Review Time
Summer of 2025 I had the most amazing experience with Black Diamond's customer service. I needed a replacement pole and the rep went above and beyond (like super beyond) to make things right. I will be a lifetime supporter of this company based on this experience. Also im from Canada and everything went super smooth!
We had Joe as our technician today and he was nothing but the best! He helped with our dogs by letting them out of their kennel when he was finished spraying so they wouldn’t get in the chemical. Hopefully one of you reading this will have Joe as their technician!
Summer of 2025 I had the most amazing experience with Black Diamond's customer service. I needed a replacement pole and the rep went above and beyond (like super beyond) to make things right. I will be a lifetime supporter of this company based on this experience. Also im from Canada and everything went super smooth!
My experience is in line with the above reviews: good product by awful, horrible, unhelpful customer service. I wrote once to ask about a particular line of footwear and received a dismissive reply that did not help me find it. More recently, I put in the wrong shipping address - admittedly, my bad -- and when I realized it I tried to work with customer service so that they could issue a corrected address to THEIR COURIER. They told me that they felt "very sorry" (exact quote) for me but had no control over their courier, and I should instead ask a friend to get it at the address I gave (which doesn't exist - again, my bad but I transposed my work and home addresses). I tried explaining this carefully but the answers got dumber and dumber. So now I will (a) cancel the order on my credit card and (b) never buy from them again. They do the hard stuff, like make a fair priced quality product, quite well but they screw up the easy stuff. If you are going to be a luxury provider you need luxury service. I'm done.
Do not order here!! Arrogant and terrible company! I ordered a battery for a black diamond light. The product page stated clearly it would fit ALL black diamonds light but this turns out not to be the case. The company takes no responsibility for their own mistake. They also ignore european law as I requested a cancelation of contract of sales and they simply ignore this. Only thing you van do is follow the standard return policy where the reduce the refund with 8,95€ for return costs!!!
First off, i love black diamond products. They are top notch. But their customer service is a joke. I purchased a headlamp and duel fuel battery back in mid december. The headlamp worked fine but the battery would not charge. I got a return authorization number and I sent it back. I know they say 7 to 10 business days to process. I waited 10 days and sent an email asking if they had tracking for my new battery. I ended up sending about 4 emails over the next week before i got a reply. They gave me no information. Just said it was being processed for refund. I told them i didnt want a refund. I wanted a replacement. So i wouldnt have to pay shipping on it 3 times. They said they only do refunds. Well after 30 days and 30 emails( dont try to call, the phones are aperantly never answered) i was told my refund was being prcessed. So i got on line and ordered a replacement battery. The very next day i got an email saying my replacement battery is out for delivery????? So now i have to wait untill the second one i ordered arives and send it back and probably wait another 30 days before i get a refund if they dont mess that up to. I will never purchase another black diamond product again. This was seriously the worst customer service i have ever experienced.
DO NOT BUY FROM BLACK DIAMOND, THEY ARE SELLING JUNK NOW. I had a pair of old Black Diamond poles that lasted for many years, they were well designed and well made. They finally wore out and I bought a new pair, big mistake. In two years a tip bent, the locks on the pole adjustment kept springing open causing part of the pole to fly off into the brush, and the cork handles started to disintegrate. All of this happened using them exactly the same way as I had used the old poles. Their customer service was also not at all interested in my problems. Rather than argue, I got new poles from a different company.
They are horribly understaffed. If you place the order during sale and something, God forbid, goes wrong, there is no way to contact them by phone, live chat or even email. I placed my order during one of their sales on the 15th of July through my fiend's account but the order never reflected on his account though the charge on my credit card was pending. I called and called and called during the official work hours only to hear the automatic female voice repeatedly telling me to call "during work hours". It felt like a bad rendition of "Groundhog Day" but I continued calling all possible numbers affiliated with Black Diamond I could find online. Finally I managed to talk to a gentleman who explained to me that they only have 5 people working during the sale and they are busy fullfilling orders and they have no time to answer phone calls. I only managed to talk to a human from customet service when I called them on July 25th. I am telling you, this was not a very pleasant experience. I talked to two damsels in distress who basically told me that the order was cancelled by their 3rd party fraud system and there is no way to restore it and I have to place a new order. I even was yelled at by the first young lady when I just cut off her polite BS "I am sorry about it" and asked her to explain to me how to place the order the second time without being flagged by their fraud system since my climbing partner is broke and I used my CC to pay for the order of cams and his financial situation is not going to change for better in the nearest future but we need cams now. And now we are back home in 2 separate states since the weather is blooming hot for climbingShould I also add, the that email that I sent to them a week before only got answered yesterday, after I talked to their distressed customer service ladies? I feel exhausted by all that negative experience with BD. Now I am ordering my cams from Wild Country and never again I deal with this company in the future even if the whole climbing comunity will be singing odes of praise to Black Diamond cams. I had enough.
I have a lot of BD stuff, but when it fails I met their service and was shocked how bad it is. You should understand that they didn't have correctly working service at all, they can ignore you during months, didn't do anything, etc.I will never buy anything from this manufacturer again and I do not advise you. This is terrible.
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