MooseJaw

I purchased 2 pairs of Smartwool shorts for my son and husband for Christmas and purchased them in October- I shop early for Christmas. The shorts run big so they were too big for them both. When I contacted Moosejaw to get return instructions I was told they would not exchange them and would not even offer credit for them, even though they were never worn! Outrageous! Now I'm stuck with 2 pairs of men's shorts that no one can wear! The shorts were not on sale so I paid $84 for them! I will NEVER deal with them again! Don't buy from them!

Purchased 2 pairs of socks PM of 6/28/22 and realized I ordered the wrong style of socks. Checked the status of the order AM on 6/29/22 and was in process. I reached out via chat and requested a cancellation of the order. I was told the cancelation window for an order is 15 minutes. Quite ridiculous and not a very good business practice. Last order I will place with this site. If you order make sure it is what you want. Return cost is $7.95 which on a small order is not worth the return.

I was in the market for a new carhartt hoodie. I looked and Moose Jaw had it for 30% cheaper (I'm a tall). The shippi mg was free expected 4 business days. The order showed up in two. It's exactly what they described. They also sent me another 30% off coupon and a cool sticker. I'll be back.

I ordered a Niner bike from MooseJaw. The bike arrived with an issue making unrideable. With the bike shortage I didn't want to return the bike, but wanted it fixed. MooseJaw did everything in their power to get me to that point. They contacted Niner, who wasn't much help. They contacted XFusion, with the same results. They even called my bike shop to coordinate things. Folks, it goes without saying NO company has a customer service team that goes to this extent. MooseJaw's customer cares, they truly do. Kudos to MooseJaw!

The ol bait and take forever to refund. I ordered a yeti cooler price was decent and they charged me immediately like anyone else. The next day i get an email stating the item color was not in stock. They would not replace the color, they said I had to place a new order. 7 days later still mo refund. STAY AWAY THIS PLACE IS HORRIBLE WITH HORRIBLE CUSTOMER SERVICE. Then the customer service reps make a dumb moose noise when answering calls. Worst online experience ever.

This company is the worst. Don't buy a thing from them. Unorganized and no clue how to run a business or treat customers. I bought a pair of ski poles from them and they sent me the wrong poles that had the sticker of the right poles on them. Meaning someone at their warehouse mislabeled them. Then a week later I order a pair of skis from this company and they then cancel the order because they don't have them in stock. It's 2021 the software exists that this shouldn't happen. I then call customer service to ask why they can't run a business professionally and I got hung up on reinforcing the fact of their unprofessionalism.

Don't buy anything from this company online!

Bought a brand new board for 20% off and the staff was helpful. They shipped it the same day as well which is unheard off.

Great company from what I have experienced and highly recommended.

Never received my item and customer service stated they couldn't do anything about it. Horrendous customer service. I will not be shopping at Moosejaw ever again.

So I was hesitant to purchase anything from this company due to all the reviews but I found just the opposite Federal Express miss placed my package and I instantly called the company Moose jaw to see if they can help me with Federal Express and they instantly got back to me within an hour of my email they kept in contact with me over the next 3 to 4 days nonstop at all hours. They were very polite and friendly and very helpful maybe they had issues in the past but as far as I can see this is an excellent company to deal with I spoke with three different people all friendly and willing to resolve my issue which they did the products I ordered were perfect and I will purchase items from them again I highly recommend this company.

Purchased Julbo Cham Mountain Sunglasses with Spectron Polarized 3 Lens on sale. On 14th day after purchase found the same item on a bigger sale on Amazon. Called customer service for price match (price match is a part of Moosejaw policy). Customer service came up with unreasonable excuse not to award the price match. Very disappointed with the store failing to provide price match.

I'll always shop from moosejaw. Great customer service and they give military discount. They have the best selection on everything outdoor gear and they are just awesome!

Ordered a tent and footprint that were both "in-stock" over a holiday. Next business day, both items were marked as shipped and I was charged for both. The next day, after holiday sales were over, I received an email stating that MooseJaw had decided the tent would not be shipped. The reps refused to provide a reasonable explanation of how the tent could go from "in-stock", "shipped" and charged for to suddenly out-of-stock.
Furthermore, the reps could not give any reason why obviously dependent accessories would still be sent to the customer after the business decides to change the order from "shipped" to out-of-stock.

Reps would not acknowledge that fact that the decision to change the item from "shipped' to out-of-stock was much more than an "inconvenience" -- the failure by Moosejaw was the only reason this ex-customer missed out on the holiday sales for similiar tents and accessories.

While the selection may seem great, the fact that they will change items from "shipped" and still charge for them is a horrible business practice. The site should be avoided. There are other outdoor gear sites out there which actually fulfill purchases.

I ordered a pair of shoes early Thursday morning and as of a few days later, my order is still 'In Process.' I initiated a chat with one of their reps and they said the order is coming from the manufacturer directly, so my shoes will not ship for another week. Seriously? I asked them to cancel my order since nothing has shipped and have not heard back from them on if they were able to cancel the order. I told them I thought I was buying directly from you all, she said, you are. Ugh, if you did not have my shoes in stock you should have updated your website! Just a bad company that does not communicate well with their customers or care about their satisfaction! I ended up ordering the same pair of shoes from a different site and they shipped the same day and now I will be receiving the shoes two days before my Moosejaw order ships. Terrible company! There are other companies I can order from and that actually care about their customers. I do not need MooseJaw, they need US to stay in business and they are failing.

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.

Ordered men's product in blue. Received women's pink. Contacted Moosejaw, said they'd make it right but didn't. I left negative review but they deleted it. I recommend never buying from Moosejaw.

I put a review on the moosejaw site. I don't think it'll post. Just don't do it! Don't waste your time and money! There's an Error message that keeps my return from happening. The wrist, elbow, knee pad set is a definitive knockoff of the K2 brand. Label has foreign marks all over it. The pads were badly bent. The sizing is for very small children. The straps are so stretchy that if I fell blading, they would've moved around before I potentially hit the ground! Super cheap! These should be in a dollar store on the clearance rack for ten cents! Walmart has better pad sets, for crying out loud.

Update: The cheapness of the pads as described is still the case. However, a Moosejaw person reached out via email after reviewing my review. They gave me the pdf to printout a return FedEx shipping label along with explanations on why their robot doesn't accept certain reviews. The reasons listed weren't entirely true. (Wally world has better stuff on occasion.)
They gave me a discount to try again. Based on their explanation, it sounds like they use vendors similar to Amazon. Their response was almost a disappointing tone of surprise, in a sense. As if, the vendor should've known better. But, because the size chart isn't realistic, I'm not keen on trusting them again. If they can get more positive views for their merch, maybe a revisit could occur.
They did reach out. They weren't rude either. Waiting on my refund after sending it out via FedEx earlier.

I ordered a snowboard and gloves from MOOSEJAW and paid $714 on Nov 11. MOOSEJAW charges my card immediately.
Moosejaw arranges the shipping with Fedex and provides tracking numbers via email.
I track the delivery via Fedex which states that the snowboard was delivered. I never received the snowboard. I inform Moosejaw.
The gloves arrive separately on a different day under a different shipping number (which were randomly left outside on the street)
Scout from Moosejaw responds that they will contact Fedex.
Fedex tells Scout they delivered the item. The proof of delivery simply states that the item was delivered, but contains no details. No signature, no name, no helpful information whatsoever.
I was NEVER offered a choice of having the signature required or not. Moosejaw made that choice.
Scout tells me that I'm SOL (not in those words, but basically that's what you're telling me).

Scout and Kathleen from Moosejaw were extremely unhelpful and literally did nothing to help resolve the matter.

I would NEVER RECOMMEND buying from them. My package was mail, BACK TO THEMSELVES! Then they lied 4 times-saying is was re-shipped when it never was. They they lied and told my my money would be refunding, or WAS refunded. NEVER WAS! I had to get EBAY Involved to get m6 money back

I ordered a hiking backpack on September 2 and it was estimated that it would arrive on September 8. It was over Labor Day weekend so I was willing to be a bit patient. On September 9, I emailed and then sent a live chat message just to check in because my order status was still listed as "in process". I never heard back. I called on September 10 and the customer service rep said, "It looks like it went out this morning. You should get an email confirmation sometime tonight." I never got an email. Today is September 15 and I called again. After the enthusiastic greeting, "Thank you for calling Moooooooosejaw!", the customer service rep listened while I calmly and politely explained what had happened and why I was calling to check-in, their tone changed to a very flat, unenthusiastic, and curt voice and they said, "We couldn't get this backpack in from the manufacturer so your order is gonna be cancelled." Then after an awkward silence, I said, "Oh, okay, so I'll just see a refund to my credit card?" "Yes. A refund will go back to your card." So I had to wait 11 days with no communication initiated by them and no response to anything except my calls. Only to have to scramble and order the backpack from a different company. There was zero apology or empathy for my situation. If there had been, I might have considered shopping with them again. This experience was like an unsolicited trip to Ed Debevics or $#*!'s Last Resort. Terrible customer service all around.

I ordered through another company which apparently sent the order to Moosejaw. I had ordered from the company before and had the same thing happen but the order went through a different company. I placed the order on July 3. On the 6th, I received an email from Moosejaw asking me to verify some billing and shipping information that the original company did not have correct. (This had occurred with my previous order so I wasn't too concerned). In the email, I was asked to call customer service but the only option given in the email for contact was to use email. I emailed their customer service department and they immediately emailed me back with a specific issue. I provided the documentation from my original order on the same day. Today (7/15) I received an email stating that my order had been canceled because I hadn't responded. This time they provided a phone number. When I called they stated that they canceled the order because I didn't respond to their email. When I gave them times and dates, they still stated that their records said that I hadn't responded and if I still wanted the item, I would have to reorder it. However, the price of the item on their website was $11 more than what I originally paid.

I simply ordered 1 thing, got confirmation email, then days later get an email saying its not available anywhere.

If I could have given this company no stars I would have. This company is impossible to work with. I purchased a coat and ended up buying the wrong size. I attempted to do an exchange online and the site seemed a little off. I contacted Moosejaw and after listening to their ridiculous turkey sounds while waiting on hold for hours I finally spoke with someone who said that they could see my exchange and that I had submitted it myself. I confirmed the exchange information with them and then went one step more and printed the page wrote on it the exchange information and highlighted it with highlighter. I placed this sheet on top of my coat to ensure that it was not missed when the box was opened, and guess what? THEY ISSUED A RETURN AND REFUNDED MY MONEY! Yay! I then called again after receiving the email that they issued a return and sat on hold again to listen to more ridiculous turkey noises for hours to get a new employee to the company and had no idea how to do their job. Well after a total of 45 minutes on hold with them they finally just hung up on me and even though they had my phone number never called back to continue to fix the issue. So again I called and waited on hold and guess what? I got another new employee that had no idea how to do their job. She also left me on hold but I was lucky this time only one hour of waiting for her to tell me that I was all set and they gave me an extra 10% off my order. Well after several days of waiting to get my coat and receiving nothing I called Moosejaw only to find out that they refunded my money and never shipped out a new coat. SHOCKING! The guy was so nice to upgrade my shipping at no cost to me to now actually send me the coat that I should have gotten only problem is he processes the order and charges me $28 for my free shipping. So don't you know I get the luxury of calling back and waiting on hold and hoping someone refunds me the shipping costs. Cant' wait! Save yourself the trouble and use another company. Don't waste your time. I will never order from this company ever again!

I bought Smartwool Merino 250 Blue Hoodie online on November 12. I received the email and it was shipped and expect to deliver on 17th. I was so excited to receive it. On 17th, I got email saying it was delivered. I did not see the order here at my home. I contacted through Live Chat and I learned that it was delivered to Michagan, their store! Not my home. The person from Live Chat said it will be fixed and will be delivered to me asap. Next day I waited and checked at the tracking and it was not updated. I decided to call the customer service on 19th. I was shocked that the staff at Michigan store opened my order and put it on the shelf. The local customer bought it! I did not understand why they did not bother to contact me and they assumed it was returned. I never ask for the return. I asked if there is more left and unfortunately Smartwool blue merino hoodies are sold out. I demanded for a full refund. Now I am afraid to have a trust again to this company and I don't know if I want to order again in the future.