Wild River Outfitters Inc

Location :

3636 Virginia Beach Blvd #108, Virginia Beach, VA 23452, USA
Added by Jopie, at 11 June 2016

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• Anynomous

  14 August 2017

  We were looking at buying a Hobie kayak. These folks know them better than anyone and help you to pick exactly the one for your needs. Great staff.

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• Anynomous

  20 July 2017

  Very friendly staff. Great service. Had the rod holders no one else seems to carry.

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• Anynomous

  03 July 2017

  Knowledgeable staff who are addicted to the outdoors makes for a great way to join in on the action. Bought our three kayaks there; great service too.

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• Anynomous

  20 June 2017

  A wide variety of outdoor clothing and accessories making it the best one-stop shop before you go hiking or adventuring into the wilderness.

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• Anynomous

  21 March 2017

  Went in loved shop n staff asked them to hold a kayak while I met wife for lunch. Decided I would buy ..........tried to call 6 times to pay for it over the phone as I couldn't get back to the store before they closed but for some reason get answering service returned to store next morning with cash in hand to find they had sold it. Only alternative they had was 700 bucks more.........lost a customer for life

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• Anynomous

  18 December 2016

  I have been a customer at WRO since purchasing a Hobie kayak several years ago. The store is clean, and the staff is knowledgeable. Also, the prices are reasonable considering the nature of the hobbies represented and the quality of products sold.
  
  A few months ago, Rob had me complete paperwork for a defective Hobie kayak cart, and he said that he'd give me a call soon thereafter. After one month passed without hearing from Rob or anyone at Wild River Outfitters, I called the store. I spoke with Rob who vaguely recalled my visit. Although Rob could see notes in the computer that I had visited the store regarding a warranty issue, he had no idea what happened to the paperwork. Eventually, Rob acknowledged that the paperwork was lost. This is blunder #1.
  
  To make up for this, Rob said that he would sell me a kayak cart at a discounted price. He said that he was placing my name on the item as we were speaking, and that he was placing it in the area for reserved items. I was very clear that I would not be in town for ~ one month, and Rob said that it would not be a problem. Rob even said that they normally require a down-payment to hold items for such a period, but that he wouldn't require it in light of losing my warranty paperwork.
  
  One month later, I called the store to let them know that I was coming in that day to pay for the kayak cart. The saleswoman who answered couldn't find the item in the store or any notes in the system about my transaction with Rob. Rob eventually got on the call, and after refreshing his memory with notes in the system, he remembered me.
  
  Rob then said that he sold the kayak cart that he had reserved for me because they don't hold items for that period without a downpayment. WTF? I then reminded Rob that he volunteered that he wasn't going to require a down-payment because he lost my warranty paperwork.
  
  Rob wasn't the least bit concerned with his second screw up (i.e., blunder #2). He said that the item was on backorder, and that he could order one without any idea when the item would be in stock. I explained to Rob that I had relied on him having the kayak cart available because of my plans. Did Rob apologize for blunder #2? No. Did Rob care that I told him that I would leave negative feedback online about Wild River Outfitters, making a point to identify him by name, unless this is rectified? Nope. I can only assume that Rob did not convey my request to have the owner call me to address my dissatisfaction.
  
  I understand that mistakes happen, and no one died because of Rob's mistakes, poor judgment, and lack of customer service. But it is how mistakes are redressed that matters. Although Rob made an attempt to fix blunder #1, his efforts were wasted in light of blunder #2. Rob simply did not care that his mistakes and poor judgment changed my weekend plans with my son.
  
  Because Rob didn't forward my complaint to the owner in a more private setting, I am doing it here. I would appreciate a reply to this posting, and I am optimistic that I will receive a favorable outcome. I look forward to hearing from you.
  
  UPDATE:
  
  Several weeks after I posted this review, I received a call from Nicole at Wild River Ourfitters. Nicole apologized profusely for how horribly this matter was handled, and she arranged for me to receive the kayak cart for free as a way of apologizing for their blunders. I hope that they have instructed Rob on how to work with customers to resolve issues.
  
  Although I was never looking for a free kayak cart, I accepted their offer. With this matter behind me, I look forward to doing business with Wild River Outfitters. As such, I am changing my 1-star rating to a 4-star rating.

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• Anynomous

  15 November 2016

  Love this place. Super helpful and the right gear.

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• Anynomous

  14 October 2016

  Great Boats, Friendly staff , thank you! Hot prices. 40% Discount on clothing and Salomon shoes!

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• Anynomous

  18 September 2016

  They have a good selection with some hard to find items like Vibram shoes.

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• Anynomous

  18 June 2016

  Always knowledgeable in many areas. They offer a Boy Scout discount.

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