ComplaintsforMoosejaw Mountaineering

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a mammut norwand pro HS pants womens size 4 on 1/11/24 for $353.74 from Moosejaw. The item did not fit and I returned the item which was shipped back to the company on 1/18/24. The item was received by the company ****** tracking #: ************) on 1/24/24. On 1/29/24 I received an email with an e-certificate from Moosejaw for the amount of $356.6. I called the company on 1/31/24 to inquire why my credit card was refunded as I did not request an e-certificate. I was informed by the Moosejaw associate that the company was unable to verify my payment method. I requested to speak with a supervisor about this matter and was put on hold for ~5 mins before I was informed that there was no one available to discuss my concern with.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase from this company on 07/16/2023. I have the confirmation email that the purchase was made. I used the tracking number they sent me to watch my order delivery updates. The order showed delivered in *********, **. I live in ***********. I reached out to the company and went weeks without hearing anything back. Then today, 08/28/2023, they finally reached out and told me it was a problem I needed to take up with **** and that there was absolutely nothing they could do.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On July 4, 2023 I placed an online order. The order was placed successfully, and I received an email confirmation and order number of *********. Note this means Moosejaw received a credit card preauthorization number thru their merchant services vendor.The next day I received an email asking for the preauthorization code they get from their vendor. I explained to them how merchant services works, and that it is not something I as a customer ever receive or see. Only they do from their vendor. I also explained I am not able to call my credit card company due to my disability.Then I received another email that threatened to cancel my order. It demanded basically I reverse my permanent disability and call and get them the number. I responded back reminding them of my last email, asking they contact their vendor, and I gave them my credit card company's number.Also note my credit card was not declined according to them. They just need this number they already received when they successfully processed my order.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  order placed on 3/23/2023 shipped 3/24/2023 fed ex cant locate package contacted moosejaw, was told NOTHING THEY CAN DO!!!!

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On October 2nd, 2022 I placed an online order for a jacket with this business which soon later tried to cancel because realized it was a wrong item, but the business refused to honor the cancelation request. They shipped the item next day and ***** claims delivery on October 5th, 2022. When a week later I still couldn't find my package I contacted the retailer and they provided a blurry photo supplied to them by ***** that showed a box left on my doorstep as an ultimate proof of delivery. I have since contacted ***** and the retailer stating that I didn't receive the delivery and that photo in fact proved no proper delivery: My names appears on the label as recipient, while the box, if considered delivered, was delivered only to outside of a building in public domain. ***** shirks off responsibilities by resorting to a now effectively obsolete pandemic era of touch less delivery, which as per CDC guidance is no longer valid. I believe as the result of ***** mindset of only trying to cover their behind rather than doing the job right, their drivers systematically just dump the package and don't even bother to ring (my) doorbell. The retailer also fails to request a signature merely stemming from their gross lack of due sense of responsibilities, and as the result, the total burden of a lost package ($161.99+ tax+ loss of hours spent on phone and writing emails to them) is on me as the end user, and the most vulnerable party. I'm requesting a reparation.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  To whom it may concern:I have ordered a ton of gear from this place. At the beginning everything was fine. I just recently bought a very high end Ortovox backpack. I had 4 of them and something was wrong with each of them. Most of them ripped and the threading came off. As a consumer I have 60 days to return and get a credit back to my original payment method or I can get a gift card. Every time I have asked for help it seems I have had to deal with gatekeepers. These reps do not want to honestly help and resolve a resolution. Instead apparently I was put on a fraud list because of how much activity is going on replacing backpacks. Thats not my problem Moosejaw has sent me defective products. Maybe you guys need to look over your inventory. I feel absolute horrible. I just had a minor surgery in my mouth and instead of sleeping Im emailing I bought another branded bag and it was supposed to be shipped out today but instead they are insurance lying to me and insulting my well being! ***** on moosejaw! .

• Initial Complaint

  04/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered $500+ worth of gear for my weekend camping trip. I have had multiple packages stole from my pouch and am very cautions when ordering but decided to take a chance with the company. I specifically ordered the gear to have it delivered on a day I would be home all day. Spoke with one of their customer service reps before the order and they said no problem! As soon as the package was sent I checked the tracking and they split the order into 2 separate orders with different delivery dates. Of course I am not home to received the first package and I watched a stranger walk off with the package soon after it was delivered on my ring camera. I reached out to explain my situation and all they said was please refer to out stolen package policy. They were no help what so ever, very disappointed in this company and that they told me all my gear would be shipped together on a guaranteed date and that never happened and they wont do anything to help out my situation. As soon as the rest of my gear gets delivered on the correct day while I am home, I will be returning it all. Poor business ethics and will never, ever shop with them again and will be sure to tell everyone avoid this company.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 25th, 2022 my mother bought me a $200 gift certificate for my birthday to Moosejaw.com. I spent a few days going through the website putting the cart together for the things I wanted to purchase. When I tried to checkout, it tells me the gift certificate is invalid. I contacted Moosejaw through the customer service chat. After being passed around to several people, they tell me that the gift card is indeed invalid and that I should contact the purchaser. My mother confirms that she was charged for the gift certificate. She contacts Moosejaw and asks for a new gift card number to be issued. They tell her that they are having issues with the gift cards and that I will have to call to place the order or that I can place the order online and they will refund the gift card to me. I don't trust that they will follow through with this refund. Sounds kind of suspicious. I don't want to call the order in. I want an online order confirmation. My mother requests that the gift certificate be refunded for all of the trouble and they tell us that gift certificates are non-refundable. Unfortunately, we were never given a working gift certificate in the first place. Why can't they just issue us a new gift certificate number? Ridiculous.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  MooseJaw sent me a DAMAGED product (cooler) that was previously RETURNED by someone else. So, not only a USED product but a DAMAGED product full of germs, bacteria, and disgusting residue. Then they repreatedly threatened me with an extra charge, despite putting me in a position to do extra physical work for their mistake. Unprofessional, irresonsible, and illegal.

*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. ↩