Drop 40L Backpack Designed by Dan Durston Reviews | Drop

Click to view our Accessibility Statement or contact us with accessibility-related questions

Free Standard Shipping in the US on orders over $99

Showing 1 of 111 reviews about:

Drop 40L Backpack Designed by Dan Durston

FULL DISCUSSION

LustigLiran

Aug 7, 2020

Verified Buyer

Drop.com doing a horrible job with a long term customer.

I'm sorry Dan for leaving it here, but I'm really furious and frustrated . I bought from you the X-Mid 2P which is by far the best tent I had, and was anticipating your backpack as well, as I've ordered them together. I was chatting with you several times about the tent, you gave me great advice as for the ground sheet with links and all, bought and did everything you suggested and again, best tent I had. Really appreciated. Besides, I'm a long term customer of massdrop.com and bought dozens of items from them. But, Just like the last feedback, I still haven't received my item over a year since I paid for it. Customer service is not horrible, it is ridiculous. For the past 2 months I'm trying to work things with a representative name Crystal Ashley but by now, I doubt she is a real human being. I wrote her more than 10 emails, but in 3 different emails and times I specifically said that my package was not received, explaining her that it is probably a mistake of FedEx, but because it says on FedEx that the item has arrived ("no signature needed"), Crystal Ashley keeps copy-pasting me the same generic answer of: "Upon review of your order, I now see that your package has been delivered. You can see the latest tracking update here. I hope you are enjoying your order." I can't explain to you how I looked like in that third time after I wrote Crystal that I'M NOT ENJOYING MY ITEM AT ALL BECAUSE I HAVEN'T RECEIVED IT YET!!! and she of course replied back to me with "I HOPE YOU ARE ENJOYING YOUR ORDER" !!!. Dan, if you could some how do something about it , I would greatly appreciate it. I wrote to customer service, I'm getting Crystal again. I gave a bad feedback about the service, but if it had been on a real paper, I know exactly what they will use it for. Furious and Frustrated

Recommends this product? No

Was this helpful?

dandurston

5116

Dan Durston

Aug 7, 2020

LustigLiranSorry about this situation. I can see how that's infuriating. I've never heard of Drop having automated or AI customer support, so I suspect that your poor encounter is due to issues with that individual rep (e.g skim reading messages, not understanding english, rushing etc). I just reached out to them to let them know about your situation and hopefully they can get this made right shortly. If not, I'll personally make it right. Stay in touch.

(Edited)

Aug 7, 2020

JulesyMcJulesface

Aug 10, 2020

dandurstonDan, you are amazing. Time and time again I find myself impressed with your high level of attention to ensuring customer satisfaction- in this instance it is a situation that is no fault of yours, yet here you are helping this customer. Well done to you on being not only a talented gear designer, but a thoroughly decent human being as well.

Aug 10, 2020

LustigLiran

Aug 11, 2020

dandurstonDan, I'm amazed by your dedication and attention you give to each and every one of us. As a last resort out of my frustration I wrote you here, and you just nailed it in an instance, helping me to get what I ordered. I'm very VERY grateful for all your help and advice. My English is not rich enough to let me express myself thoroughly, but I think Julesy just expressed it for me and all of us. I was checking my mailbox today, and saw that only a few hours after your reply, Amy from drop has contacted me "filling in for Crystal". She took care of everything in a moment. Really read my previous emails (I didn't need to explain myself again to the new rep.) , and she did everything I asked for, sending me a new package to the right address and under my "unique circumstance" added a signature service to really make sure I will get my package. I suppose to get the package today. I'm crossing fingers. Absolutely amazing service by all of you, Dan and Drop. Thank you !!

Aug 11, 2020