Mountain Hardwear Reviews 35

Avoid Ordering Direct—The Most Outdated Exchange Process in the Industry

If you are used to the seamless customer service of brands like Patagonia or even basic modern e-commerce, do yourself a favor and do not order directly from the Mountain Hardwear website.
I ordered a single pair of pants. It took a week to arrive, and they didn’t fit. Simple, right? Wrong. Despite being owned by a massive conglomerate like Columbia, Mountain Hardwear’s "exchange" process is stuck in the 1990s.
Here is the "nuisance" you are signing up for:
No Direct Exchanges: You cannot simply swap a size. You have to initiate a return, get a refund, and start a completely new transaction.
You Pay to Send it Back: Unlike almost every other high-end outdoor brand, they make you pay for the return shipping.
The "Hostage" Period: They will not even begin to process your refund until they physically receive the item and inspect it to "make sure it isn't something else."
The Two-Week Wait: Between shipping the item back, their inspection period, and the bank processing time, you are looking at nearly 10-14 days before you even get your money back.
Triple Shipping Time: By the time you finally get your refund and can order the correct size, you’ll have waited three weeks just to get a single pair of pants that fits.
It is honestly shocking that a "premium" brand offers such bottom-tier service. They have no physical stores to help you, yet they refuse to make the online experience consumer-friendly. Save yourself the headache and buy from REI or Patagonia instead—anywhere that actually values your time and loyalty. Mountain Hardwear’s policy is the fastest way to lose a customer for life.

I will not be buying anything from Mountain Hardwear again. Mediocre products and terrible customer service.

I just had a very unsatisfactory experience with MHM customer care department. The agents were polite, so it's not about them. Here's the story.

I went online to purchase a new ski jacket for my wife for Christmas.
I entered my email address when prompted promising a 15% discount on a full priced product.
I then went to place an order for the Mythogen Gore-Tex jacket that she had asked for.
On checkout I expected to receive the discount but I didn't see it so I ordered it anyway since it was a Christmas present and quantities were limited. I paid $800.
After I placed the order I noticed that I had received a promo code in my text messages.
I called customer service and was told to call back when I received the jacket for an adjustment.
I called back today (having received the jacket) and was told there would be no adjustment.
I was told that I should return the jacket to California and place another order for the same jacket with the promo code.

So, my wife goes without a Christmas present and we waste time and energy sending jackets back and forth across the country.

DO NOT BUY. I purchased the Nimbus UL 2 tent
The poles broke on the first use and the rain fly leaked

They want me to pay to ship the product back to them for review and they offered to give me a credit to buy more of the crappy product. DO NOT BUY

worst company ever. I don't recommend it. I never receive the package and they said I receive it. They don't want to refund me.

"Practical lifetime of material exceeded"
That is the company's response to two out of two or my submittals. On the phone, they hint that they might honor the warranty, but then after I go to the expense of shipping, they do not. My tent had glued not sewn seams. The glue failed, but they would not stitch it, as indicated over the phone. Gluing seams is a manufacturing defect.
Would not every defect submitted to the company exceed the lifetime of the product? This renders their warranty meaningless.
Do not even waste your time and money sending anything in under the so-called warranty.

Mountain Hardware does not stand behind their warranty. If the fabric fails, they just say that the product exceeded its standard lifetime. I would not recommend buying their products. You cannot reach them by phone. I have called several times and left messages with no response.

Mountain hardware does not back up their warranty obligations!!! I recently sent a jacket back to them for simple zipper repair. They sent it back to me stating that it was not clean enough to repair the zippers. I then talked to a woman in customer service for 5 minutes about how many times I needed to wash my jacket before they would be willing to fix it the zippers. This was the simplest of asks for a warranty. Mountain hardware could not even manage to repair a few zippers without a stipulation. I will no longer be buying their products.

I strongly advise against shopping with Mountain Hardwear. My experience with them has been nothing short of frustrating and disappointing. After having several hundred dollars worth of items stolen, I reached out to Mountain Hardwear in hopes of receiving reimbursement or at least some assistance. Instead, I was met with a company that clearly cares more about avoiding responsibility than providing any kind of meaningful customer service.

Mountain Hardwear’s "missing items" investigation process is a joke. They don't actually investigate anything. They simply delay, offering false promises of follow-up. Initially, they said they’d respond in 5 days, but then, during a phone call, they told me it would actually take 14 days—another clear example of misleading communication. After all that, they told me they wouldn’t do anything about the theft because they couldn’t "be sure it was true." Essentially, they’re accusing their customers of dishonesty without any proof to back it up. It’s insulting.

It’s clear that Mountain Hardwear has no faith in their customers and no interest in standing behind their products or services. Instead of taking responsibility for a situation that was beyond my control, they dismissed me outright. They would rather lose loyal customers than address legitimate issues or offer any resolution.

If you’re looking for a company that values its customers and takes responsibility for their products, look elsewhere. Mountain Hardwear is a company that won’t stand by you when you need them most. Save yourself the headache and shop with a brand that values trust and customer care.

I just recently purchased two pair of Mountain Hardwares Men’s Ghost Whisperer pants. Delivery date is past due by 3 days shipped by OnTrac. Supposedly it was shipped by accident to Michigan instead of Indiana. Contacted Mountain Hardware support which is absolutely terrible. I could hardly understand anyone I spoke to. Finally got through to a Supervisor who told me to contact OnTrac myself. The only way to contact OnTrac is by text or on their website through a Tracking number. Same thing over and over. There has been a delay in your shipping date because it was shipped to another state. OnTrac is one of the worst Shipping or Logistics companies there are. Mountain Hardware said they will have to wait 14 days until they can file a missing package request. I’ve been a loyal Mountain Hardware customer for years, but no longer. But what I will do is file a Claim and Complaint with PayPal which is who I went through to make my purchase. Very disappointed with Mountain Hardware and OnTrac. I will never purchase anything from MH again or use OnTrac at all.

Update:
Thank you to Jeanne, after closer investigation MH refunded me the money for 12 missing sleeping bags. I appreciate her help.

Disappointing Experience with mountain hardwear.

I recently placed an order for 20 sleeping bags with mountain hardwear and unfortunately, my experience was far from satisfactory. Only 8 sleeping bags were delivered, despite the order confirmation stating otherwise.

Upon reaching out to customer service, I was met with a response that was dismissive and unhelpful. Despite providing evidence of the missing items, the store refused to acknowledge the mistake or offer a resolution.

As a loyal customer since 2021 and a representative of a prominent international travel company, I expected better service and accountability from mountain hardwear. The lack of transparency and unwillingness to address the issue in a satisfactory manner is truly disappointing.

I urge potential customers to exercise caution when considering purchasing from mountain hardwear, as my experience highlights significant shortcomings in their customer service and order fulfillment processes.

Overall, my last experience with mountain hardwear has been frustrating and unsatisfactory, and I will be taking my business elsewhere in the future.

MH and their shipping carrier OnTrac are thieves! Made a purchased and never received my package. Camera footage never record any delivery on their stated time and day. Contact both losers and both blame each other and no one was willing to take responsibility but both are will to take my money in a heart beat. I lost out big time but I will never buy anything from MH again. Stay away from both.

Claim number #00047487

DO NOT USE - CREDIT CARD DETAILS STOLEN?

Tried to use the website and on payment there was an issue. Within 12 hours credit card has been used fraudulently!! The fraud could of course have come from somewhere else but the card has not been used in a new place in the last few days.

Their website is very misleading and not user-friendly. I placed an order using a couple of gift cards and my credit card. When I placed the order, company charged my credit card the full amount. Only on the second attempt, did it actually redeem the gift cards that I entered. When I contacted Customer Service to cancel the first order, they could not cancel the order on their end. Instead, I had to wait a few weeks for the product to arrive just to return it. Additionally, the customer service did not offer any concessions to me for the problem I encountered with the checkout experience. What should have been a pleasant shopping experience turned into a multi-week additional labor on my end. When I asked for some form of compensation, the support team said that they could not provide any. No effort was made on the company’s end to remediate the issue on their website either.

I will not buy any Mountain Hardwear products in the future.

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!