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.
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