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September 2023 by Spencer Bonds
My reservoir ripped at the handle within the first year of use. When I reached out to customer service it took 3 weeks to get a response, which was then sporadic from then on, and took another two months to get a replacement. When I was finally sent a replacement, it was a 2L instead of the 3L. I’m now having to buy a new 3L reservoir for a hike up Mt. Whitney this September. I had reached out 3 months beforehand and still have yet to reach a resolution and am now having to go with another product this time from another company.Would not recommend this product or company, and if you do have issues from this product, or another, I would not count on Gregory’s customer service to help you find a solution.
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September 2023 by Dishi Zheng
If you are buying online, buy from Amazon, don’t buy from their website. If you like trying on different backpack and return the one you don’t like, you need to pay the return fee by yourself
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November 2022 by Katarzyna Suchodolska
Had a lovely experience - great, personal customer service! I ordered a suitcase a bit short notice (on Friday) and I needed it delivered from Joburg to Cape Town by Tuesday as I was flying out that day evening. I gave them a call and they personally arranged a faster delivery just for my pack so I could fly with it :) they kept me updated every few hours as well. Super chuffed, and the suitcase is amazing too, wonderful quality & light :)Thank you!
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October 2022 by Steven Sandhaus
Just disappointed. I work wilderness therapy. I sent in my Baltoro 65L for repair, and was blindsided with a 86$ shipping fee. I got the pack back repaired, but I could have got it fixed for half the price at Lone Pine or the Gear Room in Salt lack City where I live. I talked to a rep about being compensated for the 86$ I paid at the post office (they don’t tell you, you are responsible for the shipping when you speak to them). I was told I would hear back regarding the shipping fee. 2 weeks later I never heard back by email or phone call. Clearly they don’t care. I also bought a 100L Baltoro pro for the winter months. One of the zippers broke on it within an hour in the field. How do you charge close to 500$ for a pack and a zipper brake the first hour you use it? I’m done with this company.
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October 2022 by B N
Recently had a excellent experience with Gregory Mountain Packs. Had a problem with a pack purchased a few years ago and their customer service (Sara) was very helpful in replacing the pack and getting it (Balatoro) shipped to me promptly. I have found the quality and design of the packs excellent and well thought out. Love their packs!
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August 2022 by Ryan Ingham
Holy moly does ANYONE answer the phone around here!?!? How is it I call you ~15 minutes after your customer service line opens for the day and I’ve still been on hold for the last 15 minutes??? Just have some fairly simple questions I’d like to be answered about repairing my bag. But as others have noted in previous reviews the customer service at Gregory is atrocious… I mean is anyone even working the phones!? I shouldn’t have to leave you a review on Google just PLEASE pick up the PHONE!!!
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June 2022 by SusanDave Krieg
I sent an email to customer service attempting to get help with a backpack. Unknown to me, replies were being sent to my spam folder. However, Sara was persistent and was successful in getting an email to my inbox folder. Thank you Sara for your efforts and a quick solution to my problem. I wish all organizations had employees of this high level!
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May 2022 by Brent N
Recently had a excellent experience with Gregory Mountain Packs. Had a problem with a pack purchased a few years ago and their customer service (Sara) was very helpful in replacing the pack and getting it (Balatoro) shipped to me promptly. I have found the quality and design of the packs excellent and well thought out. Love their packs!
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May 2022 by Hud Miller
I contacted Gregory about purchasing an optional hip belt for a pack that is no longer offered. They were able to locate the belt and ship it to me even though it was no longer offered for sale. Great customer service. Thank you Gregory (and Sara) ;-)
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February 2022 by Sean Yoon
I’ve been trying to get some help/customer service on a pack that was sent to the wrong address and returned to the sender. It’s been 2 weeks and several emails and phone calls with no substantial reply or customer service whatsoever. I thought I inputted my address information wrong, but after attempting to purchase again to the correct address, the website automatically omitted the second line of my address, ergo shipping it to the wrong address. I’ve tried to open up a return authorization form on the Gregory website but it continually spits out errors when I put in my email and order number. Another thing, so I eventually settled on purchasing my product and shipping it to an alternate address and having it shipped to my current address separately. However, I was charged for an additional purchase I did not make. Again, no customer service provided.
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February 2022 by Carson Tarnell
Broken buckle and seam issues on a new Baltoro. Contacted customer service, and never got in touch with anyone, reached out via social media, talked to some ding-dong who ran me in more circles and am now giving up. Terrible service and product isn't what it used to be.
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December 2021 by Cliff Ronald Treble
unsafe products. do not purchase from these scammers
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October 2021 by MIke Perry
SOOOO Disappointed in Customer ServeHate to do this, but Gregory gets what they deserve!!! CUSTOMER SERVICE AT GREGORY IS SOOO POOR! I Ordered a Zulu 35. They sent a Md/Large. When it arrived the hip belt felt too small (not on, rather above Hips). In consultation with Diana, she pushed for me to measure the belt webbing and they would send out an extension....explained that the the length of the hip belt was not the issue, so she said go to REI for a fitting. I did, as a result of a longer torso, we extended the length of the pack (past the large Icon) and was able to get the belt to the TOP of my hip bones. Further, REI suggested getting a hold of Diana and trying to exchange for a different pack or get a Lrg/XL Pack. So back to Diana I went, via email (9/28). Rather than read my extended email about what I learned, she said measure the webbing, we will send an extender (AHHHH!), then I've heard nothing!!! I asked for a call to discuss more, NOTHING!!! FAIR WARNING, the Zulu runs short for someone 5'11". I'll now try to get a Return Authorization. So sad to have a desired product and such bad Customer Service!!!
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October 2021 by Stephens Tanya
Less than a year old, my chest strap broke. They offered to replace it with a strap of a different color than my pack.
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August 2021 by Jordan Parker
incredibly service!
