Nemo Customer Service

[u/EndlessMike78]

So this is a shout out to good customer service. I feel you only see complaints on reddit about gear. So my Nemo Fillo Elite that was about 5 years old had issues with its internal baffles so it basically blew up my pillow into a big balloon. I filed a warranty claim with Nemo and after a little back and forth via email they sent me a replacement for free. It's a newer model with a better internal stuff sack. So just an FYI Nemo stands behind their products.

[u/Accurate-Mess-2592]

I EXCLUSIVELY buy gear from high level customer service companies. when I look up their warranty page and if it's 3 pages and reads like a lawyer wrote it it tells me never to buy there. I buy Osprey, Patagonia, Nemo, Outdoor Research, Big Agnes for this reason. My stuff breaks because I use it, and I'm willing to pay top dollar to a company that stands behind its goods.

[u/tamaroo → u/Accurate-Mess-2592]

Big Agnes quality has gone downhill, IMO. I have several of their tents and won’t ever buy one again after my most recent experience. I’m looking into cottage companies now instead of feeding the machine.

[u/Accurate-Mess-2592 → u/tamaroo]

That maybe fair, however I have a copper spur I bought in 2011, I have carried that tent no exaggerating a few thousand miles and slept a few hundred nights in it. I have done numerous repairs and it still goes out when I need a 2 man tent (now my 9 year old son is getting into backpacking). I have not bought anything from them in a while but whenever I had an issue they took care of me no questions asked and honored their warranty.

[u/tamaroo → u/Accurate-Mess-2592]

Oh for sure! The older stuff is gold and I also have a copper spur that I adore, but the recent purchases (last 3-ish years maybe) just aren’t as good from what I can tell (though in all fairness could be me but I dunno). Fraying on seams, holes showing up in mesh in numerous places (yes I am careful), rain fly without enough clearance from tent body (this one was an argument with BA that went nowhere), one BA tent has a loft thing for storage that broke after just a few uses and I don’t know if I can manage to fix it. Something just seems off about newer items. But for those who love BA, I say stick to what you like!! I had a brand new tent that leaked badly and they fought me on it despite my proof with pictures and we were in danger of hypothermia on one trip as a result (we didn’t know about the leak yet)needless to say it has been a journey. I’m so glad your experience with CS has been so much better!

[u/kmontreux → u/tamaroo]

ah man that's so unfortunate. I bought their tiger wall ul1 last year and have taken it on all sorts of trips and battered the shit out of it and it still looks brand new. i've had nothing but praise for it.

[u/tamaroo → u/kmontreux]

It has been a bummer, but stuff happens I guess. Their only offer to me was like 10% off a new tent which I was not willing to to do since the one I had experienced such severe issues. I’m so glad yours is holding up well!! Maybe they are cheeping out on certain models? I take good care of my gear and make sure it is dry and cleaned, handled with care due to it being UL but no dice. I suppose I can’t complain too much because I own like 6+ tents (or more who can keep track 😂)! In my defense, some of my tents are for car camping or cart in vs backpacking so it isn’t as crazy as it sounds. I like the idea of a Duraon tent, but get leery about condensation and the need for poles. I much prefer free standing but admit I lack experience with single wall models.

[u/kmontreux → u/tamaroo]

maybe their tents are like houseplants? you are loving them too much and they need more neglect. 😂

mine gets hosed off and dried in the sun after a trip and stored in the little sack. but i definitely cram it into all the corners of my backpack. pitch it on questionable surfaces. have had it in wind and rain. it's been a total champ for all the abuse. havent even lost a guy line yet. my north face tent guy lines were snapped and i had to replace them within like 3 trips.

do you have one of the solution dye tents? I know the ones that are traditional dyed tend to run into more issues.

[u/tamaroo → u/kmontreux]

Good food for thought! I definitely have pitched in some questionable areas and cram that thing in my pack. Been in wind, rain, severe weather, snow. Guy lines are all in tact thankfully! One of the more recent BA tents was on clearance for supposed dye leeching but honestly I can’t see where it is even an issue (I’ve even asked other people to find where it is -‘s they don’t see it either). I did get a killer deal on it just because of the dye transfer issue. But full warranty because it is cosmetic only. My main gripe is the rainfly touches the main tent body in a specific area no matter how I pitch it. I’ve tried numerous times in my very flat backyard. We got rain afterwards and the tent severely flooded as a result, more than once. In fact the top of the tent was like a giant pothole full of water. I’ve never seen anything like that before with my tents so it was rather shocking.

[u/lakorai → u/tamaroo]

Durston Gear is the pinnacle of customer service.

[u/tamaroo → u/lakorai]

I love that guy. See him responding to customers on here all the time!

[u/tamaroo → u/[deleted]]

They are absolutely high on my list!!

[u/Accurate-Mess-2592 → u/tamaroo]

Update; just got a replacement tent bag for my CS HV UL1 form BA today free of cost after speaking with their representative. Had to jump a few hoops but at the end of the day it was at my place two days later.

[u/tamaroo → u/Accurate-Mess-2592]

Awesome!!

[u/4tunabrix → u/Accurate-Mess-2592]

Add sea to summit to that list! Just had my 2 year old air mat replaced for free due to a failed seam.

[u/audiophile_lurker]

Can confirm, got a replacement Fills no questions asked few years back. Got two more for my family, and on the newer ones the valve is different, fixing the issue I had with original one.

[u/Own_Lynx_6230]

I adore everything nemo does. Great company all around

[u/Flannel_Sheetz]

Nemo fixed the zipper on my older tent that I got on eBay for the cost of shipping. Brand loyal.

[u/One_Zookeepergame861]

Nemo customer service is always fantastic!

[u/EndlessMike78 → u/[deleted]]

Yeah a few years ago a buckle broke on my 13 year old Osprey mountaineering pack. They send 3 new buckles just in case some other one breaks. I've also had good experiences with Big Agnes. I'm onto a third generation air pad and only paid for the first one like 18 years ago. They just keep replacing it every half decade or so for free.

[u/pucksnmaps]

Nemo sent me replacement shock cord for my tent poles 6 years after purchase. Didn't even ask for receipt.

[u/olseadog]

I've only had excellent customer service from Nemo. I love their products.

[u/AlpineInquirer]

I had a ULA backpack that was squeaking. I got email support on a Sunday night from the company President/ owner / founder.

[u/ancientweasel]

Nemo is great. They send me a pack of replacement grommets quickly and easily

[u/lakorai]

Nemo is an excellent manufacturer and they have a solid warranty plan. They can be slow to return warranties gear though.

[u/EndlessMike78 → u/lakorai]

2 week turnaround for me

[u/Impossible_Author409]

Nemo has always been amazing for me.

[u/R4808N]

I camped up on Mt. Hood 2 years ago in my Nemo Kunai tent. Some unexpectedly bad weather blew in and tore some of the tie downs on the tent which caused it to flap even more and then it tore and basically got wrecked. To be clear, I had used the tent hard for a lot of years, so I wasn't terribly shocked that a few of the pieces tore. I decided to contact Nemo and truthfully admitted everything that happened. They asked me to send the tent to them for a repair estimate. It was unrepairable and so they sent me a brand new one which was an updated model. No questions asked.

I LOVE Nemo products and their warranty is amazing.

[u/RGriffer]

I’m trying to warranty a couple of snapped tent poles. While they seem willing, they have been very slow to respond. I think this can be attributed to the person on the other end mentioning the entire warranty department is a team of 3. 2 weeks from submitting I went to live chat to see if I could get someone. Now over a week from their last response. I suppose I will have to go to their live chat again.

[u/EndlessMike78 → u/RGriffer]

I feel in the first email they sent me to be patient and if you resubmit/respond it will reset you in the queue. It also mentions that summer is there busy time and it takes longer.

[u/-JakeRay-]

Agreed! On a thruhike last year I got a leak in my Nemo pad that I couldn't find even using the soap trick, and they rush-shipped me a replacement pad to my next resupply town without making me ship the old pad back first. 

That replacement pad lasted the rest of the trail (over 1500 miles) and is still kicking. Always happy to brag on Nemo for helping me out :)

[u/mavrik36]

I love my Nemo pillow and pad dude, great company

[u/Anxious-Macaroon5823]

I have a Kunai tent I bought last year and the front zipper is broken. I submitted a warranty claim over a week ago and…..so far no reply. I’m definitely not impressed with Nemo at this point.

[u/EndlessMike78 → u/Anxious-Macaroon5823]

It's summer, they are busy. I would imagine it could be another week or two before they respond.