Free shipping because you spent more money with them?  That's nothing.  They should be throwing in a hat or something.

Service is measured in how they handle their mistakes.


We as a community have the ability to affect their service.  Word of mouth is the best advertising if the word is good.

I have a Granite Gear food pack that I got on sale a while back. Great pack, but the service you described would keep me from making another purchase.

For what it's worth, I had some side cinch straps added to it by Kondos Outdoors in Ely.
Excellent work/price and turnaround.
I also have one of their Dry-Fly's. Well built and reasonably priced.
I'll look at their portage packs when the time comes for a new one.

Agree John.  No excuse for 8 weeks.  "We're busy" doesn't cut it.  I have one of their packs as well.  Love it, but 8 weeks for me would cause me to move on to other vendors who need my $ more.

After 8 weeks I just got an Email. They are busy with their spring rush. But my pack is repaired and since I am ordering more gear there will be no shipping charge. So Although they pushed me to the panic point I still like the gear but will be looking at other vendors too when making a new pack purchase.
Jon

A couple years ago i needed to replace 2 slide-in belts for #4 packs. I emailed GG and they replied pretty quickly. I ended up getting the belts from somewhere else and saved a few $ but overall GG was easy to work with and i had no reason to doubt they would provide good service.

That's disappointing to hear.  I love my GG thwart bag, but if they're known for zero communication I'm less inclined to buy from them in the future.

I'm heading up toward Two Harbors on Wednesday, and I'll stop in to see if they're still there. I know I read somewhere that they take a little while to respond. I'll let you know.

Puzzling sequence of events to relate. I have an old Granite Gear pack. Used it a few times around 1990 when I bought it and then it sat in my garage gathering dust until last summer. Used it for 10 days in the Quetico last summer and some of the seams started to give out. So 5 weeks ago I shipped it the address listed on their website with a note about its age and hoped for reinforcements, my name, email, phone etc. No contact. 3 weeks later I send a follow up email asking for a reply and tried to order a couple additional products to be shipped with the repaired pack. Now 2 weeks later and still no reply of any kind. Anyone else had trouble with Granite Gear? I am baffled and wondering if they are out of business.
Jon