ComplaintsforColumbia

• Initial Complaint

  28/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  hello Main zipper is broken ,Cannot open zipper and wear the jacket.asking replacement as courtesy to be picked up at the Columbia outker store in *********** replacement :Landdroamer hoodie and insulated hoodie jacket M size please.thank you army veteran

  Customer response

  07/06/2024

  hello Bonjour

  Hope you are well and family too,
  

  No one from Columbia contacted me and this is the onl7y second message of the BBB received today

  thank you to contact the company again and escalate it to their HQ

  Sincerely

  ARMY VETERAN
  

• Initial Complaint

  22/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In ordered 2 coats that never arrived and have been contacting Columbia for almost a month. They filed a claim with *** and got reimbursed, but are still refusing to refund my money to my credit card. It is the worst customer service of any company I have ordered with online!

  Customer response

  22/02/2024

  I received an email saying are initiating a refund. I will wait and see if they actually do. Thank you!

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  numro de commande ********* le 1 decembre jai command un manteau Women's ********** III Jacket - Plus Size, 375$, lorsque je l'ai reu je l'ai port 2 jours et je me suis rendu compte que la couture en dessous du bras tait pas faites, dfaut de fabrication, j'appelle la compagnie et ils m'envoient une tiquette de retour pour un remboursement, e 20 decembre la compagnie me retourne mon manteau en disant qu'il refuse le remboursement car le manteau a t port, lorsque j'avais appel ils taient au courant, donc je rappelle chez columbia et l il commence a me transferer a un pis un autre en chaneant de dpartement et me lancant la balle pour 1h45 plus tard on me dise qui vont m'envoyer l'tiquette de retour, donc le 21 decembre je n'ai toujours pas recu l'tiquette en question et j'envoie un courriel et aucun retour. le 10 janvier **** aprs les vacances, je rappelle columbia et on me transfere et me mettent en attente un bon 30 minutes pour me dire qu'ils vont me renvoyer une tiquette de retour et j'ai toujours rien reu order number ********* on December 1 I ordered a Women's ********** III Jacket - Plus Size, $375, when I received it I wore it for 2 days and I realized that the seam below the arm was not done , manufacturing defect, I call the company and they send me a return label for a refund, on December 20 the company returns my coat to me saying that they refuse the refund because the coat was worn, when I I had called they were aware, so I called back to Columbia and there he started to transfer me to one and another, changing departments and throwing me the ball for 1h45 later they told me who would send me the label of return, so on December ***************************************** question and I send an email and no return. on January 10, **** after the holidays, I called Columbia again and they transferred me and put me on hold for a good 30 minutes to tell me that they will send me a return label and I still haven't received anything

  Customer response

  30/01/2024

  hi

  i just receive my refund
  
  thank you very much
  

  
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Columbia claims to not allow modifications to a customer order to "Protect customers" but there is no basis for this claim. There is no added security features that result from not allowing cancellations of orders. Instead, it appears the only purpose of this company policy is to prevent customers who placed an order in error from canceling the order and recouping their funds. The only possible resolution provided by Columbia is for the customer to wait for delivery and then use the return label to ship the merchandise back. Being that Columbia has been in business for so long, they have access to hundreds of thousands of orders and patterns of customer behavior. They therefore are probably aware that approximately 80% of customers who make purchases online will not take the time to make a return. Therefore, the result is they can keep the revenue from the orders without issue. This is an unfair business practice and should be reviewed by the BBB, and possibly be subject to other civil action as a result. If there is evidence that this provided customers with added protection, could they please provide the source of this data?

• Initial Complaint

  14/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of the transaction - November 27th and expected delivery was December 12th. I paid $96.01. My order is saying delivered to my correct address but I havent received it. It was for a birthday gift and the date has passed so I no longer need a new one to be sent out. Since my order hasnt been delivered I would like to kindly request a refund to resolve my issue. My order number is *********, my name is *********.

• Initial Complaint

  27/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently purchased two jackets from Columbia on Black Friday of 2023. I lost the original receipt and went to your Columbia store in *********** Outlets in ******** for an exchange. Your manager told me that since I do not have the receipt, I am unable to return them for merchandise credit or exchange; I am only able to get pennies to dollars exchange. Columbia store return policy states I am able to return items without the original receipt with a government picture ID in return for the lowest salt price within the past 60 days. I have never heard of a pennies to dollars exchange before when returning merchandise back to Columbia.

• Initial Complaint

  22/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a women's winter jacket from columbiasportswear.ca on October 25th 2023. I was told the item will be delivered on the 30th of October. I called columbiasportswear.ca on October 26th to request delivered information and to inform them that I am usually not home until late in the evening, I request the package not to be left at the door. On 30th the purolator apparently delivered the item without notification since I mentioned to be notified before delivery. I looked for the package that they said it was left at my door. I contacted the columbiasportswear.ca and they kept me hanging on since the October 31st until November 21st to inform me that they will not refund money and they're not responsible for any package lost. The manager said basically it is the responsibility of the buyer if the item is missing. I asked how is it my responsibility when I had requested to be notified before delivery, he said they're not responsible for the delivery part error. At the beginning they couldn't find any evidence of the package being delivered, and had to keep going back and forth with the delivery party 'Purolator'. Finally yesterday I spoke to a very rude gentleman the supervisor! He told me rudely that they received a picture from the purolator showing the package was delivered. During this process I've sent pictures detailing the package, they requested a picture evidence of the purolator not communicating with me, I sent them a screenshot of my door and my work schedule etc. Columbiasportswear.ca only offered me one option of purchasing a new jacket with the same price in order to get the first purchase refunded, I find it very absurd that I have to buy another jacket for the sake of getting back the money that I paid and a package that was not delivered. Please I need help with this matter in order to get a fair refund and be treated with respect. Columbiasportswear.ca are utterly rude and uncooperative. Thank you so much for your time. Yar

  Business response

  15/12/2023

   

  Customer has been refunded and cheque mailed to them.

   

  Customer response

  18/12/2023

  I have received a check for $332.67 on Thursday from columbiasportswear. I have deposited the cheque and some is cleared.  I am grateful for your help with this matter.  Thank you so much for everything. 

   

  Yar

  Customer response

  19/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I have received a check for $332.67 on Thursday from columbiasportswear. I have deposited the cheque and some is cleared.  I am grateful for your help with this matter.  Thank you so much for everything. 
  
  
  
  Sincerely,
  
  Yar ****

• Initial Complaint

  19/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an online order from Columbiasportswear.ca at 10-Jun 2023. That include 2 items. After I paid, I got an email at 11:04am 10-Jun. 30mins later, I got an email shows me that one of the item in my order was no longer available. There is a $7CAD shipping fee in it, i think it is reasonable and acceptable for me to pay it with 2 items. However, due to the inventory change, I can only get 1 item, so I was going to cancel my order. The order number is *********. As the website shown, I cannot cancel the order once it was placed, the only way I can try is via phonecall with their customer service team. And I have to wait until that coming Monday, since they weekend close. When I contacted customer service this week, I wanted to see if there was a better solution other than canceling the order. But the representatively told me 4 things, 1-they don't guaranteed the order until it shipped. 2-the item now is re-instocked, I can repurchase, but they don't price match( that means I have to pay 5 times the price of that item) 3-they cannot cancel nor modify the order, I have to receive my parcel of 1 item, and if I don't want to keep it, i can apply for a return, but the 7CAD shipping fee will deduct from my order. 4-the customer service team cannot do anything except apologize. I was very disappointed with the experience. I think I should have the right to cancel my order. And they wouldn't send me the same item even it was re-instocked as a replacement for the previous order.They have the ability but refuse to fulfill the agreement They posted a non-existent, ultra-low discounted item in order to sell the other products on their website, that's my extremely feeling.Consumers have to accept their unfair rules. For more information, please refer to the attached email contact with their customer service. Looking for your help.Thanks. enclosed 1- screenshot of the order notification enclosed 2-email contact with them

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint against Columbia Sportswear regarding a recent purchase that I made from their outlet store in Dartmouth, NS. In June of 2022, I purchased a Columbia Sportswear jacket for approximately 80 CAD. The jacket was labeled as a Final Sale item. However, I did not wear the jacket until January of this year, at which point I discovered that it left a significant amount of lint on my other clothes. I attempted to contact Columbia Sportswear's customer support team and was advised to send the product in for warranty inspection. I paid an additional 30 CAD to have the product shipped to them. After waiting five weeks, I received a response from Columbia Sportswear along with the jacket (without any changes), which informed me that the product was a pre-production sample and therefore not covered by warranty. I was shocked to learn this, as there was no indication on the product or sales label that it was a sample item. Despite writing back to express my dissatisfaction with this response, I did not receive any further communication from Columbia Sportswear. I appreciate that Final Sale items cannot be returned or exchanged. However, I did not consent to purchasing a product sample, and I believe that it is unacceptable for customers to be sold sample products without their knowledge. The product featured the Columbia Sportswear logo and should have met the company's quality control standards. I would appreciate your assistance in resolving this matter and ensuring that Columbia Sportswear improves its sales practices to prevent other customers from being taken advantage of in the future. Thank you for your attention to this matter, and I look forward to your response. Thanks and kind regards, Amir

• Initial Complaint

  13/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My package was returned to the warehouse on 22nd, feb. Call the customer service and he confirmed me that the package was in their warehouse. He told me anything that arrives at the warehouse is treated as a refund. So, all I had to do was just to wait. I was informed that the return would take 7-10 business days. It has been more 2 weeks, no money returned yet. I did record the conversation with the rep.

  Customer response

  13/03/2023

  Thank you for the response.

  Sorry, i never received the package so I just had to go on to the website and copy the address.

  1425 Max Brose Drive, London, Ontario N6N 0A2 seems like the warehouse address. 

  Some additional information

  Order#: *********
  Order Placed: Jan 22, 2023
  Order Total: $ 249.31 CAD (3 Items)

  So, I initially put a wrong address on the order originally (it synced with my old address on the paypal), and they said there was nothing I could do about it but just to wait till the package gets returned to the warehouse. 

  The package was returned to the warehouse on Feb. 22 via Canada Post (Tracking: 1024036306309742).

  Thank you very much for your help!

*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. ↩