Mountain HardwearReviews of mountainhardwear.com

Bought the Ghost Whisperer Jacket after reading many reviews. At first was quite happy, warm for the weight, nice fit, comfortable. However, this is not a durable piece of outdoor gear! Fabric wore out over the waist toggle, and multiple other places. Down lost loft. Zipper broke. When I contacted them (their German distributor) they wrote back- "Unfortunately, we have to inform you that this is not a material defect. After an internal check with our employees, we can see a lot of frayed holes in the pictures, which occur when the down gets caught. This is why the holes are gaping open and the down is leaking out." Now, first of all this doesn't make any sense, the frayed holes are because the material isn't robust, a tear is a clean line. So be aware this is not sturdy and reliable outdoor gear, nor a company that cares about keeping customers happy. Note: I try to be careful with my equipment. I have had my Thermarest for over 35 years, no problems, except a recent small patch. An REI sleeping bag lasted for over 30. I have had a NorthFace jacket since 1989, though I had the zipper replaced one time. This jacket is falling apart after a few years of light use. I would not buy from Mountain Fragilewear again...

The online Mountain Hardware store used a delivery company that dropped very expensive equipment in my front door (almost on the street) without even ringing the bell. The package was stolen (maybe by the same person that delivered the package and took the "proof of delivery picture"). They are not responsible and/or willing to help their customers.

Sent a $300+ dollar puffer jacket to Mountain Hardwear to repair a tear. I washed it using a fabric cleaning machine with a brush attachment that heats a solution of water and cleaner (I used a scent free/dye free detergent mixed with water). I cleaned every inch of the jacket and the turned it inside out and repeated. I repeated this process twice and then placed in my dryer on a sanitize steam setting for 10 minutes. I chose this method of cleaning because the washing machine causes down jackets to clump and can ruin them (I have ruined other jackets this way). Also, there was a hole in the jacket. When I shipped the jacket to the company they immediately returned it saying it wasn't clean. They never reached out to discuss. They just sent it back with a note telling me it was dirty and I would have to pay for the repair. I own a ton of gear from Mountain Hardwear. Thousands of dollars worth of it over the years. The price tag of these products demands better customer service. There are plenty of competitors happy to take my money. I was a brand loyalist but this experience has changed my opinion. I will no longer consider buying any of their gear.

Spent around 300USD for a jacket from Mountain Hardwear and the quality is not up to that price. Zipper snags all the time, both the regular zipper and even more so the bottom zipper that zips upwards. First time buying from this company as I normally buy other brands for my outdoor gear, but it will be my last time as it is not worth it.

Ordered a pair of $200 snow pants and said that they were delivered by “being left at the front door” of my apartment complex at 10 p.m on a Sunday, as opposed to brought to the mailroom Dropbox. I called customer support and they opened and investigation that was then concluded that the package was delivered and that if I had more questions I could follow up with the carrier. No offer for any other support was made, I am now contacting the carrier but am still without snow pants and out $200

The company has a terrible “no exchange” policy. I purchased a very expensive jacket that was on sale and used the size guide on the website. The jacket came and the sizing was way off. When I tried to exchange the unused jacket for a different size (because of their own inaccurate sizing guide), I was told that the only way to exchange it was to return it and rebuy it for $500.00 more than what I originally paid! This is the absolute worst “policy” (or lack thereof), combined with terrible customer service! I will gladly shop at REI over this store any day!

Order 221669377. I ordered directly from the company to try to support them. Product was delivered, then taken by the same delivery company. According to my security footage there seemed to be some discrepancy. Mountain hardware customer service said that because I have footage of it being taken (even by the same company), it's considered a theft, and that I am on my own. That's it.

I purchased a hoodie from them online, then had to return it because it was not quite what I wanted. The customer service was appalling. Had to phone them to initiate a return. The woman on the phone never told me it would not be fully refunded. Buried in the middle of the return label was notification that $6 would be deducted from the return. Then they deducted almost $15 from the return! I phoned them again to try to fix it, and they refused to do so. Admitted that they should have told me upfront, and also that the refund amount was in error, but both the front line customer service rep and the manager I asked to speak to could not / refused to do anything. I will never purchase directly from them again. I cannot comment on the quality of the product, and it might be fine to purchase through another seller that has better customer support.