Disappointed in Kuiu

[Backcountry Hunter]

Last weekend they had a big sale on so I decided to make a purchase of jacket and pants. I ordered the Guide jacket and the Chinook pants. It all arrived in 5 business days which was the nice part. The problem is originally I thought they sent me the alpine pants not the Chinook pants. So I called today and the lady on the phone proceeded to tell me the pants I got are the new chinooks. They look identical to the Alpine pant but with the micro fleece inside. This kind of chaps my ass since the display on the website shows waterproof zippers and hidden knee pads on the Chinooks. And of course if I want to return I would be paying shipping. Pretty sure this will be the last time I deal with them

[BiG Boar]

Did you get stung with the 30% duty tax?
Most of my orders do from them, and that sucks.

THere is talk of a distributor coming to Canada this year in AB, so maybe you can return them there.

[AgSilver]

Uh...they did what? I have the same pants coming (don't have them yet - I think they get delivered tomorrow). I want exactly that. I don't want knee pads that are visible and the zippers to not be the waterproof ones.

Will let you know what I get.

[AgSilver]

Did you get stung with the 30% duty tax?
Most of my orders do from them, and that sucks.


My first order had that. I paid $500 in duty and taxes. That one hurt...a lot.

[Backcountry Hunter]

My first order had that. I paid $500 in duty and taxes. That one hurt...a lot.

I paid $70 when it all arrived

[AgSilver]

My last two orders I sent to Blaine. I'll be going to pick it up this week. Gets delivered tomorrow.

When I ordered my pack, I had to past tax, but no duty, so that was alright. And I think the officer only sent me in because I switched out of the Nexus line into the regular line because there was no line up. That hurt a bit.

[mddat]

Are you saying the knee pads are just a solid colour now like the alpine pants?

[finaddict]

My first order had that. I paid $500 in duty and taxes. That one hurt...a lot.$500 in duty and taxes? Or $500 in "brokerage" fees?

[Xenomorph]

$500 in duty and taxes? Or $500 in "brokerage" fees?

Brokerage fees from UPS are kind of illegal, you can get those reimbursed. If you didn't agree on, you can clear the customs yourself, pay the duty and done. They tried to rip me off on a new Hoyt Element and I just called them and got my money back. The girl was not happy with me, if you can't find it, I think I have the links to the "to do" list when to call them.

Let me know if they were brokerage fees and I'll help with whatever I can.

[AgSilver]

Alas, they were full on duty and taxes. Canada Post...not UPS. I bought a bunch of stuff and the order was $1100 USD (this was in their Black Friday sale last year...so the dollar was at a brutal low). With conversion, it was $1520 CAD on my M/C and then I think the duties/taxes were $575 if I remember correctly.

Basically ended up paying full retail for everything when you factor in conversion and duties. So much for the sale.

[Xenomorph]

Alas, they were full on duty and taxes. Canada Post...not UPS. I bought a bunch of stuff and the order was $1100 USD (this was in their Black Friday sale last year...so the dollar was at a brutal low). With conversion, it was $1520 CAD on my M/C and then I think the duties/taxes were $575 if I remember correctly.

Basically ended up paying full retail for everything when you factor in conversion and duties. So much for the sale.


Ouch! Almost worth spending a couple days at the casino, free meals ...drinks and probably come back with some cash on top too.

[AgSilver]

Yeah, I'd made the mistake of just assuming it was made in the US so had it shipped here instead of Blaine. My own stupid mistake.

[bighornbob]

Alas, they were full on duty and taxes. Canada Post...not UPS. I bought a bunch of stuff and the order was $1100 USD (this was in their Black Friday sale last year...so the dollar was at a brutal low). With conversion, it was $1520 CAD on my M/C and then I think the duties/taxes were $575 if I remember correctly.

Basically ended up paying full retail for everything when you factor in conversion and duties. So much for the sale.

At least you know the clothing will guarantee a ram in your near future:D

BHB

[Backcountry Hunter]

Uh...they did what? I have the same pants coming (don't have them yet - I think they get delivered tomorrow). I want exactly that. I don't want knee pads that are visible and the zippers to not be the waterproof ones.

Will let you know what I get.

Do please! I'm very interested if I'm the only one. The ladies on the phone pretty much knew what I was calling about once they saw my order so I'm assuming I'm not the only one

[AgSilver]

At least you know the clothing will guarantee a ram in your near future:D

BHB

That is how it works, isn't it? I look like a poser and buy a Dodge Ram...probably easier than a real one!

[Backcountry Hunter]

Are you saying the knee pads are just a solid colour now like the alpine pants?

That is correct. And no waterproof zippers

[AgSilver]

I took a screenshot of what it shows on the website to strengthen my case with them. "This is what you told me that you're sending - this is what you actually sent."

[Rackmastr]

I took a screenshot of what it shows on the website to strengthen my case with them. "This is what you told me that you're sending - this is what you actually sent."

Don't expect much from KUIU in the way of 'service'. They aren't known for it.

[Backcountry Hunter]

I took a screenshot of what it shows on the website to strengthen my case with them. "This is what you told me that you're sending - this is what you actually sent."

I said to the girl it's kind of false advertisement isn't it?? And she didn't really seem to care. Says they are trying to update the website. Ya right!! Doesn't take long to change the picture on a website. Asked if I wanted to return them but that will just cost more in shipping and duty

[RackStar]

I tried exchanging something for a larger size, they told me that I would get charged duty again. They couldn't just send it as a exchange. The lady was quite rude. I doubt I'd buy again from them. And if I did. Just the rain gear nothing else is worth the money if you ask me. But the rain gear is awesome.

[bcsteve]

I tried exchanging something for a larger size, they told me that I would get charged duty again. They couldn't just send it as a exchange. The lady was quite rude. I doubt I'd buy again from them. And if I did. Just the rain gear nothing else is worth the money if you ask me. But the rain gear is awesome.
She doesn't get to decide if you'll pay duty.

[warbird2006]

Yeah, I'd made the mistake of just assuming it was made in the US so had it shipped here instead of Blaine. My own stupid mistake.


Where is this "cheap stuff" made?

[RiverOtter]

A candle lit cave in China....

[AgSilver]

She doesn't get to decide if you'll pay duty.

RMA'd items (warranty repairs, exchanges, etc) aren't subject to duty.

[Weatherby Fan]

You guys need to get yourselves a bin at Package Express in Sumas or one of the dozen parcel pick up places and just claim what you have when you pick it up, 9 times out of 10 they wave you through, pretty simple really.
just have your paper receipts or have it on your phone as there ok with that now.

[yama49]

Did you get stung with the 30% duty tax?
Most of my orders do from them, and that sucks.

THere is talk of a distributor coming to Canada this year in AB, so maybe you can return them there.

Cancelled those plans

[Pinewood]

Duty will be reimbursed on returned items. So, no need to feel like you will have to pay duty twice for the same product. As far as the product not matching the one they advertised and sold you, that is definitely a return it on their dime kind of deal. I would just email them and phone them and demand that they do what is required of a reputable business. A few phone calls and I'm sure they'll give in. As far as their customer service, I've never had a bad experience. Also, as far as duty goes, expect you will be charged, consider it lucky if you don't.

[RackStar]

RMA'd items (warranty repairs, exchanges, etc) aren't subject to duty.
this was 2 years ago, she wanted me to send them back, her refund me, and then me buy the pants again in another size. It's the only way they could do it she claimed.

[AgSilver]

You guys need to get yourselves a bin at Package Express in Sumas or one of the dozen parcel pick up places and just claim what you have when you pick it up, 9 times out of 10 they wave you through, pretty simple really.
just have your paper receipts or have it on your phone as there ok with that now.

Yeah, I have a Parcel 24/7 account (I *love* being able to cross at 10pm or whatever with no line)...I just thought, without thinking, that it was US made. Stupid.

[shaydog65]

Returning to Kuiu is not fun for Canadians. I consider it to be the cost of doing business within their "no distribuitor" model. Another option is to sell them on hunt bc. There is such a large demand for Kuiu stuff. I don't think it's unfair to list them at actual cost to you on here.

I find it completely ridiculous that their image be incorrect to that extent though. Tell them to honor their sales price on a different pair of pants, and they will probably be sympathetic. I've found them to be very reasonable on the phone.

[SR80]

back in the day when i was a kuiu leg humper (i still have some kuiu stuff now :-P ) I had to return some stuff, warrantable things and exchanges. And I never had to pay duty or taxes on the stuff when they shipped it back to me. Couple months ago i ordered some stuff and then called a day later to see if I could as something to the order, and some crotchety old bag answered, she didnt give two sh*ts about anything. I wonder if thats the lady that the OP got on the phone. Back in the day they always provided good customer service, i was kind of surprised by this woman and the way she was talking to me.

[Backcountry Hunter]

back in the day when i was a kuiu leg humper (i still have some kuiu stuff now :-P ) I had to return some stuff, warrantable things and exchanges. And I never had to pay duty or taxes on the stuff when they shipped it back to me. Couple months ago i ordered some stuff and then called a day later to see if I could as something to the order, and some crotchety old bag answered, she didnt give two sh*ts about anything. I wonder if thats the lady that the OP got on the phone. Back in the day they always provided good customer service, i was kind of surprised by this woman and the way she was talking to me.

It could have been her. I did get a phone call back from a very nice lady who apologized and offered to pay shipping for me to return and get different pants. I declined. It's more just a piss off about the false advertisement rather then the pants not really being what I wanted.

[oolichan]

If I was in this situation I would tell them I am going to call my credit card issuer and charge back the purchase unless they pay return shipping. It's cheaper for them to pay to return ship the item then fight (and lose) a charge back. And if they shipped a different item then pictured, they will lose the charge back.

[Xenomorph]

If I was in this situation I would tell them I am going to call my credit card issuer and charge back the purchase unless they pay return shipping. It's cheaper for them to pay to return ship the item then fight (and lose) a charge back. And if they shipped a different item then pictured, they will lose the charge back.

Does the chargeback work for a delivered product? I think at that point it's a customer service issue.

Only time I got into a situation like this was with an SKB double bow case, where I had to do the PayPal complaint process. Took a while but I got all my money back.

[SR80]

And...sometimes if you make a rant on popular hunting forum they make it right, seen that a few times on rokslide. But, it sounds like they were willing to make it right once the second lady called you though, but you declined.

Dallas, any word on when we will be able to purchase kuiu in Canada?

[shaydog65]

Nice to have you onboard HBC Ovis. Like SR80, I'm also looking forward to getting rid of that nasty border surcharge from Canada Customs.

I was going to log on today and mention that in my latest order, Kuiu threw in a free hat and a bunch of extra buckles and straps that I had requested to so I could convert my ICON 1850 suspension to the Ultra 6000 bag. I always find that internet forums are a great place to vent problems with products and with sellers, but it's often overlooked when those sellers do something good.

[Lastcar]

i was kind of surprised by this woman and the way she was talking to me.

It is always shocking when a complete stranger starts talking dirty to you.

[PressurePoint]

Hello Backcountry Hunter,

My name is Dallas Cota, I am the Canadian rep for KUIU. KUIU is committed to providing the highest level of service to our customers.




Thats news to me... I was a die hard KUIU fan and still am.... I ordered a pair of KUIU attack pants in major brown. I received them in the mail paid an arm and a leg for the duty and opened the packaged.... I got them out and there was pilling of the fabric and a run in them. I take pictures and call KUIU and email them.... We must have got the same lady because I explain that my attack pants had pilling and a run in them and she cut me off and said that the attack pant fabric isn't as strong and they got that way hunting.... But yet I hadn't even worn them once. She just assumed that I had and wouldn't let me finish. So I continued to explain the situation and it fell on deaf ears...

her answer was to send an email off and I have yet to hear anything back... It's been 3 months now....

[digger dogger]

Hello Backcountry Hunter,

My name is Dallas Cota, I am the Canadian rep for KUIU. I've been made aware of your situation and would like to make it right. I'll start off by bringing you up to speed on what happened.

The original image of the Chinook pant you saw on our website showed a PU coated zipper. There was an inline update to the Chinook pant that included a Kevlar knee pad with stitched edges and non-PU coated zippers. The Kevlar knees are considerably more durable and lighter in weight. The non-coated zippers are also lighter and less prone to gumming up with debris,sweat and blood. The main reason for the zipper change on the Chinook pant is because it is a soft shell pant with DWR, it is not a waterproof pant. Using a waterproof zipper would be pointless for many reasons, weight,tough to operate and the pant is not water proof. Ultimately the change made this pant a better product for our customers.

We do our very best to monitor stock and keep the website updated to make sure you are getting the product you see on our website. In this case, you received the updated version of the Chinook pant. KUIU is committed to providing the highest level of service to our customers. Please send me an email with all your contact information and I will get the pant refunded or exchanged at no cost to you. To anyone one else out there that has any issues or just wants to chat about gear, please feel free to email me as well.



dallasc@kuiu.com











Good on ya Dallas, for making it right:-)

[Trekker]

Sucks to hear all these bad customer service stories from kuiu, in the past I've only had good experiences.

I ordered the kenai gloves a while back and one of the gloves had a stitching problem making the glove feel tight on the finger. I called kuiu about it, I told them I had a hunt in a few days and wanted to use the gloves. They overnight fedex'd me a new pair and when I sent the bad ones back to them I emailed the receipt for shipping and they covered that as well.

[Whonnock Boy]

Why doesn't Kuiu just use USPS, or at least give other shipping options to customers. Seems it would save a lot of hassles, and gain a lot of customers.


Again guys,

Please send me an email if you've have any unresolved issues or a current issue you need help with. I will personally look into it and get it resolved.

dallasc@kuiu.com

Best,

Dallas Cota

[AgSilver]

Why doesn't Kuiu just use USPS, or at least give other shipping options to customers. Seems it would save a lot of hassles, and gain a lot of customers.

They do use USPS - that's how I got slammed with Canadian duty. It wasn't UPS - it was CBSA charging it on it's way through and Canada Post collecting at delivery.

[Ry151]

All these issues are exactly why i wont buy kuiu gear

[300rum700]

Why doesn't Kuiu just use USPS, or at least give other shipping options to customers. Seems it would save a lot of hassles, and gain a lot of customers.

They do.... It's our government screwing us not Kuiu.

[bcsteve]

They do.... It's our government screwing us not Kuiu.

^^. I've always used USPS ordering from them. NEVER use UPS!!!!

[Camp Cook]

I've bought KUIU gear and like it a lot but the exchange rate and having to ship back if an issue is more than I want to deal with.

I buy Taiga that is made in Vancouver now if I have an issue I can either drive it to the store or ship it.

[oolichan]

Does the chargeback work for a delivered product? I think at that point it's a customer service issue.

Only time I got into a situation like this was with an SKB double bow case, where I had to do the PayPal complaint process. Took a while but I got all my money back.

Sure does. If they deliver the wrong product but refuse the return contact your issuer and they will advise you on next steps. Usually that means proof of return. At that point they contact the merchant and they have 30 days to make you whole, if you don't they take the merchants funds, refund you, and penalize the merchant for losing the chargeback.

[NickR182]

To the guys that have bought and got slammed with duty, does the purchase end up being much cheaper than picking up Sitka or First Lite locally? I like the Kuiu stuff but as a first time purchaser i don't really want to deal with the duty and then possibility of returns if it doesn't fit right. Have been keeping an eye on the classifieds here but not seen anything I'm interested in so far.

[digger dogger]

To the guys that have bought and got slammed with duty, does the purchase end up being much cheaper than picking up Sitka or First Lite locally? I like the Kuiu stuff but as a first time purchaser i don't really want to deal with the duty and then possibility of returns if it doesn't fit right. Have been keeping an eye on the classifieds here but not seen anything I'm interested in so far.

I paid 550+tax, for my sitka downpour, pant/jacket.
When i noticed it was leaking, after 3 years, i took it into chwk dart & tackle, where i bought it.
The owner took a look and said this is a warrantee issue.
He ordered replacement gear, cut up my raingear, and 2-3 weeks later, i recieved new gear, zero dollars outta my pocket.
I doubt kuiu is any cheaper than, the other two.
Being able to return used flawed gear like waterproof, hunting jacket/pants, is priceless!

[SR80]

To the guys that have bought and got slammed with duty, does the purchase end up being much cheaper than picking up Sitka or First Lite locally? I like the Kuiu stuff but as a first time purchaser i don't really want to deal with the duty and then possibility of returns if it doesn't fit right. Have been keeping an eye on the classifieds here but not seen anything I'm interested in so far.
you can find better deals on first lite and sitka stuff from usa websites and still come out cheaper than some of the prices stores are charging around here. And if you're only ordering one or two pieces youll most likely not get hit with duty etc. Kuiu seems to get hit everytime, its weird.

[swampthing]

The price seems to work out to about full price Sitka gear. But, Sitka gear is on sale regularly. I have a good assortment of Sitka gear that was bought 30-50% off shelf pricing. I find the quality of the two brands to be the same.

[charlie_horse]

I bought the gran dru boots when they first came out and only kuiu could sell them. At the time I had made a pretty big order including the chugach rain gear, bino harness and gators. They sent me wrong size boots which I had to cover cost to ship back and in order to get the right size boots I was told I had to go to the back of the waiting list after already wait two months longer than I was told. There was a hiccup with the church which went back as well on my dime. I kept the harness and gators because they came separately and didn't feel like dealing with them again.

I decided their gear isn't superior enough in any regard to buy their stuff off online sizing charts and dealing with duties, service. I'd consider again if they had a Canadian depot though.