Beware Remora Holsters Support

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Tzuriel

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Just want everyone to beware on Remora and their crappy support, I own 4 of their holsters now and my father owns 3 and he recently bought a Springfield Armory XD9 and of course he bought a holster for it.

They sent him the wrong holster (sized for full-sized glocks) even after he clarified his model of pistol on the buy page and after 5 days of calling Remora we finally got someone on the line. It was amazing how snarky and rude this person was on the phone, they acted like they were inconvenienced that they sent us the wrong holster and proceeded to act like they wouldn't make it right. Then to top of the wonderful experience after getting an RMA they wouldn't even pay for return shipping on THEIR mistake.

I love their holsters but after that little phone call I wont be advocating their brand anymore. I don't really care about the $4 to return the holster but the overall attitude and lack of respect is what really pissed me off.

I remember the days when if some screwed up they made it right.
 
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Had the exact opposite experience with them on my first purchase. Nice holsters ...
 
Wow-things must have changed. Two years ago, they sent me the wrong holster. I called them and they sent me the correct free of charge and just told me to keep the other one!
 
I'm really surprised to hear this as well. Remora is not a big corporate operation and I've always gotten personalized attention when I've had questions on their stuff (I have a couple dozen of their holsters tons of their mag holders, etc.).

My experience has been that if I got unpleasant service from an unnamed person in a small shop, a polite posting xplaining my dissatisfaction on the company's Facebook page often results in a complete turnarounds.
 
Erich said:
My experience has been that if I got unpleasant service from an unnamed person in a small shop, a polite posting xplaining my dissatisfaction on the company's Facebook page often results in a complete turnarounds.
Click to expand...
The construction company where I was network/IT person used an architectural CAD program published in Hungary. It was a really good CAD program, but their support people in the U.S. were rude, dishonest, stupid, and generally unavailable.

One day while discussing an issue in a product specific usenet newsgroup, I mentioned the chronically poor customer support. A few days later, somebody in the group asked for more details, which I provided.

A few days after that, I got a phone call from somebody with a Hungarian accent so thick you couldn't have cut it with a Pappenheimer. Eventually I was able to make out that he was a representative of the company which published the program. He was calling to apologize for the poor service and informing us that their ENTIRE SUPPORT STAFF IN THE UNITED STATES had been let go.

Yeah, sometimes people pay attention to their reputations and take action.
 
Like member 153 I had a completely different experience. I ordered an iwb holster for my 3913 and was pleased with it for the first couple of months. Then it started to come out with the gun when I drew. Turns out that the gun sat just a little deep in the holster and the rear sight began catching in the holsters top seam. I contacted Remora and explained the trouble. I had a new holster within 4 days modified to correct the fit and was told to just keep the old one. Couldn't be happier with the service I got.
 
You must have gotten the cleaning woman....call back and ask for the guy that signs every order with a thank you. I forget his name, but he is the owner...
 
Tzuriel said:
Just want everyone to beware on Remora and their crappy support, I own 4 of their holsters now and my father owns 3 and he recently bought a Springfield Armory XD9 and of course he bought a holster for it.

They sent him the wrong holster (sized for full-sized glocks) even after he clarified his model of pistol on the buy page and after 5 days of calling Remora we finally got someone on the line. It was amazing how snarky and rude this person was on the phone, they acted like they were inconvenienced that they sent us the wrong holster and proceeded to act like they wouldn't make it right. Then to top of the wonderful experience after getting an RMA they wouldn't even pay for return shipping on THEIR mistake.

I love their holsters but after that little phone call I wont be advocating their brand anymore. I don't really care about the $4 to return the holster but the overall attitude and lack of respect is what really pissed me off.

I remember the days when if some screwed up they made it right.
Click to expand...

I gave their holster a try, and about the only thing I learned is that a holster without a proper belt attachment is only good as a pocket holster, and their holsters intended to just stick in the pants are not really good pocket holsters either.

I have a very good friend who bought one, and he was surprised when, one day at the range, he laid it on the bench, at which time I took the opportunity to unholster his pistol and simply throw the holster in the trash barrel. I gave him a Ken Null holster to replace it.
 
I'm not a fan of their holsters, but the 2 times I've had to call them with an issue, they were exceptionally responsive, polite and very helpful.
 
Sorry to the OP. Not sure why you experienced a problem.

I have a bunch of their holsters and have dealt with Alan for years. Recently, they sent me a right hand (with sweat shield) holster when I ordered a lefty. I called and they sent the new one out immediately. I asked if they were sending a returns goods # and they said "would anyone in your family use the right hand"? I told them my wife would. They said "Just keep it".

They are very high on my (good) list. I like their stuff and they staff!!!
 
I have not had any contact with Remora or do I use their holster. (Maybe I should) But we must remember that any customer or tech support is only as good as the guy on the other end of the phone. Anyone can have a bad day and some just aren't cut out for that kind of job. As suggested here, call back and get the "nice" guy, things will go much better. The bacon and eggs at the local restaurant are only as good as the cook on duty.
 
Sounds like they-he has a lot of shipping mistakes.
My cleaning lady is Maria- she comes every two weeks.
She's sharp as a tack!
If you put her in charge of shipping, she would do it right!
 
Sorry about the OP experience, like others have stated, I have had exactly the opposite.
They were scrambling to get a hoslter for the Shield when it came, out, I got the one they had listed. Well, it was not the best, shall we say. I called, and they bent over backward apolgizing, and said they had a new one just out, would I try it and give them feedback? Sure. And oh, by the way, keep the old one.
Got package in the mail two new holsters, and mag pouches, no charge. I had mentioned my son had a Shield, that so they sent two. All no charge.
 
My experiences with Remora are a bit old (it was when Alan answered the phone himself), but they were uniformly good. The one time that they sent the wrong holster (when Alan had some employees), they were very apologetic, told me to keep the wrong one (I gave it to a friend who had a gun that fit it), and sent a free mag holder with the replacement.

I have five or six Remora holsters and they really work for me. I can't ask for more.
 
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