Untrustworthy communication.
After months of research...watching YouTube videos, surfing forums reading reviews ect i thought i found a company that had awesome customer service..... was i ever wrong! Its difficult to find a ultralight backpack for a 24'+/- torso and ULA are the only company that i could find that provided this. On April 25th 2025 I purchased a x-pac circuit (x-50) that was on sale for $150.00USD, GREAT deal. I selected the most expensive shipping option ULA offered for my online purchase USPS Priority Mail Express International $88USD which has a 3-5 day average delivery. After several emails to ULA (20-30)+/- I still to this day 5/20/2025 havent recieved my purchase or recieved an expected delivery date. ULA most of the time replied slowly with at times nearly 2 business days to recieve a response. Over the past few weeks, ULA customer service told me on 2 occasions i would recieve my purchase within approximately 24 hours. No ETA has ever been displayed with my tracking number so i dont know how they came to that conclusion. Ive called USPS customer service (4) four times ,GLOBALPOST customer service (4) times and between all three parties never recieved a clear, honest answer. A few days ago, ULA, on my behalf created a shipping claim with "route" shipping insurance which cost me $11 at time of purchase. Initially route told me I would be required to wait until 5/30/2025 until a refund would be provided. I informed both parties this is unacceptable. I provided "route" with screenshot of my conversation with GLOBALPOST support that showed an additional domestic tracking number attatched to my shipment and marked as "DELIVERED" to an undisclosed address in LA ,California. A refund was issued within 12 hours. Had I not provided this id still be waiting on a refund. USPS has no idea why an additional tracking number was attatched to my package but they told me this is all due to the way ULA arranged shipment through their system. At no point during this whole fiasco did the owner Peter Longobardi make an effort to pick up the phone and offer me an apology or solution. He did send me an email on 5/14 telling me he is unsure why I am being irritated with ULA and accusing them of being dishonest. He proceeded to tell me that USPS recieved my package on 4/30 when in fact they did not recieve it until 5/17 according to the tracking link provided by ULA which is the USPS site. GLOBALPOST had my package the entire time and it travelled to 7 area codes. He told me that he understood my frustration with delayed shipping but didnt understand the hostitlty and accusatory remarks directed at ULA. I was getting fed up with the lies and inaccurate updates given by ULA multiple times. I figured as a fellow business owner maybe he would pick up the phone and give me a sincere apology and offer me a fair solution and maybe a discount on a future purchase for my troubles. That never happened, apparently you need to wear a skirt to get a call from Peter. I attempted to order another backpack, a ultra circuit but nothing was available in my size and the wait would have been too long. I asked ULA customer service if they could ask Peter if he would give me a little break on the price of my second purchase after this gong show I had been through. He declined. I hope my purchase eventually shows up. It travelled from Logan, Utah through 7 area codes to LA, then to Miami, then as of today 5/20 it's in Toronto and hopefully on its way to Vancouver soon and before the Canada Post mail strike which begins 5/23. Quite the journey and still no delivery date provided. Fingers crossed my package is in good condition upon delivery.
DELIVERED 5/22/2025 @11AM after 23-24 days in transit.
Product looks GREAT, as expected. The box was pretty banged up and damp. I'm glad it arrived before the postal strike which begins in 13 hours. Even though the entire process was a headache, id still order ULA products in the future.
