Gear

Bought a custom bag month ago and service seemed OK- It ought to be for the price of the product! Just got notified of their sale and wanted to buy something. No answer on the phone , or answer phone, at 4.30pm. Wrote an e mail on Friday- no reply. Anyone know whats up with them- seems ominously quiet?

Nothing as far as I know - they've always been dire at answering email and almost as bad at the phone (I suppose they're only a small company, not that that's really an excuse these days). I had exactly the same the first time I ordered from them a few years ago, so I wouldn't necessarily take it as a sign of problems.

I ordered a Minim 400 from the sale online first thing on Thursday and the email notifications came through ok - hopefully the bag will too this week...

Thanks Matt. Guess I must be used to people who want my money, returning my e- mails! Rankles a bit though.

I agree. I think they have to wake up a bit. I purchased stuff from Alpkit quite soon after they started and were very small. Could buy online, stuff arrived next day with a little note thanking me for my custom.

Similarly, although I've never bought anything off Bob, as I've been a bit quiet on the purchase front recently everyone raves about his customer service and that's a small husband and wife team.


Surely they can get someone during office hours to reply to e-mail or phone?

I got through on the phone first time friday, and ordered a Minimus from them.

Will have to see if they are true to their word, as they said it would be posted today for arrival tomorrow.

i ordered via the web site, thursday morning (minim and aspen jacket) seemed togo ok.

ive also previously had a custum bag made by them which was a nightmare. first it took months to get then, the bag they sent was completely wrong and was subsequently sent back.PHD said they would make a completely new bag which they did not they just cut and hacked the one i sent back to them which isnt really good enough by half.

anyway it hasn't quite put me off ordering again from them but if i encounter any problems again however small it will be my duty to inform as many people as possible and i wouldnt have anything else todo with them

i wouldn't have any custom made gear from them again either.

i think they're happy just doing the military side of the business and other big orders. hence the lack of customer service on individuals. pity but thats PHD for you

What's the military side of their business, morph?

from what i understand they make sleeping bags for them probably special forces and the like, (hence all the green stuff in the sale). well that what ive been told anyhow.

I've had the same experiences as Matt !!!

(Great products though).

I'll post later from work if they have kept their word and had it delivered today.

I sent them a few emails and enquiries in Feb/March 2006....I am still waiting for a reply!

well not delivered today, however they did answer first time when I called them, and apparently being sent out today.

Nothing here yet either. I notice the payment hit my credit card last Thursday, the same day I ordered.

I see the following in my confirmation email:
"Items are usually dispatched within 21 days.

Transit times vary depending on destination:
to UK, +1-2 days
+5 days for Europe
+10 days for N. America & Australasia
+14 days for Japan/Far East/RoW

We are often faster than this, but slower too at very busy times. If you have a deadline / departure date please contact us. We always do our best to accommodate."

Now I can understand 21 days if they don't carry much stock and effectively make to order, which they might, and I also know they have delivered much quicker on my previous orders. But I'd have thought that if they'd been gearing up for this summer sale they'd have some of the items in and ready to ship though.

Anyway, it's a winter bag I'm getting - no hurry! :)

I ordered a minimus last thursday and it arrived today.

well still a no show, and the excuse today is that when they put my card details, Barclays have changed it so they need the 3 digits from the back of the card as well. So they have had to phone up everyone and leave messages asking people to phone in with those 3 digits.

Have been assured it will be posted today.

They really have screwed me over on this, only ordered as I was told it would be here for Tuesday. As need for this weekend.
Now if I can't get everything I need into my current rucksack, I have no time to order from Bob. Screwed totally by them.

Not impressed at all.

I may tell them they are getting poor comments made about them on here as well.

They need to buck their ideas up BIG TIME.

mine arrived as promised yesterday, today.

hmm, im still waiting.

morph,
call them, you may need to give them the details from the back of your card. ie that magic 3 digit number.

I've just phoned to ask where my bag is and the office is closed today and will reopen on Monday!?

I'm amazed! This can't be the way to run a business. Perhaps they should be made aware of this thread- though would it make a difference?