CotopaxiReviews of cotopaxi.com

This was a great disappointment. The quality is fine, but not worthy of the price point. The bigger problem is that they divided my shipment into 2, did not provide that information and waited until I wrote a bad review, (after several attempts to contact them beforehand), to send my second item.

My bag lasted well but given that it has a lifetime warranty when I contacted Cotopaxi they weren't at all helpful.

I’m not surprised, as I sit down to write this review, to see so many poor reviews of this company. I experienced a warranty issue with a jacket seam that ripped after owning the jacket for less than three months. I brought it to a Cotopaxi retail store, where I was told they could only exchange it for a jacket of lesser value, which was not acceptable—especially since I purchased the jacket directly from the Cotopaxi store. My only remaining option was to file a warranty claim, which I did. Unfortunately, the customer service experience was extremely poor. Responses were very slow, and communication was inconsistent. After a significant delay, my warranty exchange was finally approved and I was asked to confirm the size and color for the replacement jacket. I responded immediately with the requested information. Two weeks later, I requested a status update. After another two weeks passed, I followed up again. Two more weeks after that, I received an email stating that because I “had not responded,” they had issued me a gift card—despite the fact that I have email threads clearly showing my responses. While I did at least receive a gift card, it did not cover the full cost of the jacket due to taxes. This is completely unacceptable from a company that advertises a lifetime warranty on products that are priced at a premium. I am an outdoor enthusiast who regularly purchases high-quality gear, but due to both the product quality and the lack of adequate customer support, I will no longer be supporting this company.

I wrote an incredible review of the coat I purchased that mentioned all the great things about the coat, going into detailed specifics. Then I realized I wrote the review in the wrong coat (I had bought two of them). So I quickly looked up their customer service number to ask them how I could change it… I thought it would be important, but they don’t have a phone number for customer service. I’m sick of dealing with companies that insist on the customer sending an email, looking up the order number, giving all these details because they are too cheap to hire customer service. I love the coat, but the price point deserves better customer relations. I went from being in love with the company, to being a very frustrated, bitter customer. The coat is actually really great, so… there’s that! I suggest buying one, AFTER they have legitimate customer service.

First off, I love Cotopaxi’s products and what they stand for. My disappointment was with their communication and delivery. I ordered a bunch of packing cubes for travelling and paid $30 for overnight shipping as I was due to leave in a week and wanted to make sure they arrived in time. Almost a week went by and I heard nothing. When it became clear they wouldn’t arrive in time I wrote to cancel my order. Strangely I almost immediately got a dispatch notice. My package arrived the next day but not before my flight. What is the point of offering overnight shipping if packages are only dispatched at random? I do most of my shopping online and most stores say how long it takes them to dispatch (usually same or next working day). I feel like I’ve been robbed. I’ve ordered items from Cotopaxi in the UK and in Europe and overnight has meant overnight (for a fraction of the cost) so this is just a US issue. I’m so frustrated by the lack of communication and complete waste of money. Would not recommend buying from the US site. Go to REI instead.