Mountain Equipment Company Reviews 194

This place is brutal for customer service. Just the worst. Find your goods somewhere else. They simply dont care... Oh and if you have to return something they hold your refund for up top 8 weeks so they can use that money to invest and profit. Scumbags.

I went to pick up a belaclava I had ordered online from Kombi. When I opened the bag, I found the lace was half out and some thread was already unwoven and hanging.
I did not buy the item from MEC and yet they offered to give me a reduction on the price and gave me a free lace and toggle.
I must repeat, a reduction on the price and something free. The manager took it upon himself ,to make up for Kombi's sloppiness.

I ordered a pair of shoes that were on sale on January 4th and received an email a week and a half later stating they were behind schedule but assured the shoes would be on the way. I followed up 3 weeks later through online chat with a representative who stated their supervisor told her that they were in the process of moving warehouses which was causing the delay.

Finally, almost a month later they cancel my order and send me a 15% off promo code. When I check their site, the shoes and size I want are still available but are much more expensive.

I ordered a pair of pants, it says the order is complete, I have never received the order. I have contacted customer service at least 5 times, one lady told me that to much time had passed and they would refund me, nothing from anyone, it has been since December 7 that I ordered. They gave me a "well it is Xmas time and we are busy. It is January 28, and nothing. This is so annoying.

Horrible. Was sent an older or newer model of snowshoes that were not what was pictured online. I would not have ordered them if I knew what I was getting. Product arrive with no tags- nothing. Have now been calling, emailing, and chatting for over 5 days and am no closer to a resolution than when I received them. Will not order from them again.

Follow up- still have not been refunded my money. I finally was able to get a return label to send the snowshoes back, but now they are in limbo and the company will not respond to me. As this return is a result of an error on their part - it is extremely frustrating and I just want my money back! I was able to make another order with a different company and receive the new snowshoes in a shorter amount of time that it took to organize a return at MEC.

I tried on 6 or 7 pairs of shoes and each time the sales person came out in a resonable amount of time to check on me. (They work at the Vancouver store. I think their name was Jessie but i have bad hearing, so something like that.) I'm impressed with MEC. The person i returned shoes to was great and so was the person i paid for the replacement shoes. They've always been friendly. (Except for the rude customer who jumped the line), I had a great experience. AND i know what i got is gonna last.

Well I ordered a pair of winter boots before christmas and they were to small so I returned them and I received a email that they received them and after waiting a month for them to return my money I called and the girl told me that it would take another month so she said it will take 2 months to get my money back! I asked if this was a joke because I have never waited so long in my life! She said if I don't get my money back by the end of February to call again! WOW! I will never shop there again!

I ordered a kids snowsuit on clearance ($130 vs $170) after 5 days without notification of shipping I called; in hold for 20 mins then requested a call back. Call back came at 8pm and hung up after 2 rings. Another 20 mins on hold to find they couldn’t fulfil the order.

I ordered a down jacket at clearance price from MEC online, but they didn't fulfill the order even though the jacket was available in many stores when I did my order. My brother bought the last large clearance jacket in the Vancouver store. There were 2 jackets available in the North Vancouver store but the staff told me to just order online to save me from driving to North Vancouver. I waited 10 days and the order wasn't processing so I phoned and they said still trying to fulfill the order. I waited 15 days and decided I will try to locate a jacket myself. I found one jacket in the Quebec store. I phoned the MEC BC warehouse and told them I located a jacket. They said great we will now send the jacket from Quebec, WHICH I HAD TO FIND MYSELF. However, they still have not processed the order, no confirmation email, no money taken from my account, nothing. It has been 18 days and waiting. Horrible customer service.

Never received package despite Canada Post saying it was delivered.

No response to my customer service request.

Don't risk wasting money with people who don't care.

Lost a gift certificate email that was sent from my brother. Customer support on this has been zero. It is simply not possible to get in touch with anyone. You're on hold, they hang up, and they don't return the call when you take that option. Going to the store didn't help either. THey cou;dn't do a thing for me.

This place is the wrost outdoor gear store I've seen anywhere.

Basically, as all the order reviews stated… do not order online! Terrible customer service and it takes forever to get my online order. Too bad I didn’t read these reviews first before I ordered.

DO NOT BUY ANYTHING ONLINE! This company has completely falling off the rails. No email response and it’s been over a month, Chat never works, called 3 times, each time I am told a different version of the same story. Been waiting on a refund for a successfully completed return. MEC has not refunded even though they have acknowledged the return. STAY AWAY! It is so sad as this used to be one of the great stores.

Ordered cross country skis as a Christmas gift. After a week when I had not received a shipping notification I called. Could not get through and requested a call back but never got called back. A day later I was informed the product I ordered was no longer in stock. I reordered a more expensive seat of skis and after almost another week of no shipping notice I called customer service again and waited too speak to a person. Ordered had been flagged for fraud and no one had reached out. They released the order and told me they would arrive before Christmas and are now showing an estimated delivery of the 28th.

Ordered a 7 day food pack, no follow up from them on shipping so I contacted customer service only to be told the item is out of stock, no longer available. NO communication from them until I initiated and it was a Christmas gift. Cancel that order, place a new order for a Dry Pack - to pick up in store (store showed stock), called today - told it's being shipped from their warehouse and won't be in until well after Christmas - DO NOT shop here. NO communication from them, no proper updates and misleading that they have items when in fact they do not.

Terrible customer service. Purchased an item indicated as in stock in store to pickup. Apparently it wasn’t in stock so they decided to ship from another without telling me. Couldn’t cancel, so I waited 3 weeks for item to finally arrive at store (although I’d already bought the same item at another store by this time). Call the store, they can’t refund me. Try calling Mec support repeatedly, they never answer the phone or even bother to call me back, still no email confirmations from Mec. Didn’t respond to the web form I sent in either. Never had any of these issues when MEC was a coop and owned/operated locally. Never ordering online with them again!

Dec 1,2023. my wife picked a coat at the Laval store. Her size was not available. The service person verified that stock was available on line. Later that day I placed a on line order. I verified multiple times over the next week + and still have the following message (Order being processed: We're on it. Your order could be on a forklift or being put into a box. Check back soon for updates.) On Dec13 called the service line twice and both times waited over 15 minutes with no response. Left a call back number numerous times. On Dec 14 finally received a call back and news was your order is now in North Vancouver. Asked if they could verify if the stock was there and the order would be shipped. They could not. Asked to speak with the manager and received apologies but he could not advise if it would be fulfilled. Received a $40 gift card for my problems but still do not know if we will receice the merchandise.

After an order went wrong (missing package), I tried to contact the company and it has been a total disaster.

1. Extremely long wait times (1hr+) to get an agent, no callbacks after promising callback, unable to get through on the phone, had a call dropped once after a 1 hour wait and am STILL waiting in the queue now.
2. When I did get through to them last week, they told me to wait two weeks to see if the package shows up. This is after Fedex already told me the order is missing. This is also against the MEC.ca policy page on missing package, that states MEC must be contacted within two weeks.
3. No email trails provided to me, no case number provided to me, no proof of contact whatsoever. IF they wanted to (or continue to be incompetent), they could easily act like I never reached out to them and claim that I blew their missing order policy.

Its taken me hours upon hours now, and still no resolution - I regret deeply using MEC gift cards, because I cant dispute (as I could with my credit card). It would have been less time for me to order in-store and just pick up the package.

I have ordered a bicycle computer bundle online. It arrived as incomplete order - only computer without sensors (bundle). Tried to contact their customer service thru phone or messenger, no luck after 30-40 mins of wafting.
Then, went to their Calgary store to exchange but the bundle was not available. They offered a refund, and it took over 30 mins for the approved return transaction to my card. So much wasted time and frustration to buy one simple item on-line. No more....

I purchased a jacket online before BlackFriday on 22nd of November 2023. MEC waited for BlackFriday week to finish and then sent me email that item is out of stock and I have to wait 3-4 weeks. A week later they canceled my order. I lost time and opportunity to buy item at lower price in other store.