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

[Sacmaster]

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


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.

 

[BuckRut]

Rough deal but that is pretty standard across all kinds of items. Had the same issue with some furniture purchased at a going out of business sale.

 

[Sacmaster]

Rough deal but that is pretty standard across all kinds of items. Had the same issue with some furniture purchased at a going out of business sale.

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.

 

[pods8 (Rugged Stitching)]

I have an email for Dec 10, 2024 from their customer service that contradicts their claim to you.

"Hi, I was looking at some items in your outlet (such as the attack pants) and noticed it stated they were backed by your warranty. In the past I didn't recall that being the case and see your terms and conditions still state outlet items are not covered. Needless to say these contradict each other.

Are outlet items now covered by warranty as the listings are showing?"

Their reply:

"Outlet items are covered by the warranty for manufacturing defects just as non-outlet items would be."

 

[maxx075]

 

[pods8 (Rugged Stitching)]

It appears the fabric edge was too close to the stitch line and it pulled free of it? Or did the fabric tear? If it pulled free of the stitching that would absolutely be a manufacturing defect, they sewed it poorly.

 

[Sacmaster]

I have an email for Dec 10, 2024 from their customer service that contradicts their claim to you.

"Hi, I was looking at some items in your outlet (such as the attack pants) and noticed it stated they were backed by your warranty. In the past I didn't recall that being the case and see your terms and conditions still state outlet items are not covered. Needless to say these contradict each other.

Are outlet items now covered by warranty as the listings are showing?"

Their reply:

"Outlet items are covered by the warranty for manufacturing defects just as non-outlet items would be."

I'd love to get a copy of that email to send them. I'd redact your info.

 

[Turkeygetpwnd38]

I’d call and try to get someone else on the phone. A lot of times with CS (especially now days) a lot can depend on who picks up the phone.

I’ve always had good luck with Kuiu warranty the few times I’ve used it, but never tried on an outlet item. You’re right though, no where on their warranty Q&A or outlet page says items are excluded from warranties that I can find.

 

[BuckRut]

What's your take on the failure @pods8 (Rugged Stitching)? The seam didn't fail if was the fabric itself. Also it occurred right where that buckle should be carrying the load on that fabric. Kind of looks like a sharp object met a tight corner if I'm being honest.

 

[rclouse79]

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

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.

 

[pods8 (Rugged Stitching)]

I'd love to get a copy of that email to send them. I'd redact your info.

Send me an email address to forward it to.

What's your take on the failure @pods8 (Rugged Stitching)? The seam didn't fail if was the fabric itself. Also it occurred right where that buckle should be carrying the load on that fabric. Kind of looks like a sharp object met a tight corner if I'm being honest.

If there fabric pulled free of the stitching completely, IE there isn't a torn off strip still there in the seam, it was sewn wrong without enough seam allowance for the fabric. That is what I was asking above.

If the fabric tore then you get into an arguement of use (like a sharp object) or a problem with the fabric/selection of fabric for the use case.

 

[Sacmaster]

What's your take on the failure @pods8 (Rugged Stitching)? The seam didn't fail if was the fabric itself. Also it occurred right where that buckle should be carrying the load on that fabric. Kind of looks like a sharp object met a tight corner if I'm being honest.

I can promise you that no sharp object penetrated the bag right there. The pack has lived a very gentle life of being my carry-on for a few flights.

 

[Bowhunter50]

This is disappointing to hear. I was surprised kuiu covered some gaiters for me once. Didn’t think there was a chance but thought I would at least ask and was pleasantly surprised. They’re usually pretty good. Like others have said, I would try again and hopefully get the right person. Keep us updated

 

[svivian]

What's your take on the failure @pods8 (Rugged Stitching)? The seam didn't fail if was the fabric itself. Also it occurred right where that buckle should be carrying the load on that fabric. Kind of looks like a sharp object met a tight corner if I'm being honest.

looks like a bad stitch job

 

[HairyScandinavian]

OP, they covered a t-shirt I bought for $15 in the Outlet a while back. It developed a small hole on the shoulder similar to your stitching issue. They actually shipped me a replacement shirt free of charge even, figured they'd just give me $15 store credit which would have sucked.

 

[pods8 (Rugged Stitching)]

This is disappointing to hear. I was surprised kuiu covered some gaiters for me once. Didn’t think there was a chance but thought I would at least ask and was pleasantly surprised. They’re usually pretty good. Like others have said, I would try again and hopefully get the right person. Keep us updated

I've only used their warrant once but had no issues. The zipper fly teeth on a pair of attack pants I had had for a number of years failed on me and they replaced them.

I actually replaced the zipper and I am still using that pair with the other in reserve, it wasn't a pretty stitching job putting in the new zipper but there are other places on those pants I've sewn through to repair/reinforce as well and they are camo so who cares. IE I would wear through the surface stitching on the rear pockets and ankle cuffs for instance, I just ran more stitches on the surface in a heavier thread, the old frankenstien appearance.

 

[BuckRut]

looks like a bad stitch job

View attachment 872777

Upon further inspection I agree. You can see the stitching above and below the hole look a little loose as well.

 

[87TT]

Should have bought an Exo, just saying.

 

[180ls1]

Have you run this up the chain?

I am guessing you received a response by a likely overworked CS person who does not care not have the time to address this properly. I am guessing you could get this worked out with a little more effort.

 

[Sacmaster]

Have you run this up the chain?

I am guessing you received a response by a likely overworked CS person who does not care not have the time to address this properly. I am guessing you could get this worked out with a little more effort.

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.