MoonTrail

On November 30, 2015, I ordered Three Smart Wool Midweight 250 Crew, men’s charcoal heather Size: XL and Three Smart Wool Midweight 250 Bottom, men’s black Size: XL for a very good price.
I received a phone call from customer service to confirm my order and to authorize the use of my credit card.
Then I received another phone call from different customer service agent to let me know that the computer made a mistake and my order will have the three tops I ordered but only two of the bottoms. The customer service representative told me that more bottoms are on back-​order and he would call me when they are available.
I told the customer service representative that he could keep my credit card charge as is, paid in full, and just send me the item that I already paid for when the back-​ordered item arrives. The customer service representative thought it would be best to give me credit for the one item that was not available and charge me again when the item was back in stock. He took my phone number and told me he would call me when the item was available again.
A few weeks later the customer service representative did call me to let me know the item was back in stock and available. Wow, great service and follow through thus far.
Unfortunately, this is where the customer service experience takes a turn for the worse. I was so pleased with the follow through, I was willing to purchase six more items plus the item I already had on back-​order. I was told by the customer service representative that the price has now increased by about $ 20.00 per item!
I asked the customer service representative if he could honor the price I paid just a few weeks earlier. He talked to a manager and they could not. Okay, business is business.
So, I asked the customer service representative to at least honor the price I paid for the one back-​ordered item that he personally suggested to refund and re-​charge when it was available again. Again, he needed to talk to a manager and again they would not honor the price that I had already paid for the item.
I asked to speak to the manager directly. I was told he was busy and would call me back. I have been waiting on that courtesy phone call from the manager for over a week now.
To summarize: I started out with a very good customer service experience but for a business not to honor a price of an item I already purchased just because the item is on back-​order, and to be told a manager would call me back to discuss my situation and he does not, makes it difficult for me to give a good review.
From Email Invoice:
Smart Wool-NP600−010-XL Smart Wool Midweight 250 Crew, men’s
Options:
Color: charcoal heather
Size: XL
3 $ 54.62 $ 163.86
Smart Wool-SS605−001-XL Smart Wool Midweight 250 Bottom, men’s
Options:
Color: black
Size: XL
3 $ 54.62 $ 163.86
Subtotal: $ 327.72
Shipping cost: $ 12.96
Total: $ 340.68
Thank you for your purchase!

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