I ordered some gear for a trip on February 20,2014. I paid for updated shipping. The item never arrived. The customer service representative assured me that I would be refunded, but that they would first initiate a USPS investigation and would get back to me within a week. They never contacted me. I wrote them inquiring again and they wouldn't respond and no refund was issued. A month later I got an email saying the item wouldn't be refunded with no explanation as to why. I asked to see a copy of the USPS investigation to ensure that they even initiated one and they wouldn't respond. No further contact was acknowledged. I have tried writing them via postal mail, email, and via telephone but no one will discuss it or return my calls. I waited to deal with them instead of just issuing the charge with my credit card and as a consequence the time for me to issue it fraudulent lapsed and now I'm out over 500 dollars. I never received a package from them and they never refunded my money as they originally said they would. I opened a complaint with the BBB and they are still being difficult. Awful customer service, awful company. Stick with REI, Black Diamond, and Outdoor Research. These other outlets are scams.