First Lite Customer Service = GARBAGE

[PNW bow hunter]

I have the uncompophre down hooded jacket. It’s been good. Blocks the wind, durable and warm. Not nearly as warm as a really light Patagonia down jacket I got as a gift, but I’ve been happy with it. Good quality with lots of use.

I paid over $500 for a set of storm tight rain gear, I think that was the name. After 10-12 days of use during archery elk season(really rainy/snowy September) the zippers kept coming apart on the pants. They sent me new ones.

The next archery elk season was really rainy as well. jacket started having water seep through after the first couple rainy days. By the middle of the season the replacement pants were leaking too. It was like the water repellent finish on the material was the only thing keeping the water out. So the pants that went into the season new were leaking like crazy and the jacket that was new the previous season was leaking.

They replaced the jacket. I sold the brand new jacket to my buddy and bought myself the next size down. The brand new one I sold him leaked like crazy, and all the glue holding the chest zipper in the new jacket I bought in a different size came apart.

The rain gear was absolute garbage in my experience and opinion. 10-20 days of use at the most, and then failure isn’t acceptable on gear in the upper end of the price range for what it is. Me and 3 buddies all have kuiu rain gear now with 3+ seasons of use With no issues.

 

[PNW bow hunter]

I actually just remembered the zipper failed in my first uncompophre down jacket also. So the one that’s been durable and dependable is a second replacement one!


Customer service has been great.

But I’ve had way to much interaction with customer service for my liking.

 

[Marbles]

the problem is more the product than the customer service. I can't think of any clothing company that will let you return pants after multiple days of outdoor wear. Obsidians blow out the crotch, it's pretty well known. but they're comfy, quite, cover a lot of temps, and don't get too stinky. its all about tradeoffs.

OR let me return gortex paints after I blew the crotch out skiing, they apparently where not designed for doing the splits in.

 

[Maverick1]

Long story short, and knowing First Lite is a sponsor here I hope this doesn't offend anyone. I was gifted a pair of Obsisdian merino pants which retail for $180 with tax close to $200 pants. After a couple minimal uses this past fall I was sitting on an elk wallow.

I felt a breeze coming into my crotch as the sun went down. I figured l had left my zipper down. I glanced down and the entire crotch of my $200 pants had ripped out at the seam.

I put an iron on patch on them to get me through the fall and am now just dealing with First Lite customer service. I didn't have an original purchase email since they were a gift. First Lite has told me I am shit out of luck and NOTHING can be done. No exchange, refund, in store credit just "Sorry nothing can be done"

This might save one of you the headache of doing business with a company that WILL NOT STAND BEHIND THEIR PRODUCT. My $20 five year old Wranglers from Wal-Mart have held up better than a supposedly premium brand of First Lite. Don't waste your money, lots of better options out there. Pnuma, Sitka, Asio, Kings to name a few that stand behind their product.

Hope this may save someone frustration, disappointment, and some money.

Can you address the part where these pants were seven years old?

 

[Travis Hobbs]

Can you get them an order number or proof or purchase showing they are like new and try again? I can’t believe they won’t help you. Even daily use a 200 pair of pants outta last at least a full season without a seam busting!

I think first-lite is the bottom of the list when it comes to gear quality. I have had numerous problems, the final straw was a walk out of the mountains in basically my underwear after a pair of my brand new wool pants I believe the Kanabs, literally became a skirt.

They have some awesome pieces I’d like to love, but there are so many better options at better prices.

 

[Bocephus131]

Can you address the part where these pants were seven years old?

Absolutely.
I'll gladly provide the details and insight here just as I relayed to Fran in customer service at FL.
These pants were a gift to me from my Grandmother who has passed away. When I received the pants they were new pants with tags this past August. I wore them on two elk hunts in September, on the second elk hunt is when the crotch blew out of them. Keep in mind these were the Obsidian pants. As I stated before I put an iron on patch to cover my cock and balls from the elements for the rest of the fall. I posted my experience over on bowsite, and thats when a fellow bowsiter reached out to me.
He apparently has some contacts at First Lite, and I'm assuming they pulled my case with Fran in customer service. His contacts at FL informed him that they haven't made the Obsidian pants in max1 camo for seven years. Unbenounced to me my pants were NEW old stock still with tags. I do appreciate the bowsiter and told him in PM's I didn't expect anything from him, but wanted to share my experience and hopefully save someone else the hassle. I also have learned that apparently the Obsidian pants were as shitty 7 years ago as they are today, and First Lite still sells them, and doesn't stand behind them. Confirmed based on recent reviews from their own website and experiences shared here. I appreciate the guy on Bowsite reaching out and trying to help, he was actually much more helpful than FS wanted to be, but this new detail solidifies my experience further that even after 7 years nothing has been done to rectify an ongoing problem. This thread riddled with similar experiences and issues also solidifies my experience.

If mine was an isolated incident I would look at FL again going forward, but unfortunately that isn't the case.

 

[switchback7]

its wild to me ppl are still complaining about the crotch problem that FL ended up fixing in newer model of pants. your pants are 7 years old, regardless if they have tags on them, so they are likely going to have the crotch problem that others had YEARS ago. as far as i know, FL does not have a lifetime warranty, nor a 7 year warranty.

 

[Bocephus131]

its wild to me ppl are still complaining about the crotch problem that FL ended up fixing in newer model of pants. your pants are 7 years old, regardless if they have tags on them, so they are likely going to have the crotch problem that others had YEARS ago. as far as i know, FL does not have a lifetime warranty, nor a 7 year warranty.

I believe they are still complaining because 7 years ago they had issues, and people are still experiencing the same issues today after FL has supposedly fixed the problem. Numerous recent reviews on FL's own website confirming this as well as experiences here.

I will say I was not expecting the large amount of people having issues with their gear share their experience here, but I'm glad they have.

 

[switchback7]

I believe they are still complaining because 7 years ago they had issues, and people are still experiencing the same issues today after FL has supposedly fixed the problem. Numerous recent reviews on FL's own website confirming this as well as experiences here.

I will say I was not expecting the large amount of people having issues with their gear share their experience here, but I'm glad they have.

so are you mad at the crotch problem, or customer service not giving you a brand new pair?

Are the 7 year old pants garbage, or customer service?

 

[summs]

I just put my first order in for First Lite before thanks giving during their November sale. Ordered the obsidian merino pants. Not only did I have to pay for shipping, but I paid for 12 day shipping. Left a bad taste to start. It's nearly 2023, shipping fee's for normal stock items and nearly 2 week delivery = not starting on the right foot.

I usually wear the wrangler stretch fit pants, decided to splurge and buy a 'nicer' hunting pant. Hopefully they hold up.

 

[Bocephus131]

so are you mad at the crotch problem, or customer service not giving you a brand new pair?

Are the 7 year old pants garbage, or customer service?

Let's make sure we are clear. These were NEW old stock with tags this past August. Second trip out in them the crotch blew out. I don't plan to use a pair of pants with a hole in the crotch going forward, so yes I guess they are garbage.

I wasn't expecting a brand new pair. Maybe an offer to fix, exchange, in store credit, something to retain me as a customer. But nothing was offered. If anything this was a learning experience for me. I spent two weeks this past November hunting whitetails in SD with my bow. It was brutal cold. I am looking to upgrade my cold weather gear and was leaning towards FS gear, but not after this experience and hearing multiple similar stories.

So to answer your question, yes the pants are garbage and aren't usable. I'm not mad, more surprised than anything. I hope by sharing my experience saves a fellow hunter some headache and hassle. That's it.

 

[160andup]

The obsidian pants are absolute garbage. Don't waste the money. They tear from normal wear and once a rip is started it's over, the material rips apart so easily the rip just keeps growing.

 

[switchback7]

Let's make sure we are clear. These were NEW old stock with tags this past August. Second trip out in them the crotch blew out. I don't plan to use a pair of pants with a hole in the crotch going forward, so yes I guess they are garbage.

I wasn't expecting a brand new pair. Maybe an offer to fix, exchange, in store credit, something to retain me as a customer. But nothing was offered. If anything this was a learning experience for me. I spent two weeks this past November hunting whitetails in SD with my bow. It was brutal cold. I am looking to upgrade my cold weather gear and was leaning towards FS gear, but not after this experience and hearing multiple similar stories.

So to answer your question, yes the pants are garbage and aren't usable. I'm not mad, more surprised than anything. I hope by sharing my experience saves a fellow hunter some headache and hassle. That's it.

I agree the older models had issues and many people had issues with them, and I wouldn't hunt in crotchless pants, either.

I guess the title of your post makes it seem FL did something to make you upset, when it's an issue with the model of the pants.

If you look at FL again for a pair of pants, I think you would enjoy the Corrugate Foundry pants, they are solid and I wear them from early to mid-season and haven't had any issues. I HAVE had issues with the zippers on the Catalyst Foundry's though. FL exchanged them for a new pair, though i had to pay for shipping.

 

[rclouse79]

I had an almost identical experience with kuiu attack pants. I am now on the Wrangler train. They are 8x better based on being twice as durable and a quarter the cost.

 

[switchback7]

i also like the wrangler pants thanks to this forum! lol

 

[Mule3006Elk]

My hunting partner and I ran FL years ago. Kanabs. His crotch blew out during a hunt. I thought that was odd then 1-2 years later, in the same general area, I started getting a tear. My pants were more than 3 years old. ASAT by that time had been discontinued. I called FL, they went in the back and luckily found some Kanab material in ASAT, and sent it my way. I patched the hole and good to go.

Surprised they still have the crotch blow out problem. Doesn't speak well to their R&D team.

For this reason and others I switched to Sitka and no issues thus far after 3 seasons.

 

[roadrunner]

Except the Costco pants are like capri pants on me. I pay $192 for the extra 3-4". LOL

Just wear gaiters. Problem solved.

 

[Mule3006Elk]

I had an almost identical experience with kuiu attack pants. I am now on the Wrangler train. They are 8x better based on being twice as durable and a quarter the cost.

Which Wrangler out of curiosity. I have not had a chance to board this train. LOL

 

[fngTony]

@Bocephus131 do you know where they were purchased from? If it was from a former authorized dealer then it’s definitely a grey area at best for having a warranty.

 

[Maverick1]

I believe they are still complaining because 7 years ago they had issues, and people are still experiencing the same issues today after FL has supposedly fixed the problem. Numerous recent reviews on FL's own website confirming this as well as experiences here.

I will say I was not expecting the large amount of people having issues with their gear share their experience here, but I'm glad they have.

Thanks for sharing your experience and starting the thread. Hunters learning from others about their different perspectives is valuable. From the replies here they appear to have some quality issues.

Have you considered how this plays out from First Lite’s perspective, though? Put yourself in their shoes for a moment. It would sound something like this:
“Hey, did you hear about the guy that called and wanted us to do something about his seven year old pair of pants he ‘just got’ from his ‘dead grandmother’…..”