ComplaintsforMountain Equipment Company

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an item on January 10, 2024 due to wrong size. I shipped it using a ****** **** return label that the retailer had provided. According to the ****** **** website, the delivery was delayed due to weather and the last entry is dated January 18. I contacted the retailer on February 12 to explain the situation. I spoke to a customer service representative and received an email reply on the same day. She said that she had filled out a returns form. She also mentioned that she had spoken to her supervisor, who thought that the parcel had likely been received and was awaiting processing even though it is not showing on the tracking number as their warehouse was moving locations. It has now been over 2 months since I had returned the item. This is completely unacceptable and I want my refund without further delay. Service order ************.
  

  Business response

  12/03/2024

  Good morning,

  We have processed the refund now. The refund should be reflected within a few business days.

  Thank you.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trying to do separate returns have been a nightmare. I bought twice the same jacket (order ************) for trying on, got a refund for the size Medium, but returned the size Small through mail and has been received on Feb 5 2024, still no refund.The website had a deadline of 4 weeks for a refund, but it's been doubled to 8-10 weeks. Calling says they are moving warehouses. I'm close to contacting my credit card for a refund because the jacket is over 1000$!

  Business response

  06/03/2024

  We have processed the refund. It may take 3-5 business days to show up on the consumer's side.

  Thank you.

• Initial Complaint

  26/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased boots online as a Christmas gift. One pair was defective. The other pair was the wrong size. I sent them both back with a packaging label sent to me through email by MEC. I had called the customer service representative named Wayne and he sent me a return label. I sent the parcel back with both pairs of boots with a hope for a refund of 152.00 dollars and 192.00 dollars. The tracing shows the parcel was received at the Richmond warehouse on December 31,2023. I have phoned . I have emailed. I have chatted with the company. They have repeatedly replied there is a backlog of returns from Christmas. Today is February 23. It has been 8 weeks . I have no refund. I have no reason for the delay. I can provide documentation to prove the purchase and my tracking information .
  

  Business response

  29/02/2024

  We sincerely apologize for the delay and the inconvenience you experienced in processing the refund for your recent purchases with us.
  We understand that the delay in refund processing may have caused frustration and inconvenience, and for that, we extend our sincerest apologies. Please rest assured that we have taken immediate action to rectify the situation, and I'm pleased to inform you that the refunds have been successfully processed to your original payment method as of February 26th.
  If you have any further concerns or questions, please do not hesitate to reach out to our customer service team, who will be more than happy to assist you.
  Once again, we apologize for any inconvenience caused and thank you for your patience and understanding.
  Warm regards

  Customer response

  29/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  21/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ***** **** coat on December 20, 2024 online. Order #************. When I received it, it was dirty, without tags and had obviously been worn and then returned. It had makeup all around the collar. I called to get a return postage form since I was returning their worn coat and didn't feel I should pay for the return. The coat was received by **** * on January 4, 2024 at 11:33 am. The website says it can take 5 to 6 weeks to get a refund, which is a ridiculous amount of time! 6 weeks was February 15, 2024. Today is February 21, 2024 and I called MEC to see where the refund is. He told me returns are now taking 2 to 3 months and I would probably receive it sometime in March. This is unacceptable! Their website still says 5 to 6 weeks. I would like my refund now. They need to hire more employees if they can't keep up and they know it is an issue. They have greatly injured my trust in MEC!
  

  Business response

  22/02/2024

  Good afternoon,

  We have processed a refund today and it should show up within 3-4 business days.

  Thank you.

  Customer response

  23/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  21/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an item worth $474.55 December 26th, 2023. The item was returned by mail December 30th, 2024. I have still not received my refund for this product. The item was never used or worn and is in the exact condition it was received in. I ordered two pairs of hiking boots to see which I preferred, I kept one and returned the other. MEC return policy says it can take 5-6 weeks to process a return. I just spoke with the company and they said I will "likely be sent sometime in March". They charged $11 plus tax for return, I am also waiting for this payment to go back onto my credit card so I have been charged interest each month, waiting for this return. The company has been extremely difficult to contact, when I called in to enquire the customer service rep asked me to hold to look into it and just hung up on me. Without hearing anything, I was concerned that maybe that got lost in the mail so I contacted *********** to confirm the item was received. (Image of that confirmation attached). The overall apathy of MEC to its customer is disgusting. Very much a "too bad, deal with it" mentality which is completely unacceptable. I have a child due in April and shouldn't be worried about the $475 MEC owes me simply from being their customer.

  Business response

  22/02/2024

  Good afternoon,

  The refund has been processed as of today and one of our service centre member will reach out to you shortly.

  Thank you.

• Initial Complaint

  30/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  MEC advertised a 'bundle and save' on their website (******) where you would receive "15% off when you buy any pair of cross-country skis, ski boots or bindings" . My partner and I both purchased skis with bindings and boots but neither of us received the 15% discount. I sent them a message with no response in 4 weeks, so I called. When talking to the employee they indicated that the discount was only when all three were bought individually (even though it said a 'pair' which is 2, if the 'or bindings' was 'and bindings' that would have made it clear all three needed to be purchased). Additionally they said the skis with bindings already attached did not count, even though they were included on the website as part of the promotion as items that can be bundled (as seen in the upload). When purchasing I thought that I only had to buy 2 of the items (based on the wording used) and was hoping for a partial refund of 15%. Ideally that is the resolution I would like is to get the 15% off but my main purpose of submitting to the BBB is to highlight the ********** claims MEC has on their website I have uploaded a screenshot of the deal as shown on their website when I purchased at the end of December. They have now reworded it, after I purchased (***********************************************************************************************) which makes it more clear that 3 items need to be purchased.
  

  Business response

  14/02/2024

  Hi *****,

  We have issued a 15% refund on your order and will reach out for your partner's info to issue a refund as well.

  Thank you.

  Customer response

  23/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  15/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've made several attempts now to get a refund from this company for an order placed on November 24, 2023 but have received no help. I returned a pair of boots due to a size issue and the item was received by MEC on Dec. 6, 2023. I received an email notice from MEC on Dec 8, 2023 that the refund was processed but I haven't received the credit to my credit card account. Original order #************. Member #*********

  Business response

  18/01/2024

  Our sincerest apologies for this mis-tendered refund and the poor follow up on our behalf. This refund was correctly refunded on January 15th. Orders on ****** paid with ****** are refunded to ******. ******'s timing on refunds varies, an average of 5 business days depending on the tender used with ******. See ***************************************** and ****** Refunds
  

  Customer response

  18/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ive purchased multiple items from MEC in August. I did not pick them up and was told they will be automatically returned and the money refunded. It has been more than 3 months and I still havent received the money. When I call they said its processed but it hasnt. At this point this is ******** money from me because they didnt properly refund the unclaimed items.

  Business response

  21/12/2023

  Refund for $202.61 approved and completed. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Purchased 2 coats from MEC online, Sept .3 2023 -Received both coats. Returned one coat back to MEC, Return label created Sept. 10, 2023 -Returned to MEC via ************ Shipped Sept. 10, confirmed receipt at MEC Sept. 13 -Have made numerous phone calls to customer service, from late September to early December. -Was told that there was a system change and that they are unable to process the return. -Was told during a phone call mid-November that it was being escalated to higher management and that that return would be processed within one week. -Final call Dec. 6 after not seeing the return was told that they have no idea when the return will be processed. Could be days/months, no resolve. -unacceptable to not refund money after months of waiting.

  Business response

  11/12/2023

  Good morning,

  This has been actioned.

  Thanks,

  MEC

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Nov. 8, I purchased three items on MEC's website (order # *******) which consists of the following three items: - ** *** ****** ****** * ***** * ** *** ** **** ***** *** *** **** ****** *** * ***** * ** *** ******* ******** ****** * *****  On Nov. 16, I received one of the three items, which is the MEC ****** ****** in the mail. The remaining two items were not in the package. On the same day, I received an email from MEC acknowledging that there is delay of shipment due to unforeseen circumstances. I have learned that MEC shipped my order in two separate packages. On Nov. 27, I checked the status of my order and the ****** **** tracking ID **************** says that everything has been delivered, which is not true. I checked my MEC order and it says the orders are partially shipped. I immediately contacted MEC by calling their Lower Mainland hotline at ***** ******** where it resulted in prolonged waits and no answers. I requested a callback and never received one. I then filled the contact form on MEC.ca, in two separate occasions asking where my order is. I have never received any reply from MEC. I then went to MEC's ******** page and wrote a ticket to ***********, but there were no replies. I have exhausted all avenues in order to contact MEC. I also contacted ****** **** and they have asked me to contact the vendor, stating that there may be an issue with the logistics or shipping and handling. I have left with only one of the three items, and the missing two items cost me $269.24.

  Business response

  06/12/2023

  Hi there,

  This complaint has been actioned. 

  Best, 
  MEC

  Customer response

  06/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩