ComplaintsforCotopaxi
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Complaint Details
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Initial Complaint
02/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hi, I returned the items in my order because some didn't fit well and others the color or size was incorrect. This was my first time buying something from this store. The return was mailed over a month ago and I still don't have refund. When I contact the store, they tell me that it should be done this week. This is not the kind of service that I expect from a business that claims to provide excellent customer service. The return was made using the labels that they sent me and I dropped it off with Fedex. **Business response
03/22/2023
The customer submitted a return on 1/5/23 and mailed it in on 1/10/23. Larger returns are manually processed by our Returns Team at our warehouse. The customer reached out on 2/8/23 saying she had not seen the refund come through. We let her know our policy and once the item arrived it would be processed. She followed up on 2/11/23 and the tracking had been updated. The package was damaged by FedEx so they did not complete the delivery. We then manually processed her refund on 2/13/23.Customer response
03/23/2023
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
12/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned a coat under warranty and received a replacement in a timely manner. Both coats were sized small. The one I returned fit perfectly. Its replacement was much too small. I wrote to the thread were an employee and I had communicated about the replacement. No answer. I wrote to the email informing me that my new coat had arrived. No answer. I wrote again to the original thread- a series of correspondences. Still no answer. I submitted claims using their online system, twice. No answer. I messaged them on Facebook. No answer. They claim to respond in 1-3 business days. I haven't heard from them since the new coat arrived over two weeks ago. I can't process a return because the new coat replaces one under warranty and the refund came up as $0.00. I can't request an exchange because both coats should fit, in theory, and the newer one is too small. And I can't get anyone to assist me because they are ignoring my emails. I have read many reviews online about this business failing to respond or refusing to assist other customers.Business response
03/22/2023
Customer submitted a warranty claim on a jacket 10/21/22. The claim was approved, and a new jacket was sent 11/15/22. The customer then followed up not liking the fit of the new jacket. We helped him return the jacket for free, however the return was lost in our holiday returns, so the claim was not resolved until 1/9/23 when we issued him a gift card to use on a future purchase for the amount of the purchase price of the item rather than another replacement jacket.Initial Complaint
12/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hi, I bought 6 items from Cotopaxi online store on October 23rd, 2021 and so far, I didn't received any item. I send them emails 3 times without any answer. My order number is ******************** and it is written under VIP shipping since the day I bought them. I would like to receive my items and to know when it would be possible. If not, I want a full refund. Kind regards, *****Business response
03/22/2023
The customer reached out to us on 12/2/21 providing screen shots of an order confirmation. Based on this information, we let her know that this was not an order placed from our site directly. She would need to contact the customer support team from the company she purchased from to get an order status update or refund. We did not have her funds or order.Customer response
03/22/2023
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,
***** ********
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.