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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

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Columbia Sportswear Company has 10 locations, listed below.

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    Customer Complaints Summary

    • 277 total complaints in the last 3 years.
    • 92 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/20/2023

      Type:Delivery Issues
      Status:
      Answered
      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 jacket (WOMENS JOY PEAK MID OMNI HEAD INFINITY JACKET-PLUS SIZE) ON 12/11/22 with an estimated delivery date of 12/17/2022. The order was marked delivered on 12/17/22 by the ***** I never received the item. I have called Columbia over twenty times to have this issue resolved. I was told by Columbia that they contacted the shippers and was told they could do nothing. I contacted the shipper and was told that the merchant never contacted them to investigate the package. **** concluded that the order must have been stolen and informed me to contact the merchant to have them start an insurance claim to refund me for my order. Columbia will not refund or replace the order. Since I never received my order, I had to purchase another jacket locally.

      Business Response

      Date: 01/23/2023

      Thank you for speaking with us about your concerns.  After investigating, your package was confirmed delivered.  To discuss our options further, or for any additional questions, please don't hesitate to reach out to our ************* team.  -E

      Customer Answer

      Date: 01/23/2023

       
      Complaint: 18650541

      I am rejecting this response because: The package was not delivered to me. I never received the package. I am now being told to file a police report two months after I reported not receiving my package. This is information that should've been told to me almost two months ago. They will not replace that item nor refund my money.  I dont have my order, nor my money. The company basically told me I will have to deal with the loss. I have never been disrespected and felt so helpless in my life. I want a refund.

      Sincerely,

      ***************************

      Business Response

      Date: 01/28/2023

      We would be happy to further discuss our replacement options with you.  Please contact our ************* team if you have any further questions. They are currently open every day of the week to assist. -E

    • Initial Complaint

      Date:01/20/2023

      Type:Delivery Issues
      Status:
      Answered
      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 December 10th I made a purchase from the Columbia sportswear website it was for I believe ********************************************************** for shipping it autogenerated a different address I noticed it after I hit send. I contacted the company as soon as I did it I was told I could not change the address due to it being already processed by the company and I was told to contact them once it was shipped and they will see if it can be changed. Unfortunately it was changed I contacted the delivery company but was told it only could be changed by the sender. Once it got delivered to the wrong address I contacted them again and the only way I could get a refund was to make another purchase.

      Business Response

      Date: 01/20/2023

      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 checkout experience in further detail, we are glad that we were able to resolve your concerns.  If you have any further questions, please reach out to our ************* team. -E

    • Initial Complaint

      Date:01/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Very poor quality and workmanship.I purchased the Columbia Men's Bugathermo Snow Boot for $130. After just two wears the boots fell apart. The seams opened on both boots and they literally cant be worn. I reached out to customer service and was told that because we were outside the 1 year window that they could offer me a $10 credit or they provided me with a company where I could pay to have them repaired! I thought they may stand behind the quality of their product but clearly I was mistaken. Now I have very expensive boots that cant be worn. It seems like the cost of the item should not suggest that you will receive a quality boot. The $10 offer was insulting. We have always been VERY loyal costumers as we are outdoorsy people but this experience has left a horrible impression!! No more ******** sportswear for our family. I really just want to make everyone aware of the poor quality of the product and the inability of the company to stand behind what they are selling.

      Business Response

      Date: 01/17/2023

      We are sorry to hear about your boots!  Our footwear has a one year warranty which is listed on our website.  To discuss any options that we have for you, please reach out to our ************* team and an agent would be happy to help.  -E

    • Initial Complaint

      Date:01/11/2023

      Type:Product Issues
      Status:
      Resolved
      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 December 9th I returned a pair of boots to Columbia Outerwear in ******** ******. They received the boots on December 15. After a follow up call I was told I would receceive a refund within 7 to 10 days. After 2 weeks I called again and was told 7 to ************************** January they again said they had received my return and would start an investigation into why I had not received my refund. I contacted them on 1/11/23 and was put on hold and then hung up on. I called again and was told they were dolng an investigation and I would be notified when they found out something. It will be almost a month and they continue to be unable to refund my ****** refund. I can understand a slight delay but they confirmed they received the nreturn on 12/15/2022. I would assume they would have a system in place to track returns on a computer system.

      Business Response

      Date: 01/13/2023

      Thank you for speaking with us, and for your patience with our investigation process.  We are glad that we were able to resolve this for you.  We have received your return and your refund has been sent, please allow 3-5 business days to process.  Please do not hesitate to reach out to our ************* team in the future for any questions or concerns.  -E

      Customer Answer

      Date: 01/13/2023

       
      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:01/10/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 an early Christmas present from my mom, jacket was $180. She knows I like Columbia as I have a few jackets but unfortunately got me the wrong size. I went into the store to exchange and they said they did not have the desired jacket in stock in that size so showed me where comparable ones were. I chose which one I wanted to exchange it for, and went to the checkout to exchange. Another young lady came up to the front to attend me, I did not have a receipt as it was a gift and she told me she could only give me $56 for the jacket, that is insane. It is a $180 jacket with the tag still on it. Why in the world would that make sense. I even went as far as to check on columbias website and found the jacket. It is on the website on sale for $120. I tried showing her and she refused. I then asked to speak to a manager and she said I am the manager with an attitude. I then again attempted to ask her the reasoning behind why shes trying to offer me what was not paid for the jacket, I dont want a refund, just an exchange and she basically blew me off again. So I asked her name and left. Her name was ******* according to her, she had no name tag on. I want this taken care of asap, extremely poor experience.

      Business Response

      Date: 01/11/2023

      Thank you for detailing your experience in store.  We have submitted to the appropriate team the details given in this case as well as what was discussed by phone.  Our return policy is 60 days, for in store returns we do require the receipt and original method of payment.  Please connect with a store in your area to discuss any options on returning your jacket.  -E

    • Initial Complaint

      Date:01/09/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 Dec 7 2022, I bought a winter jacket online,the website said oops weve encountered a problem, so I ordered the same jacket 5 min later. When I got to my emails I saw two orders being processed. I contacted them immediately, and they assured me they couldnt stop the order?but I should contact the *** and try to cancel the delivery of the first jacket! I did, *** said the shipper wont let them cancel a delivery! I kept trying and they are now saying I should purchase another jacket and then they can refund the first one , but of course I have already done that! The first order being an oops was also sent to a state and address I dont live in anymore! Ive done everything I could do to stop both Columbia and *** from shipping a product to a known wrong state and address! To me in the age of computers this is a predatory practice ! Thank you

      Business Response

      Date: 01/11/2023

      Thank you for speaking with us, we are glad to have resolved your concerns.  If you have any further questions please call or chat into our ************* team.  They are happy to assist with any questions you may have. -E

      Customer Answer

      Date: 01/11/2023

       
      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:01/02/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My husband purchased a couple pairs of boots for me for Christmas using my account. I received the boots, and they didn't fit. I was told I could return the boots in store. I drove 45 minutes to get to a store only to be told that they need the physical card of the person that purchased the item. They could not look up his card, they could not put it on a different card, and they could not put it on the number if I called to get the number from my husband. They said that their systems were not linked up and they couldn't look for a receipt. However this makes no sense since somehow they can't put it on another card either. I was told to go back and get my husband's card. I'm not driving another hour and a half for stupid policies. I had an emailed copy of the receipt. Their online return policies are garbage and they need to fix them. I have been a big Columbia fan since I was a teenager and my daughter wears these things because I buy them for her. The inflexibility of their online return policies has made me so upset I won't be purchasing another one ever. The person I spoke to on the phone reiterated the policies but was able to do a one-time waving fee for the return to go through **** I'm still angry that I already took an hour and a half out of my time and was asked that if I need to return these now that I wasted so much time doing this.

      Business Response

      Date: 01/04/2023

      Thank you for speaking with us today and for your feedback on our returns process.  Please send the return back using the *** return label provided.  Once our warehouse processes the return the refund will go to the original method of payment.  If you have any further questions please call or chat with our ************* team, they are available seven days a week.  -E

      Customer Answer

      Date: 01/04/2023

       
      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:01/02/2023

      Type:Product Issues
      Status:
      Answered
      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 needed to return a jacket for a different size. Columbia has no exchange policy but I could return the one I bought then reorder. Ok, fine. They are ripping people off for a $6 return fee because they use **** Other on line retailers use *** and do not have a return fee. Columbia passed the buck saying it was **** Be an adult, own your crime and make it right with customers. It is just ridiculous to be robbing people like that.

      Business Response

      Date: 01/06/2023

      Thank you for taking the time to speak with us about your return, we are glad that we could resolve your concerns. Please use the prepaid return label we provide to mail your return back to our warehouse.  Once they finish processing, the refund would go to your original method of payment.  For further questions please contact our ************* team, or you can review our FAQs for information about our returns. -E

    • Initial Complaint

      Date:12/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 12-12-22 I placed an order for a girls jacket for $81.36. The item never arrived. I reached out and they investigated with DHL who claimed it was delivered. My cameras showed no mail or packages delivered that day. They found no fault on DHLs part and told me I could order a new jacket and when that ships, theyll refund me. That didnt work for me. Ive been told theres no other options. So, Columbia does not stand behind its deliveries. They should refund me, and file a claim with DHL. But they want to charge me twice for an item Im yet to receive the first time.

      Business Response

      Date: 01/04/2023

      We are sorry to hear you did not receive your order but are glad that this was resolved by our ************* team.  If you have further questions, please don't hesitate to call or chat in, as they are available to help. -E

    • Initial Complaint

      Date:12/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Order#: *********. On 12/8 at supposedly my package was delivered. I immediately began contacting the carrier to notify them that the package was NOT delivered to my address and that the driver fraudulently forged a signature for the package. I told them the signature was forged by their driver because the person who they claimed signed for it was over an hour away from our address for the entirety of that day and could not have signed for it and that I was home the entire day and in front of the only access to our house and no deliveries came to our house that day. I also let the Columbia rep know this info. I was told an investigation was being opened. After not hearing any response from *** or Columbia, I received an email on 12/13 from the *** stating Due to the time that has passed, we are unable to conduct a follow up. At this time, we advise you to contact vour shipper for a replacement.The Columbia rep I spoke with that day asked that I forward her that email and that she would let the team know so they would reissue a gift card for the total Amount to be sent to my email. As of today 12/26, that had not happened. I contacted Columbia again and was basically told too bad the carrier said it was delivered. I would have to rebuy the items and then be refunded later. That is not an option and I reiterated the forged signature and response from the company. The rep continued to tell me that I have to either order and pay for the items again or contact the carrier l, which I reminded him I already had an was told to contact the shipper for replacement. The rep then told me that he doesnt see any of the notes from December 13th and would not do anything else when I reiterated the conversation that day where I was told Columbia guaranteed that the purchased item would be delivered to the address that I listed on my order. The address is correct, the driver lied and never delivered and forged my disabled moms signature when she wasnt even here.

      Business Response

      Date: 12/30/2022

      Thank you for speaking with us, we are glad that we could resolve your concerns.  If you have any further questions, please contact our ************* team, they are open seven days a week. -E

    Columbia Sportswear Company is NOT a BBB Accredited Business.

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