These days I find getting good service is a rarity among most companies. But I wanted to give a shout out to JULBO for their service. I broke the arm (temple) off of my glacier glasses and emailed them for a replacement cost. To my surprise they sent me the new one at no charge! They just bought a client for life with that gesture. I just wanted to share a good customer service story. Scott

I've always found REI to be excellent when it comes to standing behind their products. (I don't work for theM)

Just to add to this thread I have had excellent customer service from MSR, Outdoor Research, and Sierra Trading Post.

At MSR I brought in a 15 year old, trashed XGK stove and asked for the $20.00 reburbishment. The dude behind the counter simply reached back and handed me a completely new stove and pump for the $20.00 price.

I sent a pair of Crocodile gaitors to Outdoor Research that I had punctured multiple times with crampons. The velcro closure was starting to become unsewn and I asked them to re-sew it. Instead they sent me back a brand new pair.

ExcitibleBoy wrote:MSR

I can vouch for this company as well from second hand experience (not first hand because I'm not a moron) because my friend left one of his never used Denali Ascents on the roof of the car as we drove from one trailhead to another, and though we looked for it, it was never found again. A brand new snowshoe for $20 was sent to him from MSR. Great company.

I had the same kind of thing happen to me last year and they did the same thing, they sent me a pair of earpieces free of charge. posted about it back then right here Good to see some companies will stand behind its productss.

This is great. I encourages me to buy from these companies! Anything good from The North Face...hehe lets hear it!

OUTDOOR RESEARCH has outstanding customer service.

I purchased an OR Credo softshell jacket from an online retailer at a great price. When the jacket arrived I did not like the color at all. Since they had run out I emailed OR to see if they exchanged my jacket for another one (same model / size) of another color. I received a response within a day and they said ok, to send it in. In a few weeks I had a brand new jacket even though I had used mine a few times to see if I liked it. No questions asked.

That was awesome

Great experiences:
La Sportiva
MSR
Backcountry.com
North Face
Patagonia
Gregory
REI
Black Diamond
Montbell

Use a ton of their stuff and never needed customer service:
Marmot

edit: removed one vendor from the great experiences category. grrrrr.....

I straight up lost one of the side shields to a pair of Julbo glasses (didn't break or anything). Called Julbo to buy a new set and they just sent me a pair. A+.

+1 for Backcountry.com. Their customer service is great!

bird wrote:+1 for Backcountry.com. Their customer service is great!

Good to hear, just placed an order with them last night.

40 Below. Took back a pair of overboots I didn't use.

La Sportiva has replaced busted Spantiks.

Patagonia seems almost like REI in taking stuff back.

I haven't had to deal with very many companies' customer service or returns departments. I can be hard on gear, but it's almost always my own fault, not the gear.

Of the people I have dealt with, I was impressed with Black Diamond. They've helped me a couple times, the most recently being one of their mini backpacking lanterns (the orbit or soimething similar). My batteries exploded inside for some reason and they gave me an easy and quick solution. It worked. Couldn't ask for much more from customer service, when it wasn't their product that was at fault.

Built, did I mention I SAT on my glasses and broke them. I told Julbo exctly that and still UNDER WARRANTY and free! Scott

ExcitibleBoy wrote:MSR

x3

They replaced the televators on my Denali Ascents (for free) - and now, a few month later the decking snapped and they are sending me a brand new pair of snowshoes (for free)!