Tuesday, May 12, 2020

Moving Towards a "New Normalcy"

In these videos, Brian takes some time to explain the current state of Mad River Outfitters as we move forward as well as instructions for curbside pickups.

****5/28/20 Update- We have now moved to 10:00 a.m.- 6:30 p.m. Monday- Saturday for Customer Service Hours and Curbside Pickup. 

• Thanks for the tremendous outpouring of support during this time. Our online store has kept our "skeleton crew" extremely busy and has allowed MRO to uphold the promise of keeping our employees' paychecks coming, even for those who have not been working at all due to concerns. We thank you all for that support and please keep it coming.

 Today we move to "full staff" and will be gradually getting everyone back to work. This will allow us to start up "Customer Service Hours" as well as "Curbside Pickup". More details below and in the video. These two customer service options will start on Wednesday, May 13th.

 The BIG news here is our New Store, which should be ready early Summer. The new store is 5 doors down from the current location and will be one of the largest and most complete fly shops the industry has ever seen. New vendors, new departments, new employees, full-time classroom, it's going to be a showpiece for the country and we can't wait for you all to see it. Our employees will begin preparing the current store immediately for the move to the new location. We'll of course keep you updated as we progress.

 "Customer Service" hours will be 10:00 a.m. - 6:30 p.m., Monday through Saturday. Basically, we will be available by telephone for service and consults. Feel free to give us a call and we'll do our best to help. Outside of those hours, please leave us a message and we'll do our best to get back to you. E-mail will remain the best way to contact us during this time.

 "Curbside Pickup" will also be available during those same hours. 10 - 6:30 p.m., Monday- Saturday. Place your order online and wait for the e-mail confirmation that we have your order processed and ready for pick-up. When you arrive, simply give us a call and we will set the order outside of the front door. More details and a video coming tomorrow on exactly how this process will work.

 The retail store will remain closed to the public until further notice.

Here at Mad River Outfitters, our mantra has always been: Exceptional customer service is what we do. Fly Fishing is what we love and sell.

That being said, with the current restrictions on retail, such as limiting the number of customers who can shop at one time, or limiting the amount of time that those CAN shop etc., we just don't feel that we can offer our usual "Exceptional Customer Service" under those circumstances. Combine that with the reality that we will need the full staff in order to run the online store AND prepare the current store for moving, we don't feel it is the right choice to open the store right now. In addition to this, with the fact that we will be preparing the store and stock to move and we don't feel we can currently offer the retail experience that Mad River Outfitters is known for.

• The online store is of course fully operational and we are not experiencing any drastic delays in processing or shipping.

Any questions, you can reach us during our "Customer Service" hours stated above or send us an e-mail and we'll do the very best that we can to help.

Thanks again for your patience and understanding, as well as your support through this challenging time. Stay tuned for updates as things change. As usual, we ave a lot in store for you, it's just going to take some time.

The Staff of Mad River Outfitters,
Brian, Andy, Patrick, Linda, Ryan, Justin, Cristina, Judy, Roger, Paul, Liam, Joe, Dev, Josh, Rogue and Bella.