Mountain Hardwear Reviews

Skip Direct Orders, Way Behind on Their Return Process. If you're used to how well Patagonia or modern online shopping usually works, steer clear of ordering straight from Mountain Hardwear's site. I got one pair of pants. Took seven days to get here, wrong size. Simple issue, right? Nope. Mountain Hardwear, owned by a giant like Columbia, runs their returns like it's still the nineties. Here's what you're getting into: Can't just swap sizes. You start a return, get money back, then place a whole new order. You're paying your own return postage. No other high-end outdoor company does this. They won't touch your refund until the item physically arrives and they check it to "verify it's actually what you sent." Almost two weeks pass. Ship it back, they look it over, your bank processes it. Nearly 10 to 14 days before you see your money. You're shipping it, waiting, getting refunded, buying again. Way too many trips for one wrong size.

I'm done with Mountain Hardwear. Their products are just okay and their customer support is really bad.

Mountain Hardwear's customer care let me down pretty badly. The reps were nice enough, but here's what happened. I went online to get a new ski jacket for my wife as a Christmas gift. I typed in my email expecting a 15% discount on full price items. Then I picked out the Mythogen Gore-Tex jacket she'd wanted. At checkout I thought I'd see the discount applied but didn't, so I went ahead since it was a Christmas present and stock was running low. Cost me $800. After ordering I got a promo code through text. I phoned customer service who told me to call back once the jacket got here to ask for an adjustment. Got it today and called. They said no adjustment possible. They wanted me to send the jacket back to the West Coast and place a totally new order using the promo code. So my wife loses her Christmas gift and we waste time mailing coats back and forth across the country.

"This product's practical lifetime is done." That's what Mountain Hardwear told me on two separate warranty claims. Over the phone they hinted they might cover it, but once I paid to ship it in, they refused. My tent had glued seams, not sewn ones. The glue broke down, but they wouldn't stitch it even though they said they would on the call. Bad seam gluing is a manufacturing problem. Wouldn't every issue like this be past the product's lifetime? That makes their whole warranty pointless. Don't even bother trying to use it.

Mountain Hardwear doesn't honor their warranty promises. Any fabric problem and they claim the product outlived its normal lifespan. I wouldn't suggest their gear. You can't even talk to anyone by phone. I've tried calling multiple times, leaving voicemails, and nobody gets back to me.

Mountain Hardwear completely ignores their own warranty! I sent in a jacket needing a zipper fix, which should be straightforward. They mailed it back saying the jacket wasn't clean enough to work on. I spent like five minutes on the phone with customer service asking how many times I'd have to wash it before they'd fix the zippers. This was such a basic warranty request. Mountain Hardwear couldn't even handle fixing a couple zippers without adding requirements. That's it for me buying their stuff.

I'd strongly caution anyone thinking about buying from Mountain Hardwear. My whole experience has been really frustrating and disappointing. When several hundred dollars in items went missing from my order, I contacted the company hoping they'd help or reimburse me. Instead, I got a company that seems way more interested in dodging responsibility than helping their customers. Their "missing items" process is pretty useless. They don't really investigate anything. They just stall and make empty promises about following up. First they said five days, then during a call changed it to 14 days. More misleading stuff. After everything, they basically said too bad because they couldn't "confirm it actually happened." They're basically calling customers liars without any actual evidence. It's pretty insulting. Mountain Hardwear clearly doesn't trust their customers and won't back what they sell. They'd rather avoid responsibility for situations they should be handling.

Update: Jeanne came through after looking into it more closely and refunded me for the 12 missing sleeping bags. Really grateful for her help. I had a really disappointing time with Mountain Hardwear. I placed an order for 20 sleeping bags and my experience was pretty rough. Only 8 actually arrived even though the confirmation said something different. When I reached out, customer service was dismissive and unhelpful. Even after I showed them proof of what was missing, they wouldn't acknowledge the problem or do anything about it. I've been a loyal customer since 2021 and work for a big international travel company. I really expected much better from Mountain Hardwear. The lack of honesty and how they refused to handle this properly was genuinely disappointing. I'd tell anyone considering buying from them to be cautious. My experience shows some real issues with their fulfillment and customer service. Overall, this last order has been frustrating and just fell short of what I needed.

Mountain Hardwear and their shipping partner OnTrac are terrible! Placed an order and never got the package. My camera didn't record any delivery on the date they said. Called both companies and they just blamed each other. Neither would step up but both grabbed my cash no problem. Lost a ton of money and won't be shopping with them again. Avoid this whole situation.

DO NOT BUY HERE - MY CREDIT CARD WAS COMPROMISED. The website had a payment issue. Within half a day my card got hit with unauthorized charges. The fraud probably came from here since I haven't used the card anywhere else recently.