Mountain Gear

For online ordering:
I ordered something through my company email. Not something I have ever done or would do normally, but Mountain Gear’s website would not accept email addresses from Gmail, Yahoo, etc.
Low and behold not too long after, for the first time in my 8 years with the company, I started getting junk mail. And no, not junk mail from MountainGear, true spam. They clearly sell your email address.

Was able to find what I needed and then some!

This company has TERRIBLE customer service. It took me 7 phone calls and over 2 hours of wait time to finally get through to someone. I also did a web live chat with the company. They replied back «I’m currently on the phone.» Are you KIDDING me? I was blown away. He told me my defective merchandise was my fault and that there is nothing they could do. Their website offers 100% satisfaction guarantee.

they do not honor their return policy. dont do business with these people. their customer service representatives are incredibly rude and childish on the phone. not a reputable company to do business with.
they put all the blame for a return on the customer– a return– that shouldn’t be. especially when their returns policy starts with «We guarantee every product we sell. If a product does not meet your expectations during its useful life, we promise to repair it, replace it or give you a refund.»
absolutely atrocious treatment to loyal customers.

REVIEW IS FOR ONLINE SITE. AVOID THIS COMPANY
they will not stand by their advertisements or their representatives who give misinformation. They also will not refund your money when you return things, even when they meet the guildelines!
I ordered a jacket from Mountain Gear in October 2014 as a gift. It took 3 weeks for the item to arrive. Once it arrived the fit was not correct so we sent it back for an exchange. The second jacket also took 3 weeks to arrive. This time it was also a fit issue. Mountain Gear refused to refund my money although the jacket was unused with tag. They issued me a merchandise credit and stated it could only be used ONE time. Nowhere in their policy does it state vouchers can only be used one time. On the contrary they state they have a hassle free return policy. Yeah right! Speaking to customer service was a waste. the Returns department hung up on me. In attempts to complaint to the supervisor of the call center that hanging up was not good customer service, he told me that the returns department was not in customer service, they were just that, the returns department. Wow. I will never shop there again and will warn all my colleagues. Buyers beware.

Even the founder blames customers for damages on their products.
Avoid this website — they will not refund your money when you return things. Not only that, but they will blame any errors/​damages on the customer — even their founder.
They lack customer care, and they will refuse to listen to your concerns.
Avoid at all costs — there are much better and more reliable websites anyways.

I ordered 2 Nemo insulated sleeping pads from the website, the specs were 30×80 that were on sale from $ 169 to $ 118. When they arrived 2 weeks before a trip the specs were 25×78. They said they had ordered one from the company that would arrive to their location in 1 month… said that was too late, as they were needed in 2 weeks… and 2 were needed.
This was a bait and switch… sell one thing and then give you an item of lesser value.
I will never buy from this unethical store and I suggest you don’t either

Big outdoor store. Had some good sales going on; getting rid of the winter lineup. The selection seemed like it could have been a little better considering the size of the place. They don’t fill ABS packs there, but pointed us to where we could. Grabbed a few odds and ends for the trip up to BC for some backcountry.

Small selection of outdoor gear, but really good quality items. We walked in a few minutes before closing, which I’m sure is bad customer practice. They were friendly and helpful.

I will not deal with these people again.
My daughter ordered a North Face Hoodie/​Jacket, whatever it is called. No cheap sale. $ 99.00 plus tax… for a hoodie.
Placed the order, got the confirmation and was informed that we would be notified when package shipped.
2 weeks had passed. No email update. Confirmation response said to follow package tracking/​updates, set up an account. Dealing with the DMV is far easier than establishing an account with these people. I still haven’t, after two day and two people trying. ALMOST trashed my laptop after the last mis-​que.
Daughter called the customer service number yesterday. Was informed the item ordered was out of stock and will be replenished soon. LICKEDY SPLIT, I get an email the item has shipped… today. after being informed yesterday that nothing is available to ship! In addition to this gross transgression of business/​customer relationship… the person who sent me the email sent the wrong tracking site. Emily, associate of mountaingear. sent me a tracking number and a site for USP. Postal Service. Actual package is coming via UPS.
Enough said. I’ve vented. These people need to reinvent or rehire.

This is not where you go for cheap camping gear — that’s WalMart. If you want high end, quality gear and the staff knowledge to go with it, this is the place. These folks walk the walk when it comes to knowing their product, whether it’s skiing, hiking or climbing.

I’m sure they’re fine in person at the retail store, but the online experience is pretty frustrating.
DELIVERY: One huge mistake they corrected, and were nice about it. Another time they sent my order to a work address I hadn’t been to for over 10 years. It wasn’t even in my online profile. Lucky I still knew the guy in the mail room.
SITE: Better since they updated it, but still way behind the simple and clean experience of Sierra Trading Post.

We ordered two Exped dry bags and when we received our order it was short by one bag. I know most people are questioning my 5 star rating given that the order was short. However, when I called Mountain Gear’s Customer Service the response was perfect! Essentially the person I spoke to… I think her name was Susan… said «wow, I don’t know how that happened, let me call down to the warehouse.» Seconds later she returned to the line and told me that the second bag would be sent out Monday ASAP via FedEx 2 day shipping and I should have it by Wednesday. It actually arrived on Tuesday. That is customer service. I can always find products at a cheaper rate but good customer service is hard to find. I will definitely be back.

This place was great and had plenty of options for everything we needed to get started backpacking. We went during their spring sale and got great deals and a lot of advice from their helpful staff. I recommend checking out their clearance racks as I scored a Marmot down coat for ½ the original price with only a teeny tiny whole in the back that I put glue on to seal. Their prices are definitely cheaper than REI and while I have always found the staff at REI to be helpful, there is nothing lost by saving a couple of bucks at Mountain Gear aside from the schmarmy feeling you get at REI.

My first trip here was very positive. All of the employees seemed happy to be there and interested in helping. Much more inviting place to shop than rei or wholesale sports where nobody helps you.