Our Commitment
At Patagonia Outdoor Clothing & Gear, exceptional customer service is at the heart of everything we do. We’re passionate about getting you the outdoor gear you need and ensuring you have the best possible experience with our brand. Our dedicated customer service team is here to support you before, during, and after your purchase.
Service Philosophy
We believe in:
- Responsiveness: Prompt replies to all customer inquiries
- Knowledge: Well-trained representatives who understand our products
- Empathy: Genuine care for your outdoor adventures and needs
- Problem-solving: Creative solutions to ensure your satisfaction
- Sustainability: Supporting our environmental mission in every interaction
Customer Service Channels
Email Support
- Available 24/7 for submitting inquiries
- Response within 24-48 business hours
- Best for detailed questions and documentation
Phone Support
[Phone Number]
- Hours: Monday – Friday, 9:00 AM – 6:00 PM MST
- Immediate assistance for urgent matters
- Personal support for complex issues
Live Chat
Available on our website during business hours
- Real-time assistance
- Quick answers to common questions
- Product recommendations
Response Time Standards
- Email inquiries: 24-48 business hours
- Phone calls: Immediate during business hours
- Live chat: Real-time during business hours
- Social media: 24 business hours
- Warranty claims: 3-5 business days
Service Areas
Our customer service team can assist with:
- Product information and recommendations
- Order status and tracking
- Returns, exchanges, and refunds
- Warranty claims and repairs
- Size and fit guidance
- Technical product questions
- Account assistance
- Website navigation help
- Feedback and suggestions
Quality Assurance
Staff Training
- Comprehensive product knowledge training
- Customer service excellence certification
- Ongoing education about new products and policies
- Environmental and sustainability education
Service Standards
- Courteous and professional interactions
- Accurate information and guidance
- Timely resolution of issues
- Follow-up to ensure satisfaction
Problem Resolution Process
- Listen: We carefully listen to understand your concern
- Investigate: Research your issue thoroughly
- Resolve: Offer appropriate solutions
- Follow-up: Ensure your satisfaction with the resolution
- Improve: Use feedback to enhance our service
Escalation Policy
If your issue cannot be resolved by our frontline representatives:
- Supervisor: Escalated to customer service supervisor
- Manager: Escalated to customer service manager
- Executive: Escalated to director level for complex issues
Multilingual Support
We strive to serve our diverse customer base:
- Primary support in English
- Limited support in Spanish and French
- Translation services available upon request
Accessibility
We’re committed to providing accessible customer service:
- Website compliant with WCAG 2.1 standards
- Phone support with TTY capabilities
- Alternative communication methods available
Feedback and Continuous Improvement
We value your feedback and use it to improve our service:
- Customer satisfaction surveys after service interactions
- Regular review of service metrics and performance
- Ongoing staff training based on customer feedback
- Policy updates to better serve our customers
Privacy and Security
Your information is protected:
- Secure handling of personal and payment information
- Confidentiality of all customer communications
- Compliance with privacy laws and regulations
Special Assistance
We provide additional support for:
- Customers with disabilities
- Military personnel and veterans
- First responders
- Educational institutions
- Non-profit organizations
After-Hours Support
For urgent matters outside business hours:
- Emergency contact available for critical issues
- Email inquiries received after hours will be addressed the next business day
- Online resources and self-service options available 24/7
Social Responsibility
Our customer service reflects our environmental values:
- Digital-first communication to reduce paper waste
- Promotion of product repair and longevity
- Information about our environmental initiatives
- Support for outdoor conservation efforts
Contact Information
Email: [email protected]
Hours: Monday – Friday, 9:00 AM – 6:00 PM MST
Address: 23 Outdoor Way, Boulder, CO 80302, United States
Satisfaction Guarantee
We stand behind our service commitment. If you’re not satisfied with your customer service experience, please let us know so we can make it right.
Our customer service team is passionate about the outdoors and committed to ensuring you have the gear and support you need for your adventures. We look forward to serving you!