ComplaintsforCanada Goose Inc

• Initial Complaint

  19/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear Sir/Madam, I am writing to express my disappointment and dissatisfaction with the service provided by Canada Goose, a company renowned for its quality outerwear. Approximately one year ago, I purchased a Canada Goose toque for my husband as a Xmas gift with great anticipation and expectation of its durability and performance. Regrettably, my experience has been far from satisfactory. Recently, I noticed severe discolouration on the toque. Concerned about the integrity of the product, I promptly contacted Canada Goose customer service to request either repair or replacement under warranty. To my dismay, my request was denied without adequate explanation or resolution offered. ** * ************* ******** *** ****** ********* *** ******** * ** ****** ******** ** *** **** ** ************** ************ ** ****** ***** ** ********** **** ****** *** ********* ************* ** **** * *********** **** ** ************ *** ******** ****** ** *** ********* ********** ** ******** ************* I kindly request that an investigation in this matter and that appropriate action are taken to hold Canada Goose accountable for providing a poor quality toque and to provide satisfactory resolution to customers facing similar issues. Despite understanding that there is no formal warranty in place, I firmly believe that the level of craftsmanship and the price point of Canada Goose products should inherently ensure their durability and longevity. ******** ** * **** ** ******** ************* ****** ***** **** ** ********* *** **** ****** *** * *** ** *** *********** ******   Thank you for your attention to this matter. I eagerly await your response and hope for a swift resolution to this unfortunate situation Sincerely, Chris Fillion

• Initial Complaint

  19/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased Canada goose garments with a gift card for my wife’s Christmas present. She wanted to potentially return the items and explore other options. We anticipated driving to our local store in Boston, Ma within the accepted return window so my wife could return the items and put the money towards what she wanted. The day we planned to go down we experienced a harsh snow storm. We called the Boston location explained our situation. Explained we are currently within our window - but the next time we could make it into Boston would be a day after the return window is closed, and asked if that would be okay. The associate said she couldn’t answer that and explained an associate would reach out to us shortly with an answer. Nobody ever reached out to us. After a week passed (and the return window closed) I sent an email explaining what is occurring. I didn’t hear back for quite some time. I finally got a response and was told my request to make a return would be “considered”. And that I would hear back shortly. Despite me constantly reaching out to follow up I wouldn’t hear back for weeks and weeks. It wasn’t until this morning that I was told my request was denied because I reached out far after the return window was closed. Which is simply not true. I was dragged along for 3 months with my wife’s Christmas gifts sitting in a box unable to be used with the hope we may be able to return them so she could pick out something she may have liked better. I’m simply asking for the ability to return these items for my money back on the gift card. We held our end of the deal and reached out within the allotted return window. Canada goose dragged me along for 3 months and then said it was too late. We would have just risked the drive during the storm if we recieved a “no” from day 1, but we expected the ability to arrive 1 day late. Especially since we’re just hoping for the money back on a gift card. I appreciate your time reading my experience. Kindest regards.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed my order at the Honolulu, Hawaii Canada Goose location at *** ***** on March 2, 2024. My order was for a Lundell Jacket in Sunset Pink - Rose bruna for a total of $602.09. I placed the order on expedited shipping and was promised it would arrive before my trip ** ** ************* ******** ****** I extended my flight just in case shipping would be delayed, and it still did not arrive. When I contacted customer support, they were unable to locate my order and said the order was never shipped. I did not receive any confirmation email or communication from Canada Goose. I called 4-5 separate times and was told numerous times that I'd be given a call back from a supervisor. I have not received a single call. As I'm writing this ******* I'm put on hold on their support line. One of their agents that I spoke to, her name is Elizabeth and I was able to get my ticket number which is CCG-******. I have not received a refund nor my order, and it is now March 12, 2024 as of this writing. * ** ********** ******* *** ************ ** **** ********** *** ********

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Reached out to Canada Goose on Jan 17, 2024 (case ********) to request assistance in returning a coat that was a week beyond the return timeline. I explained that coat was a gift for my mother but no longer required it ***** *** ** ** *** ******. On Feb 4 and 6 I received emails that stated that they would be accommodating my request but they were sorry for the delay. A separate department was working on the return label. After 7 weeks and 11 emails from Canada Goose apologizing for the delay I still have no return label. The last email I sent them on March 1 has not replied to. I would just like to return the coat and have this settled.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue is about one Parka from Canada Goose I purchased on Jan 24,2024 ** ******* *** ****** **** ***** **** ** ***** *********. Upon receiving the product, I discovered it was incomplete, lacking both the ***** label and any care introduction label. Without these labels, the product cannot be officially recognized for warranty coverage. Apparently, they have Violated Their official statement: ''All Inventory is FIRST quality and will qualify for warranty per usual warranty policies''. As a reputable Canadian company, I expect rigorous inspection procedures to be in place before products are sold to customers. There is no doubt that they should not sell this incomplete product without the inspection, especially the absent label is highly related with their warranty. After reaching out to Canada Goose, they instructed me to send the item for inspection through the warranty case process. However, following their inspection, I was informed that they cannot address the issue due to the warranty policies not covering it. This seems ********* *** disappointing, especially after being asked to go through the trouble of mailing the product for inspection. Furthermore, I was informed that the product is not eligible for return or exchange due to being from a final sale. Given this, I believed Canada Goose would take responsibility for rectifying the incomplete product, as it's their duty to ensure all products meet their sales statements. However, they didn't even consider ** ******* *** ****** **** * ***** ********. ** * ***** ********* ***** **** ***** I am deeply disappointed with their handling of this matter. **** *** ***** ********* ** *** *** ***** ********** ******* **** ********* * ***** **** *** *** **** ** ******* ** ******** *******

  Business response

  19/03/2024

  We apologize to the customer for the inconvenience they experienced. Since the complain was filed, we can confirm that the customer was provided  with an electronic gift card on march 16th, 2024 for the value of $1736. We thank the customer for their patience while we worked on a resolution.

• Initial Complaint

  29/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a gift card from Canada Goose (CG) after sending a Canada Goose Chelsea Parka to Canada Goose Generations. They valued my jacket and sent me a gift card to the value of $648.00. As I live in CA now I did not need a jacket for such extreme weather conditions and chose to purchase a new jacket on their website, using the Canada Goose issued gift card, with the remaining balance being paid by credit card. Unfortunately the jacket I purchased did not fit, I returned the jacket to CG, I received email confirmation that they had received my jacket and a refund was made to my credit card, NO refund was given via the gift card. 9 days later and still no refund to the gift card, I called customer service to explain my situation (this was after emailing and being told I’d received a new gift card via email, which I did not receive). I was told repeatedly on the phone that my email domain could not be verified by the gift card processing system *********** ***** ********, despite having the original gift card sent to this email and receiving 20+ emails from CG. I provided a second email but because the domain was the same, the employee explained that it would probably not work either. She asked me to provide a 3rd email address, which I could not as I do not have one. I asked for another solution which she could not give me. I have emailed again with no response and am currently a jacket and $648.00 out of pocket. I feel as though I’m being given excuses with no solution or empathy for my situation. The customer service representative has requested that a physical gift card is sent but she said that this was very unusual and unlikely to happen. I’m not sure what I am supposed to do in this situation? Very frustrating and financially draining.

• Initial Complaint

  26/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I had a recent experience with your company I would like to bring to your attention. We *** ******* ** *** bought a coat for my dad *** ********* **** **** ****** He worn it for less than 1 month and there was a little hole with feathers coming out. I sent it in to be fixed/inspected and they said there is nothing they can do and sent it back. I am very disappointed as you can imagine this was such an expensive item. He ** ** ******* *** *** hardly wore the coat. I hope this can make it up the chain for you to make this right for the customer. I would be happy to provide my claim number and any information. Clearly this was a defected itwm

  Business response

  20/03/2024

  We appreciate the customers patience as we investigated their concerns internally.  From what we can see their jacket was sent in for inspection through our warranty program and the entire garment was thoroughly looked at by our Quality Assurance team as per our policy.  There were no manufacturing defects located, which the customer was informed of on two occasions.  Many of our product have down filling, and during the first year of use, the down within the jacket moves around, adapting to the wearers body to ensure proper warmth.  While we understand their concerns when feathers were noticed, they are natural products, which, with any garment, may poke through but do not cause damage to the item itself, nor affect the functionality, but had a defect been located, it would have absolutely been addressed.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the canada goose jacket 8 years ago, called Beechwood Parka Black Label for CAD 1195+tax. Since the jacket down is getting less, canada goose warranty agreed to replace a new jacket for me before Jan.1, 2024. since my jacket was the limited edition that year, now they can't replace me the same jacket. we had disagreement on the new replacement, canada goose warranty customer service ignored me since then. As I send 8 emails to them , no response yet not as they promised would get back to me within 24 hours. I called them as well every day, customer service told me has raised my case to management, but still ignored me . I want canada goose warranty to respond me with a replacement I am satisfied with. As canada goose they want to replace a jacket which is not reasonable compared to my old jacket . please help me to reach them. As I need the jacket ASAP in such a cold winter weather. PS: My phone number signal is not stable, could you please email me if you need to reach me . thanks

  Business response

  31/01/2024

  We appreciate the customer reaching our regarding their jacket. Upon review, we can confirm that a gift card valued at $2090.50 has already been issued for the customer on January 15th. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company Information: Company Name: Canada Goose Service Type: Warranty Repair Complaint Overview: This complaint is filed against Canada Goose for their substandard warranty service, resulting in significant degradation of my jacket's condition, contrary to expectations of a warranty repair. The sequence of events illustrates a pattern of negligence and poor craftsmanship. Initial Warranty Submission: Case Number: ******** Date: November 22, 2023 Description: The jacket, despite its age, was in immaculate condition and submitted for a simple fur replacement. First Return (December 14, 2023): Issues Noted: Improper *** ************** stitching, complete removal of feathers from the back, shoulders, and arms. Fur was not replaced as per the initial warranty claim. Action Taken: Immediate contact with customer service leading to the creation of a new warranty case (No. ********). Second Return (January 5, 2024): Issues Noted: Despite slight improvement in stitching, the jacket still exhibited frayed seams and continued absence of feathers in the arms. The jacket no longer fit correctly, particularly around the shoulders. Action Taken: Initiation of another warranty case (No. ********). Additional Observations: A personal tailor assessed the jacket and opined that the repair work appeared amateurish, suggesting the jacket might have been used as a training piece for new hires. The jacket, initially in near-perfect condition, has become unwearable due to the warranty service. Resolution Sought: Comprehensive repair of the jacket to its original condition, or A suitable replacement or refund equivalent to the jacket's value. I trust that the Better Business Bureau will aid in resolving this matter justly and ensure that such instances of customer dissatisfaction are addressed promptly by Canada Goose.

  Business response

  26/02/2024

  Since this complaint was filed, we can confirm that the customer was provided an electronic gift card on February 22, 2024 for the value of $1802.35 CAD. We thank the customer for their patience during this delayed process. No further action is required.

  Customer response

  26/02/2024

  
  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.
  

  They have resolved the issue by allowing me to purchase a new garment.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Canada goose jacket last year thinking it would have lifetime warranty because they offered it when I was purchasing the jacket. So I opened a warranty claim on there website and sent my jacket in for a fix up as it was damaged. See this jacket was a gift from someone to me I can’t afford to spend this much on a jacket but the warranty team told me I have to pay them $250 for them to fix the damage which is supposed to be covered by the lifetime warranty. So I ended up not paying and asked for my jacket back so I could still wear it as winter was coming up. For almost 3 weeks of asking when my jacket would be shipped they finally shipped it. They closed my claim as soon as they supposedly shipped it I waited weeks for the jacket and realized it should have came in by now. I contacted them they said 7-10 day investigation after 7-10 days of wait nothing happened I contacted again and they ignore me. I contacted one last time because I missed my jacket and they wouldn’t contact me by email or phone and the agent that I was speaking too kept saying I could only make notes to the warranty team I can’t. Contact them. So here I am wasted so much time and even spent $60 shipping my jacket to Canada goose to end up with nothing I am disgusted with the service I was provided and the way I felt was upsetting I hope I could get this problem solved as the company doesn’t want to own up to there mistakes.

  Business response

  26/02/2024

  Since this complaint was filed, we can confirm that the customer was provided an electronic gift card on February 17, 2024 for the value of $1960 CAD. We thank the customer for their patience during this delayed process. No further action is required.

  Customer response

  26/02/2024

  
  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.
  
  Sincerely,
  
  **** ***

*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. ↩