icebreaker — Local services in Portland

Unlike some reviews that point out the fabric failure or a customer service decline, our family has a different perspective. We have been long time customers of this brand and will continue to be. We have purchased several of their wool products and found that the quality is far better than many other brands. Now, I will state that the moths here in the Pacific NW have developed a taste for the wool, and have started eating a couple of holes in the fabric of one of my jackets (Ugh). Aside from that, the product stand up tall and keeps us warm. Additionally, we tend to shop in the store (Woodburn and downtown Portland locations), and the people there are the very best. Linden, Arthur, and Dani (the hair twirler), are all awesome, professional, and very attentive to our family's purchase needs. We would also like to point out that Lily is at the top of this list of individuals that we would be lost without (she is a real gem to treasure), as she makes our experience memorable each time we see her. She knows her product(s), what her store has and does not have with recommendations of where to find anything she may not have in stock. Moreover, Toni is at the helm of these wonderful sales associates, who carries a passion for customer satisfaction that is paramount and unparalleled. Toni (she manages both stores) we truly appreciate your leadership, resolve, and attention to detail in holding your crew accountable and always ready to figure out a solution for customers that sometimes just aren't sure about what to purchase. These two stores would be very different, and not for the better if you were not managing them. I know we just saw you, but we are coming back today to purchase two more items (those two jackets on the wall). Thank you all for your hard work and dedication to...

We had an excellent experience at Icebreaker in Portland OR thanks to the help from Dani and Toni. We bought gloves here before leaving for a trip. They developed way too much wear for the quality we expected and the price we paid but unfortunately we had become members of the Icebreaker warranty club the day after purchasing them (after purchasing more items there). When I contacted the main website, they told me they couldn’t honor the warranty because we didn’t have a receipt. I was pretty disappointed in this. On a chance, we dropped into the Portland store where we originally bought them just to see if they could do anything. Not expecting much and not wanting to make a scene. It turns out that because we knew the approximate date that we had been in the store thanks to our other purchases and because we knew roughly what we had purchased, they could locate our sales receipt in the system and they immediately honored the warranty! All this done in about 5 minutes. We were so impressed and glad we checked in. Because of the help and lack of fuss and just kind listening that Dani and Toni gave us, we will continue to shop at Icebreaker. We were pretty disappointed with the quality of the item and the inflexibility of the warranty policy dealing with corporate level (even understanding they have limitations…it made us not eager to spend more $$ there) and we ended up with a totally different view on the matter. Thanks to the really friendly and competent and proactive people working at the Portland OR store. Just knew Portland could figure...

For quite a few years now I have almost exclusively worn Icebreaker socks, in part because of their lifetime warranty. On a couple of occasions in the past I have brought in socks that have holes in them and they have exchanged them for new pairs. I have several pairs that currently have holes and have been saving them to exchange all at once, and was planning to do that today but heard a rumor their warranty had changed. When I called the store for clarification I was told that the warranty now only applies for one year with proof of purchase. I asked about socks that I have receipts for showing they were purchased when the lifetime warranty was in effect, and was told it doesn't matter, they are no longer covered. So apparently "lifetime" only means "until we decide to change our policy." Very disappointing, I won't be purchasing their...