Black Diamond Equipment Reviews 19

I purchased a pair of 'Windweight' gloves in the Black Diamond sale for £20, received an order confirmation and the debit appeared (briefly) on my credit card. Then all fell to pieces, the debit disappeared, the sale mysteriously ended and Black Diamond failed to respond to emails. Only bursting into contact when I responded to their product review request with frank negatives of gloves I had not received. They offered a paltry 15% off the full price gloves, which was still double the original sale price.
They are fully worth their poor Trustpilot rating, I bought the gloves cheaper through a retailer with better all round service.

Date of experience: January 08, 2025

final and last issue i will ever have, i recently received a pair of brand new BD Ski pants, figured i would not have to worry about quality. wore 1 time and when i went to wear 2nd time i noticed pocket stitches had already come undone about inch with barely any fabric to repair. i brought them in and they told me they would have to send out for a repair. (employee seemed to know there was defect already, had seen before). i said they r brand new just exchange them! nope we have to send out!! had i purchased at rei or bckcntry.com they would have been exchanged no problem. 2nd issue, there sizes run ridiculously large. Med is more like a arge size and the 3rd most frustrating is the belt gets sucked into the opening and takes 15 minutes to get it back out. 40 yrs orf riding, worst ski pants ever owned!!!

Date of experience: December 03, 2024

After my experience with customer service USA team, I will not be purchasing a BD item. First agent could not understand my basic question. Kept answering a different question (about web listing versus garment itself). Second agent was rude, uppity and comprehension skills need improvement. Both need to put themselves in customer's shoes, like BD designers do.

my question: how can a consumer tell if a garment is past season or this season if they look the same. Is there something on label ?

BD 2025 garments are PFAS-free (nasty chemicals in Gor-TEX, Teflon etc..). Prior years some have PFAS.

Date of experience: November 20, 2024

Ordered head lamps and got the tracking number. The item made it to the depot and was spontaneously returned for no reason I could tell. Zero customer service as I had to go through Klarna to get my refund. Disastrous experience. Till this day, they still haven’t responded to my query.

Date of experience: October 28, 2024

My 3 yr old stormline stretch shell started to delaminate after very little use, and very light use. They refused to replace it. Basically a waste of money. I have patagonia and norrona that have held up great after way more intense use. BD is going down the tubes. Won't be buying anything else from them with this approach.

Date of experience: September 09, 2024

My mom purchased $2,000+ worth of BD equipment (avi packs) for me and my partner as a gift.
When we got around to using it (past warranty), the equipment turned out to never function.
Ultimately, BD refused to work with me for a refund, promo-code, replacement, repair, etc.
I felt they treated me as if *I* was trying to scam BD. Yet here I sit, feeling scammed by BD.

I'm writing this review out of kindness to others: think twice before committing a lot of money with BD, and perhaps reconsider supporting this company altogether.

More details.
Per their instruction, I dropped the packs off at their Equipment shop in SLC to get inspected, repaired or replaced. They offered two options: replace a part, or receive a 50% promo code. By email, I asked a clarifying question about the options, and they eventually responded by repeating the two options.
This continued: every few weeks, I emailed BD's Equipment Office asking for an update or clarification. They responded to about 35% of my emails, often not responding to my specific question for clarification (of their previous messages). I simply did not know how to proceed. Honestly, I could imagine the office was busy working hard with equipment, so wasn't put off by those (sparse and terse) exchanges. Eventually, I think I bugged them too much, and they suddenly notified me that they'll send my equipment back to me. The tone of the messages suggested I was trying to scam them, or something. After continued attempts to correspond with them, they sparsely responded saying "we need proof of purchase", which was provided. Finally, they refused to work with me at all.

Date of experience: March 24, 2024

Marked my orders as fraud, kept my money for a week, and I never received the products. Refuse to help me unblock my account because of their mistake and "that's how our system works." Strung me along for weeks before telling me there is no way to place an order, even though I opened a new bank account and paypal account to match their system.
The most over rated company. They churn out so much crap and since I was only purchasing for a friend, they've learned a lesson and converted to other brands. I would always choose a quality petzl item even if it is slightly more dollars.

Date of experience: December 03, 2023

I bought a pair of BD walking poles (Alpine FLZ). After a year one of the poles developed a fault so that the locking pin had ridden up into the body of the pole and the pole would not lock open as a result.
The warranty for BD poles is two years, so I submitted a claim. BD initially suggested a couple of methods of resolving the issue. When these didn't work there was no messing about, they simply replaced the poles free of charge within a couple of days. I thought this was excellent service and BD makes high quality kit to boot. I highly recommend them

Date of experience: September 22, 2023

BD has some nice equipment but their returns policy sucks, to put it politely. Bought a pair of gloves at their retail store in SLC while on vacation there. NEVER WORE THEM, other than to try them on. Got back home, found that the next size down was a better fit (which they didn't have in their store). Contacted them for an exchange/return. Nope! They said that they wouldn't return or exchange, but that I could "sell them second hand," or travel back to SLC to return them (!) IOW, I'm stuck with them.

I won't be doing business with BD again.

Date of experience: April 13, 2023

I purchased a head torch from them and it must’ve been faulty. I contacted customer service as soon as I found the problem and they offered me a 30% discount on another one. This product came with a three year warranty that was not worth the paper it was written on. Very disappointed with this company had to get my money back through third-party. Avoid this company at all costs.

Date of experience: March 01, 2023

Experience with the website only:

Has to be one of the worst websites in the world. I have tried different browsers and I have tried to use it before with no success on a different computer, with all settings for adblocking disabled etc. They really wasted a lot of money paying for such a bad design.

The clothes and equipment are good; just that the direct sales website site/software is appalling! But reading what has been written on Trustpilot, I am glad I didn't actually get the webpages to work!

Date of experience: February 02, 2023

We ordered climbing shoes on a Black Friday deal, but when they arrived they were astoundingly too small, even when we ordered a size up. When I tried to call customer service, there was no answer and instead the machine told me to send an email. I've sent an email 2 weeks ago and there has been no response. I tried calling again and it says the customer service lines are down for the holiday season and will reopen in 2 weeks. Seems like it already hasn't been working for 2 weeks though, so 2 weeks from now it will be a month without any contact to customer service. It's really like they gave us unacceptable products and refuse to help with any order issues going forward. The return and exchange policies offered are also some of the worst I've ever seen. Be better.

Date of experience: December 09, 2022

Ordered ice cleats failed on 3rd outing! Poor grip! Poor retention! Customer service will not return emails. Submitted warranty claim 5 weeks ago! Nothing! Paid $130 for pure garbage! Hill sound cleats on second season $79 no issues! Avoid total scam!

Date of experience: March 27, 2022

Placed order on 03/10/2021, got order confirmation email.
On 08/10/2012 I check order status on the website...

Order Status: Cancelled - Last Updated: 05/10/2021

They cancelled the order without even sending an email.
I could have waited forever for it to not show up, crappy customer service.

Date of experience: October 08, 2021

THE KIT I HAVE FROM THEM IS WELL WORTH THE MONEY AND I WOULD SAY THEY ARE ONE OF THE BEST OUT THERE

Date of experience: May 06, 2021