Complaints

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

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  Columbia Sportswear Company

  14375 NW Science Park Dr Portland, OR 97229-5418

• 

  Columbia Sportswear Company

  911 SW Broadway Portland, OR 97205

• 

  Columbia Sportswear Outlet

  4971 International Dr STE 3d03 Orlando, FL 32819

• 

  Columbia Sportswear Company

  18539 Outlet Blvd Chesterfield, MO 63005

• 

  Columbia Sportswear Company

  7000 N Leadbetter Rd Portland, OR 97203-6477

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:06/11/2025

  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.

  Subject: Complaint Against Columbia Sportswear for Incomplete Delivery and ********************* To Whom It May Concern,I am submitting this formal complaint regarding an unresolved issue with Columbia Sportswear concerning an incomplete order and lack of resolution after repeated attempts to resolve the matter directly with the company.On [Order Date], I placed an order with Columbia Sportswear and was charged $[Total Amount] on my credit card. The order was partially delivered?only some items arrived, and the rest were either misdelivered or never delivered at all.Despite providing Columbia with a police report, photographic evidence, tracking information showing misdelivery, and multiple chat transcripts acknowledging the issue, the company has refused to issue a refund or replacement. Their customer service directed me to the carrier, OnTrac,but I maintain that Columbia, as the seller, is responsible for ensuring full delivery of purchased goods.This experience has caused not only financial loss but also significant frustration. I am requesting BBB?s assistance in obtaining a fair resolution: a refund or replacement for the undelivered portion of my order.Attached are:- My original order confirmation - Screenshots of chat communication - Tracking and delivery photos - A copy of the police report Thank you for your help in mediating this matter.

  Business Response

  Date: 06/20/2025

  Thanks for taking the time to work with us on a resolution. If you have any additional questions or concerns, please contact customer care. - SH

• Initial Complaint

  Date:05/28/2025

  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.

  May 14th I ordered a pair of shoes and when I received the receipt I saw they put the wrong size. I also saw they were practicing in price manipulation as ordered on the ***** app for military discount and when I looked on their website on another browser the shoes were the same price without the discount. I contacted them a hour later and told them the size was wrong and asked them not to ship the shoes. They said they still have to ship even though I contacted prior. They offered a free shipping label to return which they said would cost 6$ otherwise and then when I returned it they said they did not need to provide the full refund.

  Business Response

  Date: 06/06/2025

  After multiple attempts to speak with the customer over the phone, they have declined to speak with us. If you need further assistance, please reach out to customer care. - SH

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23390544
  
  I am rejecting this response because: I asked to speak through email and they refused. 
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/06/2025

  Hello, just wanted to give an update on my claim. They will not discuss the issue through email as I have requested.
  
  God bless,

• Initial Complaint

  Date:05/08/2025

  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.

  Problem Description:I ordered multiple items from Mountain Hardwear, but when the package arrived, one itema backpackwas missing. I immediately contacted the courier and reported the issue to Mountain Hardwear. The courier claimed the package was delivered intact and directed me to reach out to Mountain Hardwear for assistance.Mountain Hardwear responded by stating the package was delivered as promised and closed my case, without offering any resolution. Despite providing all the necessary documentation to prove that the backpack was missing when I received the package, the company refused to offer a refund or assist further.I believe the company should be responsible for ensuring that customers receive all items ordered. I am requesting a refund for the missing item as I did not receive it, and I have followed all necessary steps to resolve this issue.

  Business Response

  Date: 05/12/2025

  Thank you for allowing us the opportunity to assist you with a resolution. Please reach out if you have additional questions or concerns. - SH

• Initial Complaint

  Date:05/07/2025

  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 ordered two jackets from the Columbia website April 20. Expected delivery time was 4-8 days when order was placed. When the shipping confirmation email was sent, the expected delivery date was April 23. I received an email stating that the package was delivered in April 22 with an unidentifiable photo attached as proof of delivery. The photograph was not of my front door. It may be the gate to the apartment complex with 50+/- units. I did not receive my order, my order was not delivered to my unit, which was part of the delivery address. I contacted Columbia and they stated that they did an investigation and was told by ****** that the package was delivered and I was instructed to contact ****** directly. I contacted ****** and they stated that they did an investigation and could not locate my package and I need to contact the vendor directly. It is just finger pointing now. No one is taking accountability. Columbia customer service is now telling me that I should file a police report because the package was likely stolen. But I cant file a police report for a package that wasnt delivered properly. If the delivery company was careless and misplaced the package by delivering at the incorrect location, the package was not stolen from me; it was lost by the delivery company. Customers should not be involved in a dispute between the vendor and the shipping company they hired. I purchased/ordered jackets from Columbia and did not receive it; Columbia should be addressing their customers directly. If theres an issue with delivery, they should file the claim with their own vendor and not penalize their customers for their vendors actions.

  Business Response

  Date: 05/08/2025

  Hi ******,

  We appreciate you taking the time to speak with us. If you have any further questions, please contact our Customer Care. 

  -S

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23299635
  
  I am rejecting this response because:

  It is clear that Columbia did not review the attachments that I included with my complaint and did not read or try to understand my complaint. ******* from Columbia contacted me and tried to offer me 20% off to reorder and repay for the items that I did not receive and was not delivered to me. She stated that the delivery company does not have to deliver to the same exact delivery address that I inputted in their website when I placed my order. She suggested that I file a police report for a package that was never delivered to me. ******* from Columbia was basically reading from a script. The response feels like a scam. I already paid for the jackets that I never received and their way to resolve the issue was to offer to take more of my money to reorder items that I am not sure Im going to receive.

  Horrible customer service on ********************* part. 

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

  Business Response

  Date: 05/19/2025

  Hi ******, 

  Apologies we were unable to provide your desired outcome. If you would like assistance with the reorder and 20% discount offer and have the order sent to a secure UPS Access Point, please feel free to reach back out to me. 

  -S

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23299635
  
  I am rejecting this response because:
  Offering a discount to repurchase a product that was never received by the customer is not acceptable. It is difficult to believe that Columbia feels that having its customers pay twice for the same product is acceptable.
  

  Any response to this complaint from Columbia that does not involve sending me the jackets that I already paid for, or fully refunding me my money, is considered a non-response.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/28/2025

  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 ordered a large, black Womens Juniper Ridge II Down Jacket for a total of $255.06 on February 10, 2025 using Columbia Sportswears website. I was not happy with the jacket, so I returned it for a refund. A few days passed and I received an email confirming the jacket was received and to wait 7 business days for the refund to be completed. Seven business days passed and I did not receive a refund, so I contacted Columbias **************** using the chat feature on their website. I was told the item number ************ from my order did not match the item number ************ their warehouse had associated with me. I explained I did not recently order anything else from them, but the representative told me the warehouse was going to ship the (incorrect) jacket back to me and I was to ship it back for a refund. I received the jacket; the jacket was not correct, the price of the jacket was incorrect on the tag, the jacket had clearly been worn (I did not wear the jacket I bought), and the tags had been removed but included (I did not remove the tags from the jacket I ordered). Clearly, the jacket Columbia shipped back to me was incorrect it was not the jacket I ordered on February 10, 2025. I called Columbias **************** and spoke with a representative who opened a ticket so an investigation could be conducted, which ended with them closing the ticket on April 2nd without issuing a refund. I then called Columbias **************** again asking why the ticket was closed without the result of an approved refund. After explaining the situation to the **************** representative on April 11th, a ticket was opened to conduct another investigation. On April 21st, I received an email that says I will not be receiving a refund because the item I initially tried to return does not match my order item, so I am being forced to pay for a jacket that I currently do not have in my possession because their warehouse mixed up my jacket with someone elses.

  Business Response

  Date: 05/01/2025

  Thanks for taking the time to speak with us in regards to the issue outlined. Please feel free to reach out with any questions! - J

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23259460
  
  I am rejecting this response because: I received a call today, May 1st from a representative in Columbia's ************************ named ***** W, Consumer Relations Lead | eCommerce. ***** explained that the shipping label on the package I used to return the product I purchased must have gotten stuck to another package in their warehouse because although there is proof my package made it to one of their facilities, it is not clear that the item purchased was officially received by their warehouse. In other words, the package I returned was scanned at the door of one of Columbia's facilities, but the package was not opened until a later date. By the time this later date rolled around, ***** claims the shipping label must have gotten stuck to another package being returned, causing a mix-up of the jackets; that is, the incorrect jacket was assigned to me because my shipping label must have transferred over to a different package. Since the jacket I purchased was not received by their warehouse, they cannot issue me a refund. So, although my package was scanned and received at one of Columbia's facilities, the jacket I purchased did not make it inside of their warehouse and caused them to scan the incorrect returned jacket, which in turn is causing them to now be able to issue me a refund because they cannot find the jacket I bought and subsequently returned to them. 

  I asked ***** where the jacket is that I purchased and she does not know...their warehouse investigation team cannot find it. Not only have a lost $255+, but I am also left without the product that I actually purchased. ***** said there is nothing she can do because of the processes put into place at Columbia. Since the jacket I bought and returned cannot be found, they cannot issue me a refund. They also cannot issue me a refund because they incorrectly assigned me to a jacket/item # that is not what I purchased. I explained, based on my order history with Columbia, that it is impossible for me to be assigned the incorrect jacket because my order history does not show anything other than the jacket that was lost at their warehouse. 

  I am very disappointed and put out. I live paycheck to paycheck. I needed, very badly, a new winter jacket (my other one ripped significantly...I had it for several years). I now lost $255+ and have nothing to show for it. I do not have that kind of money to waste - I simply just don't. That amount of money doesn't even fully cover a monthly student loan payment for me. I could understand if the package never made it to one of COlumbia's facilities, but I think it is wrong that my package made it to one of their facilities - there is proof, I received a confirmation email saying they received my package - and ***** confirmed on the phone that the email goes out automatically once a package has been received and scanned at the door of one of their facilities. Why am I to pay for a mistake their warehouse made? ***** claims the shipping label must have transferred over to another package in the warehouse, but the label stayed on my package the entire transit...how can she be certain that is what happened? What if one of Columbia's employees stole the jacket I returned and covered it up mixing up shipping labels? What if a warehouse worker just made an honest mistake and switched up the jackets and owners in their system?

  Since my package was returned to a Columbia facility, I believe it is only right they process my return as the fault is on them and not on me. 

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

  Business Response

  Date: 05/12/2025

  Thank you for working with us on this matter; we apologize for the experience and regret to inform you that we are unable to provide a resolution at this time.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23259460
  
  I am rejecting this response because I was asked via email to provide my availability so that a customer service representative could call me. When I responded to the email three days later with my availability, I received an automated response saying my case had been closed. Why would they close my case after only three days of me not responding and the three days I did not respond was over the weekend. I received the email asking for my availability on May 9th and I received the automated message on May 12th when I attempted to respond. I would like to have that phone call that was offered. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/23/2025

  I appreciate the opportunity to speak with you yesterday. We have completed our review of this matter and have not received any new documentation that would warrant a change to the outcome. There are no further steps are available regarding this resolution.- J

• Initial Complaint

  Date:04/27/2025

  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.

  Date of the transaction: March 20, 2025 The amount of money you paid the business: $592.67 What the business committed to provide you: Eight specific clothing and accessory items (Black Mesa beanie, Men's Blizzard Ridge II gloves, Men's Labyrinth Loop II Hooded Jacket, Women's Bugaboo III Fleece Interchange Jacket, Women's Arctic Crest Down Hooded Jacket, Women's Joy Peak II Mid Hooded Jacket, and two Fast Trek II Fleece Gaiters).What the nature of the dispute is: Columbia Sportswear failed to deliver four of the eight items ordered and has refused to issue a refund for these unreceived items, despite acknowledging the non-delivery of other items through a partial credit for returned (delivered) items. Their justification, based on the supposed accurate weight of the shipped packages, is disputed as it contradicts the fact that items are indeed missing.Whether or not the business has tried to resolve the problem: Columbia Sportswear has not offered a satisfactory resolution. They did not respond to your email inquiry and, during a phone call, refused to issue a refund for the missing items. They have only issued a credit for the four delivered items that you returned.If the issue involves advertising, when and where the ad was seen or heard: This issue does not appear to be related to advertising.

  Business Response

  Date: 04/29/2025

  Thank you for taking the time to speak with us regarding your inquiry and allowing us to answer any questions. If you need further assistance, please call ************** - SH

• Initial Complaint

  Date:04/19/2025

  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.

  back on Tuesday, April 15th, 2025, I spent at least Two (2) Hours On Bus Transportation To Visit Your Columbia Factory Store Located At: Columbia Factory Store ********************************************************* ************** I came to your store specifically to buy The Best Winter Jacket Possible since your name was Highly Recommended By Everybody In Tourism Out In *********, ********* to handle the Harsh ******* Of ****************** and since I Promote Tourism As A Volunteer, Your Name **** Up As The Best Quality In The Market!During My Visit: I Not only bought the Jacket, but (12) Pairs of Socks as well and My Total Bill **** Up To: $125.94.After I Paid, I then left the store to spend about Two (2) More Hours On The Bus To Go Back Home and after I got home, When I Looked At The Wonderful Jacket That I Bought, I Noticed Something Very Scary On It!Your Irresponsible Sales Person and/or Cashier Purposely And/Or Deliberately Left The Plastic Ink Theft Tags On My Jacket Putting ME At Risk For Stealing Your Merchandise Which Is Obviously Not The Case!To Make Things Even More Worse: Do You Understand That If I Take That Jacket With Me Through The ******************* On June 30th, 2025 When My Flight Leaves Back For *********, ********* That The *** Is Going To Notice Those Plastic Ink Theft Tags Still Attached To Your Merchandise Through The X-Ray Machine And I Can Get Arrested For Stealing and/or Transporting Illegal Merchandise From The ************* To ********* All Because Of Your Employee's Negligence!Moving Right Along: I am beyond Angry, Upset and Very ****** Off Over The Type Of Sales Encounter That I Had Just Received!It is Beyond Humiliating And Embarrassing That You Teach Your Employees To Do These Types Of Things To Your Good Paying Customers!Ridiculous!Why Did They Not Remove The Plastic Ink Theft Tags During The Sales Transaction If That Is Supposed To Be A Very Serious Part Of Their Job?

  Business Response

  Date: 04/23/2025

  Hi ******, 

  Thank you for working with me toward a resolution! If any assistance is needed in the future, please feel free to reach out to our Customer Care. 

  -SW

  Customer Answer

  Date: 04/23/2025

   

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

  ***********, ***************; 90016

   

  Saturday, April 19th, 2025

   

  c/o V.I.P. Corporate Executive

  COLUMBIA SPORTSWEAR COMPANY

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

  ********, ***********; 97229

  ************** & Fax:  ************** & Fax:  **************

   

  Regarding:  Very Serious Complaint

   

  Dear Columbia Sportswear Company Executive:

   

  Good morning or good afternoon to You!

   

  How is your day today in sunny ********, ****** and/or wherever else You are in the World?

   

  My day could be going much better, thank you, except due to the Fact that back on Tuesday, April 15th, 2025, I spent at least Two (2) Hours On Bus Transportation To Visit Your Columbia Factory Store Located At:  

   

  Columbia Factory Store

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

  Commerce, ***************; 90040

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

   

   

  I came to your store specifically to buy The Best Winter Jacket Possible since your name was Highly Recommended By Everybody In Tourism Out In *********, ********* to handle the Harsh ******* Of Southern ********* and since I Promote Tourism As A Volunteer, Your Name **** Up As The Best Quality In The Market!

   

  During My Visit:  I Not only bought the Jacket, but (12) Pairs of Socks as well and My Total Bill **** Up To:  $125.94.

   

  After I Paid, I then left the store to spend about Two (2) More Hours On The Bus To Go Back Home and after I got home, When I Looked At The Wonderful Jacket That I Bought, I Noticed Something Very Scary On It!

   

  Your Irresponsible Sales Person and/or Cashier Purposely And/Or Deliberately Left The Plastic Ink Theft Tags On My Jacket Putting ME At Risk For Stealing Your Merchandise Which Is Obviously Not The Case!

   

  To Make Things Even More Worse:  Do You Understand That If I Take That Jacket With Me Through The ******************* On June 30th, 2025 When My Flight Leaves Back For *********, ********* That The *** Is Going To Notice Those Plastic Ink Theft Tags Still Attached To Your Merchandise Through The X-Ray Machine And I Can Get Arrested For Stealing and/or Transporting Illegal Merchandise From The ************* To ********* All Because Of Your Employee's Negligence!

   

  Moving Right Along:  I am beyond Angry, Upset and Very ****** Off Over The Type Of Sales Encounter That I Had Just Received!

   

  It is Beyond Humiliating And Embarrassing That You Teach Your Employees To Do These Types Of Things To Your Good Paying Customers!

   

  Ridiculous!

   

  Why Did They Not Remove The Plastic Ink Theft Tags During The Sales Transaction If That Is Supposed To Be A Very Serious Part Of Their Job?

   

  Aren't Your Employees There To Secure YOUR Merchandise and Protect Your Paying Customers During Business Transactions?

   

  Lastly, I am sure that You Are Going To Ask ME To Spend Another Four (4) More Additional Hours In Bus Transportation Just To Take Back Your Negligent Jacket In Order To Have The Plastic Ink Theft Tags Removed Which Is Fine!

   

  Are You Already Aware Of How Majorly Inconvenienced I Am So Far As To The Amount Of Time That I Have Wasted, Plus, Now ************************************* Of Your Employee's Negligence and/or Irresponsibility In Which I Did Not Cause?

   

  I Just Can Not Believe How Much Money I Had Spent, Plus Time Wasted Just To Receive A Jacket With Plastic Ink Theft Tags On Them Which Has Already Put My Life At Risk (Legally Speaking)!

   

  It is a Good Thing That I Have My Store Receipt and Credit Card Statement for this Case!

   

  I could Not Imagine Not Having It!

   

  At This Point:  I am very much Angry, Upset, ****** Off and Somewhat Scared, Obviously!

   

  Do You Honestly Think That I Can Go Around Wearing Your Jacket With Those Plastic Ink Theft Tags Still On Them Because Your Employee Never Bothered To Remove Them To Begin With?

   

  Absolutely Not!

   

  Enclosed, in the attachments, please find a copy of my store receipt, along with pictures to show you where the Plastic Ink Theft Tags Are On My Jacket for your reference and further review.  Thank you.

   

  If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at:  Voice/Messages/Text:  **************.

   

  You may also email ME back at:  ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* and/or *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************.

   

  I am more than looking forward to hearing back from You with a Positive Response some time in the very near future.

   

  Thank you.

   

  Sincerely yours,

   

   

   

   

   

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

  Angry And Upset Columbia Sportswear Company Customer

   

  /HPS

  Enclosures:  Please See The Attachments For Pictures Of The Store Receipt, Along With Pictures To Show You Where The Plastic Ink Theft Tags Are On My Jacket For Your Reference And Further Review.  Thank You.

   

  Business Response

  Date: 04/30/2025

  I reached back out to ******, and he let me know everything is resolved. ****** - please don't hesitate to reach out to our ************* if there is anything we can help with in the future. 

  -SW

• Initial Complaint

  Date:04/08/2025

  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.

  I made a purchase using my awards account, linked to my phone number. In the end, a second account was opened and my awards are not linked. I then went to try to retrieve my receipt but it was discarded and although they can see I mad a transaction, they cannot link my accounts or get my receipt. They need my receipt to link the accounts. I now have no way to recover a receipt and two accounts that they refuse to link.

  Business Response

  Date: 04/14/2025

  Thanks for working with us on a resolution! - M

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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.

  On 4/5/25 I was shopping for winter jackets at ************************** and found one "Men's Bugaboo III Fleece Interchange Jacket,Color: Dark Mountain, Collegiate Navy, size M", listed on sale at $52.50.I immediately added it to my shopping cart but in the cart the price changed to $105.I repeated the process a few times with the same results. I then took screenshots showing the item's page with the price of $52.50 and at the same time the item showing in my cart for $105 so that I could reach their customer service later on (they were already closed for the weekend).Today I contacted their customer service via chat and they first said it was a promotion in February and March. I pointed out that this was experienced in April. Then they changed the story to say it was a problem with my device's cache memory, what is also incorrect. They did not honor the listed price, what is not only unethical but also gives the impression they were running a misleading promotion.The customer service representative demonstrated empathy for the situation and escalated internally, to no avail. Columbia refused to hone the price they listed.I am attaching clear evidence that includes date and time on the file names and time on the screenshots, which were also provided to their customer service.

  Business Response

  Date: 04/09/2025

  Thanks for working with us on a resolution!

  -S

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23176867
  
  I am rejecting this response because:

  1- The response showing on the BBB case is:

  "MESSAGE FROM BUSINESS:
  Thanks for working with us on a resolution!
  -S" 

  This is not a resolution, just a thank you note, not sure for what. 

  2- A representative from the business called me and offered a 20% discount, what would bring the price of the jacket to $84 instead of the $52.50 listed, what is not a reasonable offer. 
  
  Sincerely,
  
  ***** ***** Y *****

  Business Response

  Date: 04/14/2025

  Hi *****, 

  Apologies we were unable to provide your desired outcome. For further assistance, please reach out to ************* via chat or phone.

  -S

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23176867
  
  I am rejecting this response because it shows a total disregard to the customer and to the ********************. 

  It is a shame that a tradional company such as Columbia Sportsware does not honor the price advertised on its own website. 
  
  Sincerely,
  
  ***** ***** Y *****

  Business Response

  Date: 04/16/2025

  Hi *****,

  We understand that this outcome may not meet your expectations, however we are unable to provide an alternative resolution at this time. If you would like to take advantage of what has been offered, please reach out to our ************* and an agent would be happy to help.

  -S

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23176867
  
  I am rejecting this response because it does not properly address the issue. The solution offered is not satisfactory. 
  
  Sincerely,
  
  ***** ***** Y *****

  Business Response

  Date: 05/09/2025

  Hi *****, 

  Thank you so much for reaching back out once the jacket was back in stock. I'm so glad I was able to assist with placing the new order for you! Please feel free to reach back out to me if any assistance is needed in the future. 

  -S

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ***** ***** Y *****

• Initial Complaint

  Date:04/07/2025

  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.

  On April 4, 2025, my **************** credit card was subject to fraud. I started receiving notifications of errant online purchases around 2:00pm EDT and contacted **************** within minutes. Two of the online purchases were with Columbia Sportswear, at 2:11pm and 2:13pm. I contacted Columbia via their chat customer service at ******, advised them that the purchases were fraudulent and requested that they cancel them immediately. I was assured this would be handled and my chat ended. On April 5, 2025 I received a notification from Columbia that both orders were shipped to the person who defrauded me, in *************. Since this was a Saturday, I contacted Columbia first thing on Monday, April 7. I spoke to two representatives who would not take action to stop the shipment of these orders. I was advised by one representative that they were unable to cancel these orders because they have a policy that orders must be cancelled within 30 minutes, but as you can see from the timeframes provided above and the attached documents that this is a lie. It appears that Columbia Sportswear did not want to lose out on fraudulent purchases from their company, instead pushing through these two orders despite being on notice that they were fraudulent, so that they could rely on **************** or the defrauded customer to pay for the merchandise. Additionally, I was promised that these were just authorizations, so I dont understand how Columbia could charge my credit card the following day, when it was shut off minutes after the fraud was identified. I expect Columbia to cancel these orders, refund my card for these purchases, and compensate me for the unnecessary amount of time Ive had to spend dealing with a company that is abetting fraud.

  Business Response

  Date: 04/14/2025

  After multiple attempts to speak with the customer, we were unable to connect. If you still need assistance with your inquiry, please contact customer care.