Moosejaw Avis 

I ordered an item on May 29th. Their email told me it would be delivered on June 1st. June 4th it arrived in Chicago (Sunday) June 5th it left Chicago. I called customer service, and they told me it has one more stop to make and will be delivered on June 7th. I asked to speak with a manager and transferred to Savannah (Customer Service Team Lead). She comes in hot on the call telling me "Obviously the delivery date was wrong we sent" and continued being extremely condescending and abrasive in her demeanor and essentially yelling at me and scolding me. I'm done with this store over her tone handling of the call. This was one of the worst customer service experiences experience I have had, specifically, her attitude on the phone and not the situation. The Chicago store is amazing, I may shop there if something is urgent but never again online. I was so enraged by her tone I hung up.

Moose jaw sent me the wrong hat. It was their mistake per the customer service representative. I am the one who will be inconvenienced and deal with sending it back to them in order to get my money back. They offered absolutely nothing to make up for it. I will not be ordering from this company again.

Horrible. Will not buy from them again. Supposed to get product days ago; never got notifications on status; website tracking says it wasn’t shipped yet. Called Moosejaw and was told I would get item tomorrow. — Just received today! Item looks used!

Ordered SLX 11 Speed cassette 11-40 to replace existing SLX 11-34 cassette. After installing the new one there is constant metallic noise even on gears that completely match gears on SLX 11-34. I've contacted Moosejaw to check what can be the issue and they asked me to contact their Gear Wizards.
So the answer was:
"Very unlikely that it is defective. There could be a TON of more issues. I highly suggest you take your bike to your local bike shop"

Exactly the help I was looking for. Not.

I've been a Moosejaw customer for 2-3 years and have had nothing but positive experiences. Well, okay, often their website is glitchy and requires refreshing the page. Otherwise, I've run through the gamut of experiences in which things could have been bad but were instead good. I've pricematched items. Returned items. Had a package lost by the post office. Asked for clarification about versions of products (as features can sometimes change from generation to generation). And placed dozens of normal orders. They have always taken care of me, responded promptly in a friendly way, and are consistently good about getting orders out of the warehouse quickly.

True, there's a return shipping fee. But it's a reasonable amount. Companies that offer free return shipping are factoring it in to their normal prices and / or having sales volume large enough to bargain with shipping companies. I will just take the lower prices and do my research about what products / sizing will work for me before ordering. Given the often amazing sale prices on MJ, it's totally worth it. Their spunky, fun vibe is also enjoyable. Good to have alternative options than REI for product selection, colors / size, and prices.

Moosejaw wouldn't help me with a missing package today. It was delivered on a holiday weekend, earlier than expected, meaning I was not home and unable to make arrangements. Then when I got home, the package wasn't there. Moosejaw refused to help me with refund, replacement, or store credit. Having been a loyal customer for years, I was shocked. When I asked why they wouldn't help, they said it was their policy that if FedEx confirms delivery, they won't help you if you never actually receive the package. As a business that holds itself out as an online retailer, I feel they need a better policy than this. I will not be doing business with them again.

Ordered a pair of scarpa kenisis pro boots, they were so scuffed up it made me think the boots were second quality. Ordered a,pair of the same boot a,few years ago and the beat up second quality boots were delivered. I took pics then and moose jaw gave me a substantial discount based on the photos I sent in. This seems like a common trend and I wonder if others have had the same experience. I ended up buying the pair of boots directly from scarpa, and they were flawless. Moose jaw refunded me my money. Just my opinion but the more I used my moose dollars in purchasing the boots the lower quality they sent. I know it's hectic and fast paced for moose jaw to keep up with orders but if they simply looked at the boots themselves I don't see how they could have sent them in the first place. When I purchase anything I expect a quality, clean product. Don't you?

I order gear from moose jaw all of the time. The price is always great, delivery is fast, it’s a solid company.

Beyond unfortunate. Ordered a few things including an orange cycling jersey. When it came it was red. Emails led nowhere and on the phone the guy said he cannot guarantee the color because he does not pull it off the shelf. Glad I did not order shoes! Phone call support was quite poor. Zero reasons to use this resource.

I had a horrible experience ordering a large canvas bell tent and having it shipped to Hawaii. The shipping times they advertised and told me over the phone were all wrong. I called to check on my already late order and I was told they were waiting to receive it from the manufacturer and they would ship it right out. Once they received it they sent it to Hawaii by boat! I had to talk to USPS in person at the post office to figure out a 6-8 week delivery timeframe, after it's already 2 weeks past delivery date. I called MJ and they will not offer me a refund. They lied to me and told me 4-6 days after they received and shipped out my already late order. Now I have to wait for months for a tent that will be too late to be of use while they have +$500 they will not return to me. Along with the delays part of my order, the footprint, was lost in shipping and they have none left in stock to replace it with...

Tip for consumers:
Do not believe the advertised shipping or trust customer service. Do no expect to be treated well or have your problems solved.

Products used:
I never received my products

Ordered item, tried to use vet discount with id.me
Contacted them 4 times, no response.

Will never do business with these useless happy dragons

We took a chance on Moosejaw, typically buying from REI, ordering some tights. Turns out the product was unacceptable quality, and we returned them. That's where Moosejaw missed. At REI I can count on a 100% satisfaction guarantee. At Moosejaw, expect an $8 return fee regardless of the issue. And no response from customer support to our issue. So, no more Moosejaw, back to REI.

Purchased Julbo Cham Mountain Sunglasses with Spectron Polarized 3 Lens on sale. On 14th day after purchase found the same item on a bigger sale on Amazon. Called customer service for price match (price match is a part of Moosejaw policy). Customer service came up with unreasonable excuse not to award the price match. Very disappointed with the store failing to provide price match.

I ordered a dress from Moosejaw, but it was too big, so I returned it. To save money, I shipped it myself rather than using their online mailing label. Their website says you can do that, and I followed all instructions. Big mistake believing that! Because I didn't use their label, it didn't initiate a return through their website, so I have no confirmation of the return. I did include a printout of my order with order confirmation # in the package so they would know what order it was upon receiving it, but I didn't take pictures of me putting it in the package, which I guess I should have. It was so long ago now, I have lost my receipt from the UPS store where I dropped off the USPS package. (I found one, but the tracking info on the USPS website doesn't say where it shipped, so I'm not sure it's the right one -- so USPS is also not helping.) I bought this not long before leaving on a big trip to Europe, and I did try to contact them -- twice -- through the online comments functions, but I received no reply. Nothing. I tried responding to their emails (my order conformation and promotions), but that didn't work either. When I got back to the States, I tried to call and the system hung on on me! When I finally was able to get ahold of them, I was told there was nothing they could do since I didn't initiate an order return online -- which again, forces you to use their shipping label, and costs more than the sending it myself. (It was a travel dress -- lightweight and packs super small -- I shipped it for $3.00). So basically I made a $103.00 donation to Moosejaw, and received mostly non-existent customer service, which clearly makes me never want to shop there again.

Ordered a Northface Borealis backpack. Was very disappointed when I received my “new” backpack with stains and tags removed. I contacted their “customer service” through their online portal and never received a response.

First and last time I will trust this company.

I ordered a Pelican Cooler, which I can’t recommend to anyone, and when I received it, there was an issue with the rubber gasket in the lid. I contacted Moosejaw and they said they would file a warranty claim and ship out a new replacement cooler. All good so far. I got the replacement cooler today. It came in an oversized box with a packing paper, not original Pelican shipping box, which the first Pelican cooler came in. There were black marks on the bottom of the cooler and the rubber feet on the bottom were all dirty. This cooler is obviously not new. Either a return item or display item. I contacted Moosejaw and they said I could return item. I will update after item is returned and I receive a full refund.
So, my rating is based on Moosejaw shipping a replacement product that is clearly not a new product.

Don’t make the same mistake I made using this website. Always buy directly from the company, not from distributors. I bought a Hilleberg tent, I pay for next day delivery!! I still waiting for the tent?

I ordered 2 (expensive) items from this website; before reading the reviews. Upon finding all the horror stories, I highly debated canceling. But I had read a large sum of reviews stating that their customer service was bad and that it was very hard to get a refund so, I stuck it out.

I ordered 2 items, 1 of which I paid for the other I got with my rewards points. Both items arrived fast, in tact, and in full. Hence the 5 stars.

All I have to say is, I am very skeptical to order from this company again; so I won't be. But I figured in the off chance they're trying to turn it around, my 5 star review would help them.

Moral of the story: your reputation proceeds you.

Stay away from this Walmart owned company! It has terrible customer service. I bought a gift card for my daughter. Moosejaw sent her an email with a gift card number and when she tried to use it she was told it was "invalid!" She chatted with them and was told she could place an order, pay for it, and then be reimbursed from the gift card! She declined to do that, of course, and asked me for help in sorting it out. I contacted them and they responded that they were having issues with their online gift cards. If they knew there was an issue with online gift cards, why do they continue to sell them and send them out anyway? They said they could help if she called or chatted with them, but she had already done that and been passed around among employees until she was quite upset. She would be happy to place an online order but they won't send her a new number that works. I told them in a chat today that I wanted a refund, but the response I got was that gift cards are non-refundable. It's certainly not our fault that they can't deliver what they promised so I took it up with PayPal.

Do not order from this company. I ordered a long coat to be delivered on 2/21/22. As soon as i paid I received an email saying it was not in stock and would be sent on 2/23/22. I called customer service, talked to John and he only had access to the mail saying he would be delivered on the 21st. I asked to speak to a manager, no one available.
Wendy called me back with the same information - no acccess to the most recent email.

Cancelled the order. I repeat, do not order from this companyh as the reps do not have access to the most recent emails. Poor customer service!!!!!!!!!