Roam Customer Service experiences?

[7layerburrito]

Ordered an 83L, rugged mounts, lid organizer and sandwich plate hardware and then it never shipped. After a couple weeks, I emailed them and got a "whoops!" and it was sent out shortly thereafter.

Gear arrived and after trying to figure out how to attach the lid organizer, I learned it was an old, gen 1 83L that they haven't made in a few years as it doesn't have any way to mount the lid organizer. Also, the sandwich hardware never showed up.

The customer service has been slow and keeps overlooking details and Roam won't send me a new box until they receive the older, mis-sent one (which isn't unusual but it's been their massive screw up). The CS guy is nice but when you spend over eight hundred bucks it's a bummer to feel like you're chasing them down to fix their problems.

Question is, has anyone else had a bad customer service experience with Roam and should I just cut bait now and refund everything and go Pelican or something else? Feeling like an idiot for buying an expensive, "lifestyle" branded product already and getting the runaround didn't help. Thanks, folks.

 

[Pacific Northwest yetti]

That’s always a disheartening experience, when you spend more for a quality product. And then that happens. I don’t have any experience with Roam, or their gear. I am a diehard pelican case guy. Have used it hard, and never been disappointed. Personally, and professionally. But they aren’t as light as the Roam Stuff.

Hope you can get it resolved. Squeaky wheel gets the greease?

 

[7layerburrito]

Sometimes I'm too polite for my own good! I will say, I don't think I'd shop with them again -- really pricey stuff and just not a very capable operation.

 

[Pacific Northwest yetti]

Sometimes I'm too polite for my own good! I will say, I don't think I'd shop with them again -- really pricey stuff and just not a very capable operation.

Damn it, now I want a Burrito

 

[84scrambler]

I did a quick search on ROAM customer service and figure I add to an older post, so here is my unfortunate negative experience. Seems either I have back luck or they haven't improved on their customer service. I bought a case, inner mounting plate, and mounting brackets but unfortunately the mounting brackets came with a QC issue that I want replaced. I have been trying to get these brackets swapped out but cant get any traction with ROAM's customer service (took a week and half to respond to multiple emails followed by crickets). I really wanted to like their products but have been waiting two weeks now and having zero progress is ridiculous. I'm done with them, be curious to see if I can get an RMA number from them if they can't even respond to a simple warranty claim. Buyers beware..

 

[plh]

I have no experience with them, are they a 1 man show?

 

[jeepers29]

I have read many bad reviews about their CS. Enough that I will not do business with them.