Business Profile

Retail Sportswear

Columbia Sportswear Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Columbia Sportswear Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

276 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/15/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered two items on July 2, 2025 from Columbia Sportswear online; one item received, one item was not received. Shipper: ****** claims item was delivered, but item was not delivered, and no proof of delivery (photo of package on my porch) was provided. I followed up the day after I received an email 7/8 from OnTrac/Columbia saying the item was delivered on 7/7 (but again, nothing was delivered). After ****** repeatedly said this item was delivered, but I still had not received it, I contacted Columbia Sportswear's customer support department (altogether I called or emailed them 6 times). I requested a refund, but Columbia would not honor a refund, only offered a 20% coupon to repurchase the item that was not delivered. I refuse to pay for something twice that was not my fault (no delivery). I was a long-time Columbia customer, but will no longer purchase from them based on their lack of responsibility for this mishap. I have seen other customers (on ********************'s product web site under reviews) post that they did not receive their shipments via ****** either. I suspect the shipping problem is with ******. Can you please investigate and provide a response? Thank you.
Business Response
Date: 07/17/2025
Thank you again for speaking with me today! I'm glad we were able to work towards a resolution for this issue.
-SW
Customer Answer
Date: 07/17/2025

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
Date:07/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Men's Hikebound II Jacket on July 6, 2025. Received shipped email on July 7, 2025 with estimated delivery date on July 10, 2025. *** was unable to deliver the package on July 10 and routed it straight to an *** access point. I requested another attempt to deliver to my address. *** tried to deliver again on July 11 and was unsuccessful. I contacted *** and they stated the shipper (Columbia) has placed restrictions on the package and they had to remove the restrictions and then I would be able to pick up the package. I contacted Columbia using the chat feature at approximately 1800 HST July 11 to see if I can pick up the package at a *** Access Point. They stated the shipping department closed at 1900 *** and would contact me Monday morning via email. Monday morning rolls around and no email or call. I contact Columbia Customer Support again at ****** HST and they gave me case number ********. Since I had to leave I had to cut the convo short and contacted them again at approx ********************************************* the run around saying he couldn't do anything and the package will be delivered today. It did not get delivered today and now it says "address information required- the apartment number is either missing or incorrect "even though the address is correct on Columbia and ***. It's been 5 days since it was supposed to be here. I don't know if this is a *** or Columbia issue but they keep pointing fingers at each other. I just want my order and I shouldn't have to go back and forth with Columbia and *** only to have nothing happen for days.
Business Response
Date: 07/16/2025
Thank you for taking the time to speak with me today. I'm pleased to hear that the matter has been resolved. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
Customer Answer
Date: 07/16/2025

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
Date:07/03/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for expedited shipping and all items were not delivered by the promised date. The company has acknowledged this but will not refund the amount I paid for expedited shipping. I would like the $19 expedited shipping refunded. I did receive one item by the date promised but I needed all items in my order delivered in this time frame. My order page showed delivery by June 16, 2025 without paying for expedited shipping - which is when I received the final part of my order. I earned free shipping as a rewards member but chose to pay the fee for expedited shipping. I chose expedited shipping for items to arrive by June 13, 2025. The company has acknowledged via email and over the phone that they did not deliver the items in the time promised but have said the fact that I received my packages (even if late) does not entitle me to a refund for expedited shipping. This seems to be an unethical practice to charge for a service and then not deliver and not offer a refund for the service that did not occur.
Business Response
Date: 07/10/2025
Thanks for taking the time to work with us on a resolution! - SH
Customer Answer
Date: 07/11/2025

Better Business Bureau:

****** from Columbia reached out to me regarding my complaint ID ********. She has agreed to process a full refund for the expedited shipping charges. This is a satisfactory resolution and my case can be closed.

Sincerely,

******* ******
Initial Complaint
Date:06/25/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Statement:I placed an order with Columbia Sportswear on June 8, 2025, for a pair of pants as a Fathers Day gift for my dad. I paid in full and promptly received an order confirmation and tracking number (Tracking #: 1LSCXXR52471098, Order #: *********) on June 10.On June 18, after my dad informed me the package hadnt arrived, I checked the tracking status and saw that the shipping carrier (OnTrac) was still waiting for the item to be dropped off. I contacted Columbia customer service by phone and was told their warehouse was closed, but they would investigate and follow up the next day. Instead, I received a generic email about a shipping delay and no follow-up.I reached out again via Columbias website chat, where I was told the item had been handed to the carrier, but it must not have been scanned. I was told I had to wait until June 24 to see if the package would show upeven though ****** had confirmed they never received it.I waited until June 24 as instructed. Still no delivery. On June 25, I called Columbia again and requested a refund. I was told an investigation had to be opened first, and that it would take 10 to 14 business days before they could do anything ********** be clear:The item never shipped.The carrier confirms they never received it.Columbia has admitted the tracking never updated.I paid for a product, never received it, and am now being forced to wait weeks for Columbia to investigate before theyll even consider issuing a refund.This is unacceptable business practice. My Fathers Day gift was ruined, and Columbia is now holding my money for a product they never shipped. I am requesting a full refund immediately.
Business Response
Date: 06/26/2025
Hi Aaron,
Thank you again for speaking with me today! I'm so glad we were able to have this resolved for you. Please feel free to reach out if there is anything else I can help you with.
-SW
Customer Answer
Date: 06/26/2025
Hello,

Since filing this BBB complaint, Columbia has refunded me and reached out for further discussion. I’m writing to inform you of this, as a follow-up to your message above.

Regards,
Aaron
Initial Complaint
Date:06/14/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday 6/12/25 at approximately 11 am I placed an order for a pair of hiking boots. On that order, I was given an opportunity to receive 1-2 days expedited arrival if I paid $25.00 I paid the fee and received a confirmation that *** is on Saturday June 14 between 8-1 I receive a message today Saturday, June 14, saying the order will arrive Monday June 16 between 5pm and 11pm.That's not at all 1-2 days expidited shipping and delivery. I contacted customer service and altercated with 2 representatives who made a bunch of excuses but did not refund me $25 dollars at all. I want that money back!
Business Response
Date: 06/17/2025
Thanks for working with us on a resolution! - M
Customer Answer
Date: 06/17/2025

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.
The business has returned my fee accordingly and I have been made whole again.

Respectfully,

Sincerely,

****** ********
Initial Complaint
Date:06/11/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Complaint Against Columbia Sportswear for Incomplete Delivery and ********************* To Whom It May Concern,I am submitting this formal complaint regarding an unresolved issue with Columbia Sportswear concerning an incomplete order and lack of resolution after repeated attempts to resolve the matter directly with the company.On [Order Date], I placed an order with Columbia Sportswear and was charged $[Total Amount] on my credit card. The order was partially delivered?only some items arrived, and the rest were either misdelivered or never delivered at all.Despite providing Columbia with a police report, photographic evidence, tracking information showing misdelivery, and multiple chat transcripts acknowledging the issue, the company has refused to issue a refund or replacement. Their customer service directed me to the carrier, OnTrac,but I maintain that Columbia, as the seller, is responsible for ensuring full delivery of purchased goods.This experience has caused not only financial loss but also significant frustration. I am requesting BBB?s assistance in obtaining a fair resolution: a refund or replacement for the undelivered portion of my order.Attached are:- My original order confirmation - Screenshots of chat communication - Tracking and delivery photos - A copy of the police report Thank you for your help in mediating this matter.
Business Response
Date: 06/20/2025
Thanks for taking the time to work with us on a resolution. If you have any additional questions or concerns, please contact customer care. - SH
Initial Complaint
Date:05/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 14th I ordered a pair of shoes and when I received the receipt I saw they put the wrong size. I also saw they were practicing in price manipulation as ordered on the ***** app for military discount and when I looked on their website on another browser the shoes were the same price without the discount. I contacted them a hour later and told them the size was wrong and asked them not to ship the shoes. They said they still have to ship even though I contacted prior. They offered a free shipping label to return which they said would cost 6$ otherwise and then when I returned it they said they did not need to provide the full refund.
Business Response
Date: 06/06/2025
After multiple attempts to speak with the customer over the phone, they have declined to speak with us. If you need further assistance, please reach out to customer care. - SH
Customer Answer
Date: 06/06/2025

Complaint: 23390544

I am rejecting this response because: I asked to speak through email and they refused.

Sincerely,

******* *****
Customer Answer
Date: 06/06/2025
Hello, just wanted to give an update on my claim. They will not discuss the issue through email as I have requested.

God bless,
Initial Complaint
Date:05/08/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Problem Description:I ordered multiple items from Mountain Hardwear, but when the package arrived, one itema backpackwas missing. I immediately contacted the courier and reported the issue to Mountain Hardwear. The courier claimed the package was delivered intact and directed me to reach out to Mountain Hardwear for assistance.Mountain Hardwear responded by stating the package was delivered as promised and closed my case, without offering any resolution. Despite providing all the necessary documentation to prove that the backpack was missing when I received the package, the company refused to offer a refund or assist further.I believe the company should be responsible for ensuring that customers receive all items ordered. I am requesting a refund for the missing item as I did not receive it, and I have followed all necessary steps to resolve this issue.
Business Response
Date: 05/12/2025
Thank you for allowing us the opportunity to assist you with a resolution. Please reach out if you have additional questions or concerns. - SH
Initial Complaint
Date:05/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered two jackets from the Columbia website April 20. Expected delivery time was 4-8 days when order was placed. When the shipping confirmation email was sent, the expected delivery date was April 23. I received an email stating that the package was delivered in April 22 with an unidentifiable photo attached as proof of delivery. The photograph was not of my front door. It may be the gate to the apartment complex with 50+/- units. I did not receive my order, my order was not delivered to my unit, which was part of the delivery address. I contacted Columbia and they stated that they did an investigation and was told by ****** that the package was delivered and I was instructed to contact ****** directly. I contacted ****** and they stated that they did an investigation and could not locate my package and I need to contact the vendor directly. It is just finger pointing now. No one is taking accountability. Columbia customer service is now telling me that I should file a police report because the package was likely stolen. But I cant file a police report for a package that wasnt delivered properly. If the delivery company was careless and misplaced the package by delivering at the incorrect location, the package was not stolen from me; it was lost by the delivery company. Customers should not be involved in a dispute between the vendor and the shipping company they hired. I purchased/ordered jackets from Columbia and did not receive it; Columbia should be addressing their customers directly. If theres an issue with delivery, they should file the claim with their own vendor and not penalize their customers for their vendors actions.
Business Response
Date: 05/08/2025
Hi ******,
We appreciate you taking the time to speak with us. If you have any further questions, please contact our Customer Care.
-S
Customer Answer
Date: 05/08/2025

Complaint: 23299635

I am rejecting this response because:
It is clear that Columbia did not review the attachments that I included with my complaint and did not read or try to understand my complaint. ******* from Columbia contacted me and tried to offer me 20% off to reorder and repay for the items that I did not receive and was not delivered to me. She stated that the delivery company does not have to deliver to the same exact delivery address that I inputted in their website when I placed my order. She suggested that I file a police report for a package that was never delivered to me. ******* from Columbia was basically reading from a script. The response feels like a scam. I already paid for the jackets that I never received and their way to resolve the issue was to offer to take more of my money to reorder items that I am not sure Im going to receive.
Horrible customer service on ********************* part.
Sincerely,

****** *****
Business Response
Date: 05/19/2025
Hi ******,
Apologies we were unable to provide your desired outcome. If you would like assistance with the reorder and 20% discount offer and have the order sent to a secure UPS Access Point, please feel free to reach back out to me.
-S
Customer Answer
Date: 05/19/2025

Complaint: 23299635

I am rejecting this response because:
Offering a discount to repurchase a product that was never received by the customer is not acceptable. It is difficult to believe that Columbia feels that having its customers pay twice for the same product is acceptable.
Any response to this complaint from Columbia that does not involve sending me the jackets that I already paid for, or fully refunding me my money, is considered a non-response.

Sincerely,

****** *****
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a large, black Womens Juniper Ridge II Down Jacket for a total of $255.06 on February 10, 2025 using Columbia Sportswears website. I was not happy with the jacket, so I returned it for a refund. A few days passed and I received an email confirming the jacket was received and to wait 7 business days for the refund to be completed. Seven business days passed and I did not receive a refund, so I contacted Columbias **************** using the chat feature on their website. I was told the item number ************ from my order did not match the item number ************ their warehouse had associated with me. I explained I did not recently order anything else from them, but the representative told me the warehouse was going to ship the (incorrect) jacket back to me and I was to ship it back for a refund. I received the jacket; the jacket was not correct, the price of the jacket was incorrect on the tag, the jacket had clearly been worn (I did not wear the jacket I bought), and the tags had been removed but included (I did not remove the tags from the jacket I ordered). Clearly, the jacket Columbia shipped back to me was incorrect it was not the jacket I ordered on February 10, 2025. I called Columbias **************** and spoke with a representative who opened a ticket so an investigation could be conducted, which ended with them closing the ticket on April 2nd without issuing a refund. I then called Columbias **************** again asking why the ticket was closed without the result of an approved refund. After explaining the situation to the **************** representative on April 11th, a ticket was opened to conduct another investigation. On April 21st, I received an email that says I will not be receiving a refund because the item I initially tried to return does not match my order item, so I am being forced to pay for a jacket that I currently do not have in my possession because their warehouse mixed up my jacket with someone elses.
Business Response
Date: 05/01/2025
Thanks for taking the time to speak with us in regards to the issue outlined. Please feel free to reach out with any questions! - J
Customer Answer
Date: 05/01/2025

Complaint: 23259460

I am rejecting this response because: I received a call today, May 1st from a representative in Columbia's ************************ named ***** W, Consumer Relations Lead | eCommerce. ***** explained that the shipping label on the package I used to return the product I purchased must have gotten stuck to another package in their warehouse because although there is proof my package made it to one of their facilities, it is not clear that the item purchased was officially received by their warehouse. In other words, the package I returned was scanned at the door of one of Columbia's facilities, but the package was not opened until a later date. By the time this later date rolled around, ***** claims the shipping label must have gotten stuck to another package being returned, causing a mix-up of the jackets; that is, the incorrect jacket was assigned to me because my shipping label must have transferred over to a different package. Since the jacket I purchased was not received by their warehouse, they cannot issue me a refund. So, although my package was scanned and received at one of Columbia's facilities, the jacket I purchased did not make it inside of their warehouse and caused them to scan the incorrect returned jacket, which in turn is causing them to now be able to issue me a refund because they cannot find the jacket I bought and subsequently returned to them.
I asked ***** where the jacket is that I purchased and she does not know...their warehouse investigation team cannot find it. Not only have a lost $255+, but I am also left without the product that I actually purchased. ***** said there is nothing she can do because of the processes put into place at Columbia. Since the jacket I bought and returned cannot be found, they cannot issue me a refund. They also cannot issue me a refund because they incorrectly assigned me to a jacket/item # that is not what I purchased. I explained, based on my order history with Columbia, that it is impossible for me to be assigned the incorrect jacket because my order history does not show anything other than the jacket that was lost at their warehouse.
I am very disappointed and put out. I live paycheck to paycheck. I needed, very badly, a new winter jacket (my other one ripped significantly...I had it for several years). I now lost $255+ and have nothing to show for it. I do not have that kind of money to waste - I simply just don't. That amount of money doesn't even fully cover a monthly student loan payment for me. I could understand if the package never made it to one of COlumbia's facilities, but I think it is wrong that my package made it to one of their facilities - there is proof, I received a confirmation email saying they received my package - and ***** confirmed on the phone that the email goes out automatically once a package has been received and scanned at the door of one of their facilities. Why am I to pay for a mistake their warehouse made? ***** claims the shipping label must have transferred over to another package in the warehouse, but the label stayed on my package the entire transit...how can she be certain that is what happened? What if one of Columbia's employees stole the jacket I returned and covered it up mixing up shipping labels? What if a warehouse worker just made an honest mistake and switched up the jackets and owners in their system?
Since my package was returned to a Columbia facility, I believe it is only right they process my return as the fault is on them and not on me.

Sincerely,

******* *****
Business Response
Date: 05/12/2025
Thank you for working with us on this matter; we apologize for the experience and regret to inform you that we are unable to provide a resolution at this time.
Customer Answer
Date: 05/12/2025

Complaint: 23259460

I am rejecting this response because I was asked via email to provide my availability so that a customer service representative could call me. When I responded to the email three days later with my availability, I received an automated response saying my case had been closed. Why would they close my case after only three days of me not responding and the three days I did not respond was over the weekend. I received the email asking for my availability on May 9th and I received the automated message on May 12th when I attempted to respond. I would like to have that phone call that was offered.

Sincerely,

******* *****
Business Response
Date: 05/23/2025
I appreciate the opportunity to speak with you yesterday. We have completed our review of this matter and have not received any new documentation that would warrant a change to the outcome. There are no further steps are available regarding this resolution.- J

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Columbia Sportswear Company is NOT a BBB Accredited Business.