SAIL Omdömen 78

I ordered a Garmin Fenix watch ($1,862.58) online on October 29. The price was the same as everywhere else (full retail), but they had stock. They charged my credit card when I placed the order. It shipped via Nationex on October 30. When the delivery never arrived, I reached out to Sail and Nationex and learned it had been missorted and was in Mississauga; okay, mistakes happen, right? Nationex said it might arrive by the end of the next week (seven days later). I contacted Sail customer care again and asked for the watch to be recalled and a credit issued. The watch was delivered back to their warehouse on Nov.5, but there is no credit today, November 8. I didn't get any communications from Sail to acknowledge they had the watch (the one I never touched), so I reached out again today. The reply:
"As per Sail's policy, the returns are processed within 7 business days.
Since we have received the return on Nov. 5th, we will then process it around Nov. 13th.
You will receive an e-mail notification once it's completed.
Thanks for your understanding.
Have a nice day. - Caroline"

YUP! Have a nice day! I never touched the watch, didn't choose the worst carrier in the industry, and you have the watch - refund me!

I have been a loyal customer of SAIL since before it was as we know it now. Do you remember your origin in Beloiel? Surplus D'Armee Imrico LTEE?
—GOODBYE FOREVER!!

Update: After posting this review here and replying to their last email with a screenshot of it attached, I quickly received an automated email stating that the refund was "processed." However, when I check posted transactions to my Visa account, there is still no sign of it.
Several hours later, this email arrived:
"We sincerely apologize that your recent web order did not meet your expectations. We want to make this right for you.

A full refund for your order # __________ has been processed today, and an amount of $______ has been credited back to your VISA credit card.

Thank you for your understanding and patience. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team.

Sincerely,
______________________________

Benoit Melanson
SAIL outdoor
Gestionnaire ecommerce, expérience client
Ecommerce Manager, customer experience

Several observations: 1. The squeaky wheel gets the oil, so you have to exert pressure to get a just result.

Mistakes happen; it is how you react to correct the mistake that matters!

I will not make another order from SAIL.CA!!

UPDATE Nov. 11: Still no refund posted to Visa!!

BUYER BEWARE!!!!!! I would like to start that communication was uninformed at best…slower delivery time and I didn’t find that I could track anything…
Shoes were exactly what I wanted but the width was too small…even though they were more expensive at sail I wanted to try them because I had never shopped here before…I called the Oshawa store and asked if they could have the shoes shipped there so i could pick them up but was told to order online…and that’s what I did…I was told I could bring them back to staples or the post office so i choose staples as it was closer…when I got to staples they told me that the label was for the post office..not a problem…I returned them to the post office…
Although they received them in plenty of time,it took almost 4 or 5 days to get my refund..not fully though…they charged me an adjustment fee of $11.30…
Anyone thinking about buying from this company BEWARE!!!!!!

worst customer service ever. Couldn't get the items delivered without me being there to receive in person. No everyone works from home and they did not allow any flexibility. I'll never purchase from them again.

Quand vous allez chez sail pour l'achat d'une carabine il vous démande votre émail pour voir si sa correspond à celui de la g.r.c.la majorité ne correspondent pas,j'ai joint le bureau de la g.r.c. pour essayer de corriger,ils ont répondu que le émail était bon et que le magasin n'avait pas l'obligation de demander le mail,essayer d'expliquer sa au magasin ils ne comprennent rien,ils perdent beaucoup de vente,mais sa ne les dérange pas du tout,partout ailleurs aucune difficulté a acheter.

paid $124 for a pair of outdoorResearch Ferrosi convertible pants and never got it. customer support was dismissive. I do not recommend. Spend your money elsewhere

Bought spypoint game cameras that did not work,returned them for replacements that would not work. Returned them and asked for a refund but was told store policy said only a credit would be issued. Sold a product that failed and Sail will not stand behind their product. Will go to Cabellas next time. Crap policy

Bought an electric fishing motor (Minn Kota )in early may 16th of may
Motor defective brought it back 32 days after purchase They would not replace it
They said they would send it out for repair on warranty of course Just went to the store today three weeks later the motor is still sitting in they’re back room
Tried again to get them to replace it
They told I had two choices
1- wait for minn Kota to authorize the claim with no date in sight or
2- Drive down to Kingston myself( 2 hours away from Ottawa to an authorized repair shop and try and get it fixed myself)
Since I need the motor for a planed vacation took it back and will try to find someone local to take a look at it at my cost
I will never recommend Sail to anyone

I had to select 1 star because they don't offer zero stars. I ordered fishing lures and half of them were the wrong ones. Sail Canada has stopped providing a phone number for customer service (ridiculous) . Sail Canada does show a chat link but when you click on it it closes the chat (again ridiculous). As a customer with a complaint they offer no customer service availability. Sail Canada has no concept of customer satisfaction and I can say I will never purchase from this company again. An absolute horrible company to do business with

My shoes came within a week from the time that I ordered from them! I didnt require any customer service so I can't comment on that but I will say Nationex (the company that delivers their packages) gave me a scare because it said my package was in Paris France being delivered, which Sail does not even ship outside of Canada from what I read. I was fully expecting to not see my shoes come but they did thankfully.

This is a french company located in Quebec. I ordered some running shoes and after three days I asked them why they hadn't been sent yet. Then I said well please send them..I'll give you another two weeks. And "Caroline" sent them and then unsent them/ cancelled my order. I tried to reach out to her "supervisor" and there was zero accountability. They did refund my order. That is the only good thing they did. Don't waste time or money on these people they don't deserve your money. They don't care about pleasing the customer. What a JOKE. 2/5

I ordered a winter coat, a hat and a pair of mittens as a Christmas present for my daughter, which came to just over $300. A typo caused my package to be shipped to the wrong address, unbeknownst to me. After my package hadn't arrived, I emailed to inquire and see if it perhaps was shipped to the wrong address. They sent me a picture of the delivery in front of a red door, my door is blue so it had been sent to another house. They didn't originally send the picture of delivery until I inquired and when I realized that it was delivered to the wrong house, they responded that there was nothing they could do about it and it was my fault. Here is a quote from their response,

"Unfortunately, your parcel has been delivered according to the informations that you entered when you purchase your order. We are not responsible for that error. The customer can verify the informations of payment and shipping when they receive the 2 confirmation e-mails after the purchase."

I realize that I made a typo, but have difficulty with my vision, so reading print on a screen is difficult for me, so I missed the typo. My issue is the lack of customer service or concern. They basically said "Go find the parcel yourself and if you can't, you're out of luck, too bad so sad about your $300 and your daughter's Christmas gift. It wasn't our fault so we are done with the issue." Good customer service would have indicated at least how to get in touch with their delivery service and/or help to contact them and work out a resolution or a "touch base let us know how it goes". I hate to think if someone retired with limited funds, who also may not have the best eyesight, mobility or who may have difficulty navigating technology, make a mistake. I'm sure other people have also had the misfortune of making a typo and found themselves in the same boat.
I will never shop online with Sail again.
Happy holidays Sail, and thank you so much for your help:(

Service après vente d’achat web médiocre! Méfiez-vous, on ne voudra pas vous aider convenablement, alors meme si l’erreur provient d’eux. Je souhaite obtenir un article en échange de celui défectueux et on me demande de renvoyer celui défectueux puis merci bonsoir, le reste ils s’en balancent complètement! J’ai besoin de cet article rapidement et je n’ai aucune autre alternative, étant à 1h du magasin. Merci Sail, franchement… Merci

I ordered a pair of boots online for my son. They shipped me 2 right feet. After weeks back and forth they finally sent me what was supposed to be a left boot but was actually another right boot but to a female pair of boots this time. Now I'm sitting here with 3 right feet and no boots for my son just before winter. I just want my money back. I'll never shop at Sail again....ever. What a horrible experience!

They do not stand behind a warranty. I purchased a pair of Diawa line counter reels and the second time I used them, one failed. I called the Cambridge store, talked to the dept manager who told me to bring it in and they would make good with the warranty - that they have an AGREEMENT with Diawa. So I drove a little over an hour to the store to have them tell me that they could get me the latest version as what I had was no longer available. This info could have been shared over the phone but was not so close to 3 hrs of my time to travel and for ABSOLUTELY NOTHING. And i would have to make up the difference between what I paid for the original reel and the replacement - approx $95 ..... And to boot I would have to travel approx 3 hrs again to pick it up - so $95 price differance, 5.5 hrs of my time and approx $75 - 100 in fuel costs - why the hell not just buy the replacement reel - would have BEEN CHEAPER. WILL NEVER SHOP AT A SAIL STORE AGAIN EVER ! ! ! ! - Even Diawa was useless as it was not possible to actually speak to a live person TODAYS CUSTOMER SERVICE LEAVES EVERYTHING TO WISHFUL THINKING

Poor business online. Does not refund online order thru mail, post without 11$ fee. Shipping not cover. More then 40percent discount not refund. Risky for the customer to pay more then the value of the item. Boot are too small. That store is good only for in-store shopping and in-store refund.

I received very quickly my online order placed August 29, 2023 and received September 1, jacket, long thermal warm socks and gloves. All in a great condition, customer service when I called the SAIL Cambridge store to inquiry about my order was friendly and helpful throughout shopping and shipment and in regards to my order. Nationex that was delivering my package had great notifications system by text notifying all the way about shipment and delivery, it was delivered on time they told they will deliver and at our house exact address to the front door. Package was intact, everything inside the package was also packed appropriately. I bought a jacket at sale price no one else online offered that price for jacket like that, very affordable at just 59$ that was 119.99$ windproof and water repellent by Borealis cute mid season jacket in lovely color. It was all worth it and I am glad I shopped at SAIL regardless of all the negative reviews I read after making my purchase that left me stressed and worried. I do recommend shopping online at SAIL and if I was close to actual stores I would shop there as well because of the service I received over the phone at the Cambridge store.

I am writing to express appreciation for the service that I received from staff at Sail today:
1. Sales Associate Ben who helped me to find shoes that fit my unique needs, waterproof, wide foot, which is not always easy, and help me to understand the unique features of each of the brands and shoes that he introduced to me.
2. Staff at the sales desk who reminded me to try the shoes on when I get home, do so indoors (which is fair) to make sure that the shoes that I bought are a good fit for my need.

14 days and still waiting for my order. Customer service is downright pathetic, they continue to leave me hanging without trying to resolve the issue

no brains what so ever , shoes department
never answers their calls , ( has, Holes ) can't write the real word sorry,. You get another clerk not busy doing nothing and its not her department , can t check for availability, . never again. since covid service every where is BS . sick of it all.