"I purchased two items online during Black Friday sale and when I asked why they were not delivered I was told by Ryan, their customer service manager, that they had a system error and that one of the products was not available and he simply offered to cancel my purchase. I asked them to substitute another product ( as they said the product I bought was now discontinued) and they refused. Then they cancelled both items from my basket.
Beware their systems are poor and they don’t tie back to actual inventory on hand. They do not really care and won’t go out of their way to help. "

"I recently purchased an Osprey Radial 34 backpack from Mountain Gear. Not only is the pack as advertized (and an awesome pack at that) but Mountain Gear did a great job of getting it out the door to me promptly. Nice that small web-based companies still can deliver."

"The front page of their website as well as on their About Us page both say "Guaranteed For Life
If you're not happy with anything you bought from Mountain Gear, we're not happy. We guarantee every product we sell, period. If anything you bought from us does not meet your expectations during its useful life, we promise to repair it, replace it or give you a refund."

I called and spoke to the head manager about returning a down jacket that the velcro keeps rubbing against my chin which I have had for over two years (less than the useful life), and worn less than 20 times. He told me that their return policy has changed to returns accepted within one year of purchase. However, their website has not been changed. He was unwilling to honor the terms and "Lifetime Guarantee" that they proudly post on their website.
When I asked to talk with the person he reports to, he said I cannot. I have tried several more times to contact them before posting this very negative review, but they have refused to honor their policy. This is fraud and misrepresentation. "

"I came across this website when trying to find a good deal on a Patagonia down sweater. Not only does this site offer great deals, but their customer service is exceptional! I get nervous ordering from smaller companies such as this one, but their products and service are A+. I had to exchange my coat for a larger size and the turn around time was so quick. The customer service reps were so helpful and personable. I am going to try and order all of my outdoor gear from them, and I suggest everyone else does the same!"

"REVIEW IS FOR ONLINE SITE. AVOID THIS COMPANY

they will not stand by their advertisements or their representatives who give misinformation. They also will not refund your money when you return things, even when they meet the guildelines!

I ordered a jacket from Mountain Gear in October 2014 as a gift. It took 3 weeks for the item to arrive. Once it arrived the fit was not correct so we sent it back for an exchange. The second jacket also took 3 weeks to arrive. This time it was also a fit issue. Mountain Gear refused to refund my money although the jacket was unused with tag. They issued me a merchandise credit and stated it could only be used ONE time. Nowhere in their policy does it state vouchers can only be used one time. On the contrary they state they have a hassle free return policy. Yeah right! Speaking to customer service was a waste. the Returns department hung up on me. In attempts to complaint to the supervisor of the call center that hanging up was not good customer service, he told me that the returns department was not in customer service, they were just that, the returns department. Wow. I will never shop there again and will warn all my colleagues. Buyers beware."

"I've had great experience with Mountain Gear. Several orders all delivered on time. One return and exchange went very well."

"I ordered 2 Nemo insulated sleeping pads from the website, the specs were 30 x 80 that were on sale from $169 to $118. When they arrived 2 weeks before a trip the specs were 25 x 78. They said they had ordered one from the company that would arrive to their location in 1 month...said that was too late, as they were needed in 2 weeks....and 2 were needed.
This was a bait and switch...sell one thing and then give you an item of lesser value.
I will never buy from this unethical store and I suggest you don't either"

"Horrible. I will never deal with Mountain Gear again. I tried to make an exchange of an item that did not fit. After returning the item, never heard from Mountain Gear. When I finally emailed and told them to cancel my order and refund my card (since I had long given up on ever seeing my exchange), the customer service representative did exactly the opposite, and shipped the jacket. I will never waste my time with Mountain Gear again-- next time I will just go straight to REI."

"Total fail. I will never try them again."

"On Sept 9, 2013 I made an order #16724332 at mountaingear.com. They authorized my card with full amount. Next day I got message from the store that they want me to provide payment via wire transfer for gull amount and to pay extra $20 as a bank processing fee. I refused to waste my time and money and cancelled my order. They said that my order is canceled, and the pending authorization has been canceled on their end. But it takes about a 30 days to money back to my card. It's Sept 24 today and I still don't get my money back and can't buy my items in other store. I believe this absolutely inconvenient business if they authorized card with full amount, knowing that they won't accept Visa and will ask for a wire transfer, leaving customers with no items and no money for a month.

So if you are an international customer be aware! NEVER have a deal with this store - you'll lose your time and your money."

"shorted me product/ charged me shipping when it was supposed to be free, 6 emails and still have not received my refund / lied to me and said check was issued / lied they could not issue it back through paypal after thats how i paid.
STAY AWAY FROM THESE PEOPLE OR YOU WILL BE SORRY"

"Wow, what can I say. Ordered from them for the past few years and the latest experience was poor to say the least. Organization is non-existent and every communication was a joke. My order was messed up multiple times and every time I called in after waiting on hold for 10-15 minutes each time, not a single team member could provide a resolution to my issue. Never once were notes added to my account explaining the situation so each time the problem had to be explained each time from start. Ordered an item, backordered twice, never notified even though it was stated in stock, then had multiple items shipped without notice as MG messed up and did not view my account before placing similar orders. On top of that was left an hilarious message which was used for training my CS staff requesting payment for their screw up. What a disaster. I know where I will be shopping from now on (BC)"

"I ordered a NorthFace jacket (with fast shipping). I placed the order on Monday morning (Feb 13) and received my jacket on Wed morning (Feb 15). They provided me a tracking number when I called on Tuesday, and I must say my experience with Mountain Gear was very positive. The jacket I ordered was not available in the size and color I wanted from a lot of other on-line merchants, and the price was below the other merchants as well. I can highly recommend Mountain Gear"

"Was skeptical after reading the reviews here. But I had a good experience. I called prior to placing my order to confirm it was in stock and also when it would ship. The customer service lady was pleasant and professional. She was also upfront telling me that there was only 1 left and if I didnt place my order soon it they would be out of stock. Order shipped as mentioned and I received my product. I would buy from again."

"Merchant offered a coupon, but there was no place during the order process to enter it. In the comments of the order, I gave clear instructions to either apply the coupon or cancel the order. The merchant did neither. Follow up with customer service was fruitless, they refused to offer any resolution."