Cotopaxi Reviews

Got sold on their lifetime warranty that they market everywhere worldwide. My jacket fell apart and they told me Canada isn't covered. Direct quote from them: We can't handle warranty or repair claims outside the US. That's not actually a warranty then. That's a US warranty sold to the whole world. You can't sell gear in Canada under a Gear For Good promise and a lifetime promise, then back out when it actually matters. Patagonia handles this the right way. They stand behind their products no matter where you bought it, even from their own site. The product itself is actually really solid and I like it. But when you make a promise like a lifetime warranty, you can't just ignore it because it might cost you something. I'm done shopping with them unless they change this or actually deliver on what they claim.

Ordered a backpack that never made it to my home. When I got the delivery notification, I reached out asking who signed for it since I wasn't there. The company ignored me for over a month, then I had to escalate with my credit card company to get any response. After that, they showed me what looked like a forged signature claiming it was delivered in person while I wasn't home. For over 2.5 months they claimed to investigate, asking me repeatedly to prove I didn't receive anything. Meanwhile, they were telling my payment provider the investigation was closed. This place is straight up dishonest. I've spent months fighting with them with nothing to show for it except losing hundreds in currency. Definitely steer clear of this company.

The backpack has held up nicely over time, but when I reached out about the lifetime warranty, Cotopaxi wasn't very supportive at all.

I was let down by my order considering how much Cotopaxi talks about quality and durability. My mom gave me a Fuego Down Hooded Jacket as a Christmas present and I only wore it a handful of times. The outer material ripped on the front when it grazed a wooden table edge, nothing sharp or extreme. I was shocked at how fast the material tore from regular contact. I sent customer service photos hoping they'd at least offer repair or some good faith gesture. They responded politely but said it was damage from an accident and not covered, no repair help offered, just a suggestion to contact someone else at your own cost. I get that warranties have limits, but with a premium outdoor brand that promotes durability, I'd expect the fabric to hold up better or at least some effort to help when a barely worn jacket fails so quickly. It looks nice, but this has made me doubt the actual durability and how much they back their customers.

Looking at all the negative feedback out there, I'm not shocked at all. I had a warranty situation with my jacket where a seam split less than three months after I got it. I brought it into a store location and they said they could only swap it for a less expensive jacket, which I didn't want, especially since I'd bought it from them directly. The only option left was to file a warranty claim, which I did. The customer service was rough. I'd get replies super slowly and messages weren't consistent. Eventually my claim got approved and they asked me to confirm my size and color preference. I shot that back right away. Fourteen days later I asked for an update. Another two weeks went by. I followed up once more. Two more weeks passed and then they email saying I hadn't responded so they just put a gift card in my account. But I have emails showing I did respond. I did get the gift card at the end but it was less than the jacket cost.

Honestly, this company is terrible. Their customer service is some of the worst I've ever dealt with. Whenever something goes missing during shipping or doesn't arrive, they immediately flip it around and make it your problem. The staff there seems like they're trained to upset customers rather than help them. I'm not sure what happened, maybe new ownership, but they used to be decent. Now? Total disaster.

Got a defective product and when I contacted customer service, they immediately passed the buck to the seller and stopped replying to me. For what you're paying, the quality is really disappointing. I can't recommend this to anyone. It feels like their customer service team was specifically trained to chase people away.

I tried to use a promotional code at checkout. It went through at first but then vanished once I put in my email address. Found out later it was supposed to be just for industry partners, which was strange since I'd found it on a public coupon website. I was really excited to place my order and it was a bummer to learn the code wasn't for me. Would you be willing to give me a discount to match that, around thirty percent, so I can finish ordering? I really dig your brand and would appreciate your help making this work. Thanks for thinking about it.

They charged me double on taxes shipping to Canada. On top of their regular invoice line item for taxes, which was already higher than actual Canadian tax rates, the DHL shipping charge included taxes and duties clearance, which was a huge added cost. When I asked them to refund the overcharge, they said it was correct. This is against the law.

I like the actual products but their customer support is the real problem. I'm dealing with an ongoing issue where they shipped two large bags in just a cheap plastic bag instead of a box, and the FedEx driver grabbed one of them. I actually saw the driver roll up the bag and hand it off, but they finished their investigation and can't get my 70L bag back. Cotopaxi hasn't reached out in days, you can never find anyone in chat, and they've shut down both of their old phone lines. Given everything I've bought from them, I don't think I'll order again. Plenty of other places out there that actually have real people you can talk to.