“•Ordered a Hybridge Lite Tech Vest (Atlantic Navy XL) on February 3 (cost $525 + $21.88 for shipping and handling; total was $546.88).
•Received an empty garment bag in a Canada Goose box on February 7. Outer shipping box was intact and sealed but the inner Canada Goose box had been cut on two sides. Pictures are below.
•Called Canada Goose representatives several times at the 1-888-276-6297 number on February 7 and 8 and spoke to three representatives CJ, Mayo and Ro.
•Sent detailed information with pictures and was told that the Finance Department would make a decision (I was not allowed to speak to anyone in the Finance Department).
•A case was opened.
•After providing information and pictures, I was told that the Finance Department will not provide a refund unless I return the item (that I never received).”
“I am writing to express my disappointment regarding my recent experience with your company. I purchased a jacket from your store, which I returned without ever wearing it. Unfortunately, when I received the item back, I noticed two stains on the jacket that were not caused by me. Since I didn’t thoroughly inspect the item upon receiving it, I was unaware of these stains at the time of purchase.
Despite the jacket being returned with its original tags still attached, my request for a refund was denied due to your company’s return policy. Additionally, the jacket was returned to me without its original box, hanger, or protective cover, which I find very disappointing given the premium nature of your brand.
What frustrates me the most is the poor customer service I experienced throughout this process. I expected a brand like Canada Goose to provide exceptional service, especially considering the high cost of your products. Unfortunately, I felt my concerns were not properly addressed, and I am extremely dissatisfied with how the situation was handled.”
“They were decent until my package got lost because of UPS's carelessness. Even though they needed a signature for delivery, they let a stranger sign for it without checking. Since then, I haven't been able to get a refund for the item that was never delivered; UPS rejected my claim. Canada Goose has pretty much washed their hands of the whole thing, leaving me to deal with UPS on my own. After this experience, I won’t be buying anything from Canada Goose again.”
“I purchased a hoodie and it arrived with pen mark inside the hoodie. When I inquired they told me to send it back for dry cleaning. Once the received it instead of replacing it or cleaning it they basically said sorry we cant do anything but thanks for your purchase of our defective $450 hoodie. Great service right there. I would avoid because they don’t stand behind all their products.”
“Terrible quality and horrible customer service.
I am not sure where to start. After discovering that there was a 1 cm tear on one of the pockets of my parka, due to simple usage, very little usage, I decide to (instead of taking him to the tailor next door) use the top level warranty repair service from Canada Goose. Just to discover they have the worst customer service experience who will treat you like if you were a rat trying to take advantage of them and their warranty service.
After spending nearly $2k on a parka the least you can expect is a top level of customer service, let alone top quality of the garment. But the reality is the opposite. And this is less than 2 years after purchasing it.
First the make you upload around 5 photos from every angle of the coat, issue and receipt. 1 week later the “accept” the case asking you to pay to send it and in a very passive aggressive way, to also take it to the dry cleaner (and attach the receipt!) otherwise you will have to pay to have it cleaned by them.
Half a month into the process they decide that the tear is “accidental damage” without giving me any more details, asking you to pay to have it returned. How sure you need to be to call a customer a liar over a micro tear that could an accident as well as a product of the quality of the material. Despite my multiple attempts to ask for a repair (not even a replacement at this stage), they would not listen to me or allow me to discuss over the phone. All is done over email with a 2 day delay on every exchange.
General phone customer service, was delightfully useless with regards to any escalations. At least they had the “nice” gesture of sending it back free of charge. The rest was attempt after attempt to get the assurance someone would be able to come to their senses and at least repair it, but no. They only thing they could offer was another review at my cost (later at theirs after insisting). Ultimately, 1.5 months into this process I decide to give up and avoid another month back and forth missing typer coldest days of winter. The local tailor fixed it in 20 min for £10.
After all this, my conclusion here is that the only accident for me was the moment I decided to buy a Canada Goose garment. Fingers crossed I don’t have to ever use their customer service or warranty services ever again.”
“Canada Goose doesn't want to make a minor change to my address, they think I should take responsibility for my typo on the address, even though I called them immediately after I placed my order!
I use Apple Pay and my address was not changed, so I called customer service IMMEDIATELY! They said they couldn't see my order on their side.
and then the next day I received my order confirmation email and again IMMEDIATELY called them to change address, the customer service staff Elizabeth said my order had shipped so they couldn't change their side, But I didn't have a tracking number how can I track??? and most stupid is I can't cancel on their stupid website, and the assistant won't do that either!
So I contacted UPS, and they said Canada Goose blocked the package so I have to contact them to change anything, UPS assistant can't do anything at this point.
update: I contacted Canada Goose for a 1-hour call, I said UPS can't make any change for this package, and they need to contact with sender directly for any change.
CG responded me they couldn't change it and that I had to contact UPS again,
so I called UPS AGAIN, and they gave me the same response, that they have a contract that neither the UPS agent nor receiver can make any change, only the sender has the power to do that, I understand it's for safety and it makes sense.
So I contacted again for CG, and they gave me the same response for a contact back to UPS, I told them what UPS told me, and CG said they had nothing to do that, but I only needed them to contact with UPS to help me do a minor change on address, you know what, the CG agent just HANG UP MY PHONE!
FYI: I rated for one star because it' the lowest rate I can choose”
“I purchased 2 coats from the online store, coats are fantastic & super fast delivery. Although they have a musty smell to them , I’m unsure if this is from the plastic packaging they came in or where they are stored in as it’s both of them. Very disappointing that I’ll have to pay to have them both cleaned.”
