Columbia Sportswear Customer Service Issues

I purchased a winter puffer coat and boots from the Columbia store in downtown Portland, Oregon, two years ago. After realizing the boots were too short, I contacted customer service to inquire about returning them and the coat for a matching set. They provided me with two different return addresses, and once I shipped them back at my own expense, I did not hear anything further. After several attempts to track down my returns, I discovered they had given me the wrong instructions. The boots were located and returned to me, but sadly, the coat worth over $[redacted] has not been found or returned. Despite assurances of a refund, it has not been processed. In my latest communication, I requested written confirmation but have not received it. I am still without the coat and the refunded amount.

Last year, Columbia kindly replaced my jacket due to a broken zipper I couldn't fix. I'm grateful for their excellent return policy and love the replacement jacket I received. Regrettably, I left it in the car with my dog who has separation anxiety, and she chewed on it. While I can't bear to see the damage, my sister believes it can be repaired. I understand Columbia isn't responsible for this, but I prefer to repair the coat rather than discard it. I've heard that Columbia offers repair services for damaged items at a reasonable cost to the customer. I'd appreciate it if you could reach out to me via email to guide me on how to proceed with getting the jacket repaired. Thank you for your assistance.

I placed an order for the Snow Country™ Hooded Jacket on November 17th with the expectation of receiving it around November 20th. Despite my credit card being charged, I have not received the jacket as of December 3rd, and there is no shipping update available. My attempts to contact the company have been unsuccessful as the provided phone number leads to a cycle of recorded voices and then a disconnection. Emails have also been unhelpful as a response directed me back to the phone number. I have tried diligently for a week to reach someone to resolve this issue to no avail. It is disappointing that the company appears indifferent to my situation and unresponsive to my inquiries about the missing jacket and my payment.

Dear Customer Service, This is my third attempt to connect regarding the defective boots I returned to you. I am a loyal customer and have never faced such an issue before. It's been many months since I returned the boots with no response from your end. To continue shopping with you, I request a prompt reply regarding the status of my boots. Thank you, Richard --- Hello, I sent the defective boots to your Portland Warranty address through UPS in September as per your instructions. However, since then, I have not received any repaired or replaced boots or even a response from Columbia. Can you please investigate this matter and provide me with an update? Thank you, Richard

Last October, my wife and I traveled to New Zealand for a two-week trip in the South Island. During our travels, I noticed unexpected holes in my Columbia shoes. This discovery was concerning, especially since we were changing locations frequently and did not carry extra shoes. Luckily, I was able to find a special repair glue at a shop and spent the following nights fixing the holes. Despite my repairs, I am unsure if the shoes will hold up on future trips. These shoes are relatively new, which makes their sudden deterioration even more puzzling. I am hesitant to use them again, especially when abroad without easy access to suitable products. I hope to receive feedback on the issue and would be willing to share pictures via email for further assessment. This experience has been disappointing, given that I previously enjoyed the comfort of these shoes in places like Tibet. Thank you for your assistance. Best regards, Daniel D.

I am experiencing issues with a black and white Omnitech shell jacket for women. Despite being rarely worn and following the recommended cleaning instructions, after washing and drying the jacket as advised, I discovered ink marks near the logo on the white sleeve. Despite my attempts to remove the ink, it has been unsuccessful, leaving the jacket seemingly ruined. I am perplexed as to why this happened and disappointed as Columbia products have never failed me before. I am seeking an explanation and possibly compensation for this mishap. Thank you. (Dyan A.)

I recently purchased a Columbia Sportswear "Titanium" cold weather jacket and I am pleased with its warmth and performance in wet weather. However, I am disappointed in the quality of the manufacturing. After wearing it only a few times, both chest pockets have already started to come apart at the bottoms. Upon inspecting the pockets, it seems that the material was not properly positioned with the vinyl or rubber strips used to reinforce the seams before stitching. There are no signs of a ripped seam or captured material in the strips, indicating that the material was not securely held together by the thread. It seems like the material was not adequately inserted into the seam during manufacturing. It's unclear if a needle even passed through the material at the seam. Thank you for your attention to this issue.

I recently received a pair of your pants and attempted to complete a follow-up survey. Although I typically don't participate in marketing surveys, I wanted to provide feedback on your product. However, I encountered some frustrating issues while trying to complete the survey: 1) The survey did not have space to include specific details I wanted to share, focusing only on the overall "experience." 2) Towards the end, the survey asked if I minded answering a few more questions. When I selected "No," indicating that I didn't mind, the survey abruptly ended. Please ensure proper grammar in your survey. 3) When I went back and selected "Yes," there was no option to proceed to the next or end the survey on that page. It was quite frustrating and felt like a waste of time. I hope my feedback is helpful. I believe there is room for improvement. Best, Neal C.

Dear Sir/Ma’am, I am reaching out for assistance with acquiring old stock, samples, or slightly damaged clothing. As a British Army veteran grappling with PTSD from multiple tours, particularly 3 tours in Iraq, my life has taken a downward turn since my Medical Discharge. I have lost my family and everything I held dear. Currently, Help for Heroes is supporting me and has offered me a spot on a skiing trip in January [redacted] to help me engage with others and move past my struggles. While the ski equipment is taken care of, I lack the necessary clothing for the trip. If you have any excess stock, sample items, or slightly flawed clothing that is unsellable, I would greatly appreciate any help you can provide.

I received a men's black Omni-Heat coat as a gift but unfortunately, it is an extra-large size, and I wear a large. I mistakenly removed the tags assuming it would fit, but it doesn't. I am hoping to exchange it for the correct size. I have been a loyal customer of Columbia for over forty years and I really love this coat, especially since my son and his wife wear them too. Thank you for your assistance in resolving this matter.

I recently ordered a Men's Park Run jacket in size Medium but received it today, realizing I need a Small instead. Contacted customer service to arrange an exchange, where they confirmed they would send a shipping label for the return and process the new order. However, upon receiving a confirmation email, I noticed they mistakenly listed a Men's Park Run (Medium) jacket instead of the Small I needed, which is also the reason indicated on the return label.

I need to return some items because they are too small. Trying on the website was unsuccessful as it stated there were no records of the order number. Contacting you via phone has proven difficult due to excessive wait times. Can you assist me in obtaining a return label or instructions for shipping back the items? Additionally, I would like to know when I can expect a refund to be credited to my Visa account. Thank you. Rena Ilumin

I placed an order for a Women's Heavenly Jacket in size large, Dark Nocturnal, on November 29th. The item was shipped on December 2nd with an initial delivery date of December 8th that was later changed to December 11th and then to December 14th. Currently, there is no update on the delivery status, and the jacket has not been received. I attempted to contact customer service via chat, but it was unavailable, prompting me to call the Customer Service number. Despite three attempts over two days, the wait times have been excessively long, ranging from [redacted] to [redacted] minutes, with the wait time increasing even further while on hold. This delay is frustrating, and I am seeking assistance to either receive the jacket or a refund promptly. I urge for prompt communication regarding my order.

I placed two clothing orders on Nov 24 with an expected delivery date of Dec 1. Unfortunately, neither package has arrived as of today. There has been no tracking information available for over two weeks, only a message saying they are working on delivering the items. When I called their customer service today, I was put on hold with an initial wait time of [redacted] minutes. After waiting for around 30 minutes, the estimated hold time increased to [redacted] minutes, which is when I decided to hang up. I will attempt to contact them again at a later time.

I am greatly disappointed in a Columbia brand Atlanta Braves Flash Forward windbreaker I bought online through Rally House. I am a hardworking mother who wanted to purchase a special gift for the sports fan in my life. I paid $74.99 for an extremely thin jacket that is see-through. I have always had faith in the quality of your well-known and loved products. These are tough times in the world, and I saved for weeks to buy this item from you. Unfortunately, I am very unsatisfied with my purchase. I have always loved your sportswear and winter fleece jackets, but this will be my family's last purchase due to the poor quality of this jacket. Thank you for your time and consideration.

I need to return 2 Columbia rain jackets, one in size Large and the other in size X-tra Large, but I'm having trouble with the Product Return Page. When I enter my email, zipcode, and order numbers, it says it can't find my order. The Large order number is [redacted]57 and the X-tra Large order number is [redacted]64. I'm unsure if there is another order number required to process the return. I just want to make sure I can successfully return these jackets.

I purchased a coat on Black Friday, November 26, with an expected delivery time of 5-10 days. It's been over a month and the item has not arrived. Each time I check the status, a tracking number is provided but shows that the package has not been picked up. The expected delivery dates kept changing, first to 5 days, then to 10 days, then to 12/24, and now it's showing 1/4 but still hasn't been picked up. Due to having experienced 2 degrees weather without the coat, I want to cancel this order as it is no longer useful to me.

I have not yet received my order, which is order number [redacted]86. The status shows delivered, but I did not receive it. The tracking information states it was delivered to an agent, which is confusing me. I couldn't find a chat option on your website, there is no email contact, and the phone hold time exceeds 70 minutes. I am disappointed as the delivery was supposed to arrive by the 18th, and now it's already past Christmas. This has been a very frustrating customer experience.

I purchased a Columbia long Winter jacket in March [redacted] from Sportchek in Brantford, Ontario. Due to lockdowns and working from home, I didn't get a chance to wear it much until now. However, upon wearing it this winter, I noticed white feathers coming out from all over the jacket. I find it embarrassing and unpleasant. I haven't washed the jacket and have only worn it for about 5-10 hours. This is disappointing considering the price I paid close to $[redacted]. I wish I had the opportunity to wear it more before the lockdown. This is the first time I've experienced this issue with a Columbia product, and I would appreciate some assistance.

I purchased kids' jackets on December 6th and have yet to receive them. On December 13th, the tracking showed the package at the Jersey City distribution center. Surprisingly, by December 23rd, it appeared to have made its way to the San Francisco CA distribution center, causing a mix-up as it was meant for NYC. Feeling frustrated, I am contemplating canceling the order but would like to discuss this with a representative. After waiting on hold for 32 minutes, the line went silent, and unfortunately, I was disconnected.