Hammock Gear Customer Service Issues

**Mordakai** · 01-30-2014, 22:45

Sad to say my experience with Hammock Gear has been almost completely negative this time around. After placing the initial order for an under quilt for my girlfriend on 1/7/14, we spent the next week trying unsuccessfully to get a response by email about an estimated shipping window.

Just over a week later 1/16 the UQ arrived with multiple issues on the outer edging, including an inch long portion with fill coming out. Definitely not the quality I've seen and come to expect from Hammock Gear and seemed to be a rush job. Another email went out to see what needed to be done to fix it and finally got a reply 12 hours later. Jenny was pleasant and seemed eager to correct the issue. We were happy to go ahead with the order and have it fixed. After emailing back and forth a few times the return label was acquired and UQ boxed and returned on 1/21 with 2 day shipping by USPS.

Two days later we checked the tracking number and find no record. Wait another day, still nothing. So off goes another email 1/26 to HG asking for confirmation of receipt. Shockingly, we again get no reply. Come Tuesday 1/28, we call the number given. No answer, so left a voicemail. Two more days go by with no contact. On 1/30 another call and another voicemail left. Also sent another email to cover all bases.

At this rate, unless the UQ is already on it's way, we'll be tent camping on our upcoming trip. We placed the order ahead of time to allow for back order issues and a trial run before the trip itself. While most here seem to get the quality and service they've paid for, we have not. Even if this does get resolved soon, I can't say I'd place another order from Hammock Gear or give them my whole-hearted recommendation.

**nothermark** · 01-30-2014, 23:51

Sounds typical of a cottage industry vendor. When they are there they are great but sometimes life interferes. Voice messages are also a problem there. Jenny has a hearing problem. Email is better. No idea what is going on but something is based on their reputation.

**SLCpod** · 01-31-2014, 01:55

Originally Posted by nothermark

Sounds typical of a cottage industry vendor. When they are there they are great but sometimes life interferes. Voice messages are also a problem there. Jenny has a hearing problem. Email is better. No idea what is going on but something is based on their reputation.

Cottage vendors can have this problem. When someone gets sick or something happens there isn't another employee to pick up the slack. I hope all is well.

**MedicineMan** · 01-31-2014, 02:17

.....and most of us in this sport/hobby understand the above and cut the cottages generous amounts of slack. Stormcrow and the Mrs. are pillars as far as I'm concerned but pillars of flesh and blood like the rest of us. Nuff said.

**awilder** · 01-31-2014, 07:24

Originally Posted by nothermark

Email is better.

Not really. There are plenty of similar threads where people have been unable to get a reply via email.

ttps://hammockforums.net/forum/showthread.php?t=47689

https://www.hammockforums.net/forum/...ad.php?t=87365

Hands down my favorite quilts, but if you want to make a custom request they can be tricky to get a hold of. On the other hand, once you do get a hold of them they are very helpful.

**nfarrar** · 01-31-2014, 08:00

I feel you pain. I too had a hard time getting Adam on the phone BUT the wait was worth it. Im new to hammocks and quilts. Adam was so helpful and informative. He actually talked me into saving some money! I know 2 of his most experienced seamstresses have left for other careers.

I'm sorry you had a bad experience. I really think if you can get a hold of Adam he will make it right. He too will agree that your experience didn't meet his expectations. I need to call him myself. If I do I will ask him to get on the forum and message you or call you.

**stevebo** · 01-31-2014, 17:04

I am so sorry, and very surprised to hear this------I placed an order about the same time for a burrow, and received it with no problems. Adams a great guy---I'm sure this was just a glitch and he will make it right.

**Mumbles** · 01-31-2014, 18:27

Things happen. Let us not lose our civility. There are many cottage vendors and transactions. If one goes astray here or there I'm sure those involved can get it sorted out without all of us losing our heads over it.

**stormcrow** · 02-01-2014, 11:42

My apologies to the OP for the lack of communication on my part. I try to stay in contact but there are windows of time that I can not answer the phone (or emails). That window changes from day to day. Again, that is something I am working on.

If there is ever a quality control issue with a quilt, and it DOES happen from time to time, it is not because it was rushed. It will be because there is a break in procedure. I am trying to get things tightened up again around here after we lost a few very valued employees. We are just about there but still have a few hurdles to cross.

Quality control is the most important to me, with customer service coming in a close second.

I just want to apologize again to anyone that reads this and feels like they fallen though the cracks.

. If you have an email that I have not responded to, please try again. I do my best to catch it this time.

~Adam (Stomcrow)

**Dutch** · 02-01-2014, 16:42

I know what you mean on catching emails. I have to answer so many emails and you try to give every single one your undivided attention but sometimes have to get back to them later and then you have moved on to another fire.