Palm Equipment Reviews 

I have a Palm spraydeck and lost one of the clips that attach the braces at the front. Contacted Palm and they posted a replacement to me free of charge. Great customer service!

Wrote an email to one of Palm's brands (Islander kayaks) asking for some spare lengths of plastic to mend my kayak hull. Customer service got in touch to ask for an address and sent out the exact colour plus a set of cool stickers too. Great service when they didn't have to do anything.

Heavy weight whitewater spraydeck - the Orbit - designed specifically for the lunatics who kayak off 50 foot waterfalls, started to let in a little water. Not a huge amount, but more than when new, although it had seen ALOT of use.
Returned it to Palm, who replaced it almost by return of post. These things happen and nothing lasts forever. Very impressed.

After extensive research I purchased my Wilderness Tarpon 120 Red Kayak from Up & Under, UK in November 2017. Unfortunately, though marketed and advertised as watertight, it leaked water substantially. I contacted Up & Under and explained the issue in great detail, they advised me that watertight did not mean watertight and that some seepage was to be expected. Eventually after several Emails and telephone calls and an eventual video showing the amount of seepage, it was agreed that they would repair under warranty, despite this being a manufacturing issue. Up & Under made the returns issue so difficult, that I reluctantly agreed to transport the defective Tarpon 120 to Palm Equipment International Limited. They replaced the orbital hatch, it was explained at the time, they could not carry out a full test, as they needed it to cure for several days, something that was not made apparent prior to the 120's return. Palm UK did say if I had any further problems, that I should contact them direct. I tested the 120 over the summer months, but unfortunately the leek persisted.

As instructed, I contacted Sam Hall and explained the problem, she passed the issue onto her customer care team namely Emma. After much effort and a change of collection dates by Emma, the 120 was collected to undergo extensive testing, which took two weeks. I was informed by Emma that the hatch was still leaking and to discuss my options with Up & Under, despite being told by Sam to deal with Palm UK. I was not told by Palm UK why the 120 still leaked, or if it could be repaired, or offered a replacement. Which is annoyingly frustrating, and costly as I accessorized it with a Red Palm Kaikoura PFD , Red Palm Bora Jacket and a Red Palm Drift Lite Paddle, Red YAK helmet, in addition I have also purchased a Scotty holder for the rails.

I duly contacted Up & Under and spoke with James, who at first advised that he had not spoken with Palm UK. When he had, my options were, a refund. I have now received my refund. I was not offered a replacement by Up & Under, as James said their was an issue with the mould for the 120 and that leaks would still persist. Is this a problem with the manufacturing process in the UK or an inherent fault throughout the fleet? I never received an appology from Up & Under or Palm UK.

Excellent customer service and all round lovely people. My neck seal on my dry suit split a week before a trip abroad. They fast tracked the repair and got it back to me in time and were super friendly about it too.

Very pleased with the service received recently when we returned a dry-suit for leak testing and repair. Friendly, quick and helpful to deal with. Very happy with both the original product as well as the repair.