Dakine

Opinions

• Robert Sheppard

  Jan, 24 2018
  ★ ☆ ☆ ☆ ☆
  Bought a jacket from them in January 2017. Ripped on the first use while skiing; I had owned the jacket less than two weeks. After applying through their warranty program, my claim was denied. I even asked if they could fix the jacket for a fee and they replied no, saying I should contact a local seamstress or send my jacket to another specialized repair company called Rainy Pass. I don't like leaving bad reviews and I refuse to leave them for poor service only, but a company's brand new product should not break after one use. And, at the very least, if it does, you should be able to fix it for free, or at the most, for a modest fee. Don't buy from this company; clearly they have low quality standards for their products and hold their customers in little regard. I will not be buying anything from them again.
• K Leung

  Dec, 16 2017
  ★ ☆ ☆ ☆ ☆
  Backpack purchased via eBags busted at the zipper less than a year into having it. Sent it back to Teri Winston in warranty at Dakine. Received some really weird emails back after a very long wait, including one that said, "Oh, that wasn't for you, just delete it and forget about it."
  
  Then nothing.
  
  Emails weren't returned, couldn't get through on the phone number she listed in her email signature line. Involved a family member to make contact and with persistence, finally got Ms. Winston on the phone and handling the warranty.
  
  Received an email with a "voucher" for the original value of the bag and a url to the warranty replacement bags. Of course to get a bag that's a current style means you have to wait for it to make it's debut on their site, so another wait ensued. Finally find a bag that works, coughed up an additional $5 since the original price covered under warranty doesn't meet the increase in prices since. Put in the order and waited. And waited. And waited.
  
  Five weeks go by and finally the bag arrives --at the wrong address. Told them that they needed to redirect the package to the address entered, told will have to wait a month for that to happen.
  
  Called again.
  
  Couldn't get through the new phone system. Tried dialing "1" for US customer service, automated system said it couldn't do that. Then dialed "3" to get the operator which is a receptionist glued to the desk. After complaining about the phone system and then stating the purpose of the call, was told to hold and wait for Sabrina. Who's Sabrina? Essentially Ms. Winston's supervisor.
  
  Waited.
  
  Receptionist comes back on the line says that Sabrina's not at her desk but she's there, wants a number to call back, when asked when, the response was unclear. When asked if Sabrina could be paged, told no. So now we wait. Some more.
  
  Honestly, for the prices and the hassle, get your stuff someplace else. The customer service and lack of follow-through isn't worth your hard earned money. There are plenty of places that know the meaning of customer service and quality products.
  

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