Cotopaxi レビュー 54

My wife purchased the Sombra Sun hoodie for me for Father's Day for over $90. I wore it once and washed it once and it seemed like it snagged as the fabric got pulled out in the middle of the shirt even though there was nothing in the washer/dryer for it to snag on and no metal or anything sharp in the load.

I understand the customer service agent provided the correct information. I have no complaints of thinking the policy stated to me was incorrect. Although I do think proposing some sort of gear tape as a solution probably wasn't an appropriate response. I'm more frustrated by a couple of things:

1) Not once in 3 responses I have received has anyone even said, "Sorry this happened, especially right after only wearing and washing one time". No acknowledgment at all how disappointing it might be to get something you're excited to receive as a gift, having someone spend over $90 on a hoodie and to already having it come apart after 1 wear and wash. 

2) This policy, although I'm sure maybe makes sense to a certain extent, I find the strict adherence to it to be extremely frustrating given the circumstances. It's not like I've bought several Cotopaxi items and have made several warranty/defective garment claims. I'm very disappointed that Cotopaxi doesn't seem to want to stand behind the quality of their products. I can appreciate that the company focuses on impact and sustainability, which is a big reason I've started looking at and buying some Cotopaxi things and planned to buy more. But if you don't make clothes that last and that fall apart, then is it really that sustainable? I get the point that yes, of course, I can still wear the hoodie but I don't particularly like wearing clothes that look like they're falling apart. I doubt I stand alone in this. That's why I buy less and wear less clothing but try to buy higher quality, often more expensive, sustainable clothing that will last a long time. I was very happy with my Cotopaxi vest I got last year and wore it quite a bit. But now, given Cotopaxi's stance about this warranty, lack of integrity and unwillingness to recognize my situation, and especially the way it's been handled, I can assure you I will no longer be buying anything else from Cotopaxi, nor will I support the company by wearing the items I already have. I will also be sure to tell all my friends and family about my disappointment in this situation and share my story. I'll also be leaving some reviews where I can and share on my socials. If this is how Cotopaxi runs their business, I don't think I want to be associated and I'll be surprised to see how long this company lasts with this philosophy to customer service. Now it makes sense why I see such poor customer service ratings online for Cotopaxi. 

Using sustainability as an excuse to not stand behind the quality of your products and therefore not offer a replacement just comes across as a copout. With this approach and philosophy to customer service, I'll be surprised if this company last long. I was planning to become a lifelong customer but now I will give my support and money to other sustainable, ethical companies (Patagonia, Outerwear, Topo Designs) with a bit more integrity. I had a similar defective clothing item issue with some shorts from Topo and they gladly replaced.

This product is defective. I reached out to customer service, but they immediately pushed all the responsibility onto the seller and then just stopped replying. For such a high price, the quality is incredibly poor-I wouldn't recommend it to anyone. It feels like the customer service team, specifically Robin and
Julia, was trained to drive customers away.

Cotopaxi pessimo! Ordine ancora in lavorazione dopo 12 giorni quando sul loro sito scrivono consegna entro 3/4 giorni lavorativi! Inutile servizio di assistenza dall’Albania quando il negozio è di Firenze! Non rispondono alle mail ed è impossibile cancellare ordine.

Shite company. Be aware you will not get the item in your colour of choice despite expense. I lost £3 just returning an item. Emailed twice to say the item was not as described and could I get the colour I chose or return. No response. Don’t bother contacting them because they won’t reply. Don’t waste your time with this company

The company does not stand by its product. They admitted that it has a fault. The strap has fallen off. Customer service won’t help. As I live in the UK but item was purchased in the USA. Would avoid. Issue not resolve. Even though they admitted item is faulty.

Hi Cotopaxi team,

I tried using the discount code IND-NEWENGEN24 during checkout. It initially applied, but then disappeared once I entered my email. I later learned that it’s only valid for industry partners, which was confusing since I found it on a public coupon site.

I was really looking forward to placing an order, and it was disappointing to realize the code wasn’t available to me. Would it be possible to receive a courtesy discount — ideally equivalent to the 30% I was expecting — so I can complete my purchase?

Thanks in advance for considering it. I really love your brand and would appreciate the support!

Illegally charged me double taxes to Canada (they charged me taxes [ironically a higher percentage than taxes are in Canada] as an invoice line on their bill and then DHL shipping charge indicates inclusion of shipping, worldwide taxes and duties clearance so it was a big charge from DHL), and when I asked for a refund they claimed this was correct. This is illegal.

Love the gear and clothing, hate their customer support. I’m still in the middle of an issue where they packed two Allpa bags in a cheap plastic shipping back instead of a box and someone at FedEx helped themselves to one of the items. I witnessed the driver roll up a shipping bag and deliver it, but they’ve conducted their investigation and can’t seem to recover the missing 70L bag. Cotopaxi hasn’t responded for days, never has an agent via chat available, and disconnected both their former customer support lines. After all I’ve purchased, this will likely be the last order. Too many other options out there with actual customer service.

I'm writing a review on here because the review I wrote on their website is no where to be found. This is just a warning that Cotopaxi will automatically charge taxes even if you are from a state that does not apply taxes (I'm in MA and taxes are not applied to clothing). When I initially contacted them, they emailed me back saying that I was supposed to request tax free exemption PRIOR to purchasing! It wasn't until I pushed back and said that cannot be true (no other retailer does that) did they say they would refund the taxes. They also said they "are working on their system" that calculates taxes. In other words, if you don't contact them, they will keep the taxes. I'm happy to share the email exchange to anyone who wants to see them.

Bought a backpack from a verbal review of a colleague. Glad it showed up with some fun colours though the main external colour is dark green (not unlikeable). It’s a brilliant bit of organisation. Resembling a clam shell bag, it IS designed for travel organisation. Like don’t buy it expecting it to be like a work backpack. Although it does have a laptop space. Not heavy. There is still space to shove extra things in like a normal backpack, and outside zips for little bits and pieces you need while traveling. I liked it a lot. If I had to improve it I’d put wheels on it but they do have that hybrid product available. I like it a lot.

Bought a fleece and the sizing is odd. Size large on the chart was for a 41-43” chest on REI website. Their website lists a large as a 50” chest and the product I received was huge.

Giant mistake to buy from their website, the return process includes a shipping charge. If you must buy their products, use a company store that makes exchanges easy and actually has customer service infrastructure. Experiences like this are why big box stores and Amazon is putting companies out of business

I Will never buy from them again, absolutely Unsat to charge for a premium pricepoint product and not pay to provide basic customer service.

Ordering to south korea which has free imports on orders under $200. Never had any issue with ordering from the US to korea yet on cotopaxi site i was surprised to find an additional $50 charged as customs and duties. Contacted live support, nobody was available on the live chat, supposed to receive reply within 2-3 days via email, waited a week with no reply, contacted again, raised an issue via live support again, used email scout tools to find support email addresses, sent another email directly to 2 support addresses, no reply again.

Really makes me question the "ethical" aspect about a company that cannot provide simple answers. DO NOT RECOMMEND to waste your time on this brand.

They have a Del Día hip bag pack with sort of "surprise me" color mix. The colours of the hip bag on their website are pretty and super vibrant and mixed. Misleading advertising.

It arrives and turns out to be super ugly and with all dark colours, black, dark blue and maroon.

I returned the first one for a refund. Ordered again and another ugly dark one arrives. No vibrant colours to be seen on either of them!!!

Return policy is a joke. I lost shipping fee both ways, I will never order from here again.

Markets itself as ethical but charges £3 'handling fee' for returns which is illegal.

Daft because it means i won't use them again. So lose a lifelong customer for £3 - go figure.

Clothes great quality but to get an exchange label is a nightmare

Web site said enter you email an get 20% of your first order. I had to go all the way through checkout to find out there was no discount. The chat bot said someone would contact me, but nobody ever did. Customer service does not ever answer the phone ( 6 calls ), just plays a message to go to the website. The price seems okay, but I am returning it. I do not like to do business with zero service companies that mislead me on pricing.

Big fan of their color selections and range of products! I have backpacks, jackets, and even a pair of sandals from them (all gifted over the years) and they’ve really held up well.

I ordered two items and I was waiting for a month.. Now the tracking web say the order is delivered and I don't have it... And is impossible to contact with an agent... andr by mail they don't help me...
It's is a scam

Bought a backpack and received a faulty one, where the stitching of the padding interferes with proper zipper closure. I thought with such a reputation it wouldn’t have been a problem to contact them. Unfortunately Customer Service is terrible, they don’t reply even after chasing multiple times. It’s basically non existent. After a full day chasing them, they are closing their chat and I received no answer, no support, no shipping label nor update about my return (which is under warranty ). I am left wondering when ( if ) they’ll get back to me after “reviewing” my return, and I have no idea if I need to ship it at my expense.
I would advise people not to buy from this company until they have set up proper care for UK customers and have clearer instructions on shipping returns and faulty items warranty. I am really sad as their bags are very beautiful ( and I am currently 80£ out of pocket with a faulty one)

My wife ordered an item from Cotopaxi almost two months ago. The package was supposed to be delivered within 5-10 days, but it never arrived. We contacted the customer service and they replied to us saying that they would have looked into it. We have never heard from them since then, and it's been more than a month now. We tried to contact them again multiple times but they never replied. At this point, it really feels like a scam. Do yourself a favor and never order anything from them.