Kuiu great CS

[rodney482]

2nd time Ive used Kuiu CS. This time it was completely my fault, I had lost part of my bino harness. Tried to buy the parts, nope they would not let me buy them.. Shipped free of charge.

Excellent products backed by outstanding CS

Thank you Ben!

 

[IChaseCoues]

I've had the same great experience with their CS. Mainly returns because I ordered the wrong size and one warranty return.

 

[IdahoElk]

They have always gone out of there way to help me.

 

[COlineman78]

Had a recent issue where it has taken forever to get a refund for a return. It was delivered to them the morning of 10/13 (shipped 10/6) and I got an email yesterday (10/27) after contacting them on Friday (10/23) inquiring about it and it has finally been processed but has yet to show up on my credit card statement. A return should not be a month long process and this has been a little absurd. With how inconsistent their sizing is you'd think they had the hang of processing returns.

 

[4875]

I am currently having a warranty/return issue on a pair of Grand Dru boots. Long story but bottom line is CS told me they are too big to take care of their customers the way they used too. I won't be doing business with Kuiu anymore.

 

[sojourner]

I had and issue and received great service. They immediately sent a replacement product without even asking for a receipt/order number or even asking me to return the defective product. Definitely some of the best customer service I've received in a while.

 

[jmez]

It has been a few years but when I dealt with them it was positive.

I bought a pair of gaiters and the snap broke on them. Sent them an email and they responded right away that they had a bad run on the snaps and were aware it was a problem. They said they had ordered the materials to fix them so I could send them in. I replied that it didn't really affect the function so I'd wait to send them until they had the stuff to fix them. A week later they called me and said that the stuff still hadn't come in they were just going to send me out a new pair. I told the guy I didn't mind to wait and they didn't need replaced over a snap so he said he'd call and let me know. Couple weeks later he called and said they had the stuff so I sent them in and had them back in a week.

I thought they handled it well.

 

[4875]

Well after numerous emails KUIU came through and the issue is resolved. Hard to believe it took that much effort but at least it is resolved.

 

[Derek Anderson]

Meh, I have been on the fence with the CS. I placed $400 worth of orders yesterday on separate orders, called and asked to combine them and give me the free shipping and the told me to pound sand.

 

[Manosteel]

Meh, I have been on the fence with the CS. I placed $400 worth of orders yesterday on separate orders, called and asked to combine them and give me the free shipping and the told me to pound sand.

NOT COOL!

Talk about nickel and diming your customers

 

[sojourner]

I had a good experience with their customer service going above and beyond the other day. I had been searching online for a while for a place I could buy some of those duraflex gatekeeper tensionlock buckles that Kuiu uses- the ones with the little metal clip on the end that you squeeze and it pops open. They are the perfect thing for a number of applications, especially matching up various bags and frames. Turns out there is no one who sells them to the public in small quantities. Finally I emailed Kuiu customer service and asked if they would sell me some. I half expected them to say that I was welcome to buy one of their replacement hardware kits. However, the wrote back and asked how many I wanted. I said 6 of the 3/4" and 6 of the 1". They said that would be 10$ shipped! I was pretty happy to hear they would do that for me. He also went out of his way to help me with the payment process. He wanted me to call in to pay with a card, but since I'm overseas right now and our internet wasn't working very well I couldn't call, so he helped me pay using email. I really appreciate them helping me even though it was something really small and it's not like they really made any money off that sale.

 

[n2horns]

Their clothes are good but other products seem to be experiments that they try with customers, backpacks, tents etc.. I have had good and bad CS, more bad. They have a very high and mighty attitude that there stuff is the best and nothing compares. Bring the attitude down especially since they have not invented anything earth shattering.

 

[Kevin Dill]

I have never bought anything from KUIU except clothing. I've had few reasons to contact CS over the years, but they've never left me with any negatives I can recall. I do recall wanting to place a second order (same or next day I think) and have shipping combined. The first order had processed and the only way to combine shipping/orders would have been to cancel the first order, refund the card, and do an entirely new order. I've been able to do it a few times with other companies as long as the original order hadn't processed and my cc charged.

 

[RdRdrFan]

Meh, I have been on the fence with the CS. I placed $400 worth of orders yesterday on separate orders, called and asked to combine them and give me the free shipping and the told me to pound sand.

Weird. I placed a big order on Thursday and decided to add a Super Down jacket yesterday. Called in and explained the situation and the nice lady processed my order with free shipping.

Sounds like it's hit and miss based on who answers the phone!

I must be lucky. I've only had positive customer experiences with Kuiu. I'll be a customer until that changes.

 

[ofl0926]

I'm really sorry that happened to you.
I placed an order with them on Thursday with no problem. I called and they were great with me.

 

[n2horns]

Kuiu is non flexible in any combining orders I have done. They would do it, but other companies will as that is good customer service. Seems like the only thing Kuiu has that not on backorder is their processing. But their refund process is the worst in the business.