Gear Coop

Placed an online order for a Cotopaxi backpack on 12/7. Never received a confirmation. Called the vendor was told something was wrong with their computer system and for me to place the order again. I placed the order again on 12/9, received confirmation email but never received the product. Called the company 5 times, finally spoke to a manager and was told he couldn’t do anything and for me to call back and speak to the lady who’s taking care of the online orders. I also left my phone number so they could follow up with me. Well, it’s 12/21 and no one from the vender returned my call. My Order status is probably in outer space somewhere… I do NOT recommend purchasing anything from Gear Coop online. There’s absolutely zero customer service and no accountability from employees.

Initially I was excited to find an online retailer that still had a brick and mortar that seemed like a truly small business model. Their website is pretty glitchy when trying to complete an order on Firefox browser and would not allow me to add multiple items to a cart. I called customer service and was eventually able to get through. This is where the experience started to turn a bit. When you call Gear Coop you will be lucky to get someone rather than a voicemail. If you email them it will likely be a couple days before you hear back. I asked them on the phone if the item I was intending to order was indeed in THEIR warehouse and was assured that YES it was. They also assured me that they ship from either their store or THEIR warehouse. This was a flat out lie. They sell on Amazon and have their orders fulfilled through Amazon. Had I known this I would have ordered directly from the manufacturer. Amazon has extremely slow fulfillment times and Gear Coop has no influence over getting items out in a timely manner. This caused me to be without the product that I ordered and was told would arrive in time for a trip I was planning. All in all if Gear Coop would have been transparent up front and not lied about their fulfillment centers I would not be writing this email. If a customer asks a very clear question, do not obfuscate the answer. Answer your phone when your customers call during posted business hours, be truthful and set realistic shipping expectations so that customers can make an accurate and informed decision.

I cannot say enough good things about Gear Coop's customer service! I ordered a tent from Gear Coop online. After waiting 5 days the tent was still listed as 'Processing'. I contacted Gear Coop and within a couple of hours they had gotten back to me. Their customer service agent was able to fix the problem right away, and my tent was in the mail the next day. They even gave me an extra 10% off the order for my trouble. I received the tent a couple days later, exactly as ordered. I will definitely order from Gear Coop again.

Huge Disappointment! I purchased an expensive jacket from Gear Coop through Amazon and the jacket came used with stains all over the jacket and tears at the elbow areas. I don't why they would sell used and worn out merchandise to customer and labeling the merchandise as new. When the jacket arrived late evening, there was no tag attached to the jacket so I thought it was odd and so the next morning when I wear it in sunlight and under better light conditions, I noticed all these defective features and to find out it has be used and worn out by previous customer(s). Very disappointing. I hope this does not happen to anyone else.