Massdrop x Klymit Ultralight V Sleeping Pad Discussions | Drop

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Massdrop x Klymit Ultralight V Sleeping Pad

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brx017

Jul 28, 2017

Dear @DannyMilks, I work in product development for a manufacturing company. I understand delays happen, especially when sourcing from overseas vendors. I have previously worked in retail, e-commerce and order fulfillment as well. I know what it's like to be stuck between a rock and a hard place in circumstances beyond your control. I've been the guy who is the only "customer-facing" representative and get to catch the grief of disgruntled customers. So for that I truly can empathize with you. If you’ve never been there, you can’t imagine what it’s like.
With that being said, I feel like I have been more than reasonably patient. All I want is to receive what I’m sure is going to be an awesome sleeping pad. I haven’t asked for any kind of additional compensation up to this point, I just want the product I ordered 162 days ago, which was expected to ship 56 days ago. And if that isn’t possible, some complete and transparent information regarding the status of my order would be appreciated.
I requested an explanation about why I got a UPS tracking number from UPS saying my label was created 10 days ago but my pad was never shipped out. Neither yourself or Community Service gave me any kind of explanation. I can only assume at this point that mine was one of the pads double-shipped to another customer, since you said in the July 19th update that the last shipment was going out shortly.
I read in several comment responses that klymit had extras laying around to exchange for people that didn't like their long/wide pad. That is what I ordered, so why didn’t I get shipped one of those extra pads?
After reaching out to Community Service to inquire about my order, I got a message saying they would look into it, then.... CRICKETS. I patiently waited before I followed up with them 3 days later, and only then was I told to keep an eye out for an update from their logistics team. Then late last night I get an email that says the new shipping date will be AUGUST 11TH, along with another required FTC opt-in. What the heck happened with my first FTC opt-in? I have done business e-commerce shipping with UPS. If there was a label created for my order in UPS WorldShip on July 18th, that should have meant my product was in-house that day. So why should I be waiting ANOTHER month for ANOTHER shipment to get my order?
I am very disappointed if this is truly the case. I have a father-daughter backpacking trip planned to the Linville Gorge for August 11th – 13th. I’m hoping to watch the Perseid meteor shower atop Hawksbill with my six year old girl. This will be her first backpacking trip and I’d hoped to make it one she will never forget. That being said, even overnight shipping wouldn’t work from Utah to North Carolina on August 11th. Not to mention I have ZERO confidence in Massdrop promised ship dates any more anyway.
Danny, I am not upset with you personally and I don’t hold you accountable. You seem like a super nice guy. My order fell through the cracks. It happens. I know you are just the fall guy with this drop. I’m not looking for an apology either. I’m just looking for a prompt resolution to my outstanding order. Is there any way that someone from either Massdrop or klymit can find one long/wide pad, stick it in a box and send it to me in the next week or so? If not, can I please be told that there are no pads left and that I am going to have to wait until Mid-August. I just need to know so I can come up with a contingency plan for my trip.
Please help me out Man, from one backpacking Dad to another. I’m reaching out to you because it seems Community Service doesn’t really know what’s going on. I will be copying this message to them however, in the event they decide to try and help me out.
Thanks, Brooks

Jul 28, 2017

Ostar

Jul 31, 2017

brx017Hey Brooks,
I received a duplicate pad, I think it's just a regular though. If you want it, I'll send it out to you so you can have a pad for your upcoming trip with your daughter, which sounds like an amazing time :) We can find a way to exchange info later if interested. Take care man.
Andrew

Jul 31, 2017

brx017

Aug 4, 2017

OstarAndrew, Thanks so much for the offer but it's all good. I'm just gonna wait it out with Massdrop I guess. What's another month, right? Good thing this pad is insulated, I'm gonna need it by the time I get to use it!
I have an uninsulated pad I can use on our trip, and I've talked my daughter into sleeping in the hammock above me. I made her an underquilt over the weekend, so we're covered. She likes the idea of camping "bunk beds", haha.

Aug 4, 2017

Ostar

Aug 7, 2017

brx017Oh ok, glad you have a backup. Nice creativity and coming up with the 'bunk beds' plan :) Take care and have a great trip!

Aug 7, 2017

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