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September 2023 by Danny Ruesch
Sad to say that Black Diamond has really abandoned its mission to produce quality products they stand behind. After attempting to return a broken piece of equipment (one that my life depends on while it's being used, I should add), they asserted, after a month of waiting, that it was fully functional. We showed them that it was indeed broken, but they stated that QC had looked at it and it met all their requirements, so there was nothing they could do. Kinda scary to think that even with a broken piece of equipment they won't stand behind their products. Spend your money elsewhere, especially if you're getting gear you want to be able to depend on.
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August 2023 by Yicheng Zhang
Great store. Great atmosphere. Great location.
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July 2023 by Stephen Marsh
Love the service and repairs guy. Great place. My wife and I are fans because of him. Get well soon.
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June 2023 by Andrew Eliquen
Poor experience from Customer Service. Delivery was delayed by a week then they claimed it was delivered but never got anything. The prompt when you order online drops the unit number even though it shows up in the typeahead results. This may have contributed to the issue.
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May 2023 by Aaron M.
I purchased a Black Diamond Sprint headlamp; the lamp's plastic fastening to the headband attachment broke within months, while the lamp was inside a plastic container in my backpack (image attached). My assumption is that shaking and shifting of items in the container caused it to break.I attempted to purchase a replacement part online and couldn't seem to find it; so I filed a warranty claim. Here was the response after a 52 day delay:-- begin email --Hello Aaron,Unfortunately, the damage that occurred is not a defect and is consistent with "accidentals" which are not covered under the warranty policy. Please let us know if you have any questions. Thank You,[REDACTED]-- end email --No conversation, no back-and-forth, no offer to send me the tiny plastic part that broke. Just refusal.
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April 2023 by Miles To Go (Maris Hocking)
Black Diamond is a premier outdoor brand, specializing in rock climbing equipment. I had a snafu ordering an item online & it was sent to an old address. BD hooked me up with a free replacement. Both the online customer service and the in-store staff are super helpful & nice! They are also involved in community projects, such as protecting Little Cottonwood Canyon. Thanks Black Diamond!
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March 2023 by Emir Alikadic
I can't say enough good things about Will at BD's warranty counter, who managed to find an out of production/out of stock lower shaft for an older BD carbon ski pole I broke after many years of backcountry use and abuse.BD gear lasts a long time, and when it breaks they'll make it right!
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March 2023 by Anna West
Unlike all US companies where you pay nothing or a small flat fee to return something, such as $6.99 or $7.99 at the most, there is no such policy for Black Diamond. I have a lot of equipment from Black Diamond which I purchased from REI. Black Diamond is a well known company and I would have never thought they don’t have a similar policy to all US companies for a flat return fee. I don’t think they paid over $70 to ship me my package. I am sure they have much lower negotiated rates with carriers. However, they don’t pass those to their valued customers. Why? I don’t know. I feel like they want to penalize you for a return. After paying over $70 to return back a couple of backpacks I purchased, I won’t be shopping with Black Diamond ever again. There are plenty of other companies out there who value their customers and share their negotiated shipping rates with customers as a good gesture. Shopping with Black Diamond was a mistake.
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March 2023 by Cathy Jordan
I have a Black Diamond PIEPS recalled beacon. I've emailed Black Diamond 5 times and have called them 4 times over the last month about their recall and they haven't responded to any email and never answered the phone. I'm extremely disappointed in their customer service. It's dangerous to recall an item then not respond when customers reach out about the recall.
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March 2023 by Simon Bierwirth
Provided quick assessment and plan for Fritschi Tecton mounting issue and fixed it with 24hrs. The head tech Ethan was super helpful and friendly
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March 2023 by I C.
Wow, just had an unexpectedly wonderful Black Diamond Equipment customer service experience by phone. I was heard and was walked through diagnosing the issue with my Z-poles. The inner cord had broken -- after several years of hard use. Then the friendly and knowledgable agent helped me locate the same poles on their website (I am glad they are still available), looked up the restock date (since they were currently out of stock), and even sent me a coupon code for a discount. Very happy : )
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February 2023 by Trevor Thurman
Extremely knowledgeable and friendly staff. It’s a great place to stop by even if you don’t think you need to buy more gear.
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December 2022 by Puntarika Tunyavanich
Visiting and shopping at BD’s Retail Store. Topping up with a BD Tour around the Headquarters - watching how products are made, a sneak peak of their new collections and meeting the team behind BD! What an amazing day!
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December 2022 by Chris M.
Worst customer service out of any company I've had to deal with.. I would not suggest any body use them. I've been waiting for a refund for an item that was returned for over a month now. They have stoped replying to my emails. Shop elsewhere to avoid any trouble!!
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December 2022 by Shawn Gándola
Staff are climbers and skiers and very knowledgeable if you have questions. Climbing equipment section of the retail store is downstairs while skiing is on the main level.
