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  1. #1
    Senior Member
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    Claytor lets me down

    I have been a big fan of Tom Claytor's hammocks, promoting and praising them on this forums and several backpacking forums like Backpacker Mag and whiteblaze.

    I'm still very satisfied with my Claytor hammocks, but I can no longer recommend his hammocks because a recent recommendation to a friend has resulted in an unsatisfactory experience.

    My friend inspected her Claytor hammock upon receiving it and she found that the inside hem was fraying near the middle of the hammock (just about where one would have the back of her knees while entering or exiting the hammock.) There was also a double row of removed stitched marks where the side of the hammock had obviously been mistakenly folded and stitched together, then the stitching removed.

    Upon contacting Tom about the defects she was told to burn the frayed edges and not worry about the errant stitch holes. That simply is the worst possible response he could have given. It exhibits not only a complete lack of concern for quality control of his product but also a "customer be ****, I've got your money" attitude.

    The response should have been "send me back the old one, a new one is already on the way, I'll refund your shipping cost."

    I don't know how much Tom made on that deal by screwing my friend, but he will never make a another penny on any other friend of mine.

  2. #2
    Senior Member zukiguy's Avatar
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    Wow, that does kind of stink. My Dad always said a satisfied customer tells one friend, a dissatisfied customer tells "All" his friends. I guess this is the case with this purchase. Now, thanks to FB, forums, etc it's pretty easy to tell all your friends and all your friend's friends.

    I know the Claytors are supposed to be top notch and they're priced accordingly. That seems like a pretty sad response. Did your friend e-mail any photos along with the correspondence?

    I've had items that had small defects and being the DIY kind of person I am, I'd rather not spend the time mailing items in for warranty work when I can repair them in minutes. Sound like in this case there wasn't an option though. No good!!

  3. #3
    Senior Member MedicineMan's Avatar
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    Claytor,Clark,Hennessey. They all had their day.

  4. #4
    Senior Member BillyBob58's Avatar
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    Dang, that is a bummer to hear! Considering that my Claytor No Net is one of my most consistently comfy hammocks and works better with my PeaPod than any thing I else I have used with the pod, including the Speer hammock it was designed for. And it was pretty inexpensive.

    Plus, I think Croc Sanders recently got a defective No Net ( way shorter than supposed to be) and they completely made it right. Just the opposite of the experience of this thread. But this is not good to hear.
    For I consider that the sufferings of this present time are not worthy to be compared with the glory that is to be revealed to us....that the creation itself also will be set free from its slavery to corruption into the freedom of the glory of the children of God. For we know that the whole creation groans and suffers the pains of childbirth together until now.
    Romans 8:18,21-22

  5. #5
    Senior Member Manchego's Avatar
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    Quote Originally Posted by MedicineMan View Post
    Claytor,Clark,Hennessey. They all had their day.
    I'll have to call you on that one. I've had no dealings with Claytor, but I've been looking at one for a friend so I'm sorry to see this kind of response.

    I have had some experiences with Hennessy which remind me that he's gotten bigger and doesn't really need to pay attention to individuals, but Clark has always been top notch about standing up for their gear. Most recently, I called them with a problem I told them I had caused. Not only was a replacement in the mail to me by priority within two hours, they didn't charge me for either the replacement or the shipping. With that kind of response, I can't let a statement like this go unchallenged.

  6. #6
    Senior Member BackPackHiker's Avatar
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    That is really bad customer service. I don't have Claytor and probably wont get one. But I do have gear from Hammock Bliss. When I got the hammock there was a tiny hole in it that I noticed it was probably the size of a pin hole. I emailed Dov and mentioned this to him. He responded right away and had another hammock sent out before the orginal was even shipped back. He appoligized multiple times and made a life long customer.

    If you have great customer service you will have great customers!

  7. #7
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    Quote Originally Posted by BackPackHiker View Post
    That is really bad customer service. I don't have Claytor and probably wont get one. But I do have gear from Hammock Bliss. When I got the hammock there was a tiny hole in it that I noticed it was probably the size of a pin hole. I emailed Dov and mentioned this to him. He responded right away and had another hammock sent out before the orginal was even shipped back. He appoligized multiple times and made a life long customer.

    If you have great customer service you will have great customers!
    this is how someone who balances reputation with profit handles a situation. i am in the market to upgrade from my GT Ultralight and Claytor just moved over to the "nope" list.

  8. #8
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    Satisfy with Tom Claytor Hammocks

    I would like to share ma experience with Tom Claytor Hammocks.
    After I read this and the other threads where few people described bad experience with Tom, I decided put my order anyway and wait what direction things go.
    I have to say I am pleased with the service (from Thailand to Czech), with shipping time (ordered/paid 10.8., shipped 16.8. delivered 24.8.) and with condition of hammocks. I bought camouflage and for a friend olive type and they both looks great. Camouflage type is really amazing. I cant wait to use it in the woods.

    Overall I am satisfy with Tom Claytor Hammocks and I would recommend it.

    Album: http://www.hammockforums.net/forum/a...p?albumid=2292
    Last edited by idymalgia; 08-24-2012 at 13:37. Reason: Add album link.

  9. #9
    Senior Member DuctTape's Avatar
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    I have been a big fan of Claytor, this disturbs me. I think your friend should reply to Tom and link this thread.

  10. #10
    Senior Member
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    I have had nothing but good experiences with Tom, and as I said, I'm still fully satisfied with my Claytor hammock and my past dealings with Tom.

    His response was a shock to me.

    Yes, she had sent pictures and a full explanation. He might be right that the errant stitch holes will not hurt the hammock, and that the frayed hem could be repaired with a lighter. If it was my 3rd hammock from Tom I might have just gone along with his suggestion. But for an introductory product purchase it is inappropriate in my opinion.

    This is a young woman's first hammock. She's an avid outdoors person. She'll probably relay this experience to many more potential customers than I'll come across over the course of the remainder of my life.

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