ComplaintsforHelly Hansen

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction and to seek a resolution regarding a recent promotional offer that was not honored as promised. On October 14, 2024, I purchased an Alpha 4.0 Jacket at Sports Experts, influenced by a promotional offer that included a complimentary ski ticket to a participating ski station.Despite following all required steps and submitting the necessary documentation to claim the promotional ski ticket, I was unfortunately provided with a non-functional 2-for-1 voucher instead of the promised complimentary ski ticket. I immediately reported this issue on November 3rd, 2023, requesting a functional coupon, but my communication has gone unanswered, and subsequent requests have been disregarded.As a direct result of this unresolved issue, I was compelled to purchase a chairlift ticket at ******************* to enjoy the skiing experience I had anticipated as part of the promotion. Given the circumstances, I am requesting a refund equivalent to the cost of the ******************* chairlift ticket, as compensation for the promotional offer that was not fulfilled. That is, 126$ + applicables taxes.I hope we can resolve this matter amicably and efficiently. I look forward to your prompt response and resolution to this issue.Sincerely,Simon

  Business response

  03/22/2024

  Hello *****,

  I appreciate you taking the time to get in touch. I'm sorry to hear that your experience with the Ski Free promotion was not as expected. Before the season opens, each participating resort selects the promotion that it wants to run. ******************** is offering a two-for-one lift ticket (same day) in this instance. This is mentioned in the Ski Free website's 'Resorts' section: ***********************************************************; It is also stated in your provided email confirmation.

  Unfortunately, I'm unable to find any previous correspondence from you, so I'm not sure who or where you were attempting to get in touch with. We would have provided you with information about the specifics of ****************'s promotion, and if you would have wanted, you could have chosen a different resort at that time.  

  At this time, we are unable to provide you compensation for your purchase, as the terms of the promotion were clearly stated.  However, I'm happy to provide you a new validation as a courtesy to use on another trip this season at the resort of your choice.  Just head back to our Ski Free page and submit a scan of this email as proof of receipt.

  Thank you!

  Customer response

  03/22/2024

   
  Complaint: 21466078
  
  I am rejecting this response because:
  
  I would like to clarify that I have thoroughly reviewed my previous attempts to communicate with your team, and have attached those communications to this email for your reference.
  
  While I understand the terms of the promotion as outlined on your Ski Free website and in the email confirmation, it is important to highlight that I, as a customer, am not responsible for the design and implementation of these promotions, which are intended to encourage product purchases.
  
  Given that the season is nearly over, a new validation for a future trip does not suffice as adequate compensation. I expect full compensation for the discrepancy and inconvenience caused.
  
  I would like to resolve this matter amicably; however, please note that contacting the Better Business Bureau is a step towards a peaceful resolution. Should we fail to resolve this issue, I will not hesitate to bring my complaint to the ****** *************************** which handles cases of illegal giveaways and misrepresentation.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a jacket for Christmas in the wrong size. The company does not offer the same jacket in my size to do an even exchange. The company will not refund me as the product owner because I didnt make the purchase. I received the jacket as a gift and they are unwilling to exchange it for simmering of equal or lesser value because their system doesnt allow that

  Business response

  01/03/2024

  Hello ****************,

  We regret learning that the gift you received was unsatisfactory.  I appreciate you giving me the order information.  Regretfully, our system only permits exchanges for identical skus that differ in color or size.  We are unable to provide an exchange because the size you requested is no longer available.  Usually, this implies returning the item for a refund, but the refund will be made using the original payment information (there is no other option).  We would like to propose an alternative resolution for this particular scenario.  We will discuss directly with you over email.  
  
  We appreciate your patience and look forward to coming to a mutually agreeable solution.

  Helly Hansen *************** North America

  Customer response

  01/10/2024

  Case closed

• Initial Complaint

  04/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi. I sought a repair if a jacket under the lifetime warranty. I was denied a warranty claim as they stated the jacket was old. They offered to refer me to a place to fix the jacket at my expense.I understand the jacket is old however, it had a lifetime warranty. If a company is going to deny a claim based in age, they should not list and extend a lifetime warranty. They should be clear with the terms and coverage. For example if they said a zipper is warranted for 3 years, this would not be an issue.

  Business response

  04/10/2023

  Hello ****************,

   

  Thank you for taking the time to register a complaint.  We are sorry to hear of your disappointment so I hope to help clarify our warranty policy for North America.  It is not a lifetime warranty, but rather a 'Limited Lifetime Warranty.'  Our warranty information page can be found by going to ****************************************************************************************************************

  What does Limited Lifetime Warranty mean?

  Limited Lifetime does not mean for your lifetime, nor does it mean an indefinite period of time. It means the expected timeline of the product if only used for the nature that it was intended for and has been kept in the condition required for this use by routine servicing in accordance with the information provided on the product label. The way the product is used directly impacts the wearable/useable life of the product, as materials will deteriorate and fade over time and parts will wear out.
  The following factors will be considered before a warranty decision can be made: the type and nature of the product, the use of the product, the age of the product and it having been serviced and looked after in accordance with the product information included.

  In your case, your jacket was found to be over 15 years old and the zipper has simply worn out.   In these instances, we do offer assistance in locating a reputable repair center nearest you if you'd like to take it upon yourself to seek repair.   We'd also like to offer you a discount towards the purchase of a new jacket if you'd like to explore our newest collection of jackets which incorporate new technologies and materials.  Simply reply to your original email and we will be happy to assist you with this.

  Customer response

  04/10/2023

   
  Complaint: 19909079
  
  I am rejecting this response because:
  
  
  

  per the warranty terms,Helly Tech products that were bought in the ** or ****** are warranted to the original owner by a limited lifetime guarantee. This guarantee covers manufacturing defects, but does not cover damage caused by accident, negligence, or normal wear and tear  the warranty does not provide a guideline on what qualifies as normal wear and tear  if you want to say a zipper is warranted for a term of 10 years, it would solve the issue  

   

  however, no guidelines are provided as to what you deem to be an acceptable time.  This is not full disclosure to a consumer, and you are providing a warranty with no terms outlined.

   

  Again, I am requesting repair or replacement.  

   

  Sincerely,
  
  *****************************

  Business response

  04/18/2023

  Dear ****************,

  We would consider a zip that has worn out after 18 years of use as 'normal wear and tear.'  For example, if your zip had failed within 1-2 years of purchase, that is not acceptable and would be resolved under warranty.  Our warranty policy is not written to break down every component of a garment, but rather to be inclusive of the whole product.  18 years of use will wear down zips, *************, cuffs, collars, etc and is considered normal wear and tear. 

  Customer response

  04/24/2023

   
  Complaint: 19909079
  
  I am rejecting this response because:  they are rejecting the warranty as provided to the consumer.

   

  Based on the prior response, the business has a clear (internal) expectation of the lifetime warranty.  They state if the zipper fails within 2 years it would be covered. However, this is is not listed anywhere in their warranty page. 
  

  Had the business provided clear terms of what is covered and for how long, this would not be an issue. 
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  buy a jacket on August 7. 2 weeks passed and the product did not arrive, I found out that it was lost on the way, I told them that I no longer needed the product and that they cancel it, which they refused and after two more weeks they proceeded to cancel and make the return, when I checked, they charged me $10 for delivery for a product that I did not receive due to lack of professionalism from Helly Hansen, who took a long time to send the product despite saying that the maximum term was 7 days, this company took 2 weeks. I demand a refund of the $10 shipping fee.

  Business response

  09/13/2022

  We are sorry the service fell short of your expectations. I can see that you placed your order to a PO Box so it was not lost but simply could not be completed. As stated on our website, we ship via *** so PO Box delivery is not possible.  When you contacted us asking for the order to be cancelled this was unfortunately not an option as the order was already out with ***, so too late for us to act.  Once the courier had confirmed the order could not be delivered it was returned to us for refund. As a gesture of goodwill I will refund your shipping charge on this occasion.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a jacket for $ 750 (ORDER NUMBER: ************) on ORDER DATE: Nov 26, 2021, 8:36:54 AM. I received it on December 3rd and the same day requested a return (they have 90 days free return policy). I got an email right away saying: Your return is being reviewed by Helly Hansen customer service. Please dont send back your return until customer service has requested your item to be sent back.I haven't hear back from Helly Hansen. I send 2 emails inquiring about the return but they were not answered. I called them but their number rings until it finally gets disconnected. Before I started writing this I checked on my HH account and it says my jacket: STATUS OF RETURN This product has already been returned, youll get an email confirmation when your returns has been received and handled. If you have any questions please contact Helly Hansen support on **************************************** I NEVER received the email with the return label. I also sent an email to the above email for ** support, without any answers. I only want the label to return the jacket and get my refund.

  Business response

  12/27/2021

  Hello,

   

  Our sincerest apologies to **************** for the delayed response to her request for a return of order 112001163196.  We have responded to her email (case ********) and have provided her with a prepaid *** return label.  

  Customer response

  12/27/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I got my label but Helly Hansen answered: Normally the Returnado return system registers your return and provides you with a *** return label immediately, but it appears the ***** was missing in the shipping address of this order so it failed to generate the return label. I looked at the shipping label on the package where I got the jacket and it DID have the state (I'm sending a photo of that label). Helly Hansen may have a glitch on their system which could jeopardize other customers. I answered to Helly Hansen email with this concern as well. 

  Thank you for your help, 

  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩