ComplaintsforColumbia

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of transactions 10/31/2023 Amount: ****** I purchased two pieces of clothing on Mountain Hardwear (since mountain hardwear was acquired by Columbia, so here I am complaining about Columbia), and the company subsequently used Lasership (actually shipped by On Trac) to ship my goods. The package showed it was delivered on November 1st. But I came home from get off work and the package wasn't at my door. I also checked the mail room and parcel locker in the apartment and I didn't find it. So I clicked on the email that showed the package was delivered and checked the tracking infomation. I found that the location of the package in the proof of delivery photo was not my door. Apparently, the package was mistakenly delivered to the wrong address. Then I contacted lasership and mountain hardwear respectively. They all started investigating. Lasership told me they completed their investigation and were unable to determine the location of my package and they asked me to contact the seller. So I contacted mountain hardwear. However, Mountain Hardwear still refused to compensate me after I provided them with the email sent to me by Lasership asking me to contact the seller and the photos showing the proof of delivery of the wrong delivery.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  11/14/22 purchased a jacket for $156.58. order no, ********** and received a pair shoes. I immediately called expecting them to resend the jacket. As I was advised I will have to rebuy the jacket I didn't get and send back the shoes before they could or would do anything. I only want them to send the jacket OR not hold on to my money until they received the shoes they sent in error. Horrible customer service. I asked several times to speak to the manager and they put me on a 45 min hold and then hung up on me.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new Mountain Hardwear Crater Lake Half zip through authorized retailer REI. (Purchase # A256018255) After several wearing problems with the right sleeve, I found that the right sleeve is half an inch shorter than the left sleeve. This is a new purchase, not a warehouse or factory-seconds sale. However, the low quality of the sewing does not meet even "factory second" status. It is unacceptable to sell a poorly-sewn, mismatched-sleeves item as new. I called Mountain Hardwear's customer service number at 10:47 AM PST November 14. I asked "Aren't you ashamed to be selling low-quality factory seconds to your retailers as new?" The rep merely said, "That is a third-party retailer. You will have to take it up with them. We can't do anything." Even the company's phone agents lack the intelligence or ethics to have any sense of corporate ethics, or to do anything to correct this unacceptable blunder.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I ordered a top and bottom from them, and ordered the correct sizes according to their size chart. It was a sale item and my sizes were the only ones available. When I received the items they were way too large, so I attempted to exchange them for the correct size. When I called to do so, the operator informed me that they do not perform exchanges and they could not send me smaller sizes because they had an updated version of the same items, but they were full price. I would never have ordered the items if the chart was accurate, and I feel that they should honor the price I paid and replace my items with the correct smaller sizes.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I place an order March 4, 2022, for $70 for various clothing items, http://www.mountainhardwears.co/h-account-trackingOrder.html?itemno=ZO202203043298731627 On April 11 and 28 I asked when the order would ship. On April 12 Elle Joy replayed saying they would reply in 2-3 days. I have heard nothing since.I would like the order shipped or a refund.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered a $500 MSRP tent from Mountain Hardwear in April 2022. They sent me a slightly different tent with a $430 MSRP. I needed a specific size and the one they sent was smaller. I tried to get ahold of customer service to resolve the issue but the only suggestions they had was to pay for return shipping/fees and re-order the tent again (either locking up another $500 or having to wait months for the refund to go through). I implied that these options were not acceptable, and they basically told me to get lost. I would like to see two possible solutions to this issue. 1. I will keep the smaller tent and Mountain Hardwear will refund me the $70 difference in MSRP value plus $30 for spending an hour of my time dealing with their shipping issue. $100 total refund.2. Mountain Hardwear ships me the correct tent immediately and I will return the tent that I did not order with no shipping or other fees incurred on my end.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered the item Men's Mt Eyak/2 Jacket on 10/27. Once received I discovered that the fit was terrible due to a bad sizing chart, but worse yet it was missing features listed on the website. In particular there is no draw string hem. I contacted their returns team and got very little in the way of help or apology for the false information, instead they tried to upsell me on a nicer jacket that had the feature the original one was supposed to and not even offering to match the original discount that had led me to purchase the first jacket. The manager named Grace ** acknowledge that she would not want to send me another of the same item because she could not guarantee that any of them had a draw cord hem. This is of course because the item doesn't come with one and is clearly not pictured with one the way all other items with this feature are. I requested that they at the least update the site to avoid continuing to mislead people. I sent the item back and it was received on November 17th per *** tracking. Nearly two weeks later and I still have not received a refund. Not only that the item is still listed with the feature and they show no sign of taking it down. They are lying to customers.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I filed a warranty claim#W210713FDFE0B for my Super ds Stretchdown Hooded Jacketcause the zipper literally broke right off. I sent it in it showed delivered a week went by so I called about it and was told it takes 4 weeks to process and to call back if it's been longer. 4 weeks went by and still I called back I spoke with a woman in warranty. I gave her all my information and information about the Jacket I sent in and was told to expect an email. I get an email from her asking for proof of tracking saying a screen shot will do so I gave my screenshots of my tracking showing delivered via email. She also said that there isn't a person whom could have recieved my jacket even though tracking states it was recieved by an individual so to file a post office claim which was denied because they show my jacket as delivered. I have to this day never heard back. At this point I'd like either my jacket back or to be refunded via gift card or PayPal for my $300 jacket MH has had for months now.

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