Hector P.
Great quality and built marred by horrible service.
First off, the quality of Boundary Supply is incredible. I have the Errant with (now) both camera inserts, plus their Tote bag, their small EDC and their new Rennen. All exceed expectations for durability, built, quality and feel. However, massive stars taken out for their horrible fulfillment and shipping practices. Customer service is ok. On every single order I've had issues with their shipping getting delayed, cust. service giving me the runaround a few times. None have gotten to me in the time they've specified on their FAQ or email exchanges. And this last time I got my packages on deteriorating, cracking, old plastic. I had to sweep the floor from how bad the crackling on the packaging was literally falling apart. You know how plastic gets yellow and cracks when dried or exposed to the sun? That's how my plastic was. I know that's now how they are supposed to be because my Errant came in pristine Boundary Supply plastic. This time it seems they stopped caring or had it in the warehouse for ever. I wouldn't mind if it hadn't given me a mess to clean up. From such a high quality product, the fulfillment service and packaging this time is a detriment. I'll continue to buy their product because what matters is the product in the long run. However, Boundary Supply has to keep pushing for a better customer experience. This is not my last rodeo on issues with them (friends have had their share of issues too), and I'd expect after a year they'd have gotten better. I encourage anyone to buy the items, just don't do it on a tight deadline (trip or present for instance). And be wary of packaging messes to clean, don't take the item out of the bag right away like I did.
Response from Boundary SupplyDec 16, 2020
Hey Hector, We really do appreciate your feedback, and of course all your support!! Here at Boundary, we are putting all current efforts into fixing packaging, establishing better service and processing times, and a more comprehensive customer experience that will match the rest of the quality you have come to know and love with Boundary. The sleeve the bags currently ship in is made of cassava root, making the bag 100% compostable. That part is great, the bad is how brittle the bags become with the changes in temperature during transit. This is something we did not account for, and are working as quickly as we can to make a change. We will be overhauling all packaging going forward, and this change will be effective early 2021! The cassava bags will be replaced with a nonwoven recycled zipper liner bag that can be reused, and boxes will be replaced with premium welded packaging to reduce waste as these will too be re-usable! In addition to our packaging, we are working very hard to establish secure carriers and are working very close with our warehouse to improve handling and shipping times once orders are placed. We take your feedback very seriously and do really appreciate your review. Really hope you get a chance early next year to make a new order and checkout all the changes. Thank you!