Business Profile

Retail Sportswear

Columbia Sportswear Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

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

277 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/08/2023
Type:Sales and Advertising 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 from Columbia, over $200 in clothing and I've received no product, refund, or an answer from **********, Just deflection of my questions about what the status of my refund is. I have emails to prove he directly ignored my answers saying he would only talk to me on the phone. I was in the mountains out or cellular service, even after telling him this he still ignorantly defected all my questions. I have had to file a dispute with my bank over this. This company had no real intentions of delivering my products and the fact I still have not received a refund proves my previous claims of a selective ponzi schemes business on people who chose the free shipping options.
Business Response
Date: 03/10/2023
We are sorry that the carrier was unable to deliver your order. Once your order is processed at our warehouse you will be refunded in full to the original method of payment. You are welcome to call or chat with our ************* team for questions or for assistance in placing a new order. -E
Customer Answer
Date: 03/10/2023

Complaint: 19559378

I am rejecting this response because:they can refund the money before it arrives back at their warehouse, this is just passive aggressive

Sincerely,

*************************
Business Response
Date: 03/16/2023
Once your return is processed, we will refund your order. Please reach out to our ************* team with any further questions, phone agents are available on weekdays and chat agents are available 7 days a week. -E
Customer Answer
Date: 03/22/2023

Better Business Bureau:

Fortunately my bank gave me back the money a while ago, instead of waiting for your passive aggressive response of holding my money until the product you couldn't deliver is back to you. It seems like a bit of a ponzi scheme, there was no reason to hold my money until the product you couldn't deliver was returned. You clearly make your customers absorb all your incompetence so your company doesn't have to.
Sincerely,

*************************
Initial Complaint
Date:03/05/2023
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.
ORDERED 2/24/2023. order number is ********* - See attachment for what I ordered and what I received on 3/1/2023. I spent 41 minutes on the phone with ***** regarding the shipment I received from Sorel (someone else's order). My order was not shipped. I was told (1) I had to return the order you shipped to me before I would receive the credit for my order which you did not ship. I have still not received my order credit as of 3/5/23. I have had to file a dispute with the credit card company. By LAW, I did not even have to return the package you shipped to me. Yet, I was initially expected to take 1-2 hrs out of my workday day to take it to a *** shipping location. 41 minutes later, they told me they would email me a shipping label. I never received the shipping label but a knock at the door (while I was on a conf. call for work) to pick up the package. (2) I was told if I wanted the shoes I originally shipped I would have to re-order them. They insisted the only way for me to do this was for them to text me a link to confirm (NOT ACCEPTABLE), not being able to email and only execute this via TEXT.
Business Response
Date: 03/07/2023
We are sorry to hear that the wrong package was sent. Your refund was processed toward your original method of payment. For questions about payment processing, please reach out to your financial institution, and for any questions on ordering please do not hesitate to reach out to our ************* team for assistance. -E
Customer Answer
Date: 03/07/2023

Complaint: 19542566

I am rejecting this response because: (1) I have not received the credit yet as of 3/7/2023. (2) confirmation that their legal department is contacted regarding their illegal practice of withholding money for an order that was not received until the order they shipped (someone else's order) was returned. By law, I do not have to return anything shipped to me that I did not order (nor spend 1-2 hrs of my time and gas to return it).
They keep talking about me re-ordering the items but I have not seen the credit for the items I have NOT received.

Sincerely,

*************************
Business Response
Date: 03/16/2023
Your refund was submitted on 3/3/2023. Please reach out to your financial institution for questions about payment processing. For any further questions that arise, please do not hesitate to reach out to our ************* team. -E
Customer Answer
Date: 03/22/2023

Complaint: 19542566

I am rejecting this response because:
1) I have not received the credit. I received only a credit by the credit card company for the DISPUTE that I had to create with the credit card company.
2) I have not received any communication from the company from the company regarding their illegal policy to hold my money hostage for returning something they shipped to me that I did not order. That is ILLEGAL.

Sincerely,

*************************
Business Response
Date: 03/29/2023
Hello,

I am sorry to hear you have yet to receive the resolution intended. We have verified that a full order refund was issued for your order, as of 03/03/2023. You would need to reach out to your financial institution if that is not reflecting properly to the original payment method. We have not identified any improper practices, as we need to take steps to verify that the incorrect items were sent, and then promptly refund, which was the process that was followed. Please contact our ************* support team with any remaining questions or concerns. - T
Customer Answer
Date: 04/05/2023

Complaint: 19542566

I am rejecting this response because:
The biz (*****) says I received a credit from THEM as of 3/3/2023 - that is not correct.
1) I submitted a dispute with the credit card company on 2/26/2023 and that is the ONLY credit for this sitting on my account - and it's still PENDING (waiting for the actual credit).
2) I received an email from ***** saying they gave me a credit. The email was dated 3/28/2023 (that is March 28th - not March 3rd as they are stating in this latest response).

It is apparent they do not know what is going on this with this. See attachments for proof of what I just stated.

Sincerely,

*************************
Business Response
Date: 04/14/2023
We are unable to assist further regarding your request as a full order refund has been issued for your SOREL order. Any remaining inquiries regarding the refund status would need to be communicated with your financial institution.

Thank you. - T
Customer Answer
Date: 04/19/2023

Complaint: 19542566

I am rejecting this response because: They did not address my last communication and attachments showing the issue still exists.

Sincerely,

*************************
Initial Complaint
Date:03/03/2023
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.
** order was not delivered to MY address as entered in the order form. The private shipping company used by Columbia is lying about delivering my order. I've already attempted to resolve this issue through Columbia's customer service line and through PayPal, but each are ignoring my concerns in order to defraud me of the amount charged to my card. I have sent photos that show the area around my home, including the motion activated security camera in the front window because the shipping company claimed the package might have been left somewhere around the house that might be hidden. There is no place around our home that is not clearly visible. Had anyone come to the door to deliver, the camera would've recorded it. I was home all day and watching for the delivery. I have videos of other deliveries by *** and ***** to show exactly what & how clear it gets recorded that I offered to share. I asked Columbia's shipper to contact the delivery person they used for final delivery of my order to have him/her retrace their route to double check where he/she actually delivered my order. If that person actually did deliver and didn't just keep the coat. At the very least, surely they have GPS tracking they can pull up to see exactly where the delivery person went! But the shipper, refused to address my concerns, relying solely on a tracking form with a scribble for a signature. (my signature is not a scribble; only a dishonest person would scribble rather than giving a legitimate name and legal signature). PayPal based its denial on this false tracking info. Columbia's customer service agent also accepted this false record as proof & did not seek to hold their shipper accountable.All this has taken 2 months. ** order was placed at end of Dec & was supposedly delivered early Jan. ** complaint is being ignored, and my concerns disregarded & negligently not followed up on. More info can be provided, ie: order receipt, screenshots, etc.
Business Response
Date: 03/08/2023
Thank you for taking time to speak with us. We are incredibly sorry that you did not receive your package. If you would like, we can process a re-order and refund. The new order would have to be of equal or great value. Please contact our customer care team M-F, ***** by phone to get process started. -S
Customer Answer
Date: 03/09/2023

Complaint: 19537062

I am rejecting this response because:
The offer to replace the original cost is contingent on my coding from the 4 options they emailed to me AND it must cost the same or MORE than what I paid. There was only one coat out of their selection that came close to the original, but I am not paying more to get the black I needed for the job I've already lost due to not having an adequate coat for the frigid weather we've had since December. So, I selected the two tone yellow as it was the only one that didn't cost more than the original. I was not allowed to choose that one. Not, will they refund my money for the original order I never received. I have all the email correspondence between Columbia and myself that I am forwarding as many as this form allows. The last 2 emails will need to be submitted separately if you'll advise me how to do so. ****** at Columbia isn't the least bit willing to resolve this equitably.

Sincerely,

*************************
Business Response
Date: 03/15/2023
We would be happy to further discuss replacement options with you. Please contact our customer care team if you have any further questions, they are currently open M-F, 5a-8p. Anyone will be happy to assist. - S
Customer Answer
Date: 03/20/2023

Complaint: 19537062

I am rejecting this response because:
I have already indicated my choice for replacement and was told because it was priced lower than the original that I could not choose it. I was told to choose a coat of equal price (of which there were none in the group of 4 choices they sent me to choose from) or a higher priced coat. I have no more money to spend on a coat that I now no longer need, now that it is spring. I wish to have my money fully refunded. Attached is the full conversation with Columbia through email to show how deliberately uncooperative they have been through this whole dispute process. They have no intention of making this right and are merely pretending to offer a solution. A solution that is NO SOLUTION of equity.

Sincerely,

*************************
Business Response
Date: 03/24/2023
We attempted to call you to resolve this over the phone this afternoon and we were unable to connect. Our customer care team is available to assist you with a one-time accommodation of placing a new order of equal or greater value. Once the new order is shipped, we can refund the original order. Our customer care team is available Mon-Fri, ***** PST. - S
Customer Answer
Date: 03/25/2023

Complaint: 19537062

I am rejecting this response because:
Columbia's message is an automated text. Exact wording as previous message. Please escape this issue to an actual PERSON. I'm tired of getting bot messages. As for Columbia: I will only accept a full refund to my credit card at this point, and I will not do it over the phone. It must be resolved In writing.

Sincerely,

*************************
Business Response
Date: 03/30/2023
At this time, in order to assist you with a refund on a confirmed delivered order, a new order must be placed. Our customer care team is available to assist you with a one-time accommodation of placing a new order of equal or greater value. Once the new order is shipped, we can refund the original order. Our customer care team is available via phone or chat Mon-Fri, 5a-8p PST. - S
Customer Answer
Date: 04/07/2023

Complaint: 19537062

I am rejecting this response because: I have asked for a full refund, not a replacement. Winter is over. You've dragged this process out so long it's pathetic. My next step will be to contact the attorney general and the federal trade commission.

Sincerely,

*************************
Initial Complaint
Date:03/02/2023
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 placed an order with Columbia sportswear for clothing. On the date of delivery it was delivered to the wrong address and the delivery company, GLS provided a photo of where it was delivered. I notified Columbia immediately regarding the incorrect delivery and showed them the photos. They opened an investigation and made me wait 2 weeks. In the meantime, the shipper changed the photo and delivery date to a locker location. I do not have an account for a locker but they out yet package on the ground of the locker. I was never notified of this. Columbia is telling me they opened an investigation but GLS is saying they never did. Columbia is now telling me that I must place a new order as a condition of a refund. I am not willing to place a new order and risk losing more money with a company who wont stand behind their shipping. It has been a ver unethical and extremely frustrating experience to desk with them. Considering they are such a large and respected company I am also very surprised at how horrible they have been. There is overwhelming evidence that the package was never delivered to me and yet the refuse to refund.
Business Response
Date: 03/03/2023
I connected with the customer and clarified our policy for Missing Package Investigations that are confirmed delivered. -S
Customer Answer
Date: 03/03/2023

Complaint: 19527692

I am rejecting this response because: Columbia is requiring that I make another purchase in order to receive a refund on the original merchandise that was not delivered. They have stolen money from me by not refunding my original order which was never delivered. There is overwhelming photographic proof that the package was never delivered to my address. Im not willing to give them more money and risk going through this again. Highly unethical business practice to not stand behind their choice of carrier which is GLS. I have already lost money with them and I will not risk that again.

Sincerely,

***********************
Business Response
Date: 03/09/2023
We would be happy to discuss our option of a replacement and a refund of the original order with you. Please contact our customer care team if you have any further questions. The hours of operation are M-F, 5a-8p - Any of our agents will be happy to assist. - S
Initial Complaint
Date:03/01/2023
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.
Hello, i placed an online order through their website when i received the email that the order had been delivered, i had waited a couple of days because i thought maybe they had marked it delivered and had not yet in fact been delivered. I reached out to customer service and let them know that i had not received my package and that i had waited 2 days to see if it showed up. i was told that they would be letting the department know and would get back to me with a solution. a couple days later i recceived an email saying that *** had reported it delivered and that they couldnt do anything for me. That i could open a claim with *** and go from there, This is extremely dissapointing as a first time customer for one. second, just becasue *** "claims' the package was delivered they went ahead and brushed me off to go deal with *** myself.
Business Response
Date: 03/06/2023
We are sorry to hear that you did not receive your order. Thank you for taking the time to speak with us and describe your order experience in further detail. We are so glad that we were able to resolve your concerns. If you have any further questions, please reach out to our ************* team. - A
Initial Complaint
Date:02/27/2023
Type:Product 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.
This company falsely claimed they tried delivering my package 3 times yet they never actually came here. Calling Columbia customer service was just a ****** in how this company employs passive aggressive techniques in order to allow themselves to operate poorly with zero accountability or impunity. I've never seen a business be collectively entitled to act however they want, including not acting like a proper business, this company is a crew of spoiled brats.
Business Response
Date: 03/01/2023
We are sorry that your order was not delivered as planned. Your order is on its way back to our warehouse, once they process the return you will receive a full refund to the original method of payment. Please call or chat in to speak with our ************* team with any further questions, they are available by phone on weekdays or by chat seven days a week. -E
Initial Complaint
Date:02/21/2023
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 received a promotion email from Columbia Sportswear on Dec 12, 2022: "Receive the triple (3X) rewards on purchases of all products online from 12/11/22 at 10:00pm Pacific Time to 12/19/22 at 10:00pm Pacific Time. $15 in rewards for every $100 spent." I then placed four orders on Dec 12, 2022. After applying 10% off military/teacher discount, the purchase is $616 in total. Order # *********$136.13 Order # *********$121.76 Order # *********$164.83 Order # *********$193.56 During the checkout process, the webpage shows Welcome. You get free shipping + $20.4 in rewards for the first order, and $18, $24, and $29 in rewards for the second, third, and fourth order. Today I reached out to Columbia Sportswear because my rewards balance is $0. I was told that military/teacher discount cannot be combined with the rewards. The online agent admitted that the website is poorly designed and the rewards $$$ amount shown up in the checkout is misleading.
Business Response
Date: 02/22/2023
Thank you for taking the time to speak with us, we are glad we could resolve this for you. Please reach out to our ************* team with any further questions, they will be happy to assist. -E
Customer Answer
Date: 02/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******************************* contacted me today. The representative admitted that the information on their website is wrong and misleading ((i.e., the message "your purchases qualified for $92 rewards" was a mistake), and that their IT team is going to fix it. The representative refused to honor the $92 rewards, but instead offered $30 rewards as a one-time courtesy. This resolution is NOT satisfactory to me, but to save each other's time, I've decided move on.

Sincerely,

*****************
Initial Complaint
Date:02/17/2023
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.
Order #*********.I received my order from Columbia Sportswear on 11/21/2022 and decided to return it. The package was delivered to Columbia Sportswear on 11/29/2022 (Shipment via **** Tracking Number 1Z309A259006986957.)On 11/29/2022, I received an email confirming that Columbia Sportswear received my package and informing me that the refund of $96.34 would be issued within 7 business days. As of 2/17/2023, I have not received my refund.I contacted Columbia Sportswear on 1/4/2023 regarding the refund. One of the customer service representatives opened an investigation regarding this matter and responded a couple of times to my emails; however, recently, they stopped responding to my emails. I expect the refund to be issued as soon as possible.
Business Response
Date: 02/21/2023
We are sorry for the delay in processing your return, thank you for taking the time to speak with us today. Your refund has been submitted to the original method of payment. If you have any further questions please reach out to our ************* team. Thank you again for your patience. -E
Customer Answer
Date: 02/23/2023

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:02/14/2023
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.
I ordered two men's rain jackets from this company on January 13th it is now January 26th and I still have not received them customer service was not helpful at all I actually got hung up on one time when trying to see what is going on with my package I got two different notifications that *** is going to deliver the packages once on the 19th once on the 20th and then when I tried to look up the tracking it said that they passed my package over to the post office and then on the 24th of January the post office got the package and there's been no movement since I did not see anywhere where it said 12 days for shipping weather was 12 business days or 12 regular days and just said free shipping at this point I called and I said I would like these items replaced and sent express shipping I needed these items days ago they said they cannot do that I would have to rebuy the items spend another $110 and then they will refund me my money back what kind of sense does that make they chose to use these particular shipping companies and to save on cost instead of letting *** deliver it transfer to the post office which now it's been sitting there or whatever lost or whatever so at this point as consumer I should be able to ask for a refund or to do a reshipment of the package they said they cannot do a refund I would have to wait another 7 to 10 days for that and then if I want to replacement I have to repurchase the items this makes no sense I have not dealt with anything like this in my life before with a company that has such poor customer service when dealing with a package that is not been delivered and where they cannot even call that particular shipping company and find out what is going on that particular day I want my money back or I want to know when are these codes coming and if they are not here within the next 24 hours I'm going to have to file a dispute with my credit card company which is more of my time they need to deal with the loss and send me my merchandise
Business Response
Date: 02/15/2023
Thank you for taking the time to speak with us, we are glad to hear that this was resolved. If you have any further questions please reach out to our ************* team. They are happy to assist with any questions you may have.
Initial Complaint
Date:02/13/2023
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.
I dropped off my return to *** on January 3, 2023. This is regarding Order #: *********. It has been in limbo since then. I have been so disgusted by the entire process. Either Columbia Sportswear or *** has misplaced or lost this package. Not me. I did my part. I placed an order totaling $550; I prepared this package to be returned back to the company; I have the receipt from *** proving this was dropped off and received. Columbia had to open an investigation to locate this package with ***. I just want my money back. Today. Its been 6-7 weeks of patiently waiting. Im no longer patient. $550 is no small amount. It shouldnt come to the inconvenience of the customer while two huge companies fight over who lost this package.
Business Response
Date: 02/14/2023
Thank you for your patience and for your feedback. We completed your investigation and your package was confirmed lost so we have submitted a refund to the original payment method. You are welcome to call our ************* team for questions or assistance in placing an order. Thank you again for your patience. -E

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Columbia Sportswear Company is NOT a BBB Accredited Business.