Defective Item, Horrible Customer Service for Returns

Reviewed by Carly from Portland OR on Friday, August 12, 2016
Was super excited about this camping mattress for our recent cross-country road trip as it fits perfectly in the back of our small SUV and in our backpacking tent. The material is very sturdy and it felt comfortable to lie on when first inflated. Unfortunately the first night we actually slept on it, we woke up on the cold hard ground due to a slow leak which we could not locate. We thought maybe we just didn't screw the valve cap all the way closed, so we double checked everything and tried again the next night. Same thing.

When I contacted the returns department I clearly described the issue and requested they refund me the return shipping fee since the item was defective, and to credit my card directly instead of giving me instant online credit (after receiving 3 defective products in one order, I did not plan to shop here again). They said they would, yet weeks went by without receiving a refund, any notification that they received my return, or a credit for the return shipping.

Today when I reached out again, they confirmed that they did receive the item but that I have to use my online instant credit to shop with them again, or wait 60 days for it to refund my card. They also noted that they wouldn't refund the return shipping since the returns department did not find the item defective. It's nearly impossible for someone to find the item defective since the leak is so slow that it takes 6 hours with two people (120 and 160 lb respectively) sleeping on it to fully deflate. The customer service agent was rude and unhelpful, and only when I said I would not be shopping here again did she offer me a $6.95 "e-deals" card as compensation for the shipping. Fun fact - you can only use this e-deal with Sierra. It seems to me that Sierra profits by selling defective merchandise and then making returns or exchanges a total nightmare and/or forcing you to shop with them again. I don't care how good the deals are, I will not shop here again after this experience and I urge you not to either.
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