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).