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Reader Reviews

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in 1 - COMPANIES (Customer Service)

Average Rating
4.68 / 5 (22 reviews)

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Mike Barney
( eaglemb )

AZ, the Great Southwest! Gear Shop on 11/27/2006 21:33:52 MST Report Post Print

Rating: 5 / 5

I've made several orders from the Gear Shop here, and the response is always quick, well organized, and delivered quickly with good notification. The merchandise arrived on time and in good condition.

This is a well focused site with a lot of proven gear, reasonable prices comparable with other outlets including some discount, and with fast delivery. One other nice aspect is in BPL being out of state, there is no sales tax, another nice small break.

I'm happy to do business with BPL Gear Shop. They keep you informed on your order status. They respond promptly with an email telling me what I ordered, when it is likely to ship, and other info.

I found the same light for several $'s less on another popular website, but little things like these emails from BPL make it worth the $3 in this case.

Note to Ryan: OK, I spilled the beans that I'll pay a premium, but I'm putting 4 kids through college, so let's keep those margins thin! :)

Upon shipment, you'll receive an email, like the following, that keeps you informed:

To: eaglemb
Subject: Your order number BPLT99999 has completely shipped!
From: Customer Service <>

This is an automatically generated email. If you have questions about
your order, please visit Customer Service Online:

Dear Mike,

We have made the last shipment of your order #BPLT99999. It is now complete!

Shipping Method: Free Shipping
Tracking Number: 999999999999999999999

Quantity Description
-------- -----------------------------------------------------
1 Freedom Micro LED Light (photon_light_micro_led)

You can view your entire order status here:

Should you have a question about your items, or about other
products, please reply to this message and let us help.

Contact us: <>

Remember, you can always visit our site at:

Regards and thanks for your business!
1627 West Main Street, Suite No. 310
Bozeman, MT 59715
FAX: 406.522.0948

Edited by eaglemb on 12/06/2006 17:19:41 MST.

Craig Shelley
( craig_shelley )

Rocky Mountains
Quick shipment on 12/01/2006 07:01:32 MST Report Post Print

Rating: 5 / 5

I've ordered from the gear store. I've never had any problems. I receive the package quickly. There are some items that you just cannot get at a better price than the gear store too.

b d
( bdavis )

Mt. Lassen - Shasta, N. Cal. - go to info source on 01/15/2007 20:01:59 MST Report Post Print

Rating: 5 / 5

The Gear Shop is great. They send emails when you order to confirm, and let you know when the gear and order is shipped and complete. The gear arrives quickly and is exactly what it is described as. It by itself is an education, let alone the other parts of the BPL web site.

This site is not only my go to info source, it is a community of Knowing Ones who walk the walk and talk the talk. So, since it isn't carried with me it does not get a five for the ratio of performance to weight on the trail ... but gets if for the UL efficiency of its structure as a web community and its performance on my computer here at home. Thanks, BPL, for the info, inspiration, and insights. bd

Edited by bdavis on 01/15/2007 20:04:34 MST.

Jason Shaffer
( PA_Jay )

on the move....
BPL Customer Service on 01/28/2007 12:27:42 MST Report Post Print

Rating: 5 / 5

I've been a member under different user-names since BPL's first few months, and I have been continually impressed. However, in the last 2 years in particular, BPL has improved its customer service TREMENDOUSLY. I remember waiting more than a week on product inquiries, etc. Many members complained, and now it's a couple of days or less. I waited months for the first production runs of the cocoon pullover, trekking poles, etc. after my credit card was billed, but fully informed that this would be the case. Many members groaned, so BPL changed their pre-orders policy. Less than a year ago, we were hollering for a more balanced content between reviews and techniques. BPL immediately and openly addressed this debate in the newletters and the forums, and has since made noticable (tho still incomplete) efforts to meet this demand. It has been great to watch this site grow and change -- especially since so much of that growth has been fueled by a responsiveness to member feedback.

I'd give a 4.5 if I could, only because I'd still like to see more technique- and trip-related articles. But still...
Good content, great products, and a truly superb community. Keep it up guys.

John Haley
( Quoddy )

New York/Vermont Border
Excellent!! on 03/07/2007 06:25:10 MST Report Post Print

Rating: 5 / 5

I am quick to judge a company by my perception of their customer service (see my recent reviews of several ompanies). Having worked in several areas where anything but excellence is not accepted and I find it difficult to change my views now.

My dealings with and orders with the BPL Gear Shop have been extremely smooth with excellent communications throughout. Prices and product quality are as good as, or better than other sources. I've found uses for lightweight items that I've purchased that I never would have guessed was possible.

Great dealing with the "Store". I've another order en route right now.

joe tittiger
( tittiger )

on the road
unecessary problems on 04/04/2007 15:55:47 MDT Report Post Print

Rating: 2 / 5

I recently placed an order and it was mailed to a FedEx Kinkos in Yuma AZ and had some problems caused mainly by FedEx's mistakes and business policies.

We finally did get it straightened out but it was made more difficcult by BPL not having a phone number where they pick up and you can talk to a human being.


Edited by tittiger on 05/31/2007 17:52:52 MDT.

Jeff Boone
( jnboone )
First Class! on 07/14/2007 13:55:16 MDT Report Post Print

Rating: 5 / 5

I've placed four orders in the last couple of months, and BPL has been very fast. Not had any problems to determine how well they'll deal with them yet, but I am very happy.

kevin davidson
( kdesign )

Mythical State of Jefferson
Addie Rocks! on 07/14/2007 15:02:25 MDT Report Post Print

Rating: 5 / 5

Very efficient and friendly CS from BPL. Addie (and Ryan---when A. is on vacation) runs a tight ship----my questions and requests have been handled very promptly and services like running down to the warehouse to get the exact measurement of something like the hem length of a Cocoon parka, cheerfully performed.

Ryan, give her a raise!

Edited by kdesign on 07/14/2007 15:32:05 MDT.

Shop Cocoon products at GearBuyer
Per Hansen
( pereqa )

Sunny Southern Greenland
Addie Rocks! on 07/15/2007 06:24:56 MDT Report Post Print

Rating: 5 / 5

I just have to second Kevin on this one. Ryan give Addie a raise! What ever you are paying her, just give her some more to make sure she will not be leaving. Customer service would be a poorer place without her.

During the past year I have run into several issues needing attention and Addie really gives new meaning to the word customer service. In any new dictionary editions they just have to write Addie Morstad under the listing customer service.

Roger B
( rogerb )

Here and there
Superlative service on 07/16/2007 12:50:45 MDT Report Post Print

Rating: 5 / 5

When it came to the need to change the delivery address from local to international for an impending delivery, there was no fuss. After a couple of emails the address was changed and the products arrived in a timely manner, what more can you ask.

Well done Addie and BPL.

Dustin Meyer
( dustinmeyer )

Kansas City Metro
Great BPL Customer Support on 01/04/2008 18:25:24 MST Report Post Print

Rating: 5 / 5

I spoke briefly with Addie from BPL yesterday on the phone and just wanted to say what a pleasant experience it was. I had an issue with my subscription and she clearly explained all of my options and was a pleasure to talk to. Customer support is an important part of any business and Addie definitely does a great job. Keep up the good work BPL.

Siegmund Beimfohr
( SigBeimfohr - M )
Super Customer Service! on 01/04/2008 18:58:02 MST Report Post Print

Rating: 5 / 5

I had the opportunity to talk with Addie briefly on a return to BPL. She was most helpful and very pleasant to talk with. The return process itself was organized and simple; this part of the web site does have it nailed. If only all customer service experiences were this enjoyable.

Shop SHE products at GearBuyer
Ryan Hutchins
( ryan_hutchins )

Somewhere out there
Quick helpful and nice on 05/21/2008 11:25:04 MDT Report Post Print

Rating: 5 / 5

I just got off the phone W/ Karen from BPL Customer service. She was really helpful in helping me out w/ a leaky torso-lite. She was quick to return my initial call (even though I missed her return call!) and got back to me promptly with information. She was really polite and friendly, we even shared stories of leaky pads a bit. Everything customer service should be!

Shop SHE products at GearBuyer
Joe Westing
( pedro87 )
excellent service on 06/11/2008 17:09:30 MDT Report Post Print

Rating: 5 / 5

After having a problem with my BPL print subscription (totally my bad), Karen quickly (within a day) and kindly fixed everything. Couldn't ask for anything more.

Jay Wilkerson
( Creachen )

East Bay
Great Products and even better shipping. on 02/10/2009 23:32:11 MST Report Post Print

Rating: 5 / 5

So I have been ordering since 2006 and if my brain is still working every product I have ordered has been delivered to my house in 2-4 days after ordering. That is a great track record. The products overall are great if not excellent geared to the UL enthusiasts. BPL has allowed me to learn a lot from there forums and has supplied me with outstanding UL backpacking gear. BPL's GEAR gets to your house fast. I am a very happy customer!!!

Edited by Creachen on 02/10/2009 23:34:13 MST.

Barnett Childress
( Barnett_Childress )

New England
Excellent Overall on 07/01/2009 12:27:52 MDT Report Post Print

Rating: 5 / 5

Have purchased many items from BPL. Ordering is hassle free & products ship fast. Had a bit of a mix up on the last order but BPL worked to resolve it.

Will definitely buy from again.

joe w
( sandalot )
customer service on 09/06/2009 11:00:23 MDT Report Post Print

Rating: 5 / 5


Edited by sandalot on 04/24/2010 11:39:09 MDT.

Diana Vann
( DianaV )

Awesome Addie! on 02/08/2011 15:16:24 MST Report Post Print

Rating: 5 / 5

I'm a returning BPL member. Sometimes I'm away from my computer for a month or two at a time, and those annual renewals really come up fast for me, so I had let my membership lapse.

But I missed BPL (though I continued to receive the online newsletter, which really reinforced that fact that I was missing out on a lot of good information). So I finally took action and signed up again. This time I chose a lifetime membership. No more lapsed memberships for me!

While setting up my account again, I encountered a problem with functionality that was actually caused by a Firefox issue--but at first that wasn't apparent.

Addie was extremely helpful, and responded to my problem in a very timely manner. She also continued to help resolve my problem even when it became clear that it was not an issue with the BPL site. Thanks, Addie. Great customer service!

John Castro-Rappl
( Jabber )
Fantastic Service on 02/22/2011 15:06:38 MST Report Post Print

Rating: 5 / 5

I ordered a backpack, then upon its arrival realized I had made a critical error; my gear was light enough, but too bulky for the bag. I sent the pack back to BPl, then sent them a message a few days later. Sam immediately replied to my message and processed my return within the same day-fast!

Thanks for another great experience, my membership is constantly justified by these types of interactions.

Jason Delso
( zencarver )

Excellent Customer Service from Sam on 03/12/2011 11:04:02 MST Report Post Print

Rating: 5 / 5

I recently had to refuse an order from BPL that was damaged in shipping (resulting in fabric cleaner soaking everything else in the box). I immediately opened a support ticket online to see what I needed to do to get the order re-shipped. Sam responded quickly and kept me informed each step of the way.

When my order was re-shipped, one (small) item was out of stock. Sam was up front about it and promptly refunded the difference. Then I got another communication from Sam about the extra packing measures to ensure I wouldn't have the same problem. And it was sent via another carrier, overnight. All this for a piddly ~$35 order of odds and ends.

With this and other orders, Sam has provided customer service greatly exceeding expectations, and I can't recommend the BPL gear shop highly enough.

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