I have reluctantly become a Canada Goose Inc. customer, and this is why:
This past fall, my wife generously and thoughtfully decided it was time to replace my 10+ year old North Face winter gear, and she insisted on Canada Goose. I was not opposed. Initially she wanted to buy a parka, but considering the local weather, a shell and a liner was the better choice. She purchased for me, as a gift, the Pearson Field Jacket (CG model #5037M). At the time of purchase, our local CG dealer made this recommendation, while assuring us he would be receiving the Lodge Down Jacket (CG model #5053M) within the month.
That month went by, and I went back to the local dealer to purchase my jacket, only to have him offer an XL, instead of the medium, which was "on hold" for someone else. No, he would not order me one in my size.
Great! After spending nearly $600, I still only have a shell, and nothing to keep me warm.
When winter came early, and in great force in Southern Alberta at the beginning of December, I began my quest for the aforementioned Lodge Down Jacket in earnest, as I was slightly chilled. I called every dealer in Alberta, and none had stock, nor would anyone order the jacket for me from CG.
Eventually I decided I would have to purchase on-line, but because the sizing chart indicated I could be a medium or a large, I decided I would have to buy both, and return the size which didn't fit.
Then my problem became that I was unable to find any online Canadian retailer with both sizes in stock!! I was forced to purchase the Lodge Down Jacket in two sizes from two different retailers. With the holidays adding to lengthened delivery times on shipping, I didn't receive either jacket until the first week of January, four months after beginning my Canada Goose "adventure".
Sadly, the size which didn't fit had also cost me $29 in shipping, which was not refunded when I returned the jacket to the other local dealer (both retail stores and online).
I was so excited about FINALLY receiving the jacket, and thus completing my Canada Goose ensemble, I failed to pay heed to my wife's comment about the back of the jacket appearing to be "not as poofy" as the front or sleeves.
Within a few days, while shivering in the freezer aisle at a local big-box store, I reached to my back and discovered that there was very little down, and what was there had been mashed to the sides of the baffles. I attempted to fluff this out, only to have the same thing occur within minutes of movement while wearing the jacket.
This is when I turned to twitter and sent a message to @CanadaGooseInc. The person administering this account replied and provided a name and number of someone to contact at CG head office in Toronto. This person did agree with me that this lack of down in my jacket was not acceptable and urged me to contact the retailer to arrange for an exchange.
I again explained the no-down story to the retailer, and was provided an RA (return authorisation) based on the following conditions: un-worn and tags attached. This was obviously impossible!
I called CG again, to explain that the retailer would not take my return, but was only able to leave a voicemail with the original contact. That person NEVER RETURNED MY CALL.
I then sent subsequent direct twitter messages to update @CanadaGooseInc. That person NEVER REPLIED.
Frustrated (as I understandably should be), I found the "contact us" form on CG's main web site, and filled out the form with the story thus far. I even offered to return the jacket IN PERSON, as I was going to be in Toronto in February. I still have NEVER RECEIVED A REPLY from CG as a result of that email form.
However, the next day, the online retailer did call me and immediately set up an RA for a warranty return. Another $25 in postage, tracking, and insurance, and my jacket was on its way to be repaired or replaced.
Six weeks and several phone calls had passed and I was still waiting on a response from CG.
Finally, in the seventh week, CG offered a refund because they couldn't be bothered to fix my jacket, or didn't have stock to replace it, the retailer was quite unsure which answer was correct.
It was then that I suggested to the retailer that Canada Goose should have offered me a comparable garment as an exchange. Three more days go without a response, and on my final call to the retailer, I am told that there is "nothing comparable". The Canada Goose web site has not be updated to remove the discontinued styles.
I shivered and froze all winter, as my money for a new winter coat was tied up on a defective Canada Goose garment which SHOULD NEVER HAVE PASSED QUALITY CONTROL INSPECTION. And now spring has definitely arrived and I am only getting a refund on the cost of the jacket, less the $75 in total shipping.
Sadly, in one of my conversations with the rep from the online retailer, he even said that Canada Goose customer service is terrible, and then laughed. And this was BEFORE I told him any of this story which didn't involve his company.
All I can say now is: terrible quality, terrible service, over-priced fad fashion.
Dear Canada Goose, should you read this post, feel free to message me and offer a refund for the nearly useless shell I purchased, I don't have any need for it now.
