Mountain Hardwear sells outdoor apparel and equipment, including jackets, pants, tents, and other gear for hiking, climbing, and winter sports. This page aggregates shopper ratings and reviews for the brand's direct-to-consumer store. Use the ratings and customer feedback below to evaluate whether this retailer meets your customer service and product quality expectations.
Mountain Hardwear Reviews
1.9
19 reviews
What Shoppers Say About Mountain Hardwear
Created with AI, based on recent reviews
Mountain Hardwear receives predominantly negative feedback from shoppers, with 19 reviews averaging 1.9 out of 5. The most common complaints center on customer service failures, including unresponsive support staff, difficulty reaching representatives by phone, slow return processing, and misleading discount policies at checkout. Warranty claims are a significant pain point, with multiple reviewers reporting that the company denies coverage by claiming products have exceeded their practical lifetime, despite initial promises of support. Shoppers also note that products themselves are described as merely adequate, not exceptional for the price point.
A small segment of reviewers (21 percent) gave five-star ratings, indicating some positive experiences exist, though these are vastly outnumbered by one-star reviews (74 percent). Those seeking outdoor gear may find better service and product quality through competitors like Patagonia or by purchasing through retailers other than Mountain Hardwear's direct site.
Customer Reviews (19)
Sorted by: Most recentWilliam T.May 21, 2024
The website is confusing and gift cards don't work smoothly. I tried checking out with a couple of gift cards and my regular card. The system charged my full amount to my credit card. Only on my second attempt did it actually apply the gift cards I'd entered. I called to cancel the first order and customer service couldn't actually do it on their side. I had to wait weeks for it to arrive just to send it back. Customer service offered nothing to make up for the checkout mess. What should've been simple turned into weeks of extra work on my end. I asked if they'd do anything to help, and support said no. The company didn't fix anything on their end either. Won't be purchasing Mountain Hardwear again.
Vincent L.May 7, 2024
Picked up the Ghost Whisperer Jacket after seeing tons of positive reviews. Started off great, really warm compared to weight, fit nice, felt good. But honestly, this isn't solid outdoor equipment. The fabric deteriorated around the waist and several other spots. The down flattened out. The zipper quit working. When I reached out (through their European distributor), they said, "We regret to inform you this is not a material defect. We checked internally with our team and found lots of holes worn into the fabric, which happens when down gets snagged. That's causing the holes to gap and down to spill out." That explanation doesn't really hold up. The worn holes are from weak material, not what they described. I've owned a Thermarest for more than 35 years without major issues and an REI bag for over 30 years. I've had a North Face coat since the late eighties, only replaced the zipper once. This jacket is basically ruined after just a few years of normal wear. This company doesn't care about keeping people happy.
Michelle G.Dec 18, 2023
Bought $200 snow pants. The delivery company said they left them at my apartment complex's front door at 10 p.m. on a Sunday instead of bringing them to the mailroom drop-off. Customer support opened a case but concluded the package was dropped off and suggested I talk to the carrier myself. They offered zero other help. Still no snow pants and I'm out two hundred bucks.
Christopher D.Dec 7, 2023
My order arrived but the delivery company picked it back up. I have security footage showing what happened. Mountain Hardwear customer service basically said since I recorded the pickup, it counts as theft and I'm stuck dealing with it. That's where they left it.
Lucas N.Jan 23, 2023
Grabbed a negative 20 sleeping bag at a sale price and it got here fast in great condition. Tracking system worked perfectly, would say the company is solid.
Trevor P.Jan 23, 2023
Got a negative 20 sleeping bag at a good price and it showed up quick in perfect shape. Tracking worked great, would definitely recommend.
Ashley C.Dec 21, 2022
Amazing prices on their clearance stuff, showed up overnight even during the holidays. Really impressive service.
Sophie M.Dec 21, 2022
Great deal on sale stuff, got it in a day even during the holidays. Really impressive.
Jamie R.Nov 30, 2021
Their system auto-corrected my address without asking, and there's nowhere to check your info before the purchase goes through. So my shipping address ended up being completely wrong. I called right away to cancel the order, but they said no because orders "ship super fast" even though the charge was still processing. Plus they couldn't even update the address for me. Really bad experience.
Mountain Hardwear Review FAQ
What is Mountain Hardwear's average rating and how many reviews does it have?
Mountain Hardwear is rated 1.9 out of 5 based on 19 customer reviews on RetailCoupons.com. The vast majority of reviews are one-star ratings (74 percent), with a small portion of five-star ratings (21 percent).
What do shoppers praise about Mountain Hardwear?
Positive reviews are limited in the available feedback. The five-star reviewers represent only 21 percent of all ratings, and their specific comments are not prominently featured in recent submissions, making it difficult to identify consistent praise points.
What are the most common complaints about Mountain Hardwear?
Shoppers repeatedly report poor customer service, including unresponsive phone support, long wait times for returns (seven days or more), and difficulty reaching representatives. Warranty claims are a major issue, with customers stating that Mountain Hardwear denies coverage by claiming products have outlived their practical lifetime, even when the company initially suggested warranty coverage. Additional complaints include misleading discount policies at checkout and slow order fulfillment.
Do shoppers recommend ordering directly from Mountain Hardwear?
Based on the review data, shoppers recommend avoiding direct orders from Mountain Hardwear's website. Multiple reviewers suggest purchasing from other retailers instead and explicitly advise others to skip the brand's direct-to-consumer store in favor of competitors with better customer service and return processes.
How can I write a review of Mountain Hardwear?
RetailCoupons.com welcomes customer reviews of Mountain Hardwear. Share your experience with the company's products, customer service, warranty process, shipping, or returns. Honest feedback helps other shoppers make informed decisions about whether to purchase from this retailer.
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