Brian H.
Awful customer service, glacially slow shipping, but good products
Bottom line up front: CampSaver customer service: zero stars. Pants: four stars. First, the pants are fine. As others have said, they are another high quality Arc'Teryx product. However, they are really suited more for skiing and not for hiking. They are fairly baggy. I'm 5'6 with a slender build. The size Small/Short was too long by at least 3-4 inches for me. They are well constructed and look like they would hold up to some heavy use. Shipping...another story. I'm in the military and had these shipped to an APO address. I used the same address I always do, but somehow these took 8-9 weeks to reach me. The trip I had planned to use them on came and went. CampSaver blames the USPS, and that may be the culprit, but I typically receive USPS packages in 7-20 days, depending on where they originate. The average is probably 14 days. I'd have second thoughts about CampSaver again if this were the only problem, but the real problem surfaced later. Customer Service: The worst I've experienced in many years. Infuriating is a better description. If you want the gory details, feel free to keep reading. If not, suffice it to say that CampSaver has lost a customer. Do they care? Maybe, but it doesn't seem so. I ordered these pants on 2 July. Four weeks after placing my order, I contacted CampSaver to see where the pants were, letting them know that I had ordered them more than four weeks in advance of a trip to Norway and had to leave on the trip without them. CS wrote back but didn't have any idea where the pants were. I also had my local APO (Army Post Office) initiate a tracer. After 7 weeks, CampSaver sent an email, saying "Where it has been this long and they have not had luck finding it we will go ahead and refund the order since we don't have more stock to send a replacement. If they do locate and deliver please let us know." About three weeks later, I received the package (13 September). On 14 September I let CS know that I'd received them and wanted to return them since my reason for ordering them had come and gone, and said my only shipping option at the APO was USPS. They were fine with me shipping the pants back, but insisted I use PayPal to receive their refund. At this point, CS's Customer Service rep became increasingly hostile and accusatorial in his emails, implying that I was somehow trying to keep the pants and not pay for them because I didn't have a PayPal account and wanted them to credit my credit card for the shipping: "If you are keeping the item though we would need to have you pay for it since we have refunded the card. If the item is unpaid for and not returned we will be marking this account as fraud and will not be doing further business. Please let me know what will work best for you to get this issue resolved." This was followed with "It is up to you where we go from here since you have both the product and the money. I am just letting you know what I will be doing if the item is not returned." Since I contacted them immediately after receiving the pants and told them I would like to return them, I don't know where this particular CS Customer Service Rep was getting this. After I wrote that I was going to give them a poor review, I got a half-apology. All of my emails went to a group email address, and any one of the Customer Service supervisors could have intervened...but did not. CampSaver needs to re-evaluate who they hire in their Customer Service department. This is not how you treat a customer when your business is 100% about selling stuff to customers. As any experienced customer service rep knows, most unhappy customers can be placated with a sincere apology. They are not all looking for a discount or some monetary compensation--I certainly was not.