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.

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:12/05/2022
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.
With an order date of November 25th ********* I only received one coat. They should have all been together in the same Box but there was only 1 coat not the large coat that I ordered or the pink sweatshirt that it ordered. I tried to reach support but they wanted to make an investigation with **** 1 it's not *** is fault as who ever packaged my items do not include my whole order in the Box.
Business Response
Date: 12/06/2022
We are sorry to hear that you were missing one of your items. Thank you for taking the time to speak with us today, and we are glad we could resolve this with you.
Customer Answer
Date: 12/06/2022

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:12/03/2022
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.
They sent wrong item. Asked for partial refund and correct item sent. Asked for the shipping company to pick up at my house. Instead they gave me a freereturn(lol, they messed it up) and free expedited shipping. Im not satisfied at all. Incompetent customer service and warehouse staff
Business Response
Date: 12/05/2022
We are sorry that you encountered any issue with your order. Thank you for taking the time to speak with us so we can work with you on a resolution. You should expect to receive your order in the next few days.
Initial Complaint
Date:12/03/2022
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.
My complaint is three-fold. False and misleading advertising, gender discrimination, and lack of competition resulting in service failures and delays on Columbia.coms website. They advertised a foreseeable website crashing Star Wars collection launch extensively on social media platforms, with digital ads, influencer collaborations, and article collaborations. They noted on their website that they would have the whole collection available in select 13 stores across the US leading up to 12.2.22. Once the launch happened on 12.2.22, the only option of five options available was for women (an Ahsoka Tano coat), and it quickly crashed and incapacitated their website making it impossible for a real person - not a bot - to purchase one of the items from the collection. Within 15 minutes of launch, said item was only available for purchase on second hand sites for nearly 500% markup. In stores, its been confirmed on social media posts by customers across three social platforms that only one of the 13 stores noted on their website actually received this one woman-catered item in their stores, and quickly the Columbia.com websites verbiage changed to say ahsoka tano coat only available online. It has been reported as well that only 200 of this - again, foreseeably popular item - were even ever produced. Leaving women left out of being able to purchase anything from this completely foreseeably coveted collection. This series of Star Wars collection launches has happened every year for approximately 8 years from Columbia and they havent made any attempts to make website or ordering process improvements to limit scalpers from sweeping popular products once a collection drops. They also have discriminated against women by leaving them with only one option, not producing enough of it, and not making it available in stores, compared with all of the other items in the collection which catered men, and is available in store.
Business Response
Date: 12/12/2022
Each year, there is a limited quantity of product available, as we create and advertise a special one time collection of items. We are sorry to hear that you were not able to purchase one of our Star Wars special collection items this season. We will continue to make improvements to the site to make the user experience better each year. Of the four items we had this year, one was specific to women and we had a unisex item available. Thank you for the feedback about adding more women specific items to our collections in the future. We will ensure that this is shared this with our site teams.

Customer Answer
Date: 12/12/2022

Complaint: 18518112

I am rejecting this response because:
Publicly apologizing on social media for the failure of this launch for the one reason you referenced in your response and the others you ignored, is free. You don't need to produce thousands more coats to meet the actual demand, like I mentioned before.
And just to reiterate I'm not filing this claim because I specifically didn't get a coat. I'm filing this claim because there was NO reasonable chance of myself and thousands of other women, even being able to get this coat because of those reasons I mentioned: one item specific to women, the disconnect with market demand and what was actually produced in the line, quantity of those items, and a defunct ordering system with no pre-ordering queues or mechanisms in place to prevent scalping.
Again I do not consider this resolved. Because of this experience, unless I see a public response from Columbia apologizing and acknowledging this event, I will not be purchasing from them in the future and will encourage those around me not to as well.
Sincerely,

***************************
Initial Complaint
Date:11/30/2022
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 # ********* Last night at 10:50 PM, I put an order on Columbia.com. Immediately after I sent the order I realized it was wrong, so I wanted to cancel it and put it right, however, it was impossible, the website didnt offer that option, so I had to wait until 7 AM EST today call when I called they told me they couldnt cancel any order, and they cant help me. I feel this company forced me to buy a wrong product, I feel impotent and frustrated, I cant believe a website offers you to buy a product and dont give you the opportunity to change it, even if you do it immediately, I mean, people can commit mistakes, but this website doesnt allow you to repair it, even if you realize it immediately. They shouldnt be allow to sell online if the cant correct this function. I can't afford to buy two jackets at the same time, I need to cancel the wrong one and put again the order with the right one, but I couldn't do it, and I really needed the winter jacket soon. As a costumer, I feel completely disappointed of this brand, as much as I think I wont buy their products again. I want the order to be cancel and my money to be refunded it.
Business Response
Date: 12/01/2022
Thank you for taking the time to speak with us. When you are able please send back the product using the return label we provided you.
Customer Answer
Date: 12/12/2022

Complaint: 18482055

I am rejecting this response because:

Hi, they didnt do any different than what they offered from the beginning. They sent the product I buy by mistake, and just offered give me a label to send the product back. This website doesnt have any feature to correct an order, thats not good, cause I had to wait 8 days for the product to be delivered.
However, after this complain, when the agent got in contact with me, he offered to stop the shipment process if I changed the jacket for the one that I really wanted, but this jacket wasnt longer in sale, and was more expensive that the one I bought, I declined the offer, and ask him why if in this case he was able to stop the shipment, why you dont stop my order? He said that it incurre in cost, I dont know what costs cause the order wasnt ever shipped, and my money in the back wasnt even taken.
So, Im not happy with them, they didnt do anything, the delivery took 8 days. The the terms of service, and the costumer service of this website are so under average compared with others online stores.

Thank you.

****

Sincerely,

*******************
Business Response
Date: 12/16/2022
When you are able please send back the product using the return label we provided you, and please contact our customer care team for assistance with your return. For further questions on our cancellation policy, you may refer to our FAQs which state that an order cannot be canceled or modified after it is placed.
Initial Complaint
Date:11/28/2022
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.
Order# ********* Purchased 3 fleece. Kept 1 but 2 needed to be returned. Could not return in store. Was refused a refund because I purchased with paypal. Macys, Microcenter, Dicks, everyone refunds paypal with no problem. Columbia is scamming customers. lying to them and forcing them to pay $6 to ship it back. *********************** The Assistant Manager at the ********** store, refused to help with the return. And continued to lie about how their store is special outlet store (which it is not) and that is the reason why paypal can't be refunded. Columbia treats their customers like ****, lies and makes them run around their little maze trying to return their items. I am going to be out $10 plus my time after driving to the store and now having to pay for a return label. Columbia is scum in my opinion. Buy REI, Patagonia, but never columbia and their slave labor clothing.I want a full refund when my items are returned, columbia should pay return shipping, and compensate me for my pointless trip to their Factory Store, and the return mailing label I'm being forced to pay for.
Business Response
Date: 11/29/2022
We are sorry to hear that you went to the store for this return. As the store manager stated, they are unable to refund PayPal orders that were purchased online. For a refund, please send in your order. Once the order is returned to our warehouse, they will process and inspect all returns and refunds are usually reflected within ***** hours on your bank statement after that is completed. If you have any further questions, please give us a call or you can refer to our FAQs which do state that PayPal orders must be returned to our distribution center.
Initial Complaint
Date:11/27/2022
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 purchased the women's anytime stretch hooded tee shirt in chalk buffalo check from the Columbia factory outlet in ******** ** on 11/26/2022. I paid $45 for this shirt only to find out it's $25 online (only the specific color pattern I purchased/ chose at the store and the rest are $54) But because I purchased this top in a store, they are not able to assist me in matching the price or returning the item. I live too far from the store I purchased this from and I also have already removed the tags so they will not take it back to begin with. I am normally a Columbia supporter but claiming an outlet has the best deals and having the same top for almost half the price online, is really not good service. I would have been happy with a price match or even a discount off future purchase or store credit.
Business Response
Date: 11/29/2022
Thank you for taking the time to chat with us today. We appreciate you as a customer, and your purchase can be returned within 60 days if you decide to do so. If you have any other questions, please do not hesitate to contact us at ************

Sincerely,
Columbia Sportswear
Initial Complaint
Date:11/17/2022
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.
I ordered from them online and used a gift card they gave me for signing up as a rewards member. I paid the balance of the order with my credit card.Order#: ********* Order Placed: Oct 27, 2022 Order Total: $36.52 (2 Items)On 11/10/2022 they said I would receive my order by 11/16/2022. I have a copy of the online chat with them.As of today, the order has not arrived even though they promised me last week that the order would arrive by 11/17/2022. I called them today and cancelled the order and demanded a refund and a $20 credit for the gift card I used. They said that would issue a refund and give me a store credit.So far, everything they have told me is a lie and I want an immediate refund.
Business Response
Date: 11/18/2022
We are sorry to hear that there was an issue with your order. As noted on your call, your order was refunded back to the original method of payment on the 17th of November. If you are not already seeing that reflected on your account, it can take some financial institutions up 72 hours before they reflect receipt of a refunded transaction.
Initial Complaint
Date:11/16/2022
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.
************ number *********. My package is showing as delivered via the tracking number and the columbia email that they sent me. I have not received my package. I looked all around my house, checked with my neighbors and attempted twice to reach out to ******* via phone and have been unsuccessful. I would like a refund of my purchase since I did not receive my item.
Business Response
Date: 11/18/2022
We are sorry to hear that you have had an issue with your delivery. The order shows as delivered. We reviewed our logs and we do not have any calls from the phone number provided. If you are still having an issue, please call our customer care team at ************ and our team will be happy to assist you.
Customer Answer
Date: 11/18/2022

Complaint: 18415411

I am rejecting this response because: Fist off, I did call customer service so please do not accuse me of not. Second off, I used your chat feature today and spoke with someone. I have NO product and you still charged me for this. This seems criminal! Please refund my purchase.

Sincerely,

*****************************
Business Response
Date: 11/30/2022
Thank you for speaking with us, and we are glad we resolved your concerns. If you have any further questions please reach out to our ************* team. They are happy to assist with any questions you may have.
Customer Answer
Date: 12/07/2022

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:10/26/2022
Type:Customer Service 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.
A very long story short The Columbia customer service team has made some HUGE mistakes today(violating my rights, the contact center made multiple soc2 and pci violations)I was asked for my SSN, DOB, and other private information.All of this information was requested because THEIR online promo code(listed on their website) wasn't working and I asked to be supplied with a working one or be transferred to a supervisor that could assist.This behavior is extremely disturbing and inappropriate. At this point I want in-store credit to compensate me for my time and the gross misconduct. A lack of resolution will absolutely result in the media being made aware of the way Columbia practices business and allows their employees to act and violate rights.
Business Response
Date: 11/09/2022
Columbia Sportswear holds consumer information in the highest regard and upholds all standards for PCI compliance. Our team members are trained not to ask for information such as a social security number and that is not information we store or utilize in any of our consumer platforms. We performed a review of our chat and phone channels for the past 60 days based off this claim. None of our chat records for the past 60 days have any reference to social security. Our records also show no phone calls from the number provided on this claim to any of our contact centers.

Please know that Columbia Sportswear company works diligently to protect the privacy and security of our consumers and will never initiate a request for information such as social security numbers, bank account or routing information. If there are any further questions that you may have please reach out to our contact center.
Customer Answer
Date: 11/09/2022

Complaint: 18314409

I am rejecting this response because:
oooo yay!! I was hoping you would try to sweep this under the rug 9n your end.

Unfortunately for you, I happen to own a BPO company so I have extensive knowledge on how these things work. Meaning I took advantage of saving the chat transcript between your agent and myself figuring you would try to sweep this under the rug banking on the fact most people wouldn't think twice about an "official" interaction with you.

Look forward to reading the transcript that you "find no record of" when you are in court. My legal team will be in touch soon.

Sincerely,

***************************
Initial Complaint
Date:10/25/2022
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 have tried to get a replacement for my clothing, and I have been denied in person at the store, and online. In the last 18 months, Columbias quality has gone down, and they have been using cheaper, lighter material for their shirts. The result of this is the clothing shrinking. I have spent over $400 in the last 6 months with their clothes, and now they have all shrunk to a size Medium. I wear a large, and all the other brand shirts I buy fit just fine, even after 50 washes. They are using cheaper material and the customer is having to go buy more shirts. It unfair to buy this stuff, wash it three times and then its unusable. I have done everything I know I can do, but now I am just going to take these all back into the store and dump them on the counter. No one wants to help me and I am done dealing with a company who doesn't care. I like the brand, but this is unacceptable, especially when I have been loyal over the years. I bought another batch of shirts 2 months ago and they're all too small now. I tried to swap them out with the store, but they refused. I guess I need to get an XL is all their clothing so it will shrink down to a size Large. Unfortunately, I cannot afford to go out and buy another closet full of shirts, so I will have to go buy some cheap ******* stuff to get me by. Crazy how the quality of everything went downhill in the pandemic. Anything to save money.
Business Response
Date: 10/28/2022
We are sorry to hear that you may have had a problem with your clothing. All our apparel comes with a one year warranty in the event of a manufacturing defect. If you feel that this was due to a manufacturer's defect, you can submit your items of clothing, with receipt to our team for inspection. If it is determined to be a manufacturers defect, we will assist you with a replacement or a credit. If it is not determined to be due to a defect, we will send the items back to you. If you would like to submit your items for review, please go to the warranty page on our website. The online form will walk you through the steps and information needed to submit your claim and where to send your product(s).

Sincerely,
Columbia Sportswear -gw

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Columbia Sportswear Company is NOT a BBB Accredited Business.