Mountain Equipment Company Reviews 193

I just received an email that they cancelled my order.
I'm in a bit of shock and am now scrambling to find Christmas gift. I have never had a company simply cancel an order without any real explanation weeks after purchasing. I don't think I will ever trust this company again.

Christmas gift sent via Canada post during the strike. No customer service response. Everyone else has figured out how to deliver packages with the strike going on. Disappointing.

Unbelievably it has gotten worse. I decided to order a replacement for store pickup and just got a flippantly worded message to say that store pickup is also delayed.

More than $1000 now tied up on credit cards and no Christmas presents. Behaving like a store that is going under.

Beware! I just checked my credit card statement and found an extra charge on it for $590.00. Their system is so messed up that they are double charging credit cards when an item is delivered to a store and not refunding items that are lost or not delivered.

Nearly all of their customer service channels are not working and they aren’t even responding to 80 percent 1 star reviews!

If I could put 0 star I would.
I made a purchase during Black Friday week. Although it said on the MEC website they are using a different carrier due to the Canada Post stike, they don't. The day after my purchase, I got a tracking from...Canada Post!! I live in the Montreal area. I tried to call to cancel my order, after 1 hour+ on the phone where I couldn't talk to anybody, I left a message with still no return. The online customer chat is not functioning and the email I sent to customer service still doesn't have a reply.
I had a problem with a previous online purchase at MEC. I was giving them a second chance with this order but definitely, it's the last time I shop at MEC.
It's sad to say but this company is no longer what it use to be.

I have been a MEC customer since the days of the wallet card. I recently ordered items from their Black Friday sale and they sent it Canada Post during the strike. I live in the GTA. It took days to get through to Customer Service (their email wait times are 3-5 days and the CHAT function on their website is out-of-order). After many attempts at their "call-back" system I finally waited 49 mins on hold to get a person. She offered no solutions and then hung up on me when I asked to speak to a supervisor. I have started a charge back on my CC. BUYER BEWARE

Long delay for call back, but excellent customer service. Ordered online on Sunday, received an e-mail on tuesday morning that item would be shipped through CanadaPost (along with a tracking #). Called cust service wednesday AM, got called back on Thursday. Beware, their automated delivery system identifies every city with a postal code (first 3 digits) with a "0" as only reachable through CanadaPost, which is absolutely not the case... Clerk was polite and offered to send It again through Purolator, and that I send back the Item, once CanadaPost deliver (sometime once the strike is over) for a refund of the initial item. Lessons learned: If your Postal Code contains a "0" in its first part and that you want your order before strike is over at CanadaPost, then go through their call center when ordering rather than online (at least for this year, until they correct their shipping system).

Winnipeg store. I wanted to shop longer but needed to use a washroom. Both customer washrooms were posted as not open or accessible to the public. Well, had to leave. Sorry won’t return.

I ordered two pairs of socks and a backpack TOGETHER and they shipped all three items separately. I live in a rural town and it hurt to receive the items separately way out here. For a store who sells outdoor stuff, they don't seem to care very much about the outdoors. I emailed them and no response. I won't be ordering online again...

Awful experience with online order. Beware, MEC advertises they are using alternate shipping providers during postal strike to dupe customers in purchasing online. They are not! Customer service showed no explanation or empathy that the day after I placed order it was shipped with Canada Post when I am not at a PO Box or Rural. Now they have charged me for a gift $$ that will never arrive for Christmas

MEC pricing is slime now. We recently bought a pair of women's Showers Pass rain pants. Price on the tag was $175 CAD, they charged $204.00 CAD. We did not notice this until we got home. Phoned the North Shore Vancouver store and were told that the lower price was only a "mfg suggested price" and stores could charge what they wanted. NOTHING indicates this is a "suggested price". Definitely go shop somewhere else.

They do not know honour their guarantees as their managers determine that everything was normal wear and tear vs low quality. Even for things used only once.

I ordered a bike light through their online store, to pick up at their Toronto Store. I didn't understand that they would be shipping it from their warehouse and not picking the order from the Toronto store,and as such the light was not in when I was visiting over the holidays. My bad.

Several months later I still had not been issued a refund, and visited the store asking if they maybe just had it in for me and I'd missed a notification.

They did not. They said sometimes refunds are slow to go through, especially if bought over Xmas. Not an issue.

I forgot all about it til June and when I remembered I reached out to their online store help desk. Martin, who I dealt with, said that I'd been issued a refund through PayPal. I had not. I informed them of this a week or two later. Heard nothing back. Went to ride my bike to work this am and was reminded that I am still out $100 and have no bike light for my handlebars, as it's now October and haven't heard anything in months.

This company used to be great. Until they were bought out. This is the type of place I expected it to become upon hearing of their overtaking. Will not purchase a goddam thing from this company anymore.

Like most people, I agree MEC was much better when it was a Co-op rather than a Company. I’m torn with my review, as I’ve had mostly positive MEC experiences but my most recent one was awful.

I bought a pair of Fjallraven trekking pants on sale, and MEC sent me the pair of pants I ordered in the right size and colour, but the wrong style. I only realized this mistake when I was able to compare the one I got and the one I ordered in person a month later (the differences are slight but important, mainly in reinforced knees). I went to the members help counter in store, and they told me best they could do was refund me the sale price I paid for the pants - EVEN THOUGH they were at fault by not sending me the proper pants. I left the store and called the help centre - I was on hold for 30 minutes - who offered to send me a new pair in a different colour as they were out of stock of my initial choice. This may be petty of me, but I didn’t want a pair of pants in the colour I didn’t choose. They said my only option was sales price refund or exchange in a different colour. Instead I went back into MEC in-person to talk to a new employee who ended up being much more helpful. I told them that I was happy to take my service to the local Fjallraven store who I knew had the right pair of pants in my chosen colour in stock, or to wait for MEC to order my exact original order that they messed up. A manager gave the okay to refund me the full pants price (rather than JUST the sales price, as everyone else had offered) as he agreed that my request was pretty reasonable. Resolved in my favour, but a waste of almost 3hrs of my life and proof that you can’t trust anything customer service says to you. MEC, come on, it shouldn’t be this hard!

dropped a rear tire coz the valve needs replacement and the tech told me it won't be done till at least 5 days. For a valve replacement! That's the last time I'll be going at this shop.
Update: as I was about to just pick up my tire and have it done elsewhere, the mechanic at that time ( not the one I talked on the phone), offered to fix it in less than 20 minutes. He said it's just an easy fix. Thanks Ethan.

At time of online order on August 4, the anticipated date of delivery shown was for August 12, 8 days after the order was placed. No updates were provided nor was the order processed until I sent MEC an enquiry e mail which promptly was followed by a “delay” notice, then a “shipment notice - interim manifest”,closed on the day following with a “final manifest provided to carrier” notice; goods were not transferred or picked up until 3 days after the notice of final manifest. Delivery is now scheduled for August 19, 15 days after the initial order. Unfortunately this is the third time (of three times) with experienced late / delayed orders and I will no longer use MEC’s online service.

I have always been a fan of MEC until now. Placed an order for products in stock on July 27th for a trip I was leaving on August 6th. 7 business days/10 days.

Getting ready to leave for my trip and only a couple products have arrive. The most important items won’t arrive for another 3-4 days.

12-13 days delivery is not a reasonable delivery time, I called and spoke with support and was told the best they will do is provide me a “free” return shipping label. $11.95 value.

For a company that doesn’t make products just buys from a supplier then resells this is horrible service. I will no longer shop with MEC or MEC online. Maybe Amazon next day delivery has ruined me. But as far as I am concerned 5 days would be a reasonable delivery time. Not 12-13.

Very disappointed.

I was in the store in North York, Ontario, Canada. Picked out a shirt that was tagged $60.00. Got to the register and it rang up closer to $90.00. I asked why the difference and the cashier said the price on the item was in American dollars. Didn't I see the fine print on the tag?
Spoke to the manager at the time and he had absolutely no problem in tagging items in a Canadian store with American prices. Didn't see it as being at all misleading.
MEC used to be a great store with integrity and customer service. Under American ownership it's simply becoming another store, albeit with a bad attitude.

MEC stands out as a premier Canadian online retailer, offering an impressive selection of high-quality outdoor gear. Their frequent sales are not to be missed! I recently scored an amazing Osprey backpack during one of their promotions, perfect for my hiking adventures. Although a minor issue with a security tag arose, MEC's customer service promptly resolved the matter. I'm thoroughly impressed and would definitely shop with them again. Their commitment to quality and customer satisfaction is evident, and I highly recommend MEC to anyone seeking top-notch outdoor gear!

The "rock-solid guarantee" they're so proud of is not so rock solid anymore. Years ago I brought in an MEC brand tent for repairs. It was about 20 years old at the time and they fixed it for me, no questions asked. Ive also had a day pack fixed, again, no questionsasked. Today I brought in a pack, about 10 years old, and was told they didn't fix things any more, and anyway the pack was too old, even if they did.

If they're not going to stand behind their products, fine, but they need to stop saying they will. If you want a company that really stands behind its products, buy your gear somewhere else.

I ordered a backpack in February. Delivery was quick but it turns out the backpack had a manufacturing fault. It took several emails (never received a response) and several conversations through their online chat to receive a return label. Was finally able to return the backpack in early March. Was told the refund could take up to 12 weeks (!). Three months later, still no refund.

I am a long time customer at the branch of MEC in Toronto Sheppard street. I bought a number of bikes and a lot of travel related equipments from them. A tube I bought last year had to be changed and I had to wait one day to do it, complained to the manager and he basically told me not to complain. Last time I buy from MEC.