ComplaintsforNEMO Equipment, Inc.
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Complaint Details
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Initial Complaint
01/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Our sleeping pad that we use backpacking in the mountains got a leak in the valve. We contacted NEMO after returning to file a warranty claim. We sent photos and spoke with a representative about it. She said send it to them and they will fix it. Since then we have not heard back and they closed our warranty claim case. We have tried calling, sent multiple emails and even tried opening a new claim. They close our claim right away and never return emails or calls. It’s a very expensive sleeping pad with a lifetime warranty against product defects that’s why we purchased this item.Business response
01/17/2023
We were first in touch with Mr. *****'s wife ******* in late July and put together a warranty claim for them to send their pad in. We did receive and process their defective Quasar pad in late August 2022 however our email confirming this receipt bounced due to a typo. We were recently in touch with Mr. ***** confirming that the pad was processed and we'll be replacing it on 1/12/2023 and set up a replacement order for them. This correspondence is attached to this email.
This replacement pad shipped on 1/13 and shipping confirmation was sent to ******* ***** same day, which is also attached.
Please let us know if anything else is required!
Customer response
01/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.