Does anyone know if Golite has gone out of business? I returned a pack a little over a week ago. To sort out details and make sure I received the pack before my departure on an international trip, I called their customer service - many times.

After three days and many, many calls I finally connected with 'Mike' who said only 'Barbara' could handle an exchange. That was last week. In spite of four emails and many more attempts to get through the voice mail system to reach 'Barbara,' and having left three voice mails on the general customer service number I have received no response.

Does anyone know if Golite has gone out of business? Does anyone know how to reach anyone at Golite who can handle an exchange? Does anyone have any experience with Golite customer service? Is this normal? I leave for Europe on Thursday. Should I go to a store and buy another pack and forget about my exchange? Any constructive advice or information would be very welcome.

Thanks in advance.

james
They haven't gone out of business. There customer service is generally just one person. Friend of mine had an issue with his Sleeping bag ton have repaired and he finally had to have them mail it back to him and have it repaired at a private seamstress. They had it for 2 months. I suggest going online and do the online Chat is the best that has worked.Myop the customer service needs lots of improvement.

Hi Denis,

Thanks for your response and suggestion. I tried the live chat also. Tried on Thursday & Friday, againt today. Nobody at home.

I thought I had read that Timberland (who owns GoLite) has been purchased itself.

Hey james
Is this the girls name Barbara koahl? If so this is the same person my friend had issue's with. I don't know if you have her direct number (303) 339-2407 toll free (888) 546-5483. She was the one my friend had the issue's with. I even contacted her about his bag and got the run around. What we did on Trailspace is where he posted it. We sent them a copy of the thread. They answered a day latter.. Bad rep kill's in the outdoor gear realm.I also would call and ask for Donna Donley Morton Director of Marketing. try real early on the morning for the online chat. That worked when I was contacting them about my friends bag and my gear I am presently useing on the AT..Hope this helps

Hi Denis,

Barbara Koahl is the name 'Mike' gave me. Although Mike answered the customer service line one day last week, after many unsuccessful attempts to elicit a response, he said he could not help me, that ONLY Ms. Koahl could help and that she was out of the office until Monday June 20.

I thought it extremely odd that he could not help with a simple matter such as an exchange, that only one person, who was away for the week could do so. But OK, I sent her an email last week, and left a voice mail, expecting that when she returned today she would respond.

When she had not responded by mid-afternoon I resent the emails and once again started the voice mail dance. I left voice mails. I did the live chat thing also, thinking that there might actually be someone alive at Golite. Considering that I have received No response of any kind I now question that in fact there is anyone alive at Golite.

I'm not familiar with Trailspace. I'll Google it.

I'll also try Ms. Koahl's direct number; I did not have it. I would also try to contact Donna Donley Morton, if I had her number. Do you have it? If so would you please post it?

Do you mean you sent a copy of a thread from Trailspeace to Golite?

Thanks for your continuing help.

Jim

Tom,

Thanks for the tip about Timberland being sold.

Here's a story I found: http://www.fosters.com/apps/pbcs.dll/article?AID=/20110619/GJBUSINESS_01/706199936/-1/FOSNEWS

Does this mean Golite is history? I have no way to know. From many years in business, and having participated in a number of acquisitions and mergers, I do know that it's easy for small fish to get lost in the turbulence when whales are at play, and for customers to become chum.

Sigh. I wonder if my pack is history.

Jim

IIRC, Timberland has never owned any part of GoLite. They licensed the GoLite name and manufactured the GoLite footwear. The footwear manufacturing was sold to New England Footwear who is now making the GoLite shoes.

Chris,

So Golite is still owned by Coup?

Jim

As far as I'm aware, that's correct.

Chris,

I'm surprised Coup's still at the helm. I met Coup at his first Outdoor Retailer show and talked with him about a marketing program and a finance package. He impressed me as a guy who was totally dedicated to his fledgling business. Never would have thought he'd let customer service go in this way.

Jim

Golite is still owned by Coup and will always be owned by Coup & Kim. Yes, there is a Timberland connection but, they do not control the day to day operations of the company. Golite is going through some changes with so many 'retail' locations going on right now that they might be struggling to keep up with demand/customer service. I can guarantee you that they still stand behind their products and if there is a problem right now, it is temporary and they still value their customers very much. The Timberland acquisition won't be finalized until October at the earliest and will have little to no effect on Golite.

From what I've read, Timberline bought the brand and some of GoLite's assets. They have licensed the GoLite brand back to Coup et al. I would say that if you own the brand, that's a big part of the business Regardless, Timberline paid some serious money for that former part of GoLite, and now it's owned by VF...right?

http://www.inc.com/magazine/20070301/features-deal-playing-hard-to-get.html

I had not realized (or had forgotten) that Timberline also owns SmartWool.

Edited by TomClark on 06/20/2011 21:09:45 MDT.

Timberland bought Smartwool in 2005. VF Corp is huge and it makes sense for them to buy Timberland because of the similar brands already in its portfolio and market segments. I still highly doubt that Golite is in trouble because of this sale.. if anything Golite could buy itself back from Timberland/VF but, that all depends on the type of contract negotiated at the time.

Peter,

You wrote:

" I can guarantee you that they still stand behind their products"

Not to be a wise a**, but if in fact you actually guarantee that they stand behind their products, does that mean you also guarantee their service?

If so, please send me a Peak in size M or S color Grease at once.

That's a little tongue in cheek :-) But not entirely.

The word, 'guarantee,' has a specific meaning. It's generally speaking not a good idea to offer what you are not prepared to deliver.

Or maybe, I misunderstand and you do have an affiliation with Golite that allows you to guarantee them. If so, cool. Let me know and I'll forward my address so you can forward my pack.

In any event, please take this comment in the spirit in which it's offered. I'm writing this with a smile (rueful) on my face and have no desire to offend. But, I'm a little stressed due to complications with my trip, and may offend inadvertently. If so, I apologize in advance.

Best regards,

Jim

Corporate business matters aside.... ouch, what lame customer service.

Jim,

I totally understand that your upset about what has happened to you because of your pack, no question. I don't speak for Golite; My statement comes from working previously for Golite and knowing Coup and the other guys at Golite personally, that I know how passionate they are about the quality of their products and how much they care about their customers. Having said that, it doesn't mean that situations like yours don't come up.

I'm sorry you are having problems getting ahold of them and understand your frustrations.

just return it at REI..

Edited by rcowman on 06/20/2011 22:20:28 MDT.

Peter,

Thanks for your reply. Really, I though you might be working for them and could help.

Cheers, Jim

Robert,

I bought it direct from Golite, returned it two weeks ago. Looks like I'm stuck.

Thanks,

Jim

james
I wish I had her number to give you. I found a press release with her name thats how I knew who she was and Put it on the thread on trailspace.The Thread is "Sent my sleeping bag to golite". Everyone pretty much said send the thread to them. It actually worked after I was kind of rude on the Online chat. Peter is correct their gear is great, But the Customer service department needs to expand.Thats Myop. I couldn't get away with not communitcateing with clients.Even when gone someone is a point of reference. I would think they learned that from the last issue. Sorry your stuck.