I have purchased lot of gear from Outdoor Research over the years including multiple pairs of gloves, hats, insulation payers, shell layers, and more. My experiences with the products themselves have been great but until recently, I never had occasion to test their “Infinite Guarantee”.
I purchased a Ferrosi Hooded Jacket (which is an incredible layer worthy of its own review soon) recently from an online retailer. It was on sale for a very good price. When I received the jacket, I noticed that chest pocket was sewn or welded shut via some assembly step gone awry. The retailer was already out of the jackets so they would be unable to replace it.
I called the number listed on the Outdoor Research website to see if this was something that they would exchange for me. I was bracing myself for having to deal with an automated call center or for them to tell me to take it up with the retailer. To my great surprise, my call was answered by a live person after just a couple of rings and I was informed that the replacement would be covered. All I needed to do was fill out their online replacement form which was easy.
OR issued a pre-paid return label via email within 48 hours of me completing thereplacement form and they sent an additional email explaining the actions they would take. They shipped the replacement right away, before they even received my return so I had it in just 2 business days.
It isn’t just impressive that they so completely dealt with my issue at no additional cost to me but how painless, polite, and personal they made the entire process. That is definitely not the norm these days. Kudos to OR!