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| Prior to an Eagle Lake walleye trip last year, I bought a top of the line St. Croix spinning rod. Amazing touch and super light weight. However, on the second day I hooked a rock and just like that about 8 inches of the tip broke off. The guys I was with said, don't worry St. Croix will replace. When I got back, I followed directions, sending photos, etc. Some time later they sent an e-mail saying it was in process. 7 months later, nothing. I have sent a couple follow up e-mails, no response.
The last day of the trip I rented a musky rod from the lodge, a 9' Legend Tournament. I was surprised the difference that light rod made in a day of fishing and decided I would treat my elderly self to one. However, after no customer service, I am rethinking that. Any tips how I can get they off the dime? |
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Posts: 1428
Location: Brighton CO. | I have a couple St. Croix ultra lights and have caught tons of Trout and Perch on them. The first one is a six footer so I moved up and got a seven footer and like a dummy walking a lake shore I got the tip caught in a tree branch and broke off about 4" inches a friend put a new tip top on the shorter rod and it works even better )it was a bit whippy at 7' so it worked out well.
So I still have both rods and they work great. I copied my nephew in getting the first rod he bought it at tackle shop in Wisconsin (mine Cabela's) he broke his later and sent it in to St. Croix and they said "this is not one of our rods? They gave him a discount on a new St. Croix, the first rod ??? |
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Posts: 93
| I have not had a rod break, but I did have a return a couple of years ago on a rod I bought that was not the rod I intended to buy. Bought the spinning version instead of the baitcasting version. Not good on my part. I was not too far away from Park Falls so took the rod in to the shop for a return. Just my experience but I was treated very well there. |
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Posts: 2334
Location: Chisholm, MN | Yeah that's strange. I would be calling them or someone who works with them until I got a new rod delivered. |
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| Kirby Budrow - 1/10/2025 1:59 PM
Yeah that's strange. I would be calling them or someone who works with them until I got a new rod delivered.
When I first sent the required pics, etc., site said they had heavy traffic, expect 4 to six weeks, but this is almost six months. Cabela's, where I purchased said I had to contact St. Croix, which I had done. |
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Posts: 536
Location: NW WI | Ain't that far for you I think. Why don't you just drive over there? |
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| 7.62xJay - 1/11/2025 4:51 PM
Ain't that far for you I think. Why don't you just drive over there?
That is my next step. About an hour and a half each way. At least for me, it is an option. |
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Posts: 563
Location: deephaven mn | had a stcroix legend med heavy 8'6"that the reel seat let loose and was spinning on rod. Folowed thier warranry claim process and sent pictures. Nothing happened for a month i called and was told that an order was piut in for a new rod to repalce the one that was damaged, turns out that rod is no longer being made. The representative asked if i was ok to jave them send me this years new model.3 days latter i had a new rod!!!
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Posts: 527
| Call and ask for Deb Seitz. She is very helpful. 1 800 826 7042 |
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| musky513 - 1/13/2025 10:53 AM
Call and ask for Deb Seitz. She is very helpful. 1 800 826 7042
Thanks, I will give that a try. |
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Posts: 62
| I have always been a st croix fan. 30 years. And the last 4 years I have had issues and the customer support is non existent. Fill out claims online. Than it takes 5 weeks for them to respond. By than they have lost info and you have to re do it. Than if approved another 5 weeks for shipping. You can’t call and get through to anyone. It’s sad that it has happened to them. Even worse for the customers. For the price it’s about the same now to have rods built by like Steve salsbury at great north rods. And than you can’t call actually talk to a human and get stuff figured out. Unfortunately most customer Services have gone this way. |
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Posts: 670
Location: Twin Cities, MN | As somebody who has worked in customer service for 31+ years, St Croix is not the first or last company who is “ Drinking the Kool-Aid” that all customer service can be accomplished via a self service option.
While perhaps OK for a few inquiries, any higher quality, personal, quick responding service is still done by a human in my experience.
It appears that in addition to believing the fallacy of self service, they also do not bother to staff enough humans to do the work generated by self service, always an important part of the equation if they really care about “ Customer Service “
Pal |
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| Pal - 1/15/2025 12:01 PM
As somebody who has worked in customer service for 31+ years, St Croix is not the first or last company who is “ Drinking the Kool-Aid” that all customer service can be accomplished via a self service option.
While perhaps OK for a few inquiries, any higher quality, personal, quick responding service is still done by a human in my experience.
It appears that in addition to believing the fallacy of self service, they also do not bother to staff enough humans to do the work generated by self service, always an important part of the equation if they really care about “ Customer Service “
Pal
I agree. The bank I worked at before retiring still believed that to keep customers, we had to give them the option of real person or self serve. When someone called my number, if I was not available, a live person answered and the caller was given the option of leaving a voice mail, being transferred to another person or leaving a message for me with the person answering my phone. We did that and yet our full time equivalent employee per million in assets was one of the lowest in the Midwest. We felt we worked too hard to get customers to lose them to poor service.
Today, they have as fine an online banking program as any bank, but you still can talk to real people. |
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Posts: 1298
| I had a two piece trout rod that I broke the tip off of. My fault, no defect or anything. Sent multiple emails and tried calling multiple times, to see if I could buy a top half. Not seeking warranty replacement or anything. Never heard back, so I just bought a similar rod from another maker and called it a day. I love my various St. Croix rods, but there are a lot of options, and I don't have to reward them with future purchases. |
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Posts: 536
Location: NW WI | My memory might not be quite up to date but I believe Cashion,Phoenix, and Dobynn's all offer $60-$75 no questions asked warranty exchanges. I only have experience with Cashions policy and customer service and its +A grade. |
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Posts: 116
| I had a similar experience. When I broke my expride, shimano replaced it immediately. No fights, no delays, no communication issues. When I broke my St. Croix, I got lost in some shuffle and never got helped. Havent purchased a St. Croix since and doubt I ever will. |
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