Black Diamond Equipment Reviews

Had two frustrating interactions with their customer service team. They came across as arrogant and unprofessional. I was trying to get real information about their fabric and instead got marketing speak with no actual answers. Plus I bought a highline jacket and it tore on the first day of use right at the top of the hood even though I didn't hit anything. Now I know to stay away from this company.

Based on what happened with their customer service, I'd tell anyone thinking about buying Black Diamond to reconsider. You'll save money and definitely save yourself a headache. It started when they sent me an incomplete order on purpose. Then came the silence, ghosting, and contradictory information depending on who you talked to. Some people said items were out of stock while others insisted they were available, even though the website still showed them in stock. Rather than just shipping me the missing stuff, they made me ask for a refund, reorder those two items separately which suddenly became available again, and beg them to cover shipping plus request another refund. The whole mess took three to four weeks when it should have been solved in one. Do yourself a favor and look elsewhere. If you still decide to shop there anyway, clear your schedule and get yourself some patience because you're going to need it.

Purchased some Windweight gloves on sale for twenty pounds, got an order confirmation, and the charge showed up briefly on my card. Then everything fell apart. The charge disappeared, the sale ended without explanation, and Black Diamond stopped responding to my emails. They only got in touch when I left an honest review about the gloves I never even got. Their response was offering fifteen percent off the full price, which was still way more than the sale price. They've earned their poor reputation for a reason. I ended up finding the gloves cheaper elsewhere from a retailer with way better service.

This is the last time I'm buying from them. Got a brand new pair of Black Diamond ski pants and figured they'd be solid. Wore them once and when I went to put them on the second time, I noticed the pocket stitching had already ripped about an inch with hardly any fabric left to fix. I took them back and they said they'd need to send them out for repairs. The employee actually seemed to know it was a defect like they'd seen it before. I said just swap them out for new ones since they're brand new, but no luck. We have to send them out they said. If I'd bought these at REI or Backcountry they would have been exchanged on the spot. Also, their sizing is way off. Medium fits more like a large. And one more thing, the belt constantly gets pulled into the opening and takes forever to get it back out. I've been skiing for four decades and these are the worst pants I've ever owned.

The products are solid, but I'm done with this company because of their customer service. After dealing with their US support team, I'm not buying anything from them again. The first person couldn't grasp my straightforward question and kept answering something completely different about the website listing instead of the actual jacket. The second person was condescending, rude, and seemed to struggle with understanding what I was asking. Both need to actually listen to customers the way their product designers apparently do. I had a simple question about whether you can tell if a jacket is from this year or last year by looking at the tags. Black Diamond 2025 stuff is PFAS-free now, which is great because older versions had those harmful chemicals. I just wanted to know how to tell the difference.

Ordered some head lamps and got a tracking number. The package made it to the warehouse then was randomly sent back for no apparent reason. They offered absolutely no customer support so I had to go through Klarna to get my money back. The whole thing was a disaster. Even now they haven't answered my questions.

The stormline stretch shell I bought fell apart after barely three years of light use. When I asked them to replace it, they said no. Total waste of money. I have Patagonia and Norrona gear that's still going strong after way harder use. Black Diamond quality has really gone downhill in my opinion. Not buying from them anymore with that kind of customer support.

Threw away over $2,000 on Black Diamond gear, and they completely ghosted me. My mom bought me and my partner a bunch of their avalanche packs as a gift. When we finally got around to actually using them, we discovered the equipment was broken from the start. I reached out to Black Diamond asking for help with a refund, replacement, repair, or anything really, and they basically made me feel like I was the one trying to rip them off. Instead, I'm the one who got burned. I'm posting this to warn other people: seriously consider whether you want to drop that kind of cash on Black Diamond, and maybe think about taking your business elsewhere. Here's what happened. I followed their process and brought the packs to their shop in Salt Lake City so they could inspect them. They gave me two choices: replace a broken part or get a 50 percent discount code. I emailed asking which option made more sense, and they just repeated the same two options back to me. This went on for weeks. Every time I emailed their equipment office asking for clarification or an update, they answered maybe one out of three times, and usually avoided actually answering my questions. I had no idea what my next step should be. I get that the team there was probably slammed, but come on.

They flagged my orders as fraudulent, held onto my money for a week, and my stuff never arrived. Then they refused to help me get my account unlocked, blaming their system. Kept me hanging for weeks before finally saying there was zero way for me to place another order, even after I set up a brand new bank account and PayPal to match what they needed. One of the most overrated companies out there. They push out tons of mediocre stuff. Since my friend learned this lesson the hard way, they've switched over to other brands entirely. I'd rather pay a little extra for quality Petzl any day.

Had an amazing experience with their customer support. I purchased Black Diamond walking poles and after a year the locking pin on one of them got stuck inside and wouldn't lock properly anymore. My warranty was still valid so I submitted a claim. Black Diamond suggested a few fixes, but when those didn't work out they just sent me new poles at no charge within a few days. I was really impressed with how they handled it. The equipment itself is high quality too. I'd definitely recommend them.