Mountain Equipment Company Reviews 193

Had an online order and I had to get in touch 7 different times (yes 7, and counting) first they couldn't find the product in the store, then they sent it to my address and because of the strike never arrived (that's fine, it happens) but then I had to get in touch again anad they told me in 3 separate times (and counting) that the refund was made when it wasn't. Customer service is rude and frankly doesn't help at all I think they're not talking between them? I have no idea how something like this could happen. First time customer and last, save yourself the time and struggle and buy in-store only.

Do not order internationally, my order was returned back to the store and I am yet to get the explanation why. 70$ out the window. Slow respond by customer service also.

I bought a MIPs bicycle helmet in July, 2023 and have only used it during the summer months. The helmet wasn't one of their most expensive but regardless, the color of the helmet is now fading. I brought it into the North Vancouver store and was told that it was ordinary wear and tear. Not buying that excuse as my friend's helmet (different manufacturer) is a few years older and not faded.

Poor customer service. Don't buy from there, there's other company with better quality and customer experience.

I bought a sleeping pad 2 summers ago. I've used it about 10-15 times and it is deflating overnight to the point I'm waking up on the ground. When talking to an employee about a warranty i was told "no" because "it is considered wear and tear and normal for products to age overtime." I have owned many sleeping pads in the past and none of which have lasted me this short of time. I guess I'm just disappointed with the high price and the quality (or lack thereof), and the very poor customer service/warranty policy.

Ordered a jumper weeks ago never received it, and looking at reviews this website is not what it seems keep well away.

I was on hold for 30 min trying to process a price match online as per their policy. Then got told I needed to call in.
Then called in, spend 30 min on the phone to process the order.
Then received the order with security tags on.
Then had to box this up, drive 20 min to a post office (which is why I did an online order in the first place) just to return their mistake.
Then was told I need to call them again to try and replace the items that they messed up on.
All this to place one order. What a joke

How does your CEO even still work at your company, what does he/she do all day long? This truly must be a lifestyle business and he/she is just out to lunch all day long letting this business fall apart.

Embarrassing.

Won't buy anything from here again. Atmosphere has at minimum the same quality items at 1/3 the price - don't waste your money on the name brand.
All the over priced things I bought at MEC (4 season 2 person backpacking tent and high end backpacking mattress( were nothing special, and both their bags ripped open on their first backpacking trip in the middle of nowhere so I had to figure out my entire backpack situation (not easy with the mattress). No one has really helped me there either. No one working there seems to care that backpacking requires lightweight and COMPACT items when I'm trying to find a solution.(Why are high priced items becoming less reliable than WALMART stuff?!)

I ordered 3 items using a gift card and credit card. I was emailed a confirmation and when 2 items shipped. A month later the third item still hadn't shipped. I called to find out why and learned it wasn't in stock and they had canceled my order. They said they would send an electronic gift card. When it arrived, it was less than the cost of the canceled item. I had to call again and they refunded the difference to my credit card. Seems pretty shady to have to call twice to get money back from an order they canceled without telling me.

Their customer service sucks, and their Price Match its a lie. First tried the chat, it disconnected without connection with me after about 10 minutes. Then called, the guy asked me which company price I'm trying to match. Gave him Corbetts name and the product. Guy puts me on hold and then returns and says that they can't match because Corbetts website says anything with discount of 30% is final sale and they don't do price match on final sale.Call ended.
I went on Corbetts site and it clearly says that the final sale/30% discount applies to store purchases only. When you buy on line you have 14 days to return and is not final sale. I call back MEC, different guy answers and right away tells me they don't price match Corbetts. I got upset, told him that just few minutes ago I was told they do, then told him about the wrong info from the previous guy about final sale.
He puts me on hold and then says he can't price match because on Corbetts side says rossignol boots 2023 and their stock is 2024. I laughed and said that the model is the same, both are the same model and even if their stock is 2024, so might be Corbetts with model 2023. He said he can't price match. No problem, hang up and ordered from Corbetts at 40% discount of original price.
MEC crossed out from my shopping places for good.

Very disappointed with MEC online purchase!

We had an exceptional experience at MEC thanks to Simarjit! He went above and beyond to help us find the perfect bike and outfit it with all the extras we needed, including fenders, a kickstand, a new seat, pedals, and a bottle cage. His product knowledge, attention to detail, and friendly demeanor made the entire process smooth and enjoyable.

Simarjit took the time to ensure that everything would be properly installed and tailored to our needs, and he made sure we were comfortable with the bike before we left the store. We really appreciated his patience and expertise.

Thank you, Simarjit, for your outstanding customer service — we'll definitely be back to MEC because of people like you!

The company has disabled the ability to leave reviews on their facebook page or on google maps. I wonder why. I ordered a jacket for my boyfriend and even though on their website it stated 5-10 day shipping they delayed shipping it out, then sent it through Canada post and now we won't get it before our trip. After waiting almost 2 hours to chat with an agent he ended the call rudely and abruptly when I asked for some kind of offer for the inconvenience of not having what we ordered in time for the trip because of their delay in getting it out of their warehouse. He blamed it on Canada post, but I got an email from them apologizing for the delay. It's too bad, I ordered from them because of past trust for the company it used to be when it was a co-op. Too bad they had to sell to such a poorly managed company.

Nightmare of a company. Do not order anything from them online they just suck.
They do not answer any emails at all and the chat service is equally bad. Order still missing and no answer at all.
Mec sucks !

Placed an online order for next day pickup. Credit card got charged, but the store never even got the order. After hours on hold someone told me "it was waiting for verification, it's good now" whatever the f that means. Barely even got a "sorry" from the rep I was talking to.

I was also an ardent MEC fan buying supplies for myself, my family and my grandkids. I have now spent more than 6 hours on three different occasions trying to get MEC to tell me where my packages are despite being assured that they were on their way. What a huge disappointment for me. I used to talk about the quality of the products at MEC, the staff who actually knew what they were talking about and walked the talk and cared about its customers. I bought things for this Christmas and it is the last time I plan to buy anything from MEC. I believe I was lied to about the products going to be delivered before Christmas, can not get anyone on the phones, chat and email is not working and quite frankly, MEC doesn't seem to give a damn.

Can't get any response from customer service, phone or email.
Placed an order 10 days ago and hasn't gone out the door.

I'm 66 years old and the worst customer service I have ever experienced to date.

Hours on hold every time I call…order arrived and had a gross body odour smell. Near impossible to find out how to return an online order. Easily the worst online shopping experience I’ve ever had. I’ll never shop here again

Worst customer service. 2h waiting to chat, 1h30 on the phone. 3 weeks after placing the order it hasn't shipped and customer service is useless. I will never ever buy anything online from them again.

Placed an order of 3 items on Nov. 30. Received shipping details in a timely manner and two of the three parcels arrived. Checked on the third item; it has been returned to the shipper. I called the shipping company - I was able to talk to a person in 15 minutes and was informed that they had to return the package because there was a postal code error and MEC did not allow them to make changes. Note the error was not mine - 2/3 of the items delivered and the address was correct on my order. I have now been on hold with MEC for 3 hours!!!!! This is unacceptable. Yes, it's busy; hire more staff!