Peak Design SF Store — Attraction in San Francisco

Dissapointing in-store customer service for this amazing brand. (This review is for this specific store and not a reflection of the product)

tldr: Manager (Alex) advised wrong product. Had to rush all the way back to store before catching a flight to exchange wrong product. Manager didn't really care to rectify the issue and was busy drinking tea outside the store instead of making an effort to address the issue.

I love Peak Design products and supported their very first kickstarter capture clip, messenger bag and slings. The product quality is truely amazing, so amazing that I'm still using my original capture clip v1 to this day. Which brings me to the issue I faced with their in-store customer service, specifically their store manager Alex. My objective for visiting the physical store during my holiday to San Francisco was to see which plate fits the old v1 capture clip. After some testing I tried their dual plate, which fit. While I appreciate that the staff tried to advise me on the fit even if they have never even seen the v1 clip before (as it is a very old version), the issue I have is that after seeing the dual plate fit, Alex still sold me the standard plate which only fits the v3 clip. I followed his advice and went off with the v3 plate only to realise 2 hours later (with a flight to catch) that it doesn't actually fit. I had to literally run all the way back through Tenderloin to their store to arrive before their closing. Upon arriving I bumped into the store manager (Alex) outside the store drinking bubble tea. I shared that the item recommended was wrong and didn't fit the v1 clip, he didn't seem happy about it, then rather than coming into the store to address the issue and process a refund, he was still standing outside the store chatting to his colleague. I proceeded to enter the store myself and approach another staff instead (who was actually helpful) who then processed a refund and then had to pay extra for the plate that actually did fit my v1 clip. I had to ask for a discount for my troubles, rather than that being a default customer service offered by their staff, it didn't even cover the bus fare back to the station. When Alex came back into the store, he didn't even acknowledge me nor address the issue himself or apologise. I hope Peak Design can train their service staff better for the future to address such issues. At the back of the capture plate packaging (which isn't shown in store until actual purchase) it specifically states which clip version the plate fits onto, all of this could've been avoided if the staff simply followed...

We went to the store on 1/29. The staff was friendly and helpful. We ended up buying the 30L sage travel backpack. The staff told us backpack is not available at store but they will ship to us in 3-5 days. We plan to use this backpack for trips in late February and March, so I specifically asked the staff if it's backorder. She told me it's not and it will be shipped in 3-5 days. Turned out the shipping time kept postponed. We tried to be patient and waited for 3 weeks. It's still not shipped. We were then out of town for the planed trip on 2/18. At that moment, the expected shipping time is 2/20. We asked the costumer service to hold our shipment because we don't want our package sitting outside our house for weeks. The customer service told us to contact them when we are back in town. We contact them on 3/3 and now they told us the expected shipping time is 3/31...If we were told it's gonna take more than 2 MONTHS to get a backpack, we would not choose this brand AT ALL. We complain to the customer service how ridiculous it is. They told us it's backoder and there is nothing they can do. They even asked us to contact individual retailers to see if any one has this backpack in stores. I regret to choose this brand.

Update - We then went to the store at SF on 3/5 to see if we can get one directly there. Again, the staffs there are super nice. She instantly recognized us and apologized to what happened. She then cancelled our order and gave us our backpack available there. When we got home and thought we are done with this. The customer service emailed us saying he/she was on the vacation and didn’t take care the canceled order. The backpack was shipped…….(the whole expected shipping time is just a joke). Then we are asked to refuse the package in order to let it return to them. What on earth do we have a time staying at home for this…

Now, the package arrives. We are asked to print a return label and bring it to usps ourselves….We never asked for any compensation during this total chaos. Now we have to spend our money and time printing this label…..

If anyone really want to choose their backpacks, DON’T try to get it online. They have the worst online system and customer service I ever experienced.

I never wrote such a negative review for a company. This is the first time I think I have enough. And I hope this review can make some changes. If this company really cares about...

Well so much to say about Peak Design, as a company, regarding product support and design and of course in store/online support. I’ve been an avid photographer for over 55 years and became a Peak Design customer over five years ago. As a San Francisco native, I have been very fortunate to have access to the San Francisco flagship store and online services. I have purchased and used most of their products, with the exception of their motorcycle/bicycle accessories (I’m a great believer in two legs on four wheels). Their website and online service is top notch, easy to maneuver and quick to respond to questions and concerns. In store service, not surprisingly, is even better. Associates are knowledgeable, offer great ideas and solutions to resolve my photography issues. The one time I had a problem with my 30L Everyday Carry Backpack, which I had owned for over a year, they practically fell all over themselves to immediately replaced it, no questions asked, with a brand new backpack and apologized for my inconvenience. Customer service is obviously paramount to the company and its staff. I’ve experienced and enjoyed their frequent in-store gatherings of photographers and creators which allow us the opportunity to meet, network and share common experiences, interests and skills with others. Their products are innovative, very well made and according to their website are sustainable and ethically sourced. I must say, their products are very well made, attractive and durable. The attention to detail such as the use of contrasting colors and materials on products that enhance their usability, product performance and equipment protection. So do I enjoy using and owning my Peak Design products? What do you think, 3 Slide straps (various colors), 4 Cuffs (various colors), 6 Capture Clips (one for each of my bags), 1 Sage Messenger Bag, 1 Ash 30L Everyday Carry Backpack, 1 Midnight 30L Travel Backpack, 1 40L Sage Travel Backpack, 1Ash 6L Sling Bag, 1 Large Photography Insert, 1 Extra Large Photography Insert, 1 Travel Tripod (carbon fiber), 1 iPhone Cover, 2 Tech Pouches and not too mention numerous Anchors, like sand on the beach, and not one anchor has ever needed to be replaced. Love to work for you, no pay, but all your associates are so young, no need for an old photographer so I’ll just live vicariously through...