"Dec 1,2023 on line order"

Dec 1,2023. my wife picked a coat at the Laval store. Her size was not available. The service person verified that stock was available on line. Later that day I placed a on line order. I verified multiple times over the next week + and still have the following message (Order being processed: We're on it. Your order could be on a forklift or being put into a box. Check back soon for updates.) On Dec13 called the service line twice and both times waited over 15 minutes with no response. Left a call back number numerous times. On Dec 14 finally received a call back and news was your order is now in North Vancouver. Asked if they could verify if the stock was there and the order would be shipped. They could not. Asked to speak with the manager and received apologies but he could not advise if it would be fulfilled. Received a $40 gift card for my problems but still do not know if we will receice the merchandise.

"Awful Online Order Experience"

After an order went wrong (missing package), I tried to contact the company and it has been a total disaster.

1. Extremely long wait times (1hr+) to get an agent, no callbacks after promising callback, unable to get through on the phone, had a call dropped once after a 1 hour wait and am STILL waiting in the queue now.
2. When I did get through to them last week, they told me to wait two weeks to see if the package shows up. This is after Fedex already told me the order is missing. This is also against the MEC.ca policy page on missing package, that states MEC must be contacted within two weeks.
3. No email trails provided to me, no case number provided to me, no proof of contact whatsoever. IF they wanted to (or continue to be incompetent), they could easily act like I never reached out to them and claim that I blew their missing order policy.

Its taken me hours upon hours now, and still no resolution - I regret deeply using MEC gift cards, because I cant dispute (as I could with my credit card). It would have been less time for me to order in-store and just pick up the package.

"Very bad experience with on-line purchase"

I have ordered a bicycle computer bundle online. It arrived as incomplete order - only computer without sensors (bundle). Tried to contact their customer service thru phone or messenger, no luck after 30-40 mins of wafting.
Then, went to their Calgary store to exchange but the bundle was not available. They offered a refund, and it took over 30 mins for the approved return transaction to my card. So much wasted time and frustration to buy one simple item on-line. No more....

"On m'écrit par courriel deux mois après…"

On m'écrit par courriel deux mois après un achat effectué en ligne et qui s'est par ailleurs très bien passé, que ce que j'ai commandé et reçu, n'a pas été facturé à ma carte de crédit, et qu'on devait maintenant me le facturer. Deux mois après c'est ordinaire. De plus, le courriel était écrit en anglais.

"I purchased a jacket online before…"

I purchased a jacket online before BlackFriday on 22nd of November 2023. MEC waited for BlackFriday week to finish and then sent me email that item is out of stock and I have to wait 3-4 weeks. A week later they canceled my order. I lost time and opportunity to buy item at lower price in other store.

"Awful customer service!!"

Awful customer service!!! STAY AWAY FROM THIS COMPANY.

Ordered something online for store pick up and it took forever to receive the “pick up email” so i decided to go to the store and purchase the items myself. That was 2 weeks ago! Since then, i’ve emailed them, call them (unable to get thru) been promised a call back (no one called back!!) absolutely disgusting… they took my money, and there is no hope for the refund. At this point i am not sure I’ll get my money back. This company should be reported to be better business bureau. I much rather go to any other store or even amazon. DON’T WASTE YOUR TIME AND ENERGY WITH THIS JOKE OF A COMPANY!

"Low stock, no order updates, customer service doesn't call back."

There was low stock on common sizes at very beginning of winter season. I ordered mitts online to be shipped to Langley store for pick up. After 5 days I called for update. Was on hold for 1 hour, then left my info for call back. Never received a call back. Called again next day and someone answered after 1.5 hours waiting. They were very polite and helpful (hence 2 stars and not 1). Said mitts were coming from North Van (1 hour drive to Langley), but they didn't know when they would be delivered. Been 7 days now and no news. Called MEC twice to cancel order (I found mitts somewhere else in mean time) but no answer and never got a call back. I really loved MEC when they were a Co-op. Now just disappointed. Probably shop at REI to support a Co-op.

"Sad decline of MEC under new name and owner"

Oh, for the days of the co-op. What has become of MEC is very sad. I am walking through here now, looking for specs on the winter coats, which are only half up and half down. I just lined up for 15 minutes to pick up an item I already paid for. It seems like the only person on the customer service desk was frantically looking for a missing items for one customer, but held up everyone else, while the multiple cashiers stood there doing nothing. Walking upstairs I see the phone ringing off the hook and nobody seems to care about answering it. It seems like the biggest focus here is on security. Burly security guards at the entrance. I walk around the sparse stock upstairs completely ignored by any associates. They are very careful in the change rooms about how many items you take in, loud, walkie-talkies, blasting on every employee as they breeze by, ignoring customers. As I say security appears to be a number one priority. I know they have taken on the old logo of MEC with the little mountain, but I can predict a quick death to this place. Very sad, I have many items from the once competent and reliable company that the co-op was.

"Great team-work and patience"

I bought a hydro reservoir on-line during their Black Friday sale weekend; opted in to their interest-free 4x pay through a third party MEC partner Klarna. Klarna charged me but when I followed up with MEC there was no record of my purchase and the product was out of stock.
One of the Langley store Managers, Tanner, met with me in-store to quickly help resolve my problem by refunding the Klarna charge and stayed with me until I was satisfied with a replacement reservoir and new price.
His colleague, Simarjit was a whiz at the cash register helping with the refund and new purchase with a better option, matching the sale price.
Thank you to both gentlemen for helping me have an excellent client experience. A little help goes a long way and in this case, a Lot of help was offered.
Sincere thanks.

"Customer Service Phone Response is Terrible"

After placing online order, could not get customer service on the phone to correct my email address. No "call-back" received.