Outdoor Research Arvostelua 

Customer service is non existent. I bought a pair of medium size mens gloves for $50. They were unbelievably small. Comedically small.. my wife couldn't even get them on her hands and she is tiny. So I return them and pay for the shipping. OR issues a refund of $33.. Seriously, stay away from this company. Absolute crooks.

Was doing some Black Friday/Cyber Monday shopping, and I came across their site where they had some merino wool base layers for 60% off, so I grabbed a couple pairs for myself and my girlfriend, and some other stuff. I checked out and got a confirmation email, on Friday, I went to go pay my credit card bill and saw that the purchase went through, I wait a couple more days and noticed that I still haven’t gotten an email with shipment confirmation, only to find out the order was actually cancelled the very next day after I had placed the order, no email or phone call to let me know. Like if I knew I could have reordered those items when they still had the sale, but now it’s too late.

I like the products. The wokeness is putrid. The models do not represent America in proportion. Fortunately there are other outdoor companies to fill the needs.

Very poor quality. Untrustworthy company. Would not recommend buying anything from them.

I'm packing for my latest trip to Seattle, on Wednesday and briefly considering throwing your flawed item in with my luggage to see if I could at least return it. After phone calls and emails, this is where I am regarding your company and its products. I did like your products but this is unacceptable and so when I'm in Seattle this week, I will explain my unhappiness with you to anyone I come in contact with. It did not have to be this way. Here's our last email exchange: Jack Waugh (Outdoor Research)
Shameful considering you advertise your guarantee policy. Just shameful.
CW
Apr 3, 2023, 15:18 PDT

Hello,

Thank you for reaching out. Unfortunately, we do not currently offer a repair service. All of our warranty information and instructions can be found here: .../warranty-submit

Best,

Jack
Charles Walsh

Apr 3, 2023, 15:16 PDT

Dear Outdoor Research, In October, 2020, at the height of the Covid pandemic, I purchased your men's Ferrosi Jacket (XL, burnt orange) from REI. I specifically wanted it because I thought it would be the perfect light rain jacket for our visits to Seattle (we have two children living there). I wore it once because the zipper didn't work. I left it with my daughter for future visits but only wore it one more time and the same problem arose. When I was in Seattle last month, I threw it in my suitcase to see if my wife could fix it here in Pennsylvania when I got back. She's very capable at this sort of thing but struck out. Is there anything I can do? Can I send it back to you and have the zipper replaced or the item replaced? I'm happy to send a photo if you'd like as well as the original receipt. As we are moving to Seattle in the next couple of years, I'd like to get more Outdoor Research items but this has made me cautious, I must say. Appreciate your attention. Sincerely, C Walsh Haverford, Pennsylvania

Terrible phone customer service. It had been 4 business days without items I that I ordered having still not been shipped (website said 1-2). So that's why I called in the first place. Was on hold for about 5-8 minutes before speaking to someone. The representative seemed disinterested immediately. Said that sometimes takes longer than what is stated on the website (then update it, right?) I needed the items for a trip that I was going on. So I asked if I could ancel the order?..."No" Asked if I could pay extra to overnight it?.. "No"
So then there is nothing you an suggest or do?..
'No"
Thanks(for nothing)?...
I would have asked for a return label before hanging up if I knew she could help me with it.
She also could have mentioned that it is faster, simpler and often cheaper to order OR gear on Amazon!
Well, of course it is!

Great products but customer service is appalling. I bought something online during a sale and it was returned as ‘undeliverable’. The address I provided was correct and 5 emails later the response is always the same. Basically too bad. We don’t re-send returns even though I was able to prove that the delivery was sent to the wrong place. No apology or regret … just too bad. ‘A refund will be issued’. Not good enough!! I will never buy from this company again.

Great products, horrible telephone customer service plus the waits are way to long to speak with a condescending, put out customer service rep. They talk to you as if you are inconveniencing them. I buy most of their items from Back Country

Sent back two items I purchased. Took three weeks from the time they received the items until they processed the returns. The two interactions with customer service via email were worthless. It’s as if they don’t read your concern and just send out the best boilerplate response.

They refuse to change order just placed I won’t purchase from them again

Like many have noted on this site, this company used to be much better. After being a pro member and enjoying their discounted prices, the shipping became terrible. Choosing the cheapest shipping option is like asking them to put the package on a junk steamer on the west coast, sail it through the Panama canal, place it on a rickshaw in New Orleans, and eventually get it to me weeks later at best. I've resorted to buying their products on clearance item websites that support much better shipping.

I have an OR Bivy Bag with their "Infinite Warranty". It's disintegrating. White plastic flaking off everywhere. I brought it to the attention of OR in the US. No response.
I contacted the Australian distributor, Intertrek, about a replacement and they don't seem to want to communicate either. Their infinite warranty seems as rubbish as their product.

They charge shipping to purchase and return on an item that should have fit but was to small. Not my fault they are smaller than they should be. 45 minute wait on the phone $13.90 shipping. I have bought thing from then before but I'm finished. you can buy the same items at plenty of other places.

Worst company i have ever bough cloths from.

I have owned pants and shirts from patagonia and arcteryx and they have lasted me years!

2 months ago i got some pants and shirts from OR
and they have completely degraded and all the threads are coming out and fabric is cut up and must be thrown away after 2 friggin months lol

they wont return my products either they say because i used them too hard hahhah.

Ridiculous watch out!

Outdoor Research used to be a trusted and quality brand. I like their products, but not so much that I’m willing to put up with the bad customer service. Orders take forever to ship, and I live 45 min from where they ship. I even paid for 2 day express shipping, DO NOT DO THAT. No matter how fast you want it, you will not get it when you are expecting your order. You would think that they would prioritize express shipping orders but nope. I reached out and asked why my order is still processing after 5 days. All I was met with was “order volumes are higher than usual, you can check the tracking number on the website”. Thanks OR for blowing off customers that have given you lots of their hard earned money!

I really like their products. The pants are the most comfortable I’ve ever owned

Ordered direct from them and 10 days later the order status is still "processing". When I called a few days ago I was told, "They are getting ready to print the shipping label." Obviously this was not the case and when I tried to call again, I was on hold for 20 minutes and never got anyone. They used to be known for great products and great customer service - but they are a $#!t show! If a product has not shipped after 10 days, then the customer should be notified.

I have owned a pair of OR Alti Mitts with the "Infinite Guarantee" for a couple of years. In December both mitts developed excessive wear where the thumb meets the rest of the glove, opening holes that made them permeable. I filed a warrantee claim over 5 weeks ago and continue to be given the runaround, being told that they are at least 4 weeks out on getting to claims. DONT BUY THIS PRODUCT!!!!! The "Infinite Guarantee" is a SHAM! Don't say you are going to guarantee a product and then fail to do so. That's just bad and shady business practices.

Nothing to say about the design, products look very good
But products is made very cheap. We can expect more than that for product at that price.

Also product warranty is a real scam. You must pay to return the product and you only get a credit to buy something on the web site. Replace a cheap product by another cheap product, not a big deal.

I have an outdoor research foray rain jacket that isn't rain proof. It leaks through the back. I walk dogs for an hour in rain and my back gets wet. I have an Eddie Bauer jacket that does not leak under similar conditions.