I contacted Simms today about my wading boot shoe laces that are too short to tie effectively. After trying several unsuccessful attempts to use their online customer service contact form (UGH!), I finally called them on the telephone.
No problem! After briefly explaining my issue with the shoe laces to the Simms Customer Service guy, he asked for my name and address, and while I stayed on the telephone, he packaged not 1, but 2 pair of laces (in case I need a second set at some point, he said) and placed the package in their outgoing mail to me. WOW! Is that good customer service, or what?
I’ve been a loyal Simms customer ever since they started making neoprene waders in a small facility down in Jackson Hole, and watched them grow and move to a larger building just north of I-90 in Bozeman, and now to their multistory headquarters in Four Corners west of Bozeman. I know there are some people who’ve had issues with their products and customer service in the past, but I can honestly say that in nearly 40 years of owning Simms products, and dealing with their customer service multiple times, I’ve never been treated unfairly. Expensive, yes, but you get what you pay for, and it’s nice to expect, and get, excellent customer service.