best in the sport. my t1 wetsuit ripped in the bib (user error in trying to get out of it too quickly) after my third time wearing it. i had bought it through monty’s trade-in program so i wasn’t sure how desoto would handle it. i emailed desoto and within hours got this response from emillio: “send it back now or later and we’ll fix it at no cost.”
i sent it back and didn’t hear anything for a week so i emailed them just to make sure they received it. within 10 minutes emillio emailed me back and said a customer service rep would look into it and call me. 10 mintues later my phone rang and a nice woman told me it was sent out one week ago and should arrive anyday. it was waiting for me at my house when i got home from work. that means they turned this around within a day or two.
bottom line. even though i think emillio is color blind when it comes to some of his singlet designs, he has a customer for life.
You ain’t kidding. When I had a few pairs of tri-shorts explode at the inner seams due to my stupidity (putting them in the dryer), Emilio told me that they’d repair them at no charge if I simply sent them back (clean of course).
I e-mailed Desoto a fit question about their wetsuits. That evening, Emillio personally called me from an airport in between flights to answer the question. On another occaision, they quickly replaced a pair of shorts that came apart at one of the seams. That’s the kind of service that makes me continue to buy their gear.
I second that. I’ve had nothing but positive experiences with Desoto products. Never had a problem with quality, as all of Emillio’s stuff is top-notch.
Once there was a shipping issue with some products I ordered, and Emillio tracked down the problem and in minutes a detail of exactly what happen and what is being done to solve the problem was sent to me by Emillio himself. It obvious he truely cares about all his customers.
I would have a tough time believing the positive reviews if I had not also experienced the same level of service from Emilio and his staff. Without reservation they have the best customer service of any company that I have done business with. I hope to visit their store in San Diego one day to see their operation first hand.
I agree with the customer service. The shop in San Diego is just a small shop a mile or two off the freeway. I visisted there after ripping my suit just be for Ralph’s half. Once again fixed it for free. While I waited. I think they have a non published warranty on their wet suits that they’ll repair them for free. I expected more of an impressive shop, but it’s simple and does the job for them. Low overhead. They have a small retail area where they have some new as well as closeout items. Simple change room under the stairs.
Mr DeSoto himself helped with some questions I had about my fit. 1st class customer service.
Emilio says that the heat from the dryer will ruin the stitching post haste. Apparently it even says so on the tags, but I haven’t checked. So now I hang them to dry. No big deal. Haven’t had one rip since, actually.
BTW, he’s pretty fast, too. Took 3rd overall in the Solana Beach Tri a couple months ago. I saw him chatting on his phone a few minutes before the gun… not a care in the world, then he goes out and beats me by 13 minutes.
