Gaynor S

Ordered my item on the Sunday night , website was easy to use , confirmation emails sent and again upon dispatch . Paid a very minimal postage fee and the item was delivered Tuesday ! Very happy with the service I received and will be highly recommending ????

I purchased a Berghaus Cornice Gore Tex jacket back in January 2018. Over the last couple of months I've noticed a series of holes appearing in the waist band area where the elasticated drawcord material is underneath. Also, along the bottom hem where the elasticated drawcord is for this part, the same thing is happening. On looking on the Berghaus website it mentioned Product Lifetime Guarantee (clever wording as it looks initially like its a lifetime guarantee on the product). On reading a little bit more on Berghaus website it goes on to say: "we’ll review each case and will let you know if we can fix or replace it" so that sounds like they (Berghaus) will decide whether they are willing to do anything. That aside I thought I will contact Gaynors (as Berghaus mention that this needs to be the first port of call with a product fault) as clearly you would think the faults I have listed above are not what is acceptable on a two year old jacket. I contacted Gaynors and I was told I needed to them at the address they gave me. I returned the jacket and had it returned back to me five days later with a note in saying: “On receipt of your jacket we inspected the areas you highlighted as faulty. Unfortunately the damage on both the waist and hem are due to wear and therefore are not covered under warranty”. The jacket has been used for nothing more than some occasional low level walking and I've had a small rucksack on my back twice a week at most and other than that, just day to day use when the weather has been wet. In any case, the holes are away from where the rucksack would have sat. Personally I think Gaynors and or Berghaus product lifetime guarantee is not worth the paper its printed on, when they class a two year old jacket with holes as wear. How the hell can a two year old jacket have any sort of wear, especially as the jacket is not worn every day. Before getting the Berghaus Cornice jacket, I had a 10 year old Berghaus jacket which didn't have any holes on it despite the 10 years of wearing. The reason I got rid of this particular jacket was that the main zip failed. The conclusion I have with why my Cornice jacket went in holes in less than two years when the 10 year old jacket (which had the exact same use as my Cornice jacket had) didn't, is that Berghaus are using poorer quality materials in their jackets, this seems a reasonable conclusion to come to in light of what I have experienced. All that said, I will NEVER go anywhere near a Berghaus product or Gaynors again. Both provide awful customer service. I have added some photos of the faults that I had with the jacket, so that you can decide for yourselves if you think these faults are acceptable on a two year old jacket.