Posted by wronged by Columbia
I had a jacket I bought years ago, called to get it repaired and asked the gal who was on the phone if I could have the jacket back if they could not repair. She assured me I could, in fact, when I filled out the repair form, there was an option to send the item back if it could not be repaired instead of have it replaced with a similar model. I checked the box to have it returned. I was told it could take up to 4 or 8 weeks to hear back depending on how extensive the damage was. 6 weeks later I called to check up since I had heard NOTHING and was informed that my jacket was thrown away and I should pick up another. Picking out another jacket was not what I wanted since the jacket I sent in for repair had huge pockets that I love and are simply not available anymore. I asked to speak to the repair manager and was denied, I drove to a Columbia store and a store manager assured me he would follow up and get back with me, that wss three weeks ago. I am looking for a similar jacket with huge pockets, even if it means they have to dig out that old pattern and sew a new one. I can't believe they don't have a seamstress that can do that. I have tried to contact this company many, many times and only get the cold shoulder and sent to the same customer service number with the same person who tells me the same thing. I want a similar jacket with similar features! Not a jacket that they currently produce. They admit they threw out my old jacket and have apologized, but they are only giving me the same option as if I wanted a new coat that they currently produce. Columbia, right what you wronged and sew up a duplicate of that coat you carelessly threw out without consulting me or the paperwork I sent in with it! I will continue to tell this story about Columbia because the customer service experience is THE WORST, to say the least.
