I'm always surprised when I think about it and realize how many Patagonia items I own and really like. I have quite a few and, overall, I guess it's one of my favorite labels. Some of that simply has to do with the fact that it fits me pretty well, which is really key for clothing, imo. But I think the reason I don't consider Patagonia to be a favorite or my "go to" label is because I think they're way overpriced. I don't think I've ever considered buying anything full-priced and, even on sale, it has to be significantly discounted to tempt me. I think the most recent item that I bought was the merino 3 hoody. It was 50% off but, even so, I thought about the $60+ price tag a while before hitting the 'buy' button. I like it a lot but, for me, it wouldn't be worth $130.
No complaints about their customer service but, to be honest, I've never experienced it to be "amazing" either. For their prices, I wouldn't expect any less than other high-end companies which have all been, in my experience, quite good.