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GoLite GoLite customer service

in 1 - COMPANIES (Customer Service)

Average Rating
3.67 / 5 (9 reviews)


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joe tittiger
( tittiger )

Locale:
on the road
GoLite on 05/31/2007 18:06:07 MDT Report Post Print

Rating: 2 / 5

I love the Jam 2 pack but had a LOT of trouble with my order. The first time I placed it the order was lost and had never shipped.

Over a month later I find out that they keep your credit card number onfile (I do not like this one bit) and a duplicate order was shipped out without my placing an order at all!

This could have placed havoc on my finances had I been near my limit.

Once alerted to the problem however they were very accomidating and have attempted tor rectify the problem.

Edited by tittiger on 05/31/2007 18:07:06 MDT.

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JASON CUZZETTO
( cuzzettj )

Locale:
NorCal - South Bay
rude on 06/15/2007 14:48:53 MDT Report Post Print

Rating: 2 / 5

I agree. I sent them a couple of questions and a fix for their Web Site. I never new customer service reps could be so rude in their reply and they didn't even acknowledge they made a mistake and they would rectify it on the web site. Hope they get some new reps.

They even suggested a fix that my 8 year old could come up with. Not very helpful at all.

Jay Wilkerson
( Creachen )

Locale:
East Bay
A+ on 11/28/2008 22:56:20 MST Report Post Print

Rating: 5 / 5

Ray Jardine's book was my gateway to UL hiking and Golite has been [for me] a great company with service and GREAT products. I have purchased 3 packs, 2 tarps , a poncho tarp, Hex Tent, jackets, pants, shorts, t-shirts.ETC, ETC. I have never had problems with Golite they have even sent me free stickers. Products always ship on time-thumbs up!!!Highly Recommended.

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Buck Nelson
( Colter )

Locale:
Alaska
Excellent Customer Service from Golite on 05/05/2009 12:05:42 MDT Report Post Print

Rating: 5 / 5

I liked my Golite Infinity pack but the material was too weak. Golite quickly and cheerfully replaced the pack. Unfortunately I hadn't requested a newer model and after nearly two thousand miles that one, too, was trashed. Once again Golite stepped up and replaced that pack with one of my choice, a Pinnacle. That pack has since served me well as reflected in my review here on BackpackingLight.com.

Thanks for standing behind your products Golite!

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Elliott Wolin
( ewolin )

Locale:
Hampton Roads, Virginia
Quick jacket replacement on 09/03/2009 07:36:41 MDT Report Post Print

Rating: 5 / 5

The seam tape on a Golite waterproof/breathable jacket started lifting off after a few uses. Sent it back and they quickly offered a free replacement. Alternatively, they offered a credit equal to the full price of the jacket towards purchase of ANY Golite product, if I preferred.

Can't ask for better service than that!

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Nicholas Truax
( nicktruax )

Locale:
Montanada
Mediocre at best on 07/01/2010 19:30:59 MDT Report Post Print

Rating: 3 / 5

I've had better..

Long story, but Golite did eventually (kind-of) resolve the issue, after much prodding on my part.

Bobby Lee
( rblee )
awful - do they have actual employees? on 06/15/2011 15:11:34 MDT Report Post Print

Rating: 1 / 5

I can not reach a human being on the phone. How is that possible in the modern day? Oh and they also do not have any inventory management on their website store. I am so confused by this company, whoever is running it is quite clueless.

Rick Burtt
( rburtt )
Excellent customer service on 07/05/2011 10:40:42 MDT Report Post Print

Rating: 5 / 5

Let's not confuse customer service with website/inventory integration. I've spoken with GoLite on a number of occasions, both on the phone and in person and have always found them to be extremely helpful, knowledgeable and candid. I've even emailed Coup and Kim directly and gotten personal replies within 24 hours. One employee at their warehouse sale (whom I won't name) even told me of a preference for Osprey packs over their own based on features, but obviously prefers the weight of GoLite's packs.

In my conversations, they've told me that they're working on better inventory integration with their website, but contrary to what you may think, this isn't that easy. It requires quite a bit of programming of both systems and can be very costly. Our expectations of human-free and error-free interactions have been plaed inreasonably high by sites such as Amazon and Altrec. Both of these companies invested in their systems with the expectations of mass appeal and limited direct interaction. GoLite has not; they are a company focused on creating high quality, durable, lightweight gear and apparel (see other forums to dispute that claim), not on being an e-commerce leader. The true measure of customer service is how few complaints they receive and how well they resolve those they do. Frankly, if you want to know if something is in stock, call GoLite directly during regular business hours (mountain time zone).

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robert v
( mtnbob123 )

Locale:
Upstate South Carolina
Great Customer Service on 08/06/2011 06:05:33 MDT Report Post Print

Rating: 5 / 5

I returned a 12 year old Golite breeze pack and was told that they would replace it with a brand new Peak pack. It is on its way!!!!

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