Outsourced and Slow Customer Service
After ordering a backpack and packing cubes, I discovered they were shipped separately. Backpack was received but cubes were not. PD website shows the cubes are still pending carrier pickup. But AI assistant claims they were delivered. Sent customer service email explaining the situation and that I really needed quick resolution because of a trip I have planned. Waited 2 days for a response from their clearly outsourced customer service (responded at 11 pm pacific time) by “Aljan“ only to have him regurgitate back to me what I wrote in about and offering the solution to “look around and see if you see the package.” Completely discounting what I mentioned about the disconnect between the website and the claimed Delivery confirmation. Now I’m on day 4 passed expected delivery. No response or resolution from the company. No urgency to get this sorted. Products from this company are GREAT, but the customer service will be sluggish, full of English barrier copy and paste text and agents who don’t really read your issue. Probably better off buying from An REI and hoping you never need to contact CS about their claimed lifetime warrantee. And of course, don’t expect to get on the phone with anyone to get resolution. Email only and just hope you get a competent agent. UPDATE: They got back to me. Only to now claim the package is “waiting for carrier pickup” and provided me a link. When you click on the link, it shows the package is delivered. Customer service rep AGAIN didn’t read my email. Will be contesting the charge with my Credit Card company since clearly their staff is essentially inept!