CotopaxiReviews of cotopaxi.com

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.