Kuiu return/exchange time

[OakStuddedAcres]

So I returned an item I got for Christmas, I waited a week after the package said it was delivered before checking in. When I called I was told that it would be another week since they were processing orders received a week prior to mine. 2 weeks from date of delivery seems like a long time for a return to be processed. Just wondering if this is typical or if they got backed up with holiday returns?

 

[Marble]

I think its just fine. Its nice that they even know qhat you're talking about. First lite took about the same time this year for a return at Christmas.

 

[Phat Cowboy]

I mean it's right after Christmas and these aren't big box stores like Walmart so they're inherently going to struggle with that type of volume. It's when companies like these get big and out source all the work, they go down hill in quality that's the real problem. I returned something to FS last spring for a different size and I got my new item the same week as I sent the original back I felt like it was really quick.

 

[Jethro]

2 weeks is a long time. I just returned a Sitka jacket to 1Shot Gear to exchange size L for XL. They received it yesterday at 4pm. By 6 pm I got an email saying the exchange was being processed. My jacket shipped today at 1pm. So 21 hour turnaround.

 

[accountantsanonymous]

Last time I tried to exchange, they recommended I make a new purchase for the different size, then send the previous order back for return. I have had success doing that a few times, although I have to float that cash for a bit.

 

[ericthered]

Don’t forget they also had an all time record year - by a lot! Brandon mention to Jay Scott recently that 2019 was an awesome year for Kuiu. They are just trying to keep up with normal demand much less holidays. So proud of this company as they continue to live out the America Dream in front of us. Only down side is they are in California

 

[ToddHarney]

I can provide some insight, and I hope it doesn't come off as an 'excuse' since we are always striving to be better. Late December and January present our highest return volumes of the year by far. Not only is the volume high, but many returns are gift items which can bog down the process due to incomplete paperwork/information, etc. Throw in a 5-day warehouse freeze for year-end inventory counting and WHAM, things back up in a real hurry.

I do an in-person check-in with the returns team at our warehouse every day. With our extensive product line these days it takes a well-trained and caring employee to know the products, inspect and re-package every piece that comes in, properly handle the paperwork aspect, and accurately return product to the inventory management system. We currently have 8-10 ladies on this team depending on the day and let me tell you, they care very much about efficiency, accuracy, and the customers in general. For example ALL of them WANTED to work the past few Saturdays in order to catch up. This is just on the warehouse side where returns are delivered and physically handled.

The actual refunds and other clerical steps are then handled by a team in our main office, again by people who care very much about their jobs and the customers. They are hard on themselves about delays, and work pretty much every weekend this time of year. Now that we have all sorts of extra features to wade through like rewards points, gift exchanges, prepaid return labels, extended holiday acceptance windows, etc., processing many refunds isn't as straight-forward as it used to be. They are constantly recruiting help from other departments to help get through the volume, which is the beauty of a teamwork.

Still, as has been the case for quite some time around here now, spurts of volume have a way of out outpacing our ability to fully catch up. It's like when you finally fight a big fish close to the net... and then he takes off again!

Please know that the team is working very hard not only to catch up, but to also implement improvements for better efficiency in the future. You should definitely see us go back to normal processing times here in the next week or two when volume slows back down.

I guess my point is, we'll wear it on the chin for being behind this time of year, but we want you to know it's not for lack of trying or caring. Sincere apologies for the delay, and thank you for providing more motivation for us to be better.