Hyperlite Mountain Gear

This is my first experience with HMG. Saved up to buy the ulta mid 4. After pulling the trigger on my purchase I got an email from HMG offering 10% off with said code. I submitted a ticket to the help desk and within a couple of hours I had a response. HMG accepted the code and reimbursed me the money from the discount code. I read all the reviews detailing how bad customer service was and to be honest I wasn’t expecting much help. Max and the team at HMG are great they took care of me right away. Thank you. Will buy from them again.

Excellent customer service - I realized I'd ordered the wrong size, sent an email, and they made the switch almost instantly. Assuming (wrongly) they wouldn't respond so quickly I followed up by phone, turns out I'd already received an email confirming the change I'd requested, but they were patient and re-confirmed everything by phone. Hard to find a company this attentive these days. Thanks again Max for the help.

So many bitter reviews. Sheesh. I’ve had nothing but amazing experiences with this company. I bought a pack during a big sale and then they came out with a new color way AFTER the sale had ended. I emailed them and asked if there was any way I could get the new color for the same discount which was very significant. I wasn’t expecting a “yes,” honestly but it’s worth a shot. They immediately got back to me with my own personal discount code to use. THATS how you keep your customers happy. I spent well over $1k and I’ll likely spend a few more because of this. Keep it up!

Just got, ordered it 02/28, my 4400 Southwest today, 03/04/2020. Packed it and went for a six mile hike. Absolutely love this pack! Going to Yosemite, Wilderness Permit with Half Dome Cables, in June and the lottery for Glacier is this month. That will be a nice section hike and I will do a walk in if needed. Anyway, this pack will be perfect for Glacier. I’ll use my other one, Osprey Aether 70, the dark side, for smaller stuff. As much as I love this pack I might get rid of it on gear trader.

Wonderful people, fantastic company. I stopped in to check them out this winter and fell in love with their minimalistic approach to outdoor gear. I have a tent and couple packs from them. Zero complaints. Also excellent to travel with due to their weight conscious designs.

I have a number of pieces of their gear and have always been impressed and had a question on an order for a new backpack this week and the customer service was amazing. I highly recommend their products and company.

Hyperlite is amazing. Their gear is excellent, I've got a little bit of everything they make and I've never had any trouble with any of it. I try to buy as much of it in person as I can and the service is always incredible.

Owners extremely nice! Great customer service so far. Their factory is hands down breathtaking!

Excellent gear, have good prices, great people to deal with

Very nice staff and excellent ultralight packs!

Really really good Masks will purchase more

Really came through for me, thank you!

Super helpful staff

Purchased my first bag in 2013 and now tried to purchase a replacement but the bag I received in 2022 despite being supposedly the same size is VERY different from what I got years ago. R&D has made so many changes and it's hard to get an answer about the differences. There is no info available between S, M and L for example. Otherwise I have been pretty happy with my first bag. The second one seems OK but it's a lot heavier and bigger than one of the same size purchased years ago.

There guys are notorious for deleting any kind of review critical of their product when you rate their products on their website. So here’s a critical review you can’t delete! This happened to me when I got a hole in my HMG pack on the very first trip

I am very careful with my things and treated my new backpack with special care, I have to realize that it is already after a short use in a catastrophic condition. I have no problem with a few stains that can develop over time on a white outer material, but this tops it all. The fibers seem to literally attract dirt even when I just walk by it. As a result, my backpack is already in an unsightly state. Seeing this after just one tour, I don't even want to imagine what it will look like after the second or third. Neither in the consultation nor on the website was this problem pointed out. In addition, the material is impossible to clean, as the dirt apparently penetrates so deeply into the fibers that you can hardly do anything about it.

Another point I would like to address concerns the supposedly durable material. After only two days in use, the upper material already had its first hole. This is very annoying. Although I have always used an additional rain cover to provide an extra layer of protection during predictable stresses, such as transport, this obviously did not help. This is totally unacceptable to me, especially since I haven't even used the backpack heavily in any way.

Although the customer service is good and took care of my problem, the options offered are not feasible for a customer from Europe.

One star for the customer service and one for the design.