MooseJawReviews 79

The in store customer service is awesome! I've never made a bad purchase from MJ. The employees always steer me in the right direction. I've gotten plenty of gear from Moosejaw and never had a problem with delivery or a return. Sometimes I receive my order in multiple boxes but, when things are coming from different places. They'll ship separately.

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 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 ordered a bike for my wife's birthday - coming up in 2 weeks. They charged my card, and told me it would be shipped in a matter of 3 days. I went about my life until a week + later, they abruptly canceled the order via a quick email. This left me with little to no time to find an alternative gift in the 5 days remaining. I contacted the company and received no response. They clearly screwed up and refused to make good on it.

Plus it took them another 4 days to credit back my card. Don't use this company.

Very Risky Purchase. I never review sites but my experience was so horrible that I hoping to save others the stress and money. I was attracted to the site because it seemed like they had a good deals on winter clothes that I needed. About $650 later, I never received the product and have no way to tell where, to whom, or if the product was delivered.

They aggressively contested my claim and, after hooouurrss of speaking with customer service reps, I was forced to pay the $650. No store credit, replacement products, discount - Nothing. A lot of money for me personally and I still needed to buy warm clothes for the winter.

I can't believe this website is legal. It seem incredibly fraudulent. Save yourself the stress and heartache.

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.

The site is no better than any other outdoor retailer. Prices are exactly the same as their competitors. The Moosejaw bucks is a complete scam. Anytime you use a promo code they reduce the item so it does not qualify for the 10%. The result is a mere 2.5% which is no better than your credit card rewards program and no real bonus to the customer. Additionally the Moosejaw customer service is insensitive to customer experience. This alone is a reason to never shop at Moosejaw.

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.