My first experience with Kit Lender was unfortunately a negative one. I planned a ski trip with friends who had never skied before and an acquaintance mentioned kit lender. I was immediately interested in this business due to its similarity to Rent the Runway. Myself and my husband visited the local Backpacker store in our city. We tried on our sizes to ensure we would receive items that fit. I placed our order with a request to swap some pants out because I knew the pants I asked to swap for would fit. We received our items correctly at our resort. My husband's kit fit while mine and my friend's did not. We contacted Kit Lender. My initial phone call with customer service was not great. The individual would not listen and continuously interrupted and tried to over-talk me. The line suddenly went silent; I actually thought I had been hung up on. Then another individual got on the phone, Sam, and immediately apologized. He honestly had no words for what had just occurred. Sam said that my friend and I could go to a place, away from our resort, to rent clothes that fit. He said that we could send our receipt and we would be reimbursed. We were in ski school the following day and would not be able to get clothes until that afternoon. Fortunately for us, someone in our group brought multiple ski outfits. I was assured by the original individual I spoke with that we would receive our replacement items by the end of our ski school day. Therefore, we did not go rent items as directed by Sam. Come to find out, they cannot send items that quickly and we would not receive items until the end of day before our last day; that would have us using our kits for only one ski day. They did send out replacement kits, but they were not delivered to us at our resort. After much back and forth, I was informed by Sarah that if sizes were sent correctly as ordered that there was a $50.00 fee to get replacement items. They were "waving" that fee for our benefit and offering us 50% a future order. Unfortunately, that does not work for individuals who do not regularly ski, and based upon this experience I would not be using this company in the future regardless of the 50% off offer. While my husband did have a positive experience, mine was very negative from the initial fit of the kit I ordered to the customer service response thereon. I was told I would not be refunded even though I did not use the kid for the three days I rented. I have filed a dispute with my bank since the services I paid for were not rendered. I think this business has a fantastic idea to provide ski items to individuals who do not ski on a regular basis. I think they would be more successful if they found a way to send more than one size to customers, much like Rent the Runway, to avoid disputes such as mine. I would encourage consumers to read very carefully and speak with them before ordering anything. Their size charts provided may not be exact. I ordered a medium in the Northface Freedom pants they offer. They fit in the store where I tried them on, but the pants provided to me (supposedly the same ones) did not fit. Just be cautious when using this business for your ski trips. The idea is great, but the execution left a lasting impression on me as a consumer. read more