First off, Lenny and I want to truly thank everyone who has purchased a pack from us this year. The feedback and support from our customers has been amazing. We love seeing all of the photos of our packs out in the field and hearing customer success stories. At the same time, we want to sincerely apologize for all of the delays that many of you experienced, and at times, the lack of customer service. That is not what we want to be known for and it is unacceptable for us to operate this way.
The honest truth is, we were not prepared for the level of growth that Exo Mountain Gear experienced in this first year. There are always going to be some bumps in the road and hurdles to overcome with any startup company. Production delays that should have just set us back a few weeks, all of the sudden became months. Our biggest issue (which is also the best “problem” a company can have) was that we simply could not keep up with demand. We pushed our manufacture to the limits, and no matter how many hours we worked, it was almost impossible for us keep up with everything. Our commitment to top-shelf materials and quality construction made it difficult to produce packs in mass.
The good news is, through all of the production issues and shipping delays, we still had an amazing overall response to our pack, and for that we are extremely grateful. It has been awesome for Lenny and I to see an idea that originated from years of talking packs while hunting, to be received so well by our fellow hunters. Another positive from this year is that warranty issues have been almost non-existent—one broken zipper and a couple cases of the stitching not being sewn correctly from the factory and that was it!
Over the last few months, we have been working non-stop to make sure that we do not have the same production and shipping issues in the coming year. We are currently working with three different manufactures (all in the US) to ensure that we will have packs in stock at all times, and if needed, can easily increase our production. We have implemented a new customer management system so we can stay on top of orders, and we have hired an additional staff to make sure orders are processed in a timely manner.
The Great News!
We are only a week away from shipping packs again. We will start getting 3500 Foliage packs in stock next week, 3500′s in Coyote Brown the week after. Shortly thereafter we will have 5500′s ready to ship. Our goal and hope is to be 100% caught up with the waiting list by the end of November. After that, we will focus on increasing inventory so that we have plenty of packs to ship on demand in 2015.
We are going to start at the beginning of the waiting list and will be contacting you via phone in the coming weeks as we get to your spot on the waiting list. If you have a hunt coming up soon that you need to have the pack for please contact us by email at firstname.lastname@example.org
Again, we thank all of you for your incredible support this past year and look forward to an even better 2015!
– Steve and Lenny