Merchant review: Mountaingear.com

[MaineSkiLady]

Not happy. Put in 3 orders with 3 different merchants on same date: April 11. Other 2 orders are so long here that I have already worn one of the items from one (Campmor) several times. Mountaingear.com? How about: the order JUST shipped TODAY, 12 days later, and not even an "order shipped" e-mail with tracking info??? Bad news. I think this is also where I got my CW-X compression tights and also waited and waited. Not happy with this website's service at ALL. Just FYI.

 

[Solincia]

Thanks for the heads up.

I had a similar experiance with a non-ski related company.
Cambridgesilversmiths.com

After calling 3 times over a two week period, my order finally shipped somewhere around the 20th day. That was only after talking to someone on the 3rd try who went and asked the warehouse why it hadn't shipped yet. Not happy at all. Great product, not great service.

Their website even states that you should be able to track your package within 24 hours of placing the order by entering your order number... zip, zero, nadda. Never even received a shipping confirmation, it just showed up one day.

And unfortunately, I'll probably have to suffer the same thing in the future when I order more of the pattern I bought.

 

[MaineSkiLady]

Sol, this order was for the Keen Newport H2 sandals we talked about! Bottom line: not needed as yet, but that's not the point: they indicated ship by 4/15, didn't ship til 4/23, and no ship confirmation e-mail. I'd also put in an e-mail query as to the status of the order late last week. No reply. Phooey. Despite good sale prices, I'm passing on this merchant from here on.

 

[SkiNurse]

I've ordered a few things from mountaingear.com.

I would have to say the customer service was really great...but only cuz they were telling me that what I ordered was no longer in stock!

 

[sibhusky]

I had a lousy experience with Helmsports. I ordered Recons from them on a Wednesday in a 167. Got one of those instantly-generated confirmations in email. Two days later I noticed that the 167 was no longer available. Waited over the weekend and asked if it had shipped or not. Waited. No answer. Picked up the phone, spoke to someone who told me they were out of it, but had ordered it from K2. Then, about an hour later got an email that they were out of it. Responded to that email telling them that they had just told me that it was on order. Guy answered me that he didn't realize his boss had ordered it from K2. Told them I was willing to wait. After another week went by, logged in and saw that item was "shipped", but no tracking info. Called. Was told, oops, someone had checked the wrong box, should say order is on Hold. Was also told skis were supposed to have arrived the previous day, but still weren't there, so they'd call K2. Gave them my cell phone info for them to call me back and let me know what was happening. They said they'd call me the next day. Next day comes and goes, and another week comes and goes. Email the guy who has emailed me, and several other email addresses I found on the site. Waited two more days. Canceled order. This was now three weeks later.

Got them from Formulasports for $50 less. They provided EXCELLENT service.

 

[vanhoskier]

Hmmm...I've ordered a few things from Mountaingear.com but can't remember. Weird though, because they just sent us a copy of "Rock and Ice" Magazine, out of the blue, even though I know I haven't ordered from them in about a year or so.

I think I ordered climbing shoes. I know I didn't keep them, because the ones I have, I ordered directly from the company (Evolv).

 

[IdahoSkiGirl]

I love Mountaingear.com, I have ordered several items from them and never had any problems...weird.

 

[Solincia]

Sol, this order was for the Keen Newport H2 sandals we talked about! Bottom line: not needed as yet, but that's not the point: they indicated ship by 4/15, didn't ship til 4/23, and no ship confirmation e-mail. I'd also put in an e-mail query as to the status of the order late last week. No reply. Phooey. Despite good sale prices, I'm passing on this merchant from here on.

That's good to know. Perhaps I'll look elsewhere for less hassle. Thanks for the heads up! I was just about to order those too!

 

[MaineSkiLady]

^^^ I just got the ship notice yesterday, and order is via FedEx. Haven't tracked it yet (probably not available til later today). Ordered 4/11, shipped 4/23. I'm not in a hurry for the order, but when I did order, the info was that shipping would be 4/15 (?? ) Since these are $30+ less than retail, probably worth the wait?? But anyone who might need gear fast... The CW-X compression tights also took at least 12 days, as I recall.

 

[sibhusky]

I just got the same sandals at Backcountry.com on their 20% off sale for $71.96. Not $30 off, but that included shipping. Ordered and received in just 3 or 4 days.

I guess you must have fit in the $59.98 plus $6.95 sandals at Mountaingear? Total of $67 not that different from Backcountry.

 

[Jilly]

I love my Keen sandals. Got them at the MEC end of season sale last September. Green in colour, but who cares. Great for the dragon boat races and our own boat.

We don't have the mail order companies here in Canada, like you guys have in the states. And I hate to order anything from the states because of return issues. Takes forever to get the new product or refunds. But last week when I was in Toronto, Land's End had opened a "boutique" inside of Sears at Sherway Gardens. Its nice to be able to try stuff on and then buy it. Got some of my favourites.

 

[MaineSkiLady]

Okay, they'll get here 4/26. Not the end of the world, considering it's not altogether sandal season yet. And $49.93 was still the best price I'd found.

Glad you have Lands' End availability now, Jilly. They were located 40 miles west of where I used to live, with outlet stores abounding in the region (including the biggest one a the main warehouse). They recently had a nice soft shell jacket for $39 (!!). Got it, fits perfect, great features, love it. When I think of what some of the "big" brand names are charging for same features.....

 

[vanhoskier]

The Keen sandals will be worth the wait. I have 2 pairs and I love them. I practically live in them all summer long.

I think Mountaingear is a MUCH smaller operation than Backcountry, which partially explains the lag in shipping.

 

[MaineSkiLady]

^^^ Yeah, totally. Retail for 89 now. These are def the water sandals of choice for me and DH all summer, what with his scuba diving and both of us waterskiing. GREAT shoes---however, they do tend to get a bit rank in the shank ( ) after a few years' of getting soggy.

 

[SkiNurse]

I think Mountaingear is a MUCH smaller operation than Backcountry, which partially explains the lag in shipping.

Backcountry is a huge operation as evidenced by all the offspring from it: Tramdock (skier site), dogfunk (boarder/skater), SAC, whiskeymilitia, geartrade & gearengine...oh, and of course their outlet.

QVC bought the mothership, Backcountry, last year.

 

[jaydog]

I've ordered from Mountain Gear several times and never had a problem.

Did the drop-down menu when you ordered specify "ships next business day"? Sometimes when I've browsed there it will specify "ships in one week."

 

[MaineSkiLady]

Ordered 4/11. Specifically stated "ships 4/15." Didn't ship until 4/23. Would have really been nice if they'd have notified me of the delay. I would NOT have canceled the order but sure would have felt better about the company. Communication matters.

 

[Ski Spirit]

Agreed, communication is great. I usually buy at Backcountry if the price is competitive (which it often is) because the service is so phenomenal and there are no issues w/returns. I don't expect as much with smaller companies. But, the latest thing I experienced with a very small on-line outfit...was no return (the color did not look the same in person at all as on the web) or there would be a 20% restocking fee....so I exchanged it for something I don't need at all because there was so little left to choose from!!!!!! So, I will be a little bit more cautious about looking at return policies when buying from unfamiliar outfits.

 

[MaineSkiLady]

Not a full retraction on my part, but at least a bit of redemption for Mountain Gear: later in the day of this thread/post, they finally DID send a ship confirmation, and the order was received today via FedEx. So---apparently once they actually get the stuff out the door, it's fairly quick. Overall, however, given that this is the 2nd order that took f o r e v e r compared to other online merchants I've used, I think I will pass on ordering from them again.

 

[Native Vail Gal]

Good Lord! How do you people keep all of these shops straight???????