Patagonia R1 Pullover $30 at Moosejaw

interesting to hear. i'll be very excited if this pans out to be true…

I have had a lot of good experience with MJ especially with price matching. Their CS has always gone that extra mile for me. Having said that, I haven't purchased from them in the past couple of years as they don't offer anything that I would want given my current UL focus.

The same thing happened last year with Backcountry.com 40% off coupon that was to be used only for the Outlet but worked for a short time on regular priced items. Some folks got lucky, others didn't. Again it happened with MJ last year on Western Mountaineering sleeping bags that were posted on deep discount.

This may have been a 'system' mistake or it may have been done by Backcountry and MJ to boost some sales volume. For those of you who received some great discounts – good for you. For the others, quit your griping.

i also got a call from moosejaw just now with an apology. They offered to sell me both jackets for $30 apiece and ship them from patagonia directly.

that works for me :)

I got a call from the customer service manager telling me that I will get the R1 in about a week– nothing abot a direct ship from Patagonia, but that is a detail IMHO. They are stepping up and doing the right thing.

I *did* send a link to this thread and let them know that complaints were in process :) Keep in mind these forums are scanned by Google and the damage is deep.

They left me a voicemail. The lady who will take care of me is melissa, but shes on lunch right now. Im assuming she wants to offer me the r1 at the price you guys got it for. The weird thing is, i never checked out. I do have 4 r1s sitting in my cart though from trying to understand why it had jumped up to 125 that night. I don't know how she knew i was involved in this whole thing unless she saw my name in this thread and looked me up to see if i tried to place any orders. Ill report back when she calls me back

I almost bought one, but decided to pass and now I'm glad I did…
especially if Dale follows through with his cedar bark / wool version:

Dale, I'll be first in line to buy one commercially from you ;)

I'll trade you six pieces of good obsidian and a small basket of dentalia shells for a dog and cedar shirt. :)

Just got off the phone with her, and yeah she was extremely nice and really wanted to make things right, so I got the sale price that was posted on their site. She mentioned that she read through the thread, and thats how she found out about my situation, despite the fact that I didn't even get the chance to place an order. Ill be honest, that was a demonstration of exceptional customer service. She even allowed me to pick which ever color i wanted, but It was only fair that I took the one that was advertised at the sale price.

I think its a good thing that companies peruse these forums once in a while. Gives them unbiased and unfiltered feedback on what people like and don't like. Whether or not that information actually makes it into their product lines, I don't know.

All,

I wanted to quickly chime in on the $30 Patagonia R1 situation — what happened and what we're doing to solve it.

Friday night a pricing error occurred in our system that impacted the price of Patagonia R1 pullovers on Moosejaw.com. The retail price was changed to $30, well below wholesale, and we quickly sold out of them. As customer service contacted people whose orders couldn’t be filled, they offered a 15% discount on R1s that we could order directly from Patagonia. This was a miscommunication since at the time customer service was not aware of the pricing error.

After detecting and fixing the pricing error, we are contacting all customers who placed an order for the $30 R1 to let them know that we are honoring the price and will be ordering the items directly from Patagonia. If you placed an order and are not contacted in the next 24 hours, please email me (gary@moosejaw.com) with your order number and I’ll be relentless in solving.

We only care about using this event and your feedback to get better and make certain we're doing the right thing. If anyone has any questions please email me or Moosejaw customer service at service@moosejaw.com

Love the Madness,

Gary Wohlfeill
Moosejaw

Open lines of communication are awesome.

Can't ask for a company to be more stand up than that!

Great way to handle an unfortunate situation Gary.

And yes I too love the Madness.

Yours

Bill

Seems like everything is going to work out for everyone which is great to hear. Just wanted to let everybody know I just received a shipping notice from Moosejaw.

MJ has come back with a pretty impressive position in this. I am more then impressed with the response.

Long Live the Madness

Sometimes the response can completely rectify a folly.

I do not understand the initial outrage in this thread. Even if your order was cancelled, what were you out? The only thing you were out was about 1 minute of your time in placing the order. I think a 15% coupon is more than enough to make up for that. I'm one of the people that had my order cancelled.

I've always found moosejaw to be an excellant place to order from. My orders sometimes come the next day even with free shipping because I am close to them. Their prices always seem more than competetive with the rewards, coupon codes, and Bing cashback. Once they sent me the wrong tent and I called and they sent me the right one in time for my weekend trip and didn't wait for me to return the incorrect one. I would definitely consider them the best I have dealth with on the web.

i agree. i though the initial level of I AM OUTRAGED! at what was apparently a website pricing mistake seemed out of the line.

if i was in a store, and some underpaid and bored clerk put $99.99 on a whitewater kayak with the pricing gun instead of $999.99, do you really think the store has to sell it to me for $99.99? if the store said, "sorry that's a mistake, and that's WAY below our cost, but just as a measure of goodwill to the customer, why don't you take 15% off something you order today," i'd hope i'd say "oh, okay… thanks!" and go on with my day, without launching into tirades about the shadiness of the business, their incompetence vs. malfeasance quotient, i am writing my congressperson!, etc.

The only thing that put a bad taste in my mouth prior to the "fix" by moosejaw was the initial email explanation that was obviously not true.

"We are so sorry but the stuff below is not available. We have already tried placing a special order directly with our supplier and they are sold out also."

At the bottom of the email was a link to the item that was "unavailable". Following the link showed the item available at a much higher price.

Now, I figured this was just a canned form letter and didn’t get worked up about it, but it didn't leave me with a good initial impression of moosejaw customer service.

Right, the initial outrage was because customers were getting the runaround as to why they couldn't fill the orders. Initially their response was that they just didn't have the inventory, yet anyone that went online to their site would clearly see that the items were in stock. It's one thing to admit that there was a pricing error, but its another thing to fabricate an excuse based on inventory. I think this is what made people very frustrated, as they weren't owning up to the mistake.
For me, I was frustrated because this error compounded a previous problem I've had with moosejaw…that is they were allowing customers to buy items that were listed in stock on their site, while in fact they were on backorder. What made it worse was their lack of informing me about the inventory status, and placing the burden on me to inquire as to why my items had not shipped in a month's time.

So its not like me walking up to the cash register with a $1000 kayak marked for $100 and getting angry at them for not selling it to me b/c of a innocent pricing mistake…its more like me being angry b/c they won't sell the kayak that i brought up to the register, because it's "not in stock"

But again, they might not have known the extent of the errors either, as they have explained that they didn't know of a pricing error until after spotting the inventory error. I dont know if this is the case, but the important thing is that they have addressed the problem in a very personable and appropriate manner, which I think is great on their part.
Trust me, im one of the biggest moosejaw fan boys there ever was…and im glad they are making an effort to keep me

All I can say about the above post is Holy Crap. I don't think I've ever seen a retailer reach out like this. Now that's building loyalty.

Shawn, thats just the tip of the iceberg, check this out:
http://www.urbaneapts.com/urbanereflections-blog/?p=3352#more-3352

let's remember this is just some piece of clothing. it's REALLY not that big of a deal. i guess i just try to keep my moral outrage for things that actually matter. mistakes happen in online inventory, web interfaces, shopping, customer service employees on the phone who can't directly see inventory, etc.

and yes moosejaw reached out and did what they had to do (perhaps not what they needed to do) once people started posting online, threatening to write the BBB and the attorneys general, and then email them the thread. they did the "right" thing in the face of cajoling and threats. enjoy your $30 shirt! :)

"enjoy your $30 shirt! :)"

Hah, it makes for a great story.

Wow Konrad that was a great bit. It just gets better.

I have to admit I come at this from a jaded viewpoint. It's easy for me to get morally outraged at a trivial even such as this. In the beginning when I got the email I merely dismissed it as "well of course they're out of stock, it was an amazing deal." It was only after the handling of it that it seemed to be shady untill the true story came out. Simply bad handling by an employee that went way out of control.

Anyway as I said I can fly off the handle way to fast and I was in error to do so, it was a bad judgement call. After that well, I'm just opportunistic, it was like winning the lottery for a nice shirt. I am cynical when it comes the Outdoor Industy and Outdoor Retailers. I worked for the Industy for almost ten years and saw time again morally draining behavior. In my own little word the shop I worked for toted the word family like a badge of honor. Yet they would fire people over a whim or to increase the profit margin of the shop. The double standard of the industry seemed to be common occurence. Our shop puts on an annual paddlesports expo every year. Of course being green in the industy is a huge thing. Every one in the show is in some degree, from literature to product, making a statment that they are an environmentally concious company above the big business mode of operation. Yet after the show was over the building looks like the aftermath of Woodstock 2. It was always a running joke how many empty 12 packs we'd find behind one vendors booth every year. I have so many examples of hypocritical behavior that it makes me depressed. It's not that mistake's make my unneccesarily outraged it's the hypocrisy I see time and time again. I have yes seen shops that put forth that they support the little guy, they have a cottage industry philosphy. Yet the actual story is a very different thing.

I'm not rambling here and preaching that the Outdoor Industry is evil. I just see a lot of double standards. So a simple thing like this is really just all the little things I see that show how lost community/honor/personal relationships are lost in the big business of our society. When a retailer honors a pricing mistake it's just good business to keep a customer loyal and coming back. When a manager of a larger retailing outfit takes the time to read a community forum and actually POST on it (even though Gary it was a cut and past from your facebook page, I forgive you though you're a busy man, hahaha ;)it's not a little thing anymore. It says to me that in a sea of double standards not only does one retailer care about businnes but actually supporting the community to the best of their ability. Whether it be online or local.

So when that $30 shirt gets here, hell yes I'm putting that bumper sticker on my laptop.

If ever there's a poster boy for gear slutting — THIS IS IT!!!

j/k!