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Mountain Gear

in 1 - COMPANIES (Customer Service)

Average Rating
3.63 / 5 (8 reviews)


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Craig Shelley
( craig_shelley )

Locale:
Rocky Mountains
Mountain Gear Online Retailer on 11/21/2006 19:23:23 MST Report Post Print

Rating: 5 / 5

I've ordered from this company a few times. I haven't had any problems. They sometimes have extra discounts sent in emails. My complaints are minor. First, they send too many advertising emails. The second issue is free shipping doesn't apply to sale items, so if you put a sale item in your cart, you pay more for shipping. Overall, most of the time I can get a better price elsewhere. I mainly have bought climbing and canyoneering gear from them rather than clothing, sleeping bags, etc. However, I'll definitely continue to do business with them.

Update: They shipped an item that was mislabeled on the outside bag that it was stored in. I contacted them. Quickly sent a Fedex label for return and handled the credit quickly. They apologized and gave me at 15% off anytime on an order. The customer service person was very apologetic and quickly resolved the situation. I'm raising my rating. I also ordered once since this and the shipment was very fast.

Edited by craig_shelley on 12/17/2006 20:17:31 MST.

paul johnson
( pj )

Locale:
LazyBoy in my Den - miss the forest
What's there to say... on 11/22/2006 10:32:19 MST Report Post Print

Rating: 4 / 5

What's there to say...


In no particular order:

1. Large selection.

2. Prices not the lowest.

3. I've experienced no problems shopping with them

4. Too many emails from them, but i recently found out how to "Unsubscribe" from ALL of their mailing lists - it's rather easy actually.

5. Shipping is neither fast nor slow.

6. Website search feature often brings up pages of totally unrelated hits, sometimes making this feature worthless as it can take quite a bit of time to go through the sometimes 10+ pages of unrelated hits.

7. Have experience ZERO problems with any of my orders, so i can't comment on Cust. Srv.


MGear doesn't seem to stand taller in any way from those online retailers that are my favorites. This is both good and bad.


I give it a four because i reserve a 5 for those who stand out in some exemplary fashion.

James Loy
( jimbluz - M )

Locale:
Pacific NW
Don't order until they get their new warehouse problems ironed out. on 11/24/2006 15:13:03 MST Report Post Print

Rating: 3 / 5

This company has recently moved into a new warehouse and is having problems locating items. I am still waiting for them to locate the item I ordered 5 days ago. First they told me they were waiting for it to arrive from the store but now they don't seem to know where it is. From the sounds of it, I am not the only customer that that has had problems. My past experience has been good but I will not place another order with them until they get their act together. Other than that, I agree with the other reviews. I usually only buy from them when they have their two or so big sales each year as their prices can usually be beaten elsewhere.

Edited by jimbluz on 12/07/2006 16:29:34 MST.

Patrick Young
( lightingboy )

Locale:
Southwest
Shipping could be more consistent. on 12/14/2006 16:29:30 MST Report Post Print

Rating: 3 / 5

The selection is good though navigating the website could be better. Their sales are awesome though their regular prices are average. The shipping leaves a lot to be desired. Sometimes it's fast and most times it's got quite a lag.

Rick Dreher
( halfturbo - M )

Locale:
Northernish California
Good selection/iffy Website on 12/15/2006 14:03:28 MST Report Post Print

Rating: 4 / 5

I've placed a few orders with Mountain Gear, going as far back as when they were based in Idaho, and they've responded flawlessly each time. I admire the breadth and high quality of their selection, although they're aimed more at mountaineering and backcountry skiing than at lightweight backpacking.

Their Website is frustrating to use, as item sorting is a painful process with too many steps and too little user control. Nice paper catalogues, though.

Shop Nice products at GearBuyer
John Haley
( Quoddy )

Locale:
New York/Vermont Border
Not less than 2 days on 03/04/2007 06:32:52 MST Report Post Print

Rating: 2 / 5

I've now placed a few orders with Mountain Gear. Their stock seems to agree with their stated ship time,(usually 2+ business days if in stock), but for some reason there is a problem shipping in less than the 2+ shipping days. ie., an order placed on early on Friday shows ready to ship on Friday afternoon, but the actual shipment doesn't ship until Tuesday evening. When I inquired as to the reason, I was told "we said in 2 business days, and that's when we ship". To me that's not an answer, but indicates their attitude of the importance of my order. I wonder what a back order would entail?

Richard Lyon
( richardglyon )

Locale:
Bridger Mountains
Website issues on 11/07/2008 15:45:21 MST Report Post Print

Rating: 4 / 5

My only problems with Mountain Gear are website-related. I've had gear shipped to the wrong address and once or twice been unable to complete an order online. But it's easy to get a live (and always friendly and helpful) person. Only bad consequences have been delays, not wrong sizes or never getting something.
This company isn't UL-specific but has a great selection of camping, skiing, and climbing gear. They also sponsor a terrific backcountry skiing festival in Nelson BC every February.

David Moreno
( nerrek2000 )

Locale:
North East Ohio
Mountain Gear on 05/26/2014 17:08:14 MDT Report Post Print

Rating: 4 / 5

As noted in posts above, MG charges shipping on all sale items no matter how much the order total comes to.

Normally not a problem, as they state it openly on their website.

I've ordered products from them about 5 times.

My one order was supposedly of all regularly priced items, and large enough to qualify for free shipping.

When I got to the checkout section, it was trying to charge me shipping on the entire order because it listed one item as on sale in the checkout (not on sale on website). The supposed discount price of that one item dropped the order total to about 0.45 too little for free shipping.

I called customer service and was told that that item had just been discounted while in my cart, and that I'd have to order more things to get the free shipping on the rest of the order and pay for shipping on that item.

Really, I suddenly need to buy more stuff to get free shipping and still pay shipping for the newly marked sale item. The new shipping on just that newly ordered sale item was more than double the price of the item.

They said there was nothing they could do, so I didn't buy from them.

I have purchased from them since, but I ensure that I never buy a sale item unless the included shipping comes to less than I can find the product for elsewhere. Not very often.

+++ They do about once a year e-mail deals for free shipping that includes sale items.

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