"Tried to return 500 dollar Marmot sleeping bag. Requested a return by filling out a return authorization request on their site within 30 day return window. Got no response so i sent them an email. Still no response so I called and left a voicemail. Its a busy time of year so thought I would give them benefit of the doubt. Three weeks later and no contact still. Nice sleeping bag though"

"I ordered a discontinued jacket at a significant discount from Moontrail's website. The order was shipped promptly and I received a tracking email. The jacket arrived in new condition and I was very happy with it."

"**UPDATE** After my initial review, Moontrail reached out to me and shipped me a replacement jacket at no charge. Just received and it looks great! Thanks for saving the day!

I will happily up the stars on this review if they can do better for me. My currently customer service situation is very sad/unacceptable.

Was thrilled to find an Arc'teryx jacket for my husband at a great price (absolutely can't afford it full price). I guess it was too good to be true. :(

I ordered it on Dec 5, plenty of time to arrive for Christmas. The UPS status says it shipped, but nothing has happened since Dec 10. I called UPS for an investigation and they told me I needed to call Moontrail.

When I called, the gentleman I spoke with was pleasant but unsympathetic and it was clear they weren't going to help me, aside from giving me a refund when the investigation is up. They had a jacket in stock, but told me I'd have to order it outright/they wouldn't send me a replacement. (See the part above where I wrote I cannot afford a full-price Arc'teryx! Similarly I cannot afford two sale-priced ones). Now I have no present for my husband.

I really loved the idea of purchasing from a smaller store rather than Amazon, REI, etc, but I am officially unmotivated to shop small again. I would not recommend this store to other buyers, either."

"Bought a jacket, after taking off tags decided to ship it back. No worries they said, we'll take it with a 15% penalty for missing the tags, here is an RMA number. I shipped it back. Well the 15% turned into a 50% penalty. They said it was in a used condition with a foul odor. None of that is true. "

"Not a positive experience for me. I disregarded all the negative reviews and bought a arcteryx jacket for over $300.
I tried it on and decided to return it because
I didn't like the fit. Now I am arguing with them now because they say, "We do not accept returns in used condition".
Rip off!"

"Ordered a Arcteryx Jacket and the price was the best and the shipping an communication was Excellent."

"I love this store. This is one of the only online retailers that takes its own photos of all the gear it sells. I really appreciate this because everybody else uses stock photos. Great prices, fast shipping, and excellent customer service. Moontrail should be one of your first choices for gear."

"I bought from moontrail because they seem to be the only legitimate online store that sold Snow Peak-TW-180 Kanpai Bottle 350 at the time of this review. These are very premium thermos and are very limited in stock everywhere. Their website's very basic and at times can be annoying to navigate and search. The best way to get your way around is either by category or by brand. The search function's not very accurate. I ordered this thermos on 01-31 and it arrived 02-07 just as described, not some fake chinese knockoffs but the authentic product. Overall pretty good experience here and will shop here in the future."

"Good prices, as advertised. Service fine."

"Moontrail is very responsive to questions via e-mail and will go a long way to make sure the customer is satisfied.

Up to date stock info on website, fast order handling, good packaging, fast shipping, good prices (especially with their bonus points system) and excellent customer service make for a great shopping experience.

Highly recommended."

"These guys are amazing! I love the "bonus point" system. I ordered an expensive sleeping bag that I had been wanting to get(Moontrail had the same or lower price as everywhere else) and got $50 in free stuff!, including a Snow Peak titanium cooking pot, Ti spork and 6 Ti tent stakes! They provided an email with the tracking number, and the order arrived very quickly! Doesn't get any better than this.

I read a great review of a sleeping bag, I knew they carried, on a famous light backpacking site, and noticed the reviewer (and every other site on the planet) had the bag listed at $279, but I remembered that Moontrail had it for $189, so I went and ordered one right away.

They have one of the best online inventory tracking systems of any company I have ordered from. If they don't have it, you can't order it. And if you aren't sure you want to pull the trigger, put it in your basket and you have 3 hours to complete the transaction, and this is temporarily reflected in their online inventory!"

"Fantastic prices, fast shipping, and a great selection with plenty of photos so you know exactly what you're getting.

I ordered a Benchmade 710D2 and I know that sometimes when you find a really good price on a knife, it's because it's dull or the lock doesn't work quite right or there's some other defect, but it arrived factory sealed with a razor sharp blade and everything is in excellent working order. I will certainly do business with them again."

"Awesome service. Fast shipping. Sent me tracking
right away. Their website has a great inventory system so you'll never order something out of stock (unlike some other merchants). There was one left of this knife and after I put it in my cart the inventory status said (last one in your cart).

Sent me a tracking number right away and notified me when it shipped right away. Price was lowest as well on the web. Would definitely order again."

"Ordered a Brunton 5006LM online. Great price and it arrived exactly as ordered, a day before it was promised. Would definitely do business with Moontrail again."

"I ordered a Brunton Solaris solar charger, after doing some searches on the company and finding nothing negative.
They responded very quickly and honestly to my emailed question - about something that would not be in stock until November. After ordering online, they dispatched the item the same day I think, and emailed me the tracking number.
I recieved exactly what I ordered a few days later (US to Austraila).
Five stars for customer service and prompt dispatching, plus I like the layout of their website too."