I used to be a loyal Filson customer who owned 12 bags and was always recommending them to friends. Ever since Kartsotis/Bedrock bought Filson in 2012, the company has gone downhill. I bought 2 shirts in early June. They were nice, but not quite what I was looking for. I mailed them back, and after a lot of emailing back and forth and being told my return had been lost, I finally got a refund at the end of July. I complained about the experience and the rep who answered my email said she'd send a gift card in the mail as an apology. The promised gift card never arrived, and when I emailed Filson again 3 weeks later, they told me they'd email a gift card "today." That too did not arrive. When I contacted Filson again, I finally got a gift card for $25. $25 is enough to buy some leather cream from Filson or maybe a pair of socks on sale. I gave away the gift card, and will no longer be buying Filson or recommending them. read more

Keith and Kyle were beyond helpful with my specific requests and my complicated returns. Their customer service was overall outstanding. The store is also just a very fun place to be, especially during the holidays. read more

PAY FULL PRICE or THROW IN GARBAGE. No Customer Service! You order it, you own it!! 3 products...Cheap materials...Poor construction...Unusable zipper. By the time I got home from my trip and tried them out, Filson said they would not accept the discounted merchandise for return or exchange. Filson discounts merchandise that gets less than favorable reviews because buyers find it unacceptable. The next buyer gets to keep it whether he finds it acceptable or not! I ordered 3 clothing items on sale, all of which were garbage products. That is why they were on sale. Items were made to fit something other than humans. Zipper doesn't work. Filson will not provide any measure of customer service. Open it, decide immediately, call them. read more

I sure wish I had read these reviews befor plunking down $38 for a lousy bandana. It's been two weeks since I placed the order. I never got an email confirmation or shipping notification. The item has not arrived and they don't answer their phone. Save yourself a headache. Shop elsewhere. read more

Let me preface this by saying that I have been a Filson customer for many years and have never had a problem with their customer service until recently. I experienced defective fabric where the coating flaked off after only five wears. I called customer service and they first told me this was not covered under their "lifetime" warranty against defects and material workmanship. I asked for to speak to a supervisor and was then given a Return Authorization number by the same customer rep. All of the above came after using the "contact us" link on Filson's webpage after five attempts and receiving no replies from Filson. Two weeks later, not a single word from Filson. Of course, no replies from using their online contact form and no response from email either. I will be getting rid of every single piece of Filson that I own and will NEVER recommend their products to anyone only because of their poor attitude toward customers. Stop selling lifestyle products, like watches and reREAD your own mission statement! read more

What can I say? I love Filson and seeing the factory floor was amazing. I have only purchased a few Filson items over the years but I work them hard and they are still holding up great. I have a few duffles, shits and a jacket that frequent Alaska. I'll add more over time like the heavy weight shirt I bought this trip. Thanks Filson! read more

So hard to rate such an institution. There's no denying the history of this company, the exceptional quality of their products, and their place in the PNW outdoor culture. I recently had a chance to drop in to the new place. It truly is a beautiful location with impeccable merchandising. I came in knowing what to expect on the price tags, but no amount of mental preparation can prepare you for what you will see on some of this stuff. It's truly comical sometimes. I understand that a hand-made jacket or wool vest of their build deserve such prestige. But some things are so comical to those of us with middle class incomes that they inspire comical discussions with friends later. Such as the $30 toothpicks, $90 candle holders, and wood cutting tools so shiny and stylish that they are better at home on a wall than getting dirty splitting firewood. Now here's where they lost me. The staff is without a doubt some of the most friendly, helpful, and charming group I've dealt with at any store. I have nothing but praise for them here. But a brand rooted in rugged loggers and true blue collar hard work is now being represented and marketed to waxy moustache, probably vegan, skinny jeans-wearing, soft-hands hipsters who couldn't carry a shovel 20 feet. As someone with friends who work in the professions this company was built on, they're downright insulted the brand has abandoned its origins to appeal to this fly-by-night hipster crowd that will drop them the second the next trend rolls along. I know that's business, but when it hurts the image of an institution like Filson, I think the long-term ramifications could be dismal. I had heard mumblings that the brand was going this route, but seeing it first-hand was a real eye opener. What it seems like to me, is that Filson is taking the first steps of following in the footsteps of brands they used to be doing the same thing as. Brands like Eddie Bauer, American Eagle, Abercrombie, etc. Filson hung on the longest, but it's hard to deny the brand is starting to value fashion over function. Again, STARTING TO. There's still some very functional gear here, but they're definitely seeing the dollar signs in marketing their stuff as fashion items. So all in all, a very mixed experience. I felt simultaneously insulted and disgusted at the same time I felt great admiration and nostalgia. read more

Love this industrial style of this store as well as all the great Filson products. Thanks for taking Covid seriously, too, and making me feel safe in the store. read more

Wow some of these reviews are harsh! Considering that this company even ship see items to you for free and offers free returns is something that doesn't come by very much anymore. Even at the outlet which is normally no returns final sale at most other stores. I've had to have a jacket repaired and fortunately they didn't have any qualms about my issue.. Love the store, love the product, love the lifestyle! Most everything is made right here in Seattle and you can see the production facility downstairs as you're walking up to the store which is super cool read more

Filson, one of Seattle's many symbols, has officially opened their new Flagship shop in SoDo! I had seen it mentioned on King 5's Evening show and knew I had to see what all the buzz was about. This store cannot represent the Pacific Northwest (PNW) any better! You can't miss it with a size of 6,000 square feet and brightly-lit green-lettered neon sign stating "FILSON." Allow me to give you a picture tour: Step in off 1st Avenue South through giant wooden doors by grasping the hand-forged dog handles and you'll be welcomed by the massive workshop where they make all of their products (http://www.yelp.com/biz_photos/filson-seattle-2?select=YaIglmReWRicGr2xzMCoeA). Climb the staircase circling the beautiful wooden totem pole to the large shopping area and you'll be in awe at the selection and quality (http://www.yelp.com/biz_photos/filson-seattle-2?select=fdckoHvui0nREcqsBfetXA). You ask why it's so PNW??: 1. Everything they sell is made here in Seattle, US of A. It can't get any more local than that! The goal is for consumers to interact more with staff while visualizing where the items are produced and where they come from. With their motto "Unfailing Goods," everything is built to last, hence why everything is guaranteed for a lifetime. Not to mention, the price shows just that... A plaid shirt runs $100+. 2. The building has been newly remodelled and features enlarged windows at the rear glancing over Seattle's industrial shipping container yards on Elliott Bay (http://www.yelp.com/biz_photos/filson-seattle-2?select=EH1P4C-Id14RyxpK-lge6Q). 3. Decor is stuffed with artifacts from the Gold Rush era that appear to be borrowed from the Klondike Gold Rush Museum down the way in Pioneer Square (http://www.yelp.com/biz/klondike-gold-rush-national-historical-park-seattle-unit-seattle?osq=Gold+Rush+Museum). Taxidermy and animal skins, timber-constructed columns and totems, along with outdoor survival items dominate the theme from floor to ceiling (http://www.yelp.com/biz_photos/filson-seattle-2?select=P4PYop9gyoLogHRHJJEVAg). You can find a large variety of fun Holiday gifts from friends and family if you're willing to spend a pretty penny. I was drawn to all the fun and entertaining books, drinkware, and mini cocktail crafting kits. All of the employees were very friendly, welcoming and appear excited about the new flagship. Better yet, there's plenty of said "lumbersexuals" since Filson seems to have set the standard on what that consists of. This includes the lad who was constructing and hammering away at a new bag that will soon show up on a display rack (http://www.yelp.com/biz_photos/filson-seattle-2?select=vywvbePpPr7iiEEQrlTTug). A few more details... -Every Tuesday and Thursday at 10:00 am and 1:30 pm you can take a tour of their factory where the magic happens. -If you're age 21+ and free, they are handing out flyers featuring their Grand Opening on December 9th at 7 pm. RSVP online via their website. Check it out for yourself and take a piece of the PNW with you home. read more

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I have had a Filson Mackinaw wool vest for a few years... it is great. I wear it for work almost every winter day... so, its dirty, dusty and a bit stained. Went to the filson headquarters and bought another one, different color... that i will wear when not making saw dust. Mary and the rest of the crew at the store were super helpful. I do not buy a lot of stuff, so buying this vest is kind of fun. I like spending my hard earned dollars on good products. read more

If you plan to buy something from Filson specially oil wax you might think twice,Filson genius employee send me oil finish wax unsecured in package when outside is hot with temperatures that reach 95 ,and all wax spread inside and leaked,i have to send them evidence with what happen,photos and time waisted chase them for 2 days with phone calls emails only for $18.00 purchase,and no one reach to me,and to make matter worse when i reach customer service they not take even a single second to apologize even after they see the photo and they decide to send me a replacement,but guess what i was waiting for a apologize since is such a giant company,but i will dedicate 30 minutes every day to write reviews about this company to make sure i will spread the world anywhere is possible in media,internet,facebook,you named,how careless are their customer service,you can find in the photo evidence of my profile how careless is Filson when they will send your items,the customer service ask me questions like i was under investigation for $18.00,seriously?put me in hold twice until they will take a very hard decision to send me a replacement,how hard is to take decision for a $18.00 purchase specially when you face a photo evidence?Very genius from customer service..What i should have done was returned back the wax tin in the same messy form arrive and ask for return shipping label,is the company job not my job to make sure that every item arrive safe and no damaged to the customer hands. This is how the Filson CEO Steve Bock run a giant business with no care for customers and no apology,i guess in the days we live now it's a fashion to do mistakes as a business and never apologize. read more

Filson - Filson Careless shipping package - Luggage Near Me - Seattle, Washington

If I could give Filson 0 stars, I would. I received a brand new 725$ bag as a gift and returned it the next day for store credit. The store could not issue the gift card but the manager said he would mail it to the warehouse in Seattle and they would contact me for the refund. Sounded strange to begin with but he assured me that was the process as he didn't want his store to take a 'hit'. Fine, no big deal. This is where it all goes downhill. I waited for a month and received nothing. I called their customer service, they said they never received the bag. Later that day, they emailed me confirmed they received the bag but their warehouse did not log it correctly. They said they would be processing an e-gift card that day. Days passed, I got nothing. I emailed back several times and heard nothing. I called customer service and they said they never received the bag. I chatted (online) twice with agents who said they received the bag, but they still needed to get with the warehouse to 'process' the refund. Again, they said that they would be sending an e-gift card right away. Days passed and again I received nothing. Apparently, processing a return/refund is ROCKET SCIENCE for Filson - this is just too hard for them. I called customer service again today and tried to escalate this issue to manager, but alas a manager would not be available until Monday. They don't work on the weekends. Shocker. This was a brand spanking new bag with tags, never been used at all. At this point, I have to believe that Filson wants to keep the 725$ AND the returned bag because it is now in their possession. This is beyond shady - it is theft and I would highly recommend staying as far away from this company as possible. It has now been over a month and a half with no refund. read more

Really disappointed in their customer service. For the amount of money their items cost, you would think there would be better customer care and concern. read more

This store is beautiful and very interesting. Downstairs you have the production part of the operation, and upstairs you have the sales floor. Pretty cool decor also. I know they've been around for like thousands of years but people in my pay grade just don't spend their hard earned money on 500.00 fishing vests or 325.00 hatchets. Don't get me wrong, I love the "Made in America" and higher quality, but when I look at the astronomical prices I just get angry. 3 stars for bringing in Portugal, the Man for their grand opening (and I did end up buying a wallet so I can say I supported their efforts for their great party) but DANG.... I'm not a 1 percenter .... I'm on the other end of the spectrum. read more

Absolutely awful customer service! I regret purchasing my items from this store. The sales rep was talking badly about other customers in front of me while checking me out at the register. He then made an error and was unable to email me the receipt as requested to keep the purchase in their system. He then told me you can go if I can figure it out I'll do it. I should've just returned the products then. I'm so appalled that the sales rep would think it's okay to talk badly about customers in the open while the other customer was still in the store shopping! read more

Filson may make great stuff, but their customer service is awful. Experience- I ordered a bag via their website, which was apparently out of stock. No big deal, it happens. First thing that happens is nothing- no email, no call, nothing to tell me. I waited a week, then sent an email to their customer service team, which took two weeks to get a response. While waiting for said response I called, and spoke with a very nice woman who advised she would cancel my order and submit a refund. Nothing happened on the account for an additional week. Still no refund. Call again. Got a male rep this time, who gave me a ton of attitude, and advised that he would make my refund a priority. Another week, still nothing. Emailed again. No response. Called yet again. This time the rep made some excuse about how their accounting department is behind for the holidays, however he could do nothing about my refund and advised me to continue waiting. I've worked in customer service for years; this isn't how you treat customers, especially at a high end retailer like this. Filson's service is just plain terrible. It's clear that once they get your money, they don't care about what happens after. Whether or not they actually refund me remains to be seen; I know I won't be shopping there again. read more

Have shopped here a handful of times over the last 2 decades and I am so disappointed that Filson's customer service has degraded so badly. The products are the highest of quality, but you pay for that of course, but when making a return, the process turns into a never-ending nightmare. I won't go into the boring details because they are exactly what others have articulated in some of the other reviews, but it's been very disappointing. I have not ordered online as others have, but that looks like just another poor option as well. I think I have purchased my last Filson product, from Filson anyway. read more

Filson is a high-end brand. They're expensive. But don't critique them for that. If it's too expensive, the Columbia store is right down the street. The new flagship store is quite an experience. I could've spend half a day there just looking through the photo archives all over the walls. Everything from the bathrooms to the dressing rooms were absolutely gorgeous. The staff was really great. I had three different 15-20 minute conversations with different employees, and none of them were about selling me anything. We discussed the best local restaurants and local trout streams. Do I think any of them have been guiding in Alaska? No. Would I expect an Alaska guide to be working retail in Seattle? Hell no. Filson hasn't sold out to hipsters. My take is that we live in a disposable digital society and young people spend most of their lives looking at screens. It's no wonder that a broader audience is being drawn to legacy brands like Filson who are making top quality gear that should last a lifetime. I especially liked the repair counter up front and center where you could watch designers troubleshoot how to repair items that have been out in the field for decades. Good job Filson! read more

Love this store. Its very interesting with some historic pieces on display, completely beautiful with old timbers and recycled wood. Downstairs is their factory, visible thru glass walls where they actually manufacture leather goods. The whole store emanates love for handmade, quality and long term lasting goods. read more

Filson - Gorgeous store. - Luggage Near Me - Seattle, Washington

I have ordered a bunch of stuff from Filson recently. One order I placed on Dec 14, 2018 and I have not received half the order. Another order I placed on January 14, 2019 and I've received nothing. You can call or email but you'll never receive a response. And if you call mid day you'll get an answering machine saying you need to call during business hours - 6 am to 6 pm I believe. No company can sustain itself with customer service like this. My guess is a dissolution of the company is around the corner via bankruptcy. I wouldn't buy from filson unless new ownership occurs or you want to try to get a refund from a bankruptcy trustee. And good luck with that. read more

They have very good items, but the customer experience is poor. As long as you can order what you need online, the experience is good. But as soon as you have to call customer service, the frustrations begin. I made a large order in December of multiple items. I wanted to return one item for a different size. That option is not available online, so had to call. After about a 20 - 30 minute hold, the exchange was agreed. Rep said I would receive an email for the return authorization later that day or the next. After waiting a week, I called again (long hold, again). I was told the return would be emailed again and I received it in a couple of hours. Dropped the item at UPS on Jan 24 and delivery was made to Filson on Jan 31, per UPS tracking. Today is Feb 8 and the replacement item has not been received. Just logged on to my online account and it does not indicate an item returned or new one sent. I do not have the patience to call customer service for status. I'll just wait it out, but I will be hard pressed to order from them again. Sad. Almost talked myself into changing the rating to one star while writing this review, but, again, their quality is very good. read more

No service what so ever. After waiting and waiting I asked for help at the cash register and was told to go ask someone for help Not sure who works there or is a customer. Ends everyone works there but just enjoying conversations with each other. Go online. read more

I received my Filson catalog TODAY in the mail. I flipped through and found the NEW Shelter Cloth Bomber jacket for $350. Expensive but a great looking jacket. So I called today, the same day I received the catalog and guess what? THEY ARE SOLD OUT!!!! Why are they sending catalogs with items are sold out? Whoever is in charge of marketing at Filson must have graduated at the top of the B team. I'm done. Told them to stop sending catalogs with sold out stuff. read more

Awful! Extremely poor customer service! Item arrived damaged and I was told to purchase a hairdryer to remove the wax on the liner. Secondly Filson charged my credit card twice. I made three phone calls into customer service. The first time I was on hold for 33 minutes, The second time 48 minutes. I gave up both times. On my third attempt I reached a customer service rep at 32 minutes. I was promised the billing issue would be taken care of and Filson would send me an email. It's been 5 additional days and 4 weeks since my card was charged twice with no resolution. Also, their reviews of products on their site are cherry picked. They decide which reviews are posted therefore not a true representation of the products. This company does not care about their customers. Done with this lousy company and will be filing a BBB complaint. read more

look, I don't need to write anything. If you know Filson, you know. If you don't, this shop isn't for you, so just keep walking hipster...

Purchased a shirt on-sale and after the return expiration date had passed it started to come apart at the seams near one of the shoulders. Filson not having the shirt anymore STILL provided me with a full refund. I'd recommend Filson to anyone. read more

I ordered a birthday gift online during a time of shelter in place. I realize and accept there will be delays, naturally. When I called to find out if the gift would come in time, I held for 55 minutes and was cut off. I checked but received no confirmation email. I called back in the morning and held for 20 minutes and got to speak to the aloof Kat with her "whatdoyawant" style assistance. She was upfront about the shipping being two weeks out and told me around when I could maybe expect it. That was helpful, but it felt like dealing with a loathing teenager. I told her I would keep the order. Her response was "uh huh" and then silence. Was she still on the line, I don't know? There was no "sorry for the long hold times" or "thank you for your order" or "is there anything else I can do for you". Don't think that because you are paying a premium for their clothes that you will get premium customer service. I really wish my husband wasn't such a fan of this place. With respect to the clothing, I am just not that blown away. It's basic and seems that it's just the branding that is carrying them. I think one of the other reviewers is right in saying that this isn't the same Filson as it used to be. The clothing gets 3ish stars and the customer service gets 1 star. read more

Horrible customer service, they really don't care. Great products, but good luck trying to find anyone to help you if there's something wrong. This is one of the worst customer service experiences I've ever had, way worse than the DMV. read more

Wow, I would have never thought about writing a negative review for Filson, being from the Pacific NW and having been a customer long time. Here it goes; I've ordered a jacket online that was on sale 9 days ago, 9 days ago!!! Immediately, my credit card was charged and I was given an order number and was told that I will get an email when the item shipped. After not hearing for 5 days I've sent an email to the customer service and no email since, until today. 9 days after charging my credit card for over $200 they tell me that the item is out of stock, they are sorry, they will give me a 10% on my next purchase. What is worse, they tell me that it will take 7-10 days to refund me. That is just ridiculous. That is just fine, now I know. I will never, ever again purchase another item from them again. read more

UPDATE: Filson did eventually issue my refund, 3 weeks after the return. Just took daily follow up and pestering them from my end.

I don't have enough great things to say about this place. Best quality and best customer service, and everything is made in the USA. Neil and others greeted us and helped us from the minute we arrived there until the minute we left, and even after the fact (follow-up e-mails too!). They waited on us hand and foot, and got to know us not just as customers, but people. Since we were from out of town, they shipped our items (in the coolest box), so we wouldn't have to stuff it into our luggage, all free of charge. They even gave use recommendations of places to visit in the surrounding area. Our experience spoke highly of Filson's culture and we can't wait to return. read more

Purchased 2 products in July - they did not fit. Received authorization for full credit to return the products. Returned the products in July. It's October now and I still have not returned my money. Almost $400. They are not even returning my emails now. They are a nightmare to do business with. What are the odds they would credit back for a warrenty claim when they won't return your money on a brand new item? read more

Filson is a prime example of a company who puts the customer last. I ordered an item from them online and the item was lost in transit. Instead of making the situation right and sending out a new one, they refused and said that I could place a new order while the transit company figured out the issue. So, let's recap... You make the customer bear the burden of making a new purchase while you and the transit company figure out a problem the customer never created. Has Amazon spoiled the world? Why couldn't Filson take ownership of the issue and ship out a new one while they figured out where the lost shipment took place? The final straw was when the customer service rep gave me his closing remarks, "It is what it is.". Wow! Filson, please take this review seriously and start making your customers more important. Your customers are in fact why you are a profitable business to begin with. read more

They claim to have a lifetime guarantee, but if something goes wrong with their products they will never fix it. Their customer service department, if you can call it that, is a joke. They never reply to their emails and their hold times are insane. It's really not worth it. read more

I ordered goods on 12/10, returned some of the items on 12/16 and still haven't received my credit. I've sent 4 follow up emails and got one response 2 weeks ago- if you plan on returning anything good luck- terrible customer service, terrible customer appreciation, terrible customer response. The only thing I can think of now is an attorney! read more

No warranty. Shop at your own risk. I tried to return a defective product- luggage strap too short to reach the buckle and they said no, it was my problem now. I was a 30 year customer. Never shopping there again. read more

My wife and I have more than 50 Filson articles that we have acquired over the past decade or 2. Unfortunately, we won't be getting any more. The old store had a warm, accommodating air to it, the new one is more like a poorly lit industrial warehouse. Staff is not nearly as knowledgeable about the products as they were in years past, and a vast majority of product in the store is not even Filson's! Product quality and focus has been greatly diminished. I can easily see Filson going the way of REI or Eddie Bauer. Stores that at one time had the utmost respect from their clients because of the superior product that served a purpose, to a run of the mill clothing store depending on it's past reputation. Sorry Filson, you lost us. read more

Filson advertises a guarantee that they do not intend to live up to. They are quite proud of their so-called guarantee and promote it heavily, offering lifetime replacement due to workmanship and craftsmanship....no more, no less. But have no intentions of honoring this after the sale. Extremely surprising since the cost of all of their products is 2-3 times others. (and 98% of the Filson products no longer made in USA) On two occasions now, after requesting a Return Authorization, they drag out the process by requesting pictures, model #, size, etc., then come back with a gift card worth 25% of replacement cost or a voucher for 20% off a new product. What? Unreal; especially when boasting such a great guarantee. Below is a quote from an Employee Review from Glassdoor. This really sums is up and and is quite disturbing coming from an employee!!! "Also, straddling a "no-questions asked" guarantee and dancing around the verbiage with customers is a poor idea. Either dial in the policy like L.L. Bean or commit to the original customer guarantee. The bait and switch is what upsets life long customers" read more

Stil good shirts. Wool quality less then was 4 years ago. Went in to flagship for repair. Not only do they not do them in house they acted like they could fix 2 holes cuffs and pocket. they took shirt at flagship. on phone FIlson repair wanted 50$ for repair, to disassemble shirt? That would be for a non matching wool fabric!!.... just need patches sewn on .. have old filson shirt with patch, They used to stand behind products now nope. went to tailor cost 11 dollars! read more