your good (or not so good) customer service interactions of late

[jaredg]

Simms
I burned a pair of wading boots drying them by the fire. I called and they told me send them in. I told them this was my fault and I would be happy to pay. They sent out a brand new pair free of charge. They have actually done this on a few items.

Seekins
Had a bolt issue on a new 6ARC. They said send it in. Less than a week later, I had it back fixed.

I really think that it is all in the delivery on how they take care of you. Respect goes a long way. If you are nice and polite with the guys on the phone (the "delivery"), usually they will bend over backward to take care of you.

 

[JBrown1]

I tend to use a lot of Marmot products. I've always been satisfied with their quality, but I had never needed their customer service until I accidentally ordered the wrong size.

I called their customer service, and that is when the hastel began. They use a 3rd world call center and they advised me that they couldn't do an exchange, so they would have to refund the item, then I would have to reorder the correct size.

So, here I sit two months, a dozen emails and nearly as many calls, into this dance, They have received my return, I have received my replacement(that I paid for out of pocket) and they still haven't refunded my credit card.

So now I get to call them again this week......

I will be less loyal to Marmot in the future.

 

[highside74]

Called Leupold the other day because I lost the quick throw lever for my VX6HD somehow and I also needed a replacement rubber eye cup for my Goldring spotting scope. I told the customer service agent that I lost my lever somehow and needed a replacement along with the eye cup. He said no problem confirmed my address by using my phone number and said it will be in the mail tomorrow. He didn't even hint at asking me for money even though the lever was clearly not their fault. I love Leupold customer service. This isn't the 1st time they've impressed me.

 

[madtinker]

Expedia. Booked my wife a trip, she showed up at the hotel and it was unsanitary. She cancelled the booking but it took over a month and a complaint to the BBB to get our refund. They tried claiming they couldn’t find our booking, and can we please provide the booking number, and every other excuse to not give our money back.

 

[jpmulk]

After hunting season this year I had to send a few items in for repair. The following are my reviews of the companys:

Vortex: Ranger 1800 rangefinder was struggling to do its job. I contact Vortex CS and they were prompt, professional, and stayed in communication each step of the process. Two thumbs up for Vortex.

Kryptek: Koldo pant zippers failed during cold weather hunt. I had a hard time getting hold of a human to talk too. Ended up doing everything through their online portal. I was returned the wrong size of pant. I contacted them again and was informed to keep the wrong size and they would immediately get me out the correct size. After a few weeks of still not getting the pants and no emails or tracking numbers, I tried twice to contact them again. I received an email telling me to resubmit my return request and send back the wrong sized pants they had sent. Still do not have the correct size. Two thumbs down for Kryptek.

Christensen Arms: Mesa 7mm-08. New rifle to me. Rifle would not group and appeared to have a sloppy bedding job. Christensen CS has been thus far good to work with. Easy to talk to a person who seems to care and so far they have been prompt. I just sent the rifle in, so we will see what happens. One thumb up and one thumb down for Christensen.

 

[Trial153]

So far Podium archery sucks. Placed an order on 12/26 and got notified the next day that a shipping label has been created. Since then, three emails, and a phone message ….crickets.

 

[DakotaBPNW]

I’ll drop another bad interaction with Nosler. I emailed them December 19th about my rifle and got a response that their employees were either out or sick which I understand. It’s now January 10th and I’ve sent another email having to inquire about the rifle in question. I’m trying very hard to support an Oregon business but at it doesn’t seem as though they care at this point.

On a positive note: @Kurt and the entire team at Stone Glacier have set the standard for customer service. I started off with a pack from them and have continued on with their clothing line as well just based of that pack buying experience alone. I’m sure that’s what they were shooting for as a business unit and they’ve succeeded and then some.

 

[Oilfieldmiller]

Some years ago someone on this forum recommended Mountain Ridge Gear for their sturdy American made duffle bags. Bought a handful and they’ve been awesome.

For this past Christmas I ordered a large amount for gifts for my workers. MRG went above and beyond getting them done for me quickly, communicating, offering advice, and generally surprised the heck out of me with their attitude.

Couldn’t recommend them more.


Sent from my iPhone using Tapatalk

 

[wnelson14]

So far Podium archery sucks. Placed an order on 12/26 and got notified the next day that a shipping label has been created. Since then, three emails, and a phone message ….crickets.

Purchased from them on EBay, super fast communication and shipping, bought a used bow that’s pretty much brand new, they set draw Length and weight.

 

[wnelson14]

Cant say enough good about Rob over at S&S archery, texted back and forth on a personal level, made it right about a wrong sight housing getting shipped from BG. All
Over new years too.

 

[ewade07]

Outdoor Research - Fantastic. Had a pair of their Helium rain pants that i ended up splitting some seams on. Reached out to OR for a warranty claim. Got an email from them yesterday stating to send the pants back in to them and once they receive them i will get a credit for the cost of the pant.

 

[KurtR]

Kifaru I called Aron and he answered from the deer stand in Alabama and helped with the pack fitting questions i had and said call any time.

Divebomb decoys shipping always super fast and any questions Asher and the guys there always on top of it and help full.

Bought Freedy Kings Retriever training program he spent more time on the phone answering questions and talking dogs than i would ever expect. Top shelf guy.

 

[wymtnpounder]

FORLOH Went above and beyond for me. Great American made/sourced company. Buy with confidence.

 

[gbflyer]

How about auto parts? I ordered a set of Thermalblade heated wipers for one of my trucks over Christmas break. I didn’t get shipping confirmation so I called them yesterday. Dude was great. They are having supply issues from a sub, just got back to production. He moved me to the front of the list after I told him I was commercial. Felt bad about the delay and is sending me some swag. Pays to make that phone call sometimes.

 

[wind gypsy]

Scheels - Bought a pair of mid height Muck boots for my wife for xmas for quick jaunts outdoors in the winter. They were too short and let too much snow in. She threw out the box. Scheels took them back no questions asked without box or any tags and refunded the card rather than giving store credit.

 

[Trial153]

So far Podium archery sucks. Placed an order on 12/26 and got notified the next day that a shipping label has been created. Since then, three emails, and a phone message ….crickets.

Update on this. I left another message today and I just received an email back, saying that it must be lost and that they will re-ship it.
Considering that there was never a tracking number, added or updated. It probably got lost in the shuffle just like my emails and phone call that said I’ll give them a Mulligan and assume this was a one off.

 

[smithjd]

Great CS from Recteq grills. Despite being out of warranty, they shipped me a new control head free of charge. Watched the video to replace it; took 15 minutes at most. Grill up and running again.

+1 for Leatherman tools also. Broke a Wave during hunting season. They sent me a brand new one as mine was so old they couldn’t repair it.

 

[jayhawk]

My Kenetreks sprung a leak in them during a snow-covered hunt this year. I sent them in and they said they found a leak in the right boot, and patched them up for $30 (they are a few years out of warranty). I haven't tried them out yet, but the whole process was very prompt and easy. Good communication and service!

 

[Yoder]

I ordered a pair of Beartooth 200 gr insulated boots from Schnees. They were 40% off for Black Friday. I got them in a week or so and they were a little narrow. I also wanted something with more support. I returned the boots and asked for their Granite boot a half size bigger. I included my credit card info since they were more expensive. The boots were backordered so I just got them yesterday. They fit great and are exactly what I wanted. I realized they never charged me the price difference. Technically they didn't even need to honor the sale price either since it was over by the time I returned the boots. I will definitely buy from them again.

 

[mi650]

Sent a scope to Schmidt & Bender for repair in early July 2022. It had a flake of coating or something on an internal lens. Getting any info/updates was like pulling teeth. Finally in mid-December they ordered a new erector from Germany.

Long story short, several emails back & forth, a couple times with well over a month to get a response. I just got it back after 6 months. Lack of communication was the biggest problem.

It's a fantastic piece of glass, but this experience has really soured me on S&B.