"Proceed with caution"

• Don't get took buying another company's “sale” items from MEC. Go to the Brand's website before paying. Buying directly from the Brand is often cheaper. I bought a jacket that sells for $399.99 on “sale” for $238.94 (40% off). I could've bought it directly from the Brand for $119.99. Now I'm stuck waiting weeks for a price match – and the Brand's price dropped again for Black Friday on their own website

• Don't use PayPal when buying from MEC online (reason #1). If you return items in store MEC gives you a store credit – not credit back on your credit card

• Don't use PayPal when buying from MEC online (reason #2). MEC claims that PayPal orders are hard to cancel and their refunds are difficult to process. This isn't true! I've never experienced this with another retailer using PayPal

• Report MEC to your credit card company or bank when they take too long to give refunds or match prices. They will intervene on your behalf, don't wait months to get your money back, unless otherwise stated

• Remember MEC is owned by an American equity firm. Consider buying from - and being loyal to - your local independent sporting goods shop

"10 weeks still waiting for a refund!"

Placed an order online for instore pickup, realized I'd ordered the wrong item, emailed to cancel the order. The money had already been taken from my account, I was told a refund would be processed within 5 days. So after 4 weeks I emailed again, no response, so I called customer service and was told there's a delay processing returns. Here I am, 10 weeks later, no return processed, customer service aren't answering calls, nobody on live chat, and not getting a reply to emails. So I spent $750 an something that never actually left the store, it has never been in my possession. Avoid MEC at all costs, not the company they used to be. Totally unacceptable.

"ONLINE BUYERS BEWARE"

DO NOT ORDER ANYTHING FROM THIS COMPANY!
Like others have said, it is the absolute worst customer experience ever (couldn’t reach anyone through their live chat line (if I could get the form to come up at all - tried over several days), emailed weeks ago and got no reply, and then finally sat on hold forever waiting for someone to answer). The rain suit I ordered said it would be to me in 6 days - it is now a month later and still no word from them as to why the hold up. I tried going online as if to order the item again and it still says it would arrive in 6 days - no further info about it not being in stock or on back order. I will never do business with this company again and will be sharing my experience with friends and family.

"Don't purchase anything from MEC!"

In August 2023 I purchased a FireCan for camping. The product was defective and did not stay lit. Also, the item description on the MEC website is materially incorrect. I immediately returned the product to the MEC Returns Centre via Canada Post and have the delivery confirmation. After multiple follow-ups I have yet to receive a refund or response from MEC. Separately, my wife ordered a pair of hiking shoes. The shoes were USED, not new. The Returns desk gave her a hassle about returning them.

"Wow! horrible experience"

Wow!! Have never experience such a thing with such a major brand. I have tried for 2 weeks to cancel an online order that was placed for store pickup and I literally cannot even reach their customer service department! On hold for ages and they say “leave your number for a customer service rep to call you back.” Did that 2 times no one ever called. Thought I’d try their chat box online, after waiting forever it said “leave an email as wait times are longer than usual.” So I sent an email and no response for 2 weeks. This is absolutely insane. I need the credit back on my card and cannot reach any form of customer service, this is not okay. I thought I’d try their head office but can’t even reach a human to speak with.

"No customer service any more"

I've been purchasing outdoors gear from MEC for close to two decades. In the past I've had plenty of good experiences. Not any more though, apparently.

I ordered a pair of boots online. Got a confirmation message in my email box that said they would ship soon. Waited more than a week and the boots weren't shipped. So I called the customer service number. I was stuck on hold for about 20 minutes and couldn't get through, so figured that I'd try their online chat service. Again, waited more than 20 minutes in their online chat and no customer rep showed up to chat with. Finally I tried emailing customer support. Wrote a detailed email including the order number, my member number, and exactly what the problem was. I got a response email saying that email requests usually take no more than a day. Waited three more days - no response.

Made another phone call, this time I just stayed on the line until a customer rep would talk to me (took more than half an hour on hold). She told me that the boots had been shipped to the wrong warehouse and that she would fix it. But she couldn't tell me when I would get the boots shipped to me, or why they hadn't been sent to me. And I have no way of knowing if my order is on it's way. It has now been two days since that phone call and I still have no boots or shipping notice.

I guess I'll have to contact them again and try to cancel the order.

"Much like most reviews here"

Much like most reviews here, online experience is horrendous. If MEC management needs help fixing their e-commerce experience, they can reach out to me and I would be happy to consult and fix their customer experience.

For a giant retailer, they sure have no clue on how to do ecom. You're getting orders cancelled left and right, at the same time tarnishing your brand.

Waiting over a week for an order with no updates, customer service can't tell you anything at all. Just invest money and you'll get money in return.

"Cancelled on line order"

Ordered an item online, followed up at my local store as I was not receiving any updates. They reported they were having computer issues. They called customer service and I was told my item would be priority shipped to my store. Followed up one week later with customer service to be told the item I ordered was out of stock and they are cancelling my order. Such a frustrating ordeal!!!!!!

"I really love it!"

I really love it!

"No replies when contacted"

I ordered an item to be picked up instore, but never got to. Usually the store would refund after no pickups, but MEC never did. I tried to contact them, and they never replied to my request.