I’ve said this before, but in my estimation GORUCK makes some of the best packs in the world. And while they aren’t always available due to stock issues, they seem to have a better handle on demand than other makers with similar (if not equal) quality. Meaning… usually if you want a GORUCK, you can get a GORUCK.
That all being said they had a presale on GR2 packs a few months back. The backpack world was stoked because these would be US made packs using the lighter 500D rather than the typical and more robust 1000D. They were all spoken for very quickly.
Due to COVID related production delays, customers had to wait longer than usual. Eventually, shipping notifications started going out… and before long, people started getting their packs. One problem – they were 1000D rather than 500D.
Someone screwed up. People got mad… and apparently, Facebook groups were lit afire with complaints.
Now, I don’t use Facebook. In fact, I judge people harshly that do… Including a naive friend of mine that persist in using the privacy and social destroying platform. But, he came in handy here as he was able to send me Jason McCarthy’s (GORUCK founder) response to all of this:
GR2. Look, we fucked up and I’m sorry. There’s no way to make it perfect again. We built it in the USA. The people on our team doing the QC (Quality Control) were not part of the Purchase Order process, or the labeling so to say so they couldn’t “catch” the mistake. They QC the integrity of the ruck. We heard about it from someone who received theirs, and we sent the note out to do the right thing. The rucks are solid, but/and they’re 1000D (this used to be the only gold standard).
In 11 years, this it the first time this kind of mixup has happened, and it happened on a RESERVE (/preorder) no less, which means you paid for it a long time ago, and we don’t know when there will be another opportunity to get them built, again. This is just the reality. If I hear supply chain problem one more time, I might puke in my own mouth. It’s real, too. The puke I mean. So look, it’s a messy situation and there was no real perfect fix. But at least you heard about it from us, directly.
If you’re really dissatisfied, just send us a note to team@goruck.com and we’ll do our best, but we can’t go back in time and we can’t make replacement guarantees because we simply don’t know when that would be possible. The reason our customer service is the gold standard is because we’ve earned that, day in and day out, for over a decade.
Life is a messy place with messy solutions. We’re human, even at the end of an email address, and our team has max latitude to make it right. We work for you and that is NEVER lost on me. Thanks for the support, and again, I’m sorry.
Jason McCarthy
Pretty unique response from a CEO, no? My advice for those at GORUCK? Put your head down. Keep doing what you are doing by making the best readily available bags in the world, and get the hell off of Facebook.
In today’s world of planned obsolesce combined with customer expectations, it’s difficult if not impossible to turn a buck by sewing textiles. You gotta love it to do it. And, in my estimation, it’s difficult to love something that isn’t being appreciated.
I, for one, appreciate US based manufacturing and quality and I’m willing to put my money where my mouth is… If you feel the same, head on over to GORUCK and get your first bag. You will be glad ya did.
