Review Time
The Aigis jacket is phenomenal. I have two the black and grey colourways, is the best waterproof jacket on the market paired with either the siege tech or the mantra fleece it combats all the elements.
Since October, I have placed six orders with this store. Three went smoothly, but the other three involved time-consuming and unnecessary issues.
The most frustrating case was a €300 customs invoice I received afterward. Customer support appeared overwhelmed and provided incorrect information, which eventually led to me receiving a payment reminder from customs. I had to resolve the issue directly with customs myself. I would have expected proper support and for the issue to be taken seriously — unfortunately, that was not the case.
Regarding a product defect (gloves), the company did accommodate me, but due to the high return shipping costs, it ended up being a financial loss for me. Additionally, I was sent the AIGIS TROUSERS – L REG in the wrong size. When I asked for the shipping costs to be waived — since the mistake was not mine — I received an unnecessary and rather rude remark from customer support. This feels quite bold considering I have spent over €2,000 in total, excluding returns.
When I am treated fairly and respectfully, I am a very loyal customer. That is why I am giving 3 stars:
The clothing itself is well designed and of good quality, but customer support and issue handling need significant improvement.
The items arrived quickly, but there are inconsistencies in sizing. I bought two pairs of trousers for my husband. One pair fit perfectly, while the other, labeled as oversized, turned out to be quite small. Since these were Christmas gifts, I reached out to customer service to facilitate an exchange. Unfortunately, the experience was quite disappointing. The representative I spoke with was not open to discussing alternatives, despite the return policy outlined on the website. There was no effort to explore options, show flexibility, or provide a practical solution. My request for an exchange was simply dismissed, and I was informed that a credit note was the only available option. This inflexible and unhelpful response was far below reasonable expectations, especially considering the clear information on the website. Consequently, I am now stuck with a pair of trousers that don't fit.
The kit is fantastic, the support team is exceptional, and the purchasing process is straightforward. My partner and I have been using this service from the beginning, and the kit has consistently performed well, whether in the cold of a snowy city or the warmth of a sunny destination. We plan to use the kit for many years to come, and eventually, it will be passed down to my son, ensuring its legacy continues. Truly remarkable.
I was looking for a truly warm, waterproof, and windproof outer jacket for the winter, and this one seemed to meet my needs perfectly. When it arrived, I was thoroughly impressed. The quality is exceptional, and it’s warm, comfortable, and spacious enough to accommodate items underneath. A fantastic piece of gear!
This is a great company with lovely clothes, but it's quite frustrating that they've altered the Klarna payment system to require a minimum of two hundred pounds. I've spent over 1400 pounds in the past couple of years, but now it's not feasible due to this new Klarna requirement. I don’t want to spend that much every time; I just want to buy a jumper or something similar. I'm very disappointed with this decision.
I purchased a coat that I found nice, but didn't feel it justified the cost, so I filled out a return form. They provided a label, which I used to send it back as instructed. They requested proof of purchase, which seemed fair. Days later, I received an email confirming they had my return and needed 10 days to process it. However, after four weeks, there was still no refund. Attempting to reach them by phone was impossible; I could only email, which was frustrating. I inquired about my refund. Soon after, I got a response asking for proof of return and the label weight. This was confusing since they had already acknowledged receipt. They insisted I should have kept the receipt, despite their earlier confirmation. A few days later, they claimed they hadn't received it and it might have gone elsewhere. This was frustrating because it was their label, and they had emailed me confirming its arrival. They stated they couldn't proceed without the receipt. After a period of silence with no phone support or email responses, I was left £450 out of pocket, feeling extremely angry. Eventually, I found the receipt in the trash and sent them a copy, but still received no response. A few days later, I threatened small claims court, and they finally said they would investigate. I did get my money back, but the whole experience was incredibly irritating. The clothing might be acceptable at a sale price, but the customer service is dreadful if issues arise. I recommend choosing from the many other companies that offer better support. ThruDark, consider training your customer service team to better handle these situations.
I purchased a dog lead and felt quite let down, especially since I'm usually a fan of the brand. The main issue was the misalignment of the carabiner latch, which caused a serious problem while trying to secure my energetic dog, almost leading to an accident. While I don't completely blame the brand, a better-quality product would have likely prevented this. I contacted the company for feedback, but the responses felt condescending. I ultimately decided to return the product, despite a small handling fee. Overall, I recommend avoiding this dog lead; there are certainly better options available. They should focus on their strengths, which do not seem to include pet products.
I acquired a dog lead and was truly disappointed, especially as I typically admire the brand. The primary issue was the misalignment of the carabiner latch, leading to a significant problem while trying to secure my very lively dog, which nearly resulted in an accident. Although I don't hold the brand fully responsible, a higher-quality product would likely have avoided this situation. I contacted the company to share my feedback, but the responses came off as patronizing. Consequently, I opted to return the product, despite a minor handling fee. In summary, I would recommend steering clear of this dog lead; there are definitely superior alternatives. They should concentrate on their core strengths, which apparently do not include pet products.
I ordered several items over the past month for myself and my brother. We needed new gear for an upcoming trip to the Alps. I got some mid-layers, insulation, a few warm items, a backpack, and various accessories like gloves and beanies. I plan to return for pants and outer shells once I use my current gear more. I appreciate the color options, as I prefer a more subdued look. I tested the insulation jacket on a couple of hikes, and despite heavy rain on one, it kept me dry inside. It dried quickly upon returning home. I'm looking forward to using the gear in Zermatt and Jungfrau. The Recco feature on some items is a nice touch, even though I hope to just enjoy the views. All three orders were delivered on time, and I was kept informed throughout. The fit was as stated on the website. Overall, we are satisfied and confident in our purchases.
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