LEKI USA Avis 6

I am beyond pleased with this company. My trekking pole broke after 10 years and they replaced the broken part, no questions, no shipping fees. You will not see this happen in many companies. I would give 10 stars if I could..🙏🏻

I originally purchased one of the first editions of the ultralight FX poles which were awesome but had some weaknesses in the joints especially with a 205 lb runner like me putting pressure on them. I ended up snapping one of them right on the top joint after about 10 months of use.
I sent a picture of the failure to Leki and Karen Kane with Leki's customer service responded extremely quickly. She said that was clearly a warranty issue and was really amazing getting a new pair of the newly designed (and reinforced at the joints) FX ultralight poles. They actually showed up in the mail one day before an amazing long run with some decent vert that I was not looking forward to due to my lack of poles. I totally didn't think I would have them for a while.

Overall Karen and Leki's customer service and warranty is amazing and I love the new poles.

Thank you!
Joe

They do not stand behind their products i bought a walking stick and it was bent and broken before i could even use it! I contacted leki multiple times and they never responed!! I was very disappointed because i thought they were a good company who cared about their customers but obviously they do not! Now i have an expensive stick to look at!

Great customer service & warranty.

Leki Customer Service

Leki has taken a no customer service approach to support and manage their business. I have had various Leki trekking poles over the past few decades, and have recommended them as a reputable product. Unfortunately, I had one of my poles break while out on the 4th of July weekend. There is only one part that is needed to fix the pole, however, I can not get anyone at Leki customer service to respond to voicemails or emails regarding purchasing parts. It has been 6 weeks with no response.

At one time this was a great product, with great service. It is no longer the case.

If you are shopping for trekking poles and would like them to come with customer service support then I recommend buying another vendor's product.

The worst customer service ever. I really can't think of a more unprofessional and rude experience I've ever had with customer service, anywhere.

I don't think I've ever called a company and had the customer service answer by barking out a very annoyed what do you want style greeting.
The first thing I thought was - Wow. This lady really hates her job.

She was instantly so rude and condescending that I casually asked for her name, thinking I would for sure try to avoid her next time. Her name was Jillian.

I'm very patient with customer service situations and immediately sympathized with how busy she must be. But she remained angry and rude.

I told her the invoice number and all the information: Leki MCT 12 Vario carbon fiber trekking poles.

I'm 5'9" and they are much shorter for me than I expected.

After a couple of weeks had gone after by I started to get concerned that I hadn't heard anything back from the form I'd submitted on their web site, so I called the number on their web site:
(800) 255-9982 ext. 1
That had gotten me to angry Jillian

I asked Jillian if they might come in a taller size.

She barked - we don't do exchanges. Submit an email, wait a few weeks, you'll get info, then you return them but make sure they're perfect - and she was hanging up.

Well wait, I said.

I already sent an email 2 weeks ago, no reply, and I have an important question
There's no sense returning these unless I can find out if you have these exact poles, only taller.

Jillian seemed to know nothing about her own company's products and was highly annoyed at my question. I asked if anyone there might know.

Several emails and a lot of time later, she said the answer was yes, the MCT Vario 12 CF trekking poles come taller, so - send my poles back and she'd directly exchange them for the mystery taller ones.

She didn't seem to want to give me a link but I said I had to see for myself, no offense.

She finally gave the link.

The poles she had claimed were exactly the same, only taller - were aluminum, not carbon fiber.
They were also a lot less expensive.

She had said she wanted me to directly exchange my poles that cost 249 with those cheaper poles, but she had made it seem like it was a straight across exchange.
She must've thought I would be too stupid to notice the price difference if they did a direct exchange. So - Who was going to pocket the difference?

When I said - these are aluminum.
As I said, I have to have Carbon fiber, and everything else exactly like these poles are.
I just need to know if you have the exact poles I have, only taller.

She still was insisting they were the same, I just was being dense.

Then I get an email from someone named Brittany. Without ado, Jillian had shuttled it off to Brittany to handle me.

Brittany didn't want to email she wanted to call.

She was very interested in being hyper defensive, telling me why this was all my fault, not Leki's; I didn't make sure Jillian understood.

I was remaining courteous, tho Brittany was also talking in endless loops. I repeated that I had told Jillian the exact specs repeatedly.

I said "I'm not understanding the complication here, this is a pretty simple question with a yes or no answer. Again, I only want to know - does this exact pole come in a taller size, or not

Brittany answers -

...sounds like you want a black and white answer and there is no black and white answer.

I stood dumbfounded for a moment as Brittany continued on and on with endless unnecessary complicated - but what ifs.

Me checking to make sure I heard right:

"There's no black and white answer for -
does this exact pole I have, exist in a taller size??

She continued pontificating on how I, as the customer, will always be wrong, in multifaceted speeches.

I just gave up and wrapped up the call.

I really wish I had purchased trekking poles from another company. I almost purchased from Black Diamond instead and I really wish now that I had.
Leki seems overpriced compared to just about any company out there.

If I had known what this company was like, I would never have ordered anything from Leki