"OK this is my first time purchasing from Moosejaw, and I saw a less than stellar rating. But on reading the negative reviews several were crazy, no horeendous ones. For example one person bought boots, wore them awhile outside and said they hurt...and he was expecting them to be taken back? If you know a place one can return footwear after wearing for more than a momet INSIDE, please let me know.
Anyway, I purchased an Eagle Creek Cargo Hauler 120l rolling duffel, the website deducted the 20% Labor Day coupon easily and free shipping. They did tack on sales tax to California but I stilled saved substantially.
To get to the point, Moosejaw shipping is not super quick, and after waiting a thre-four days with the luggage "processing" I was concerned beacuase the holiday long weekend was approaching and that would futher slow delivery and my trip departure was
approaching. I called Moosejaw on the phone, willinging to pay to expedite shipping, and was able to speak to a live human being. Marty said he would call the sipping dept as it looked it was going out that day, they did not pick up the phone right away so Marty said he would contact me. Sure enough I received an email with a tracking number and 3-Day shipping....for no charge.
So I have to report a 100% positive experience with Moosejaw and will use them again in the future."
"Placed an order and upon shipping confirmation realized the item would not get to us by the date I needed. I called customer service that morning they they were very pleasant and offered with no hesitation to send a return shipping label so I could return item. Thankfully we didn't need this service as our product actually arrived two days earlier than scheduled!! I would definelty order from Moosejaw again "
"Unfortunately, I did not research these reviews beforehand. Like another reviewer, I was not fond of the flippant, unprofessional style of the informational pages on Moosejaw’s website, but I took a chance on ordering from them because they had the product in stock and because their return policy (at least as stated on the website) was attractive.
My order was for one item (high-end boots) and was between $300 and $400.
Their email communication about the status of my order and shipment was good, and the shipment arrived in a reasonable amount of time. However, everything else about my experience was unsatisfactory.
The boots had been used previously; however, the use was minor and they showed very little evidence of the prior use.
The shoe box was placed in an oversized shipping box and the extra space was not adequately filled. Both boxes were damaged in shipment, and this was clearly the result of poor packaging, not mishandling by the carrier.
I took photos (shipment packaging and damage, and prior use of the boots) and emailed customer service to ensure that the boots would be returnable if they did not fit. I received no response from customer service. I copied myself, so I know that the email cleared my outbound server, and I received no delivery rejection notice from Moosejaw’s server.
After week, I gave up on any response from customer service and tried the boots. They do fit, and I plan to keep them. So, I will not have to deal with the frustration mentioned by other reviewers in dealing with returning merchandise to Moosejaw.
I have continued to receive email advertisements from Moosejaw. Some of these advertisements have been misleading, and the flippant, unprofessional style exists in the advertisements.
I have read the other reviews. I know some people have reported good experiences, and I respect that; however, overall my experience was unacceptable, and I do not plan to do business with Moosejaw in the future.
"
"This company was amazing to deal with. I got a Marmot tent shipped internationally when no other provider would do this. Furthermore some how they stuffed up my order and sent me two exactly the same Marmot Limelights valued at $300USD. Expensive mistake on their part but makes for a very happy customer. Dealing with the staff was super easy through the online chat service. I contacted them at once when I saw the reviews online, to be sure they were shipping my product. "
"OMG. I just placed an order and accidentally ordered the wrong product. Literally ONE minute later, I attempted to cancel it....but THERE WAS NO WAY TO CANCEL THE ORDER!!! The order was tagged "to fulfillment." I searched the site using the term "cancel...", attempted to call them (no answer on a Saturday afternoon, no way to even leave a voicemail message....), and sent them TWO chat messages, both with the order number, explaining what happened, and to please cancel my order. What did I get in return? THIS:
"****@****
Today at 6:40 PM
Message body
Unable to deliver message.
Error message: 550-5.7.1 Unauthenticated email from yahoo.com is not accepted due to domain's
550-5.7.1 DMARC policy. Please contact the administrator of yahoo.com domain if
550-5.7.1 this was a legitimate mail. Please visit
550-5.7.1 https://support.google.com/mail/answer/2451690 to learn about the
550 5.7.1 DMARC initiative. e5si6595111plk.257 - gsmtp
PLEASE CANCEL THIS ORDER!! I JUST PLACED IT AND ATTEMPTED TO CANCEL IT BUT NO ONE IS HOME (even though it's a frikkin SATURDAY). I tried calling (couldn't leave a message) and also just sent another attempt at chat. Please confirm that you have cancelled this order by emailing me at ****@****. I ordered the incorrect product!!!! Thank you!! My phone number (inserted it). Whoah. This ain't Amazon, that's for sure! You should always give people the option to cancel orders, as sometimes there are mistakes made!
_______________________________
The above message was sent when you were offline, via your LivePerson account."
HOLY CRAP! I've never shopped online where I can't cancel an order right after I've placed it. I can only hope and pray I get my money back....Or I'll be contacting the BBB (and anywhere else I have to) until I do!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"
"I'm extremely pleased with moosejaw. Yes my order was initially incorrect but it turned out to be $149 blessing. They sent a women's Patagonia jacket instead of the vest I ordered for my son. I called and got right through to a super friendly customer service rep who made sure they had the correct item in stock, sent it rush delivery, AND is allowing me to keep the jacket!! That's virtually unheard of. Extremely thankful and will definitely buy from them in the future. The language they use is informal, but that's what they stand for. Don't take everything in life so serious. Smile and have fun and give virtual hugs and high fives as often as possible and the real ones even more!!!"
"I placed an order for a watch and it arrived broken. I contacted customer support and after a week or two of less than helpful back and forth they eventually got me a replacement sent out.
All in all, I ended up with the item I ordered after quite the hassle."
"They lie cheat and steal. Buyer beware. You will get goods weeks after ordering. They won't cancel order, then you get the wrong item. Place must be run by criminals."
"I ordered on 12/15 and it was delivered on 12/17. Was exactly what I wanted. Thanks so much. Great company. "
"Ordered a pair of snowshoes... received the product and it was incorrect. Horrible customer service and made absolutely NO effort to correct the mistake. Over 2 weeks and I still don't have my money back or the correct product.
DO NOT EVER ORDER FROM THEM"
"Ordered a coat at a comparable price to other sites but wanted to take advantage of the promotional 2-day shipping. The package was sent via USPS with inaccurate tracking information. It turned out to be five days instead. Do not run promotions if you are unable to honor them as some of us have to set aside time to received packages.
Now I am attempting to return the item to no avail as the e-mails are not being sent and instead I'm given "virtual high-fives". The language used on the site is very informal and condescending in a way that I can only imagine is supposed to appeal to some sort of demographic. I found it to be very confusing and unprofessional especially since the transaction confirmation e-mail sent also uses the same informal language.
A confusing and ultimately incompetent business."
"I confess I was a bit scared to buy from Mossejaw after reading all the bad reviews.
Decided to try at my own peril.
First I wrote to them asking to "match a price", $18 difference.
Next day got an email saying Yes, to purchase the jacket and would have the money credit to my account.
With the purchase I signed for ShoppRunner - gives you a 2 day free delivery, for one year (a $75 value, got it because my jacket costs $205).
Placed the order on the 14th, Thursday.
On the 16th got my refund fro the 'price match'.
On the 19th got the jacket, in perfect condition.
Free delivery. Not 2 days as promised, but 3. Not bad!
Jacket selling at Patagonia for $299, got for $205 - no taxes.
Great experience so far!
PS. Website needs improvement.
"
"I ordered a pair of North Face ski gloves and a women's North Face winter hat. The price was lower than anywhere else online or retail. I read the reviews here and was very weary of ordering from them. However, their website was too well made to be a scam and I decided to take a chance. I chose their slowest shipping method (which was free) and crossed my fingers. I received an email confirmation after the order was placed and an email notice with a tracking number when my order was shipped. The 2 items arrived much faster than I anticipated and they were nicely packaged and exactly what I had ordered. Maybe I got lucky or maybe Mossejaw has changed recently, but I found the whole experience to be very pleasant and easy. I will definitely take a chance on them again."
"Tried Moosejaw for the first time. I feel like one of those people who wonder why the negative comments? I ordered my boots, they were significantly lower in price than anywhere else online, and they had a two-day delivery free special going on.
All good...all worked...love the boots!
Thanks Moosejaw!!"
"I have placed two orders online with Moosejaw, and have been sorely disappointed with both orders. I ordered a pair of climbing shoes in two different sizes, with the intention of sending whichever did not fit back. I qualified for free 2-day shipping, which was a huge bonus for me because I wanted to move on to climbing in my new shoes as soon as possible. However, the shipping was somehow delayed, turning 2-day shipping into 7-day shipping. To no fault of Moosejaw's, neither pair fit, so I ordered another two sizes, again with 2-day shipping. On the anticipated date of arrival, I checked my order status and saw that the shoes hadn't even shipped yet. I tracked through UPS and found the anticipated delivery date to be 15 days after the order date, which was 14 days after the order had been processed. I contacted Moosejaw and was given a very unclear explanation, including "it might be because of your address" and "it's probably something in our system". Furthermore, they said there was nothing they could do about it. Not until I stated that I would never shop from them again did they offer any sort of compensation, being a 15% discount. However, when I said I wanted another order sent to me with the correct shipping (without the discount), and that I would return the original order when it arrived, I was told they were not willing to do that for me. A manager wouldn't even take over the call to speak to me about why they were unwilling to fulfill my original order.
I have not yet received a refund for my original order, but I won't be holding my breath for it to work out properly. I fully anticipate having to contact Moosejaw again to get a full refund on the entirely unused first order of shoes.
Moosejaw has a 100% dissatisfaction record with me, and I will never be purchasing from them again."