Complaints

This profile includes complaints for Patagonia, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Patagonia, Inc. has 7 locations, listed below.

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  Patagonia, Inc.

  259 W Santa Clara St Ventura, CA 93001-2545

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  Patagonia, Inc.

  8550 White Fir St Reno, NV 89523-8939

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  Patagonia

  Haleiwa, HI 96712

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  Patagonia, Inc.

  Haleiwa, HI 96712-1470

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  Patagonia, Inc.

  2936 Main Street Santa Monica, CA 90405-5340

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:03/10/2025

  Type:Delivery 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 returned 3 jackets to their return facility in 1 box in February and chatted with Eric on 3/7/25 via online chat to get an update on my return. He said "return package delivered to us on 02/11/2025 and we are currently working hard and overtime to catch up to our returns after our huge end of season clearance sale that ended in February. Currently we are working on packages delivered to us on 02/11/2025 and we do not show this return package processed yet but it should be very soon. " He has no time frame of when my refunds will be processed because they are not at my date of when it arrived yet. He thinks it will be tomorrow or by the weekend but he cannot guarantee. He will try to expedite that but that is still no guarantee. That is poor customer service that you are focusing on sales and holding return orders and not processing them in a timely fashion. CLOSE TO A MONTH for a refund is ridiculous. Something could happen to all the packages you haven't processed because it wasn't done in a timely manner. Customers need to know that you are focusing on sales and being greedy than actually customer service in providing refunds to their customers. No one should be waiting close to a month on refunds. At this rate you should provide additional compensation besides all of my refunds on the 3 jackets to make up for the time trying to get my refund.

  Business Response

  Date: 03/10/2025

  Thank you for taking the time to share your feedback with us. We understand your concerns and truly appreciate you bringing this to our team's attention. Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. In reviewing this case, it looks like our team member has escalated a case to our accounting team so they can work on expediting a refund for your return as soon as possible. We sincerely apologize for the frustration our return times have caused and we hope you'll give us an opportunity to serve you again in the future. If you need further assistance, please don't hesitate to reach out to us directly. 

• Initial Complaint

  Date:01/27/2025

  Type:Delivery 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 had recieved another party’s order, therefore didn’t receive my own. I was denied a refund therefore I reached out to the other party via their invoice information they provided proof to me that they contacted Patagonia about recieving my items and that they had returned it. Patagonia still refused to send me a refund/replacement even though my items were recieved back to them. I have provide them enough proof and have been trying to resolve this in the humane way possible. They have refused to show any evidence that my order wasn’t mistakenly packed or about now they are saying connections between other party. I’m not sure anymore.

  Business Response

  Date: 03/03/2025

  Resolved 2/26/25 by Patagonia Customer Service and Order Management teams via chat, phone, and email.

  Customer Answer

  Date: 03/04/2025

  
  Complaint: 22857560
  
  I am rejecting this response because: The person who recieved my items sent back 3 out of the 6 items I had ordered. They refunded me 3/6 items however didn’t refund me the other part due to high risk of fraud however I have provided them with so much evidence that I didn’t receive these items and even screenshots of text with the other party. This is a Patagonia issue as they aren’t doing their job and investigating or providing evidence. I am aware they never even reached out to the person who recieved my items to confirm any details. I need a full refund or I will be taking this to court.
  
  Regards,
  
  M***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Delivery 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.

  Three products were ordered from Patagonia on 1.16.25. My wife also ordered later that day. Hers were delivered on 1.21.24, mine have been sitting at the sort facility, less than 20 miles away from my house since 1 am that same day. I called patagonia and spoke to a representative named Lilly, though she repeatedly refused to identify herself. I explained that deliveries from that facility had occured the day they claimed a delay for weather. She simply said we had to wait until after 1.27.25. I wanted her to call the sort facility, but she chose to argue with me instead, then offered to transfer to a supervisor. At that point I asked for her name and to be transferred. She refused to identify herself in anyway. I then had to repeatedly request for the transfer. The goods ordered should be delivered. Full stop. Patagonia claiming that they did their part just by shipping them out and that any fault lies with the shipping company (the company they chose to use) is simply insane.

  Business Response

  Date: 03/03/2025

  Resolved 1/27/25 with Patagonia Customer Service via phone – no charge replacement issued.