Big Agnes

[Sarah Kirkconnell]

Very easy to email their customer service Department. They responded quickly, took care of the issue (leaking BA pad). I was given the links to return my pad, and within a week, I received an email notifying me of shipment. When I received my package there was a handwritten note in the box and a new BA pad, fully covered under warranty.
Good company. Great customer service.

[Mike Barney]

We had a short term need for a bag and pad we could use at Philmont, and the Scout was on a budget. We looked around and called Big Agnes. They had a demo bag come in the next day, and they called back as they said they would. They also claimed to have a companion fitting bag, but I think it was actually either a new pad labeled as a Demo, or a Demo they had never used. (The pad looked nothing like any other lightly used demo we had purchased, it was too perfect, looked brand new, and fit too nicely in the bag).
They gave us a break on the price, and shipped it out quickly. They were very responsive to inquiries, and there was significant knowledge about their products provided, with no pressure to buy any particular product.

Their customer service is top notch.

[Patrick Young]

I returned a Yampa sleeping bag because of fit and closure issues. The drawstring cut across the neck and a good seal couldn't be had. Chris called me with several options for remeding the situation and we traded for a bag for my wife, a Roxy Ann. I own several other Big Agnes bags, pads and a tent and find all there stuff to be very high quality and now I can say their customer service is even better. Thanks Chris!

Sent back a pad that delaminated and when I received the new one it was a new version and I had a personal note in reference to my previous return and how was my wife liking her new bag. AWESOME CUSTOMER SERVICE!

[Craig Shelley]

I've ordered from Big Agnes once direct. They shipped quickly. I called them once to get a question answered. I got the answer I needed very quick. I have had tent, pad, and bags from Big Agnes. I haven't had any problems myself, so I don't have experience with this side of the company. I have a very good impression of them overall.

[Thatcher Drew]

I got immediate response from customer service including long distance calls from travelling employees.

But… I dislike their metrics. I have very broad shoulders and am always scouting for bags with wide shoulder girth. If I understand correctly, Big Agnes reports the shoulder girth of their Zirkel bag (for example) at 72.5 inches, much wider than competitors. In practice it seems to measure in the low 60 inches (hard to be precise).

I spent time (and postage)buying and returning this bag. Customer service does not seem to understand the problem.

They sure do make good gear and I admire their innovations… especially their pads.

[James Loy]

I returned a Seedhouse SL-1 tent that experienced a torn center pole loop about the 3rd or 4th time I set it up. I returned it to Big Agnes and they quickly replaced it with a new tent. When erecting this tent the very first time, a center pole loop again tore away from the inner tent. I returned this tent to BA as well, and they offered me either a full refund or credit. As I liked the tent otherwise, I inquired about having pole clips sewn to the tent rather than the fabric loops. They said they could do that and quickly sewed pole clips to another brand new tent and sent it to me at absolutely no charge. The pole clips are awesome. There is no way I could ask for better service than that.

[Chris Harvey]

Prior to purchase, I called to ask a few questions and they were extremely friendly and helpful taking a lot of time to make sure I was satisfied. My only knock is that the actual bag purchased just doesn't seem to make the rating it is given. I know sleeping bag ratings are a very subjective matter so I'm not holding it against them, just keeping it in mind.

[Bailey Gin]

I bought a used Sarvis SL2 eVent from a fellow BLP'er. First time I pitched it (no instruction sheet), I ripped a seam so I sent back to BA for repair. This is what BA emailed me:
"Hi Bailey. We completed the sewing repair on your Sarvis, but when I inspected it I noticed the coatings and seam tape on your tent have degraded. This is not something we can repair but it is covered under warranty. Unfortunately the Sarvis has been discontinued. We have some great options for a replacement. Right off the bat I suggest the Copper Spur UL2. This tent is the same weight as your Sarvis but has two doors, two vestibules, and more interior room.

If you prefer, the Seedhouse SL2 is almost ½ lb lighter than your Sarvis and is the same general shape with a single door at the head of the tent.

Let me know if one of these two options sounds good. If you have concerns or questions please let me know.

Thanks.

Chris Tamucci

Big Agnes

Warranty & Customer Service Manager

[email protected]

877-554-8975"

I chose the Copper Spur UL2…it is a straight exchange. Totally awesome customer service since I was not the orginal buyer.

Bailey

[Lora Kline]

Lost tent and fly in a car fire and contacted BA about replacements (this is for a discontinued tent.) Was offered replacement pieces – used tent and new fly for about what I had paid for the entire tent originally.
I mentioned my hesitation to replace at that cost and was told that they would barely be breaking even at the quoted prices. I just don't buy that argument.
Also, when I inquired about shipping was told to expect $15-20 for FedEx Ground. Which also sounded high to me.
Will be shopping with other manufacturers.

[Randall Raziano]

Pad popped for no apparent reason, durability is suspect. HOWEVER when BA was contacted, they sent replacement right away. Customer service was great.

[And E]

I have a BA Insulated Air Core that stopped holding air, and I did my best to repair what tiny pinholes I could find, but after patching 6+ spots, I decided to contact the warranty department. Glenn got me started with a warranty case# immediately and it took them only 24 hrs to inspect my pad after receiving it and have already sent a brand new one out to me! Amazing turn around time and absolutely no hassle!

[Chad Mason]

I recently noticed that the seams in my Seedhouse SL2 that I purchased 3 to 4 years ago had started to flake. I contacted the company and they told me to send it in for review. They received it yesterday and today I received the following 3 emails: 1) We received your package. 2. We are replacing your tent under warranty., and 3) My tracking number. Now I realize that they could have told me that this was a wear issue and blown me off, but THEY DIDN'T. They took care of a customer who will now continue to be a customer for as long as they care to sell backpacking gear. Thanks, BA!

[Jonathan Ballinger]

Room mate bought a Copper Spur UL1 at the REI Garage Sale a few weeks ago for $79. It had a broken pole and had been returned, so he decided to take the chance and see if he could splint it himself. I convinced him to call Big Agnes, who promptly had him ship the tent pole in for evaluation. It took about two weeks, but they said that they could repair and ship it back for $20 total. He got a $370 tent for a grand total of $117 dollars.

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