Sadly, my experience with the RAB customer service department has been very poor! My Rab waterproof, which is within the warranty period, was leaking through the back taped seam when I used it in heavy rain. I have only used it about 6 times. The customer service department's first response was to tell me to reproof it despite, me telling them it had had minimal use. After 9 days of e mails, they eventually asked me when I had bought it and confirmed it was within the warranty period and the best option would be to send it back so they could test it - letting me know the process took about 3 weeks before they would be able to tell me the outcome. My experience has been very frustrating, unsatisfactory and I felt I wasn't being listened to. I eventually gave up and took the waterproof back to a Cotswold Outdoors branch where I had purchased it - the staff member was great, explaining about the warranty and the process - I am waiting to hear the outcome! This experience with the Rab customer service has certainly made me think twice about buying more RAB items - a real shame!!!
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Rab's primary focus is insulation products, in particular down jackets, sleeping bags and expedition wear.
