I called OR a little while back, looking for a pair under boot replacement staps for my short gaiters. My intention was to remove the worn-through ones on my well used, beat-to-hell gaiters and stitch on new straps.
The CSR said they could look for a pair of the straps, but why didn't I want to just return my old ones for a new pair. I told OR that I had just beaten the *&@$#* out of the gaiters - they told me that the straps are not supposed to wear out and gave me a return authorization number. The brand new pair came today.
A while ago I wrote about another pair of OR winter gaiters. The size that fits my winter boots is a little too short to cinch down above my calf, so the gaiters slipped down all day long - sort of like Elvis pants. I left OR an email with a suggestion about sizing. Got an email and then a phone call from their product design guy. After some conversations about leg dimensions, he asked me to send them back. They were going to customize them. And then he said, we'll just make you a pair if you'll send the proper height and the circumference of your leg right below your knee. The new gaiters showed up a short while later, a perfect fit.
Outdoor Research makes great products and I don't know of an outdoor gear place that has better customer service.
The CSR said they could look for a pair of the straps, but why didn't I want to just return my old ones for a new pair. I told OR that I had just beaten the *&@$#* out of the gaiters - they told me that the straps are not supposed to wear out and gave me a return authorization number. The brand new pair came today.
A while ago I wrote about another pair of OR winter gaiters. The size that fits my winter boots is a little too short to cinch down above my calf, so the gaiters slipped down all day long - sort of like Elvis pants. I left OR an email with a suggestion about sizing. Got an email and then a phone call from their product design guy. After some conversations about leg dimensions, he asked me to send them back. They were going to customize them. And then he said, we'll just make you a pair if you'll send the proper height and the circumference of your leg right below your knee. The new gaiters showed up a short while later, a perfect fit.
Outdoor Research makes great products and I don't know of an outdoor gear place that has better customer service.