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

[Maverick1]

Armchair quarterbacks assemble!

 

[waspocrew]

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.

Agreed - they should honor the warranty. That's just poor service. Makes me pause as I was about to buy gaiters from them.

 

[Mr.Ktm]

Something as small as that should be an easy fix…. For them. Pretty surprising they won’t repair it at the very least

 

[eddielasvegas]

Deny. Delay. Defend.

It's not just for your insurance claims.


Eddie

 

[chanson_roland]

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.

You mean "whoops, my bad" isn't a real policy?

 

[Sacmaster]

UPDATE: Kuiu is going to replace the bag out of goodwill, but they maintain the warranty does not apply to outlet items.

 

[cwesty]

filed a handful of warranty claims with kuiu and never had any issues even on outlet items. if they are really going to claim that outlet items aren't covered going forward - that's a big deal.

 

[BluMtn]

Heck, I bought a brand new suspension system from them several years ago and used it one Elk season (9 days). I had there pockets on the wings and when I got home and was hanging it up noticed that the stitching had come apart on the wing under the pocket. Sent them an email and they requested a picture and I sent it to them and their replay was abuse. I took it to a seamstress and she sewed it back together and she said that when it was originally sewed together it was not done correctly. I still use the suspension and pack because it is the only one out of all my packs that fit me and I can wear all day and pack heavy without to much complaining. But I have not bought another item from them.

 

[Marshfly]

I think 100% of my Kuiu items were on sale at the time of purchase. I don't really care about color and personally, all of this stuff is double the price it should be. Now knowing none of it has a warranty will have me shopping elsewhere. I can buy used gear that looks like new with no warranty...

 

[rakusak]

UPDATE: Kuiu is going to replace the bag out of goodwill, but they maintain the warranty does not apply to outlet items.

Glad you at least got this bag resolved!

 

[aMurderOfCrows]

Lots of instances on the internet about Kuiu not honoring their warranty. I like a lot of Kuiu stuff but you really have to hope you don’t need their service.

 

[SMOKYMTN]

I think 100% of my Kuiu items were on sale at the time of purchase. I don't really care about color and personally, all of this stuff is double the price it should be. Now knowing none of it has a warranty will have me shopping elsewhere. I can buy used gear that looks like new with no warranty...

Buying on sale and buying from the outlet are 2 different things. Either way, it’s still disappointing that Kuiu won’t cover outlet items under warranty.

 

[Cantshoot]

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

Would you be interested in putting a new zipper on a Sitka Hudson jacket? If that’s something you do send me a dm

 

[mgstucson]

I have bought a good deal of stuff from kuiu. I can repair it myself, but if the ever deny a warranty claim, I will buy elsewhere.

Very bad look for Kuiu, especially when they boast at every turn how rugged and reliable their gear is, and how suitable it is for hard use.

 

[Marshfly]

Buying on sale and buying from the outlet are 2 different things. Either way, it’s still disappointing that Kuiu won’t cover outlet items under warranty.

Right. There are zero notations either on the Outlet page nor on the warranty page to say they don't cover outlet stuff. It's shady AF. I don't do business with shady businesses.

 

[SMOKYMTN]

Right. There are zero notations either on the Outlet page nor on the warranty page to say they don't cover outlet stuff. It's shady AF. I don't do business with shady businesses.

I tend to agree. Every Kuiu piece I've owned has been nothing short of exceptional quality. I've only had to file one warranty claim and that was on a Gila hoodie that the bottom seam completely came undone on a hunting trip and they covered it, no questions asked. It's just mindboggling that this is the hill they want to die on for a brand and company that has pretty damn good reputation otherwise.

 

[Mtndawger]

I don’t comment on the internet often about issues like this one but it needs to be said. It undermines the integrity of everything kuiu professes to stand for to not cover the item either with repair or replacement. Literally cost them nothing to do so and creates so much social capital by covering it. A policy is one thing, but in this instance they are using a policy to hide from taking responsibility. Anyone can see from the photo the item was faulty. And what reputable company sells “outlet “ items that don’t meet their quality control standards?

 

[TacticalSquatch]

Surprising that they would tell you that upfront. Seems like they realized that they will get some bad press from that and changed their mind. Either way, glad you are getting it addressed.

 

[roosiebull]

I am not surprised. In my experience they overcharge for gear that doesn't hold up and have terrible customer service. I thought their business model was to cut out the middleman by selling directly to consumers in order to offer high quality gear at a reasonable price. It seems like they just kept the middleman money themselves.

Pretty much

Their rain gear and gaiters are excellent (relative to what’s out there) but besides that, I don’t buy much from them for those reasons. I did just get the divide 1500 for a steelhead pack on a recent sale, and at the sale price it is a lot for the money, but I hated their regular packs, mine was probably my least favorite out of any I’ve used and it got really beat up in a short time.

The little day pack i just got (similar to the op’s) is great for the purpose

 

[UKwildcatfan]

I think 100% of my Kuiu items were on sale at the time of purchase. I don't really care about color and personally, all of this stuff is double the price it should be. Now knowing none of it has a warranty will have me shopping elsewhere. I can buy used gear that looks like new with no warranty...

Sale items and the outlet store are two different things.