I'm DONE with Luxe Hiking Gear 

Thanks for making it clear that this problem is solely the US retailer/distributor and as you rightly say, the bad press it has generated on social media has effected everyone else in the Luxe family around the globe. I run the UK distribution at backpackinglight and Luxehikinggear has managed to sell into the UK and Europe (which he shouldn't) and then p*ss off my customers with his negative service. They later realise the products are also available in the UK and EU and then understand they have been deliberately misled. I've spoken with the other European distributors and they too are suffering the same bad press issue. We have all spoken with Michael the owner of Luxe in Hong Kong and he is very aware of the problem, the negative press and the damage this has caused. As I understand it he is trying to find a solution. His English is good, but things still get missed in translation so please be aware that he does care and he wants to make it right. We can ship to the US but are limited to a weight and size limit for a reasonable cost. Sadly most of the products are over that limit. It is such a shame that Jake Morrison the owner of Luxehikinggear started so brilliantly and has now become solely responsible for bringing down the reputation of a brand and making potential customers doubt the products. Products which as you rightly say offer great value for money everywhere else in the world. It just goes to show you the power social media has around the world. It has the power to build you up and knock you down with impunity.

Hello Justin, Thanks for stepping up and relaying this information to us. This is why I watch your channel. Your adventures are awesome and you are a straight up honest person. I appreciate you.

This integrity and honest opinions from you is what drew me to you on Social Media and your channel in the first place. I purchased a MiniPeakXL on your recommendation and thankfully I did receive it and so far it hasn’t had any issues. 🤞onwards and upwards bro! You got my support! 👍

After receiving my order, tent and stove (received my order in a reasonable amount of time) I also started seeing a lot of bad experiences from other people in Facebook groups, after more time I saw a large increase in the bad experiences. It’s very unfortunate that the company has decided to go down the path that they have. I think it’s outstanding that you are making this video talking about these issues. Good on you. Thanks for the amazing content as always!

Thanks, I was just contemplating one of their tents. Really appreciate the heads up.

I’m glad you made this! I’ve been thinking about putting them on blast on my channel as well but haven’t yet. I paid for products they never delivered and wouldn’t respond to a single email. One day after several months they randomly refunded my money. No explanation what so ever. They suck

Thanks for the insight! I enjoy your videos as they are honest and on point! I had the Octapeak last season and like your experience it performed well including in some tough weather. I decided I wanted a bit more room though and sold it after the season. I then bought the Megahorn which I plan to use this season. The additional weight is not a problem for me as I pack my gear in on my mules. In any case, I guess I am lucky as I got both of my tents quickly with no issues. Like you said, what a shame they are blowing it!!! A good product for the money! Like you I had recommended these tents to others but will no more! I also had the luxe 3W stove and found that to be decent too although again I sized up a bit for this season and bought pomoly stove. We'll see how it does but a glance the quality looks better although it is more expensive.

I really appreciate your honesty and transparency here. Your videos did influence my decision to get the Octipeak ... and shortly after placing the order I started seeing the chatter online about the company. I got aggressive with emails and was asking pretty much daily, "Where's my order?" I think I annoyed them into submission and got my tent and stove about 4 weeks after my order date.

That's really cool man, that's why I keep coming back to this channel. Honest opinions from real world experience! People don't often realize the price and worth of great customer service. Just to be able to talk to a real life person in this day and age is priceless.

Thanks for making this. I purchased a Minipeak XL and the Hercules from Luxe Hiking Gear and a 3W stove. All of these tents were ordered several years ago. Didn’t have any issues. However recently ordered some other items and I received partial orders and didn’t get any communication with customer service. Took quite a bit of e-mails to get the rest of my order. Poor customer service for sure.

I bought my minipeak XL a few months ago, on sale for 137 USD. I checked the price a couple days later and it was up to 159 USD, the next day 229 USD, and then back down to 179. I’ve noticed frequent price fluctuations on multiple products they sell. Seems kinda shady to me. With that being said, I haven’t had a problem with their tents; i’ve had the megahorn 3 and still have the minipeak xl. Both tents being perfect out of the box, I haven’t had a reason to seek customer service, after reading some of the horror stories I realized how lucky I was. The company seems a little shady, but my tents have never given me an issue. You’ve enjoyed those products more than once, and we’ve seen it on your videos. No need to apologize Justin. Keep doing what you’re doing man. Can’t wait to see the next one!

Sorry to hear that this is going on. I bought a Megahorn basically because of your videos and I had a great experience. Sounds like hot tent popularity, staffing issues and not giving a crap has caught up with them. Let's hope they clean up their act and I'm sure this video will help them see the impact they are having on our community. Thanks for sharing the insight. 👍

Thank you for clarifying from the outset that the problem is not with Luxe Outdoor (the manufacturer), but with a third-party US distributor. I bought my Luxe Hexpeak V4A from a UK retailer 7 years ago and it's proved to be one of the best tents I've ever used, irrespective of price.

Yep I had a similar experience. They are legitimately the worst company I have ever dealt with. Over 100 days went by and after I sent MULTIPLE emails asking where my product was they finally just canceled my order and refunded my money. Buyer beware!

Ordered minipeak xl when on sale for $99, got it in 10 days. Used it and I think it’s great. Sorry to hear about all the trouble others are having. No issues here. I use my own center pole.

Thank you for your video. Should have researched more. Learning lesson I suppose. Order a tent a couple weeks before Christmas. Website stated that they had some in stock and shipping in 3-4 days. Well... We all knows what happened. Ghosted. I started a Charge back with my CC company. Going to try a Pomoly Manta hot tent. Hopefully that'll be a better experience.

Thank you so much for this video Justin. As you know, I was one of the ones ripped off. I got a Minipeak XL from them fairly quickly on sale, all due to your great review and recommendation. But never got the pole I ordered. I can't believe their boldness in ripping people off. This was a great video.

currently working on a year waiting on my order of the hercules. is there any other place you know of i can order this from? really looking for an 6-8 man hot tent dome style, not teepee, not center pole.

I am one of your Social Media friends who took your advice on two LUXE tents. I purchased the Octopeak and the Minipeak. The shipping took about 2-3 weeks for the Octopeak and 3-4 weeks for the Minipeak. The Center Pole that I ordered never came, so I had to write a nasty email to get a refund. Unfortunately, you are right about these tents.... they are an excellent bang for the buck. Extremely well made for the money. It’s a shame that they totally dropped the ball with their customer service, because they really had a good thing going. If anyone has any recommendations on where I can buy an adjustable center pole that is light and strong, please let me know. If possible, I would like purchase a center pole that will be able to work with either the Octopeak or Minipeak. Thanks again for another great video Justin.

I love it when RU-vidrs take a stand and say enough.

Preach on brother. Much like you, my friends and I really do like their gear, but we've all been burned by their customer service as well. It really is a shame. Not surprisingly they don't allow comments on their Instagram page. Love your videos and keep up the good work!

I purchased the Hexpeak XL Tipi (3P) with Wood Stove Ultralight Shelter last year, never used it. Does anyone know if I can return it?

Hello mate! I did buy a Minipeak XL on your recommendation, and I've absolutely loved it, if that is of any help. Got it through a French retailer, they were the only company with white in stock atm of purchase, was delivered to Sweden in no time at all. Sad to hear that people have had problems, but cheers for speaking up. I really enjoy your videos, keep up the good work!

Thank you for the info sir. I remember when I bought the my first tent from them. I purchased the Mega horn with the stove jack and found out that it would take at least 3 to 4 months to get so I started texting the company and found out that it was the owner himself and asked for his phone number. I called and talked to him directly, had everything fix on my order (without the stove jack) and had my tent with in a short amount of time after that. The owner was extremely professional and knowledgeable about the product. I’m sad to hear about what is going on now. Please keep us up to date with anymore bad reports that you hear about. Thank you. Mr P. Call sign (Pikachew)

I used to think I was the only one "out here" who can make a far better tent than can be purchased online. Having a tent which is made using Kevlar fabric for the floor is the bomb. Thanks for your advice and opinions with this video. All the best.

Thanks for the video, I order the minipeak Xl, megahorn, and the mini stove some years ago I haven't had any problems with them but did notice that the company did seem like they didn't care to much. Plus their advertisement at first look like it was a American made product but when I got the box it was clearly not but it is still a great product. I also noticed the fluctuation in Thier prices they have all the time. I'm getting emails from them with products 50% off then it seems like the next day or in a couple days it's back up to full price sometimes it feels like more. Their actions has made me not want to order from them anymore sadly.

I wish I saw this before I ordered a tent and stove from them. I’ve been waiting three months and all I’ve received are automated email messages. Any recommendations?!

I am so saddened to hear this (though proud of you for what you said), because I purchased my Megahorn III about three years ago, and it arrived within two weeks, as did my Winnerwell stove (3 weeks?). I will now hesitate to purchase through that site, and encourage people to purchase from people who guarantee shipping within a month or permit BackOrder purchasing. My tent has been fine, as has been the Winnerwell, but I don’t recall recommending to anyone else to purchase them, so I can only imagine your sorrow for making recommendations that reflect badly on you. You’ve made it right by your candor. Stay safe, and enjoy the forest.

I am currently experiencing this issue. I have ordered 2 shelter poles with zero sign of existence frome luxe hiking gear. Do you know of other company's to order them from I am having issues finding one.

What do you recommend for a lighter weight hot tent for packing in?

Anyone know a UK supplier of these as backpackinglight doesn't have them on the site and I've emailed them to no reply

Thank you for your input. I was looking at buying a tent from them

I was going to buy a smaller tipi style shelter and was interested in the Luxe brand, but now I am not. Does anyone have any recommendations?

Oh man that gets my blood boiling too bro! Thanks for spreading the word. They really did have potential and it sucks.

i was all set for purchasing the hexpeak from luxehikinggear thankfully i found this video, just some clarification from the vid and comments that the issue is with the American distributor and not the products? if this be the case does anyone in Canada know of a distributor?

Looking to get into hot tent. Was thinking of the minipeak xl. But thank you for this video. Do you have any other companies to reccomend?. weight is a bit of concern tho. will tryo find a tent and stove combo for arround the same weight as the minipeak xl and the 3w stove.

Like you, I got my Minipeak XL about 3 years ago and had no problems. Also like you, I've seen all the comments about how the company has fallen off. It's a shame because my shelter is actually a nice set-up but I couldn't recommend them either any longer. I still get their promotional e-mails but wouldn't bother knowing what others have experienced at this point. That's all for now. Take care and until next time...be well.

Hey, thanks for the review. I have been looking for a tent to do a winter camping experience with my 2 sons. I had my finger on the trigger to buy an Octopeak, but then came across this video. Now I'm weary. Do you have an alternative recommendation? Looking for a tent that will hold at least 3 people with a woodstove. Also need a woodstove recommendation.

What hot tent would you recommend for 6 people?

I was looking at buying a Minipeak XL but after looking at your video I'm happy that bought a hussar from Pomoly. Really like it. Thanks again.

I ordered back in late February 2022 finally got the tent, not the pole. After 4 months I asked (by email only) about the pole I ordered for the minipeak xl. I get an email saying I’m being refunded on the pole. I just wanted to know what was taking so long. If I can order from the UK I will. I just wanted what I paid for. could someone help me with getting in touch with somebody to purchase the pole?

I'm from Hong Kong, and Luxe Outdoor, a Hong Kong brand, is actually regarded here as being on the pricier side (compared to the various Chinese products available just a border away). And yes, their products always get sold out instantly after restocking in local stores as well. So while it's definitely a fault on the US distributor's part for making empty promises by listing products and taking people's money without knowing any of the products' availability, it's also a reality that Luxe Outdoor is unable to take on that many orders from overseas, being a relatively small company

I had an absolutely terrible customer service experience with them too and all I wanted to do was purchase an accessory for my 3W titanium stove. I emailed them requesting a European distributor for a recently (at the time) released accessory that turned the stove into a fire pit, the response I received was unbelievable! They told me it was not available anywhere else and that anyone selling their products was breaking the law, I’d have to purchase it from them directly (huge postage a custom’s costs) and that it would never be available anywhere else. I wouldn’t have been bothered had that just said so but the tone of the message was as though I was bothering them and trying to con them out of a sale.

Thanks for this video bud, this is really helpful and informativ.🙌🏻🙌🏻🙌🏻🙌🏻🙌🏻🙌🏻

Thank you for the video, well said. It's unfortunate that this business can't seemingly communicate at all with its customers. Well, perhaps it's even more unfortunate that they seem to be engaging in unethical business practices. I used Luxe on a friend's recommendation, and his gear was from years ago, so I think things were more on the level then. I ordered 5 items back in March and have received two of them. I can only get auto-responses from the company's customer service. At this point I'm resolved that I'm going to be taken for the balance of what I paid. I also went in with the assumption that at this price point, 1 I'd wait, 2 the gear was not top end. Had I seen videos like this I might have considered the third option of I might just get robbed. Buyer beware indeed. Thanks again, wish I'd seen it sooner.

With the US retailer scamming people, do you know howI could buy some of their product in Canada?

Thanks Justin I'm in the Market for a hot tent it definitely won't be Luxe i Always watch RU-vid for Recommendations on gear appreciate your honesty Thanks Earl

100% Agree Brother ! We have talked about this ! It really sucks, because like you said they have a good product at a decent price.... But poor customer service will ruin that in a heartbeat !

Thanks for putting this out there. People needed to know that Luxe is a rip off. I paid for faster shipping and after a month, I emailed them every day for over a month before they finally responded and about a month later I got part of my order. An still waiting for a refund on the rest of the order.

Quick question? I want to order a Luxe XL Minipeak from Luxe Outdoors! So it was mainly the Distributor Luxe Hiking Gear that you all had a BIG Problem with correct not Luxe Outdoors themselves correct? Based off your personal experience and review of that particular tent in their line-up! Please let me know asap if you would so I can pull the trigger on this purchase! Thanks again for such an honest review 👍

Fate, I was just about to buy a Luxe Megahorn XL but I agree with you. I can buy once, cry once and feel just fine knowing I’m supporting a company that cares.

So what hot tents do you recommend that are around that price? I couldn’t care less about a warranty

I got a tent and stove. From them last year had no problem But like you said. They went down hill. Keep up the good work on your video. Love watching them.

Hey brother, I guess I’m one of the lucky ones. I bought a Minipeak XL about two years ago based on seeing your minipeakXL in action. I have had zero issues with mine. I ordered it and received delivery in about a week. It’s been a solid tent for me. So have never needed to deal with there customer service. It sucks that it appears that Luxe isn’t the company we all thought it was. I will continue to use my minipeakXL, But I have no plans on purchasing any more of there products. Cheers

Your absolutely right I bought my stuff 3 years ago but I remember having nothing but problems also fortunately I was able to get all my stuff and some things I didn’t but it too forever and a bunch of texts

Thank you for this video, Brother. Don't be too hard on yourself. We all have the responsibility to do our own research...caveat emtor....let the buy beware... Keep you head up, and keep up the great work !!!

For me it was very long shipping time. Maybe 3-4 months. Asked customer support for help, but no answer at all on several emails that I sent. Finally got the products that I ordered, and quality is good compared to the price. Would not recommend ordering from that site at all though.

Bought a tent over Thanksgiving for Christmas and after 10 days or so never received any shipping info. I asked, they referred me to their shipping policy which told me nothing. I asked for a refund and had to confirm 3 times I wanted a refund. Now I've been waiting almost 20 business days for a refund with no updates. They should be reported to the BBB.

Wow its unbelievable and unacceptable how they are. I certainly won't be getting anything else from them. You have every right to be pissed as we all should. Thank you for your honesty and thank you for all that you do.

I noticed this about Luxe hiking Gear back in March. I posted about it on an outdoor forum I frequent back then telling people to watch out for these guys. Especially since I recommended their hot tent. My first clue something was up, was a shelter pole I ordered in February. (edit: still don't have it) My second clue was a lot of "1 available order soon" on their website on various products back in march. Presently, I think the listed selection is even less, but it's clear they are taking orders for products they do not have in inventory. I suspect much of this has to do with supply chain issues from China. Most shipping from China, isn't making it here to the US, so they're not getting new stock - or so is my guess. On one hand, I can sympathize that is beyond their control;, but on the other hand, they should be honest about it if that's the case. In any event, I expect they'll be out of business soon enough. Thanks for making a video about their shenanigans.

Yeah, I just got the Minipeak XL after doing my "research". I settled on it largely due to your recommendations and feedback. Craigs as well. My wait time was not as drastic as some, but it did 100 percent say in stock order now. I ordered it. It remained at 1 left in stock lol. Looked around more on the site....and noticed all their tents said the same thing. Over 2 weeks had gone by, and it had not even shipped, yet alone be delivered. Think it took me almost 4 weeks to get it. Personally, it never crosses my mind to think anything other than those rascals are going to make off with my cash lol. Now if someone worked for Luxe I might give them the old "wtf bro?" You? You're good man, everyone knows what your intentions were and why.

2nd year with my luxe mega horn XL and no problems. Used ~15x

I bought the Minipeak XL on your recommendation. Great tent with no issues. Something happened with the company over the past couple of years. Frequent price fluctuations, lots of products out of stock or no longer offered, people not getting their orders. Will just say that my next tent will come from Seek Outside (Cimarron) because I support American businesses. Cheers buddy!

Thanks for the information.

I've got the Megahorn XL and the Megahorn 4P and the 3W stove. Really like them all but ya, getting customer service does take a long time, if you can get a hold of them. Anyway, good to know.

You should try seek outside tipis. They’re pretty nice. I didn’t like how luxe wouldn’t take a tent back after it’s open. I honestly didn’t really like the tent went I first open it. But it is what it is so I’ll just use it

Something definitely changed with Luxe around the time Pomoly started to expand in the US. Prior to that, Jake was always a pleasure to work with and orders shipped quickly. Not sure why orders are so delayed and service is non-existent this year. Hopefully they’ll get back on their A-game soon!

Literally the worst experience I have ever had purchasing something online. No communication, didn't get my product, had to get my credit card to get my money back. Pure scam.

I see that Luxe Hiking Gear is no longer a US/North America reseller according to Luxe Outdoor's website and they are advising customers to request a refund on their purchases. Thank goodness no one else will be victimized by this scammer.

Thank you sir , I almost ordered thank god I saw your video !!

I wait 6 month to receive the tent and then so many things broke, so bad quality...

I’ve been waiting months for a tent pole I totally forgot about it until seeing this video!!!

I would recommend you try out a tent from bearpaw wilderness, I think they will custom make great tents

I managed to get a refund for my stove and tent. They never shipped it. I had to email them about 10 times to remind them. DO NOT BUY FROM THEM!

Just curious where you purchased your flannel shirt? Thank you!

Very honest info that anyone looking for a tent should head your warning. Too bad the company does business in this fashion. Great call Justin

Great job! I’m glad someone spoke up. I’m having major issues with getting my refund back from Luxe Gear after I had to cancel my order before it shipped. Horrible customer service. Buyer beware…Nobody returns calls or emails. I’m glad I’m not the only one! 😳

Yeah I got my tent from luxe hiking outdoors site and now I can't find their site, but I never saw the luxe outdoors site but its nice they have all the distributors. Was able to get and summer and winter inner for my megahorn

I unfortunately came across this customer service as well. My seem ripped only after two uses and was told to pretty much F-off. I had a handful of issues since but just fix it myself but would never recommend or buy from them again. It’s amazing how many companies fail because they do not lookout after their customers.

I ordered a tent which I received in a timely manner. I ordered the pole with it and now 2 months later I still haven't received it. The emails are a joke, it sucks!!

I emailed luxe outdoors directly to complain. They are located in Hong Kong. The reply I got was so useless that I'm 100% convinced that they do not really care about losing the US market. So I would not recommend luxe anything. If a company doesn't care about their reputation then I can't trust their products.

I have the twin and love it, but the experience was awful. They sent the stove within a week or so but then took months of begging, then threats to get the tent. 6 months later, I still had no poles. They finally refunded my money for the poles. Now, people see the tent and ask about it. I tell them the whole story, and that ends their excitement about the tent.

What would you recommend as good alternative?

Had the exact same experience this time around with Luxe. First time I ordered from the was awesome. Customer service was great and was on point. This last order I put in was a complete 180 turn around. The order was for an octopeak and a stove and from the experience I should have become a dentist because it was like pulling teeth. Took 3 months to get my complete order. Worst customer service

I was just about to pull the trigger on the megahorn. Glad I didn't. They've also discontinued comments on their Instagram page which I followed.

I ordered my tent a few years ago and had great experience with them. I own 3 tents and two stoves. Lol but I see reputation going down hill.

Hi. Justin I bought the Megahorn lll 😱 And I don’t have any problem with my shipment. I think it’s a good tent. But like you said customer service is terrible. I won’t buy anymore from them because I don’t want to ripoff.

Just placed an order Dec 21st, right before seeing this. Same experience so far. No answering emails and fake tracking info. I’m so sorry i saw this after ordering. Now I’m not sure if i can even get a refund.

I got a hot tent and pole, no issues at all last year . I ordered a bathtub floor a few months ago, haven’t gotten it yet, still waiting. I ordered a w3 stove and canceled the order as I did research on how they currently are. I got lucky and they canceled my order after a few days of back and forth. I agree, find a different company

I am sorry to hear you have had such a bad experience. What did you do with your tents ? Did you sell them or throw them out ? Or keep them ? I see tents are 50% off , right now and it seems too good to be true.

😂 thnx! 7 days ago my Megahorn arrived. I’ve paid my taxes (bit expensive) I love my new tent. Hope yo have a lot of fun with it! I hope never to use the customer service! I bought the tent from the English retailer! And they respond quick! I hope i can knock on their door! Btw I really like your vid’s. Greetings from the Netherlands

it is sad. I have had a tent for over 3 years. from those times still good quality and satisfaction at that price👍

Before Covid I ordered a WWW stove and made a video for my channel. Their service was non- existent then , what maybe 3 years ago? I agree with everything you are saying!

Have you looked into tents by Seek Outside? Their tents are made in the U.S., in Colorado, and get good reviews.

Placed an x6322 order in October, have been trying to cancel the order ever since. Sent 12 emails, occasionally saying they want to make sure a cancellation is necessary and that I don't want to save my place in the queue. Very similar to scammers.

I've been waiting for the 3w stove for 4 months now. 12 emails later they finally gave me a tracking number but no updates yet.

I ordered a mini peak xl and a stove from them early last September. Both items said in stock and I received a shipped notification within 24 hours howeverthey use a 3rd party tracking app that wont give you updates without updates. The tent arrived mid December. The stove still hasn't arrived. Completely ruined my hunting season and now winter camping is done for also. I've been in contact and the say my order is in progress but they WON'T REFUND MY MONEY! DO NOT BUY FROM LUXE!

I bought the twin peak and it took 6 months to receive it. The costumer service was bad, if you called it didn't go through, then the stupid email response was horrible.

satisfied customers do not feel the need to post their opinions, in contrary to the ones unhappy with their purchase. Personally I own the F6a, and have no reason to complain about the quality. Thanks for your videos, always interesting stuff👍

Yea. I ordered a tent and canceled the order before they sent it. Minutes after I made the order I sent a cancellation email. They never responded and sent the tent anyway. They then said they would refund it. But nothing happened. I sent numerous emails about it. Absolutely no response. At all.