KUIU question - Super Down Jacket has a tiny hole

[colonel00]

So I decided to pull the trigger on a Hooded Super Down Jacket to take with me to Alaska in a week. It arrived today and I was happy with its fit and weight. Sadly, I was just trying it on again and I notice a feather coming through in the stomach area next to the zipper. I know this happens sometimes with down products but upon a closer look, there is a pretty good sized slit in the material. By good sized I mean it 3-4mm or 1/8". I know this isn't huge but I would hate for it to constantly hemorrhage down, especially for a brand new jacket. I shot an email off to KUIU but don't expect to hear back until Monday. Reading their return policy it looks like I would have to order another jacket (I am guessing I pay shipping again) and then ship this one back (again paying shipping) and eventually I would get a refund for this jacket. This doesn't seem like the best option either and depending on availability, I may not have a jacket to take on my trip.

So, am I reading KUIU's return policy correctly and can anyone chime in with experience with a return/exchange?

The puncture is fairly small as I stated above so I wonder if there is a simple way of making a repair and living with it. I was thinking of a little dab of superglue or some other sealant. I figure someone out there has put a hole in a down jacket before. Thoughts?

 

[realunlucky]

I'd wait to hear back how they'll treat the return but I've sealed up small holes in my down bag with tent seam seal with great results

 

[Justin Crossley]

I hope they take better care of you than that man! There is no way I would be happy with patching a new coat that just cost me $250.00

They should send you a pre paid return package and send you a new coat as soon as they receive the bad one.

I had a few holes in my GoLite SL5 tent that I bought a few months ago and they were already sold out when I emailed them with my problem. Golite searched their stores and found me a new tent. They sent the new one out before I even received the package to ship the bad one back to them. I was really pleased with the way they took care of me and I will buy from them again.

Let us know how Kuiu treats you on this one.

 

[colonel00]

Well, below is their policy and as far as I can see, it appears that their standard is to have the customer pay return shipping. And yeah, I won't do anything to the jacket until I hear back but I figured I would get the question out there.

EXCHANGES:
• Must be returned to KUIU within 60 days of the original purchase date
• Product must be unworn and in an unaltered, salable condition with tags attached
• By law, product must be sent back clean
• All exchanges must be associated with an RA number. Items returned without an RA number included will not be accepted. Please contact customer service for an RA number.

To account for changes in inventory, the exchange process is executed in two steps:

1. A new order is placed for the desired exchange merchandise and a charge to your credit card or other desired payment method of choice is processed. You will receive an Order Confirmation email when the new order is placed.

2. Authorized return merchandise is accepted, processed, and a credit of the full purchase price (shipping excluded) will be issued in the form of the original payment method.

Because item availability cannot be guaranteed at the time your return is received, we highly recommend placing a new order as soon as possible.

HOW TO PREPARE YOUR RETURN PACKAGE:
• By law, product must be sent back clean
• Clearly mark outside of package with assigned RA number
• We highly recommend insuring your return package, as KUIU is not liable for packages lost in transit
• Ship return packages to:
KUIU Returns Department
1920 N Lincoln St #101
Dixon, CA 95620

 

[Daniel_M]

I get irritated when a company makes the customer pay ship back a faulty product.

 

[Justin Crossley]

That looks like just their exchange policy.

When you receive a faulty item, They should handle it differently I would think.

I get irritated when a company makes the customer pay ship back a faulty product.

I think it is total BS to make a customer pay return shipping in this case. Hopefully Kuiu steps up and takes care of it the way they should.

 

[colonel00]

Yeah, I am holding judgement until I hear back. To be fair, the ordering process was a bit messy, but totally on my end as my girlfriend was wanting to buy me the jacket. When she placed the order she accidentally ordered the regular jacket without the hood. When I noticed the error, I emailed and called KUIU and Sarah was great to deal with and she went above and beyond to help cancel that order and get the correct order through. I was actually going to send an email or post a compliment to the customer support staff for the way that was handled.

Mostly I a concerned from the standpoint that I now have a week until I leave and I am now questioning the durability of the jacket material. I don't "need" the jacket this year as we are just doing a fishing trip but I am starting to gear up and test for some epic adventures next year and it would be nice to have the jacket.

 

[todd kelly]

Yeah, I am holding judgement until I hear back. To be fair, the ordering process was a bit messy, but totally on my end as my girlfriend was wanting to buy me the jacket. When she place the order she accidentally ordered the regular jacket without the hood. When I noticed the error, I emailed and called KUIU and Sarah was great to deal with and she went above and beyond to help cancel that order and get the correct order through. I was actually going to send an email or post a compliment to the customer support staff for the way that was handled.

Mostly I a concerned from the standpoint that I now have a week until I leave and I am not questioning the durability of the jacket material. I don't "need" the jacket this year as we are just doing a fishing trip but I am starting to gear up and test for some epic adventures next year and it would be nice to have the jacket.

My experience with Kuiu customer service has been hit or miss. First off, call them first thing Monday morning, as they are terrible at replying to emails.

Second, When you do talk to some one, if you don't like what they are telling you, ask to talk to some one else. Their staff is inconsistent with their dealings with problems.

And lastly, if your still not happy with what is going on, make Jason aware of the issue. Email him, post on his blog and forum about the problem. I have seen him step in and correct problems his staff has not dealt with properly. He will look after you and make things right.

 

[Daniel_M]

Seeing that there are some KUIU staff type members here, hope they take note.

 

[BigSurArcher]

Call Monday and ask for me (Todd) if you want, although anyone can help you. A warranty exchange is different than a typical size/pattern/didn't like it exchange which is what you are reading. No reason to have to glue up your brand new SD jacket.

Todd

 

[colonel00]

Call Monday and ask for me (Todd) if you want, although anyone can help you. A warranty exchange is different than a typical size/pattern/didn't like it exchange which is what you are reading. No reason to have to glue up your brand new SD jacket.

Todd

Thanks Todd. I was hoping that would be the case. Hopefully you still have a hooded verde in XL left as the site still shows.

 

[justin262]

I just ran into an issue where there was some sort of mix up and Kuiu sent me the wrong color gaiters from which i ordered. When i sent them an email about it they responded 3 days later, told me they will make it right, but said they were now out of the color i originally ordered. After a few more days they said they could get me the right color, and sent me a prepaid shipping label to return the gaiters. They charged me again for the 2nd pair without my confirmation for another charge on my card (their prices went up too on the gaiters). I now have 130$ tied up in my one set of gaiters and expect to get refunded soon hopefully. It's been about 3 weeks since I returned the 1st pair.