Mountain Equipment Company Reviews 194

Awful customer service!!! STAY AWAY FROM THIS COMPANY.

Ordered something online for store pick up and it took forever to receive the “pick up email” so i decided to go to the store and purchase the items myself. That was 2 weeks ago! Since then, i’ve emailed them, call them (unable to get thru) been promised a call back (no one called back!!) absolutely disgusting… they took my money, and there is no hope for the refund. At this point i am not sure I’ll get my money back. This company should be reported to be better business bureau. I much rather go to any other store or even amazon. DON’T WASTE YOUR TIME AND ENERGY WITH THIS JOKE OF A COMPANY!

There was low stock on common sizes at very beginning of winter season. I ordered mitts online to be shipped to Langley store for pick up. After 5 days I called for update. Was on hold for 1 hour, then left my info for call back. Never received a call back. Called again next day and someone answered after 1.5 hours waiting. They were very polite and helpful (hence 2 stars and not 1). Said mitts were coming from North Van (1 hour drive to Langley), but they didn't know when they would be delivered. Been 7 days now and no news. Called MEC twice to cancel order (I found mitts somewhere else in mean time) but no answer and never got a call back. I really loved MEC when they were a Co-op. Now just disappointed. Probably shop at REI to support a Co-op.

Oh, for the days of the co-op. What has become of MEC is very sad. I am walking through here now, looking for specs on the winter coats, which are only half up and half down. I just lined up for 15 minutes to pick up an item I already paid for. It seems like the only person on the customer service desk was frantically looking for a missing items for one customer, but held up everyone else, while the multiple cashiers stood there doing nothing. Walking upstairs I see the phone ringing off the hook and nobody seems to care about answering it. It seems like the biggest focus here is on security. Burly security guards at the entrance. I walk around the sparse stock upstairs completely ignored by any associates. They are very careful in the change rooms about how many items you take in, loud, walkie-talkies, blasting on every employee as they breeze by, ignoring customers. As I say security appears to be a number one priority. I know they have taken on the old logo of MEC with the little mountain, but I can predict a quick death to this place. Very sad, I have many items from the once competent and reliable company that the co-op was.

I bought a hydro reservoir on-line during their Black Friday sale weekend; opted in to their interest-free 4x pay through a third party MEC partner Klarna. Klarna charged me but when I followed up with MEC there was no record of my purchase and the product was out of stock.
One of the Langley store Managers, Tanner, met with me in-store to quickly help resolve my problem by refunding the Klarna charge and stayed with me until I was satisfied with a replacement reservoir and new price.
His colleague, Simarjit was a whiz at the cash register helping with the refund and new purchase with a better option, matching the sale price.
Thank you to both gentlemen for helping me have an excellent client experience. A little help goes a long way and in this case, a Lot of help was offered.
Sincere thanks.

After placing online order, could not get customer service on the phone to correct my email address. No "call-back" received.

• Don't get took buying another company's “sale” items from MEC. Go to the Brand's website before paying. Buying directly from the Brand is often cheaper. I bought a jacket that sells for $399.99 on “sale” for $238.94 (40% off). I could've bought it directly from the Brand for $119.99. Now I'm stuck waiting weeks for a price match – and the Brand's price dropped again for Black Friday on their own website

• Don't use PayPal when buying from MEC online (reason #1). If you return items in store MEC gives you a store credit – not credit back on your credit card

• Don't use PayPal when buying from MEC online (reason #2). MEC claims that PayPal orders are hard to cancel and their refunds are difficult to process. This isn't true! I've never experienced this with another retailer using PayPal

• Report MEC to your credit card company or bank when they take too long to give refunds or match prices. They will intervene on your behalf, don't wait months to get your money back, unless otherwise stated

• Remember MEC is owned by an American equity firm. Consider buying from - and being loyal to - your local independent sporting goods shop

Placed an order online for instore pickup, realized I'd ordered the wrong item, emailed to cancel the order. The money had already been taken from my account, I was told a refund would be processed within 5 days. So after 4 weeks I emailed again, no response, so I called customer service and was told there's a delay processing returns. Here I am, 10 weeks later, no return processed, customer service aren't answering calls, nobody on live chat, and not getting a reply to emails. So I spent $750 an something that never actually left the store, it has never been in my possession. Avoid MEC at all costs, not the company they used to be. Totally unacceptable.

DO NOT ORDER ANYTHING FROM THIS COMPANY!
Like others have said, it is the absolute worst customer experience ever (couldn’t reach anyone through their live chat line (if I could get the form to come up at all - tried over several days), emailed weeks ago and got no reply, and then finally sat on hold forever waiting for someone to answer). The rain suit I ordered said it would be to me in 6 days - it is now a month later and still no word from them as to why the hold up. I tried going online as if to order the item again and it still says it would arrive in 6 days - no further info about it not being in stock or on back order. I will never do business with this company again and will be sharing my experience with friends and family.

In August 2023 I purchased a FireCan for camping. The product was defective and did not stay lit. Also, the item description on the MEC website is materially incorrect. I immediately returned the product to the MEC Returns Centre via Canada Post and have the delivery confirmation. After multiple follow-ups I have yet to receive a refund or response from MEC. Separately, my wife ordered a pair of hiking shoes. The shoes were USED, not new. The Returns desk gave her a hassle about returning them.

Wow!! Have never experience such a thing with such a major brand. I have tried for 2 weeks to cancel an online order that was placed for store pickup and I literally cannot even reach their customer service department! On hold for ages and they say “leave your number for a customer service rep to call you back.” Did that 2 times no one ever called. Thought I’d try their chat box online, after waiting forever it said “leave an email as wait times are longer than usual.” So I sent an email and no response for 2 weeks. This is absolutely insane. I need the credit back on my card and cannot reach any form of customer service, this is not okay. I thought I’d try their head office but can’t even reach a human to speak with.

I've been purchasing outdoors gear from MEC for close to two decades. In the past I've had plenty of good experiences. Not any more though, apparently.

I ordered a pair of boots online. Got a confirmation message in my email box that said they would ship soon. Waited more than a week and the boots weren't shipped. So I called the customer service number. I was stuck on hold for about 20 minutes and couldn't get through, so figured that I'd try their online chat service. Again, waited more than 20 minutes in their online chat and no customer rep showed up to chat with. Finally I tried emailing customer support. Wrote a detailed email including the order number, my member number, and exactly what the problem was. I got a response email saying that email requests usually take no more than a day. Waited three more days - no response.

Made another phone call, this time I just stayed on the line until a customer rep would talk to me (took more than half an hour on hold). She told me that the boots had been shipped to the wrong warehouse and that she would fix it. But she couldn't tell me when I would get the boots shipped to me, or why they hadn't been sent to me. And I have no way of knowing if my order is on it's way. It has now been two days since that phone call and I still have no boots or shipping notice.

I guess I'll have to contact them again and try to cancel the order.

Much like most reviews here, online experience is horrendous. If MEC management needs help fixing their e-commerce experience, they can reach out to me and I would be happy to consult and fix their customer experience.

For a giant retailer, they sure have no clue on how to do ecom. You're getting orders cancelled left and right, at the same time tarnishing your brand.

Waiting over a week for an order with no updates, customer service can't tell you anything at all. Just invest money and you'll get money in return.

Ordered an item online, followed up at my local store as I was not receiving any updates. They reported they were having computer issues. They called customer service and I was told my item would be priority shipped to my store. Followed up one week later with customer service to be told the item I ordered was out of stock and they are cancelling my order. Such a frustrating ordeal!!!!!!

I ordered an item to be picked up instore, but never got to. Usually the store would refund after no pickups, but MEC never did. I tried to contact them, and they never replied to my request.

Virtually impossible to contact at any time during the day or get help with products from people on the floor. Used to be a great company now i avoid them at all costs. I used to put up with the crap as they have a decent variety but now i'd rather buy online from elsewhere and avoiding them all together.

They cancelled my order saying out of stock 2 weeks after ordering. It supposed to be a birthday gift. No way to contact them at all online.
Now after 8 days of cancellation. My credit card debit is still pending making it out of balance to buy other things.
Do not buy from this site!

I'm very disappointed with the customer service at mce .ordered a bike on line on 21.09. Then calling them after apr.10 days to find out what's going on with delivery. I was told they don't have my bike order,not even a trace !
Sent them my confirmation email for this bike order still no answer after 2days !!.This is scandal! Very discouraged and disappointed with your company.I will not recommend you to anyone.

I ordered two camping chairs, one of which never showed up. After many emails, phone calls and months of waiting, it was determined that the chair is lost and out of stock indefinitely. I needed a matching set, so now I have to return the one chair to the post office. It has been such a hassle. I will get a refund on them - but the customer service from the co-op days went from great, to awful. It's a complete tragedy that the board sold out all the co-op members and didn't explore any other options to remedy fiscal insolvency. The new company is clearly milking the brand for all it's worth, and all those community assets, good will, and effort is completely lost. Boy does it show.

Title: Disheartening Experience at MEC Barrie Store - Hoping for Resolution

I've been a loyal customer of Mountain Equipment Co-op for a quarter of a century, having shopped at various locations across the country. However, my recent encounter at the Barrie Store has left me quite disappointed and frustrated. I'm writing this review in the hope that my concerns will be addressed and that MEC will continue to be the reliable brand I've trusted for so long.

During a recent camping trip, the tent poles of the tent my wife and I purchased from the Barrie Store unexpectedly broke on their very first use. Given our history with MEC, we were hopeful for a quick and satisfactory resolution. Unfortunately, the response we received from the store's staff was far from the exceptional customer service I've come to expect. They declined to replace the broken poles and instead offered a repair option at our own expense.

Despite our disappointment, we agreed to the repair and left the tent poles at the store. To our dismay, the repair process dragged on for an excessive three months. When we finally received word that the poles were fixed, we made a long drive to the store only to find that the poles were still broken. This experience has not only inconvenienced us but has also shaken our faith in the quality of service provided by MEC.

As a dedicated customer who has supported MEC for over two decades, I believe it's important to share feedback when expectations are not met. In light of this situation, I'm suggesting the following resolutions:

1. Replacement of the broken tent poles without any additional charges, given the evident lack of durability on their first use.
2. A thorough review of the repair process and communication protocols at the Barrie Store to prevent future lengthy delays and inaccuracies.
3. A reevaluation of the customer service standards in place at the Barrie Store to ensure they align with the high reputation MEC has maintained.

I sincerely hope that MEC takes my feedback seriously and takes appropriate actions to rectify this situation. I want to continue relying on MEC for my outdoor gear needs as I've done for many years.

Thank you for your attention to this matter. I eagerly await your response and look forward to a timely resolution.