Mountain Hardwear Employee Store

Steady decline of customer service quality. Pure junk. Their team can't deliver a package to an address, which I amended with the shipping service. They are now opening an investigation which will take 14 mroe days, on top of 10 day refund period. Therefore, I haven't got my package, no one wants to help me get a refund, they don't know where the package is, and it will be close to a month before i see a refund. As a snow and avalanche professional, this is the lowest bar I have ever experienced. Good riddance.

One of the worst customer service experiences I have ever had. I ordered a sleeping bag and the package was lost. MTN hardwear was so slow to help me get a new bag that I am now missing my trip. They finally owned up to the missing package and are sending me a new bag. However, I repeatedly asked for additional compensation for missing my trip and they simply ignored me more than twice. I feel like this company does not care about it's customers at all.

Lately I have been seeing a lot of very negative feedback on the quality of products & service from Mountain Hardware and I have to agree, they seem to have completely lost their way, perhaps since they were bought by Columbia. In my case, I ordered some shorts which never arrived. When I checked the order they show that the delivery person LEFT THEM ON THE STAIRS RATHER THAN DELIVER THE PACKAGE INTO THE MAIL SLOT. Amazon gets it right, so does USPS, so does FedEx and UPS... everyone but the "OnTrac" delivery service that Mountain Hardware choses to use seems to get this would be a very bad idea. I live in a busy downtown area so, unsurprisingly, the package walked off. Called Customer Service thinking this was be a no brainer to fix but, AFTER 40 MIN on the phone answering an endless list of pointless questions, the customer service person told me that, per Columbia policy, I should CALL THE POLICE! 😆🤣 Are you kidding me? That is a level of customer service that is so unbelievably bad is would be hilarious if not for the fact that Mountain Hardware happily charged me $86 for the shorts I never received. Called back a few days later to speak to another agent thinking it had to be mistake and new agent told me that, they are going to "launch an investigation." 😆🤣 Wonderful, good to know that Mountain Hardware has an investigative unit... but perhaps focusing on providing the most basic level of customer service would be a better option. Laughable customer service.

Do not buy! I purchased the Nimbus UL 2 tent. The poles broke on the first use and then the rain fly also leaked. Do not buy! It took multiple phone calls talking to six people to find out that they want me to pay to ship the damaged product back to them for review and then they offered to give me a credit to buy more of their crappy product DO NOT BUY!

THE STORE WITH THE BEST PRICES IN CALIFORNIA.(Sorry outlets...) Everybody is super nice over there. They're really knowledgeable about their products and they give really good recommendations depending on what you need and want.

Extremely disappointed with their service. I ordered a 3-person tent and received the 2-person version - I didn't notice when I received it, but when I realized they shipped the wrong item, I contacted them and they will not offer any assistance to make it right. "Nothing we can do". Terrible!

Their website is very misleading and not user-friendly. I placed an order using a couple of gift cards and my credit card. When I placed the order, company charged my credit card the full amount. Only on the second attempt, did it actually redeem the gift cards that I entered. When I contacted Customer Service to cancel the first order, they could not cancel the order on their end. Instead, I had to wait a few weeks for the product to arrive just to return it. Additionally, the website charged me the wrong amount on the first order, so they clearly did not do proper testing of their checkout functionality beforehand. What should have been a pleasant shopping experience turned into a multi week additional labor on my end. When I asked for some form of compensation, the support teams that they could not provide any compensation. This inconvenience that I experienced was never compensated for by the company or support team. No effort was made on the companies end to support the customer.

Sent a $300+ dollar puffer jacket to Mountain Hardwear to repair a tear. I washed it using a fabric cleaning machine with a brush attachment that heats a solution of water and cleaner (I used a scent free/dye free detergent mixed with water). I cleaned every inch of the jacket and the turned it inside out and repeated. I repeated this process twice and then placed in my dryer on a sanitize steam setting for 10 minutes. I chose this method of cleaning because the washing machine causes down jackets to clump and can ruin them (I have ruined other jackets this way). Also, there was a hole in the jacket. When I shipped the jacket to the company they immediately returned it saying it wasn't clean. They never reached out to discuss. They just sent it back with a note telling me it was dirty and I would have to pay for the repair. I own a ton of gear from Mountain Hardwear. Thousands of dollars worth of it over the years. The price tag of these products demands better customer service. There are plenty of competitors happy to take my money. I was a brand loyalist but this experience has changed my opinion. I will no longer consider buying any of their gear. I left this review here because it is the only Mountain Hardwear entity I can find to review. I have no idea if this is the correct place. Not only is the service bad, but they make it difficult to review them.