MooseJawReviews 79

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...

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.

If I could have given this company no stars I would have. This company is impossible to work with. I purchased a coat and ended up buying the wrong size. I attempted to do an exchange online and the site seemed a little off. I contacted Moosejaw and after listening to their ridiculous turkey sounds while waiting on hold for hours I finally spoke with someone who said that they could see my exchange and that I had submitted it myself. I confirmed the exchange information with them and then went one step more and printed the page wrote on it the exchange information and highlighted it with highlighter. I placed this sheet on top of my coat to ensure that it was not missed when the box was opened, and guess what? THEY ISSUED A RETURN AND REFUNDED MY MONEY! Yay! I then called again after receiving the email that they issued a return and sat on hold again to listen to more ridiculous turkey noises for hours to get a new employee to the company and had no idea how to do their job. Well after a total of 45 minutes on hold with them they finally just hung up on me and even though they had my phone number never called back to continue to fix the issue. So again I called and waited on hold and guess what? I got another new employee that had no idea how to do their job. She also left me on hold but I was lucky this time only one hour of waiting for her to tell me that I was all set and they gave me an extra 10% off my order. Well after several days of waiting to get my coat and receiving nothing I called Moosejaw only to find out that they refunded my money and never shipped out a new coat. SHOCKING! The guy was so nice to upgrade my shipping at no cost to me to now actually send me the coat that I should have gotten only problem is he processes the order and charges me $28 for my free shipping. So don't you know I get the luxury of calling back and waiting on hold and hoping someone refunds me the shipping costs. Cant' wait! Save yourself the trouble and use another company. Don't waste your time. I will never order from this company ever again!

Doing a little research before buying stuff I saw that no one would recommend moose jaw. I don't listen to reviews but 5 out of 6 times it was a very good experience. Sometimes you will receive someone else's return in nice condition; you can't be picky for great deals. Every product has arrived promptly, clean, authentic, and in good working order. Everything is new with tags, and shipped in very humorous packaging

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 was a moosejaw advocate, but like many corporations greed takes over customer service. I recently made a purchase of a harness that despite the size guide ran small and asked for an exchange. Expecting people to get a size right the first time on an order is ridiculous. Further, making an excuse that they can't re-sell items that have been mailed out is also a really bad scheme to only support the company. I have totally made exchanges with them before on climbing equipment that they "Couldn't sell." Usually people take care of their customers that spend loads of $ over the years. The company only cares about undercutting their competition and as soon as they do they change their policy. Very disappointing. I plan on cashing out my points on my next purchase and to not use them again.

Avoid Moosejaw. They are poor in customer service, have high prices and limited selection and are not knowledgeable about the products they sell.

I ordered a product from moosejaw that was quite expensive and had never ordered from them in the past. I have to say the experience couldn't have been better, my product came 4 days early and was packed well in perfect condition. I will definitely do business with moosejaw again, without hesitation.

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.
What is also clear to me from looking at other review websites (Yelp), that there are no responses from Moosejaw customer service to any reviews that are posted. That tells you a lot about a company's commitment to customer service.

I bought a mini bag as a gift for my wife & used PayPal for the purchase. She didn't like it because it was way too small so I wanted to return it.
1. You have to pay for return shipping which is ridiculous since I could have bought the same bag from Amazon w/o return issues.
2. If you use PayPal for your purchase, you won't be able to get their online $7.95 FedEx return label supposedly because it explodes their computers. More ridiculousness.
3. Now I have to call customer service and deal with them to get it returned.

Will never buy from them again.

I recently reviewed a product on Moosejaw and included actual photos of the faulty product. However, because my review was negative, and Moosejaw is apparently beholden to the companies they work with, they decided to pull my negative review to keep their client (Zamberlan boots) happy. Here is their email reply they sent me:

We are terribly sorry to hear that Zamberlan's customer service did not live up to your expectations. We have only ever had positive interactions when working with our partners at Zamberlan. But, it seems like you were pretty disappointed in the service you received there recently.

We understand your frustration and desire to vent, and sincerely appreciate your intent to warn our future customers. However, because Moosejaw was not involved in this particular encounter, we are unable to have full transparency over what occurred. Regrettably, because of this we do not find it appropriate for us to get involved and display your review publicly.

We hope you can understand where we are coming from, and this doesn't make you think less of us. As a thank you for your time and words, please accept this 15% discount to use on a purchase at Moosejaw.com. We have brands other than Zamberlan.

Thanks again, and Love the Madness,
~Rocko

I was submitting an honest review of the product, with actual photos of proof. What does it matter if the boots were purchased off of Moosejaw? I had a similar experience with Cabelas once, who deleted a negative review I actually did buy off of their website. Let's be honest here Moosejaw... the fact that I didn't purchase it directly from your website has nothing to do with why you pulled my review. You pulled my review because you are pressured by your "partner" Zamberlan to remove negative reviews.

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.

Purchased 2 pairs of socks PM of 6/28/22 and realized I ordered the wrong style of socks. Checked the status of the order AM on 6/29/22 and was in process. I reached out via chat and requested a cancellation of the order. I was told the cancelation window for an order is 15 minutes. Quite ridiculous and not a very good business practice. Last order I will place with this site. If you order make sure it is what you want. Return cost is $7.95 which on a small order is not worth the return.

I was lied to about shipping from Moosejaw was told two day shipping and it took two weeks I was told that so I would spend money with these people BEWARE OF THIS COMPANY

I ordered a piece of travel gear from Moosejaw, and bought, because they gave me a reasonable delivery date before my upcoming trip. Unfortunately it was bogus info. Instead of arriving prior to my trip, for which I needed the product, it never arrived. When tracking the shipment I found that my gear was traveling thousands of unneccessary miles to reach me and could never be delivered before my departure date. Do not accept the free shipping unless you are okay with the slowest delivery possible. Thanks for NOTHING Moosejaw.

I ordered a pair of gloves from here because I had an old pair of the same kind that was falling apart. I chose large which was the same size as my old gloves and they were massive (poor quality control), returned them. Ordered medium and they were way too tight so I requested a return and exchange. I ended up only receiving a partial refund and no exchange while eating the cost of the shipping because they apparently don't do exchanges if you paid with Paypal. If I had known I was going to be charged for return shipping then I would've returned the second item I ordered with the gloves as well which I used as a filler for free shipping originally since they had a "sale" on the gloves which required a $50 minimum for free shipping.

I bought one pair of under garments with a well known brand name. The fit was horrible and I returned it and had to pay a return fee which was reasonable. I then ordered a different brand and waited for its arrival. When the website described the arrival status I realized that the second pair did not come. I reported the incident back to Moosejaw. I got a wonderful response of "report your stolen item to the police". Thank you so much Moosejaw for your wonderful and thoughtful customer service. Good luck with thinking that this is acceptable practice.

I've been shopping at Moosejaw for years and used to absolutely love them. However, my most recent order will be my last. I purchased a North Face coat for an upcoming trip, and it arrived filthy, covered in face makeup and perfume, visible dog hair on the coat, with food crumbs and a used tissue in the pocket. When calling customer service (which also used to be awesome) I was met with rude treatment and snark. Maybe Moosejaw should focus a little less on trying to be hilarious and goofy in their interactions and more on providing some semblance of customer service to those who have supported the company for years.

I ordered a Niner bike from MooseJaw. The bike arrived with an issue making unrideable. With the bike shortage I didn't want to return the bike, but wanted it fixed. MooseJaw did everything in their power to get me to that point. They contacted Niner, who wasn't much help. They contacted XFusion, with the same results. They even called my bike shop to coordinate things. Folks, it goes without saying NO company has a customer service team that goes to this extent. MooseJaw's customer cares, they truly do. Kudos to MooseJaw!

Moosejaw, I will forever hold you close to my heart for having this Bellroy Apex backpack in Raven that has been sold out for weeks and weeks on Bellroy and other online retailers. You only had one left!
Not only did you have the item in stock, you provided a discount for first responders which won me over as a fan of Moosejaw for life. Your team shipped out the item quickly and efficiently. Thank you for such great experience. These experiences are hard to come by via online retail and you shined like a diamond!