COLOelkman
WKR
I recently purchased a baselayer from Outdoor Vitals called dragonwool which is similar to merino wool material. It was on a closeout sale and I had $ in my account I wanted to use so I bought one. After wearing it 3x around the house under a jacket, I was totally shocked to see a significant amount of snags in particular 1 area about 3 in x 3 in on the upper chest. When I enquired about returning/exchanging it, they said their warranty does not cover closeout items! Which is does say that in their fine print and I didn't realize it. After sending them pictures, they said if I had clear pictures of when it arrived (who takes photos of new gear?) they might consider doing something. Just talked to their customer service warranty person and he basically said their products are covered under warranty until they go on closeout? So their warranty and product was good until they decided to discontinue it, then it's not a good product or ???? Makes me think they're closing it out because it's not a good product. A very poor customer service policy if you asked me as they claim lifetime warranty on high quality gear. He even mentioned that this can happen if a pet like a cat gets a hold of it, or wearing it in contact with backpack straps, etc. I kind felt insulted that they didn't trust me when I told them I've not even used it in the field and just around the house, they questioned what else could have caused it and honestly I have no idea other than it seemed defective to me. He suggested I cut the snags off or use a lighter to burn off the snags....that'll look nice! Their description of the products emphasize durability and high quality and in my experience, this is the least durable product I've ever owned so I obviously will not be buying anything there again. Not many companies would argue with customers and basically say "We're so sorry you had a bad experience!" then say "there's nothing we can do". Perhaps their other stuff is fine (I have some sleeping pads of theirs and they are fine) but based on this experience, I'll not be even looking at anything they offer.
