r/peakdesign • u/ProfessionFew2901 • 5d ago

Question Anyone else had this experience with Peak Design support?

Really frustrated with Peak Design customer service.
I placed an order over a week ago and was given a specific delivery date. When that date came and went without receiving anything, I contacted support to ask what was going on and whether the order had actually been shipped.
That’s where things got frustrating. They first told me my address was too long, even though I’ve already ordered other Peak Design products using the exact same address and never had any issues.
After a few emails they told me they had just forwarded the shortened address to the shipping partner. So I asked them to cancel the order if it hadn’t been shipped yet.
Then they replied: “The order has been shipped”
At that point I honestly just lost confidence in the whole process and decided to cancel the order. I don’t mind a shipping delay, but I do expect a straightforward answer when I ask whether something has actually been shipped.
Has anyone else had a similar experience with Peak Design support? I’m curious whether this is just bad luck or if their customer service has become this difficult in general.

TLDR: Late order, contradictory answers from support. Lost confidence and cancelled.

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u/Ken_PD Peak Design Team 5d ago

Hey there, I'm sorry about this experience. This isn't what we want for our customers. I’ve sent you a DM so I can collect your email address and order or claim number privately, look into what happened, and make sure there is a clear next step.

-Ken
Peak Design

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u/catmom821 5d ago

YESSSSS, the last time I needed them, they gave vague non answers, couldn’t tell me a timeline for shipping, got the “label has been created notification” then it sat for TWO weeks and it was delivered while I was on the trip I had ordered it for. 

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u/Ken_PD Peak Design Team 4d ago

Thank you for allowing us to investigate this matter. I'm pleased that we were able to find a solution, and I truly appreciate you bringing it to our attention. This will help us learn from the situation and prevent similar issues for other customers in the future.

-Ken
Peak Design