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Pro Lite Gear customer service

in 1 - COMPANIES (Customer Service)

Average Rating
4.79 / 5 (29 reviews)

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edgar desert rat
( krudmeister )
Pro Lite Gear customer service on 02/16/2007 11:36:18 MST Report Post Print

Rating: 5 / 5

Awesome customer service. I am becoming extremely leary of businesses that don't have a way to contact them by phone. Why hide? I called in a order for a cookpot and it was processed that day and arrived the following day for free shipping. The sales rep helped me personally select a cookpot with a great fitting lid. I would highly recommend Pro Lite as a result of one order whith them. Don't have to be a member, can talk to someone if needed, and free shipping!

James Loy
( jimbluz - M )

Pacific NW
Highly recommended. on 03/07/2007 17:25:46 MST Report Post Print

Rating: 5 / 5

I have ordered from this company numerous times and have also visited their store in Bozeman. I have never had a problem and my orders have always been shipped either the day of order, or the next. They carry some brands that are not always available locally, and almost always have items on sale.

paul johnson
( pj )

LazyBoy in my Den - miss the forest
Excellent Cust. Srv. on 03/08/2007 11:48:34 MST Report Post Print

Rating: 5 / 5

I've ordered many times from PLG. Big items. Small items. Several items in one order.

Only ONCE, was there ever a mistake. However, i personally feel that the mistake was beneficial to my understanding of just what an excellent company PLG is.

They bent over backwards to make it right. And this was one of my earlier orders with them and not after i had established a 2+ record with them as a patron of their business. This fact shouts out even louder!

To my way of thinking, this says more about their personal and business ethics, than i ever could know had i never had a problem.

They special order items for me and trust me to purchase them when they come in, instead of charging me ahead of time for a special order and making me wait. This too is to their credit. A customer likes to feel like a merchant has as much trust in them as the customer is supposed to have for the merchant. A two-way street - a rarity in this day and age.

If you want to know more, please search the FORUMS for "Becky", "PLG", and "ProLite Gear". I've posted a number of times on my excellent experiences with them.

John Carter
( jcarter1 )

Pacific Northwest
outstanding customer service on 03/09/2007 20:34:55 MST Report Post Print

Rating: 5 / 5

I wholeheartedly agree with the above posts. The ProLite Gear team was extremely helpful both before my order and after a return.

When I ordered two Integral Designs eVENT Thru Hiker Jackets during a really good sale, I called to see if they had any green left. They did not, but they called Intergral Designs and found out there was a shortage of green eVENT fabric for manufacturing, thus creating a supply shortage. They called to let me know all this, and that they could call me back when they get the next shipment.

I also ordered two Integral Designs eVENT pants (my wife and I just moved to the PNW - can you tell we're a little paranoid about rain? =) ). Anyway, I returned the XL because it was too small, but I felt like the XL was identical in size to my wife's L, and mentioned it in the return order. Well, one of ProLite's guys tried on all the L and XL pants in the store, agreed that they were all the same size, and so re-labeled all the XL as L. They also called ID to inform them of the problem (ID claimed to be having some manufacturing issues with sizing). Again, they called me back to let me know what had happened, and that they had fully refunded the pants (and restoring my self-identity as someone who can still fit size XL pants!).

You just don't get that kind of service at the big box stores!

Andrew King
( drewboy )

Fast fast fast on 04/15/2007 08:18:18 MDT Report Post Print

Rating: 5 / 5

All good experiences so far with Prolite. Last friday afternoon I placed another order to this company. Less than 1 hour later, I got an email notification that my item had shipped. Free shipping too. In my hand the following tuesday. No fuss, no muss, this place just plain works.

Ernie Elkins
( EarthDweller )

North Carolina
Outstanding Service on 06/09/2007 12:55:52 MDT Report Post Print

Rating: 5 / 5

I've placed several orders with these folks over the last few years, and they've always provided outstanding service. They respond very quickly to questions, and their shipping speed is amazing (I received a shipping notice within one hour of placing an order yesterday). I also appreciate their easy, no-hassle return process and free shipping on orders over $50.

kevin davidson
( kdesign )

Mythical State of Jefferson
5 thumbs up--check 'em out on 06/09/2007 13:31:43 MDT Report Post Print

Rating: 5 / 5

Let me also join the throngs. Pro-Lite is one of the good guys. Their policies are clear, their selection of gear good. Pro-Lite CS is intelligent and enthusiastic. Free shipping over $50----what's not to like.

Wish they'd bring back Montane, though.

John Haley
( Quoddy )

New York/Vermont Border
Top Notch on 06/10/2007 05:21:46 MDT Report Post Print

Rating: 5 / 5

I just had yet another quickly filled order from ProLite Gear. Actually this was the first time there was any glitch at all (due to an inventory problem), which was quickly solved by a phone call from their customer service to me. Great line one gear at good prices.

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Adrian B
( adrianb )

Auckland, New Zealand
Excellent online store on 09/18/2007 03:53:00 MDT Report Post Print

Rating: 5 / 5

I've made several international orders to New Zealand, and all have been dispatched extremely quickly & arrived without issue (some credit to USPS here of course!). Quick to respond to stock/product questions, and their site always has accurate in-stock indications for each product. Top notch!

Craig Burton
( MissingUtah )

Smoky Mountains
WOW on 12/17/2007 16:36:31 MST Report Post Print

Rating: 5 / 5

Normally I don't do company reviews, but I have just now been impressed by a record processing time by Pro Lite Gear.

I've been exposed to pick-and-pack warehousing during my career; and I know how quick it CAN be, but I also know how SLOW it can more likely be.

I just placed an order and received my receipt via e-mail immediately afterwards at 6:08PM. I left my e-mail client open and I received another e-mail from Pro Lite Gear at 6:24PM. The e-mail stated that my order had completely shipped, and it even included a tracking number already!

16 minutes to process, pick, pack, and ship? Impressive!

By previous reviews, I am confident that my order will be correct; and I have peace-of-mind that if something goes wrong, they will promptly correct it.

Eric Carlsen
( cooleric1234 )
Great customer service on 12/19/2007 06:51:31 MST Report Post Print

Rating: 5 / 5

I have had two positive experiences with Pro Lite Gear customer service. First, I bought a Big Agnes Zirkel sleeping pad from them, and decided after a while that I wanted to return it. I hadn't used it yet, but I lost the tags. They usually wouldn't accept a return, but when I pointed out they were advertising the new model and sent me the old one (6 ounces heavier) they accepted it without the tags.

I also ordered a titanium spoon and they sent me the wrong one (short instead of long). They immediately sent out the correct one, without waiting for the return of the original spoon.

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Ryan Gardner
( splproductions - M )

Salt Lake City, UT
Efficient and Fast! on 02/14/2008 14:15:31 MST Report Post Print

Rating: 5 / 5

I have now made quite enough orders with ProLite gear to hope that they carry everything I will ever need - I don't want to order from other companies! I have never spoken with them directly or via e-mail, but in this case I consider that to be a good thing. I've never needed to! My orders always ship the same day I place them, and they have almost consistently arrive on my porch in within two days of purchasing! (Montana to Utah isn't that far... but still). With free shipping over $50, you can't go wrong.

I have also purchased and returned many, many items (when trying to find clothes that fit me). I have never had a problem. The website is clear and straightforward and gives you fairly good product specs and info.

I highly recommend!

Edited by splproductions on 02/14/2008 14:17:42 MST.

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David Bengoechea
( daveben )

Calgary, Canada
Fantastic in all regards on 03/21/2008 17:25:37 MDT Report Post Print

Rating: 5 / 5

Have ordered a couple times from ProLite. The first time, they called me within the hour to confirm my shipping and credit card info, as I'm in Canada. After that, the orders have been filled & shipped that day. And they arrive a few days after that - always within a week from the order date. No problems with customs either. Customer service is top-notch, great products & selction, and their sale prices are great. If you are in Canada, feel secure in ordering from them.

Mark Bishop
( mark_b )

Northwest (WA)
Highly Recommend ProLite on 03/29/2008 19:54:05 MDT Report Post Print

Rating: 5 / 5

The very positive comments and recommendations from others here in the BPL forums was how I found out about ProLite and I'm certainly appreciative of that. So now I should add my own feedback by saying ProLite is the type of company I feel really good about giving my business to. Great service, quick shipping and free on orders over $50, an excellant website, and a knowledgeable staff that works hard to provide a good customer experience.

Barnett Childress
( Barnett_Childress )

New England
Great to Deal with on 07/01/2009 12:25:40 MDT Report Post Print

Rating: 5 / 5

Excellent customer service, fast shipping & no hassle return policy!

Joe Clement
( skinewmexico )

Great service on 07/17/2009 00:00:26 MDT Report Post Print

Rating: 5 / 5

Had a problem with an underfilled Ultra 20, never a question about making it right.

Adam Frizzell
( adamf )

Great online store, fast shipping and very helpful on 12/21/2009 10:27:45 MST Report Post Print

Rating: 5 / 5

ProLite is my go to shop for things outside of the cottage manufacturer realm. Most of my gear has been purchased through them and they are always very fast to ship. Free shipping over $50 (this is not the economy shipping which adds another 5 days like some other shops do with their free shipping deal). I typically see my orders in 4-5 days, and I'm in Maryland.
I had an issue with a last minute order I put in recently which I had opted for Next Day Air. I received my "Your order has shipped" email and noticed it was being shipped Ground. I called ProLite and within 2 minutes, they had it sorted out and a new order out to me overnighted. Got my gear the next day and ProLite had the original order shipped back. No fuss! These guys are great to do business with.

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Hal Potts
( halpotts )

Middle Tennessee
They are the best. on 02/28/2010 07:58:57 MST Report Post Print

Rating: 5 / 5

I have ordered several times from them and have been pleased not only with the quality products but also the prices. Once I was looking for a particular pair of pants and I found them cheaper at another place. I called PLG to see if they would match. They did with no question. Later I realized that the other store was in England! I was very impressed and have bought many items there since. You can call them, get a human to answer the phone who has authority to make decisions, get good advice, and they are good for their word.

Gabe P
( Gabe )
Software Glitch on 04/23/2010 06:33:49 MDT Report Post Print

Rating: 5 / 5

Six business days after I placed my order the company contacted me via email, to let me know that they had just then shipped one of the two items I purchased. They didn't have the other item available to send. In other words, it took them six business days after I placed my order for them to ship the item they had in stock and for them to tell me that the other item was back-ordered. I contacted them and was told the situation occurred because of a software glitch. They canceled the order.

Edited by Gabe on 06/16/2010 13:55:10 MDT.

Nick Truax
( nicktruax )

SW Montana
Outstanding! on 07/01/2010 19:16:28 MDT Report Post Print

Rating: 5 / 5

I have been a long-time customer and can say nothing but good things about the customer service at ProLite Gear.

I am posting this in thanks to them and their excellent service.

Acronym Esq
( )

The best order is the boring order on 07/22/2010 17:11:28 MDT Report Post Print

Rating: 5 / 5

Ordered Rab Generator jacket from PLG on the 19th. Got a great price and free shipping. Received correct order on the 22nd (3 days!). The PLG website correctly listed the weight of the jacket according to my scale.

Very pleased to add another 5 to the PLG reviews.

acronym 7/22/2010 6:10 PM

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Alvie Morton
( rootball )

West Port
Prolite Gear Review on 08/10/2010 16:47:14 MDT Report Post Print

Rating: 5 / 5

Its good to deal with a reputable company. Good prices. Quick shipping. I would recommend them.

Jonathan Liew
( jon720 )
Great company on 12/25/2010 01:53:54 MST Report Post Print

Rating: 5 / 5

They have good taste in that what they sell are probably a collection of the best performance gear in current market.

Their sales are good, but their price match policy is priceless.

Customer service are incredibly helpful, communication are clear and precise, returning of emails are swift.

I have once make a big purchase from them to be shipped oversea expecting to get nailed for tax and custom. But to my surprise it turned up at my doorstep flawlessly. ProLite worked some *ahem* magic without asking. Can't speak highly enough of them!

Mark Primack
( Bufa )

Cape Cod and Northern Newfoundland
Quick correction on 05/04/2011 12:51:54 MDT Report Post Print

Rating: 5 / 5

I had already placed a web-site order over the weekend and paid extra for second day shipping when I decided I needed a few more things for an upcoming venture. As the package was being prepared but wasn't out yet, they included the extra items for no extra charge in the two day shipping box. But when it arrived, it one of the items was incorrect, briefs instead of bottoms. I called and within a minute they said that the right item would go out today and that they would email me a slip to return the incorrect items. Excellent service, much appreciated.

Mike H
( mikehaf )
Mixed Feelings on 06/20/2012 22:46:14 MDT Report Post Print

Rating: 3 / 5

This store appears to have great prices and a large stock of high quality light weight gear.

I was looking to buy a jacket and found the salesman helpful and knowledgeable. With the relatively volatile pricing of outdoor gear, I asked whether or not a jacket price could be reduced commensurately with a very similar jacket on sale from another manufacturer (also at prolitegear). While I admit I was haggling somewhat, the salesman got defensive and more or less said he could care less if I bought it, and that it would sell itself. When I mentioned the jacket was cheaper somewhere else in a different color, he said he wouldn't price match it and didn't care to look into it.

In the age of information, I feel that the best traits in an online retailer are either the return flexibility (REI or Backcountry), or the absolute best deals possible. Since I've read that prolitegear often has coupon discounts, I was somewhat discouraged at the salesman's reaction to my question about pricing. In the future, I'd be fine buying something from them, but only when they are the absolute best price. Otherwise, I'll stick with better return policies and better deals.

Edited by mikehaf on 06/20/2012 22:47:28 MDT.

Craig Delger
( cdelger )
Response to Mike H - Mixed Feelings Review on 01/30/2013 12:20:31 MST Report Post Print

Rating: 5 / 5

To: Mike H,

I am the owner of I just now read your review. I take this matter very seriously.

I have spoke with every employee involved. 3 of them sit next to each other and they all recalled your phone call with our store because they discussed it at length after it happened. I don't want this to blow up into a big deal, but those 3 employees all recall things transpiring differently than what you have posted on this forum.

I ask that others reading Mike's review consider that the review from Mike is in stark contrast to the experience that every one else has experienced.

Mike - feel free to contact me if you would like to discuss this over the phone. I look forward to improving your perception of

On a related note, I have started a new thread to discuss what traits BPL members consider important in a online store.

You can find that thread here:

James Walton
( Backcountryasm )

Awesome customer service; even with a bump on 02/08/2013 12:06:03 MST Report Post Print

Rating: 5 / 5

It certainly looks like its been a while since anyone has posted any reviews of this company. I narrowed my search for a new sleeping bag and found Nick to be a knowledgeable person that helped me make a decision. We are all price conscious so I purchase a different bag than what I what I was looking for but based on his help I was extremely satisfied with decision. Emails were immediately sent and I waited for the bag to arrive. After a week and no arrival I called and spoke with Nick again. Let me tell you, I specially like to be able to speak to the same person instead of getting someone in Bangladesh every time I call. After it turns out, the bag ended up being on backorder with their vendor. Although I would classify as an error in Pro lite's behalf, I understand that suppliers can easily throw you a curveball ( I am a builder and deal with supply issues all the time). OK, a mistake has occured, it happens all the time and when it does do we measure the service based on occurrences out of someones hands or de we measure the service based on the persons attentiveness and eagerness to satisfy the problem. Nick hands down totally took care of the problem, acknowledged the issue immediately and we decided to go with my original bag selection. To boot, they sold me the more expensive bag at the discounted price of the first bag. Great way to do business. Received my shipping information within an hour of our completing our conversation. Would absolutely recommend to any one.

Will Newton
( Newts )
They know what the hell they're doing on 08/06/2013 22:21:10 MDT Report Post Print

Rating: 5 / 5

Every time I've ordered from ProLite I am pleasantly surprised by how quickly my order ships, and how transparent the process is. Their sales staff is knowledgeable and courteous, and the one return I've ever had to make went swimmingly.

The icing on the cake is the video series hosted on their site and on their YouTube channel, where Brad Baumann runs over the features of their latest offerings. I find this helpful for two reasons. First, seeing shelters set up and packs filled gives one a much better understanding of their capabilities.

Second, Brad is a sturdily built guy, as am I (and, I suspect, as are many BPL members) and without any offense intended to the Hendriks and OutdoorGearLab guys of the world -- these last are particular offenders in the "I'm gonna ding this jacket a star because it's baggy on my 120-lb frame" department -- it is incredibly refreshing to see UL gear reviews that acknowledge that some of us just volumetrically need bigger shelters and XL clothing and shows how we fit in the available options. Enthusiastically recommend the company and crew.

Tom PIttman
( tpittman )

not able to contact on 12/15/2014 15:05:37 MST Report Post Print

Rating: 1 / 5

A friend bought a Big Agnes Scout Plus UL2 for me as a present. The tent that I was sent has been used, and is damaged. There is a hole in the roof and the stakes have dirt on them. I've attempted to call them to see if sending this damaged tent was a mistake. However their listed number is disconnected. I will update this post if they are able to rectify this issue.

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