I've been a customer since the…
I've been a customer since the beginning and have had both good experiences and bad. I think they've become too big to maintain a polished customer experience. They no longer ship with FedEx and use smaller, less reputable companies. When they match prices of other retailers such as Patagonia, they charge for shipping and more recently sent the wrong item-which can happen I suppose. In the past, shipping was fast and reliable, price matching was logical and fair and the company was likely of a size that allowed for a fully positive experience. They do have excellent prices and a wide selection of brands and options which I appreciate. They also offer phone support which is fast, efficient and reliable.