Complaints

This profile includes complaints for Helly Hansen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Helly Hansen

  14585 Stewart Rd Ste 100 Sumner, WA 98390

• 

  Helly Hansen

  3326 160th Ave SE Ste 200 Auburn, WA 98001

• 

  Helly Hansen

  3400 Birch Bay Lynden Rd Custer, WA 98240

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:01/07/2025

  Type:Service or Repair 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 have been trying to get return labels for two separate orders (#************, #************) for over a week now. I have had zero response from Helly Hansen customer service despite several attempts to reach the company. I have tried repeatedly to initiate these returns, and have now received more than six emails with a "link to return." All of which do not work!!! I just keep getting the message that "my return is in process, and HH will inform me when I receive my item?!" Can someone please send me return labels for both orders I mentioned above. I need to get this return completed. The value is $350 and I have now been ignored for over a week, after sending a very kind message request a week ago!I have loved HH for years now, but this experience has completely put me off on the brand. I am pretty shocked, to be honest.

  Business Response

  Date: 01/08/2025

  Hello *****,

  Thank you for your message.  We've responded to your existing case with us (#********) which include your return labels.  Our sincere apologies for the delay, as we're still digging out from a very busy holiday season.  Please reply to the case directly if there is anything else we can assist you with.

  *******

  Customer Answer

  Date: 01/08/2025

   
  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:12/10/2024

  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.

  During black friday sale, I chose to purchase goods from ** instead of its competitor only because the shipping time was faster. They are not respecting the shipping terms.

  Business Response

  Date: 12/11/2024

  Our apologies for the delays with your order.  This is due to an extremely high number of orders being placed during peak season. Our warehouse team are working hard to ship all orders as quickly as possible.  Your order has now shipped, and we've reached out to you directly with tracking information.  

  Have a wonderful holiday season!

• Initial Complaint

  Date:12/01/2024

  Type:Billing 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 have been a loyal customer of ********************************************* for 15 years and I bought many *************, December one Im trying to take advantage of Black Friday deals and absolutely no payment method will go through. Im not receiving any notification of rejected charges from my card issuers so its a problem on your end. Ive tried paying by ***** Pay, ******, ***** Pay, ****************, a Citibank credit card, , a *********** credit card, and a USAA debit card with available funds. I tried using these credit cards today elsewhere and theyre working just fine. I would like someone from your technical team to help place the order at todays prices. I believe some sort of fraud alert has been placed on my account preventing me from making purchases

  Business Response

  Date: 12/02/2024

  Hello *****,

  I'm sorry for the frustration you've experienced trying to place an order with Helly Hansen.  You and I have been in touch directly, and I hope this has been resolved to your satisfaction.  Please feel free to reach out directly if I can be of further assistance.

  *******

  Customer Answer

  Date: 12/02/2024

   
  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. I also want to mention that the customer service *** that I worked with at Helly Hanson was a true pleasure to work with and went over the top to help me resolve the issue today, one day after filing the complaint.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/21/2024

  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 am writing to express my dissatisfaction and to seek a resolution regarding a recent promotional offer that was not honored as promised. On October 14, 2024, I purchased an Alpha 4.0 Jacket at Sports Experts, influenced by a promotional offer that included a complimentary ski ticket to a participating ski station.Despite following all required steps and submitting the necessary documentation to claim the promotional ski ticket, I was unfortunately provided with a non-functional 2-for-1 voucher instead of the promised complimentary ski ticket. I immediately reported this issue on November 3rd, 2023, requesting a functional coupon, but my communication has gone unanswered, and subsequent requests have been disregarded.As a direct result of this unresolved issue, I was compelled to purchase a chairlift ticket at ******************* to enjoy the skiing experience I had anticipated as part of the promotion. Given the circumstances, I am requesting a refund equivalent to the cost of the ******************* chairlift ticket, as compensation for the promotional offer that was not fulfilled. That is, 126$ + applicables taxes.I hope we can resolve this matter amicably and efficiently. I look forward to your prompt response and resolution to this issue.Sincerely,Simon

  Business Response

  Date: 03/22/2024

  Hello *****,

  I appreciate you taking the time to get in touch. I'm sorry to hear that your experience with the Ski Free promotion was not as expected. Before the season opens, each participating resort selects the promotion that it wants to run. ******************** is offering a two-for-one lift ticket (same day) in this instance. This is mentioned in the Ski Free website's 'Resorts' section: ***********************************************************; It is also stated in your provided email confirmation.

  Unfortunately, I'm unable to find any previous correspondence from you, so I'm not sure who or where you were attempting to get in touch with. We would have provided you with information about the specifics of ****************'s promotion, and if you would have wanted, you could have chosen a different resort at that time.  

  At this time, we are unable to provide you compensation for your purchase, as the terms of the promotion were clearly stated.  However, I'm happy to provide you a new validation as a courtesy to use on another trip this season at the resort of your choice.  Just head back to our Ski Free page and submit a scan of this email as proof of receipt.

  Thank you!

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21466078
  
  I am rejecting this response because:
  
  I would like to clarify that I have thoroughly reviewed my previous attempts to communicate with your team, and have attached those communications to this email for your reference.
  
  While I understand the terms of the promotion as outlined on your Ski Free website and in the email confirmation, it is important to highlight that I, as a customer, am not responsible for the design and implementation of these promotions, which are intended to encourage product purchases.
  
  Given that the season is nearly over, a new validation for a future trip does not suffice as adequate compensation. I expect full compensation for the discrepancy and inconvenience caused.
  
  I would like to resolve this matter amicably; however, please note that contacting the Better Business Bureau is a step towards a peaceful resolution. Should we fail to resolve this issue, I will not hesitate to bring my complaint to the ****** *************************** which handles cases of illegal giveaways and misrepresentation.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:01/03/2024

  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 received a jacket for Christmas in the wrong size. The company does not offer the same jacket in my size to do an even exchange. The company will not refund me as the product owner because I didnt make the purchase. I received the jacket as a gift and they are unwilling to exchange it for simmering of equal or lesser value because their system doesnt allow that

  Business Response

  Date: 01/03/2024

  Hello ****************,

  We regret learning that the gift you received was unsatisfactory.  I appreciate you giving me the order information.  Regretfully, our system only permits exchanges for identical skus that differ in color or size.  We are unable to provide an exchange because the size you requested is no longer available.  Usually, this implies returning the item for a refund, but the refund will be made using the original payment information (there is no other option).  We would like to propose an alternative resolution for this particular scenario.  We will discuss directly with you over email.  
  
  We appreciate your patience and look forward to coming to a mutually agreeable solution.

  Helly Hansen *************** North America

  Customer Answer

  Date: 01/10/2024

  Case closed

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising 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.

  Hi. I sought a repair if a jacket under the lifetime warranty. I was denied a warranty claim as they stated the jacket was old. They offered to refer me to a place to fix the jacket at my expense.I understand the jacket is old however, it had a lifetime warranty. If a company is going to deny a claim based in age, they should not list and extend a lifetime warranty. They should be clear with the terms and coverage. For example if they said a zipper is warranted for 3 years, this would not be an issue.

  Business Response

  Date: 04/10/2023

  Hello ****************,

   

  Thank you for taking the time to register a complaint.  We are sorry to hear of your disappointment so I hope to help clarify our warranty policy for North America.  It is not a lifetime warranty, but rather a 'Limited Lifetime Warranty.'  Our warranty information page can be found by going to ****************************************************************************************************************

  What does Limited Lifetime Warranty mean?

  Limited Lifetime does not mean for your lifetime, nor does it mean an indefinite period of time. It means the expected timeline of the product if only used for the nature that it was intended for and has been kept in the condition required for this use by routine servicing in accordance with the information provided on the product label. The way the product is used directly impacts the wearable/useable life of the product, as materials will deteriorate and fade over time and parts will wear out.
  The following factors will be considered before a warranty decision can be made: the type and nature of the product, the use of the product, the age of the product and it having been serviced and looked after in accordance with the product information included.

  In your case, your jacket was found to be over 15 years old and the zipper has simply worn out.   In these instances, we do offer assistance in locating a reputable repair center nearest you if you'd like to take it upon yourself to seek repair.   We'd also like to offer you a discount towards the purchase of a new jacket if you'd like to explore our newest collection of jackets which incorporate new technologies and materials.  Simply reply to your original email and we will be happy to assist you with this.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19909079
  
  I am rejecting this response because:
  
  
  

  per the warranty terms,Helly Tech products that were bought in the ** or ****** are warranted to the original owner by a limited lifetime guarantee. This guarantee covers manufacturing defects, but does not cover damage caused by accident, negligence, or normal wear and tear  the warranty does not provide a guideline on what qualifies as normal wear and tear  if you want to say a zipper is warranted for a term of 10 years, it would solve the issue  

   

  however, no guidelines are provided as to what you deem to be an acceptable time.  This is not full disclosure to a consumer, and you are providing a warranty with no terms outlined.

   

  Again, I am requesting repair or replacement.  

   

  Sincerely,
  
  *****************************

  Business Response

  Date: 04/18/2023

  Dear ****************,

  We would consider a zip that has worn out after 18 years of use as 'normal wear and tear.'  For example, if your zip had failed within 1-2 years of purchase, that is not acceptable and would be resolved under warranty.  Our warranty policy is not written to break down every component of a garment, but rather to be inclusive of the whole product.  18 years of use will wear down zips, *************, cuffs, collars, etc and is considered normal wear and tear. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19909079
  
  I am rejecting this response because:  they are rejecting the warranty as provided to the consumer.

   

  Based on the prior response, the business has a clear (internal) expectation of the lifetime warranty.  They state if the zipper fails within 2 years it would be covered. However, this is is not listed anywhere in their warranty page. 
  

  Had the business provided clear terms of what is covered and for how long, this would not be an issue. 
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/12/2022

  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.

  buy a jacket on August 7. 2 weeks passed and the product did not arrive, I found out that it was lost on the way, I told them that I no longer needed the product and that they cancel it, which they refused and after two more weeks they proceeded to cancel and make the return, when I checked, they charged me $10 for delivery for a product that I did not receive due to lack of professionalism from Helly Hansen, who took a long time to send the product despite saying that the maximum term was 7 days, this company took 2 weeks. I demand a refund of the $10 shipping fee.

  Business Response

  Date: 09/13/2022

  We are sorry the service fell short of your expectations. I can see that you placed your order to a PO Box so it was not lost but simply could not be completed. As stated on our website, we ship via *** so PO Box delivery is not possible.  When you contacted us asking for the order to be cancelled this was unfortunately not an option as the order was already out with ***, so too late for us to act.  Once the courier had confirmed the order could not be delivered it was returned to us for refund. As a gesture of goodwill I will refund your shipping charge on this occasion.