Topic
Kooka Bay
Forum Posting
A Membership is required to post in the forums. Login or become a member to post in the member forums!
Home › Forums › Gear Forums › Gear (General) › Kooka Bay
- This topic is empty.
-
AuthorPosts
-
Feb 5, 2011 at 8:00 pm #1693077
I'm pretty sure Kookabay is just one guy.
Feb 5, 2011 at 10:25 pm #1693101@aaron, the company is 1 guy. still a company. still got the OP's money. STILL hasn't given him the product he advertised and sold him…
imo it's good to have a blast of a cottage gear guy from time-to-time. people sometimes form little protective cults around them b/c they got a sweet product – and make excuses for them when they don't deliver on something. threads like this need to exist to keep everyone honest.
kudos to the OP for posting it.
Feb 5, 2011 at 10:35 pm #1693102Don't get me wrong- if the OP is telling the whole story, there's NO excuse that Bender should not give him a refund after not being able to fulfill the order. I don't think anyone would disagree with that. I don't think anyone is making excuses- that's just the reality of most cottage shops. No excuses, but you can take it or leave it.
Feb 5, 2011 at 10:41 pm #1693106so after all that crap the OP got a defective product that wasn't even the right specs (different fill, different size). that's going beyond being busy and into deciept.
ya know if someone came into a restaurant i was cooking at and ordered pancakes, and i poured syrup on some crap, and served it to you. you'd probably want your money back :D
Feb 5, 2011 at 11:00 pm #1693111Yup, I'd want my money back- and I don't blame the OP for feeling the same way. Point?
Anyway- I hope the OP gets everything resolved soon.
Feb 5, 2011 at 11:20 pm #1693113:D same as you. hope he gets resolve…
Feb 5, 2011 at 11:55 pm #1693116The only excuse I'll give is that a one person company can't respond to emails as quickly. I'd give a day or two of slack since I'd like to believe they were hard at work, although an out-of-office message for trips and such would be acceptable for longer outages.
Feb 6, 2011 at 6:18 am #1693132To Mark,
I'm not sure why the big upset. I do have big delays right now which is the result of being a 1 man operation. Trying to juggle emails and making product at the same time are growing pains of a small business. I told you I made a mistake and did not use the lighter down. You requested a partial refund which was sent immediately. There are numerous happy customers and I take good care of those who aren't.
Mark I have sent you a full refund for the air mat. You may keep it or send it back.
Bender
Feb 6, 2011 at 8:00 am #1693152Edit by RP
Feb 6, 2011 at 8:37 am #1693168Wow!
You're not sure why he's upset?
Just to clarify his story…
He said "can you have my pad to me by _____ date". You reply "yes"
Then you don't get it to him by that date.Then you don't respond to numerous emails
Then you mail him a piece of crap that is the wrong size, wrong fill power, and has leaks – but yet you TRY to pass it off as what he ordered…
Feb 6, 2011 at 9:08 am #1693175It takes two to tango. I don't know anything more than what is said here but:
"What I received was a 29 oz pad with NOT 900 FP down in it ( he later admited this to me in an email to settle the paypal dispute although to be fair he claimed that was an accident) he had another pad listed at 27 oz that was 200 dollars so I asked that he refund me the 60.00 dollar difference and call it a day since 27 was fairly close to 29. I was trying to compromise."
As far as I am concerned this closed the deal. If I was not happy I would have sent it back for refund, replacement or repair. Of course leaks after testing is still another issue. I am old enough to know no one is perfect, myself included, mistakes happen. It is fixing the mistakes that really make a difference IMHO. If both parties accept then all should be happy.
I don't want to be on anyone's side as I don't know enough about either side. I also recall reading a lot about NeoAir issues.
Feb 6, 2011 at 9:14 am #1693178"I also recall reading a lot about NeoAir issues."
Yes – but at least you could get a timely e-mail response.
Feb 6, 2011 at 10:00 am #1693195it's too bad that growing pains are causing problems (better that than no customers though!)
sounds like it might be time to consider hiring a part time employee, would at least help to keep up w/ emails
I know in another thread, a member "volunteered" (in exchange for a mat) his web services to get the site up and running- not sure if you took him up on this, but sounded like a pretty good deal- the site leave a LOT to be desired
you've got a good product (and obviously one in demand!), hope you can get caught up and reap the rewards of your hard work
Mike
Feb 6, 2011 at 10:40 am #1693211I don't know that Bender needs a better website. That might cause even more orders than can presently be handled in a timely manner. What might be better, and I hate myself for suggesting these, is using Facebook or Twitter to allow customers to know what's going on. Both are quick and easy to update.
Feb 6, 2011 at 1:18 pm #1693275Having dealt with both I can say without hesitation that his customer service is still better than Western Mountaineering
Feb 6, 2011 at 2:08 pm #1693288I am one of the people that have sung the praises of my Kooka Bay down pad (and no, I did not get it free or discounted).
I feel for the OP and agree that he should feel free to share his experiences here. But having waited longer than I expected for four custom quilts, waiting for my pad did not upset me too much. I consider it part of the process. I waited on a few of my Tarptents too.
I think that communication is the key to this problem. It is hard to tell somebody, “sorry I am running behind”. But doing that (and even returning their money) is better than gathering ill-will that will get blown out of proportion like is happening here. Two people having a problem does not make me avoid trying a good product. Yet we have posters running away. I don’t get that. But I do understand getting peeved about poor communication.
I just got back from a trip on the North Country Trail in Chippewa National Forest where I used my Kooka Bay with a Nunatak Arc Expedition. It got down to 10 F and I was very comfortable on my pad.
Feb 6, 2011 at 8:52 pm #1693428I emailed Bender as well 2 weeks ago with no response.
Instead, I bought a ridgerest to go with my neoair as a compromise since I am still interested in a kooka bay pad but I ll be waiting on the sideline til things clear up ( or get a little less busy after the winter season so that he ll have more time and better concentrate on his craftsmanship).Communication is key though.
Feb 7, 2011 at 6:22 am #1693496I ordered a pad early in January. I let Bender know that I needed it for a trip mid February. He said he would have it to me in time. I have not heard anything lately, and I emailed him on Friday to ask about the status and have not heard anything. I am really excited to get this product, and I REALLY want this pad on the trip I will be taking (its going to be cold, and my zlite will not cut it.) I hope to be able to give a positive review for bender and his product here soon.
Feb 7, 2011 at 6:55 am #1693503Edit – RP
Feb 7, 2011 at 7:35 am #1693515Joey, agree you need a backup plan. I don't know where you're going but I was recently very comfortable at 20F in a tent with 1/8" thinlight + 3/4 length thermarest + 6-section cutdown ZLite. I'd been considering a Kooka mattress to reduce the carry weight and volume, but I've decided to wait until the SOTM report comes out and then buy a winter pad well before the next busy season. I hope KB and other cottage outfits are included in the SOTM.
Will
Feb 7, 2011 at 8:53 am #1693558I need to put in a +1 for Bender. About 4 months ago I had him make me an inflatable tube that I can place under my knees to reduce my back pains while sleeping. I sent him a sketch and I kid you not….he emailed me the next day saying it was done and in the mail. Seriously!
It sounds like he's become way to popular and needs some help or simply needs to start saying no.
Feb 7, 2011 at 9:10 am #1693566I am going to pick up a Big Agnes Insulated Air Core at REI before I go if I have not received the pad from Bender by then. I can always return to REI or sell it here. I have not given up hope for the Kooka pad though, still have about 10 days before my trip.
Feb 7, 2011 at 9:13 am #1693568I am another that "sung early and often" concerning the praise of the product. While delays and long wait times may be the norm for the cottage industry, communication should be better maintained to avoid the bad PR.
I am sure that Bender has grown weary of being inundated with questions that have taken away from production time, but most of these "how much would this option weigh and cost?" types of questions could be answered with a better website.
Bender has a great product and ability to innovate. He just may need a bit of help on the business side. I for one hope that he can work through these growing pains, quit his day job and make boatloads of money.
Feb 7, 2011 at 1:08 pm #1693661I ordered a pad from Bender last September. It was delivered on time and he responded to my emails within a day or so. A 3/4 length R4 pad weighing in at 10.4oz is amazing!
I am a happy customer. I hope to have another pad in the future.
I have no problem waiting several months if needed for custom gear, however communication is extremely important.
Feb 7, 2011 at 1:55 pm #1693681I am also a happy customer of Kooka Bay, and report that Bender went out of his way to supply me with my product (a larger-sized pillow) before the holidays.
I am concerned that some of these posts serve to unfairly stigmatize Bender when they say that their views are based on lots of anonymous PM's supporting a negative view. Thank you to those who have spoken forthrightly, and directly as to their experiences with Kooka Bay. I feel that this is a better way to discuss the business.
-
AuthorPosts
- You must be logged in to reply to this topic.
Forum Posting
A Membership is required to post in the forums. Login or become a member to post in the member forums!
Our Community Posts are Moderated
Backpacking Light community posts are moderated and here to foster helpful and positive discussions about lightweight backpacking. Please be mindful of our values and boundaries and review our Community Guidelines prior to posting.
Get the Newsletter
Gear Research & Discovery Tools
- Browse our curated Gear Shop
- See the latest Gear Deals and Sales
- Our Recommendations
- Search for Gear on Sale with the Gear Finder
- Used Gear Swap
- Member Gear Reviews and BPL Gear Review Articles
- Browse by Gear Type or Brand.