Poor customer service and quality of the cooler
It has been a month since I ordered a Prospector 125 cooler, and I still do not have a usable product. The original cooler arrived with noticeable cosmetic defects, which raised concerns about manufacturing quality control. I contacted customer service and worked with John Martin, who was unpleasant to deal with and repeatedly minimized the issue by calling the defects “only small cosmetic defects.” At first, I was offered a partial discount, but that option was quickly taken off the table and replaced with an offer to ship a replacement cooler instead. Unfortunately, the replacement cooler was never delivered. I opened a missing package case with FedEx, and FedEx confirmed that the shipment was redirected back to the sender and advised me to contact Canyon Coolers. When I reached back out to customer service, John refused to assist further and told me to continue dealing with FedEx, despite FedEx clearly stating the issue was on the sender’s side. I have not received any follow-up or resolution. A month later, I still do not have the cooler I paid for. Very disappointing experience, especially given the price point and expectations for customer support.