WOW! Columbia sent a new jacket!!

[mjh8955]

My teenage son needed a lightweight rain jacket for a missions trip. I bought a decent used Columbia mens jacket at our local Goodwill for $4.98. When I washed it the lining disintegrated, it looked like a box of kleenex had gone through the wash. So I packed it up, wrote a nice letter, and sent it to Columbia Customer Service. Three weeks later they sent a new Columbia jacket as a replacement with a $90 price tag. I'm a Happy Camper!!

 

[newtodis]

That's amazing! That customer service would give me the faith to spend the money on a new one!

 

[kimsuenew]

My teenage son needed a lightweight rain jacket for a missions trip. I bought a decent used Columbia mens jacket at our local Goodwill for $4.98. When I washed it the lining disintegrated, it looked like a box of kleenex had gone through the wash. So I packed it up, wrote a nice letter, and sent it to Columbia Customer Service. Three weeks later they sent a new Columbia jacket as a replacement with a $90 price tag. I'm a Happy Camper!!

Out of curiousity... did you tell them how/when you aquired the jacket? If so, that is an amazing company!

 

[mjh8955]

I told them it had been washed before ( I could tell that it had been), and I told them what laundry products I use (eco-friendly detergent and I use only vinegar as a fabric softener), and I quoted the laundry instructions from the two tags inside. I had followed the instructions. The lining was in perfect shape before it went in the washer and I still have no idea why it disintegrated. I didn't even put it in the dryer. I told them if it couldn't be replaced that's o.k. to just keep it because I didn't have any use for it. We have several Columbia coats; winter parkas and lightweight jackets, and they all wash and dry beautifully. I didn't say I bought it at Goodwill, I think even if I had they would have replaced it because Columbia is known for standing by its products. We have some friends who had a Columbia tent and used it heavily for 12 years. When the zipper broke they called Columbia to find out how to go about getting it repaired. Columbia said they were sorry about the zipper and sent them a brand new tent!

 

[kimsuenew]

I told them it had been washed before ( I could tell that it had been), and I told them what laundry products I use (eco-friendly detergent and I use only vinegar as a fabric softener), and I quoted the laundry instructions from the two tags inside. I had followed the instructions. The lining was in perfect shape before it went in the washer and I still have no idea why it disintegrated. I didn't even put it in the dryer. I told them if it couldn't be replaced that's o.k. to just keep it because I didn't have any use for it. We have several Columbia coats; winter parkas and lightweight jackets, and they all wash and dry beautifully. I didn't say I bought it at Goodwill, I think even if I had they would have replaced it because Columbia is known for standing by its products. We have some friends who had a Columbia tent and used it heavily for 12 years. When the zipper broke they called Columbia to find out how to go about getting it repaired. Columbia said they were sorry about the zipper and sent them a brand new tent!

WOW ~ that is good to know!

I bought DS and "end of the year" clearance Columbia last year (for this upcoming winter). We have never had any of their products before (generally too expensive).

My husband swears by Cabela's outerwear/waterproof suits (I can't think of the product name... Goretex or something) because they stand by their products as well. It really does help a company in the long run I think (to stand behind their products) as that customer becomes so loyal! My DH now shops at Cabela's for his boots, outerwear, socks, waterproof suits, ammo, ect... because the one time he got a defective product they stood behind it fully!

Good luck to your DS on his missions trip!

 

[mjh8955]

The thing is, my son is going to the mountains in the north of Spain and tromping through mud and cow pastures to reach people in isolated villages. I hope the $90 jacket doesn't get ripped or lost. The $4.98 jacket I couldn't have cared less what happens to it

 

[luvdzny]

I think that you failed to mention some important details when you returned the jacket to Columbia. I think that Columbia should have been made aware that the jacket was purchased used. You have no idea what the previous owner did with the jacket, like..... did they wash it according to the instructions? I would feel a bit guilty about accepting a brand new jacket in place of a $4.98 jacket that I bought used.

 

[mickeygaga]

I wouldn't feel guilty at all. If they wanted proof of purchase they could of asked for it before sending a new one. What if it had been a hand me down? I think Columbia has been around long enough to know their product and felt that it should of held up. I'm happy for you-I hope he enjoys his new coat-guilt free.

 

[NCardella]

If it is guaranteed for the life of the jacket, then regardless of who owns it, it's the jacket's life. The number of owners should be of no relevance.

 

[jennilynn510]

The thing is, my son is going to the mountains in the north of Spain and tromping through mud and cow pastures to reach people in isolated villages. I hope the $90 jacket doesn't get ripped or lost. The $4.98 jacket I couldn't have cared less what happens to it

well technically its still a $5 jacket...you paid nothing but postage for its replacement. so let your son enjoy his trip & forget about the stupid jacket

 

[HM]

well technically its still a $5 jacket...you paid nothing but postage for its replacement. so let your son enjoy his trip & forget about the stupid jacket

That's what I was going to say.

 

[pweyl36]

The thing is, my son is going to the mountains in the north of Spain and tromping through mud and cow pastures to reach people in isolated villages. I hope the $90 jacket doesn't get ripped or lost. The $4.98 jacket I couldn't have cared less what happens to it

Give me a brake,they dont have a policy stating original owner. But to feel guilty about not telling them that it came from goodwill thats just your own guilt. They didnt ask her if she was the original owner they just sent a new jacket no questions asked. As for the op good for your son.

 

[LoriKutchey]

I think that you failed to mention some important details when you returned the jacket to Columbia. I think that Columbia should have been made aware that the jacket was purchased used. You have no idea what the previous owner did with the jacket, like..... did they wash it according to the instructions? I would feel a bit guilty about accepting a brand new jacket in place of a $4.98 jacket that I bought used.

But she stated earlier that the lining was in perfectly fine shape BEFORE she washed it. Why it disinigrated in the wash was her question to Columbia.
Best wishes to your son!!

 

[Green Tea]

If it is guaranteed for the life of the jacket, then regardless of who owns it, it's the jacket's life. The number of owners should be of no relevance.

I agree

 

[dansamy]

This falls along the same lines as Craftsmen hand tools. I have purchased used Craftsmen hand tools at yard sales and taken the time to go through them and return any broken ones to my nearest Sears for exchange. They have a lifetime warranty. Sears has never asked me the details of when/where/how I acquired the original tool, nor how it came to be broken. They've always fetched me an equivalent replacement, sometimes a refurbished one, and sent me on my way.

 

[mikehn]

WOW ~ that is good to know!

I bought DS and "end of the year" clearance Columbia last year (for this upcoming winter). We have never had any of their products before (generally too expensive).

My husband swears by Cabela's outerwear/waterproof suits (I can't think of the product name... Goretex or something) because they stand by their products as well. It really does help a company in the long run I think (to stand behind their products) as that customer becomes so loyal! My DH now shops at Cabela's for his boots, outerwear, socks, waterproof suits, ammo, ect... because the one time he got a defective product they stood behind it fully!

Good luck to your DS on his missions trip!

There isnt another retailer in the country that stands by their products like Cabelas. Well, maybe LL Bean also.

 

[Ephany]

They did something similar for me once about ten years ago. The zipper on the liner broke and when I asked about finding a replacement liner, they sent me another (much nicer) jacket. Needless to say, I'm a loyal Columbia shopper and I've told that story to lots of people over the last decade.

My mom told me she bought a used Fisher Price baby bouncer at a yardsale, but one of the toys was missing. When she contacted FP about buying the missing toy, they sent her a postage-paid envelope to return the bouncer. She explained that she had bought it at a yard sale, and the customer service rep said it didn't matter, FP stood behind their products. When she got the bouncer back, it was a brand-new one, (the latest version of the one she'd bought). She was very pleased!

 

[missj1975]

I would feel a bit guilty about accepting a brand new jacket in place of a $4.98 jacket that I bought used.

I wouldn't. Columbia has great customer service, nothing to feel guilty about.

 

[rdrjj5]

Last year my BIL called about an 18 year old sweatshirt that the zipper had broken, he sent it in and Columbia sent him a brand new one. Also last year my FIL bought a pair of boots at Kohls. Everytime he wore the boots my we kept asking if he had steped in something. The smell from the new boots were horrible. He called Columbia, they had him send in the boots and sent him a new pair. Great company. We had always been loyal customers due to great product never having issues. Knowing they stand behind their products makes them top dogs!

 

[C.Ann]

I think that you failed to mention some important details when you returned the jacket to Columbia. I think that Columbia should have been made aware that the jacket was purchased used. You have no idea what the previous owner did with the jacket, like..... did they wash it according to the instructions? I would feel a bit guilty about accepting a brand new jacket in place of a $4.98 jacket that I bought used.

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I fail to see where it makes any difference.. If they have a policy of standing behind their products 100% it doesn't matter if she purchased it in a Goodwill Store; if it was a hand-me-down from a neighbor; if it was a gift from Grandma; or if she purchased it for the full price in a retail store..