ComplaintsforPatagonia, Inc.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I bought this jacket new from the Patagonia store, the sales told us that Patagonia has great warranty, if there is anything wrong and they will fix it for free. We paid $400 for the jacket. Now there are some holes near the wrist section and we tried to setup a repair as warranty claim. But we were told we have to pay shipping fee ourselves for sending in repair!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Its been over a month since I have returned my items and I have yet to receive my refund. I just want my refund processed. Never shopping here again.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 22, 2023 I submitted my repair form to Patagonia and let them know the item had been mailed back to them that day. The repair form indicated the shipping method. Many months later (it takes many months for them to process repairs), I had not heard back from Patagonia. I followed up with them. It was only then they told me they had not received it. That was on February 6, 2024. I asked them on February 8, 2024 to have a supervisor check again. No response. I followed up again on March 7, 2024. Still no response.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've already returned this item and awaited a refund regarding order US******66 Multiple times i have contacted patagonia stating that an item was missing from the order but I've returned all the items that was initially shipped. They've refused to credit my account and flagged my account for no reason when it was my first order.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May Concern, I am writing to formally file a complaint regarding my recent purchase experience with Patagonia, Order Number US********. On February 8, 2024, I placed an order for six items through Patagonia's online platform. However, upon receiving the package on February 12, 2024, it was evident that only one item was included. In response to this discrepancy, I promptly contacted Patagonia's customer service department to address the issue. Despite providing all necessary order details and explaining the situation, I was dismayed to be informed by a representative that Patagonia would not provide a refund or replacement for the missing items. This response is unacceptable, and illegal. I am deeply disappointed by the lack of accountability and disregard for customer satisfaction demonstrated in this instance. I expect a company like Patagonia to uphold its commitment to customer service and rectify any errors. Therefore, I am formally requesting a full refund for the entirety of my order. I trust that the Better Business Bureau will thoroughly investigate this matter and take appropriate action to address this grievance. Thank you for your attention to this matter. Sincerely, Cole Ochstein

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau, I am writing to file a formal complaint against Patagonia regarding an unsatisfactory repair and unacceptable offer for my puffy jacket in grey. On November 2, 2023, I brought my jacket to the Boulder store to repair a small hole in my left arm. I was initially informed the repair would take 3-4 weeks. Unfortunately, my jacket was not returned until after ten weeks. While I appreciate the effort put into the repair, it unfortunately fell significantly short of the quality and professionalism I expect from Patagonia. The patch used to fix the damage is: Clearly mismatched in color and texture: Instead of blending seamlessly with the original fabric, it stands out visibly, detracting from the jacket's appearance. Applied externally: Unlike the other internal repairs, this patch is visibly stitched on the outside, leaving a small piece of fabric hanging out, further compromising the jacket's aesthetics and functionality. These issues render the repair unacceptable and leave me deeply disappointed. To add to my frustration, when I expressed my concerns, the only solutions offered were: A full refund: However, the current price of the [jacket model] in [color] exceeds the refunded amount. This effectively means I am left without my original jacket and unable to purchase a replacement due to the insufficient refund. Another repair: This would take an additional ten weeks, with the strong possibility of extending further based on my current experience with repair timelines. Given Patagonia's reputation for high-quality products and outstanding customer service, I find these solutions entirely unsatisfactory. I'm attaching picture however due to the light the color difference and awfulness of the patch is not properly appreciate it. One of the people at the store said that he saw the color Greenish-grey but the patch was grey. So it is different.

  Customer response

  02/01/2024

  patagonia sent me a credit for $161.68 which is not enough to buy a jacket like the one they broke. I can't use that money to buy another brand because is a patagonia credit. This is extremely unfair. The way this company is doing business doesn't motivate me to spend my money with them. Why are they allow to be so abusive?

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  At some point in recent years Patagonia added my email without my permission to its Patagonia Action Works. While I support the initiative, I want to unsubscribe from the list since I receive too many emails in general. I used the "unsubscribe" link in the emails several times. Each time I received confirmation that my email was unsubscribed, but continued to receive emails. A year ago I contacted customer service and they assured me that they removed my email. However, even after that assurance, I continue to receive the emails just the same. I would appreciate it if BBB could cause Patagonia to remove my email from the Patagonia Action Works mailing list. In addition, I'd like to suggest that BBB uses its influence to make Patagonia fix the "unsubscribe" link in their emails.

  Customer response

  01/28/2024

  Dear Brent Copelan,

   

  Thank you for taking action re my complaint. Since Patagonia hasn't removed me from their list when I requested, despite saying that they did, and hasn't replied to you, I'll be happy to hear suggestions for additional actions I could take.

   

  Thanks,

   

  Y*** ******

   

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On Nov 20, I ordered a jacket (order #US*****946, total $184). According to the tracking information, the package was delivered on Dec 2. However, I have not received the item. Despite reaching out to the carrier, they advised me to contact Patagonia. Unfortunately, Patagonia has shown no interest in assisting with this issue. They have refused to check with the carrier, declined to provide a refund, and are unwilling to ship a replacement. This has undoubtedly been one of the most disappointing customer service experiences I've ever encountered. Their main contention is that my order was delivered to a "Freight Warehouse" according to their definition. When placing the order, I specified the delivery address as a shipping company rather than my residence. The rationale behind this decision is that the order is intended for a relative for the upcoming new year. To spare myself the inconvenience of driving to NYC, where the shipping company is located, I opted to have the jacket delivered directly to them with instructions to ship it out upon receipt. I was never informed on their website that delivering to a shipping company violates their "Freight Warehouse" policy. They should have canceled my order upon noticing the address I provided. The attached email from them also stated, "We attempt to prevent these shipments, but in your case, your order was missed." Therefore, I disagree with their argument based on the shipping address. It appears they overlooked my subsequent emails on the matter. So I have argued that it is their duty to enforce their "Freight Warehouse" policy. If the delivery address for the package is my residence, would they provide a refund? If so, then Patagonia should also refund me, as they are responsible for ensuring the successful delivery of the package. In the event that the package is not delivered, I would insist on receiving a refund.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase totaling $259.15 ($239.40 for the item and $19.75 for the tax) and started the return process. On their website, they claim the return shipping label fee is $5.00, so I was expecting $254.15 as my refund amount. However, I only received $251.76. After contacting the customer service, one person name Jozie kept saying I was charged $17.36 for the tax and the order total was $256.76 when I placed the order. This is wrong, for the following facts: - My county tax is 8.25%. $19.75 / %239.40 gives 8.25% - My attached order status screenshot from their website patagonia.com clearly shows I paid $19.75 for the tax - My attached paypal account activity clearly shows I paid $259.15 total when I placed my order.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On February 3 2023 I sent back M's SugarDown Hoody Item: 85530 Crater Blue XL with the return label that Patagonia provided me tracking #92** **99 9911 **** **** ***6 62 this return service normally takes a 5 days to arrive to there return center in Reno Nevada but it still hasn’t arrived it’s been 10 business days and there has been no updates in the tracking since February 4. 2023 I contacted Patagonia over 20 times regarding the lost package and when I can expect my refund but I keep getting different responses one person said they were going to submit my refund since the package is most likely lost because there have no updates in tracking for over a week and they lied because I was issued nothing. I’m filing this complaint because I’m sick of being treated like I did something wrong when all I did was use there return label and sent it back it’s not my fault it’s lost plus a lot of the customer service agents I speak with all have attitudes with me like they don’t wanna help me. 

*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. ↩