Columbia Sportswear Company

I am sorry to bother you again but I need to explain this situation in something other than anemail. I hope you can bear with me.As you know I bought some boots that, depending on the retailer, will keep feet warm in weather-25 to -40 degrees. The boots do not perform as advertised.I actually was on a waiting list with Bob's Store to get these particular boots because I wanted warm feet. Finally bought them 8/25/15. Did not wear them all of 2015 as they were not needed. Kept them in their original box in the closet.Wore them 12/17/16 in 29 degree above zero weather. Feet froze. Wrote to the company to tell them the boots do not live up to their advertising. No response. Wrote again on 1/13/17.Receive a call from a fellow named Jeff on 24th at 11:35am who told me that the boots were out of warranty. I said that these boots had not been worn and, in warranty time or not, they should do as promoted. I was to send pictures of boots and someone would get back to me 24-48 hours. No one did. I sent an email to Jeff asking what has happened. No response. So I wrote to you on the 31stApparently that contact with you promoted some action.I received a call from a fellow named Rodney 2/2 4:15pm. Will not honor the warranty ( note: boots have been in a box, shouldn't they still be able to keep my feet warm? Did they lose that ability while in the closet? ), will not refund my money because I bought the boots from Bob's( note: because I bought the boots somewhere other than directly from them shouldn't they honor at least an implied warranty on their own product? ) so I can buy warm boots. I can send back the boots, receive a credit and buy another pair of boots from them.......same company. Now I ask you, if you had researched, waited on a list to get a pair of boots that failed the firsttime out the door would you want another pair of boots from the same company? Anyway, I looked around their site and see all the boots are basically the same = cold feet. Rodney said Icould buy anything from their site....a jacket, a shirt, a pullover ................. I NEEDboots..............not a jacket, shirt.I worked hard to be prepared for the snow and cold after the winter of 2014 here inMassachusetts. I thought I was prepared. But the company ignored my letters of December and January, refused a refund to me so I could buy warm boots and nowwwwwww ...........we are having a blizzard...................! needed boots.  Because this company's boots do not do as stated, because they ignored my requests that began in December, because they did not answer multiple emails I had to go out to buy boots with money, a senior on a fixed income, didn't have as $170 is tied up with their boots. Their delay tactics has caused for me multiple problems.So.................. I have 2 pair of winter boots..................their Joan of Arctic boots back in their original box after one cold wearing and a part that helped me keep warm while shoveling.When I went to your Revdex.com sight I saw that Sorel has a 100% negative rating based oncomplaints against them .Then Iwent to Columbia Sportswear in Revdex.com listing finding others complaining of exactly what I am telling you. This negative rating being 70% with 64 complaints similar to mine.I thank you for your time. I know you have no leverage over companies that do not honor their own merchandise warrantees/guarantees/information. But at the least you are able to add this to your complaint list so other purchasers will know to stay away from Sorel/Columbia. How I wish I had.

We appeased the $12 to each of your orders. One order was placed on a credit card and the six dollars should be reflected there. We apologize that we did not explain that when we reached out to you that your monies would be returned on to two different forms of payment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and find that this resolution is satisfactory to me.
 The store actually compensated me more due to the communication breakdown within the process and their warranty department also communicated the same and the time and effort it took to resolve it outside of Columbia including traveling to the store several miles away and travel.  It was a shame that Columbia's internal team was not able to coordinate which lead to this complaint. the local manager went above and beyond her duties to make things right outside the process. 
Sincerely,
[redacted]

I have called the consumer by phone three times over the last four business days to gather information to remove her from our mailing list, however she has not returned my calls as of yet. I did let her know on her voicemail that I am not the person she has already spoken with and am hear to assist her. Once she contacts me at the phone number I left on her voicemail I can have her removed from our mailing list. I look forward to hearing from her in the near future.

I am glad that we were able to speak with you today. After reviewing your order attempts, your information has been flagged by our security and risk provider as a high risk order and was cancelled. One of the factors is the high amount of returns on your past orders.  Due to this, we are...

unable to accept any orders where your credit card is not present.  No monies have been taken from any of your credit cards as these were only authorization attempts that have been released. Also, you do not have to worry about your credit card information being stored asColumbia sportswear does not store any credit cards in our system due to security and privacy regulations.

Complaint: [redacted]I am rejecting this response because: Colombia took all available credit card limit (Temporary Hold)...

without placing the order which leads to delay my worm jacket and keeps me in cold because im not able to buy another jacket, in addition im not able to use the credit card for my weekend and for my baby. Your customers service supervisor didn't help me at all and she was very aggressive that time. Im requesting FREE jacket or other compensation to be satisfied.
Note : every year I spend at least 1800$ for me any my baby and I nerver ever had any issues like this, im really disappointed.
ready to provide you last years invoices to show prove you how much I was loyal to your company.
Sincerely,[redacted]

Thank you for reaching out to our warranty department. It seems that you may be referring to a different jacket than the one that was sent in. The one we received was a jacket produced in the late 2000s. If you have a jacket that was just recently purchased this was likely not the one sent to us. If...

that is correct, please complete our warranty form online and send that in to our warranty team. If that is not correct, please give us a call at 877-927-5649 and press #3 for warranty. Our warranty team can handle any questions you may have.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:Everyone at Columbia has been very courteous in regards to the issue but so far I still can not order anything from their website.  Hoping that they find a resolution soon.  As recently as December 7, 2016 I still could not place an order.Sincerely, [redacted]...

[redacted]

Thank you for speaking with us on the 8th. As noted on that call, your authorization with PayPal has been released.

Complaint: [redacted]I am rejecting this response because:
The Columbia.com system auto correction for my address saved in the web site. So I can't received the package. No my responsibility to take the risk in lost package.
Hope you can reconsidered for the refund to me.
 
Thank you.
Sincerely,[redacted]

We apologize for the inconvenience this has caused. Please know that the Customer Care team is working to solve why this issue is happening to you.

We are sorry to hear that you had a problem with our boots. Our warranty department reviews every claim that comes in. If it turns out to be a defect that caused any product issues, we will repair or replace those products, even if they are beyond the stated warranty period. After review, it was determined that there was not a defect that caused the tears on your boots. We are sorry that your boots did not live up to your expectations.

We are sorry to hear about your boots. Our boots do have a one year warranty. The boots you are referring to were manufactured and sold before 2010. If you have a receipt showing that you purchased those within the last year, or you have any other questions about our warranty program...

 please contact us at 1800-MaBoyle and press ** for our warranty department.

Thank you for reaching out to us. We have sent multiple emails with various replacement options to you. We also spoke with your husband atthe contact phone number that was provided. We asked him to relay to you that you could respond to the email or you could call our warranty manager at the number...

we have provided.  We look forward to resolving this issue with you. Please respond back to any of our prior communications or call the direct number we provided to our warranty manager.

We apologize about your original experience and that you were not provided the correct resolution originally. As we stated in our email to you, we have refunded the shipping costs from your orders. We have also extended you a discount on a future order, if you wish to do that.
Again, we apologize...

for any inconvenience this has caused.
Sincerely,
Customer Care

Complaint: [redacted]I am rejecting this response because:
I understand Columbia does not want to be responsible for products that disintegrate after 1 year.  I don't expect to obtain any sort of reimbursement at this point, but I will make my experience known.
Thank you Revdex.com.  Nothing further far as I'm concerned.

Hello,
We appreciate your patience as we tracked down your return. We were able to locate it and a credit of $175 was posted to your credit card on December 30th.
 
We apologize for the delay and any inconvenience this may have caused.
 
Columbia Sportswear

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:My kids AND a sitter were home at the time of the stated delivery. Whether or not your contracted carrier says that they delivered the package, it was not received by me. I am out the $76.78 without so much as a gift card from you. I want this to be a part of my complaint, so that others will know how your customers are being treated. Your stock has gone way up in recent months. Can't you reimburse a single mom whose package was not received?My order number from Amazon, so you can research this, where I ordered the same jackets and they were successfully delivered:Order DetailsOrdered on December 30, 2016  Order# [redacted]Shipping Address[redacted]xxx  xxxxxx STxxxxxx, CA xxxxUnited StatesPayment MethodVisa[redacted]Order SummaryItem(s) Subtotal:                        $59.98Shipping & Handling:                 $5.99Free Shipping:                          -$5.99Total before tax:                        $59.98Estimated tax to be collected:   $4.80Grand Total:                              $64.78TransactionsDelivered Dec 31, 2016Your package was delivered.Columbia Big Boys' Glennaker Rain Jacket, Black, MediumSold by: Amazon.com LLCReturn window closed on Jan 31, 2017$29.99Condition: NewColumbia Big Girls Switchback Rain Jacket, Haute Pink, MediumSold by: Amazon.com LLCReturn window closed on Jan 31, 2017$29.99Condition: New
Sincerely,
[redacted]