Customer ReviewsforMountain Equipment Company

When Mountain Equipment ***** became Mountain Equipment Company it all went downhill. I purchased 3 pairs of sunglasses on-line on Nov. 16, 2023. ***** (just as bad) said they could not deliver (not true). The package could not be re-directed due to MEC's account with *****. After over a dozen attempts to contact MEC and ***** I had to contact ****'s dispute resolution department. I still have not been refunded for my purchase, it's Feb. 10, 2023. Absolutely unacceptable!

Before my recent experience, I recommended MEC 10/10. I still like their products and have never had an issue in-store, but their online return system is completely unacceptable.I purchased a water purifying pump from them that did not work correctly. When I returned from my trip, I initiated the return. Originally, I purchased the item in the store, but because I live 1hr away, spending the $11 on return shipping was a better use of my time. I sent the item back on Oct 3, 2023, and it arrived in their warehouse on Oct 11, 2023.On Nov 6th, 2023, I received a notice that my item was processed and they would be refunding me. Fast forward to Dec 18th, 2023, and I still had yet to be reimbursed. I spoke to a representative on their online chat and was told they were behind, but I would see it in the next few days.Today, Jan 2, ****, I still need to be reimbursed. I again got onto their online chat, but after 30 minutes and fully explaining my situation, the representative ended our conversation. I called MEC this time, waited 30 minutes on hold and spoke to a lovely lady who apologized and said the issue would be resolved quickly. Everything appeared to be fixed. 3hrs later, they called me back with information about my refund. After our conversation, I received an email with a digital gift card giving instructions on how I needed to go to the store to get it back on my credit card, but I would first need to call MEC and make arrangements. After another 45-minute wait on hold, I was told that a store couldn't do that and that someone would contact me with the next steps. I asked how long that would take, and they said it would likely be sometime next week.It has now been 13 weeks since the item was sent in, and after over 3 hours on chat/phone, I still need to be given back my money. Personally, I would say always go to the store. The service is excellent there. Dealing with them online is an entirely different experience.

I ordered these tubes from MEC solely for the removable core valve as stated in the tube description. But once I received the tubes the core is not removable. I sent a email to the Company about the issue but they never emailed me back and still have not changed the description of the tubes on their web site. 48mm Presta valve stem works with deeper rim depths Wall tickness of 0.9mm is durable yet light Includes a glueless patch kit Valve core is removable (It is not removable!)

I bought a new Mountain Bike online from MEC. After just a few rides it had a mechanical failure that threw me off the bike, almost seriously injuring me, and destroying the rear end of the bike. At first customer service was promising, offering to replace the bike, but eventually they started blaming me for the mechanical failure, and ultimately, I was left with a $450 repair bill for a defective bike that had only been ridden a few times under light conditions. MEC customer service made up a scenario where I supposedly damaged the bike leading to the mechanical failure, without any evidence or even looking at the bike. This was their justification for not honouring the warranty. * ***** ** ***** * ****** ***** *** **** ** ***** ******** *** *** ******** **. *** ********* **** **** *** ** * ************* ****** ** * ******* ** ***** ******** *** ******* **** ***** ******** ** * ****** **** *** ***** *******  It's very unfortunate that MEC doesn't back up it's defective products or care about safety. I'm now out $450, *** **** ******* ***** *********** ***** ******* ******** *** ****** ** ** ***** ****** ****. Needless to say, I'll never be shopping at MEC ever again after this horrible experience.