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Gossamer Gear

in 1 - COMPANIES (Customer Service)

Average Rating
5.00 / 5 (43 reviews)


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Craig Shelley
( craig_shelley )

Locale:
Rocky Mountains
Gossamer Gear Online Retailer Plus on 11/22/2006 15:43:59 MST Report Post Print

Rating: 5 / 5

I've ordered from this company a few times. They are very willing to correct any problems. They ship quickly. I will continue to order from them.

Doug Johnson
( djohnson - M )

Locale:
Washington State
Gossamer Gear on 11/22/2006 18:31:58 MST Report Post Print

Rating: 5 / 5

Glen and Grant over at Gossamer Gear are fantastic! Their product always ships out quickly and after my Mariposa pack blew a seam (after a year of use) they quickly repaired the pack at NO CHARGE. Looking at the seam, I could never tell there was ever any problem. Grant runs the show now and he is wonderful to deal with- quick, friendly. I've used Gossamer Gear packs (2), poles (4 pair), pads (2), and also a stove, sunglasses, and lots of smaller items. Always high quality and well represented.

Highly recommended!

Shop Mariposa products at GearBuyer
paul johnson
( pj )

Locale:
LazyBoy in my Den - miss the forest
Simply the BEST on 11/23/2006 05:13:27 MST Report Post Print

Rating: 5 / 5

What else can be said about what may very well be the very best on-line retailer i have ever dealt with.

I have placed more orders than i care to confess to. Like a previous reviewer my orders span the complete range of gear that they offer and one Custom order which i gotta' believe they made little or nothing on. This order custom order was actually delivered in a small fraction of the quoted lead time.

In EVERY case there have been ZERO problems. I must say that i feel that they have always treated me as if i were their favorite family member; no, wait...better than they might treat their favorite family member.

Orders ship immediately, often/always(???) same day - depending upon what time of day i place the order.

Minimal packaging to dispose of. This aspect i really appreciate.

The gear is all top-shelf; flawless in design and function.

I have given others gifts of GG products and in every case these have been well received and no complaints as to quality and function of the gear have been heard. It is some of the recipients favorite gear to use: very light, very functional, and very well made are their comments. They can't believer gear so light can exceed their expectations as to robustness (look, it's no heavywt. fabric/gear, but they thought that one short trek would rip the gear to shreds - they were so surprised to have even their smallest fears prove unfounded).

I don't know what else i could say.

Mark Verber
( verber )

Locale:
San Francisco Bay Area
excellent customer service on 11/24/2006 09:04:13 MST Report Post Print

Rating: 5 / 5

I have both ordered items from gossimar gear and interacted with them during a backpacktestgear.org eval of the spinnshelter. I have had only good experiences with them. Items have been shipped quickly. Order changes have been painless. Questions have been quickly answered with useful information. I wish all companies had customer service like GG.

Ken Helwig
( kennyhel77 )

Locale:
Scotts Valley CA via San Jose, CA
Great Company on 11/24/2006 19:27:09 MST Report Post Print

Rating: 5 / 5

Have used two packs of theirs, tarp, pad, stoves and clothing. No problems at all!!!! Love their stuff and they continue to do well after the change. Without hesitation, I will use them for more purchases!!

Roger B
( rogerb )

Locale:
Here and there
Excellent service on 11/25/2006 17:15:48 MST Report Post Print

Rating: 5 / 5

Gossamer Gear serves a particular section of the market and in doing so also is required to "educate" that market on both UL and SUL gear. They do this exceptionally well and in particular both Glen and Grant are very willing to comment upon and suggest ways in which gear can be used.

Many other companies do not have the wherewithal to undertake such service.

I will always go to Gossamer Gear to see what are their latest innovations and determine whether they are right for me.

J W
( jhaura )

Locale:
www.Trailability.com
Great people, Innovative Gear on 11/29/2006 19:38:38 MST Report Post Print

Rating: 5 / 5

Thumbs up to GG. They don't make a lot of items, rather a few quality niche packs and other gear. I really like their sourcing of other industry items and presenting them for backpacking, such as the polycro groundsheets and nightlight pads.

b d
( bdavis )

Locale:
Mt. Lassen - Shasta, N. Cal.
GG is GGreat on 11/29/2006 21:10:27 MST Report Post Print

Rating: 5 / 5

Earlier, when I was just becoming familiar with UL world I discovered GG on line. It opened my eyes to what was both possible and already real. We use the GG Squall Classic at about 1.5 lbs., their ultra light ground cloth goes under it, and their thin long pad and the egg shell closed foam torso pad under my bag. I have the thick longer pad for colder, wetter weather or snow conditions. Lots of other stuff picked up along the way from them. All the goods are good goods, in fact they are excellent. Had to return some packs because I found out my back couldn't take the true UL frameless and beltless or minimal packs -- they were great about taking the packs back as long as they were like new and not damaged. So if anyone is new to UL the Gossamer Gear site is a good place to start if you are looking for gear and learning what is available -- there are other sites but this is the one I cut my teeth on before I ever found backpackinglight. b.d.

Johnny Gish
( jtgish )

Locale:
Coppell, Texas
Great Weekend Service on 12/01/2006 13:30:47 MST Report Post Print

Rating: 5 / 5

I ordered a Nightlight Torso Pad on a Friday evening. I received confimation Saturday morning from Grant at GG that it would ship on Monday. Well, Saturday night I realized that I wanted a ThinLight 1/8 pad as well and sent an email Sat. night. SUNDAY afternoon I received an email from Grant saying no problem and he would just add it to my order that was ready to ship on Monday. I was amazed that they would go the extra mile not just on a Saturday but also a Sunday.

Valentin Zill
( Valentin.Zill )

Locale:
Europe
Best Customer Service I ever experienced on 01/13/2007 10:04:44 MST Report Post Print

Rating: 5 / 5

Gossamer Gear's customer service is really outstanding. It was the first time that I ordered gear in the U.S. and I was almost sure problems would occur. Nope! The package arrived within a week - here in Europe!!! It was complete, everything perfect, and they had prepared everything for the customs.

I later had some questions on the SpinnSolo, and Glen answered all my e-mails - that was very helpful.

For the best of gear and customer service, look no further than www.gossamergear.com!

Edited by Valentin.Zill on 02/19/2007 11:36:20 MST.

Stephen Nelson
( stephenn6289 )

Locale:
Sunshine State
fast and reliable on 01/24/2007 16:02:33 MST Report Post Print

Rating: 5 / 5

I ordered fromthem at noon and my order shipped by 5. That was impressive. I have also ordered several other times and they have been very fast, reliable, and true to the weight of their products. They are a huge contrast to my experience at C&C outdoors. I gave 'em a 5!

Randy K
( roosterk )

Locale:
SW OK
Absolute top quality service. on 02/10/2007 18:34:35 MST Report Post Print

Rating: 5 / 5

I have done business with this company since it was just Glen. (I was #32 on the original G4 waiting list). Every time I have been more than satisfied, both with old and the new management. Fast accurate shipping, and, when needed, willing to go the extra mile. I'd give them 6/5, if possible.

James Loy
( jimbluz - M )

Locale:
Pacific NW
Great, innovative company on 02/14/2007 17:42:06 MST Report Post Print

Rating: 5 / 5

I have ordered numerous times from this company as they tend to carry innovative products not available elsewhere. All of my orders were processed quickly and delivered to my door sooner than expected. All items were exactly as described on their website. I always look forward to their newsletters.

edgar desert rat
( krudmeister )
blaahh on 02/16/2007 11:22:22 MST Report Post Print

Rating: 5 / 5

blahahh

Edited by krudmeister on 05/05/2014 19:12:26 MDT.

Miles Barger
( milesbarger - M )

Locale:
West Virginia
Gossamer Gear = always great on 02/18/2007 12:10:30 MST Report Post Print

Rating: 5 / 5

I've ordered a handful of pads and small items from Gossamer Gear. The products have always shipped out the next day, I've been kept up to date with good emails, and things have always arrived quickly. Gossamer Gear is a great company.

Additionally, GG's monthly newsletter is always nice. It gives product updates, a personal note from the owner, and access to great sales and closeouts. It makes you feel like a very valued customer.

Edited by milesbarger on 02/18/2007 12:11:03 MST.

Adam Rothermich
( aroth87 )

Locale:
Missouri Ozarks
Very fast, great products on 03/06/2007 08:37:59 MST Report Post Print

Rating: 5 / 5

I placed my first order from Gossamer Gear, a Nightlight Torso and Lighten Up! DVD last Wednesday. I received my first order from GG last Saturday. Now that's fast!
As for their products, they seem to be top notch, both the DVD and the pad surpassed my expectations.
I would highly recommend Gossamer Gear and their products.

Adam

Shop Dvd products at GearBuyer
David Neumann
( idahomtman - M )

Locale:
Northern Idaho
Gossamer Gear Customer Service on 03/06/2007 11:59:28 MST Report Post Print

Rating: 5 / 5

I have also had positive experiences with GG both both with Glen and the current owner(s).

I purchased a pack and when it arrived I found it to be too large. I called, got Glen and had authorization to return it immediately and it was taken care of quickly and with no problems.

They are fast, efficient, great products and they stand behind them at least to the extent indicated on their site.

Andrew King
( drewboy )

Locale:
Arizona
GG is a great company on 03/07/2007 07:43:07 MST Report Post Print

Rating: 5 / 5

As other posters have described, their response and shipping to orders received is lightspeed. As good or better than anyone else in the industry. Concerning customer support, I recently had issues with my LightTrek poles, and RMA'd them through the web site. One week later, new poles were in hand. Email communications were always prompt. And to top it off, I stupidly tore a hole in my relatively new Spinnshelter. While I was nosing around in the forums here to seek the best repair methods, Grant jumped in and advised that he would fix it for free. These guys are one class act! They offer cutting edge gear at reasonable prices, and world class support. What more can you ask for?

Shop These products at GearBuyer
Michael Schurr
( mrschurr )

Locale:
SW US
Gossamer Gear Service the Best on 03/13/2007 11:01:40 MDT Report Post Print

Rating: 5 / 5

On a recent trip in the Arizona Superstitions I broke one of my Lightrek poles (not just the tip). In fairness to the product, I doubt any pole would have survived the abuse. I sent an email off to GG to find out how to replace it. A response soon arrived with a phone numer to call. The phone service was prompt and a new pole arrived before I had the chance to put the broken one in the mail. Well done!

Kevin Egelhoff
( kegelhoff )

Locale:
Southern Cal
Great Customer Service again! on 05/04/2007 12:34:40 MDT Report Post Print

Rating: 5 / 5

I just ordered some more items and Grant has the BEST customer service going. Wish ALL companies were this good!

James Keener
( jjhiker )

Locale:
San Francisco Bay Area
Possibly the Best Online Shopping Experience on 03/31/2008 00:14:13 MDT Report Post Print

Rating: 5 / 5

The product descriptions are clear and accurate. The pricing is fair. The products are exactly as described. The weights are accurate. Wow. Until I started typing, I did not realize how good GG truly is. Telephone contact. Quick order fulfillment.

Jay Wilkerson
( Creachen )

Locale:
East Bay
Very Reliable on 11/11/2008 16:55:15 MST Report Post Print

Rating: 5 / 5

I have ordered a few items from GG and they always show up on time.. The Spinntwinn came in under 5 days and the tarp is PERFECT. Great product with great customer service.. Highly Recommended. Oh yea nice website too!

Kent C.
( kent - M )

Locale:
High Sierra
WOW! Completely surpassed expectations! on 02/20/2009 04:58:55 MST Report Post Print

Rating: 5 / 5

In Nov. 2008 I first ordered from GG. Delivery guy tried to be helpful and put package over our fence & out of sight; he didn't notice we have dogs. They welcomed the box and had a taste. A couple parts of the backpack were damaged, but repairable, so I called GG. Not only did a Person answer, but it was Grant himself, not a customer service rep.! Since the damage was done by MY dogs on MY property, I asked about the cost to repair the pack. Grant would have none of that. He said my new pack should be new, not repaired-new! Not only did he send me a brand new pack but included a different hip belt that I realized I needed...all FREE of charge! I'll direct my money to GG every chance I get!! Can't wait to buy "The One" from them.

Charles Jennings
( vigilguy )

Locale:
Northern Utah
nm on 02/21/2009 15:06:17 MST Report Post Print

Rating: 5 / 5

nm

Edited by vigilguy on 02/21/2009 15:08:53 MST.

Jim MacDiarmid
( jrmacd )
Great Product, Great Service on 04/15/2009 17:39:25 MDT Report Post Print

Rating: 5 / 5

I ordered a Gorilla backpack from Gossamer Gear. It's my first venture into UL packs. I ordered a medium, and after trying it on for a few days and not finding it completely comfortable, I worried that they pack was too small. Unfortunately, GG was out of stock in large, so I couldn't order one to compare. I used the contact page to email them asking when they thought large might be back in stock, and also asked if there was a way to tell if the pack fit correctly. Within 24 hours, Grant had emailed me back, asking if I could send pictures of myself in the pack, so he could take a look at the fit. He also said if I wanted to hold onto my pack beyond the 30 day return limit, so I could get a large to compare when they were back in stock, not to worry. I emailed him the pics, and again, within a day, he had emailed back saying the fit looked good, but offering to send me a Mariposa Plus large on loan for comparison if I was still concerned. I wasn't, as after playing with the pack some more, I realized my fit concerns were due to user error.

The quality of the product and the customer service the decision to buy from GG again in the future a no brainer.

Shop Gorilla, Mariposa products at GearBuyer
Michael Reagan
( MichaelReagan )

Locale:
Southern California
Gossamer Gear on 04/20/2009 12:55:08 MDT Report Post Print

Rating: 5 / 5

I am another long-time customer and will add my praise to all the good that has been already said. Their products are great, prices excellent, shipping prompt, and service outstanding. I love their gear and will continue using it as long as I can still get out and hike.

Michael

Lori Pontious
( lori999 - M )

Locale:
Central Valley
great company on 06/26/2009 07:39:24 MDT Report Post Print

Rating: 5 / 5

I like having a company that responds to emails, has great gear and provides great customer service. I have a Mariposa Plus - what other company would offer to retrofit a pack to the latest frame? I couldn't get any joy from Komperdell when my pole stopped locking, but I have no doubts GG will support their Lightrek poles if I should have issues.

ETA: I did eventually have an issue with a Lightrek twist lock. And after one troubleshooting phone call, GG sent a new pole tip to resolve the issue. Absolutely I'm impressed.

Edited by lori999 on 11/04/2009 21:35:23 MST.

Shop ETA, Komperdell, Mariposa products at GearBuyer
Barnett Childress
( Barnett_Childress - M )

Locale:
New England
GG = Great Gear! on 07/01/2009 12:23:46 MDT Report Post Print

Rating: 5 / 5

Always excellent service from Grant & GG either thru online or over the phone ordering.

Products have been excellent performers.

Products owned:
Assorted foam pads
LT4 Treking poles W/straps
Murmur pack

Peter Atkinson
( sewing_machine )

Locale:
Yorkshire, England
Gossamer Gear on 07/13/2009 13:04:02 MDT Report Post Print

Rating: 5 / 5

I ordered a product from GG (and I live in the UK) and it arrived quickly but unfortunately it broke on the first use; I sent Grant an email and a photo and without question he sent a replacement - which arrived very quickly - and he even sent another fairly major part just in case it happened again. I think this is excellent service - unquestioning and very quick (and the product is very very good despite the 'unlucky' fault'). So, both the customer service and product are totally top drawer!

Joe Clement
( skinewmexico )

Locale:
Southwest
Great Company on 07/16/2009 23:59:03 MDT Report Post Print

Rating: 5 / 5

Quick to answer questions, and even call you back. Hard to beat. Retrofit my Mariposa with the new aluminum stay for next to nothing, and had it back in a week. Service and products so good, I am willing to overlook the fact that they are in the city with the evil, Orange empire.

Shop Mariposa, Retrofit products at GearBuyer
Frank Deland
( rambler - M )

Locale:
On the AT in VA
will communicate if a problem on 09/21/2009 15:36:33 MDT Report Post Print

Rating: 5 / 5

Ditto.

When something is not in stock when you first look, just put your name on the -e-mail-when in stock list and they will let you know.

They quickly and without questions replaced items that had not worked.

Keith Selbo
( herman666 - M )

Locale:
Northern Virginia
Great gear, great service on 10/18/2009 19:56:57 MDT Report Post Print

Rating: 5 / 5

These people deliver great products. They correct problems quickly and are responsive to their email. Sometimes they go the extra mile, doing more than they have to to satisfy the customer. Nuff said.

Shop These products at GearBuyer
jim draucker
( mtnjim )

Locale:
Shenandoah Valley VA
Customer Service on 10/28/2009 19:28:02 MDT Report Post Print

Rating: 5 / 5

WOW

I can't say enough. Phone answered on second ring. What I thought was going to be a problem , turned into a very pleasant business transaction ;) Based on this I will do my best to use their products.

Jim

Richard Rini
( rarini )

Locale:
Southeast
Fantastic on 12/05/2009 07:13:49 MST Report Post Print

Rating: 5 / 5

These guys are great. I ordered a Spinn Twinn tarp and needed them to seal the seams but requested it to be done after I placed my order which would involved an extra charge and additional approval from me. They went and shipped it out before charging me the extra fee for the seam sealing. I love these guys their is still trust out there!

Justin C
( paintballr4life )

Locale:
East Coast
Awesome company on 02/26/2010 09:51:55 MST Report Post Print

Rating: 5 / 5

I love ordering from Gossamer Gear. The guys there are always very nice and helpful. They seem to really care about their company and their customers. I have bought three different items (spinntwinn, light trek 3s, and mariposa plus) from them and all are exceptionally made. I highly recommend buying from these guys.

jacob huwe
( uticafats )

Locale:
Upstate New York
Killer service on 03/03/2010 16:25:31 MST Report Post Print

Rating: 5 / 5

I fell into a spruce trap while snowshoeing this weekend and snapped one of my LT4 poles in half. This could have happened to any pole.

I sent a email to GG asking how I could replace the damaged section and got a reply later that day. They said" the first ones on us" and are sending me a replacement section for my pole. WOW!

Evan Brodfuehrer
( burtonboarder84 )
problems solved! on 03/22/2010 13:25:53 MDT Report Post Print

Rating: 5 / 5

very helpful after an ordering issue I had. Took a bit to get ahold of someone but very pleasant transaction.

Edited by burtonboarder84 on 03/25/2010 03:35:40 MDT.

Andy Berner
( Berner9 )

Locale:
Michigan
Great Service on 06/08/2010 14:03:56 MDT Report Post Print

Rating: 5 / 5

The couple times Ive called to add something on to my order I have been very pleased with there customer service. It wasn't Glen or Grant the two who most people know. It was another guy and was very helpful.

Thank you Gossamer Gear

James Lantz
( jameslantz )

Locale:
North Georgia
Above & beyond the call of duty on 06/17/2010 16:40:53 MDT Report Post Print

Rating: 5 / 5

I experienced corrosion of one of my Lightrek poles' threaded aluminum bolts which holds the rubber expander to lock the 2 halves of the pole together. This made it impossible to use the pole. After an email to Grant Sible, the poles were shipped back to GG & retrofitted with new stainless steel bolts & o-rings to prevent further water intrusion. The entire process took a little over a week & I was not charged!!
This is why over the years I've bought 2 Squall Classics, a Mariposa Plus, a Gorilla, a Murmur, a SpinnTwinn, the Lightrek 4's, & numerous other accesories from this company.
GG is an outstanding company because of their outstanding customer service & their close adherence to their principles of Innovative, Ultralight, & Affordable. I can't recommend this company highly enough!

Shop Mariposa products at GearBuyer
Ross Bleakney
( rossbleakney )

Locale:
Cascades
Outstanding (Again) on 08/25/2010 12:11:45 MDT Report Post Print

Rating: 5 / 5

Another GG review, another five out of five. This time, I broke a pole section (the lower part, or tip). It was my fault (I stepped on it) and not the fault of the pole. A call to customer support (I'm a bit hard of hearing, so I'm not sure who I talked to) and within five minutes I had the piece. It cost way less than expected (less than a quarter the cost of a pair of poles).

David W.
( Davidpcvsamoa )

Locale:
East Bay, CA
Excellent on 01/10/2011 22:36:36 MST Report Post Print

Rating: 5 / 5

When one of my LT4 poles broke, I emailed Gossamer Gear and within a hour I received a friendly email from Grant to send it in. Gossamer Gear sent back a repaired pole at no cost. In addition to making fantastic products, their service is first rate. It's very easy to become a loyal customer. Keep up the good work Gossamer Gear.

Adam Kramer
( rbeard )

Locale:
ATL, Southern Appalachia
EXCELLENT on 03/07/2011 11:49:10 MST Report Post Print

Rating: 5 / 5

GREAT CUSTOMER SERVICE. Mike is super nice, and very helpful and will go out of his way to make sure you are happy and satisfied. TOP NOTCH.

David Moreno
( nerrek2000 )

Locale:
North East Ohio
Gossamer Gear on 05/26/2014 10:29:13 MDT Report Post Print

Rating: 5 / 5

Only ordered from them once, but my order shipped promptly.

All items were as described, including weights.

No complaints here.

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