Additional Information for Hero Outdoors

BBB files indicate a pattern of complaints regarding this company. Consumers have advised our office of the following issues: late or non-delivery of products, missing or incorrect items delivered, reneging on refund promises, issues with quality of products and customer service. Consumers do not receive a prompt resolution of their concerns.

On June 1st 2020 BBB sent a email to notify the business of its concerns and requested that they work towards correcting the underlying reason for the complaints.

On June 17th, 2020 BBB received a response from Hero Outdoors regarding their Pattern of Complaints. Hero Outdoors has agreed to implement strategies to eliminate their Pattern of Complaints. The response from Hero Outdoors:

Throughout the COVID-19 crisis our business has experienced upheaval after upheaval. We lost a large percentage of our staff due to immunocompromised family members, our fulfillment process was greatly effected by our suppliers throughout North America being shut down for a duration of time or also greatly reduced in their productivity because of state/government restrictions.

We recognize the complaints that have been made against our business, and are taking steps to make changes immediately - beginning with hiring new stuff, adjusting our fulfillment process for quicker/ more efficient service, and increasing our communication with our customers - specifically on out of stock or discontinued items, where customers now will receive an immediate refund.

These changes are being implemented immediately, and we believe they will greatly increase the quality of our customer experience moving forward. We believe that Hero Outdoors can remain an upstanding, family-run outpost in our community and are looking forward to continuing to serve our great customers moving forward.

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