Where to begin, other than amazing. I had recently been out hunting and found that my mountain pants had a seam burst around the zipper.
I called Sitka Gear and informed them of my dilemma. I was hoping to get to hunt the weekend of the 5th through the 7th, but I wasn't sure if my return would get to them in time to enough to have them return mine back in good shape. I knew they were still under warranty so I figured it would be no cost to me to have them either fixed or replaced.
I immediately spoke with customer service and explained to them how the seam appeared to be a fabric flaw. I was informed they would email me a return form, and they would be either fixed or replace, and would most likely be replaced with a new pair due to them being still under warranty. I received my email in minutes. I told them I would need them soon as the weekend coming up I was planning on hunting. Apparently their customer service guys must hunt as well because I could tell they wanted me out in the field just as bad as I wanted to be or more so. They explained to me to just send them back, and they would see what they could do.
So I sent them back to them and tracked the shipping I sent them out on 9/25. I found out when they got to the return store in CA on so I called them to see how soon the turn around would be so that I could make it out hunting. They told me to call the next day and they should be able to get them out. I called back the next day and never got upset, and understood that it can sometimes take longer than you expect. The paperwork from CA to the store in MT had not made in time for them to get shipped to me. I had elected to pay for 2 day shipping in order for the pants to get to me in time. I continued to stay in touch with customer service, and they continually treated me great over the phone. The paperwork finally came in! I again spoke with customer service and he informed me that he had good and bad news. He said the good news was that my pants would not be repaired and they would just send me a brand new pair. The bad news was that they would not be able to ship them in time. I was OK with this and understood. I asked if they could possibly call Cabelas in Billings, and have them set a side a pair of pants for me to pick up. He said he would call back. Pretty soon my phone rang. It was customer service. He explained to me that they could not authorize for me to go to Cabelas, and the only way would be if I had a return to take to Cabelas...understandable. I told him that was fine, and I would wait. The pants could be overnighted, but it was expensive and more than I wanted to pay. I thought, OK I'll just have to wait until they get here the following week. Well to Sitka, that wasn't good enough. The customer service gentleman tells me not to worry and my pants were on their way. Not only were they one their way, but they would be at my front door the next day. He told me that I sounded like I always had a smile on my face and treated them very well over the phone during the whole process. He went on to tell me that they were going to pay the overnight shipping and get my pant to me in time to go hunting!!!! I can't thank them enough for the way they treated me.
It goes to show you that with a little patience, and treating that person on the other line, customer service, with kindness you will get kindness back and sometimes get the unexpected. Although the weekend didn't bring me any success, it got me out hunting with my brother Kirk, which without Sitka, never would have happened. There isn't enough thanks to their business for the way I was treated.