Kuiu denied warranty claim on my 6 month old backpack / UPDATED

[180ls1]

I've had 2 different email conversations with the warranty people at KUIU about it. I'd love to run it up the chain if anyone has a point of contact.

Hmm, try asking who their boss is and go from there.

I had an improperly sewn item from First Lite, it took 6 emails and 4+ months or so but I was finally refunded. Not sure it was worth the hassle looking back at it.

 

[TSAMP]

Hmm, try asking who their boss is and go from there.

I had an improperly sewn item from First Lite, it took 6 emails and 4+ months or so but I was finally refunded. Not sure it was worth the hassle looking back at it.

Refunded, or store credit?

 

[rakusak]

I purchased a Kuiu Venture Divide backpack in September directly from the Kuiu website. Recently, it ripped where the zipper attaches to the main compartment. I filed a warranty claim with Kuiu, and they denied it stating that because the backpack was ordered from the "Outlet" section of the website the warranty does not apply. They say the website states items ordered rom the Outlet cannot be returned or exchanged. Okay, well this is not a return or exchange; this is a warranty issue. Mind you, this wasn't a used/second/blem item; the particular color I ordered was just on sale. Nowhere on the website does it state the warranty does not apply to sale items. Pretty crappy customer service, and I won't be spending anymore money with Kuiu, which is a shame because I like all of their products that I have purchased in the past.

View attachment 872760

Good to know. I just got an outlet item, but I hope it lasts!!!

 

[flyfisher117]

If that’s the case I won’t be buying from Kuiu anymore. No warranty on sale items? That’s the only time I buy your shit lol

 

[180ls1]

Refunded, or store credit?

Refunded. My case was pretty severely mishandled though.

Showed up with a hole, lack of QC.
Exchange item was never sent back
Follow up email on missing item was answered but exchange never sent, again.
Again follow up again never resulted in anything showing up.
Next email asking for to be reimbursed resulted in a gift card that never showed up lol.
Finally, I called and professionally demanded my money be returned, which was honored.

This was FL. Kuiu has been great to me and I honestly doubt I would have that bad of an experience again with FL.

 

[Lipka101]

Yeah I wouldn't be upset if they said warranty does not apply to sale items, but they don't say that. They just say sale items cannot be returned or exchanged. To me that is two different things.

If you ordered it from the outlet I'm not surprised, I'm pretty certain that final sale note on the packing slip when ordered from the outlet means no returns and no warranty. I didn't confirm that, I just assumed that.

 

[TSAMP]

Refunded. My case was pretty severely mishandled though.

Showed up with a hole, lack of QC.
Exchange item was never sent back
Follow up email on missing item was answered but exchange never sent, again.
Again follow up again never resulted in anything showing up.
Next email asking for to be reimbursed resulted in a gift card that never showed up lol.
Finally, I called and professionally demanded my money be returned, which was honored.

This was FL. Kuiu has been great to me and I honestly doubt I would have that bad of an experience again with FL.

Ive gotten hit twice with the "store credit only" from FL and its why I won't consider purchasing from them anymore.

 

[sodaksooner]

Have only had one warranty item. They took care of me and then some. Broke the frame, which was a common problem. The 5500ci bag that was on it was an outlet item. I actually ordered it with a smaller bag. That said, I was worried they would only warranty it with the smaller bag, which they had every right to do since that was how it was purchased, leaving me with an unuseable 5500 ci bag. It's clearly that way in my purchase records. That said, they warrantied the frame and threw in the new 6000 CI bag. I was happy with the deal for sure. I just had to return the used bag and broken frame. Still have the 1850 ci bag in a box somewhere....

 

[UKwildcatfan]

I've purchased and used several articles of clothing from them, have put some items through the ringer. Have always thought their CS was outstanding. I've had pieces returned for repair of zippers, again, no issues and very quick turn around. Probably one of the very few companies I'd consider myself a fanboy of.

 

[doncarpenter]

That's definitely a manufacturer defect. Let me know if they don't end up covering it, I'll fix it for you. That's a pretty easy fix.

Sent from my SM-S911U using Tapatalk

 

[PoniBoy]

Definitely seems suspect that they wouldn’t honor a warranty on an item just because it’s on sale. I would try talking with someone else at Kuiu.

 

[Seeknelk]

I'd keep trying...they were outstanding for me on a broken gaiter buckle. Just sent me a brand new pair, didn't want the old ones or even a pic.

 

[PoniBoy]

I'd keep trying...they were outstanding for me on a broken gaiter buckle. Just sent me a brand new pair, didn't want the old ones or even a pic.

That’s sounds more like it. Any reputable company these days should understand the value of a customer

 

[tracker12]

Email I got from Kuiu 5 minutes ago.

Hi Tony,

Thank you for reaching out to KUIU. Outlet items are not covered under our warranty but all of our non-outlet items are still covered under our lifetime warranty. Please let us know if you have any additional questions!

Regards,


Leon
KUIU Customer Service Team
800-648-9717
www.kuiu.com
Monday-Friday 7:30 A.M. to 4:00 P.M - Pacific Time
Saturday 8:00 A.M. to 1:00 P.M - Pacific Time

 

[chanson_roland]

Email I got from Kuiu 5 minutes ago.

Hi Tony,

Thank you for reaching out to KUIU. Outlet items are not covered under our warranty but all of our non-outlet items are still covered under our lifetime warranty. Please let us know if you have any additional questions!

Regards,


Leon
KUIU Customer Service Team
800-648-9717
www.kuiu.com
Monday-Friday 7:30 A.M. to 4:00 P.M - Pacific Time
Saturday 8:00 A.M. to 1:00 P.M - Pacific Time

That's disappointing. Nothing about outlet goods NOT being covered is on their warranty page:

KUIU Warranty

WHAT WARRANTY COVERS: This warranty covers any manufacturer workmanship defects in your KUIU gear. This warranty applies to consumer use only and is null and void if the product is used in a manner it is not intended for. HOW LONG COVERAGE LASTS: This warranty lasts for the lifetime of the product.

www.kuiu.com

KUIU Help Center

If you need help on something KUIU related, we're here to give you a hand. Just type in your question or browse through our preset categories to get started.

www.kuiu.com

At minimum, Kuiu should make this clear on their warranty page. I've bought tons of stuff off outlet and always assumed warranty would apply.

Feels a bit misleading.

I'll call them and point out their website doest NOT explicitly state outlet goods aren't covered.

 

[wysongdog]

And here I’ve been loving KUIU but

 

[BBob]

I'll call them and point out their website doest NOT explicitly state outlet goods aren't covered.

Absolutely! Nowhere that I see is it found that Outlet items aren't covered by a warranty. Nothing on the warranty page at all, nothing on the Outlet pages and nothing on individual Outlet item page either.

They only state this on the Outlet page: "All sales are final and not eligible for return or exchange and cannot be combined with any other discount."

 

[AZ_Hunter_2000]

Short term: Spend a couple of bucks and get it fixed
Mid term: Take Kuiu to small claims court and get your money back



Edit: from their site… (reach out to them)

Rugged Thread Outerwear Repair can also give a third-party opinion as to whether the damage should be covered under warranty.

Rugged Thread Outerwear Repair
2525 NE Twin Knolls Dr. Suite 10
Bend, OR 97701

[email protected]

541-306-8727

—-

WHAT WARRANTY DOES NOT COVER:​

Any problem that is caused by abuse, misuse, or an act of nature (fire, flood, moths, etc.) is not covered. Snags, stains, pilling, discoloration, deterioration, burns, or damage from normal wear and tear are not covered by this warranty. Outlet purchases are not covered by warranty. Consequential and incidental damages are not recoverable under this warranty.

 

[tracker12]

That's disappointing. Nothing about outlet goods NOT being covered is on their warranty page:

KUIU Warranty

WHAT WARRANTY COVERS: This warranty covers any manufacturer workmanship defects in your KUIU gear. This warranty applies to consumer use only and is null and void if the product is used in a manner it is not intended for. HOW LONG COVERAGE LASTS: This warranty lasts for the lifetime of the product.

www.kuiu.com

KUIU Help Center

If you need help on something KUIU related, we're here to give you a hand. Just type in your question or browse through our preset categories to get started.

www.kuiu.com

At minimum, Kuiu should make this clear on their warranty page. I've bought tons of stuff off outlet and always assumed warranty would apply.

Feels a bit misleading.

I'll call them and point out their website doest NOT explicitly state outlet goods aren't covered.

In my response back to them I made the recommendation it should be added in the same line that says no returns or exchanges.

 

[HairyScandinavian]

In my response back to them I made the recommendation it should be added in the same lone that says no returns ar exchanges.

I would be inclined to ask them to point out where the consumer would have been notified about that. IMO an email after the fact isn't sufficient and they should at least make an exception and update their website to reflect the policy.