Macha S.
Yelp
We like snow peak products and the brand. My family had spent thousands of dollars on snow peak products from Portland store in the past years. We've generally liked the products.
This summer, we had a chance to visit Portland store. One of our newest snow peak tents' pole was bent badly after 2 time use, so we decided to bring it in to discuss about the options (if we can purchase a new pole or if they can take a look and fix it). The store rep happily accepted to fix, and we were told it will take about 2 weeks, then they will ship to us. We left the store happy after we enjoyed shopping and spent a few hundred dollars, and that was in August.
After a month, so updates. I started to kindly email to ask for updates.
I did not hear back on my replies, and almost 2 months passed. We had a big camping trip coming and had to have the pole back. Finally 2 weeks prior to our trip, my husband sent an email mentioning about the trip and have to have it back, then a rep replied to my husband's email and they shipped out our pole right away.
We finally got it back after 2 months, and it was a bad surprise to find out that nothing had been done and the pole is bent as it was. There were no explanations or memos in the package.
It was clear that the rep missed to forward our pole to their service team, and the rep forgot or did not take care of this order and just sent us back as is.
Good products, at a very high price, but absolutely no commitment to the aftercare and quality of the products and customer service. We will no longer purchase their products. It's very sad because we are from Japan and wanted to support the company in the U.S.