MooseJaw

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.

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 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.

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 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.

Avoid Moosejaw. They are poor in customer service, have high prices and limited selection and are not knowledgeable about the products they sell.

I was lied to about shipping from Moosejaw was told two day shipping and it took two weeks I was told that so I would spend money with these people BEWARE OF THIS COMPANY

I recently reviewed a product on Moosejaw and included actual photos of the faulty product. However, because my review was negative, and Moosejaw is apparently beholden to the companies they work with, they decided to pull my negative review to keep their client (Zamberlan boots) happy. Here is their email reply they sent me:

We are terribly sorry to hear that Zamberlan's customer service did not live up to your expectations. We have only ever had positive interactions when working with our partners at Zamberlan. But, it seems like you were pretty disappointed in the service you received there recently.

We understand your frustration and desire to vent, and sincerely appreciate your intent to warn our future customers. However, because Moosejaw was not involved in this particular encounter, we are unable to have full transparency over what occurred. Regrettably, because of this we do not find it appropriate for us to get involved and display your review publicly.

We hope you can understand where we are coming from, and this doesn't make you think less of us. As a thank you for your time and words, please accept this 15% discount to use on a purchase at Moosejaw.com. We have brands other than Zamberlan.

Thanks again, and Love the Madness,
~Rocko

I was submitting an honest review of the product, with actual photos of proof. What does it matter if the boots were purchased off of Moosejaw? I had a similar experience with Cabelas once, who deleted a negative review I actually did buy off of their website. Let's be honest here Moosejaw... the fact that I didn't purchase it directly from your website has nothing to do with why you pulled my review. You pulled my review because you are pressured by your "partner" Zamberlan to remove negative reviews.