Very poor aftercare for a £750 jacket.
I contacted Canada Goose after a small tear developed on the sleeve of my Mens Lodge Hoody. I wasn’t asking for a warranty claim and fully accepted that the damage was accidental. I simply wanted the jacket repaired and was happy to pay for it.
Customer service instructed me to send the jacket to their UK repair partner, Scottish Mountain Gear. I completed the forms, provided photos, and shipped the jacket as requested.
After several weeks I was told that the damage was “consistent with accidental wear” and therefore outside warranty. That was completely understandable. However, I was then told that they were “unable to offer a repair that meets their QA standards” and that the jacket could not be repaired at all through their authorised partner – even at my own expense.
When I contacted Scottish Mountain Gear directly, they confirmed that they were not allowed to repair the jacket because Canada Goose would not authorise it.
So the end result is that after following all of Canada Goose’s instructions, sending photos, filling in forms and shipping the jacket, I am left with a £750 jacket with a small tear that their own authorised repair partner is not allowed to repair.
For a brand that markets itself as premium outerwear built to last, refusing even a paid repair for a minor issue is extremely disappointing. The process wasted weeks of time and ultimately offered no solution.
This experience has seriously changed my perception of the brand and its customer support.
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Canada Goose is a global performance luxury and lifestyle brand founded in 1957. Canada Goose pushes the boundaries of what it means to boldly and authentically live in the open. Our purpose is to keep the planet cold and the people on it warm reflected in the way we do business and our focus on the environment and community.
