Feathered Friends Customer Service

[John Haley]

Rather than write paragraphs concerning trying to get the actual product and color I'd ordered, let me just say that after three attempts to get the right item I'm still waiting. The only reason this isn't a 1 is that the products, if you're lucky enough to actually get what you ordered, are reasonable good… not up to WM or Nunatak standards, but good.

[Charles Bilz]

I have bought 3 sleeping bags and 2 down jackets from Feathered Friends in the last 6 years and each time their customer service has been excellent. Never had a problem getting the items in the color or fabric I ordered. Two years ago I sent them two of my sleeping bags and one down jacket to be washed. They lost one sleeping bag in the process. They clled me and offered me an upgraded replacement at no cost to me and gave me free shipping on all the items I had sent them. My replacement sleeping bag was shipped seperately, for free, and came within 2 days of when they said it would arrive.

I consider FFs, CS to be excellent and will continue to buy items from FF's in the future.

I am giving them a 4 out of 5, only because they lost my sleeping bag.

[Steven Evans]

While the products are great, I purchased a 2 sets of Down Booties (which were in stock) on Jan-15th. Credit Card was charged same day and product was to be shipped next day. 3 weeks later I started to send e-mail trying to see if I would receive my booties in time for my trip. No e-mail response. 1 week after my trip, and a few e-mails back and forth, the booties show up and the tracking number states they shipped Feb-12th…4 weeks for shipping is unacceptable. Perhaps a little babysitting if you are ordering from them with resolve this type of issue. Darn nice boots though!

[Richard Lyon]

FF's customer service has been exemplary. I've bought two bags and a down jacket over the years (and sale stuff for others) and the telephone reps have gone out of their way to help. Most recent purchase was a discontinued model with several custom features. When I told the rep I planned to use it occasionally as an overbag, he sent me one from their rental fleet to check out the fit.No charge for this and very reasonable charges for the custom items, and the bag was delivered in three weeks. I'd go back there anytime.
UPDATE (June 2009): I recently had a broken zipper on a bag I purchased from FF in 1994. Returned the bag to Seattle and it came back three weeks later with a new zipper. The only charge was a mandatory $15 for cleaning the bag; otherwise it was under warranty. Impressive.

[Karl Lewis]

I ordered an item from FF. Even though it shipped right away, the UPS tracking showed that it never shipped. Within 6 hours of me bringing this to the company's attention, they shipped out a new item priority.

Both arrived the same day and I sent the original order back.

EXCELLENT customer service. No hesitation to order from this company again.

Karl Lewis

[James Reilly]

I spoke to a very helpful person on the phone. She helped me determine the proper size for the jacket I wanted. Jacket fits perfectly, was shipped quick and is of top quality.

[David Moreno]

For security reasons, I use a separate banking account for all of my mail order, phone order and online purchases, purposely having no overdraft protection on the account and only putting money in the account in the amount of purchases.

I ordered a bag 2 years ago from Feathered Friends. I specified the color and that I wanted the down overfill option. On the website, they didn't list the amount for shipping/handling.

When I called customer service (always nice to be able to call a business instead of playing e-mail tag) I was told that with shipping, the order would come to $11 more than I'd put into the account for the purchase. When I told the CS rep that I'd have to place the order the next day instead because my bank was already closed, she gave me an $11 discount on the bag and reduced the shipping cost by $5 so I wouldn't have to wait. Great customer service!

I placed the order and 7 days later (regular shipping) my bag arrived. Materials, stitching, color, quality and the down overfill were all impeccable.

I've never had to call CS about a problem but highly doubt I would have any problems.

The bag is like sleeping in a cloud of comfort. Every bit the quality of my Western Mountaineering bag.

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