“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.”
