Patagonia Customer Service Issues

My name is Sara L., an enthusiastic hiker, and adventurer. In August [redacted], I was diagnosed with Lyme Disease, which has impacted my hiking due to various health challenges. This September, my husband Ryan, diagnosed with Relapse-Remitting Multiple Sclerosis, our friend Stefanie, battling Fibromyalgia, and her husband Ryan, her caregiver, will embark on a 54-mile journey from Mount Monadnock in Jaffery, New Hampshire, to the summit of Mount Sunapee in Newbury, New Hampshire, following the Greenway Trail. Your product has been incredible, providing comfort and warmth during our hikes. We consistently recommend it to fellow hikers and newcomers to the hiking community. We would like to inquire about a potential sponsorship to support our journey, symbolizing that a medical diagnosis cannot hinder our spirits. Thank you for considering our request. Best regards, Sara L. [redacted] [redacted]

We appreciate your recent Patagonia purchases. We are reaching out to inform you that unfortunately, your order has been canceled. Upon reviewing your transaction history, it has come to our attention that the volume and frequency of your orders do not align with our intended individual use guidelines for Patagonia Mail Order. Due to the quantity of orders for a single product style and the associated high dollar amount, we have determined that continuing business with you poses too high of a risk. This decision affects all of Patagonia's business channels, including online/retail orders, returns, and repairs. We understand this may be inconvenient for you. If you wish to return any items, I can assist you with a return label. Please be aware that any future returns will be sent back to you. Patagonia implements guidelines and policies to support our international dealers and distributors. As a result, we are unable to fulfill orders for customers whose purchase history surpasses personal use quantities. We apologize for any disruption this may cause. Best regards

My name is Paul Delorey. I served as the president of JanSport Inc. from [redacted] to [redacted]. Since retiring, I established a consulting company. Recently, one of my clients developed a groundbreaking process that enhances nylon fabrics, increasing abrasion resistance by up to [redacted]% and doubling tear strength using a water-based technology that is eco-friendly. To learn more, visit www.polycore.net. I believe it would be beneficial to connect with Rose, your CEO, to discuss potential collaborations. We showcased this innovative process at the November OR show and regret not meeting your company. You can reach me at [redacted] or [redacted] For more information, please visit www.funeveryday.org. Thank you, Paul Delorey, cell [redacted].

Dear Customer Service, I am reaching out regarding an electronic gift card from Patagonia that my mother purchased for me. Unfortunately, I have not received it via email as expected. I previously called a few weeks ago, and I was informed that it would be sent within 24 hours, but it never arrived. Due to time constraints, I was unable to follow up until now. Today, I made another attempt to contact your customer service, and I waited on hold for an extended period, which is understandable during the holiday season. However, after waiting for 1:15, I had to hang up. Could you please expedite sending the gift certificate to the email address associated with this account? I would greatly appreciate it. Sincerely, Chad W.

I am inquiring about the status of a returned order, order number #[redacted]0. I utilized the provided return label and the last tracking update was on January 4th. Today is January 9th and it has not progressed. I tried contacting Patagonia's customer service without success - no response from emails or phone calls. This experience has been frustrating. I had to repurchase the correct size, resulting in being charged twice. I am seeking a refund. This is my third attempt to resolve this issue with Patagonia, and I hope to receive a response promptly. Thank you. - C. E.

Dear all, I am currently deployed to a undisclosed location and am seeking assistance. I am reaching out to inquire if your company would be willing to send a morale package for the 16 airmen in my shop, including myself. I have noticed other companies doing such gestures, and yours is our favorite. We would greatly appreciate hats. While I understand if this request cannot be fulfilled, it would undoubtedly boost morale for my team. We are more than willing to send a photo wearing the hats if desired. Thank you for considering this request. Best, SSgt PAYTON LONG

Hello, I have a question. I work as a firefighter in Newark, Ohio, and our firefighter's union runs a charity for underprivileged children where we donate coats to kids enrolled in a local school. We face challenges delivering the coats on time as we need to wait for school to start for sizing. I've heard great things about your company's quality and social responsibility. Could we collaborate to provide these children with coats? I can provide any necessary information to verify our legitimacy. We are a non-profit organization. Thanks for considering this. Dustin B. Secretary, Local [redacted] IAFF OAPFF

I'd like to express my gratitude to an exceptional customer service representative. I had initially ordered a Women's Micro Puff Vest in MABL, but it turned out to be too small. I needed the same vest in a larger size and the same color. The representative went above and beyond to locate the exact item I was looking for, even though it seemed to be the only one available in your system. Today, the vest arrived, and it fits perfectly, not to mention that I adore the color. While I regrettably didn't catch her name, I hope you can pass along my sincere appreciation for her exceptional service. - G. Frost

Hello, I recently had some of my gear stolen from my truck while I was at work. I am reaching out to inquire if there is any assistance that could be provided. I am able to supply a copy of the police report and any additional documentation necessary for verification. The items were taken while I was working as a paramedic, and I want to emphasize that I am not expecting any entitlement. In the past, during fire seasons, I have benefitted from a 50% discount, hence why I am reaching out. I work as a paramedic earning $16.50 per hour and have an upcoming trip to Portugal, which is why I am making this request. I truly appreciate Patagonia's products and values. The stolen items include a down jacket, Nano puff jacket, climbing pants, and a navy blue 60 L backpack, all from Patagonia. I am prepared to provide evidence of my employment, receipts for the stolen gear, and any other necessary information. Thank you for your attention.

Hello! I have a question about a Patagonia windbreaker style pullover I saw in a video online. The YouTuber was wearing a green/blue oil-spill patterned one, and I've been searching for it. I only found it on Poshmark listed as "Patagonia light variable hoody oil spill marble" by a seller who no longer has it. I'm curious if this is a current or past product design by Patagonia, or if it was a unique piece. I would really like to purchase this jacket. Here is the link to the listing on Poshmark: [redacted]. Thank you!

Dear Patagonia, My name is Britta Barnes, a sophomore in high school in San Clemente, California, USA. Hiking has been my passion since childhood, sparked by family trips to national parks across America. By age 10, I began conquering the 6 pack peaks in Southern California, including Mount Wilson, Cucamonga Peak, and more. At 12, inspired by "No Summit Out of Sight," I set a goal to climb the highest point in every state. With my family's support, we've tackled peaks in California, Arizona, Nevada, New York, and Colorado. After high school, I dream of hiking the PCT and the Appalachian Trail. Seeking sponsorship to afford gear for my ambitious hiking goals. Your support would mean the world to me. Thank you for considering my request!

Dear Patagonia Customer Service, I hope this message finds you well. I am writing to share my disappointing experience regarding my beloved coat that went missing during a repair process with Vernon Powell in Salisbury, MD. The coat, a rain-shedding over-the-knee coat with primaloft lining, was special to me. Unfortunately, after it was sent to you for repair, it was unable to be located, and a credit was issued instead. Since this coat is no longer in production, I was left without the coat that I cherished. This situation has left me quite disheartened, especially as I had to settle for a competitor's coat due to the unavailability of my preferred Patagonia coat. I am disheartened by this whole experience and it has made me hesitant to make future purchases from Patagonia. While I understand mistakes can happen, the mishandling of a customer's item is indeed regrettable. I am left wishing for the return of my original coat, though I am unsure if that is a possibility at this point. Sincerely, H. Miller

Hello, I am Steffi Desrosiers, a freshman at Mountain Vista High School in Highlands Ranch, Colorado, reaching out about a donation opportunity. Each year, our school sponsors a wish kid through the Make-A-Wish Program with a terminal illness and fulfills their wish. Last year, we raised $[redacted],[redacted], making us the top fundraising school in the nation. I am kindly requesting a donation or sponsorship of any kind. Your support would be greatly appreciated. Thank you for considering this.

Dear Patagonia, I am Jack Sauder, a Senior at Battle Ground Academy in Franklin, TN. I have been part of our school's EL (Entrepreneurial Leadership) program throughout high school and am now in the capstone course for this track in my senior year. Our current project involves working with entrepreneurs to address real challenges such as developing new products, marketing strategies, and expanding client base. For this assignment, we are tasked with selecting a company founder to interview and gain insights into their journey. It would be a tremendous honor and privilege for me to have the opportunity to connect with Mr. Chouinard, whether through email or another means. Thank you, Jack Sauder

A friend recently had an issue with her Patagonia coat where the zipper broke twice within a short period. She returned the coat last year and it was fixed, but the same problem has occurred again. She paid $13 to mail it back the first time, and she is now facing the same issue. It seems unfair for someone working as a cashier at a small grocer to have to deal with these repeated problems and expenses, especially with a company known for its ethical practices like Patagonia. We're located in Taos, New Mexico, and we are hoping to find a resolution to this frustrating situation.

To Whom It May Concern, I am Rachel, a student from The Other Side Academy, a non-profit organization focused on life skills and vocational training for adults dealing with addiction, crime, job loss, and homelessness. Our successful Salt Lake City facility has prompted an invitation from former governor John Hickenlooper and Mayor Michael Hancock to start a similar program in Denver. Operating independently without government funding, we rely on outside support. Our moving company run by students sustains the facility and their recovery during their stay. Seeking work pants and shorts for 20 students, any assistance would be deeply appreciated. As a [redacted](c)3, we can provide a donor receipt for your taxes. Your support enables us to reduce costs and transform lives. Your contribution would mean a lot to us. Thank you, Rachel Vickers In-Kind Donations [redacted] [redacted] [redacted](c)3 Federal Tax ID# 37-[redacted] The Other Side Academy

I wanted to share a positive experience I had with customer service recently. While discussing a return, the representative ended the call by saying "Merry Christmas," which I really appreciated compared to "happy holidays." It's nice that the company still embraces Christmas. I love my winter coat from Patagonia; it's my absolute favorite! Thank you for the great service. Warm regards, L. R.

Subject: Feedback on Recent Purchase Dear Team, I wanted to express my long-standing appreciation for the quality of your company's products. As a loyal customer, I recently made an order (#[redacted]4) on Feb 1, [redacted], for multiple items at a price that was later reduced significantly during a sale just 5 days after my purchase. I understand that timing plays a role in such events, but it was disappointing to see such substantial price changes shortly after my order. I am happy to honor the original purchase price, but I wanted to share this feedback as it can be disheartening for customers to experience such quick price adjustments. Thank you for taking the time to read my message. I value my ongoing relationship with Patagonia and appreciate the consistently excellent service you provide. Warm regards, Helen K. PS: I admire the effortless experience you provide at every touchpoint.

I want to thank Patagucci for enlightening me about why I will no longer support their products. I used to wear Patagucci ski pants proudly as an instructor and praised their quality. However, their recent obnoxious ad campaign has turned me away. I have decided not to buy Patagucci products for myself or my family anymore. I will share my disappointment with everyone I know about the inappropriate behavior of Patagucci's leaders. There are plenty of superior products available now at more affordable prices. Your leaders are isolating a significant consumer market. Despite this, I will stand firm in my belief that the climate is not solely influenced by human actions. The climate changes naturally under God's control. Your advocacy efforts will not alter this reality. There is no need for a response from you. The relationship has been severed, but I would appreciate it if you could relay my feedback to your leadership team. They may find amusement in losing one more customer, one less entry on their balance sheets, which I assume they wouldn't mind.

As a long-time Pro Account holder and Captain of a Hotshot Crew, I have relied on your gear for many years. Our crew uses your products as standard equipment. While I understood the limitation on holiday promo codes this year, I was disappointed when I couldn't use my code to purchase a baselayer for my child due to my expired account. As a Wildland Firefighter, I no longer meet your updated criteria for account renewal. It would have been appreciated to receive earlier notice that my promo code actually expired in December, not April. The lack of communication and unavailability of live chat assistance to resolve the issue are disappointing. I will now have to seek a new vendor for our 20-22 down jackets this year due to these changes.