I have been a very loyal Kuiu customer from their beginning. I have bought tons of clothes and packs and gear. I have noticed that as they have gotten huge they have become indifferent toward their customers and their quality control has diminished. With premium products it seems reasonable to expect at least decent customer service. This summer I purchased over $4000 worth of clothes and two sleeping bags in one order. I ordered early in the day over the phone and asked if they would ship the order that day. I didn't want the order shipped overnight but just wanted it to get shipped out ground that day. They said that there was no way they could get the order shipped that day. But miraculously they could ship it that day if I paid the $70 overnight shipping charge. I pointed out that it was a $4000 order and if they can ship it today overnight why can't they ship it today ground.
Out of the $4000 order I wanted to return one of three $199 jackets that I bought. The jacket package had never even been opened. I missed the 60 day return deadline by about 60 days. On the phone I was given an RA and told I would get a refund. They received the jacket on Dec 1. Three weeks later on Dec 22 they finally sent me a store credit, not a refund! Again, I returned $200 of brand new product in original unopened package out of a $4000 order and they sat on the return for 3 weeks and gave me store credit only.
As far as quality goes, the actual size of the pants is random compared to the label. I have 7 pairs of various pant models of the same waist size. I noticed that the alpine pants were really big in the waist and were literally falling off. At first I was excited because I thought I was getting skinny. But I got a tape and measured the actual waist size on my various tiburon, chinook, attack, and alpine pants. They all have the same labeled waist size but the actual measured waist sizes vary by more than 3-1/2 inches. The alpine pants are over 3 inches larger in the waist than labeled. If all the pants were off by the same amount and in the same direction (smaller or larger) one could figure out what size to order. But the size variances are random between the models and even within a given model. Based on my recent customer service experiences with Kuiu I am not hopeful that they will make things right with the alpine pants sizing issue. I think Kuiu is no longer the company it once was. They seem more interested in supporting Internet and tv hunting stars and "famous' guides than taking care of us nobody customers that send them our hard earned money. They seem to have forgotten who made them the success that they are (or at least don't care).
Anyone else having these types of issues with Kuiu?
Out of the $4000 order I wanted to return one of three $199 jackets that I bought. The jacket package had never even been opened. I missed the 60 day return deadline by about 60 days. On the phone I was given an RA and told I would get a refund. They received the jacket on Dec 1. Three weeks later on Dec 22 they finally sent me a store credit, not a refund! Again, I returned $200 of brand new product in original unopened package out of a $4000 order and they sat on the return for 3 weeks and gave me store credit only.
As far as quality goes, the actual size of the pants is random compared to the label. I have 7 pairs of various pant models of the same waist size. I noticed that the alpine pants were really big in the waist and were literally falling off. At first I was excited because I thought I was getting skinny. But I got a tape and measured the actual waist size on my various tiburon, chinook, attack, and alpine pants. They all have the same labeled waist size but the actual measured waist sizes vary by more than 3-1/2 inches. The alpine pants are over 3 inches larger in the waist than labeled. If all the pants were off by the same amount and in the same direction (smaller or larger) one could figure out what size to order. But the size variances are random between the models and even within a given model. Based on my recent customer service experiences with Kuiu I am not hopeful that they will make things right with the alpine pants sizing issue. I think Kuiu is no longer the company it once was. They seem more interested in supporting Internet and tv hunting stars and "famous' guides than taking care of us nobody customers that send them our hard earned money. They seem to have forgotten who made them the success that they are (or at least don't care).
Anyone else having these types of issues with Kuiu?
