Problems with KUIU

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ndbwhunter said:
Just posted this on the kuiu forum, so we'll see if it even gets approved by the mods.
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Great idea, and I'm sure it will be correct for you. I have seen a few issues like this corrected quickly after being brought up on the kuiu forum. Don't be afraid of being the squeaky wheel.

Kuiu really seems to have some real hit or miss CS and it sure seems like you need to talk to the right person to get proper service. I have dealt with Todd Harney a few times with warranty issues and have been treated great when dealing with him.
 
I have two pairs of attacks, which I really like ... I was disappointed in the neck gaiter and hat, which are both tiny. I'm not even a huge guy, but whatever.

The biggest issue I encounter with these companies is the wait time and generic backordered. I don't like backordering stuff and then being surprised when "oh, it's in!" I know these smaller shops are operating with pretty small capitalization, but it makes me less interested in buying anything from them.
 
ndbwhunter said:
Just posted this on the kuiu forum, so we'll see if it even gets approved by the mods.
Click to expand...
Just a warning: it took me like a week to get them to approve my first 5 posts. They don't really have mods that know what they are doing. They let way too much stuff go and let threads run away that are getting overboard and should've been locked and like others said just delete threads with no real explanation, justified or not.

As far as the CS issue, I see this problem a lot with either small businesses who's computer systems don't do what you want them to or more commonly the employee doesn't know how to use it. The problem is that in the Kuiu system backorders are split into separate orders, however you would think they would have the ability to update the payment method of an order that has yet to be processed.
 
Just spoke with the CS rep from KUIU and she was able to resolve the issue by taking it to upper management. She had to cancel my order and re-order the jacket to allow me to use all of my credit. Thankfully, they did it in a way that won't bump me to the bottom of the backorder list (so they say).
 
My problem with KUIU is they delivered early! Lol. Ordered my Icon Pro 7200 and was told it was on back order until the end of May- Mid June deliver, which I was fine with that time frame.

I left on a trip and a few days in I felt like calling to see what the status was on the delivery. I noticed the anchored ships in Long Beach were thinning out before I left.

Turns out it was on my doorstep an hour after I left on my trip. Did not get any notification. Fortunately My dad was watching the house and threw it in the garage.

Would have been nice to get an email. But I will say this.

I love this pack! Awesome!
 
I got a real run around with them when I ordered my guide pants. I ordered a 34 (every pair of pants/shorts I own is 34) the pair that I got were marked 34, but me and my girlfriend could've fit in them at the same time haha. I ordered them with a promo code but at that time (maybe it's changed since?) they didn't do exchanges, they only accepted returns and then you had to place a new order. OK fine. So I had to return them and then they didn't want to honor the promo code. They said the pants were sitting on their desk and they were currently measuring them and they were within spec.........yeah right. I measured them before I sent them in and they were around the 40 mark. If they would've just said, "yeah, these are off, we'll get a new pair out to you" I wouldn't have had a problem. To imply that I didn't know how to use a tape measure or know what size pants fit me really pissed me off.

I really really like the guide pants and jacket now that they fit, but man what a headache if you have to do any return/exchange.
 
ok, first off i absolutely love my new Tib pants for Texas summer scouting and hiking. They are tough, super breathable and just what I needed. Warning, these do not fit like the Attack pants. They do run a bit small, but doable. Just don't want to have to pay to ship them back on my own dollar. My most recent issue with them was when I forgot I had the 1850 on backorder because it was literally months, and all of a sudden I got a notice that the pack was shipped. Really nothing I could do then, so I figured I would like to check it out anyway. Pack arrived without my belt pockets. I called my guy and said what up man, no belt pockets....He said they are already sold out and will send them as soon as they get in. Strike one...Did not settle well with me, especially since i made sure to get everything I needed. Then, i realized the 1850 icon Pro was waaaay to small for my needs. I was hoping it would work, but there is no way. SO I called my guy up and said I would like to switch out bags and send the 1850 back and upgrade to the 3200 which was still in stock at the time. He replied sorry, we cant do it that way for inventory purposes. I must send the entire pack back and they would send a 3200 out when they receive my whole pack. This was crazy!! Strike 2 kuiu!! You are making me spend $30 dollars to upgrade a pack when I should be able to roll up the new 1850 which would cost me $5 dollars to send, and they then send me the 3200. After a few calls back and forth and there was just no give, Strike 3 kuiu!! I sent the entire pack back for a refund(which cost me $30bucks) and getting my EXO pack delivered as I type. So they actually did me a favor, I ended up with the pack I've wanted all along after months of reviewing packs. So, yeah, bummed in a way, but I still like their clothing line. I've decided to ignore all their product live shows, constantly looking at status orders and when they have stock, then get it, if not, oh well.
 
The issue I had recently was this....I received a promo code from pope and young. I tried several times to place the order and I couldn't. I contacted them and they told me that the reason it wouldn't take the 10% off code was that it was valid for only in stock items...so I would have to place two orders, the first would get 10% off all the in stock items ( this was a short list) and the second order would be for back order items at full retail price. Didn't sound like the best deal....but I kind of just took it in-stride

I should mention that the CS guy went out of his way to contact me and get it squared away.
 
Trial153 said:
The issue I had recently was this....I received a promo code from pope and young. I tried several times to place the order and I couldn't. I contacted them and they told me that the reason it wouldn't take the 10% off code was that it was valid for only in stock items...so I would have to place two orders, the first would get 10% off all the in stock items ( this was a short list) and the second order would be for back order items at full retail price. Didn't sound like the best deal....but I kind of just took it in-stride

I should mention that the CS guy went out of his way to contact me and get it squared away.
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That's standard practice for all companies though. Could you imagine if we could have back ordered stuff on their Black Friday half off sale a year or two ago? Haha

Sounds like they definitely have a few in the CS department that are tough to deal with that I've luckily avoided thus far. But some complaints about them make me scratch my head as much as the guys who defend them as a company to the grave.

I honestly could care less about the company. I just like the products.
 
TEmbry said:
That's standard practice for all companies though. Could you imagine if we could have back ordered stuff on their Black Friday half off sale a year or two ago? Haha

Sounds like they definitely have a few in the CS department that are tough to deal with that I've luckily avoided thus far. But some complaints about them make me scratch my head as much as the guys who defend them as a company to the grave.

I honestly could care less about the company. I just like the products.
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I agree, I understood where they were coming from. That's why I didn't make a big stink of it.
I wouldn't even have thought twice about if I wasn't getting my dad outfitted for a moose hunt I am taking him on. I seen the 10% off and since the hunt it a aways off I figured I would place the order and suck the wait up. Oh well lol

Thing is, between First lite, Sitka and all the other great clothing companies there currently are the really is no problem for any one finding super nice stuff if they are brand flexible.
 
I have some Kuiu stuff and I really like it a lot. But for those that say they are a small business give them a break I have this t say. Isnt the founder of Kuiu one of the previous founders of Sitka? So shouldn't he have a clue on supply and demand? I will give you the first few years might be thin for stock but come on! They never have their more popular stuff in stock! I shouldn't have to order a year out, sorry but the competitors seem to always have items available! And the stuff is just as good!
 
We were able to get Ryan's issue straightened out resulting in a Happy KUIU Customer!
KUIU Customer Service strives for Happy KUIU Customers!
Thank you Ryan for giving us the opportunity to straighten this out for you and continuing to support us!
If anyone ever needs assistance my name is Regina Fish and I'm the KUIU Customer Service/Sales Manager here at KUIU and would love to help out! My direct line is 855-367-5848 x.279 and my email address is [email protected].
 
Kuiu rhymes with screwy and that's whatcha got. The owner has no clue how to run a business. The customer care issues continue to pile up and past growth obstacles never get reconciled. Backorder away folks.
 
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