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UPDATE: The order return was eventually completed with the help of PayPal.

I received an order for a jacket that was too small. I have tried repeatedly to get them to supply the return authorization they say they require for returns and noone will respond despite multiple attempts. Please don't tell me it possibly went to spam either because I've checked daily. This company does not have a customer service team and is a SCAM. I would not recommend ordering from them.

The company is a scam and Better Business Bureau gives them an "F". They have no customer service. The same items can be found on Amazon 9x cheaper. I placed an order for four items and decided to cancel. I sent a total of 3 emails and 2 phone calls where a ticket was created to cancel the order. Three days later there is no response and I get another email from the company that the item sent. They had enough time to find, pack the item, and send it but not check their email for cancelation. Their policy: you can cancel before they send it otherwise you have to pay for return shipping AND the original shipping. What a scam.

I volunteer with the homeless in my town. I ran across these sleeping bags and bought 10. The people ate them up!!! They liked that they rolled up to the size of a soda can and can fit in your pocket! They were warm at night! I just ordered more!!

I am so frustrated with this company. I have called numerous times and keep getting a voicemail.
My 80 year old mother thought she was buying a buy one get one free puffle bag but after checking out she noticed it charged her for two orders. She immediately sent an email and got a response that the order would be corrected. They charged her and sent two orders. I stepped in to help and was able to get information on how to return these unopened puffle bags. The returns were accepted and signed on December 5th. My mother has not gotten her refund and once again I am trying to contact the company. After three calls and an email I got one text message response on Christmas day that said..

Hi, this is ____ from Sierra Madre, and we are just responding to a call you made that we missed. Please let us know if you need any assistance. You may also email us to ______
Thank you and have a Happy Holiday!

I sent a text back and called and still no response. Any suggestions on how to resolve this? They have all the items they charged my mom for but have not refunded her the $400+ they owe her.
~Julie

I have ordered a lot of product from Sierra Madre in the last few months. They have always been accurate on the products ordered and prompt on the shipping. I have found that the quality of their products is above standard and works exactly as described. Thank you Sierra Madre

cannot get in touch with anyone!!!! My order STILL has not arrived. Shipping had shown days ago to be within several hours, still have not received!!! Will someone PLEASE contact me???

I placed my order on Nov 18. I forwarded my order confirmation to the customer service email advising of the Canada Post strike and asking that they not ship USPS.

They never responded. That was three weeks ago.
They shipped the order USPS so my order has been sitting at the border since Nov 22. Which is what I knew would happen. That's why I emailed to ask it to not ship USPS.

No communication. No email to Canadian customers apologizing for any delays.

This is several Christmas gifts, that I was proactive in asking for an alternative shipping option for, that went completely ignored.

Additionally, the order confirmation encourages customers to reach out via Facebook Messenger. The automatic message advises that the inbox is not monitored "due to spam". Hmmmm..... could this "spam" actually be customers trying to get ahold of someone, anyone, because no one answers the emails?

At this point, I doubt there is even a customer service team.

Ive order two pure water straw and according to the track they are stuck in chicago since 22/11/2024.
Ive send multiple ticket to the client service and they never contact me back. I ask for a refund. If im not refunded or receive this won't be edit. ((As-you can see they respond to this here but NEVER contacted me !!))

Sierra Madre Research customer service told me I agreed to a free ‘15 day trial of WCS’ after which time a fee became payable if the trial was not cancelled. They had placed a separate, unauthorized charge of ~US$14 for it on my credit card fifteen days after my purchase of an item. I allegedly consented because the phrase was inconspicuously, without notice, inserted in my invoice. WCS - what's that? It appears nowhere on their site.
Silence is never consent to a contract. The charge may be recurring based on another’s comment.

Fifth Attempt copy-n-paste:
Trexie, this is my fifth attempt reaching out to Sierra Madre Research to STOP a $13.78 monthly recurring VISA debit, which I still have no idea what it is for. This began 07/2024, with your most recent debit 10/12/2024. FOUR MONTHS. As you can see below--my fourth attempt to reach you--I only became aware of this recurring charge upon a review of my September VISA statement, which I have disputed and continue to dispute each month since.
I am requesting that your firm:
1) Immediately STOP these recurring debit charges to my VISA
2) Credit my VISA for four months of charges
Please advise.
Thank you.

Fourth Attempt copy-n-paste:
This is my FOURTH attempt to reach Sierra Madre Research to investigate a recurring $13.78 VISA debit that I became aware of upon reviewing my Sept VISA statement. (Note, I have since become aware that you debited my VISA each month since july.)
My first attempt to reach you was via your website, as I cannot locate a customer service telephone number on your website, nor upon searching online. You responded with a ticket ID 1012656, stating "Someone from our Customer Service Team will review and respond shortly. Your Customer Support Rep, Thelma, responded that this charge was due to a free emergency sleeping bag I received, that included a complimentary 15 day trial membership to your "WCS program," and because I didn't cancel before the end of the trial period the monthly membership fee was applied. Following her email, I responded three times requesting a cancellation, as I was unaware of the program, do not know what the program is, and that there was nothing regarding this program in the screenshot of my free emergency sleeping bag order Thelma provided that mentioned the 15 day trial membership. Please confirm with me that you have removed me from your "WCS program." Please provide this confirmation to my email.
Note, I have disputed this charge once again with my VISA account, and will continue to do so if your monthly $13.78 debit continues. Thank you.

I have been a user of the Puffles for years with my first being an orange 20 deg down, then a blue 55 deg vegan and then a green 40 degree vegan. We have used on camping trips, backyard camping, sleeping on top of a sailboat in the Florida Keys and even recently on a family movie night. These are really versatile quilts and I’ve been impressed so far with the quality. No snags, loose threads, or any issues so far

I've been following Sierra Madre back when they were still plugging in email subscriptions into an excel file at sporting expos. From then to now, they've been exceptional in keeping focused on quality. I have had their pares hammock for roughly 9 years, and it still looks just as good as it did on day one. Since then I've bought their ninox and an xPlor. Both holding up well, convenient, and proven beneficial to have along on my adventures. Highly recommend Sierra Madre products. As they say, you get what you pay for, and everything I have purchased from them have been superior.

I really love the innovation of this company. It’s hard not to buy new gear. I currently own clothing, hammocks and accessories. The quality is top notch and the gear comes with set up videos so they don’t leave you hanging. I take my gear camping and when I travel.

It was very easy to find great gear for all my outdoor needs. I still love all of my Puffle's and they are holding up to the elements.

I see a lot of negative reviews, but the only issue for me was shipping time. But I've purchased twice over the past 3 years: first an order for two synthetic insulation 40-degree F Puffles, and then I realized that for winter camping I need the 0-degree Puffle. I love these things: I can do a single, or snap together two lighter Puffles, and for really cold weather, the 0-degree has been a lifesaver during snowy van trips. I've washed them several times (and air-dried) and have held up fantastic. Recently my van was broken into and ransacked...but luckily, I'd pulled the Puffles out to use at home!

All of my Sierra Madre Gear has worked wonderfully. I have pillows and puffles and hot pockets, too. They have all worked amazingly and are a core part of my camping kit.

SMR was once a solidly good company. With the switch to their membership platform they have fallen flat on their face. Shipping time has increased and customer service response is abysmal. They definitely don’t make returns easy. I give their Puffles 4 stars(I own 4) Great design but the down Puffles need a much tighter weave fabric to minimize down loss. It might work for synthetic but I don’t expect them to last decades like my Mountain Hardware sleeping bag. Also, I’m 5’3”, can’t imagine the work for any taller. They get me out back packing with 4 grandchildren in a 3p UL tent so I’m grateful for them.
I give the DelSur jacket 4.5 stars with a ding only for narrow shoulders. They stretch enough that it works but for a somewhat athletic customer base the geometry could improve slightly.
Now, for the Ember Jacket, a solid 1 star! It’s very similar to the DelSur but with a honking big battery pack that sits neatly in a pocket on my minimally padded sacrum. If you are slightly built enough to appreciate the extra warmth of a heated jacket you probably won’t appreciate the block banging on your spine. I’ll gladly carry half the weight of the battery pack in an extra puffy layer thank you very much. Now to get customer service to respond to my request for return authorization. I’m waiting….

Over the last several years, I have purchased several items. Won items in their gear give away, and had several discounts.

So far. I have four puffalo+ camp pillows, four 40⁰ down puffles, one 20⁰ synthetic puffle, gear stash, an xplor hammock, parres hammock, ninox hammock, and ninox fly.

All of them have been great. Admittedly, some of the stuff is more expensive than I would like. But all descent camping gear is. I take my puffles and at least one hammock everywhere I go.

I have NEVER had an issue with customer service, delivery, or payments. I love the company and will continue to order from them.

I have been a customer of Sierra Madre Research for years. My first experience was with the Pares Hammock and since I have purchased the Ninox set up, 4 Puffles, 3 Pufflo's and the Hot Pocket. Each and every product has served me well. They are innovative in design, well made and long lasting with great customer service. I highly recommend each and every product in their line up.

Just received my “emergency shelters” that I purchased from a Facebook advertisement. I felt the advertisement was misleading as the photo depicted a triangular shelter with stakes and poles. What I received were Mylar “blankets” to place into a sleeping bag or to wrap oneself into. Also it took 18 days from my order date to finally receive the “blankets”. Giving a 3 rating as these were very inexpensive, but I hope they are as warm as advertised. The photo was from the advertisement. What I received was tiny packaging entitled “emergency blanket”.