Giving up on Kifaru customer service…

urban zippyI usually buy inexpensive stuff, but in June I sold some crap I wasn’t using and had enough money to buy a pack I’ve wanted for awhile – Kifaru’s Urban Zippy. I placed my order and waited. It was better than expected. I have a some low end and medium range packs, but this was my first high end (high dollar) pack. I was happy. The quality and styling was better than my other packs by a long shot. Looking closer though, I saw a problem… the side zippers were missing the pulls. OK, no big deal, right? It’s just paracord, and any self respecting backwoodsman should have plenty of cordage on hand. I know I do. But then I got to thinking that a $300 pack ought to have matching pulls. So I sent an email to Kifaru customer service…

Dear Kifaru Customer Service…

Hello,

About a month ago I ordered an Urban Zippy in Ranger Green (order #nnnnn). I really like the pack, but the 4 zippers on the side panels are missing the paracord pulls. I have some paracord, but it would be nice if all the zipper pulls matched. I don’t want to return the bag to have the pulls installed, so I was wondering if you could send me enough matching paracord to put the 4 zipper pulls on the side panel zippers.

Thanks, …

The next day I got a reply apologizing for the missing zipper pulls and a request for my address. I replied and waited – for over a month. I know their shipping times so I thought I’d give them some time. After about 2 months from first contact I started to think maybe they forgot. I sent another polite email explaining the situation. Their response was they’d already sent them, didn’t know what had happened, but would send out more. That was over a week ago. I’m starting to think I’m not going to get them. I guess I’ll give them a couple more days and try one more time. I love the pack, but disappointed with their (so far) lack of customer service…

Would I buy another Kifaru?

Yes, absolutely. As I said, the quality of the bag is great, and I’m not going to not buy good quality stuff over something as stupid as a missing zipper pull. However, I am disappointed in their lack of customer service. I mean we’re talking about a $300 bag. How hard would it be to send me 4 short pieces of paracord that matched the other zipper pulls? Or at least tell me what brand and color they use so I could just buy some and take care of it myself?

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