Review Time
I’m British but live in the French Alps and bought a Rab Nexus Women's Hoody In the summer from a small outdoor shop in Grassington whilst visiting family. Returned home to France and noticed a hole in the material on the cuff, 3 pin holes on the left arm by the Rab logo and a couple of pin holes on the right sleeve. Having heard great things about their customer service I contacted them direct and they have unhelpfully referred me back to the supplier. Living in France, it would be far easier to deal with them direct and cut out the ‘middleman’. Disappointed with their customer service.
I haven't sent the jacket away for repair yet so I will change the review as long as it comes back great. After chatting with a few shops in Glasgow that Rabs online store says will take and do repairs I gave up as the ones I asked had no idea what I was talking about. Online the person that emailed back was good, gave a link to the repair page and a non functional link to what should have been a full zip repair, not good. After clicking on full zip repair I was happy to find a note saying that I qualified for free delivery, which for a £30 zip repair I was happy about. Turns out that was a heap of crap and got charged the £8 return label fee, which the cost of the package being sent I'd rather just pay at the posty because whilst prices have increased, it's not £4 both ways for a light weight super foldable jacket. But there was no choice other than to pay the fee. Which of course increased the tax. So far not a great impression. We'll see what happens with the jacket. Considering there are similar "like new" rab jackets on vinted for £65 including postage fee I'm hoping this is worth it.
Ordered a RAB ascent jacket and it stated that orders before midday would be delivered the next day. I made the purchase on this basis and after paying, receiving the email by 11.55am, I've sat in all day and not received the jacket. Monday, I have an appointment and needed the jacket for it. Not at all happy, won't be buying from them ever again
2 coats in 2 years because the valiance isn't waterproof and the down pools. Customer service takes days to get back to you on email, and they turn their phones off during the day. Sent the coat back to get it washed and reproofed, twice, and twice it came back no better. When it takes 2+ weeks for the coat to be sent off and returned, and costs £33, and the coat costs £300 things begin to not add up. Terrible and stressful experience with awful customer service. Don’t get me wrong, the warranty is great and to replace a coat is really good. But when it takes months to arrange whats the point because all that time you don’t have a coat.
I recently returned my jacket to Rab due to a broken zip. As the jacket was only 2 years old I enquired if it was still under warranty and they said yes! After returning the jacket under the warranty, they fixed the zip and sent it back to me. Unfortunately it failed again so they sent a courier to collect it for another repair.To my amazement, they replaced the jacket and gave me a new one as they deemed the zip repair not possible. To receive a new jacket was a surprise and the service and support given is highly commendable.As a loyal Rab customer, this service means I will continue to be a loyal customer!!
Fantastic service on a repair to my Lowe Alpine rucksack. Repair was completed and the item returned in 6 days. The bonus was it was free as it must have been a warranty repair even though the bag is several years old! What a great way to prolong the life of your kit!
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Rab's primary focus is insulation products, in particular down jackets, sleeping bags and expedition wear.
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