While looking through rei and backcountry.com last night I decided I should see if I could find a good deal on a new sleeping bag. I decided to order a western mountaineering bag. I was curious to see if the 20% off applied to WM bags. Not surprising it said that the discount does not apply to this item. I used the chat function to ask if they ever went on sale. I was told the code should work for them. I stated that it said it did not work. I was asked which bag I was interested in. I replied that I was trying to decide between two different bags. The rep told me no problem and that she would put a note in my account to apply a 20% off discount for me when I had made up my mind.
A few hours later I decided on a terralite. I once again used the chat feature and told the rep about my previous conversation. The rep told me to hold on for a few minutes. When she came back she informed me that her manager said that WM is a restricted brand and that the nest they could do was 5% off. Better than nothing but I decided that I would wait until it would not be stretching my budget as I had just bought some other gear (from REI). She asked if I could hold on for a few more minutes. I happily agreed and when she came back she told me that since I had been promised a 20% discount that is what I would receive! I got free 2 day shipping as well. I have dealt with backcountry many times and I have always been pleased with the service but this was outstanding customer service.
