Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Canada Goose Cypress Puffer at $1350.35. The product was advertised as being water repellent and machine washable. It had a lifetime warranty. After getting caught in the rain, the jacket was covered in watermarks that would not go. I tried washing, but it only made it worse, and the jacket ended up being covered in grease-like stains. The jacket would also soak through when it rained to the extent that my clothes underneath were wet. I showed it to the staff in three different Canada Goose stores, *** **** ********* **** **** **** ***** ** *** ***** **** **** **** ** ****** ** ***** ****** *** **** ** *** ********** * ******** ***** ******* ******* *** ********** ** ** **** * ******** ****. The Yorkdale store provided me with a leaflet with a code for shipping after seeing the problem. I washed the jacket prior to sending it to Canada Goose, and the result was horrendous *** ***** ** *** *********—it was covered in stains. Upon delivery to Canada Goose, I got an email that the jacket was sent for cleaning, which I objected to, saying that it was just washed and fully dried and that the issue is not just washing - every contact with water, like a light rain, was an issue. Canada Goose *** *** ******* *** ********** *** ****** slapped me with a bill for cleaning. The email saying that the issue was resolved arrived minutes after the one saying that it was back from the cleaning service, which indicated that they did not even test it to see what it would look like if it got under the rain again. * ******* *** ******** *** ** ******* **** ** ** * **** ****** ***** **** ****** ** *** ** ****** **** **** *** ******* **** **** ** ****** ****** ** ********** *** ******** **** **** **** ***** ******* ** ******* * *********** ** *** ***** ********* **** ** *** *** **** ***** *** *** *** ****** ********* Canada Goose refused to acknowledge the problem and replace it, wanting to charge me for cleaning the jacket that was already washed according to instructions.

  Business Response

  Date: 26/04/2025

  We appreciate the customer for reaching out to us regarding their concern. Please note that our Quality Assurance team inspected the jacket after cleaning and confirmed there are no remaining stains before sending the garment back. Also, the cleaning fee was waived as a good will gesture. Thank you for your understanding.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Canada Goose coat for $1,977.50 in ******** **** on Wednesday December 4th 2024. Women's Mystique Parka in black satin. I was pleased with the coat and I wore it last night and again today (December 6, 2024) in Toronto. I understand the wind chill is -9C today. The coat is advertised to keep the wearer warm to -30C but the design of the coat is such that it is so wide at the bottom the cold air blows up the bottom and my legs were cold. * *** ******* ******* ******** ********* *** ********** ************ I called customer service and they said it was a warranty issue *** **** ** *** ******* ** *** ********* ** ** ********** ************ In order to process a warranty claim i would have to pay to have the coat cleaned and shipped. I cannot return the coat because I took the tags off to wear it. I do not feel as though i should be paying to have it inspected when this is a design/engineering issue and they do not need to see the coat to resolve this.

  Business Response

  Date: 23/12/2024

  We appreciate the customer for reaching out to us. We understand that temperature perception can vary between individuals, and we typically advise customers to dress in layers.

  In this case, since the item has already been worn, a return can no longer be accommodated. However, we highly recommend that a warranty claim be initiated so our team of professionals can inspect the garment. Once the claim is filed, please feel free to contact us, and we will be happy to provide a shipping label as a goodwill gesture. The customer has the option to clean the garment at a trusted dry cleaning service, following the instructions provided on the care tags. Alternatively, our inspectors will clean the garment internally at a cost in adherence to our health and safety policy. Thank you for your understanding.

  
  

• Initial Complaint

  Date:26/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ********* ** ***** ******* ****** ***** ******* *** ***** **** ******** ******** **** ******** ******* *** *********** I sent in my jacket for repairs at the warranty departments suggestion and I got back my jacket in worse condition than I sent it in. The jacket is now unwearable, despite as initially described to me as simple fix and thus my expectations of a warranty repair. **** **** ***** **** *** ****** ******* *** ** ***** *** *** ****** ***** ******** ************************** ** ********* **** *** ******* *** **** ********** **** ***** ** ** ***** *** **** **** **** **** **** ********* ***** * *************** ******** *** **********  I have a Kensington Parka. I bought in the US. My jacket is 5+ years old, I called the customer service because it was not as warm as it used to be. They suggested I send it to them for "repair" so they could redistribute the down. The first time I wore it after their "repair" it was definitely warmer and my clothes were covered in down. ** ****** ***** ****** *** **** ***** ******** *** **** ***  When I called customer care the agent said sometimes this happens with down jackets * **. He suggested sending it back so the down could be checked. I sent it in again with photos of all of the feathers on my clothes and the service center inspected it and found nothing wrong. I asked for a second inspection before they sent it back to me - same out come. I received my jacket back and wore it and the same thing happened. So I sent it back again and the jacket came out of the box and you can see the feathers coming out of the stitching **** ******** * ** ********* * **** ** ****** ** *** ****** *** **** ****** ** *******  I cannot wear the jacket anymore. *** ** **** ***** ** ** *** ******** * ******** **** ****** ** ** ********  I sent several emails with images and videos of the feathers. I asked to speak to managers, was told someone would call me in 24 hours, that never happened. After a week of calling daily I got a manager on the phone who said that it's ultimately up to the repairs department . And then I get the ********* email We understand how frustrating this must have been for you. ** ** ** ************* *** ************ * **** ** ** ****** **** *** ******** **** *** **** **** ******* *** *** * **** ********* **** ** *********** ****** **** ** * ****** ******** * **** ********* ****** *** *** ** ** *********** * ** *** **** * **** ***** I want a full refund for the jacket * ***** ***** *** *** ** ***** ******** ******  Case #******** Case #******** Case #********

• Initial Complaint

  Date:22/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a jacket for my spouse from Canada Goose less than three months ago. Unfortunately, after two months, due to insufficient down filling, the jacket started to look misshapen and unsightly. I requested a replacement by sending the jacket back to the company, considering my purchase was less than three months old. Unfortunately, the company refuses to acknowledge the issue and claims that the down inside the jacket will become active again after washing. ** ** ********** ************ ** ** **** a jacket at this price point would require washing after only three months, and it's even possible that the same problem could recur.

• Initial Complaint

  Date:19/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir/Madam, I am writing to express my disappointment and dissatisfaction with the service provided by Canada Goose, a company renowned for its quality outerwear. Approximately one year ago, I purchased a Canada Goose toque for my husband as a Xmas gift with great anticipation and expectation of its durability and performance. Regrettably, my experience has been far from satisfactory. Recently, I noticed severe discolouration on the toque. Concerned about the integrity of the product, I promptly contacted Canada Goose customer service to request either repair or replacement under warranty. To my dismay, my request was denied without adequate explanation or resolution offered. ** * ************* ******** *** ****** ********* *** ******** * ** ****** ******** ** *** **** ** ************** ************ ** ****** ***** ** ********** **** ****** *** ********* ************* ** **** * *********** **** ** ************ *** ******** ****** ** *** ********* ********** ** ******** ************* I kindly request that an investigation in this matter and that appropriate action are taken to hold Canada Goose accountable for providing a poor quality toque and to provide satisfactory resolution to customers facing similar issues. Despite understanding that there is no formal warranty in place, I firmly believe that the level of craftsmanship and the price point of Canada Goose products should inherently ensure their durability and longevity. ******** ** * **** ** ******** ************* ****** ***** **** ** ********* *** **** ****** *** * *** ** *** *********** ******   Thank you for your attention to this matter. I eagerly await your response and hope for a swift resolution to this unfortunate situation Sincerely, Chris Fillion

• Initial Complaint

  Date:19/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out and making a complaint regarding Case Number:********. This case is in regards to $350 gloves. I have spoken with Jennifer and reviewed my photos. Based on my conversation it appears unlikely that Canada Goose will honor their lifetime warranty. They still want me to pay to ship the gloves back with little to no prospect or repair or replacement. ***** ******** **** **** ******* ***** *** ***** ******** ******** ********

• Initial Complaint

  Date:19/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Canada goose garments with a gift card for my wife’s Christmas present. She wanted to potentially return the items and explore other options. We anticipated driving to our local store in Boston, Ma within the accepted return window so my wife could return the items and put the money towards what she wanted. The day we planned to go down we experienced a harsh snow storm. We called the Boston location explained our situation. Explained we are currently within our window - but the next time we could make it into Boston would be a day after the return window is closed, and asked if that would be okay. The associate said she couldn’t answer that and explained an associate would reach out to us shortly with an answer. Nobody ever reached out to us. After a week passed (and the return window closed) I sent an email explaining what is occurring. I didn’t hear back for quite some time. I finally got a response and was told my request to make a return would be “considered”. And that I would hear back shortly. Despite me constantly reaching out to follow up I wouldn’t hear back for weeks and weeks. It wasn’t until this morning that I was told my request was denied because I reached out far after the return window was closed. Which is simply not true. I was dragged along for 3 months with my wife’s Christmas gifts sitting in a box unable to be used with the hope we may be able to return them so she could pick out something she may have liked better. I’m simply asking for the ability to return these items for my money back on the gift card. We held our end of the deal and reached out within the allotted return window. Canada goose dragged me along for 3 months and then said it was too late. We would have just risked the drive during the storm if we recieved a “no” from day 1, but we expected the ability to arrive 1 day late. Especially since we’re just hoping for the money back on a gift card. I appreciate your time reading my experience. Kindest regards.

• Initial Complaint

  Date:15/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I bought couple of jackets from Canada Goose via online 2 months ago. ***** ******* **** ***** ** ** ****** ******* ** ** ** *** **** * ****** ***** ***** ** ********** I returned all the jackets because we had issues with size and colors. Out of 5 packages returned, 2 of them got lost by *** which they did refund my money after 6 weeks. other 3 jackets did arrive at Canada Goose Facility however 1 of them was returned to me as "Damaged" which is ********** * *** *** false *********. None of the jackets were worn outside of the house, they were all in perfect condition when returned. Canada Goose refused to accept the jacket even though it was returned in the same condition as it was received.

• Initial Complaint

  Date:15/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I'm writing to file a complaint against Canada Goose regarding an order I placed on their official website on 3/6. I purchased a Junction Parka with order number **************, amounting to $1,409.93 USD. However, despite the tracking information indicating delivery on 3/8, I have never received the product. Upon reviewing the delivery photo, I initially struggled to identify the location depicted. After careful examination, I realized it was a casual area in the lobby, where the package was supposedly left. Despite thorough searches of both the lobby and the building's basement, as well as inquiries with building staff, the package remains unaccounted for. I find it unacceptable that Canada Goose, especially for a high-value item, did not require a signature upon delivery and instead opted for a ******** drop-off. **** ******** ** ** *********** **** ***** ********* *** ******* ********** *** ********** ****** ****** ******* ******** ** ********* **********  Upon reporting the issue promptly to Canada Goose on 3/11, their response was remarkably indifferent, evading responsibility. I have been a loyal customer of Canada Goose in the past, drawn to their reliable shipping services and quality products. It is this trust that prompted me to make another purchase. However, the substandard service I have received in this instance has left me deeply disappointed and frustrated. **** ******** *** ******** ** ** * ******** **** *** ** **** ******** **** * ******* ***** ** *********** ********** ****** **** *** **** **** * ******** ******** *** * **** **** *** ****** ** ****** ** ****** ******* ********* ** * ******** * ****** ****** ****** ** ********** *** **** *** ** **** *** ** * **** *** ********** ****** ********** I kindly request your assistance in addressing this issue and obtaining a refund from Canada Goose. Thank you for your attention to this matter. Sincerely, ****

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order at the Honolulu, Hawaii Canada Goose location at *** ***** on March 2, 2024. My order was for a Lundell Jacket in Sunset Pink - Rose bruna for a total of $602.09. I placed the order on expedited shipping and was promised it would arrive before my trip ** ** ************* ******** ****** I extended my flight just in case shipping would be delayed, and it still did not arrive. When I contacted customer support, they were unable to locate my order and said the order was never shipped. I did not receive any confirmation email or communication from Canada Goose. I called 4-5 separate times and was told numerous times that I'd be given a call back from a supervisor. I have not received a single call. As I'm writing this ******* I'm put on hold on their support line. One of their agents that I spoke to, her name is Elizabeth and I was able to get my ticket number which is CCG-******. I have not received a refund nor my order, and it is now March 12, 2024 as of this writing. * ** ********** ******* *** ************ ** **** ********** *** ********