Rab Omdömen 1 257

My down jacket developed a 3-4inch hole on the back of the jacket caused from a unprotected Velcro strip on the back of the hood, which in my opinion was in a pointless position and served no purpose what so ever, so it was a design flaw, Rab state they have a lifetime warranty for items that develop and fail due to manufacturing of their items, this was clearly a manufacturer fault because if the velcro strip had not been put in this position in the first place as mentioned it as it served no purpose let alone being unprotected the hole would not have developed. They have repaired the hole along with the holes caused by the wire in the peak of the hood which again was caused by not being protected, but these faults should never of happened in the first place. I wasn't contacted to discuss the repair in any case let alone a replacement which is what should have been offered.
I too like many others have been a life long loyal user of Rab equipment and this is the first time I have had to contact them with an issue but feel their customer service is poor and the lifetime warranty not worth the paper it's written as the saying goes.I had issues with only a hand full of items letting me down in the past from other manufacturers/ competitors and they actually stood by their warranty and replaced the items no quibble regardless of condition but I was told by the Rab service centre manger "unlike other frivolous competitors" we will repair not replace !!... Very poor customer service......I will no longer be purchasing Rab or lowe alpine equipment, I will take my custom elsewhere now to those frivolous competitors who do actually stand by their warranty offered!!.

Genuinely amazing repair service. My down jacket got shedded by our puppy, debated buying a replacement but thought I’d see if it was repairable. Paid what I thought it would be only to have an email saying they’d used a lot less and refunded the difference. You’d never know the damage was there before, such an impressive service - thank you.

I used to love Rab gear, but my relationship with them has been soured. I had a £300 jacket for less than 10 months, and the stitching came undone. I went through the website for a repair, only to find out because it was under a year old, I couldn't send it to them. Even though the website promised a 'quick' resolution, I had to send it back to the retailer so they could send it to Rab, and wait for Rab to send it back to them. I explained I'm autistic and I don't understand why the say it's quicker, when it's clearly not. They replied, we are busy, you can send it to us if you want.....firstly appealing customer service, secondly I can't send it to you, the form won't let me. So rude and wrong. Appalling.

Recently returned a jacket with a faulty zip. Replaced the jacket like for like with no quibble, and recycled the old one. Brilliant service.

Simply the best cold weather clothing. Fast delivery, great customer relations, super quality and value.

Sent my Rab waterproof shell for a wash - it was £200 and is 5 years old. Used regularly for day to day with an annual week walking holiday in the lakes. I’ve proofed it a few times, but heard of the service centre and thought I’d let them wash and proof it for a change and to see the difference, especially as in the last month it has become completely non-waterproof.

The response I got after I’d been without the jacket for around a week:

“We are contacting you regarding your recent Rab Repair service request. Due to the garment's used condition, we can't go ahead with a wash without the risk of damaging it further.

Some options for you:

Refund the wash and send the jacket back to you.
Refund the wash, keep the item and as a gesture of goodwill, send you a 25% voucher code towards a new down jacket to be used on the Rab website for taking part in the recycling process.”

The only ‘damage’ to the coat is part of the waterproof seal around the neck/shoulder is peeling. I’m not totally sure what the point of a service/repair offering is, if they won’t wash a worn item, and won’t suggest ways it can be repaired (I can only assume they wouldn’t repair it, there is no option for the peeling section on their service page). I’d hoped if it needed fixing they would contact suggesting it was and provide a price. This isn’t the case - just refused the wash and offered to ‘recycle’ for 25% off a down jacket?! It’s a waterproof I need.

I’ve had Sprayway waterproof last far longer, with less care than I’ve given this jacket. I thought the price of it made it a premium brand with great service, but it’s not the case. I won’t be buying Rab again - can’t recommend at all after this experience!

Excellent service, can’t have topped it!
I had a small tear in my jacket from snagging it on a craggy wall. I thought I was going to have to patch repair until someone mentioned Rab’s repair service. The coat was returned to me within about a week and they appear to have replaced the full panel. Absolutely no way of telling there has ever been a tear.
I also had a missing pocket pull tag after mine got stuff in the dryer. I cheekily asked if they could possibly add a new and my jacket came back with a new one added. Can’t fault the service at all, despite being called Karen

Needed a zip repair on my two year old waterproof. A pleasure to deal with people who couldn’t have been more helpful. Delighted with the service I received from Rab.
Steve. Leeds

Great communication. Easy to use returns service and top quality products. Cannot fault Rab. Will be shopping again.

I've used Rab clothing for years. The quality has plummeted through the floor. I've had two down jackets and there are massive gaps inside where the down has clumped up, leaving areas with no insulation.

Honestly can’t see where the repair is. Looks like new! Thank you Holly, great work!

Would Recommend this Service at Rab ,sent my second coat back now.one thing I wish they would do is send a email to me confirming they’ve received my item .instead of waiting the 4 weeks for the carrier to confirm when there delivering it back.

I have used the repair service twice now and have been delighted with the efficiency and the results. I'm now looking forward to having my watherproofs washed and reproofed. Great value for money and simple service to use :D

My partner sent away my torn jacket for a year repair. My favourite jacket was torn when I fell carrying my daughter on the snow on holiday. I have just received it back and WOW the work conducted was amazing you can’t even see where the damage was. Great job and great service at a very reasonable price!!!

Got a rab electron coat for Christmas 2 years ago. Initially it was okay. But after a year I noticed the goose fill of the coat was minimal, making it barely warm, it leaks when raining and the logo is peeling off.

Not impressed for what should be a premium brand…. Get a northface

RAB could not offer a better service, or value for money. Their products are innovative, highly efficient & really well designed. Staff well informed & helpful. They take on the responsibility for prolonging the useful life of what you’ve purchased. I wish all companies were like RAB. Brilliant company.

The quality of material is highly recommended ,happy with the purchase

I recently used the the Rab Ascent 900 to Bivy out around 4000m the the alps, it was a break in a recent storm and we decided to make a break for the weather window. The ascent was long, hard and when the sun dropped behind the mountains it got cold, quick. My gloves froze on my hands on the final climb as the temperature dropped to -7C. However, once we dug out the bivy spot, got into the Rab Ascent 900 sleeping bag, things started to warm up very quickly. even with constant spin drift, high winds (which were not forecasted) and the huge drop in temperature I managed to get around 3-4 hours sleep which in those conditions is a plus! During the night even with the Bivy bag on, both bags froze but quickly thawed out in the first light of the sun. I would definitely recommend this bag to anyone and will definitely be buying another Rab sleeping bag in the coming future for bigger expeditions.

Superb service! I submitted my down jacket, after 4 years of regular use, for a zip replacement. I received an email that only the runner was defective and I would receive a refund for the difference of a new zip. On top of that, the logo on the breast had been pulled off when an enthusiastic covid administer slapped a sticker on top of it. Lo and behold the jacket now sports a new logo. To be honest, I'm not sure they didn't replace mine with a brand new jacket; it looks like one. Thank you, Holly! To add, the service is slick and efficient from start to finish.

They are the best jackets I've ever owned and they have incredible customer service. Will be back.