Black Diamond Equipment Reviews 68

I placed an order on January 9th (Order EU127232P) from Black Diamond Equipment Europe GmbH, and more than two months later the parcel has still not been delivered.

After waiting several weeks without any update, I contacted customer service. During the process I received contradictory information about the location of the parcel. At one point I was told that the package was ready for pickup at a collection point, but when I contacted the courier directly they confirmed that the parcel could not be located and that going there would be pointless.

Customer service later informed me that an investigation had been opened with the courier. However, despite multiple follow-ups, I have received no investigation reference number, no clear timeline, and no concrete update on the situation.

Given that the parcel has been missing for such a long time, I have now requested a refund instead of a replacement.

Unfortunately, communication has been extremely slow, with long delays between responses and no concrete resolution so far.

Considering the reputation of the brand, this experience has been very disappointing. I hope the situation will finally be resolved soon.

A very unpleasant, time consuming and frustrating experience. I would not recommend buying anything online from BD. I am still yet to receive my order. I have had no updates from the shipment provider but have been told it has now been delivered to a shop for me to collect. However without a code/QR code the shop won't hand it over to me. I can't order a replacement from elsewhere because BD haven't offered a refund and it has now meant me spending unwanted amounts of money on hiring gear so that I don't completely waste my ski touring trips. I'm really hoping this gets resolved ASAP. 3 weeks since ordering and I haven't received it.

I ordered and received a Access 2.0 Hoody Product is as described. I'm very happy with the product.

Sizing was a problem, but their return process was flawless.

Biggest problem was their shipping. On the first order, I paid extra for 2 day expedited shipping. The package arrived 5 days from order. I returned it for sizing and ordered another size. Needing the jacket for an outside event, I paid $120 for 1 day shipping. the package arrived in 5 days.

Moral of the story...don't pay premium prices for expedited shipping.

Fast shipment.

Absolute 5 star experience!!! I've owned a BD Headlamp for a while now, I contacted them requesting assistance with replacement parts since my clip on the battery door of the headlamp had broken. I submitted pictures requesting a price for parts. I was informed the parts were no longer available and they offered to make a one time exception and replace the headlamp at no cost. Communication was fast and direct and the replacement arrived very quickly! I already loved Black Diamond headlamps but will definitely point more people toward Black Diamond!

Terrible. Do not order anything from Black Diamond. They have the wisrt customer service. They do not respond to emails or answer the phone. They do not aknowledge orders. In short they do absolutely nothing. Again - DO NOT ORDER ANYTHING FROM BLACK DIAMOND - THEY WILL LET YOUR DOWN

I contacted BD to return a Guide BT Beacon under warranty. Despite claiming to have set up a Parcelforce pickup in the UK, I took a day of work but no pickup.
BD customer support is very slow. What, 5 DAYS?

I don’t usually write company reviews but this was and still is one of the most unprofessional customer service experiences I had. After promising to check out my order status (hasn’t been sent for 2 weeks after the order was placed!), started ghosting me completely. I requested a refund, I hope I manage to get it at all

Horrible experience! I have not recieved my package after three weeks, no UPS tracking number and custmer service just answers nonsens. Tried to call them 10 times no answer. Will never buy from them again, big scam! // angry Andreas Lindén

!!! ZERO STARS !!!

!!! WARNING !!!

!!! DO NOT RISK YOUR MONEY !!!

!!! THE COURIER UPS DID NOT SEND ANY NOTIFICATIONS !!!

!!! THE COURIER UPS DELIVERED THE ORDER TO THE WRONG ADDRESS !!!

!!! BLACK DIAMOND CUSTOMER SERVICES WERE NOT HELPFUL !!!

!!! STILL WAITING FOR A FULL REFUND FROM BLACK DIAMOND !!!

Ordered 2 T Shirts. Money taken from account promptly. 5 days predicted delivery to the UK. 40 days later no T Shirts and the customer support ignoring me. A company with a great heritage setting fire to their own reputation.

NEVER AGAIN - First the rubber tips are quite expensive - the cost has gone up dramatically. I decided to go ahead and order the one set of RUBBER TIPS $14.95 we’ll get this …. S/H was over $16 CAN YOU BELIEVE THAT!!!

Black Diamond - No More I will go to local store - family owned hunting/sports store and I prefer Not Black Diamond!

Zero response from Warranty department, It’s nearly been 7 weeks since I opened the case. Second pair of Z Carbon Poles that have broken, first set I didn’t even realise there was a 2 year warranty so BD got away with that. I’ve chased a couple of times but just no response, terrible customer service! My case Number is 8293WHYIV in case anyone from BD is interested.

I’m glad that I have an opportunity to leave an honest review for Black Diamond hiking equipment.

I bought my first two trekking poles as I was a beginning hiker and now I hike a lot more but I was thrilled to get them and I was told Black Diamond was really good and I bought them from Big 5 Sporting Goods in Newport Oregon.
I went on a trip to Zion and broke the tip immediately and no, it was not in the Riverwalk. I talked to a guy at the store there who said oh don’t worry they’re such a good company. I used to work for them here in Utah. They guarantee everything and they pretty much guarantee for life just contact them. They’ll help you. I even bought a second pair on his advice while I was there so I had a second pair since they were such a good company and then I would get help with the broken pole. When I got back home.

Fast-forward a little here, I contacted the Black Diamond company and they had absolutely no phone support. Only email. I went through several people asking for pictures and videos, which I did. They kept ignoring me and ignoring me and making it very difficult for me, telling me they would get back to me or asking me for more information that I just didn’t have in order to get out of it. In the end, I got frustrated and upset and they completely blocked me and did not help me at all. I hate this company and I will never purchase another item from them just for that.
You could tell they didn’t want to do any phone support. They only wanted to do email. It was easier and they were so worried about political correctness, but couldn’t care the least bit about helping you, very indicative of today’s thinking.

Now giving credit where it’s due, I will give huge credit to Big 5 which I will be giving a great review too. They not only took back the broken pole and gave me a new pole separating a set and then when I had a problem again with Black Diamond equipment twice now I was able to go back to Big 5 again and they had empathy for the situation I have been through because they knew the whole story.

In conclusion, Black Diamond is NOT a good company. Their equipment is not good at least anymore and their support service and public relations is absolutely horrible. They are no different than someone who sells you a messed up car and then said sorry you already paid for it. Do not go with them!!! Untrustworthy!!

Had an issue with one of the hiking poles I used in the Grand Canyon and when I inquired about a replacement they sent me an entire new pair! Great customer service and excellent hiking poles...we picked up 5 sets for our friends and family...

I contacted BD with an enquiry about the Technician Alpine Pants for women, which were wrongly described on the company's website. The features listed applied to the men's pants, which were quite different. My email was clearly headed with the exact product name. After FOUR WEEKS, I finally received a response: "Could you please clarify which specific pants you're referring to?"! So, not only a misleading product description (breaking the laws on distance selling), but a heavily delayed and utterly inane response. I shan't be buying anything.....
It got worse. After I'd responded, the next email said the product was no longer available. I pointed out that it was still being advertised for sale on their website. So then they said that was only in the EU, so I should contact the EU customer service address. Which was, of course, the address I had been contacting all along and which the replies had come from! I pointed this out, but they haven't bothered to respond. Utterly dreadful.

My walking poles were replaced within a week after a problem with one of them. Excellent service!!! I was a no questions exchange - perfect.

Order a crossbar for my long distance BD tent. Got it perfectly wrapped and fast. Not a supe expensive buy but perfect transaction.

Poor customer service on Warranty of Black Diamond shoes.The shoes leaked after owning them for 8 months.Warranty dept told me to waterproof them with Nikwax because they were NOT covered under normal wear.Pretty poor warranty and customer service.I would not recommend Black Diamond products for reasons stated.

Purchased a pair of their very expensive heated gloves which failed after very light use and inside the warranty period. Following many emails and a telephone call they offered me a voucher, but of course they stopped making any heated gloves (I wonder why?) so no replacement or refund. To top it all they insisted that I pay for return shipping!
I was a big fan of this brand :-(