"I ordered a North Face jacket on the Moosejaw’s website. I received a USED jacket. Used! As in rubbed-in dirty sleeves, greasy stains, “worn-by-a-slob-for-at-least-two-months used.” Any half-decent retail business would be deeply ashamed and would offer an overnight replacement, a rock-bottom discount, or anything really, to compensate the customer for the lost time and the unpleasantness of receiving a filthy piece of clothing. Moosejaw’s solution—they “will accept a return.” The manager wouldn’t even take over the call, which tells me that they did not think that something out of the ordinary happened when they sold a second-hand item in place of a $300 jacket. I am returning everything I bought from them tomorrow and taking my business elsewhere."

"I used a coupon for 2 day Free shipping but when I got to the checkout it was changed to free economy shipping which I didn't catch. Now my stuff is stuck in FedEx Smart post hell - just 15 miles from my home and hasn't budged for more than 2 days. Now it will take the best part of a week to get a package delivered from Michigan to Ohio. Ridiculous"

"Great website and store. Been ordering with them for a while and I love their gear. It always comes in handy and keep me warm :)"

"A little pricey but i don't get why it has bad reviews i used a camelback payed cash didn't like how it fit after i took the tags off they gave me all my cash and then toured me around to show me better things for my back. I also had redeemer points so i got a pair of gloves but i didn't have enough points to pay for shipping so i called moosejaw eventually figuring out i was a few points short and they paid the difference not to mention they paid for 2 day shipping this store is my favorite store i now have personal friends that ive made just from talking about my love of climbing . moosejaw is at its peak in my opinion"

"I have only purchased one item, a Marmot sleeping bag, from Moosejaw. In the end it was actually drop shipped from Marmot; took about 10 days. If you are not in a hurry this place is a worthy option to consider. The chat service they offer is good and the rep was very polite, patient, and helpful in helping me with questions regarding this particular bag and the options associated with it. The possibility to negotiate should not be overlooked. They not only matched the price of one competitor they also matched the price match +5% of another which made the final invoice look like something generated by Blue Cross Blue Shield but.......at the end of the day...... Good price good service......very slow shipping."

"DECEPTIVE SALES and PROMOTIONS... STAY AWAY OR AT LEAST BE SURE TO USE THEIR CHAT OPERATORS TO VERIFY ANY PROMOS OR PRICEMATCHES BEFORE YOU ORDER FROM MOOSEJAW since its your only defence from getting screwed.

i verified with Moosejaw that i could do a price match and still qualify for the promotion then later told no by a different person.

i was told up front that my order would ship and i would get a promotional code that day (part of their terms and conditions for the promo) so i could buy while a sale was on... later told no you will get your code in a couple days (when the sale is up).

their terms and conditions said their gift card was good online or in stores... then an operator says "sorry you have to come to a store (an hour drive) to redeem that". he agreed only when i copied and pasted their terms and conditions page to him.

every time they do an adjustment i ask that i get a confirmation email so i know it took place. so far to date (after multiple request on multiple orders) have never received one.

i started an order from them since they had a hard to find item and i used some promotions etc but now that its all handled (painfully and with much pressure on their staff to do only what they promise they will) i won't order from them again.

there are a lot of vendors out there with MUCH MUCH better and more upfront service and policies. theres no reason to deal with a vendor like this.


"

"This store has overcharged me and did not fix the error upon my calling. I had waited for over four weeks for the beanie hat I ordered. When I called to inquire about my order, they apologized for the delay and guaranteed free shipping. However when the order came I noticed that not only was my shipping not free, but I was also charged an extra fee for "expedited shipping" I was overcharged $11.90. When I called about my invoice, the customer service did not properly check the invoice record and did not correct the mistake. I am not sure if I should dispute the charges with my credit card and where to report this store. I would never recommend this store to anyone else. Trying to get the money back for unfair charges is a lot of work. Invoice charges should be consistent with the order."

""cheap and dirty", that's all i learned from the order and return i placed with them. Speechless with their policy and customer service. And about the "jokes" they made on their website or in the order package, not funny at all, just remind me of an uneducated clown. I do wish there was a negative five star choice, because they don't deserve one star"

"I have purchased boots from Moosejaw in the past and have had great service and good products. This year I purchased pair of boots the same brand and style as last year. High end boots ~$250. When I started to wear the boots I had considerable pain in my left arch. I thought maybe after wearing them a while they would beak in and become comfortable like my old pair. No such luck! Something is wrong with the arch in the boot. If I stop wearing them for a few days my foot quits hurting.

I contacted Moosejaw and asked them if could return them for store credit so I can get another pair of boots. The answer was no! I sent a second and third email and they didn't even answer them! They have lost my business and I hope your too! "

"I purchased a pair of Merrell shoes on Moosejaw, when ordering the estimated delivery date for FedEx 2day shipping was for 12/17/13. I placed the order online, the next day I receive the estimated shipping (not delivery) date is 12/18/13. So I contact customer service, they tell me the product is being sent directly from the manufacturer because they don't stock it? It wasn't in their policy to delivery this product by the date given. I asked how this was to be remedied, would they switch shipping absorb the cost and get the product by the time the website state. They told me the shoe's page stated this would come from the manufacture and it would delay shipping. I told them to cancel the order, I was told it was too late, and yet the date at this point is 12/12/2013. No were on the site does it state anything about products shipping later if the store does not stock them no where does it state the shoe is not carried by the store, nor will there be shipping delays. This merchant is deceptive, I would not recommend ordering for them if you want packages showing up on time. BUYER BEWARE! This company acts like it is above their customers, phone staff lies, and was told to lie by management."

"This is a review of their internet/phone order service. I initially purchased an Arcteryx jacket for a certain price, no issues with purchasing or receiving the item. It came with a manufacturer defect, so I returned if for an exchange. When I received the item again, I checked the invoice and the price didn't match up with the original invoice hat I had originally received. I became quickly suspicious and checked my credit card statement. As I had suspected, they charged my credit card with a new price WITHOUT my authorization. I had gotten my jacket for a discounted price and after I exchanged it, they charged me the retail price. I was LIVID. What gives them the right to charge me MORE for just an exchange WITHOUT my consent? The jacket was not damaged, all original tags were still on it, it was 100% new.

I just wanted to make people aware of this underhandedness. It is true that this just happened by chance and I was just unlucky and that their business practices are sound, but nonetheless it needs to be brought to light.

I called them, they reversed the charge but at no point in time did they ever apologize for their flagrant mistake. It would have been nice for some compensation but that's just wishful thinking. Having said that, I do EXPECT an apology. Unfortunately, they will receive a complaint from the business bureau.

The reason for the 2 stars is that I've had better customer experience with more and less at stake."

"Moosejaw rewards are not available for all products Moosejaw sells. You can only use the reward points on the product Moosjaw wants you to buy. Their points program are worthless and will not being giving Moosejaw further business. "

"Ordered a Kelty pack for a Hawaii backpacking trip. Item was the best price available on the web, and was shipped quickly and delivered before the anticipated delivery date. Overall, I would highly recommend MooseJaw if you need outdoor products at great online prices."

"Not a bad place but their claim to 10% back on every order - via 'Rewards Points' - is deceptive. They have a cumbersome process of redeeming those points. You must use your accumulated points to pay for an order in its entirety. You cannot - for example - apply reward points to some of the purchase price of an order and use your credit card to pay for the rest. They just won't allow it. As these points have a time-limited shelf life, I suspect that many folks never use them up at all. I'm about to lose $10 worth of them as we speak. They - on the other hand - are about to lose all my future business."

"I was a pinch reluctant to shop at Moosejaw.com due to some of the comments here, but I took a shot when I realized that they actually have a retail presence at a local shopping mall.
I found the ordering experience to be very smooth, with the exception of a credit card problem I caused myself. Two calls to customer service including a quick call to ask a question about a color were as pleasant as could be.
Product shipped very quickly."