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Author Topic: Kuiu no-customer service  (Read 9909 times)

Offline TomT

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Kuiu no-customer service
« on: December 03, 2015, 05:17:42 PM »
Thought I'd give a warning to you all out there about my first and last experience with Kuiu. 

Drew an Utah elk tag this year that took me 15 years/points to draw, so essentially once in a lifetime.  Have never owned a high quality rain jacket, so did my research and ordered a Teton rain jacket on 10/29.   Received it 12 hours before I left on the trip, so I threw it in my gear. 

Got to Utah and found they had sent me a soft shell jacket instead of the rain jacket.  So, no rain jacket on the trip.

Got home and called them.  They said they'd mail me the rain jacket and requested the soft shell get mailed back.  Told them the quality looked good and asked if they'd offer it to me for a discount for my trouble.  No deal according to them, even though the next day I got the email of a 30% off sale.   Sent a complaint to "owner/management" and there was never a response.

As of a few days ago, I still have no jacket so I called them and said forget the whole thing and asked for a refund.  They said I should get a refund in a few weeks.    So after 5 weeks, they still have my $175 and I have nothing.

Just as a note, the jacket has been in stock the entire time.

Don't do business with Kuiu!

(my 2 cents)

Offline sirmissalot

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Re: Kuiu no-customer service
« Reply #1 on: December 03, 2015, 05:34:32 PM »
Busy time of year for the retailers and especially those in the hunting industry. I've had great luck with my kuiu gear, luckily haven't had to deal with customer service much other than one phone call with a question and they were great. Sorry about your luck, give first lite a try. I've been ordering through black ovis and have had great luck with them as well.

Offline carpsniperg2

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Re: Kuiu no-customer service
« Reply #2 on: December 03, 2015, 05:42:01 PM »
First lite is good stuff. Midway has it on sale and free shipping to save you some dollars if you are interested :IBCOOL:
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Offline Bob33

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Re: Kuiu no-customer service
« Reply #3 on: December 03, 2015, 05:55:54 PM »
That's too bad. I would be angry also.

It goes to show how one bad customer service experience can undo a lot of goodwill.
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Offline Magnum_Willys

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Re: Kuiu no-customer service
« Reply #4 on: December 03, 2015, 06:05:29 PM »
Yea Kuiu is not a last minute Amazon order deal.  You gotta want it, plan ahead and order in spring and summer for your fall hunt.  If you wait until the last minute you will likely be disappointed.  Thats just the nature of mfg. direct purchasing.   Right now on my import apparel biz I'm ordering for July and August as June closed back in October!

Offline coachcw

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Re: Kuiu no-customer service
« Reply #5 on: December 03, 2015, 06:15:02 PM »
I love there stuff , but i had a similar experience
My wife told me that I hunt way more than I did when we first got married. I said yeah I know isn't it great !

Offline Dhoey07

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Re: Kuiu no-customer service
« Reply #6 on: December 04, 2015, 09:24:22 AM »
That's too bad. I'm 4 for 4 when ordering from them so far  :dunno:

Offline TomT

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Re: Kuiu no-customer service
« Reply #7 on: December 04, 2015, 09:44:34 AM »
Well, apparently Kuiu checks forums regularly, because I got a call from them first thing this morning and seems like they're trying to make it right. 

I'll update if it ends up working out.

Offline dscubame

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Re: Kuiu no-customer service
« Reply #8 on: December 04, 2015, 09:45:13 AM »
I am seeing a trend about Kuiu and its not a positive one.  I stick with First Lite and Sitka.  Where there have been consistent negative Kuiu threads that is not the case with First Lite, Sitka, and others.
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Offline Wolfdog2314

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Re: Kuiu no-customer service
« Reply #9 on: December 04, 2015, 11:10:23 AM »
Love every single piece of my Kuiu gear and have had nothing but good experiences with their customer service. I'm sure they'll make it right at this point.

Offline JoeE

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Re: Kuiu no-customer service
« Reply #10 on: December 04, 2015, 11:37:55 AM »
I have an entire KUIU system and have been using their gear for three years now. Never waited more than two weeks to receive anything from them. I do read all the horror stories though, I guess I've been lucky. I like my first lite gear too, and will be buying more items from them. I don't plan on going away from KUIU anytime soon though.

Offline trophyhunt

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Re: Kuiu no-customer service
« Reply #11 on: December 04, 2015, 12:05:38 PM »
kuiu, firstlite and outdoor research is all I'll buy.  The customer service from firstlite is top notch.
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Offline WAnoob

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Re: Kuiu no-customer service
« Reply #12 on: December 04, 2015, 12:05:59 PM »
I read stories like this as it is unfortunate.  Even though they are a great company, mistakes can happen from time to time with any company.  A mistake can make one bad review seem terrible and spread like a wild fire sometimes.  Even though there a few bad reports on Kuiu, it doesn't do a whole lot to prevent me from buying their gear this season as the majority of the reviews are great.  There will always be bad reviews and mistakes happen no matter what company and it is unfortunate but that is life sometimes.
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Offline Reidus

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Re: Kuiu no-customer service
« Reply #13 on: December 04, 2015, 12:38:34 PM »
I think the majority of the bad kuiu reviews have to do with them being overwhelmed with lots of business.

They make a good product at a somewhat reasonable price and its in high demand especially with 30% off sales. I'm sure they're still trying to play catch-up.
With the amount of people buying kuiu and the  company growing there's bound to be cs issues. :twocents:

Offline WAnoob

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Re: Kuiu no-customer service
« Reply #14 on: December 04, 2015, 12:41:57 PM »
I think the majority of the bad kuiu reviews have to do with them being overwhelmed with lots of business.

They make a good product at a somewhat reasonable price and its in high demand especially with 30% off sales. I'm sure they're still trying to play catch-up.
With the amount of people buying kuiu and the  company growing there's bound to be cs issues. :twocents:

Exactly, when I worked customer service sometimes there are just some website or computer glitches that you cannot avoid and puts you even more behind.  Stuff just happens, and the majority of the people that got upset were of course, people who waited till the last minute to buy the items right before they needed them.
AK 907

 


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