jongillham
Registered
Kind of a long story but bear with me… it might save a whole lot of frustration.
The short story:
Via their website I ordered a custom made wetsuit from 5.5mm/3D neoprene in Grey/Red. I ended up spending +$620 (ouch) and have a non custom made suit from cheap neoprene that went from 5mm to 2mm in 15 (fifteen) dives.
The long story:
When the first suit arrived it wasn't the color I had ordered. Instead of telling me that red wasn't available in 3D they substituted it for pink. The limited color choices for 3D weren't mentioned on their website, and they didn't send me a picture of available colors until after I received it.
Even though it was the wrong color I decided to keep it and took it on a trip. After 3 dives the main back zipper broke open and the seam weld points started to peel off. The zipper repeatedly came open after that point. I contacted them and their suggestion was to replace the zip. Since I didn't buy a repaired suit they eventually agreed to replace it.
I shipped the defective one back to them at my expense as their courier service never contacted me as they told me would happen! I asked them to please allow me to choose the color this time but they refused and told me they would only replace it with the same material and color I originally picked.. which would be pink again. After a few more emails they stopped responding. I was $620 out of pocket ($481.88 plus $140 return shipping) with no wetsuit and they aren't replying. Awesome!
Then a few weeks later a black wetsuit appears. Of course I'm relieved and I naturally assume it's the 3D neoprene, though I had suspicions it wasn't custom made as I had not requested arm zippers and this suit had them.
I've just returned from Lembeh where I used the wetsuit. On the 3rd day (after 7 dives) I noticed that it was getting a lot thinner. After 2 more days it was getting really thin, and around the same time the owner of the resort asks me how I like it (he's very familiar with Nemo). I show him how thin it is and he says 'Yeah, but that's the cheap neoprene, maybe $120 suit.' I guess that explains why the first suit didn't compress after 3 days. He winced when I told him how much I paid.
So, to solve a series of problems of their own creation they fix it by sending me a product that's inferior to what I paid for and not custom made… like buying a custom Mustang and an overstock Escort getting delivered. Letting other people know of my experience is the only option I have as they have already stopped emailing with me. I'll update this if they choose to do the right thing and correct this situation.
Hope this helps others, and thanks for reading.
The short story:
Via their website I ordered a custom made wetsuit from 5.5mm/3D neoprene in Grey/Red. I ended up spending +$620 (ouch) and have a non custom made suit from cheap neoprene that went from 5mm to 2mm in 15 (fifteen) dives.
The long story:
When the first suit arrived it wasn't the color I had ordered. Instead of telling me that red wasn't available in 3D they substituted it for pink. The limited color choices for 3D weren't mentioned on their website, and they didn't send me a picture of available colors until after I received it.
Even though it was the wrong color I decided to keep it and took it on a trip. After 3 dives the main back zipper broke open and the seam weld points started to peel off. The zipper repeatedly came open after that point. I contacted them and their suggestion was to replace the zip. Since I didn't buy a repaired suit they eventually agreed to replace it.
I shipped the defective one back to them at my expense as their courier service never contacted me as they told me would happen! I asked them to please allow me to choose the color this time but they refused and told me they would only replace it with the same material and color I originally picked.. which would be pink again. After a few more emails they stopped responding. I was $620 out of pocket ($481.88 plus $140 return shipping) with no wetsuit and they aren't replying. Awesome!
Then a few weeks later a black wetsuit appears. Of course I'm relieved and I naturally assume it's the 3D neoprene, though I had suspicions it wasn't custom made as I had not requested arm zippers and this suit had them.
I've just returned from Lembeh where I used the wetsuit. On the 3rd day (after 7 dives) I noticed that it was getting a lot thinner. After 2 more days it was getting really thin, and around the same time the owner of the resort asks me how I like it (he's very familiar with Nemo). I show him how thin it is and he says 'Yeah, but that's the cheap neoprene, maybe $120 suit.' I guess that explains why the first suit didn't compress after 3 days. He winced when I told him how much I paid.
So, to solve a series of problems of their own creation they fix it by sending me a product that's inferior to what I paid for and not custom made… like buying a custom Mustang and an overstock Escort getting delivered. Letting other people know of my experience is the only option I have as they have already stopped emailing with me. I'll update this if they choose to do the right thing and correct this situation.
Hope this helps others, and thanks for reading.
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