I paid for expedited shipping for trekking poles that I ordered prior to my hiking trip and then Black Diamond took several business days before shipping the poles out so they arrived after I had left for my trip. I requested a return authorization and returned the poles (I had to pay almost $20 out of pocket given the awkward size of the packaging) and the poles arrived back at their facility on October 1st but I have still yet to receive a refund. I contact customer service on October 15th to follow up and nobody responded to me so I called a week later and was told that someone would contact the receiving department to make sure the return arrived but nobody actually followed up. I called again today and received the same walk around answer. This is now over a month later and I have yet to receive a refund! Absolutely poor customer service. If you want to buy anything from Black Diamond, make sure you purchase it from a more reputable wholesaler like REI where you get great customer service, because Black Diamond's DTC business is absolutely horrendous.
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