Columbia Sportswear Company

We are sorry to hear about what occurred with your jacket, and we do stand behind our lifetime warranty. Thank you for speaking with us this last week so that we could get this resolved for you.

Thank you for speaking with us last week. I am glad that we were able to discuss our warranty policy with you, and, more importantly, assist you with a resolution.

Complaint: [redacted]I am rejecting this response because:  The "multiple emails" the company refers to are customer service ratings, which I have ignored.  The company has NOT sent me various replacement options, just a message containing a referral name "[redacted]".  I have also received an email from [redacted], which I have responded to indicating I would like to speak with her by phone by calling her, to get this issue resolved as quickly as possible.  I asked her in the email how difficult it would be to contact her by phone - that I do not have the time, nor do I want to spend any more time on hold - waiting for someone to answer my call.  As I write this I have not received any response from her by email, and I have sent her another email today asking her to respond, and have not received a response to the second email either.  I also tried to call yesterday - twice, and today - three times, and all I get is MUSIC while I am on hold waiting for someone to answer my call.  I just hung up the phone while on hold with Columbia - one half hour.  This is the kind of time I DO NOT have, and don't want to waste any more of.Sincerely,[redacted]

We apologize as the order was shipped to the address listed on your order more than a year ago. As we have reached out to UPS, and they have confirmed the package was shipped correctly and not lost we are unable to do anything further. We consider this matter closed

Thank you for speaking with us last week so that we can assist you with your warranty claim. You should have an email from our team resolving this for you within the next two to three business days.

As we state on our website, returns must be received within 60 days. When the return was processed, it was beyond the 60 day window, however, we did accept the return but provided you a merchandise credit as it was beyond our stated return window. If you could provide us a tracking number from the...

provider you chose showing that the shipment was received by us within the return window. If we incorrectly processed your order we would be more than happy to assist you.

Thank you for contacting us about our promotion. The promotion is for a single purchase at the qualifying amount. We reviewed your orders in November and in April, and neither of those orders fulfilled the requirements for the promotion.

Complaint: [redacted]I am rejecting this response because: AS Columbia has stated they will repair and or replace boots with a defect even after the warranty period. The damage to my boots is obviously a defect and poor design. All four sides of the boots are separating at the same points, this is not a wear or damage issue it is a defect in design and manufacturing. As previously stated others have complained about the same issue and Columbia has acknowledged this to be a defect and has replaced those boots,, I deserve the same consideration. This response contradicts both those who have had their boots replaced under the same conditions and the previous response of Columbia which stated that they were inspected and found to be a wear issue and out of warranty. Columbia does not appear to have a clear approach to this defect issue and their warranty and replacement procedures and admittedly randomly chooses when to assist a customer and when to reject them as there is no foundation for their claim in this instance. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Maybe that is what you got but it's clearly not what I shipped the weight doesn't add up for the envelope with paper in it and as I've explained to you before ups considers you the shipper and expect you to contact them and you to file a claim if you didn't get what was returned to you the paying customer shouldn't be put in the middle of it this is a problem between you and ups and just because you don't want to be helpful with all due respect it's your job to help a customer if you truly only got an envelope with paper in it again you need to take that up with [redacted] stop making me pay for something that I sent back to you and you got according to the tracking information I expect a full refund. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  I want to  make sure I actually get the check since I have been told multiple times I would be getting it and I didn't.  I want the case open until I receive the check.  I have waited 6 months and once I get the check, I will close the case.  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]

We are more than happy to assist you, and on the 24th of January our team provided you a UPS shipping label to send the boots to our warranty team for inspection. As we discussed, if there is a defect with our boots we would gladly get you into a different pair of boots. Since that time, we have checked the status on the label and the boots have not been sent out by you. Our team has responded to your emails, provided you a direct number to call us back, and has left you multiple messages in attempts to speak with you on this issue over the past three weeks. However, we have not heard back from you. As originally requested, please use the label that we provided as it will provide free shipping at no cost to you and send the boots back to us so that we can inspect them.

Thank you for responding, and we take all concerns about inappropriate treatment by our team members seriously. After listening to the calls, we did hear that they tried to provide you alternate methods to purchase products in an effort to assist you. In no way, was the reference to other companies or our Columbia retail stores an attempt to be rude to you. We apologize if it came across that way.

Complaint: [redacted]
I am rejecting this response because: as you can see from attachment, I did in fact mailed the coat. According to their site, I mailed it in accordance to their instructions. I’ve verified with the postal service that it was delivered in November. Unfortunately, they don’t have my tracking number, since it has been over a month. I was told via e-mail that their system is showing processing, which could mean that their warehouse either list it or has not process it. Contracting what the response in the Revdex.com.
Sincerely,
[redacted]

The information you have provided shows that this return was received after the 60 day returns window. At which point, we were happy to provide you with a merchandise credit as an accommodation even though the return was received outside our stated 60 day return window. If we made a mistake in processing or had an undue delay we would be more than happy to assist you. We just ask that you provide a tracking number for reference showing when the package was delivered to us, as was have previously requested.

We have a limited lifetime warranty on all our outerwear products. We just ask that you ship the product in so that it can be inspected. We understand that you may want to wait until after the winter to send your jacket in. As we have a lifetime warranty, please send in your jacket whenever you are...

able to. If you have questions please give us a call at 1800-622-6953 and choose the option for warranty.
Sincerely,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]

After reviewing your claim, your product was evaluated, and it was determined that your product was returned to you due to wear, and your product being many years outside the warranty period.

Thank you for reaching out to us about your order last January. We submitted a tracer request with UPS and they verified that the order was successfully delivered to the address submitted on the order. We apologize for any inconvenience this has caused you. I haven't already, we do recommend that...

you reach out to the address you submitted on your order to see if they still have your package as it was not returned to UPS.

We have reviewed the information and have reached out to take care of this issue.  We feel your request was reasonable and hope you are satisfied with the resolution.