Nikita W Veb

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Poor Customer Service

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Customer service has declined over the last year. Flylow has been our favorite outdoor gear brand for the last 4 years.

My husband and I have bought thousands in merchandise over that time period. During the most recent spring sale, I purchased a couple sets of thermals and some previous summer sale shorts. My package was delivered with one set of thermals and no shorts. I reached out to customer service for a fix, and it took two weeks of constant email inquiries to include reaching out over social media to get a response.

Their phone rings to voicemail and you can't get anyone directly that way.

When I did receive a reply, it was basically an apathetic -- sorry we'll send you your items. It took a week of follow-up for them to actually ship the items I didn't receive. When I received the shipment, I received two thermal tops and no shorts. At this point, I was pretty fed up and reached out yet again.

This time, they refunded the shorts and I have yet to hear back about the thermal pants they should have sent instead of an additional thermal top.

I'll add-- last year around this same time, they mailed my husband a pair of snow pants instead of bibs (unfortunately, we packed the item away and didn't catch it until the following fall before ski season). Additionally, I ordered an additional item at the start of the spring sale (separate order from the items above) and needed to exchange for a different size. When I started the exchange the item was in stock, and when they finally processed my exchange, approximately two weeks later-- the item had sold out, and they told me they don't guarantee exchange items and that it as pretty much own fault I missed out on the item. If I'd known that up front, I would have returned instead.

On a previous order I attempted to exchange an item via their online automated process to save on shipping, but their online exchange process wouldn't allow me to select a different color/size of the same item, so I ended up having to return the item and pay a restocking fee AND additional shipping ordering the new item.

Overall-- I am fed up with Flylow.

After years of gear purchases, they clearly don't care about my money or my business. The customer service is just terrible and while I understand there may be folks out there that abuse companies and small businesses-- it's no excuse to treat everyone that way, especially those that have been loyal to the brand from its early days. I will purchase my gear from Patagonia and other brands like Trew gear going forward. They need to fix their customer service issues i.e.

(non-responsive and basically apathetic and borderline rude). Until then, we'll spend our hard earned money elsewhere.

One last note-- Flylow Dan -- it'd be wonderful if your email solicitation for feedback that is sent out under your name actually went to you-- the owner-- the person who gives a crap about the issues above.

I highly doubt most feedback is making it to your level since you cut yourself out of the loop by having your name on feedback emails but connected to the customer service email. Please change this.

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  • Quality winter and summer outdoor gear
  • Horrible nonresponsive customer service

Preferred solution: Apology

User's recommendation: The Gear is great but if you have issues that require customer service involvement-- good luck!

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