Over the years Canada Goose's warranty has gotten worse. When the company first started the warranty was lifetime replacement regardless of what happened, the jacket was marketed to the outdoors person and sold at places like bass pro shop.

Now I am responsible for shpping the jacket to them and the warranty barely covers anything anymore. What a joke, you're supposed to spend over a grand on a jacket and this is the service you receive.

Absolute joke.

Thank you for letting me vent

I have a Canada goose jacket that is about four years old and has a few tears at the seams. While talking to a Canada goose store employee he said that I could get it fixed by shipping it to them. I’ve done the warranty process online and now I have to send it via mail. They do not accept in person Drop offs so I have to send it via mail. How much would this cost and what kind of box would I need?

I’ve noticed several small holes on the inside of my sleeve, but I’m not sure how they got there. I don’t wear my jacket that often, and I’ve never had an incident or anything similar. Do you think this would be covered under Canada Goose’s warranty? If not, could someone let me know what the repair cost would be.

I sent my jacket to be repaired and when it came back it looked even worse, so they asked me to send it back again and now they are only repairing the hole they made in the sleeve. What can I do? It makes me so sad that the jacket looks awful now and I hardly got to wear it in the first place.

For context, here is the original warranty claim when I first sent it:

“Hello, I have been noticing issues with my Canada Goose jacket. My partner & I both got similar jackets at the same time, his being the Crofton Hoodie and mine being the Cypress Hooded Jacket, both in the same colour and they look like the same type of fabric to me. We purchased these for a couple of trips due to their features like the backpack straps and being able to make them compact in their little attached bags. We’ve worn both of ours pretty close to an equal amount of time, so I would estimate about 3 weeks total of wear since we bought them. His still looks brand new, but mine (despite always being careful with any high end item I own) is snagging throughout the fabric and stitching is coming apart. The snags in the fabric are the worst on the right sleeve, and it looks like the pulls are continuing to travel up the fabric in the sleeve. There is also a snag on the front of the jacket toward the bottom centre, and there is a stitch that has come apart at the back of the jacket. Considering the similarities between our jackets and the fact that we’ve both worn them for approximately equal amounts of time (mostly only on two trips) I think there might be some kind of defect with the fabric of my jacket. Is it possible to repair it or exchange it for a new one? Thank you for your help. “

They offered to repair the stitching for free, and I paid $84 for a patch repair on the sleeve and on the front. I was assured the repairs would be seamless before I proceeded withe approving them. Here is the email I sent customer service after I got the jacket back:

“Hello again,

I hope this email finds you well.

I just received my jacket from UPS, and I am very disappointed with the repairs and how the jacket looks now. It looks worse than when I sent it in, and frankly I would not have proceeded with the “patches” if I knew this was what the end result would be. When I noticed on the list of repairs that Canada Goose was requesting payment for a “patch repair” on the sleeve and on the front of the jacket, I emailed you right away to ask what this would mean. I specifically asked if that meant that they would sew another piece of fabric on top of the areas that needed repair, and was assured in your response that no this would not be the case. I was told that the affected portions (which I took to meant the whole piece of fabric from that section - ie. The whole piece you would cut out from a pattern) would be replaced and that the repair would be seamless. The repair is far from seamless.

First of all, the patches that were put onto the jacket are a different color and finish than the rest of the jacket. You can clearly see the difference in color between the one rectangle on the jacket that was sewed onto the sleeve and the two pieces next to it. Even worse, since it cannot be hidden under my arm, the front right side of the jacket is a very obviously different color than the front left side due to the patch that was put onto the front.

Secondly, the stitching is shockingly bad for what was sold to me as a “seamless repair”. On the sleeve, you can see at least two lines of stitching and part of a third line of stitching (which I would assume would be from the backstitching on the machine) where the patch was put on. The worst part of the sleeve patch is that the corner is not sewed up completely. When I first looked at it I thought it was just really poorly done backstitching and finishing since there is a clump of threads sticking out everywhere from that corner, but upon closer inspection I noticed that it is actually not even fully sewed shut. That clump of threads in the corner is the stitching coming apart and creating a little hole in the sleeve where the newly added patch meets the cuff. On the front of the jacket, the stitching of the patch is not much better. From the start of that patch, which is midway on that section of fabric at the waist of the jacket, you can see where it has been unevenly sewed on with parts of the original stitching peaking through underneath the new piece that has been folded and stitched on top. Throughout that whole piece, there are threads coming out all along the length of the zipper on that side where the piece has been added on. At the bottom of the patch, it’s like they stopped and restarted several times as there isn’t a single even line of stitching, there are at least 6 long ends of thread sticking out from it, and the backstitching starts going in an upwards direction on one side.

Finally, the patch is not aligned correctly. The quilting of the jacket lines up perfectly even between the left and right side from the top of the zipper up until you get to where the patch was placed. The misalignment between the quilting on the two sides starts by being off by about 1/4” in difference in height and then progressively gets worse toward the bottom of the patch. By the top of the second quilt from the bottom of the patch, the difference in height between the quilts on the left and right side is about 1/2”. I’m not sure what looks worse, the fact that the front of the jacket is now two different colors or that the lines of the quilting do not match up anymore. The patch on the sleeve is also misaligned from the seam of the cuff by about 1/4”, compared to the left sleeve which is aligned perfectly.

Please let me know what can be done to rectify this.

I appreciate you taking the time to read through this and hopefully come up with a solution for what has happened.

Thank you”

They responded with:

“Thank you for reaching out to us.

We apologize that you have had a negative experience with our warranty program and understand that this can be frustrating.

Our Quality Assurance Team are expert in determining the condition of our jackets and ensuring that every product meets our high standards of craftsmanship.

We understand that you are still concerned with the appearance of the garment. You are welcome to create a new case and re-submit your garment for a second inspection by our Quality Assurance team.

We cannot guarantee that the results will differ, but if you choose to do so, please ensure to reference your past case number in the new case description. This way our warranty team will have the complete context of your case.

Once you have been assigned a new case number, you are welcome to reach out to us for a complimentary return label. Your patience is sincerely appreciated.

Warmest regards,

Your Canada Goose Customer Care Team”

And I responded:

“Hello again,

As requested by you, I have created a new case for the jacket and referenced the old case number in the description for the new case. The new case number is ********.

I’m not sure if you looked through the photos I sent in my previous email, but responding that you cannot guarantee the results will differ is alarming. For a company that purports themselves as a luxury brand and claims to have high standards of craftsmanship, this repair is anything but. Your experts will see this “repair” that created a hole in the sleeve, quilting that no longer lines up and a jacket that is now two different colours. The high quality jacket I so gladly invested in last year was returned to me looking like a poor quality knock off. Instead of being a beautifully done piece of craftsmanship as it was when I bought it, it now looks cheap and badly put together. Please fix this.

I appreciate your time and assistance with this.”

I sent the jacket back, it was received by repairs and the only thing on the list of repairs is “Stitching - Re-stitch holes”. I emailed them back to ask if any other repairs are being done but they haven’t responded. Any advice on what I can do about this?

Attached are photos from when I got it back from repairs and before I sent it in.