ComplaintsforColumbia Sportswear Company

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought boots cause of my ** for winter. They are cut look on front where lace up. Why am I charged 6 dollars to send something cut up back? This seems like insurance scam the insoles are awful from 95 dollars I paid. I want all my money back I shouldn't have to pay shipping for defective product!Thread on bottom weird ends with owz0couch or owes? The **** is my brother? Here is copy. Why is store location not listed on your site under addresses? Look at insole! These been switched! I just got today. Expand picture look at. Look at glue..Copy see"thread::KJg8t-PAM4esBRD4YsOWZ0c Why do I got to pay shipping for defective shoes at almost ******!?

  Business response

  10/07/2024

  Hello,

  We are sorry to hear about the issue encountered with a pair of Columbia boots. This is not the positive experience we strive to create for our customers. We have made attempts to reach you, please let us know how we can assist you further!

  Best, 

  - TS

  Customer response

  10/07/2024

   
  Better Business Bureau:

  I went in store. Had PERFECT service and the service in store verses online drastic difference. Now on I will go to store to fix problems or shop in future. Thank you all for your help.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order ********* on Columbia Sportswear on Sep 9, 2024. The order total was $459.51. I received the following email from customer service on Sep 18, 2024 at 8:22 am: Hello Sunday,Thanks for contacting Columbia!We apologize, ********** has informed us they were unable to deliver order . The package is currently being sent back to us so we may refund you in full. A confirmation of this return will be sent to your email address and you will be credited fully for the order.We understand that sometimes shipping issues arise. If you would like to place a reorder, please give us a call and we would be happy to apply free expedited shipping for you. We can be reached at ****************** and by chat, on weekdays 5:00am - 8:00pm ******* can check out our help center FAQ page if you have any additional questions at ************************************************'re also here if you still need help! ************* agents are available by phone M-F 5am-5pm PT at ************** or by chat Su-Sa 5am-8pm PT.Thank you for choosing Columbia!thread::daIeYF0DMGOsTNxi34Qk0kc::I called in on the same day to find out the details of what transpired. I was told that my parcel was delivered to the wrong customer by mistake and that it was being returned to Columbia Sportswear. Despite the email and verbal confirmation that I would not receive my items that I ordered, I was refused a refund! I would like a full refund. As stated in your email, I understand that shipping issues do arise from time to time. But how you treat with mishaps such as this one when they arise speaks volumes for you as a company. It is very unfair that I would pay money for goods, not receive them, receive an email from your company confirming that they were not delivered and then refused a refund. That is my money. Your company is dishonest and staff is hostile. Im only accepting a full refund. I will be reaching out to the media about this if this is not resolved.

  Business response

  09/23/2024

  Hello,

  We are not able to assist with your request as we have verbal confirmation from you the customer, as well as the courier that the package was delivered successfully. Thank you!

  - T

  Customer response

  09/23/2024

   
  Complaint: 22308678
  
  I am rejecting this response because: I have never given verbal acknowledgment that I received the package. Also the carrier couldnt have either. The investigation is still opened. More lies from this company. I will work with the carriers to get my packages. This is unacceptable. 
  
  Sincerely,
  
  Sunday Jegede

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 items online on 8/22/24a pair of boots and a rain jacket for my son. The items were shipped separately. I received the boots on 8/24/24, which I got proof of delivery fora picture of the package at my door. The rain jacket was supposedly delivered on 8/27/24. The delivery confirmation stated item was delivered in or at the mailbox. My package was not in the mailbox. I did not get any other proof of delivery. My ring camera did not show anyone approaching my door at the time they marked the package delivered. No one approaching my door anytime the rest of the day. I contacted the Columbia Store and they started an investigation. They responded a few days later that the carrier confirmed delivery of the package. So I contacted the carrier and they started an investigation and a few days later they closed my case stating they delivered my package. They suggested to look around at my neighbors doors. Why would it be anywhere else if it was supposedly delivered to my mailbox? They also suggested I contact the Columbia Store so that they could file a claim. So I contacted the Columbia store again. I explained the situation to the **** who told me he was opening a case to further investigate. A few days later I got an email saying the carrier confirmed delivery and my case was closed. At this point I am getting the run around. Its been 3 weeks and I still dont have my package, nor have I gotten a refund.

  Business response

  09/23/2024

  Thank you for your inquiry and taking my call today. As discussed the shipper has provided the confirmation of delivery to the address on the order. We would not be able to issue a refund as it is confirmed delivered but as discussed I have offered a discount on a reorder. I apologize that I am unable to do more in this case. Please let me know if I am able to assist further.  

  Customer response

  09/29/2024

   
  Better Business Bureau:
  
  The Columbia store refused to replace the item or refund my money. I have accepted Columbia's offer to match the price and give me a discount on a new jacket, only because I disputed the charge through my bank, and got my money back to order a new jacket. I have received the jacket.
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed the order on 09/06/2024. Columbia uses ****** to ship my items. OnTrac got stuck on 09/11/2024. I contacted Columbia three times to ask them to contact OnTrac because I believe OnTrac lost my package. Columbia didn't take any actions and just let me wait. I told them ****** won't deliver the items. Columbia didn't believe it and didn't take any actions. Then On 09/17/2024, I contacted Columbia the third time, Columbia realized that ****** lost my package. What I asked for is to shipping the exact same items. But because Columbia wastes a lot of times and the items are sold out! What my request are that:1. Columbia ships exact or equivalent or similar items to me with the fast shipping method without extra charge.2. Don't use ****** to ship the items to me.3. I do not accept refund! I need the items. I spent hours to find the good deal I don't want to spend hours to get nothing.What I promise to them is:1. If in the future, ****** find the package (It has low chance.), I can return the items back to Columbia.

  Business response

  09/19/2024

  Thank you for speaking with us and working towards a resolution! -S

  Customer response

  09/19/2024

   
  Complaint: 22298057
  
  I am rejecting this response because: They didn't satisfy my requirements. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My mom purchase some items for me, and unexpectedly passed away. I went to Columbia to exchange for sizes to fit me and Columbia refused. I don't have a receipt. There were 2 pairs of boots and 2 dress (tags still attached). They said they needed the boxes for the boots. Mom was in her 90s and disabled and only had what she was given. Please assist . I just want something that I can fit

  Business response

  09/06/2024

  Hello, thank you for speaking to me yesterday, giving me the time to clarify our return policy. As explained, to make returns on the website the original order would need to be placed on the website within the time provided. The store could not make a return based on the tags due to the age of the items as they are not current inventory. I apologize this is not the outcome you were expecting.
  As we are the team who are customer facing for our corporate offices, there is not any further way to escalate this matter. Thank you for your outreach. 

  Customer response

  09/06/2024

   
  Complaint: 22231946
  
  I am rejecting this response because:

  The company has made it clear that they cater to a certain demographic, and financial bracket of customers, and I will no longer patronize or support them.  I see why they're sales or falling.  I will take my business to ******, and Northface where they value the entire customer base no matter the financial status and provides superior customer service.  ******************** will be out of business soon.   Buyers beware so you research and see the complaints against this company.  They are all true.

  
  Sincerely,
  
  *************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed my order and was clearly promised a delivery date of 8/31. Today I reached out to customer service to verify my delivery date. I was told I cannot modify my shopping date, it would not arrive until 9/7. And I could not cancel, even though it has not been shipped. I was also told I cannot pay for expedited shipping.

  Business response

  08/27/2024

  Thank you for taking my call and working with us to find a resolution! 

  -SW

  Customer response

  08/27/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  --Receive email package delivered --Arrive home from work, no package, our lobby which is open 8am-5pm said no packages delivered from Onstar --Columbia email says if you can't find your package contact courier --The only option to contact Ontrac is via text, you can't call --Ontrac is trying to tell me their address they have is 06 Unit 4; my correct address is Unit 406 --I entered my address correctly, and all of my order confirmations, and emails from Columbia have my address exactly correct --The same courier also did not deliver my package from ***** yesterday as well; Aveda refunded my money right away --Columbia is telling me I have to wait 14 days for a "decision" if they are going to refund or not This is not my problem that Columbia chose this company to deliver and not my problem that they have no signature, no picture or proof of delivery. I should receive a refund. Furthermore, I placed an order for the same coat in a diff color which is arriving today from ****** and I am afraid the same thing is going to happen.

  Business response

  08/22/2024

  Received customer feedback / Monitoring missing package investigation and will give ********* updates. 

  Customer response

  08/28/2024

   
  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.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  See previous written summary that was previously submitted.

  Business response

  08/07/2024

  Resolved issue with customer , helped ***** to replace order with Virtual Merchandise Credit and will monitor with customer until delivered. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting this complaint regarding Columbia Sportswear's handling of my warranty claim for three shirts. According to Columbia's warranty policy, their products are covered by a one-year limited warranty from the date of purchase, with the statement: "Proof of purchase may be required." However, there is no mention of using the manufacturing date to determine warranty coverage if a receipt is unavailable. This omission was not disclosed to me at the time of purchase.On July 30, 2024, Columbia acknowledged the ambiguity in their warranty terms and suggested future modifications. However, consumer protection laws prevent retroactive changes to warranty terms. The ************************* Warranty Act mandates that warranty terms must be clearly disclosed and that any ambiguous terms are construed against the drafter. This Act prohibits modifications to implied warranties once a written warranty is provided, ensuring that consumers are not subjected to deceptive practices.Additionally, the Uniform Commercial Code (***) states that express warranties are legally binding and cannot be altered post-sale without breaching the contract. Sections ***** and ***** of the *** require that any disclaimers or modifications be clear, and ambiguous language is construed against the seller.Columbia's decision to use the manufacturing date to determine warranty coverage is neither disclosed nor legally permissible under the ************************* Warranty Act and the ***. I respectfully request that Columbia honors the original terms of the warranty, based on the date of purchase. If the proof of purchase is unavailable, assumptions should be made based on product condition and usage.I seek your assistance in resolving this matter promptly. If necessary, I am prepared to elevate the issue to the Connecticut Department of Consumer Protection. Thank you for your attention to this matter.

  Business response

  08/06/2024

  Thanks for speaking with us to work towards a resolution. - S

  Customer response

  08/07/2024

   
  Complaint: 22092728
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online purchase for a rain jacket at Columbia. The delivery said it would be here within 7 days. After 7 days I see it was not even shipped. I contacted customer care and they said they have an agreement with their carrier to wait 14 days until complaining. I said although they have an agreement with their carrier, they told their consumer 7 days. While continuing to tell me to empathize with them, I pointed out that they are not a mom and pop shop and actually a multi billion dollar business. At this remark, the customer care person ended our chat. The problem was not resolved and the business did not ease my worries, assist, or offer any compensation for their lack of professionalism.

  Business response

  07/31/2024

  After multiple attempts to connect with the customer, they expressed they do not want to speak with us to work towards a resolution. Please reach out to our customer care team if you need any further assistance. -S

*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. ↩