Cotopaxi Avis 

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.

This company is absolute shit. Their customer service is the worst in the planet. If one of your items gets lost in shipment or they don’t send it to you. They turn around and blame you.
Absolutely the worst people are working there and the customer service is awful. I’m not sure if they changed ownership but it used to be a good company now it’s just shit.

I purchased a Cotopaxi rain jacket (Ceilo Trench) in April and used it lightly. After a few months, the jacket developed a long, completely straight tear across the bottom back panel, directly along the lamination/seam line. This type of failure is not accidental damage — it’s a structural or bonding issue in the material.

I submitted a warranty claim with detailed photos and received an automatic confirmation, but no reply for over a week. When Cotopaxi finally responded, the only solution offered was a small adhesive “gear patch” (essentially a sticker), which is not an appropriate fix for a full seam/lamination failure. I followed up to explain that the patch wouldn’t repair the structural issue, and again received no reply.

Cotopaxi did not contact me again until after I posted an honest review on Amazon and their website. Even then, my review on Cotopaxi’s own website was never published, which raises concerns about how many negative reviews are filtered out.

In the end, the jacket is unwearable, the warranty was denied as “accidental damage,” and I was directed to pay for third-party repairs. This experience has been disappointing and does not align with the brand’s stated values or warranty promises. I own many Patagonia and North Face products and have never had a warranty issue handled this way.

I hope Cotopaxi improves the consistency and transparency of their customer service and warranty process. As it stands, I cannot recommend the brand based on this experience.

I bought two travel bags for Christmas presents during the Black Friday sale. I love the design and the product itself looks like it’ll work well. Unfortunately, one of the bags zipper is extremely hard to open and close, catching every time. The bag was $300 even on sale so I am disappointed.
I’m very understanding and emailed about this. however, I’ve now emailed 4 times with no response. I’ve also triple checked the email address to ensure it’s the right contact.
21/11/2025
26/11/2025
28/11/2025
9/12/2025

Beware that the customer service is non-existent if you end up with a faulty item.

I order two jackets and they were too big. Exchanged them and never received the smaller sizes. Emailed the company and they not-so-nicely told me they had proof of delivery and send a picture of a box in a drop off area in Washington. I live in Texas. So they took their time shipping only ONE jacket the second time and said I never returned the second one. I told them the weight of the box could prove I sent two jackets as I know I did. They had zero empathy and were very rude and they stole my money and will not send the second jacket. Unbelievable!!

Not good. Ordered. Paid for express delivery. No sign of despatch so chased. Order to be reissued. But then cancelled as no longer in stock. Should get my refund within a few days (7-8 days after my order)

Poor at every level.

A new and potential returning customer lost !

Cotopaxi’s Warranty Is Just Tape—Literally

“This issue began in November 2024, and despite months of emails, Cotopaxi never offered a real solution. All I received was two small pieces of tape. No phone support, no real resolution—just forms and delays. For a company that claims to be impact-driven, this feels like the opposite of caring.

In June 2025 alone, Cotopaxi generated nearly $4 million in online revenue. With that level of income, it’s hard to understand how they justify this kind of customer experience.

Patagonia and The North Face offer real customer service and stand behind their gear. Cotopaxi talks values but doesn’t show them when it matters. Jacket was $240.

If anyone else has had a similar experience, I hope you’ll speak up too.

—A former customer

Ho acquistato un marsupio confidando che i colori (del dia) siano almeno paragonabili a quelli esposti nel sito, peccato che è arrivato un marsupio con tonalità cupe (nero/rosso), totalmente differenti. Visto che il gusto è soggettivo e molto ci si basa sulle foto esposte di uno shop online ritengo assolutamente scorretta una politica di vendita di questo tipo. Oltretutto Cotopaxi propone dei resi a pagamento per della merce totalmente difforme da quanto mostrato nell'e-commerce. Direi che siamo ai limiti di una lotteria, peccato però che lo sia a caro prezzo... Mai più prodotti dal loro shop online

Slechte kwaliteit en geen service. Ik heb een paar jaar geleden een Allpa35 gekocht, door de pandemie en omstandigheden heeft die tas bijna vijf jaar in de kast gelegen. Nu bij een korte reis komt de TPU-coating eraf brokkelen en dat geeft een enorme troep in (hotel)kamers en mijn huis. Cotopaxi geeft niet thuis en hun "lifetime warranty" stelt niks voor, ze doen helemaal niks voor klanten buiten de VS. Blijf hier weg van mensen, ziet er leuk uit op de plaatjes en de functionaliteit is top, maar de kwaliteit is om te janken!

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.