After reading many posts on various forums regarding Remora v. Sticky, I settled on a Remora RFT for my G19 with Trijicon RMR and Viridian C5L mainly because of the RFT option.
After a few emails with Pauleen at Remora, I was assured that they could make a holster for my firearm. I noted the specifics in the comments when I placed the order on 6/2. I offered to email a photograph and a tracing with measurements which they said they would send to manufacturing.
Two weeks later, I received:
I emailed Pauleen in customer service on a Friday and was told that the Returns and Exchange Department is only available Tue - Thu.
The following Tuesday, I received the following from Jessica, "We are not able to do a holster for that sights you have on the gun. I will send you a return label and we will issue you a full refund once we get the items back.
Thank you for your business -- we truly appreciate you!."
I emailed Jessica the following photos with the question, "Wouldn't something like this be possible?"
After no response from Jessica, I called Remora and spoke to Pauleen. I asked to speak to Alan the owner. She apologized that no one had responded to my question. She indicated that Alan was the owner, but Mike was responsible for custom orders and that I should speak to him. As he wasn't available, she said she would leave him a message to call me. I also left a message on his voicemail requesting he call me to let me know why the holster couldn't be made.
After no response for several days, I sent a detailed message to Alan summarizing the above.
After two weeks without a reply, Jessica emailed, "I have sent your email over to Mike as he is the one that said we would not be able to make the holster to fit your gun with the sights. He is the one that does all the custom work and he will be better to explain why he is not able to. Thanks"
I have still not heard from Mike.
In the meantime, I have returned the holster. I requested credit and received no response. After a week, I asked my credit card company to intervene and reverse the charge.
In contrast, on 6/23 (three weeks after ordering the Remora), I emailed Sticky and asked if they could make the holster. They indicated that they could. I knew RFT wasn't an option, but what choice did I have? I followed their instructions for submitting a photo and tracing. On July 8 (15 days later), I received the following:
It's perfect.
I've read a lot about Remora's great customer service. Unfortunately, this was not my experience. I understand being unable to make something, but acknowledgement of the misinformation I was given, the inconvenience and wasted time and a brief explanation regarding why it was not possible would have been a better way to treat a customer that you "truly appreciate!."