We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Sporting Goods Retail

Mountain Equipment Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

This business has 1 alert

Complaints

This profile includes complaints for Mountain Equipment Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Mountain Equipment Company has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered 2 pairs of pants to be delivered by ****** ****(according to website), posted charge to my **** Aug 24, 2023.Sent by ***** which cannot leave a parcel at my building, so left at a store for pickup. The store hours were Mon-Fri **** only so unable to pick up parcel. Sent 3 emails requesting refund. No response other than once, which was well look into it. Tried online chat, still unresolved. 1st email was Sept 19. Transaction amount $151.11.Have now disputed transaction with **** but I should not have to do this-the merchandise is back in their possession and this has been an issue now for 2 months.

      Business Response

      Date: 03/11/2023

      On November 2, 2023, the MEC ************** completed the refund for order ************. It usually takes 3-5 business days for the order to appear.

      We trust this clears up the issue. If there are any outstanding questions, please contact the MEC ************** at ******************************

      Thanks,

      MEC

    • Initial Complaint

      Date:25/10/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a backpack on July 21st. A few days later another colour went on sale for half price, so I purchased a new one and returned the old backpack with a return label. It was delivered on Aug. 2nd. It's Oct. 24th and after contacting the customer service line in September I was told it shouldn't be to long. I contacted them again on October 18th and still have not received a reply. I have attached an invoice along with the tracking proof that the bag was returned. Return ID I was given when I set up the return ********. Waiting 3 months for a refund is unacceptable.

    • Initial Complaint

      Date:18/10/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the ***** ***** *** for $122.03 on August 17, I returned it shortly after via ****** ****; MEC recieved it and signed for it on September 1st. (Order #******** , ****** **** tracking # **************** ). Its been almost 7 weeks, they still haven't processed my return. I've contacted them via chat three times, twice in Sept and once Oct 12th. Their policy on their site says it may take 5-6 weeks for return processing (usually its much faster, this is why I contacted them sooner) I was told the first time that they're going through a system change and are backed up and to contact them once the six week mark hits if my return wasn't processed. The second person said it could take 5-6 weeks OR MORE. The OR MORE part is not displayed anywhere online. (Please note that these delays are not displayed on their returns and guarantee page. Not when I purchased my item in August, and not all these weeks later that they're supposedly going through a "system change". They're not informing customers of any of this, even though they've been well aware of these delays for weeks.. which to me is ********* *********). I spoke with someone on Oct 12th who said someone from their order managment team would email me that day with my refund. I've received no emails. Since then, I haven't been able to contact them at all. I cannot get through via chat, their email form is not available, they arn't answering their two phone numbers they have listed. This is all within buisness hours. What I want is for MEC to process my return. (Also I made my purchase through ****** and MEC always returns with a gift card with ****** purchases. I want a gift card closeout and to have the funds put back on my credit card, as I won't be purchasing anything from MEC ever again. I know they can do this as I've had a gift card closeout before. Why they don't make it easier and refund straight to ****** like every other buisness is odd.)

      Business Response

      Date: 25/10/2023

      We were able to complete the refund to this member, directly to credit card as requested.

      We consider this matter resolved. If the member has any further issues we invite them to contact ***********

      Customer Answer

      Date: 25/10/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ********

    Mountain Equipment Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.