My husband and I purchased a Columbia Sportswear winter coat for our son last fall. About half way through the season the zipper broke. We contacted Columbia and they said that it sounded like this was a covered defect. We were instructed to send the coat to their warranty center for inspection just to make sure. We did this. We contacted them and were told that it had been inspected and the defect was covered under their warranty. Their warranty states: "If the Warranty Department determines, in its sole that the Outerwear has a defect covered under this Warranty, we will repair or replace it within approximately two weeks. If the defective Outerwear is not repairable and an identical product is not available, we will replace it with a garment of comparable style and color at our discretion". We were then told that they could not replace the coat at that time because they did not have any comparable coats in our son's size in stock. We were told to call back in June/July when they got their new stock in. We did this. We were again told that they did not have any comparable coats in stock. We called in September and, again, they did not have a comparable coat in our son's size. I should note that this whole time they have had comparable items in our son's size available online, however every time we called we were told that the warranty center's stock is different from their regular stock and that the warranty center's stock is notconsistent. Columbia could have easily replaced the coat from their other stock if they chose to.
My main complaint is that they violated their warranty policy by not replacing the coat within two weeks. They are also deceptive in that nowhere do they inform customers that they will have limited replacement choices due to the fact that their warranty stock differs from their regular stock.in addition to this, they have never responded to my concerns that I reported on their website. I also tweeted my concerns to the company. They replied by asking me to Direct Message them my contact information and my concerns.in order to do this, they had to "follow" me and I had to "follow" them. After Direct Messaging them, I received absolutely no response from the company and they "unfollowed" my twitter account. I also made a complaint on their Facebook page and received no response. They also deleted this complaint. The customers need to beware that this company violates their warranty policy and also does not respond to customer concerns.
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