Mountains PlusReviews of mpgear.com

Response from Mountains PlusNov 26, 2014

Hi Eugene I am very sorry regarding the issues you had with our extended credit partner, Affirm. I know the process was frustrating and it was unfortunate that they were never able to extend credit to you. We have been working with Affirm to correct the issue that seems to be limited to customers who try to place an extended credit order using an iPad. Unfortunately, you just happened to be the first and only customer who experienced this problem. I am a bit confused, however, regarding your other comments. In looking back through our records and talking with all of our staff it sounds as though your product shipped quickly and was actually delivered long before we resolved the payment issues. In fact, I believe we actually sent you a free return label so you could return the items after you told us that you wanted to cancel them. If this is incorrect, please let me know and I will be happy to investigate further. Again, my apologies for the issues regarding using Affirm and making payment. If you have other information or more specifics regarding your other comments with regard to stock issues and communication, please let me know as we most certainly want to address those here at Mountains Plus. Thank you again for shopping Mountains Plus and Happy Thanksgiving! - Team Mountains Plus

Response from Mountains PlusNov 26, 2014

Hi Andrew Again, very sorry for the issues regarding your cargo box order. We had a period this fall where our cargo box shipments were significantly delayed. Unfortunately, however, it does not appear that you were notified and this is most certainly our fault. It also looks like we initially missed the after hours chat request that you sent asking for your order to be cancelled. As a result, when your cargo box was ready to be shipped your order was charged and freight preparations were made. It was at this point, however, that we discovered your chat transcript asking us to cancel your order. We then cancelled the shipment but it appears that the refund was not automatically processed as it should have been. We have implemented processes to make sure notifications are made properly in cases where there are delays and have resolved the issues surrounding your missed after hours chat transcript. We constantly strive to provide excellent customer service and outstanding products. However, like any small company, we sometimes struggle with this and, occasionally, customers like yourself suffer. Please be assured that we are constantly working improve so that each customer experience is better than the last. Again, please accept our sincerest apologies for your recent shopping experience with us. We hope that you stop by again sometime. - Team Mountains Plus

Response from Mountains PlusNov 26, 2014

Hi Lora I am happy to hear that your order arrived quickly and that there were no other issues. However, we are very sorry that the dog treats you purchased did not live up to your (and your dog's) expectations. Nothing can be worse than a bad dog treat! We will certainly pass on your comments on to the manufacturer as I know they will most certainly want to read your feedback regarding their product. If there is anything else we can do or assist with, please do not hesitate to ask. Thank you again for shopping Mountains Plus! - Team MPGear.com