Gossamer Gear Customer Service?

Usually they are spot on, and very quick to answer inquiries… That said, I returned an item and was supposedly issued a refund check on the second of December, though I have yet to receive it in the mail, or a response to my email sent a few days ago regarding the status of that refund check… I am giving them the benefit of the doubt, being that it is Christmas time and/or I hope they are out backpacking ;) I have no reason to believe they are anything other than the most honest of the most bestest people in the world…

I ordered a 1/8 pad the day they started selling the 1/4 pads again (probably 3-4 weeks ago?) and got that.

So probably a camping trip/christmas as said before.

look at the review index. companies. GG has 34 ratings, at 5 stars.

i've had nothing but exceptional service from them.

Good service but slow responses. No doubt.

I have always had great customer service from them as well as quick shipping. Grant is normally very responsive to emails always getting back to me within 12 hours or so.

grant@gossamergear.com

Having the same problem right now too. I sent some emails regarding a broken Lightrek 4 and got prompt response. Everything looked great. Then a week went by and nothing, I sent a follow up email, and nothing. Several days later and another follow up email, nothing. I've called and only get the machine. It's weird, Grant was right on top of it, then just disappeared after the last email I got from him on Dec 4.

Received an e-mail from Grant yesterday stating he was currently out of the office/shop and in Colorado meeting with some contractors.

In my experience GG has great customer service and has always taken the time to answer/explain all questions thoroughly….only on a few occasions have I ever experienced a delay in communication – and it was a mere day or two.

GG has always been a pleasure to deal with. If Grant is tied up with something right now, I'm sure that when he gets back he'll make it up to you. I can assure you that this is not the norm – I've had numerous dealings with them over the past few years.

Considering some of you have such fast response time, perhaps you could e-mail Grant with a link to this thread to help a couple of guys out who are not getting a similar response.

I would have to agree that they seem to of disappeared. Odd that i got the monthly newsletter/update but i've not had a response from them in a month or two.

Usually Grant is on top of everything.

I would bet it's the holidays/trips slowing communication.

Best of luck. Hope they come back!

Yes, I hope they come back too… I returned my item in the mail on the 3rd of November and was not notified that it was received by GG until the 2nd of December, at which time I was asked by Grant for my home address so he could send me the 3-hundy refund check. Still waiting… Kidnapping? Foul play? Swine flu? ;) Get well soon Gossamer gear!

Well I finally received a response from Grant today. He said he was out of town and just got back in. My order seems to be shown as delivered by UPS since 12/3 even though I never received anything. Grant said he will reship my order to me today and he was very helpful as always.

-Sid

Probably phone trouble. Grant just called me saying he just got a message that I left last week.

He was in Colorado (I know because I had lunch with him on Wednesday) ;) GG customer service is usually awesome so this was probably UPS's fault.

But UPS is pretty darn dependable too…

I've had nothing but good experience the few times I ordered various accessories from GG. Nevertheless, as a general point — if service were to be interrupted for days due to travels, etc. — gear makers and sellers should advise accordingly on their websites and phone answering machines.

Customers should not be left wondering…

"But UPS is pretty darn dependable too…"

I have had them leave a full telemark ski setup at a house a mile away and not find it for a week.

They also just handed my brand new macbook to my neighbors and my neighbors never told me. Only after investigation did i find it a week later.

YMMV with UPS. I prefer USPS by a landslide. Also because USPS moves things on a saturday.

YMMV indeed. Neither organization is perfect, but IMO, both are pretty dependable.

UPS vs. USPS vs. FedEx

I think it depends on your region. Where I'm located I prefer UPS for large packages, they just have a better distribution hub. FedEx runs each of their drivers over too huge of an area, my driver said he covers drives 450 miles a day making deliveries. On another note,I am a little sick of all the retailers mailing tiny packages by UPS when they could just use the postal service, a UPS truck has to drive several miles out of the way just to deliver a hat or something, when the USPS carrier has to come by everyday.

FedEx missed it's earnings this last year, probably rate increases coming.

n/m

Grant e-mailed me back today.

-Sid

Sid, sorry to hear your not optimal experience. I do think you over-react. It are holidays, and I am sure GG has orders piling up, and that Grant will get back to you asap. They might be on holidays, after all it was just Christmas.

Also, GG had problems with their computer in the late autumn, when their main computer went broken. So I'd say relax and wit till they get back to you, I am sure there is a good reason why your package (do you need it for a upcoming trek?) hasn't yet been sent.

I ordered a Gorilla on Christmas Day and it shipped today.

Brad,

Let me know how you like the Gorilla – I have my eye on one. Thanks.

Ray

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I ordered my Gorilla on Christmas Eve or Christmas Day and I received it on the 30th so they seem to be shipping things out quickly.

They are bringing Dri-Ducks back to the shop including the poncho, so you are not losing your mind.

I have always had prompt responses from emails to Grant:
grant@gossamergear.com