I completed my custom design in early…
I completed my custom design in early April and placed an order totaling more than $3,000. Unfortunately, the estimated completion and delivery date came and went without my order arriving.
Since then, I’ve repeatedly contacted multiple people within the company seeking updates. Instead of receiving clear answers, I’ve been given conflicting information about the status and location of my order. Weeks after the original due date, I still do not have a definitive resolution or a clear timeline.
What has been most frustrating is the lack of communication and accountability. As a customer spending this amount of money on custom gear, I expected transparency and consistent updates throughout the process. Instead, I have had to chase information myself and have received different answers depending on who I spoke with.
Based on my experience, it appears that much of the production process is outsourced while the company primarily handles the design side. Whether that is the case or not, the customer experience has suffered because there seems to be little visibility into the actual status of orders.
I understand that delays can happen, especially with custom products. My issue is not simply the delay itself—it’s the poor communication, conflicting information, and lack of resolution. For a premium-priced product, I expected a much higher level of customer service and order management.