MooseJaw

I've done business with Moosejaw for literal decades. But no longer. They were recently bought out by Dik's Sporting Goods. I vowed years ago to never do business with that company. I was so sad to hear they were being bought.
I was in the middle of an exchange when they switched over the end of January 2024. Instead of giving me my money back they gave me a gift card. They could do nothing for me other than tell me to spend the credit on moosejaw or dik's.
Moosejaw has already turned to garbage. I had to find something to purchase. Bye bye moosejaw. Good luck.

Buyer beware - I will never purchase anything from Moosejaw (or $#*!'s) EVER again. I purchased two items from Moosejaw at the end of January, the items did not fit so I returned them the day after they arrived. After receiving my return, Moosejaw refused to refund me to my original method of payment (as had been described in their return policy) and instead issued me store credit without asking if this was acceptable. I escalated this issue to a supervisor at Moosejaw and was told that, while he agreed this was wrong for the company to do, there was nothing he could do for me. FYI - I was told many other customers were complaining about this as well and were in the same boat as me. Do not shop here! I will be telling all of my friends and family the same. Disgusting business practices.

PSA; I am boycotting Moosejaw. They sell, not true to size clothing. Force you to pay out of pocket for the return. And then lie and steal your $. I called and followed explicit instructions for a return/exchange. Instead they gave me my $ back in the form of a store credit so I am focrced to do nothing other than reciece more garbage from them. No matter my demands or escalation, they put a new policy in place February 1st to screw the customer over and protect their own profit/gain. I'm disgusted with big companies.

My order was shipped in two packages. Received one but not the other. The package was left on the doorstep and not by the mailbox where my mail is typically delivered. I live on a busy corner in a major metro… I contacted customer service to discuss partial refund of the order or replacement. They said there is nothing they can/will do. They shipped what I ordered. Nonetheless, my credit card refunded the money, but I have had this occur a couple times over the years with other companies. There has never been an issue with re-sending the product that was stolen. I do not plan to use this company again for purchases.

Was given nothing but the "Run Around" for not refunding my return for credit back to my original form of payment & being so CAVALIER by being so INFLEXIBLE by saying Over & Over it is Moosejaw's sole determination in which way it chooses to refund a return?!?!?! Would NOT connect me to a Supervisor, even after multiple request! So stuck with "Corporates" keeping my refund in the form of a gift card (forcing me to do business w/them) & I will Never Ever do business with Moosejaw again because of their "Unfair Trade Practices!" This is the stuff that results in Class Action Law Suits and I can't think of a company that Would Deserve IT MORE than Moosejaw!

Doing a little research before buying stuff I saw that no one would recommend moose jaw. I don't listen to reviews but 5 out of 6 times it was a very good experience. Sometimes you will receive someone else's return in nice condition; you can't be picky for great deals. Every product has arrived promptly, clean, authentic, and in good working order. Everything is new with tags, and shipped in very humorous packaging

I purchased a pair of Lowa women's renegade boots. When I received them, it looked like there had been a sticker on the toe of the right boot but because they're for hiking. I thought I would let that go. The size that I normally wear 11.5 was far too large. I called numerous times to try to discuss this to return them. I ended up having to use the chat. Which was a bit of a waste. I ordered new boots and a size 11 and these boots came with cardboard inserts and the boot strings were tied properly. In other words these boots had obviously not been worn and it appears that the first pair had been worn and/or returned. I am still waiting for my credit. I have tried again today to get someone to answer the phone to find out the status they have not sent me any acknowledgment on my return. I did print a return label off their website. I wish I would've read these reviews before I purchased 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.

MooseJaw styles itself like a Canadian company while being very misleading to shop with from Canada. The transaction is made in US dollars (and will not be converted until appearing on your credit card bill). They state that they are not responsible for shipping and customs fees that foreign buyers may incur (which are exorbitant). Overall, this is not a company that should be purchased from unless you are an American buyer.

I've been shopping at Moosejaw for years and used to absolutely love them. However, my most recent order will be my last. I purchased a North Face coat for an upcoming trip, and it arrived filthy, covered in face makeup and perfume, visible dog hair on the coat, with food crumbs and a used tissue in the pocket. When calling customer service (which also used to be awesome) I was met with rude treatment and snark. Maybe Moosejaw should focus a little less on trying to be hilarious and goofy in their interactions and more on providing some semblance of customer service to those who have supported the company for years.

One of the worst companies I've ever dealt with from customer service, orders being correct, refunds not being refunded, packing slips missing from most orders, can never see the second screen of your orders, mixed up my returns, and have had missing items in boxes, and reached out to company to get nothing back, and constant technical site problems. Stay away. There's better outdoor stores to purchase from. Owned by Walmart is clearly shown in all of my discrepancies with this company.

I was a moosejaw advocate, but like many corporations greed takes over customer service. I recently made a purchase of a harness that despite the size guide ran small and asked for an exchange. Expecting people to get a size right the first time on an order is ridiculous. Further, making an excuse that they can't re-sell items that have been mailed out is also a really bad scheme to only support the company. I have totally made exchanges with them before on climbing equipment that they "Couldn't sell." Usually people take care of their customers that spend loads of $ over the years. The company only cares about undercutting their competition and as soon as they do they change their policy. Very disappointing. I plan on cashing out my points on my next purchase and to not use them again.

I bought a mini bag as a gift for my wife & used PayPal for the purchase. She didn't like it because it was way too small so I wanted to return it.
1. You have to pay for return shipping which is ridiculous since I could have bought the same bag from Amazon w/o return issues.
2. If you use PayPal for your purchase, you won't be able to get their online $7.95 FedEx return label supposedly because it explodes their computers. More ridiculousness.
3. Now I have to call customer service and deal with them to get it returned.

Will never buy from them again.

Had an issue with return policy--very restrictive in that buyer must pay for shipping back if product isn't as expected, or any other reason. I sent a message about their negative, discouraging slant on the return requirements an that I desired to not pay shipping back and to wait 22+ days for processing and refund... what? Ludicrous! BTW, still haven't heard anything back. They got their money from a one-time sale from me.

Purchased a couple items that were on sale on the website only for my order to be cancelled a day and a half later after being told the price on the website was a 'mistake' and that I could reorder again- but at a much higher price. When I contacted customer service about it, I was given a bunch of legal language Moosejaw has that pretty much says they have the right to cancel an order if they don't like the price you paid (or it was a 'mistake'). Listen, I get everyone makes mistakes. That's life. However, I don't think it's right to cancel a customer's order for no fault of their own, and then say they should order again at a higher price point just to get more money out of them. Own up to your mistake, honor the customers' orders that happened because of the 'mistake', fix it on your website, and move forward.

Bottom line- if you find something for a great price on their website and really need the item, be hesitant. They might end up cancelling your order because they want to get more money out of you.

Add-wish I would have Googled reviews before ordering- sadly there are tons of negative reviews about this business out there.

I bought one pair of under garments with a well known brand name. The fit was horrible and I returned it and had to pay a return fee which was reasonable. I then ordered a different brand and waited for its arrival. When the website described the arrival status I realized that the second pair did not come. I reported the incident back to Moosejaw. I got a wonderful response of "report your stolen item to the police". Thank you so much Moosejaw for your wonderful and thoughtful customer service. Good luck with thinking that this is acceptable practice.

Ordered 2 pairs of boots for a gift for my daughter and son-in-law on the Walmart.com website. It clearly says all over the listing "sold by Moosejaw, a Walmart Company". Paid extra for expedited shipping since they were gifts. On the day they were supposed to deliver I realized I never received a shipping notice. Contacted Walmart and they transferred me to Moosejaw. Lady told me she would look into it and call me back. Never happened. Called Walmart again and the person said he sent Moosejaw an email and they would get back in 24 hours. Remember the expedited shipping part... I needed to know when I could get the gifts. Walmart gave me the MOOOOSEJaw phone number and the moron that answered says he can't look up the order because it's a Walmart order. What a clown show! Told Walmart and Moosejaw to cancel the order - not sure if anybody knows how to. Good thing I put it on American Express card. Will never try this outfit again!

They sent me a camping shower & sponge system that was clearly used. It was wet and moldy. The fact that they'd sell something that was previously used and gross as a new product is shameless. I would strongly recommend any other big outdoor retailer over moosejaw.

I ordered a pair of gloves from here because I had an old pair of the same kind that was falling apart. I chose large which was the same size as my old gloves and they were massive (poor quality control), returned them. Ordered medium and they were way too tight so I requested a return and exchange. I ended up only receiving a partial refund and no exchange while eating the cost of the shipping because they apparently don't do exchanges if you paid with Paypal. If I had known I was going to be charged for return shipping then I would've returned the second item I ordered with the gloves as well which I used as a filler for free shipping originally since they had a "sale" on the gloves which required a $50 minimum for free shipping.

I ordered a piece of travel gear from Moosejaw, and bought, because they gave me a reasonable delivery date before my upcoming trip. Unfortunately it was bogus info. Instead of arriving prior to my trip, for which I needed the product, it never arrived. When tracking the shipment I found that my gear was traveling thousands of unneccessary miles to reach me and could never be delivered before my departure date. Do not accept the free shipping unless you are okay with the slowest delivery possible. Thanks for NOTHING Moosejaw.

I ordered on a Saturday. Needed my item as soon as possible so I paid $18 and some change in shipping. After I ordered I ended up back on their main page and saw that they were advertising free 2 day shipping on orders over $49.00. So I tried to email and chat with someone and the website wouldn't do anything. The page kept going white with nothing on it. I was then able to get through on the chat the following Monday and I was told that they had no knowledge of any free 2 day shipping offers but if I could provide a screen shot of what I saw then they would gladly refund my shipping. Conveniently when I went back to the website, everything was changed and all their new promos were up. No way for me to show what I saw. Pretty sure they are aware of previous offers and if they aren't, they can speak to someone who is to clarify. Very disappointing to say the least. Seems like an opportunity to scam a customer. I haven't received my item yet and at this point I don't have much faith in the arrival time or quality from the reviews I've read. Should have done my homework before purchasing. This was my first purchase and my last.

I ordered a Pelican Cooler, which I can't recommend to anyone, and when I received it, there was an issue with the rubber gasket in the lid. I contacted Moosejaw and they said they would file a warranty claim and ship out a new replacement cooler. All good so far. I got the replacement cooler today. It came in an oversized box with a packing paper, not original Pelican shipping box, which the first Pelican cooler came in. There were black marks on the bottom of the cooler and the rubber feet on the bottom were all dirty. This cooler is obviously not new. Either a return item or display item. I contacted Moosejaw and they said I could return item. I will update after item is returned and I receive a full refund.
So, my rating is based on Moosejaw shipping a replacement product that is clearly not a new product.
What is also clear to me from looking at other review websites (Yelp), that there are no responses from Moosejaw customer service to any reviews that are posted. That tells you a lot about a company's commitment to customer service.

Take a look at the email I received from MooseJaw. They are clearly screening their reviews. Apparently if you are too negative your review is rejected. I bought a belt. It is supposed to perform the task that one expects when buying a belt. It failed. It does not work. The buckle is back to front. I asked them to simply try the product and joked, "Do not order, pull up, pull up" A bit of star wars... And I get a "Don't be so down man!" Email asking I be nice in my 1 star negative review. Hmmmm... Not sure that is playing fair.

Update to my review (was originally 1 star now they are okay).

I like reviews and I will post and be as reasonable as possible. While I still dislike the belt. I do like MooseJaw. Nikki reached out to me and offered me a refund on my belt which was very nice. She did not have to do that and it wasn't about the money. It was about the product. But from a customer service point of view I like the way they stood behind the product. If we sell a product that fails we have to compensate. It hurts it is painful, but it should be because as a business you then learn. Otherwise you keep going down the same path.

You do need customer feedback to change and adapt. After all it is not the CEO who is the boss the customer is the boss. They can fire everyone. Good job MooseJaw and have purchased a backpack from them since. So I am not against them. Just be careful of this belt. Perhaps I received a broken one... faulty. It happens.