My personal experience, of course.
My wife ordered something I wanted for my birthday. She included several ways of contacting her. Three and a half months later it hadn't arrived, so she investigated. After an hour on the phone she learned that the order had been canceled, because Montbell couldn't be bothered to ship to an APO address.
#1 It would have been nice if they had notified us that they had canceled the order.
#2 There is no reason they couldn't send the item USPS instead of FedEx or whatever they normally use. Companies who can't be bothered to send the occasional item USPS (which is the only way to send it to an APO) automatically lose my business. A lot of servicemembers live overseas
Other people on this site have mentioned other problems with Montbell's customer service. Granted, every company has the occasional hiccup, but not even emailing about a canceled order? Come on.
I'll never deal with Montbell directly again. I will readily admit that they make great stuff. To my shame, I was tempted into ordering one of their UL Down jackets because it was on sale for a RIDICULOUSLY low price, but this was through a different distributor. Who would send it to an APO. So he got my business.
I have now done my part to bring that 4.86 rating down.