Really Right Stuff going down fast

I am seeing more and more negative reviews online about the quality of Really Right Stuff sales and after service. There are also some interesting comments from ex employees which is worth reading.

I have been supporting and buying Really Right Stuff products for 10 years. The last few orders I have had problems with, which RRS has decided not to take ownership of.

Recently I ordered an L bracket which was a second back up to the one I bought from them a year earlier. RRS uses UPS for shipping, which is not always a reliable shipping sources in some countries. Customers pay RRS for UPS shipping in advance to RRS and RRS places the business directly with UPS. My package was lost in transit and never arrived at my address, but the UPS system had it listed as delivered on their tracking website. CCTV footage from the same date showed that no driver arrived at my door on the day it said it was delivered. UPS normally keeps proof of delivery for 120 days. In my case, the proof of delivery was never added in the system so they could not provide any proof, from 60 days earlier and they did admit that the package must have been lost. I paid $220 for an L Bracket, $35 processing fee, $22 for US Tarrifs, $92 tax to UAE, and $88 for shipping with UPS.

UPS now admit they have lost the package and have no proof of delivery and will refund the costs, only if the sender "RRS" files a claim. UPS will not allow the receiver to file a claim. As per the response of Benjamin from RRS:

"Once an order leaves our facility, it is in the possession of the carrier. In this case, the package was shipped via UPS and marked as delivered. At that point, our obligation for fulfillment was completed.”

Considering the amount of business and support I have given to RRS over the years, I am very surprised about their decision but I will continue to make sure the details of my story continue to be posted online so that potential buyers can consider if my experience would be a consideration in their final decision.