So I ordered a 20 degree zpacks bag about 9 weeks ago (5/18 to be exact) and have yet to receive it. They told me at first they were about 6-7 weeks due to the owners being on a trip. So I knew that going in. They asked me when I placed my order if I had a deadline that I needed the bag by. I thought I was being nice about it and chose to not give them a deadline as I didnt have anything planned that required that bag.
On 7/2 I sent an email asking for the status of my bag and if they could give me an estimate ship date. "It looks like we will be getting to your bag next week. Sorry for the delay, we've just been slammed." was the response I received which meant to me that it would be shipped the next week.
Then on 7/12 I inquired again and was told "My apologies for the delay. We are falling behind a bit. The good news is that your bag looks like it is going to be shipping out on Tuesday or Wednesday."
So when i didnt receive the bag or an email telling me it had shipped by Friday 7/18 I sent them another inquiry about my bag. And this is the response I get.
Good morning Troy,
I am really sorry about the delay, and misinformation. This is what happened.
We are completely out of Pertex GL shell fabric right now. We ordered more material way back on May 1st but it has taken forever to get to us (almost 3 months by the time it will reach us). The material is done finally and is shipping from Japan on Monday.
In the mean time, your sleeping bag was already cut out and was in the process of being made when Matt told you it would ship last Tuesday.
The problem is the seamster who was working on your bag decided he would switch it with a different order without telling us. We would not have been able to make the other customer's due date w/o doing the switch, due to the fabric shortage.
We do our best to make sure anyone who has requested their order for a trip gets it in time, and sometimes those orders have to be prioritized over orders that did not request a due date. Every customer is given the opportunity to request a due date, and we do our best to make the most customers happy.
I realize that in this case you got shafted. This is what I can do given the circumstances.
1) I could refund another $50 discount from your order to make it up to you. Your order will go out as soon as the Pertex GL material arrives.
2) I could do my best to piece together a bag using the remnants of material that I have left. I would likely have to do the outer shell in Gray .95 oz/sqyd Pertex Quantum. That material is a little stronger but would add about 1.25 ounces to your bag. It could ship Express in a day or two so that you have it for this weekend.
3) I could cancel / refund your order.
If you do decide to place any orders in the future I urge you to give us a due date. Even if it is just the date that happens to be 5 or 6 weeks out.
Best regards,
Joe Valesko
My problem here is I still have no solid date with the information they have given me. Just that the material is shipping from Japan today. I don't know if its coming on a slow boat from Japan or if its being shipped over night. Then you have the build time of the bag itself and then shipping to me.
So what would you guys do in this situation? Do you think what they are offering is fair compensation? I really want this bag and this is the largest investment in a bag I have ever made.