog.

UPDATE, 10/28/09:  Actually, this incident happened a couple days ago.  When the company initially gave me a refund, they refunded me the amount of the second part of the order and not the first part that only had the polyfill nest.  I emailed them back promptly asking about the original amount charged to my credit card and referenced the first order number to see if that would speed things up.  I got no response.  I sent a second email, frustrated with the lack of response, detailing my purchase and refund history to explain that Orvis still owed me money.  I finally got confirmation that the remaining amount would be credited back to me.  I have not seen it yet but it will take some time for the process to go through.  Needless to say, they couldn’t even get the refund done correctly.

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Categories: Reviews Tags: , , ,
  1. James Hathaway
    October 28, 2009 at 1:40 pm

    Hi-

    I’m James Hathaway, Communications Manager for The Orvis Company. I am surprised to read all of this and would really like to talk to you in person about how we can make this right for you. I can assure you this post will be viewed at all levels here as we take this sort of thing very seriously.

    Please email me at hathawayj@orvis.com or call me directly at 802.362.8525

    Thank you!

    James Hathaway
    The Orvis Company

  2. hottiescientist
    October 28, 2009 at 4:58 pm

    Sure, I’ll send you an email right now.

  1. October 29, 2009 at 10:47 pm
  2. November 4, 2009 at 5:14 pm

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