Tag Archives: customer no service

Filson another company trading on customer service of days past while selling single-use hats

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Filed under Bad CS, General
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A one and done, single use sunhats $65 , total bargain. NOT! Ok you may argue that these hats are great, have lasted you years and maybe you just got a bad one, Thank you , that’s my point it seems odd that Filson would gain a reputation for an item that’s not inexpensive , you have to go out your way to purchase and it’s sold with the knowledge that you’re buying a hat for the long haul.

The following comes from the Filson Site


THE FILSON GUARANTEE
We guarantee every item made by Filson. No more, no less. We believe in our products and stand by the quality of workmanship, craftsmanship and materials in each one. We guarantee the lifetime of each item against failure or damage in its intended usage.

https://www.filson.com/customer-service/support-repairs

One could be mistaken if after reading the above you came away with the impression that if you bought a $65 Summer Packer Hat,
https://www.filson.com/summer-packer-hat.html , from them and it failed the first time you get wet you’d have some kind of recourse?

Apparently not, because items of fit are excluded from their guarantee or satisfaction warranty after 90 days. Here’s the problem I live in Arizona, not known for its rain.It’s quite possible to wear a hat, ostensibly bought for the sun protection, and not get it wet for a very long time because it can go over 90 days without rain.

The first time it rained the hat shrank and no longer fit by 2-3 sizes. I consider that a failure. Filson does not. So what we have above is a guarantee that I would consider being not worth a crap. My wife sought out this product based on the reviews of the company and their reputation from days past. Seemingly we’re back to the 90 days standard , least we can do warranty. They talk a big customer service game but arguing that a water resistant hat that shrinks the first time it gets wet is something that does not fit:

It was intended usage, it was damaged , it did fail. A bit like Filson’s customer service. Even funnier my wife bought it direct from them and they claimed no records of this exist. Ultimately it didn’t matter as we needed a receipt from within the past 90 days.