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I ordered a Jumpable Plate Carrier for my body armor online in June from their website. I understand these might be a popular item and it may have been back ordered. It was not shipped to me in Afghanistan until August. When the package arrived it was not a complete order. The side plate pouches wern't in the box. After contacting Crye about the missing items I assume they shipped the pouches to the same address. It is now almost October and they want to start a claims process that will last over 70 days from the USPS. Also they told me they don't track USPS orders to an APO address I ordered the body armor carrier because I needed it for combat missions. Having the side plate pouches is a requirement for me to actually use this body armor carrier. By the time the claims process if over I will probably be back in the States trying to play catch up with my money. This is very typical of Crye Precision and how they handle their customers, take a look around the web at other postings. I have two other guys on my team who have had to deal with them in this way for their other products. One of them was for about $500 on 2 their combat uniforms. I would not suggest ordering anything from this company if you are overseas. Crye does not appear to be interested in helping individual soldiers who spend their own money on equipment. Crye does have some nice equipment, but after taking a closer look at what I spent almost $400 on it is not that special. Being an old parachute rigger I know I could sew one of these carriers up in about 3-4 hours from scratch with just a couple machines. All the material is easily available and can be ordered online directly from the mill. They are forcing me to cut up other equipment and take it to the sew shop on base in order to use the body armor carrier I paid for. Proceed with caution when ordering from Crye. I would suggest looking at London Bridge, Eagle Tactical or Patagonia to meet your equipment requirements.
I agree that Crye may have grown too quickly and perhaps have not managed their growth well. The calls mentioned above to "Beth" add testimony to this fact. I would doubt Beth would fit in well in any customer oriented team; however, she is probably a relative and you know how that goes.
Eventually the war will end and as such Crye will need to re-tool their attention to their new customers hunters, former GIs etc.. They'll either step up to the plate or they will be left behind. I hope they step up and knock it out of the park as I believe their products are far superior to any others currently on the market.
As in any organization, problems stem from the top, not the poor customer service rep at the bottom who is taking all the flack.
Obviously, the top management of Crye is not properly staffing their departments to "get the job done". If inquiries are not being responded to in a timely manner, additional staff should be assigned to ensure that proper communications are maintained. DON'T BLAME THE MESSENGER, customer service can only do its job if the proper tools are provided.
Additionally, if product is not being manufactured and shipped in a timely manner, blame the company management who is responsible for ensuring that their manufacturing and shipping departments are properly staffed to get the job done.
Crye Top Management! Wake up! And fix the problem. The troops need what you have to offer, but there are alternatives and even if your products are great, if your customers can't get them when they need them...who cares!
I disagree. I have always had excellent service with Crye Precision, always. They are a small company and everything is sourced and made in the USA, so of course there will be backordered products and for the top quality that they produce, there is no better company that I would ever choose.
Agreed...they have piss poor communication via phone...all calls go to Beth and she hardly ever picks up...then when you send an email with questions due to no phone conversation, she will only answer the question furthest away from the prime subject...very shallow customer service...we are hoping that she will be replaced by someone who is on the ball...and answers product questions...on another note when they generate shipments via UPS; they should auto send notifications of the tracking numer so the customer can keep track of these exspensive items...we dont need 2000.00 dollars of equipment sitting outside the door because we cannot get a tracking number. I have no qualms with the product, only the customer service.