ComplaintsforThe Mountain Corporation

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered my package, they lost the package, and are not issuing a refund. I haven't had a delivery update in weeks, and the last one is "Handed over to final mile carrier". On this front, they will not tell me who the final mile carrier is. Prior to that update, UPS created a label for it, but upon contact with UPS, they said that they didn't receive the package. Someone made the next updates, but no one seems to know who. Somehow it got from Toronto to Richmond, but that information is lost. This is a garbage company that should be shut down. They shouldn't take orders if they can't fulfill them.

  Customer response

  01/05/2023

   
  Better Business Bureau:
  
  In regards to my delivery issues from The Mountain Corp. Case# ********, I am pleased to report that I have been issued a refund, and I would like to withdraw my complaint 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed order 93**** on 10/28/2022 for three t-shirts - Qty 1 - DJ Peace Classic Cotton T-Shirt Qty 1 - Vriksasana Sloth Classic Cotton T-Shirt - Gray Qty 1 - Resurrection Zombie Cat Classic Cotton T-Shirt On 11/2/2022 when I received confirmation that the order shipped, it only listed that two of the three shirts shipped, despite The Mountain charging me for all three shirts in the total of $78.77. When the shirts arrived on 11/5/2022, the package contained only two shirts, not all three as ordered, and there were no notes that the 3rd shirt (Qty 1 - Resurrection Zombie Cat Classic Cotton T-Shirt) ordered was out of stock. I reached out to The Mountain customer service team immediately who on 11/7/2022 informed me that the missing shirt was out of stock and that they were refunding me $23.63, despite the shirt costs $30.00 and the receipt included with the two shirts shows a total of $48.77. Basic math dictates that the different between $78.77 (original amount charged) and $48.77 (the total on the packing slip) is $30.00, NOT $23.63.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two t-shirts on November 26, 2021. I communicated with the seller when I still hadn't heard about shipping around mid-December. They stated that t-shirts would not arrive in time for Christmas, and I decided that I would keep the order open and instead gift them for a birthday in January. I sent an email on January 11th asking for a full refund when I still hadn't heard anything about my order shipping. I didn't receive any communications from them until I suddenly got a tracking notice 7 days after my email, on January 18th. They emailed me back on January 19th stating that they sent me a partial refund due to one of the "made to order" shirts being out of stock. So now I will only receive one t-shirt, and I don't believe my partial refund was adequate anyway. I wanted a full refund, and now if I want to send the item back, I may not get a refund on shipping and may have to pay out of pocket to return. Overall, horrible service. I just want my full $40.11 back, plus coverage of costs for return shipping for the t-shirt I did receive, that I no longer need because I purchased a different birthday present.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/01/21) */ Hello. In addition to the refund for the unavailable item, we had attempted two refunds for the remainder of the order that was fulfilled on January 19th both of them declined. Also on January 19th, we then sent the full $40.11 via PayPal. Transaction PDF attached. Consumer Response /* (2000, 6, 2022/01/24) */ The Mountain finally responded to me and issued me a refund, so the case has been resolved. Thank you, ****** *******

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 31st, 2021 I purchased 170$ worth of merchandise for a birthday gift. I was informed on the sight it could take up to 1 or 2 weeks to recieve the item. It is now Dec, XX XXXX. Not only have I not received the item, when I look at my order online it still says "awaiting fullfillment" meaning it hasn't even started the process! I've called SEVERAL times and spoke with several agents. Most didn't know what was going on. One person said there was a glitch in the oct20-31 orders and they never got put into the system and mine will be started right away. This was a MONTH ago. No movement. I've now called at least 5 times the past two weeks but I can't get a hold of anyone anymore as I keep being put on hold and then their line just hangs up the call! I tried to email to get a hold of manager but they haven't responded to a single email of mine and ive sent several. I don't know what's going on but this is all screaming scam to me and I'm devastated because I used to love this company and was excited to gift these to my partner but clearly, they are completely ignoring us

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2021/12/17) */ We experienced a massive data error that we are just now recovering from. We hav refunded the customer their money but will still ship the order once we get a handle on the situation. Consumer Response /* (3000, 7, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not see a refund on my PayPal yet for the full amount and I would like it shipped ASAP. I was told a month ago there was an error but mine will be shipped within a week and nothing happened.... Business Response /* (4000, 9, 2021/12/23) */ We have issued the remainder of the refund and will still work through fulfillment of the order. Thank you for your patience. Consumer Response /* (4200, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We're on month 3 of waiting for the order. Can you give us a realistic and honest at least ETA of when it will be full filled and shipped? I keep being told later, later but have no clue when to look for an actual fullfillment of this order. It would be nice to have some understanding of a legit timeframe of when and what the status. At this point we're lucky to ever get it at all, so please just be honest with a timeframe and then actually fulfill it in that time please Business Response /* (4000, 13, 2022/01/10) */ Hello, We have shipped all in-stock items on this order as of January 6th. Tracking: ********** SKU ******** appears to have been out of stock, but the balance of items has shipped. Along with our prior refunds, processed November 18th and December 23rd, the customer has been fully refunded for all five items and any shipping or D&T paid. Once again, we greatly apologize for the inconvenience and disappointment caused by this delay. Consumer Response /* (4200, 15, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi there, thank you for your quick response and sending the shipment finally. We loved the shirts and mug but we were disappointed to find the item we were most excited about wasn't in the shipment. This was supposed to be a surprise gift for my husband and son back in Nov. We were most excited about the hoodie and t shirt for my son. Both were disappointments as there was no hoodie. I understand it's out of stock but it was part of the order as we arranged so please let me know which hoodies are in stock and we can choose one instead for you to send to resolve. With that, the one shirt that was a disappointment was my sons first Mountain shirt. It was printed in error with no blue! The entire dragon is supposed to be blue and it was printed ALL grey. Please see photos attached at the error and drastic difference! We were really upset at this huge error. Please send the tshirt with the proper print on it to resolve Business Response /* (4000, 17, 2022/01/11) */ Hi there. I'm very sorry about the discrepancy between what's online versus what you received. It can be tricky to bridge the gap between the two representations, as our online images are digital mockups and do not account for texture, lighting, and many variables that occur in the printing process. I have shared your photo with our Production manager, and we are going to attempt to fix the print and send out a new shirt. Depending on blank availability, we will aim to have the replacement out by the end of next week. As for the out-of-stock hoodie, I have added a $65 store credit to your account so that you may select a new one. Once again, I apologize that your original choice is out of stock. Thank you for your patience as we work to resolve this experience. Consumer Response /* (4200, 19, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's great, thank you. I understand lightings etc, but this one wasn't printer correctly as they added no colour. The other two shirts were beautiful and printed with the same colours. You can also let them know to make it a purple dye for my sons shirt? That may help and please have them fix the dragon with the blue as it's supposed to. I'll look for the credit. Thank you for applying however the classic hoodie we chose costs 84$ and the shipping is $9 for14 to 19 business days and $15 for 5-6 business days. Can you please apply the credit to cover the full cost? Thank you Consumer Response /* (4200, 23, 2022/01/23) */ So I did receive the full credit. I don't know what's going on but there's no where on the website to apply the credit. It says to checkout with the credit as the payment method but that option is never presented. I've tried several times on different computers. Again, really odd. I called the mountain several times and no one ever answers! We just wait on hold and then are put on a dead line everytime. Super shady! I also emailed and sent screen shots of the issue and again, no one ever replies! So having the credit has done nothing Also, I have had no word about my sons shirt being resent at all and it's been a few weeks now. Still waiting on all of this to finally be resolved.. Business Response /* (4000, 25, 2022/01/25) */ Please bear with us. We still have nearly 1,000 emails from the holidays that our small team is working through. We only have two agents on emails and phones at the same time, and one has been out sick. Furthermore, creating multiple CS tickets and cases per customer is hardly conducive toward catching up in a timely and orderly fashion. For example, I see an email from you that claims you have a $90 store credit, when I cited $65 here. This is only going to cause confusion and further tie up resources. For the store credit: For coupons, International customers must head to their shopping cart prior to checkout. Our International checkout occurs on our International shipping partner's page, and they do not currently have access to store credit data for customer accounts. Please try heading to your shopping cart prior to checkout and see if that works. Consumer Response /* (4200, 31, 2022/01/26) */ First off, my sons first Mountain shirt which is a big deal for our family has not been resolved.Mountain is making no comment on it. No one will pick up the phone or answer any of my emails!! Please see photos it's no lighting error, no colour was ever printed on the image itself? It was done hastily and just black and white. I was told this would be resent properly and now nothing. Also of course I went to checkout and I'm not on an international page just the regular mountain.com and the credit does not work. At all so it's absolutely pointless. I will keep pushing forth until this all gets resolved. Business Response /* (4000, 33, 2022/01/28) */ We have done all we can for this person.

*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. ↩