KUIU vs SKRE customer service

Joined
Jul 30, 2023
Messages
53
Just felt a need to make a thread here about this after shopping with both companies and dealing with their customer service.

Skre (10/10) - customer service is excellent. Free shipping on exchanges until you're satisfied with the fit and color, and the process is super easy considering they include a sticky backed return label with each order, and I've taken advantage of this multiple times. The customer service is also very responsive to calls and emails and they quickly assist and resolve issues. Not to mention they have a lifetime guarantee on their gear (which I haven't had to use yet).

KUIU (5/10) - customer service is not great, more like barely acceptable. They make good gear but for being an online only marketplace their customer service doesn't match the needs of that kind of business model, and I'll hesitate to shop with them in the future because of this.

The colors as they appear online are not accurate to how they look in real life, I've gotten two items where the color was not what I was expecting (Bourbon looked more or less brown online, and looks more or less olive green in real life. Ash looks more or less grey online, and looks more or less olive green in real life). If you want to change the color or size you have to pay $7.50 return shipping.

Rather than an easy exchange you have to purchase the replacement item outright. They offer free shipping on your replacement order and will match the original items price if you got it on sale but if feels like having to jump through hoops to make this happen (ie. rather than being automatically applied at checkout you have to make a phone call to a customer service person to make these requests for exchanges, and they might not sound happy to be helping you with this)

I used a gift card as part of the payment towards an item that didn't fit. I ordered a replacement in a different size and had to make a new payment. Once they received the returned item they refunded me the original amount but only part to my card and the rest in the form of the gift card I used. I called saying the gift card was to be spent and I wanted the payment returned to my card. They said the manager couldn't approve this. I explained that I purchased the item in the first place because I had the gift card to spend. I told them if they wouldn't retain the gift card payment toward the exchanged item I would explain the situation to Paypal to see if they could restore my funds. Then the customer service rep immediately said they could refund the charge to my card rather than refunding me in the form of the giftcard.

It shouldn't have been this difficult, and I'm left with a bad taste in my mouth after having to deal with the haggling and hassling. Kuiu makes good gear but if you don't have advanced knowledge of the fit, color or if the gear will meet your needs then proceed with caution.
 
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Bump79

WKR
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Oct 5, 2020
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660
I concur with this 100%. Kuiu's customer service is subpar to say the least.

SKRE is top notch on that end - no questions asked and a return label is included. Scan a QR code and it take you to the return spot. Fill it out quick return or exchange and boom.

Kuiu is nicer gear generally though.
 

Bump79

WKR
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Oct 5, 2020
Messages
660
Kuiu CS has been great in my experience.
How so? Did they give you free returns for inconsistent or inaccurate sizing? Did they give you free returns for QC issues on products?

I've had both. Had a vest start to come apart after easy 1 wear. Reached out and they charged me to replace their faulty product.
 

HUNTMO-06

FNG
Joined
Apr 26, 2022
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30
How so? Did they give you free returns for inconsistent or inaccurate sizing? Did they give you free returns for QC issues on products?

I've had both. Had a vest start to come apart after easy 1 wear. Reached out and they charged me to replace their faulty product.
I had the waist button on Kuiu guide pants separate after easy use. They tried to charge me to repair it. Only after raising hell, they sent me a prepaid label.
 

Bump79

WKR
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I had the waist button on Kuiu guide pants separate after easy use. They tried to charge me to repair it. Only after raising hell, they sent me a prepaid label.
Yeah that's been my experience. I just think we should all be giving them hell more about it.
 
Joined
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I like Kuiu’s attack and kutana pants and the 120/145 merino. For me at least, easily the best in each category. But I agree that they need to do work on their pictures/colors and sizing. I’ve ordered multiple items in the same size (different colors) that were at least an actual size difference from each other. Their sizing is wildly inconsistent, more so than the way the colors look in pictures vs in hand.

Paying return shipping for things like that is a bad look given the premium you pay for their clothing.
 

Bump79

WKR
Joined
Oct 5, 2020
Messages
660
I like Kuiu’s attack and kutana pants and the 120/145 merino. For me at least, easily the best in each category. But I agree that they need to do work on their pictures/colors and sizing. I’ve ordered multiple items in the same size (different colors) that were at least an actual size difference from each other. Their sizing is wildly inconsistent, more so than the way the colors look in pictures vs in hand.

Paying return shipping for things like that is a bad look given the premium you pay for their clothing.
I agree, I love their stuff. Just wish they were reasonable with the premiums on returns/exchanges. Especially for repeat customers. Like they can look at my order history... lol you'd think they'd want to keep guys like us happy.
 
Joined
Aug 10, 2015
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So their customer service is at fault because the color was slightly different on your screen than in your hand?

And they refunded to the payment method you chose?

Boohoo

They also make it known that shipping a return is on you. It's not like it's a hidden fee. Though, like everyone else, I would appreciate a free prepaid return.

Maybe I'm just lucky but it's been pretty easy whenever I have contacted them.
 
Joined
Feb 5, 2014
Messages
1,195
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Tulsa Ok
My only customer service issue with KUIU was resolved quickly and very much to my satisfaction. Broke a stay on one of their first gen packs. I shipped them the broken pack (at my expense) and was given a completely new and much upgraded one in its stead. Well worth the few $$$ to send back.

I do agree that sometimes the colors don't exactly match, but have always attributed that to monitor settings. That said it is hunting clothing. I don't really worry much about it. FWIW I just looked at my Ridgepoint hoodie and Ash is really much more OD green when looking at it but when I hold it up to the screen it's pretty close. Also, it's a pretty damn awesome hoodie but for almost $200 it had better be.
 

Clark33

Lil-Rokslider
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Aug 12, 2015
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Moxee, WA
How so? Did they give you free returns for inconsistent or inaccurate sizing? Did they give you free returns for QC issues on products?

I've had both. Had a vest start to come apart after easy 1 wear. Reached out and they charged me to replace their faulty product.
Waist size was a bit off, shipped my replacement before I even had the return in the mail. My buddy ordered rain gear and two days later it went on 60% clearance, he called and they adjusted his price to the sale price and refunded him the difference.

I have zero complaints, First Lite wouldn’t repair a busted zipper on a rain jacket I had from them, also had another coat where 3 of the 4 total zippers on the thing broke… wanted me to send it to a local repair shop and pay out of pocket. It could be worse man.
 

Bump79

WKR
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Oct 5, 2020
Messages
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Waist size was a bit off, shipped my replacement before I even had the return in the mail. My buddy ordered rain gear and two days later it went on 60% clearance, he called and they adjusted his price to the sale price and refunded him the difference.

I have zero complaints, First Lite wouldn’t repair a busted zipper on a rain jacket I had from them, also had another coat where 3 of the 4 total zippers on the thing broke… wanted me to send it to a local repair shop and pay out of pocket. It could be worse man.
I agree it could be worse.. but I just don't think we should settle for that. Did they charge you for the return when the sizing was off?

It's almost an online retailer clothing standard to allow free returns for sizing. Flat out a Kuiu Peloton 97 top does not fit the same as my 200, a 280 fleece fits closer to a 97 but it's at least long enough, my Chugach NX had zero room for layering and fit as tight as my 200. My Yukon gaiters I had to size up. Probably more. I'm always between large and XL on tops and I'm fine with either as it's consistent. It's not consistent and that's not my fault. So I'm tired of paying for returns due to their spotty sizing. Seems pretty fair to me.

As the thread stated.. Kuiu vs SKRE customer service. Not First Lite but I also find I don't return First Lite due to sizing. SKRE has free sizing returns, free QC issue returns, free returns period. If you haven't experienced @skregear service then I can understand how you'd be ok with Kuiu's. But if you've ordered from SKRE and returned anything - you'll know it's a substantial improvement.
 

Clark33

Lil-Rokslider
Joined
Aug 12, 2015
Messages
280
Location
Moxee, WA
I agree it could be worse.. but I just don't think we should settle for that. Did they charge you for the return when the sizing was off?

It's almost an online retailer clothing standard to allow free returns for sizing. Flat out a Kuiu Peloton 97 top does not fit the same as my 200, a 280 fleece fits closer to a 97 but it's at least long enough, my Chugach NX had zero room for layering and fit as tight as my 200. My Yukon gaiters I had to size up. Probably more. I'm always between large and XL on tops and I'm fine with either as it's consistent. It's not consistent and that's not my fault. So I'm tired of paying for returns due to their spotty sizing. Seems pretty fair to me.

As the thread stated.. Kuiu vs SKRE customer service. Not First Lite but I also find I don't return First Lite due to sizing. SKRE has free sizing returns, free QC issue returns, free returns period. If you haven't experienced @skregear service then I can understand how you'd be ok with Kuiu's. But if you've ordered from SKRE and returned anything - you'll know it's a substantial improvement.
Ok well then buy SKRE not KUIU. What’s your call to action plan to get kuiu cs to your standards? Or are you just venting. I’m 99.9% I was credited for the return shipping. Actually I believe my kuiu gear shipped with a pre labeled return bag incase it needed returning?
 

Oregonboy

WKR
Joined
Sep 19, 2019
Messages
538
I don't have any experience with SKRE's CS but KUIU's has been awesome for me. Every time I've called I've talked with nice people that have solved the issue I called about. They even sent me an envelope of stickers with a nice hand written note.
 
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