sierramadreresearch.com Arvostelua 76

Terrible customer service so far..... I purchased one of the emergency sleeping bags. It is heavier and packs bigger than the one I have. I'm trying to do a return through them. They asked me to send pictures and Etc. Since then every time I have tried to contact them I have gotten no response from them. Also since I have to pay for shipping I wanted to know what part of the world I would be sending the product back to. If it's going to cost me as much in shipping as I paid for the product I'm not going to jump through all these hoops to get approved....... so far I've asked them four or five times and I have yet to hear any response. It's a scam company. I would not suggest buying anything through this company.

I received a Ninox Flat-lay hammock as a gift; it was easy to use and quite comfortable, BUT after less than 2 years of light use, it ripped out completely while I was in it (fortunately, not far off the ground). I weight about 200 pounds. I've tried to contact them twice via their website and got notification that 'ticket was created', but no follow-up response after two weeks.

Tried ordering sleeping bags and tents. Plus straws to drink water. Tried to call, calls went straight to voicemail. Tried email, got no response. I should have read these reviews before ordering. Can’t trust anything online anymore

Bad service, cold food. Horrible experience and I won't be back

They take your money. Return your items. Send your email saying you're going to receive your items. Keep your money and keep your items. I would never buy anything from this place it's a total rip off and a total scam. My bank is fighting them right now for ripping me off

Order never shipped nor arrived! Have waited over 2 weeks. (stated will send updates-that never happened either) Sent 2 customer service emails- no response. Hopefully this will be resolved.
UPDATE: from 1 ⭐ to 3 ⭐⭐⭐. Finally received the emergency sleeping bags a month later, with finally an email reply from customer service, with finally a tracking number, all around the same time. Not sure about the quality of the items. Will update again later regarding the heat effectiveness...

Love the puffles (hence any stars) but the customer service and fulfillment process leave A LOT to be desired. Ordered 2 down puffles in August that never came, finally got a notice that they had been sent back to shipper and that the order had been cancelled. Turns out they never shipped because one color was out. Did they reach out....no. So ended up sending me 2 of same color fine and a $40 gift certificate for the inconvenience. Used it to buy a pillow with cover....they sent the bladder along with a puffle that I didn't order! Tried doing chat, kept getting dropped. Sent email, when finally responded to, they said they sent what I ordered. I wrote back and they said send a photo. So I did, and then heard nothing for days. Finally got a call from a customer service rep, who finally agreed to let me donate the puffle to a local shelter and said would expedite the cover for the pillow. That was over a week ago....and it's still out for delivery. Takes 2+ days for responses from customer service which are usually incomplete. Their supply chain is messed up, as they are always out of stock of colors...even though they are advertising like crazy on social media. I encourage them to fix their customer service and fulfillment issues if they want to stay in business.

Bought two Hot pockets for me and wife for Christmas. Unlike their video states, these shut off whenever they feel like it. A month in and one of the power packs won't charge. First two attempts to contact SM through their website, crickets. Now that power pack has failed, crickets. When they work, I like em, kind of a gadget, but on your chest, under a blanket, nice heat. But......... yeah.

Purchased Ember jacket without power pack [unable to purchase - live in Australia]
Have sent 3 emails with photo of what I hope is the correct power pack and asking advice as to any other options.
Still no replly.
When power pack is attached and turned on light blinks-is this ok?
May be customer care should be customer don’t care.
Disappointed

Ember Heated Wearable
Sierra Madre Research
D 25 Jan 2022
D.G. Las Vegas, USeditEditdeleteDelete
Jacket is okay..... Not Great but customer Service is TERRIBLE!
I purchased a jacket during the kickstarter campaign. It arrived way late during the summer which was fine. Si I did not even open it until Winter. When I did I found out the jacket was way to big. I emailed customer service and they said they would exchange it. So I purchased a new jacket for $299 knowing they would credit me. I got the jacket sent other one back and they credited me back $185. I contacted them and showed them the email saying they would exchange it but they didn't care and tried to credit me the kickstarter price.

So here is my sad story. Back In May (May 9) I bought a Nubé MK IV Pre-Order (May Delivery 8-16days) × 1 and a EZSling. Happy me summer was comming to Denmark. I received my order on June 6th. And I was happy, right up until I found two flaws in the fabric on Pares Hammock. I then emailed someone from customer service who did not think the error could be Sierra Madres even though I attached photos. However, I was offered to return it and have it repaired. Hmm repaired a new product! I then try to return my Pares with DHL but it is not possible from Denmark nor with UPS or FedEx. Only with PostNord will it be possible for a private person to ship to the USA. But the price is almost as expensive as buying a new Pares. And with the chance to get it back with a patch and have to pay Customs and VAT once more, I have chosen to buy a new Pares Hammock.
“Thank you for your purchase!” on 22 June. But I have not received my new Pares Hammock yet August 5th. Has again been in contact with customer service but has not yet received a new "Track and Trace" number. And now they are completely stop responding to mail.
Summer is almost over in Denmark, and I still have not tried my Pares and Nubé MK IV. So think before you buy from Sierra Madre, especially if you come from the EU

I purchased the Ninox Hammock double layer -winter top-Ninox Fly with poles-Gear stash-puffle quilts-all of which are Great products and I finally had my gear in the North Maine Woods . This in my opinion top shelf gear . My Hammock arrived quickly . The rain fly was several months . In the end this was just an annoyance as everything was here for my camping trip . My suggestion is buy instock items as your wait could be a while .There is always going to be risks when waiting for shipments from overseas . Again they produce a great flat lay style of hammock with the Ninox Flat Lay. Brian

I backed the Hot Pocket as a present for my wife (who sleeps incredibly cold!) almost two years ago. I think it's got the potential to be a great product and have been really excited to receive it. I can definitely understand there have been delays with the product (we have all been living through difficult times!), but it does not feel like this company is properly customer-focused. After all the delays we have experienced, I was told at the start of October 2020 that my order should be shipped by the "end of the week". We are now at the end of March 2021 - six months later - my product has still not been shipped. I have had various emails explaining that it will be shipped "soon" but no clear reasoning for why everyone else seems to have received theirs except me. "Soon" seems to be going on ad infinitum, I am still to receive a fixed date.

I suggested that my Ember product be shipped together with my Hot Pocket, both to save shipping costs and as a gesture of good will to reflect the poor experience I've had but was told that this wouldn't be possible, no reason given. It all feels a little 'computer says no'.

I really want to like this company, I love the look of their gear, but from my experience to date they don't seem to be customer-focused and I therefore can't recommend.

I backed the Hot Pocket kickstarter program for Sierra Madre Research. They delivered nearly a year late, certainly in some part due to Covid. The product was engineered to fail. Image taking a battery powered heating pad camping. It runs out of power 3 hours before you wake up. Yes, you can turn it on/off all night long to save battery power, but is that something you'd want to do. Or you could by the larger battery, but that weighs over a pound. Backpackers like to travel light. Then the next day you go to charge it with the solar panels they sell ($$$) and that night you only get two hours of heat. The Hot Pocket is ridiculously over priced, $400 plus will keep you warm for one night. Maybe half way through your second night. At each step through this kickstarter process the Sierra Madre owners have exaggerated, overstated, and outright lied about what a Hot Pocket can do for you. If you really want to be warmed up in your sleeping bag try a heated vest and a lithium ion battery pack, at a fraction of the cost. Hot Pocket is a total rip-off.