ComplaintsforPatagonia, Inc.
Athletic Apparel
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Complaint Details
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Initial Complaint
02/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On November 23rd, 2022, I filed for a return request to Patagonia, Inc. when I was under the assumption the products I had been delivered were damaged upon arrival. To specify this, one of the three shipments were poking out of the box, and it had appeared it was opened. After seeing this imperfection in the box, I decided it was best to leave all the shipments unopened and simply return the items. I was provided a label the same day, November 23rd, 2022, with the tracking number 1ZE*********849142. I shipped 1ZE*********849142 November 29th, 2022. After seemingly being lost over the December holidays and rescanned in Secaucus New Jersey on December 14th, the package was then lost again and a claim was opened on January 11th, 2023. The following day on January the 12th, a claim was reportedly issued to sender by UPS. To this day, months later and unnecessarily if I may add, I am without a refund and UPS has seemingly compensated Patagonia or something along those lines. I am filing this complaint to highlight the delays Patagonia, Inc. is placing on my order's return and to attempt to have higher entities help me with my search.Initial Complaint
01/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order on 1/26/2023 with expedited next day delivery. My order is still unshipped as of 1/28/2023 even though customer service stated it would ship on 1/27/2023. I requested a cancelation given the uncertain delivery date and I'll be out of the country. Customer service won't simply cancel and refund my order even though the order is unshipped. They need the "unshipped" order to be "shipped" out to me with a return sender request in order to process a refund request.Initial Complaint
01/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order Number 17625291. I made an order on Dec 20th, the order number is 17625291, and the total amount is 1286.95. We found the size are too big, so we decided to return the items. It's not a small amount, so we choose to return them by USPS store drop off, which means we need to go to USPS, showed the return barcode to the USPS staff, and gave the return package to USPS staff in person. BTW this service cost $5 on the Patagonia website. On Dec 29th, I went to the USPS store and gave the package to USPS staff. The tracking number is 92*********82*********4613. On Dec 30th, I found the package was delivered. However, until today (Jan 27th), I still didn't get the refund, so I asked Patagonia's customer service about this situation. They claim they did not receive it so they can not refund. I went to the USPS store immediately and the USPS staff told me the package was already delivered and provide a receipt for us which shows the package had been picked up and processed by Patagonia's agent (I have uploaded the receipt picture). I have sent this receipt picture to Patagonia's customer service and they still refuse to refund me.Initial Complaint
01/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a medium jacket as a gift. I have several jackets from this company that I have purchased that are also medium. They have all been roomy and have fit with extra room. The jacket I received from this company is comparable to an extra small. It won’t fit over my arms. And I usually wear between a small and a medium.Initial Complaint
01/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello. I have been trying to resolve this issue with Patagonia directly for the past month. I have not received a refund for order number (US17378271), which all items were returned. The first time I was told it was being unboxed. However, the was two-three weeks ago and still no update or communications. I don’t understand how Patagonia states that they are unboxing my return, when UPS says it has been out for delivery for three weeks now. I also contacted UPS and they stated I would not be able to file a claim for this package since it was a return service. I don’t know what else to do in order to get my money back from Patagonia for my returned order. My last resort is to dispute this charge with American Express. I regret being so loyal to a company who obviously does not value the amount of money I spend at their company, annually. I will start bringing my business elsewhere since I’m looked at as a criminal for simply trying to make a return. Might want to looking at your customer journeys and work toward improving them. Horrible experience. T**** **** [email protected] ###-###-#### 115 Vernon Ave Louisville KY 40206 USPS/UPS return service tracking number 92*********82*********3338Initial Complaint
01/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
11/26/22 I started a return for a $1009 order of multiple Patagonia bags. I received my return label, and shipped the item out by 11/29/22. I had been waiting for my item to be received and refunded, however Patagonia used a shady 3rd party UPS shipping service and my package was lost. The tracking is 92*********82*********0790. The item was out for delivery 12/10/22 and never updated. So either Patagonia received my item and willingly hid the fact they did, or UPS lost my package. Either way it is the company’s responsibility to handle issues like this when they are providing shipping services/labels (especially when they skimp out and save money doing so). If I had the choice I would have returned my item directly through USPS or even Fedex and not a 3rd party. I reached out on Dec 22 asking for an update, and was told there was none yet and told to reach back out after new years. I did so on Jan 5th, no response yet.Initial Complaint
12/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
this complaint form. I have purchased cloth through Patagonia for thanks giving gift for family member and my order number is US 17****79. The order came in with broken boxes and item missing, and they are one size smaller than our size. so I decided to return the item back. and it was shipped out via USPS with tracking number 9202 **** **** **** **** 8802 12 on the date of 11/21/2022. on the website it said will process return in 4 days. and it has been 17 days and i still not heard anything back from Patagonia, and I contact with customer service request for my refund, and they said they will not refund my money until they received the return. the tracking on usps website shows in transit since last Wednesday 11/30/22 and never updated ever since. I called customer service twice been told me have to wait and wait until they receive the cloth, what if they never receive my cloth and I have to wait forever? I feel really upset and annoyed with their customer services and I am requesting for a full refund right now.Initial Complaint
11/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The complaint is in regards to Order US******73 (Order Date: 08/20/2022). I would like to return Refugio Day Pack 26L because I am not satisfied with the storage. I contacted customer service on 11/06/2022 and they will not generate a return label for the item. I previously returned Atom Tote Pack 20L from the same order number and was refunded for the item. I used a pre-paid return label for that return. In order to resolve my complaint, I am asking for Patagonia to provide a $5 return label for the Refugio Day Pack 26L so that I may send the item back. It is cost prohibitive to purchase my own label. I expect Patagonia to honor their return policy.Initial Complaint
04/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 02/06, my gear was received by Patagonia for repair. On 03/30 I received an email stating my gear had been repaired and was being shipped back to me. On 04/01, I opened the box to find my gear shoved inside of a wet plastic bag. The gear is very moldy and all the down feathers have been removed. They sent a note stating they could not repair it because it was dirty. I sent the jacket in clean. It looks like someone at Patagonia washed the jacket, all the feathers fell out, and left it in the warehouse for six weeks to mold. I don’t know what happened, but I am sickened with disappointment. Mold is also a health hazard so this is disgusting that they would do this. Patagonia ruined my favorite jacket without explanation. I mailed it to them in clean condition and received it wet, destroyed, and moldy. I’m attaching photos showcasing the condition in which I received my prized jacket. I sincerely regret sending it in as it was perfectly good before, just needed some holes repaired and some more down stuffing.Initial Complaint
02/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I returned some items on 1/13 since the wrong sizes were sent to me. I spoke to rep and they were being very rude to me when I only ask them on how to process an exchange. They told me to just return everything and place a new order. She sent me a return label showing it was suppose to return to Torrance, CA. I dropped off all the items and few weeks have passed without updates. I contacted them again requesting an update on my refund so I can place a new order. They proceeded to tell me that there was no returned processed or anything. Then another rep told me that they never got my return and it was never received at their "Reno, Nevada" Warehouse which is a completely different location from the label they provided initially.
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Customer Complaints Summary
24 total complaints in the last 3 years.
9 complaints closed in the last 12 months.