"Kayak Shed sets the bar for customer care. I contacted them today (on a Saturday) because my order was shown on Amazon as “delivered” on Friday and I hadn’t received it. I exchanged emails with Kate & Jake who told me not to worry, that they would reship Monday. They were almost too nice and too apologetic about it. Turns out my order was delivered Saturday afternoon but I ordered the wrong size. This is the reply I received emailing them to let them know I received the order but was too fat to fit into the apparel. I did not expect much since it was completely my fault and joked with em saying I would start a diet Monday. They wrote back:
“Hey Bruce,
Don't worry about dieting! We will send you a pair of NRS Men's Endurance Pants in XXL along with a return label for the pants you have now. They will be the 2016 model instead of the 2015 model, but we won't charge you anything additional.
Sorry for the sizing confusion on the website!
Take care and please let me know if I can help you with anything else.
-Kate”
Now this is simply unheard of. At the very least I expected to pay for return shipping, restocking and shipping of the new order plus perhaps an added cost for the larger size. I actually feel guilty. That’s why I immediately drafted this review…to ease my conscience. LOL! Nobody can do more than Kayak Shed did and I will not shop anywhere else from now on. What a wonderful place to shop. I am still stunned. Nobody is this nice, accommodating or committed to happy consumers like Kayak Shed. Next trip to Oregon I am gonna stop in and see them. They gotta be drinking on the job or something right? ROTF! Thanks you guys! Ya blew me away!!!
"
"Ordered the often-difficult-to-find Vibram FiveFingers from Kayak Shed. Received prompt confirmation of the order (within minutes of placing the order) and notice of shipment (1 day after placing the order). Utilized a free shipping offer on their site and received the product 4 days after placing the order. Pretty amazing for a cross-country shipment (Oregon to New Jersey)! I highly recommend their site."
"When I placed this order, the website advised that the product was in stock and would ship within 48 hours. A week later, I hadn't received anything, so I wrote an email asking for information. I didn't hear anything back, so I wrote another email a few days later. The response I received blamed the manufacturer for a shipping delay and said that the product was on back order, but would surely ship no later than Jan 15, that is three weeks after my initial order. On Jan 15, when the product still had not shipped, I wrote the company and told them to please cancel my order. I had looked on the website, which now stated a mid-February shipping date for the product. I expressed my reasons for dissatisfaction clearly and stated plainly that I wanted the order cancelled. The reply said that there was a waiting list of thousands for the shoes that I ordered, and that if I really wanted to give up my place in line, that I could cancel the order. (I thought that was exactly what I had done!) This reply blamed on an automatic notification system that had somehow failed to automatically notify me about the delays. The company never took responsibility for a misleading statement that the product was available, which is the only reason that I bought from them rather than from a different supplier, who could have actually fulfilled my order much sooner. A few days later, I got an email asking me for a correction to my billing information. Since I did want the product, I decided to just give it, even though I had previously asked that the order be cancelled. On Feb 2nd, I received an email saying that the shoes had been mailed out. Then today, Feb 5th, I got a new email saying that the package was shipped today. Using the tracking number they provided, I can see that it was actually shipped out on the 2nd, but this is just one more example of the incredibly bad communication with this company. I have no idea how large a shop it really is, but the total lack of professionalism I encountered in doing this transaction gives the impression that this is someone's hobby being run out of their garage. I am not usually one to complain, but this was one of the most frustrating purchases I've ever made online. I needed these shoes weeks ago, and I could have had them if I hadn't believed the company's fraudulent initial claim that they were in stock. "
"I needed to change an order (change a size on shoes) that had been backordered. My call was immediately answered by a rep who changed the order, and sent me a revised email confirmation. He even apologized for the delay it would cause which was not their fault, but mine. Can't ask for better service."