Gregory Mountain Products Reviews

The quality is superb, but the after-sale-service i.e. warranty etc. is extremely poor... They refused to even accept what was totally a manufacturing fault...

I have a medium Gregory Baltoro 85 pack. I am a medium torso and a large waist. In order for the belt to fit me on the medium pack I needed large hip pads plus an extender for the belt. The web belt is fixed to the medium size pack so they sent me a gadget with a male and female buckle on a length of webbing to insert to make the belt longer. Now everything fits wonderfully and the pack is a dream!

Tried to buy a pack online. Their order status never changes from sent to fulfillment, their phone number does not allow a message. I sent three emails using their contact page; never got an answer. Worst customer service I have ever seen!!! I am shocked they can stay in business if they make it this hard to purchase anything. Follow up, I responded within minutes to the "owner" I get an automatic reply that they are out until the 19th. Wow, could they try any harder to not sell packs?

This review is more about one person than it is about Gregory but this one person reflects unbelievably well on the company. That person is Lindsay, she works in customer service and has demonstrated phenomenal drive to ensure my issue gets resolved.
My issue was that the plastic moulding around the waist strap on my Triconi 60 had cracked on one side and broken on the other. I had posted the issue on twitter and when she picked it up she had initially tried to get a resolution via their UK team (I am based in the UK) but there were clearly issues with comms btwn them and me or her. Either way I heard nothing from them.
A lot of customer service people in the UK might have washed their hands of the query at that point but Lindsay kept in touch and has so far seen the query thru to what looks like it will be a satisfactory end.
A massive thanks to her for her tenacity in trying to get this sorted!!

Bought a Optic 58 brand new the week they released It. Went to track my pack when it said it had shipped but the tracking link didn't work. Contacted Gregory customer support and they couldn't even find my order. After back and forth communication I finally received my pack about a week later. Took it on its first trip which was a overnight trip and one of the buckles broke. When I got home I contacted the Gregory social media rep and called customer service. Both instructed me to email customer service, which I did. After 3 weeks of not hearing anything back and feeling like I was forgotten about I decided to call customer service again. Customer service told me it was rare for a buckle to break on that pack and that I should go play the lottery, which I did not find funny. The entire pack is rare it had only been out for a few weeks so I wasn't buying that excuse. The options I were given to repair the buckle that broke were to have them ship me a aftermarket buckle by Sea to Summit and sew it on myself or send it to a shoe repair store in Charleston, SC to have them put a aftermarket buckle on, which would make me pack-less for who knows how long. After having nothing but bad experiences so far I decided to just keep the pack with the broken buckle and to never spend another dollar in a Gregory product. Poor customer service and poor quality of pack. Hopefully I save someone a headache.

Bought a Salvo 18 and have loved the pack. Sadly the sternum buckle broke when I was putting my water hose into the clip. I contacted Gregory by email and they responded the next day and sent a replacement out right away.

Zipper broke on a less than year old roller bag. It was the expansion zipper so kind of important. They wanted me to ship it back to them at my cost. Cheapest I could find was $90. No one answers the phone. They would not send me a refund or replacement. Just threw it away after 10 months of use and went back to my 11 year old roller suitcase. Was kind of bummed. These are not cheap bags. It was the QUADRO PRO HARDCASE 22.