Moose Knuckles Canada Reviews 320

Bought a down jacket with down seeping out from the stitchings all over. Contact the customer service with a reply saying it is not a manufacturer's defect and wash their hands off. Very disappointed with an alleged luxury brand.

Their customer service is absolutely horrific. They do not allow anyone to speak to a manager despite multiple phone calls. They claim to send email correspondence that is not received. I will never purchase from this company ever again. Absolutely awful. We are going Right back to Canada goose brand.

Do not use these fraudsters! Stole my money, I purchased a jacket for £700 and it was a signed delivery, they left it somewhere unsigned, no photo and it got stolen, they then refused to refund me despite on a recorded line they stated it was not signed or no photo. Now they are saying it was signed with a signature that is the same as mine! They lied twice and how do they know my signature?! I asked to prove it was signed and they refused to show the photo as there is no signature. I have proof on CCTV i was not there and they still claim i signed. Do not order from them.

I dont mind the coat I got. What I do mind is them taking weeks just to send me a GIFT CARD refund on a coat I got for my girl that was too small.

How the heck do you guys expect to keep customers when you treat them like crap? It should have been simple. Y'all make it complicated. Cant charge people that much and treat them this way,

The worst Customer Service ever. Pick other brands.

I can see that all my issues have been thoroughly covered here. Terrible shopping experience

⭐☆☆☆☆ Extremely poor customer service – Rideau Centre Ottawa

Very disappointing experience at the Moose Knuckles store in Rideau Centre. The store manager showed zero concern for customer service or professionalism.

We were incorrectly advised that a jacket was not returnable and were told to “sell it on Marketplace” instead of being helped properly. When I questioned this and asked for clarification, the manager became hostile rather than resolving the issue and actually threatened to call mall security simply because I disagreed.

This is not how customers should be treated in Canada. Staff should understand and respect basic consumer rights instead of intimidating customers. The attitude was dismissive, rude, and unhelpful from start to finish.

I expect much better from a premium brand. I would strongly caution others before purchasing from this location.

I am extremely disappointed with Moose Knuckles’ quality and customer service. I purchased a jacket for almost $1,200. It was worn no more than 5 times, never washed, and already became discolored at the bottom.
When I contacted customer service asking for an exchange or store credit, I was told the discoloration is not covered under warranty, which is shocking considering the price and minimal use. This is clearly a quality issue, not normal wear and tear.
For a brand that positions itself as luxury, the product quality and after-sale support are very poor. I would not recommend spending this amount of money on a jacket that the company refuses to stand behind.

Awful experience with this store. My daughter bought a $1400 jacket with her own money from this store and it was a horrible experience from start to finish. First, they made us wait to even enter the store. They have this pretentious atmosphere where you can only be let in when they have a personal shopper available for you. Then after purchasing the jacket, the button that holds the hood broke off after only 4 days. The store itself said there was nothing they could do because the tag was taken off. Of course the tag was taken off. It wasn't an exchange or a refund, it broke. So, they directed us to the company's website where they were even less helpful. They sent a PDF with instructions on how to return it. No pre-paid waybill. They expected us to pay out of pocket to have it shipped to Quebec. Which we did. If we had insured the package with the full price that the jacket was worth, it would've been $300. So, instead we opted to not insure it, but still had to pay $70. For such a high end store I would've expected a lot more. Shop anywhere else but here. They don't value your time or you as a customer.

Very poor customer services. Return policy is misleading. I bought a coat during black friday on sale which is considered discounted even if they have returned to full price after black friday. Long story short...I returned the coat and I was only able to get a gift credit while they can sell the coat at a higher price. My loss...their gain. Called the customer service...she laughed at me when I explained that what they do is not aligned with return policies in the us.

LESS than one. I bought a MK jacket in the winter of 2023. This winter, the zipper malfunctioned. When I approached the company, I was told that it didn't fall under warrantee. Meanwhile, I purchased a Northface jacket in 2009, and it is still fine. DO NOT PURCHASE from this company.

Bought a white/black men’s Moose Knuckles Dugald Jacket. Care instructions suggested dry cleaning only. After 1 dry cleaning session the white part become dark/beige. Looks absolutely horrible and after consulting to Moose Knuckles support, they take zero responsibility for the poor quality of the fabrics/instructions and tell me that is my “accident” that this occurred. For such a high price garment this attitude is absolutely unacceptable!!! Do not buy from this company!

scam !!! whatever you order and try to return because of size issue , guess what ?? you'll get only credit in store , forgot about your money and that's for sure not mentioned anywhere unless you go search for it to do the return not when you buying the item , no more Moose Knuckle anymore .

I purchased a Moose Knuckles jacket expecting a high-quality product backed by solid Canadian customer service, especially given the premium price tag of $700 or more. What I received was a complete disappointment and a lesson in broken promises.

When I bought this jacket, the sales associate explicitly promised that the company would fix it whatever happens to it. That guarantee was a major factor in my decision to invest in the coat.

After only one year of normal wear, the cuffs of the jacket became visibly worn out and frayed—a clear durability issue for a coat designed for extreme cold. When I reached out to customer service to utilize the guarantee I was given, they completely failed to honor it. They never fixed the worn-out cuffs.

Spending $700+ for a brand that treats their customers like this after a promise has been made is absolutely shit. You are paying top dollar for a luxury garment and receiving the worst possible post-sale care.

My strong advice is to only buy from the multiple other excellent Canadian brands in this price bracket. They offer equivalent or superior quality and, crucially, stand by their products and treat their customers with respect. Do not waste your money here expecting longevity or support.

Do not shop here. I received a moose knuckle's jacket as a gift, but it unfortunately came in the wrong size. I immediately went to their website to exchange, only to find out that I had missed the exchange window. Mind you, I received the item only a few days ago, the order was made a month ago, and the item is fully in stock. Now this $1500 will just be wasting away in my closet.

As you can tell from the other reviews, they don't care about their customers at all. Once they get their money, that's all they care about. Shop elsewhere, or better yet, shop at their direct competitors.

Poor quality and non existent customer service. I repeat they are a scam. I believe Uniqlo has a better quality jacket than them. And forget returning the jacket they give you store credits. I got scammed by them like many others. Buyer beware!

I have used this company personally and professionally for the better part of a decade. In that time, I watched them go from boutique brand to household name and since they stayed publicly owned, I thought they would stay the same. But I was wrong. Customer service is absolutely worthless. They fill orders and take your money, make you wait for a week. then say, "whoops we dont have it in stock". I called about this issue and got a customer service rep who doesn't speak English, cursed at me, and hung up on me when I asked for her name. Honestly, that's what I expect from customer service that has been outsourced or filled by Indians so that didn't phase me. This issue is she lied and said that the order I had placed was filled, but it was just waiting to ship out. When I explained that through my personal life and my business, I have ordered hundreds of parkas and other winter jackets, she got angry for no apparent reason.
The order I had placed was for one last jacket that was needed for the grooms dinner at my wedding, Three weeks is tight for an order, but it's not that tight. And if they had answered me and told me it was out of stock, I would have been fine with ordering 7 different jackets. (It's a winter themed wedding so there are coats involved - dont ask me why, im just the groom.)
Because of the rudeness and the ineffectual behavior of "Crystal", I had to source the coats elsewhere. I personally like Moose Knuckles appearance. I contacted Moncler (whom I have not purchased hundreds of coats from in the past few years) and they understood the assignment. I put in the order, they overnighted it, and I literally just got the seven coats. It was a little more expensive than Moose Knuckles, but it just shows that good service is not hard to come by.

I emailed Moose Knuckles and told them that I would be pulling all purchases from them, both personal and business. They have said nothing, of course. Now, I did it this way purposely. When I email them from my work email, they will get back to me within the hour, guaranteed. The idea of losing this much business will matter to them and it will prove my point - they only care about money.

I own multiple businesses, none as large as Moose Knuckles, and I understand caring about quarterly profits. But I still care about individual satisfaction.

SECOND AND PROBABLY MORE IMPORTANT:
as I said, I place a lot of orders. So in addition to the order they completely messed up, I had a different one that was on its way and arrived yesterday. it was just one coat, a 3Q. I had never seen the cement colour way before and I thought it would be cool. The coat arrived and it smelled bad, kind of like smoke. This can happen in shipping and whatever, im not going to blame Moose Knuckles for that. However, I opened the coat up and was checking the pockets and one of them is sewn improperly. as in, I cannot get my hand inside it because the gusset is sewn like an inch into the pocket. its worthless as a pocket. I did a legit check and it comes back legit, otherwise I would think somehow I got a Chinese knockoff.

I would let some of this stuff go IF customer service did their job. But im not even going to call because what is the point? So I can have some Indian curse at me?

Oh and finally, before you get you underwear in a twist - English is my second language. I am not white. If I want to talk about someones lack of English proficiency in a job that requires English speaking skills - I can do just that.

Moose Knuckles lost me and my company because they lied, they are unreliable, and most of all, because Crystal decided to get rude and sassy and lie to me and then hang up on me.
So let's see: Crystal makes about $17 CAD/hr. The average coat I buy is $1300 usd. I buy at least 50/year for my employees. I also purchase bunny hoodies and puffers for my personal life.
In the past years, I have spent more money with Moose Knuckles than Crystal makes in a year. And her actions were what pushed me over the edge and made me call it quits. Also Varrun. He didnt do anything to help. And Amanda as well. Either Varrun or Amanda could have reached out.

I will file this as an anonymous individual without my company's name and there will be no response and no remedy offered.
Then, ill do it as a rep of my company and they will immediately reach out.

Once this happens, I will pay a couple YouTubers to do videos about it and include all of the emails and show exactly how little this company cares about individuals. And the funniest part is, I am literally writing out exactly what I am going to do and it will still happen.

Look, Canada Goose is super boring and the jackets are ugly. Moose Knuckles was better but even if you pay, you probably won't get what you ordered. Find authenticated ones on Ebay or get a North Face lol. Right now, its just not worth the money - unless you can afford to throw away thousands of dollars

Coat press studs keep falling off all over the expensive coat. Although a year old it’s happened 6 times (once within a week) for a coat of this price is simply not good enough quality.

I placed an order on the 28th in the morning that order was canceled due to to payment issues so I called them and placed an order again.
I placed my 2nd order on the phone and the lady approved and said yes this one has come through don’t worry your order will be shippped out, after 5 days of waiting for my order to be dispatched they sent me 2 emails one email said due to payment issues we canceled you order the second email said the item you ordered was out of stock so I replied to the email and the customer service was awful so I decided to call the customer service helpline which was no better I spent 10 minutes trying to ask them why it’s taken so long for them to let me know if something is out of stock I asked to speak to management and they said no one is around.
It was a gift for someone in the coming week which they have ruined and the customer support is disappointing if I’m honest they told me I can try to call back later but no guarantee like what type of customer service is this you either give me a managers number or tell them to call me back.

I’ve bought multiple jackets from Moose Knuckles over the years, so I was genuinely shocked by how poor their customer service turned out to be.

Three minutes — literally 3 minutes — after placing an order in the wrong size, I called to correct it (XXL → XL). You’d think this would be simple. Instead, they flat-out refused to make any changes.

Here’s what they offered instead:

A cancellation request that “is not guaranteed.”

If the size I actually need is out of stock by the time the order arrives, I can only get store credit.

An exchange is not guaranteed.

Zero help with sizing, even when I tried to fix the mistake immediately.

For a premium brand, this level of rigidity and lack of support is unacceptable. Loyal customers deserve better.