Beware ! ! ! horrible customer service, warranty lies and cheap craftsmanship! - Black Diamond Mission Shell - Men's

When you pay for a top of a line jacket, you expect top of line Quality and Customer Care. Not here! I’ve had this jacket for 6 years (3 years during COVID in the closet). The amount of use for this jacket was not even close to one full season in total rides.

Craftsmanship/Quality
You would think their top of the line jacket would be able to withstand at least a seasons worth of snow. The main zipper malfunctioned time and again. The seam separated beneath the zipper that is suppose to block out snow. The entire shell in different areas from the arms, back and even hood has bubbles. This caused my second layer underneath to be fully wet in a mater of an hour.

Warranty
When I purchased this jacket, I made sure to screen capture their warranty. It stated
“We trust what we make because we use what we make. If for any reason, you’re not 100% satisfied with your Black Diamond apparel, we’ll repair, replace, or refund it. No charge, No fine print. No debate. Guaranteed.”

Customer Service
Well that was a load of BS. I gave them a call and the CSR didn’t want to listen to me and even hung up on me. They of course debated with me and even though I sent my jacket in with photos and the problems, they returned it saying ‘ we did our best and the only thing we can do is repair the zipper. you should be happy that you got 6 years out of it.’
Funny even though I told them about their apparel warranty and said we literally have been in COVID lock down for years and the use of this jacket has been minimal at best, the CSR/Warranty team was rude, hung up on me and didn’t care to honor their warranty. They have thus far changed their warranty now to 1 year. Look at other competitors and you’ll see that their warranties are far superior as well as their customer service.

This was the first time and the last time I will buy from a company that doesn’t value their customers and I would warn you to look at their fine print because Black Diamond obviously doesn’t understand or care about repeat customers or how to treat them.