The sales rep didn't appropriately help me find the right jacket for me. Ended up buying a coat elsewhere.
Dear Sir/Madam, I am writing today to complain of the poor service I received from Yorkdale Canada Goose Store today (on Oct 3, 2018). I was talked with the store manager Jimmy. I ordered Expedition Parka Northstar White XS Women with one of the sales on Aug 28, 2018. I totally understand that it is very hard to get this Parka and I am no problem to be placed on the waitlist with my name and my phone. Yesterday(2018/10/02) I missed a call around 16:47 without any voicemail message nor any further call. I talked with my sales, she told me she will check it today and let me know. I have been told that for especially this White color, your store manager Jimmy would not let the other sales know if he got it from the shipment, and Jimmy will call the client from the waitlist by himself. So the story is Jimmy call my cellphone when I was in a working conference call without leaving me any voice mail message, then pass my Parka to the next client on the waitlist. I am super upset and thought it is too ridiculous, then I called back to Canada Goose Yorkdale. One of your sales pick up my phone and asked me if I knew any particular person called me or not, or if anyone left me any voice mail message (I thought it should be the standard guideline for them to leave client a message based on her words). Unfortunately, your store manager Jimmy did not leave me any message and passed my order to another client, especially I waited that for one and half month! Finally I got the chance to talk with Jimmy over the phone, it was a horrible conversation with him! He was unprofessional, poor customer service, unfriendly, he doesn t really care about my feeling and it sounds like I am begging him to purchase this Parka. From the whole conversation, he did not even say one sorry for without leaving me a voice mail message. And he told me that I must pick up the phone at the moment if he call me next time, otherwise I will lose my order again. It is not reasonable as long as I have a full-time job, I am not that kind of person who purchase the Canada Goose and then resale it back to other country with a higher price. They have time to pick up the phone immediately and might have relationship with the store manager. I planned to purchase this Parka for my mother s birthday gift since my mother s birthday is nearby. It was awful experience and I thought I was treated not as a value client, I am so disappointed with your company and I won t purchase any other Canada Goose product in future, so does my friends and my family. I am now concerned about should I sell my existing Canada Goose stock since I got such a bad experience. Furthermore, for your store manager Jimmy, I don t think he is qualified for this important role. He damaged your brand image, especially the Yorkdale Flagstore. I trust this is not the way Canada Goose wishes to conduct business with valued customers. I would like to hear some feedback from your company to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.
They took care of me with respect and amazing service. Every employee I talked to went above and beyond. Very happy with my experience.
Good selections but didn't have different sizes in stock.
My experience with Canada goose is really good. This is a costly jacket for the cold we can wear layers but for people who just want to wear a shirt or t shirt, then this is the jacket they should buy. If you wear this jacket you don't have to wear layers. I got a expedition parka jacket is costly after tax comes up to 1350$ but it's really good and you don't feel the winter at all. Those who don't mind spending this is the jacket else there are other good jackets you can try. The stocks are less so you might have to wait or buy online.
First store in Canada, variety of styles. From extreme weather to there new Spring and knitwear line. Typically get an impulse of shipment, of no size is available the sales will take your name and number and contact you when it's available. Staff is very knowledgeable, sincere and helpful! Bought a jacket for my mom and they were able to suggest a great size that was flattering for my mother!
They judge you on your way in and talk amongst themselves about you and don't even say hello, isolated incident? Doubt it.
So a few days ago we went in and I just can't believe it! Needed to buy a gift and nothing I want in stock. So much for the manager that promised us that it's available. What a waste of time!
Meh. Service seems rushed and an afterthought. Also, they couldn't give us a recommendation of where to get our coats cleaned properly other than a place way up North in Thornhill. Will have to look online for other solutions.
I used my warranty for the first time on 2 of my winter parkas. The customer service went above and beyond! Everyone was friendly and welcoming and made the process of sending my jackets in very easy.
Walked in the store and didn't get much attention from the staff, maybe because I look young and they thought I wasn't buying (even though I came to Yorkdale specifically for a Goose jacket). Donna was helping another young crowd and when she finished she came to me and I was so happy with her and her service! She took her time with me and got me multiple jackets and described the differences as well as gave me her input. She even pulled jackets for me to compare the fur trim... talk about service! She turned my 1 star to a 5 star for sure! As for the other staff, a lot of them were just talking to each other and it was nothing like when I first shopped at Canada Goose a few years ago.
I'm unsure why this place has negative reviews because the times that I've been here have been remarkable,the staff are very kind and attentive and they are very patient to adhere to my needs and wants as it took some time for me to find the right jacket for my father, over all this place and the staff in it are great.
The waiting line alone is an experience, it makes me feel looked at in a bad way as people in the mall are walking by. It seem so inappropriate to have security, who can be sometimes rude, being that Canada goose is such a household name I am concerned for their stores imagining prior to even stepping into the store.
Been there multiple times and I've purchased a number of their jackets, the product is spot on and having a local store to check sizes is great. The downfalls, well its always packet, once I waited an hour and looking in the store a number of folks in it were not even looks just standing in talking in another language for the entire hour, that was a bit irritating, once I took someone with me and when they went to try on another jacket a lady grabbed hers and tried walking away, I went to get it and a staff member actually argued with me (literally stealing a jacket previously purchased), then told me "Its not a big deal"......no it is a big deal, don't touch other peoples property period. Generally speaking though all over experiences were spotless, I find it crazy they let people stand around for hours talking when you have people waiting, literally looks like a place some people just hang out at (Maybe they think its cool to stand around and be seen in the store?). They'd get a five from me if it wasn't for that time they tried to take the jacket, i agree accidents happen but the store worker literally said SIR shes looking at it, I said we brought it in and he said "Don't make me call security"....on what someone grabbing a JACKET WE OWN!!!!!!!!!!!!!! F you buddy, its people like you that's wrong with this country.
I bought a jacket and was assisted by Brian G who was fabulous, knowledgeable and very patient. A must go to sales rep !
Careful: For the first 6 months, expect your clothes underneath the jacket to attract loose, goose feather material! They don't tell you this before the purchase. Had a few of my black sweaters ruined. When I called for support: they said I'd have to pay one-way shipping and send it in for warranty (jacket was 8 days old). Ask for Kathleen if you want the best service; she was friendly; humble, and most importantly -showed us jackets based on what I liked and not by PRICE. I thought I knew what I wanted, however, Kathleen educated us on the entire Canada Goose line. The line up sucks to get into the store, waited 30 min to get in on a Saturday; they did hand out Eska water while in line, that was nice. If Kathleen was not the one helping my wife and I, I don't think we would have walked out with a jacket. Honestly, more than the store, Kathleen really understood us. She took us to the change room, where it was private, and away from all the chaos in the centre of the store. It was really crazy in there; you truly have to find the right person, because it's really hard to know all the styles and differences in each model. I truly recommend going to the Canada Goose store, so you have a wide selection and the right information. Other stores, stock only top sellers. The store was intimidating though, because of the people everywhere, and you may lack that personable and true customer service without the right representative for you. Take your time! Ask questions. Kathleen brought out 10+ jackets for me to try, and spent roughly and hour with us. Thank you very much Kathleen (She gets a 5/5).
Great customer service that are quick and reliable, everything will go very smooth if you know what jacket you want before you enter.
I had a great time here, the only complaint I have is the massive line outside the store. The staff were incredibly helpful and were able to find the size I was looking for by calling two warehouses (their system showed they were sold out).
Great experience. Awesome jacket i love it thank you.
Warranty staff at Yorkdale were, professional and helpful, Villy was the associate who helped me with registering my jacket, now I should wait for few weeks.. Overall, the experience was pleasant so far.
Don t waste your time. I ll preface this review by saying I had to go to the store to do an exchange/ return. Similar to most higher end retail stores where the staff think they are above the paying customers. Wait times to get in the store are outrageous. All that being said, the line is here for a reason and the quality of product is top notch. The store also carries next to no sizing inventory. If you want a new Goose parka you re better off going next door to Nordstrom s to find your size and style and either buy there or go online.
I love when stores do this.. I have no issue with the services. Everyone is friendly and helpful but they will do their best to sell you something, have you try on what you want but then follow up with we don t have that in stock . If I come in interested in a specific style and you spend all this time selling it to me, at least start off with we have no stock . That way I have no expectations once I try it on.
New employee's are not trained enough to talk to costumer. I remember because of good customer service from last 3 years ( 2015 - 2018 ) I bought 5 jackets and I never had this experience that I had today with new rude employee. I asked him 3 time call your manager or supervisor and he didn't respond. So poor customer service. I never gonna come back again.bye Canada Goose
It was very busy, but I found what I wanted and got myself a excellent Parker for the Scottish winter.....
I really like my Jacket, but the customer service lady needed to be more knowledgable when people are spending a thousand on a jacket.
I've been a loyal customer of Canada Goose since 2011 when I bought my first Parka. At this time they were only available at Sporting Life in Toronto and was not as popular as it is today. As the brand increased in popularity, the primary thing used to advertise the product at the Canada Goose store is "lifetime warranty". Every sales associate at the store uses these two words without any discretion. Even the warranty on the official website claims: "we stand behind each one" "fully warranted against defects in materials and workmanship for the lifetime of the product - which means the usual and customary wearable life of the product, by the original owner" "If a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided" Everything sounded amazing, but when I read the warranty fully "This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. For any damage not covered under the warranty, Canada Goose may offer to repair the damage for a reasonable charge." Having read this, I felt very confident that I could send in my jacket for repair at a reasonable price. After wearing it for 5+ years, the jacket's colour has faded, the sleeves are a little ripped up, down is not as warm and there is a hole on the elbow. These are very minor issues and I thought I could fix it up at a nominal fee so that I could wear this jacket again and to support the brand. I was delighted that I could potentially restore such an old jacket. Honestly, I was super impressed with the customer service when they took my jacket in at Yorkdale and was proud of the progress of Canada Goose as an international brand. However, the warranty team sent an email back stating: "The issues found with your jacket are deemed as accidental damage as well as normal wear and tear for products of this age, and are not covered under Canada Goose's warranty. In cases where we are unable to make a repair under warranty, we will often offer repairs for a nominal fee, however in the case of your coat we are unable to match that shade of black cloth from our repair inventory. Although Canada Goose does still produce garments in the same color as your jacket, none of the fabric in our inventory is an exact match for your jacket in its current state. " I was extremely disappointed by this response, so apparently you don't stand behind every jacket. What kind of jacket will you cover under this warranty, especially since mine is such a minor issue? I just wanted some simple repairs done, but it's not covered under the lifetime warranty. Why claim that you stand behind every jacket? I own a Mackage as well and I am not trying to take advantage of the warranty. When I read about the warranty, I thought hey maybe I could get my Canada Goose fixed up and wear it again to support you guys as I travel and work. After the response from your warranty team, I was encouraged to email customer service and this is the response I received: "Our quality Assurance team is extremely well-trained, and offered a resolution based on the current state of your jacket. We trust that our warranty team has looked at all possible options when providing you with the results of your case." Initially, I felt like an individual, but now I feel like I'm just a mass consumer buying from a franchise. I've read many other similar postings online about being misled by their false lifetime warranty claims. I don't even care about the compensation or repair at this point, I just want other buyers out there to know that the warranty is bogus. DO NOT BE MISINFORMED by their advertising.
Bought my impossible to find hat at the Yorkdale pop up location. They have less stock to view, but I'm sure they have it in the back somewhere.
Great selections and good customer services. I am glad the girl who speak Mandarin did it help me, maybe she had a long shift, she is very good at rolling her eyes and show attitude to customers. I am very sorry for those people who don t speak English, avoid her if you can.
Faiza had amazing energy. She literally could not stop smiling, so cute!!! Just wish they had all the styles I was looking for though.
Fun to see people waiting in line for Canada Goose.
Have to wait 30 mins to get in the store. Then once inside the staff aren't helpful and seem very preoccupied. Shocking when you factor in that you are a customer spending $900+!!
Great experience stuff is very friendly and helpful especially Glenn great guy who works there really helpful I will diffinetly recommend him
IT'S not for Canadian English speaking. Staff is not frendly at all. If you want spent an our waiting for assistance and if you are looking for XS size - yes IT'S right place.
Staff was really helpful and attentive and we eventually were able to enter the store and make our purchase. The line to get in was a little unreasonably long and I wished there was a system in place to get in faster (i.e. a quick-shop line!).
You have to line up even it is not busy...ridiculous
My online Order is late by 2 weeks and these people have no idea where my package is! All I can say is that the exorbitant prices you charge do not reflect the quality of your services at all.
The staffs are always so kind and even though they have to deal with a lot. We support you!
Not sure why there are so many negative reviews here. Let me point out a few things that matter when you enter a brand store like Canada Goose. 1. The material and the offerings this brand has for Winter wear is of no match to any other brand and hence the price does all the justice. It comes with a 10 year warranty, what else would you need. 2. Such stores are always jam packed and its very difficult for any sales associate to handle multiple at the same time. Yes, even if you deploy a soldier of sales men, its not enough for such a store 3. What they offer is promising and they do no compromise on quality or safety when it comes to winter wear. 4. The sales associate 'Luna' was super sweet to us. Though it was the peek of season and super busy, she was kind enough to answer every question and took time to explain every detail of the varieties they had at the store. I do not need to recommend this brand to anyone. Those who own this know the worth of it. It is indeed a life time investment worth every penny.
I visited the Yorkdale Canada Goose location today as an unsatisfied customer due to a defective product. Victoria, one of the store managers, provided professional service and was able to satisfy the shortcomings of the defective product efficiently. Victoria s quality of service and professionalism matches what one would expect from a brand such as Canada Goose. I left the store as an impressed and satisfied customer. -Thibault and Rina
There are so many people, most people still buy many pieces.
The goods are complete, the variety is varied, the service is very good
Super affordable, would buy more if my hands could carry them all.
Yesterday, they told me they can't sell me the jacket AFTER I paid the full amount and after they cleaned and prepared the jacket. When I was paying, they were going to just stuff the jacket in the bag without cleaning it even though they cleaned every other customer's coats before putting it in the bags. My husband caught it and requested them to clean my coat just like they cleaned the others. The employee responsible for cleaning it was probably sour and was picking out issues of the coat in revenge. Then they tell me the fur doesn't match and they "can't" sell it to me even though I said I didn't mind it. The employee brought the coat from the back so I think some employee exchanged the fur on these coats and wants to save it for themselves. Lol. What a joke. Worst retail ever. Wasted so much of my time when I was in a hurry, and they hire kids that probably secretly exchange these furs to buy it for themselves, and making customers suffer for their actions. I will be recommending all of my friends and family to avoid the falling Canada Goose.
Arms had minimal if any warmth. The product was defective* and a return was attempted within 30 days of purchase. Return policy is completely unreasonable. If the product is defective, there is no good customer service rationale for not allowing it to be returned during the 30 day return period. (*Defect was confirmed by the warranty service I was forced to use.) BUYER BEWARE!
Follow-up: As the owner reply suggests, I wrote an email to their customer service and warranty team again. However, the team just replied me a same email as last time, which says like "repair would not pass QA as the color difference is noticeable". So, nothing changed! Guys, from my experience, if you are considering their products, do some research about their warranty policy and after-sale services, so that you would not waste your money. For me, I will definitely choose other brands next time. Original Review: 5 stars for their customer service, 2 stars for their product quality, and 0 star for their warranty team. I got my jacket at the end of 2016 at this store, and I only regularly used it during winter season. Unfortunately, I got a tear at right armpit area at the end of 2018 (not any accident happened, I promise). That means it only lasted for 2 winter seasons, and it costed me around $1,200. I cannot believe products from such high-end and professional brand only last for such a short time. I took this jacket back to the store and their customer service was very nice and helped me send it back to warranty team. However, the team said the jacket was not repairable due to lack of same color panel and materials, and not replaceable either due to their warranty policy. I replied that I really like this jacket and I don't mind if I have to pay extra fees for the repair to make it back to working condition, but they still insisted and did not give me any other option but just returned it back to my address. The jacket is still in my closet with that tear unrepaired, which always reminds me that I should never buy their product again, unless I'd like to waste my money. I also share my experience with my family and friends when they consider buying winter coat, bc there are always better options than Canada Goose.
Canada goose products are not what they were from years ago.
I bought it Canada Goose Warmth Cecilia Staff A real nuclear friendly staff escorted us, listened to my needs and helped me find my favorite padding. I wanted to provide you services as expensive
Very bad customer service. Employees are not willing to help when asked if they can help out with ordering sizes that may not necessarily be in store at the time. Just said "go online and order from there".
Very unprofessional staff, you need to treat people with more respect specially when they spend $1500+ in your store
The service is so terrible, and we have been asked several times to buy it quickly or not. Simply incredible :( not recommended for this brand.
Why would anyone want to line up in order to give the store upwards of 1000 dollars is beyond me.
Tried to call and the phone rang and rang, asked if I wanted to keep waiting, which I did, for almost 30 minutes. Just wanted to ask about sizes in stock since there's no way to do that online.
No one answer the phone ever,i have no idea why they leave phone number for, feel bad for everything no customer service. Never again ( No )
Purchase my Canada Goose Expedition juun j, the stuff are very friendly, the salesman Derek, took the time to make sure the size would fit for my liking. Love the store. Top notch.
Got my first goose here and still in good quality and condition.
A very long wait to get in at any point, unless you work outside normal hours. Lacklustre store design would be ok, but it s also very hard to navigate and find a product if you re looking for something specific. Ok experience, I just expected a whole lot better.
Purchased a jacket online in Canada Goose Canada site, came with a broken zipper, called the 1-800 to ask if I could return in store they told me "yes you can", went to the store, line up, and found out that apparently the 1800 tells you wrong information (that is what the manager said) that if you pay with Paypal there is "nothing they can do in store" - I asked for a gift card or a new jacket (they weren't helpful). Supervisor came, took the jacket (no paperwork given) to send to a "warehouse"; I asked for a business card to follow up. No one calls, manager does not return email to confirm the transaction, numerous emails, twitter messages. We aware of buying expensive products like this and the customer service you will receive is terrible. I can't imagine sending something for a repair.... I won't purchase any of these jackets or products ever again. Check Kanuk in Montreal, great products and quality.
After receiving a jacket I wasn t happy with...the Yorkdale location went above and beyond to accommodate me. Big thank you to Julian and Eric and the GM who were true professionals and provided 5 star customer service!!
A little late on my review but bought a Canada Goose Black Label aviator hat two months ago and am loving it! Didn't really have any issues in the store other and the staff was friendly.
Wow Great product and customer service
Line up to get in is too long. and overpriced products
They refused to sell me a jacket week. The staff were rude and I didn t feel welcome there. Never buying Canada Goose.
Always crouded with people. Prices are high and doesn't have discounts on their products. Overly hyped.
like can't believe your coming to spend 1300$ for coat and nobody cares that sick employees or supervisor anyone !! will not going buy anything ! my first & last visit !
Had an awesome experience buying my first Canada Goose jacket! Junior is extremely knowledgeable and went over and beyond to make sure I was satisfied.. I loved how he really knows the Canada Goose brand so well he definitely knows the roots, he was telling me which type of people used the jackets they have. I can t stop saying nice things about him keep up the work bud! I hope you have an awesome time in L.A hopefully that Airbnb is nice #JrNeedsARaise
The only person that said anything to me was the door person with a muffled 'hi' and 'bye' with my coming and going. I know this is a premium brand bit the prices are up there to say the least. If you have $195 for a toque, I say do it. I didn't want to check the price of the jackets because... I am sure you could make a down payment for a house with the same money. I spent 10 minutes in the store, no interaction with any staff. Which is okay because I would not want the pressure of a sales pusher in here, don't get me wrong the brand is beautiful and some high profile people wear it.
The lineup is usually long but once you get in you are treated with amazing staff that will help you to find what you are looking for in a matter of seconds. Truly the best customer service I have ever received!
Friendly received. Nice seller not urgent. First model coat and correct size selected. Then the color jacket. Then the safe with coats was opened after which you could make a choice from the fur collar. Fur collar is unique per coat. We were offered a drink in the comfortable seating area. Very personal.
So saddened by the terrible service I received from staff names Victoria. She was extremely unpleasant to deal with. I will not be returning.
A nice busy place and they make you line up outside and only allow a few at a time...Not sure if this is for security reasons or to make the place look important.
