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November 2024 by Alin P
Dear Mountain Equipment COMPANY, I remember I got into a co-op before realizing our coop had turned into an American company, whose main concerns must have been different from what I signed up for. Anyway, that's an old story already.
What's bothering me now is that I came to pick up some skis from the shop. The parking you can get is a minimum of one hour. I had to wait about 15 minutes for the only guy serving the shop, dealing with repairs and everything else, while other staff members were walking around and having random conversations with customers who did not necessarily need help. I was quoted $50 for the job and charged $170, and I wasn't even consulted until after the job was done.
Anyway, now I've got home, and I'm trying to remove the tags with the job number from the skis, but they won't come off. You didn't know what those are used for? You couldn't find anything cheaper? How much time am I supposed to waste cleaning up my brand-new skis?
Oh, and since you got me started, I remember a couple of years ago, a guy from the bike shop tried so hard to talk me out of buying Speedplay pedals. I can't stress enough how happy I am that I didn't listen to him and still got the pedals. I love them and will keep buying them; they even use them in Tour de France now.
So there you go: one star. Every time I visit your new fancy store, I don't find anything to buy, and I miss the old Broadway location.
Goodbye... I will support the local stores now before another American company buys them.
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November 2024 by emily.tamsin
Scammers selling 3y5mo old helmets for full price at $74.95. These would need replacing in a year and a half. Terrible
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October 2024 by Andrew Skujins
MEC is a customer service disaster. I requested a crystal-clear price match the day I placed my order. It any my follow-ups have been 100% ignored for over a month, so I returned the item. No refund was issued. I'm expecting to file a chargeback. The absence of management and business sense at MEC is wild.
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October 2024 by PK Lee
I miss the W Broadway store. The new store looks empty. Bad timing on MEC's decision to move during the pandemic. Hopefully the store will be back to its former self.
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October 2024 by Brent Goertzen
terrible customer service. Hipster aloof that’s very 10 years ago. Get with the times, good customer service is back to being the winning solution. Simply left and spent my money elsewhere.
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October 2024 by Trisha Jane
Treated as if I were a thief. Profiled and stereotyped. Save your money go somewhere else.
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October 2024 by Glydel Jeanne Zabala
I bought my hiking shoes last night, and Ian, who assisted us, was incredibly knowledgeable and helpful. It was my first time experiencing such exceptional customer service—he went above and beyond. Ian took the time to explain the differences between various categories of hiking shoes and had me try on several pairs to ensure I found the perfect fit for my feet. I would give him 10 stars for his service! Please let him know how much his effort is appreciated.
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October 2024 by Spencer Pooghkay
Really not a fan of the North Vancouver location but the Vancouver location is full of knowledgeable and helpful staff, and usually has good stock.
Big shoutout to the individual that works in the footwear department (can't remember name, sorry!). He spends a lot of time with you figuring out the best footwear for you.
Great return policy.
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October 2024 by Heliattack
I have always loved MEC and still shop on the regular but this statement regarding member benefits is a little disingenuous.... this company is for profit and had NOTHING to do with the beloved co-op where I actually bought gear and picked it up from the VW Bus. I will give this membership program a chance though, I did always get big rebates from MEC.
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October 2024 by Lorri Prime
It's okay. Not as good as it use to be when it was a member co-op.
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October 2024 by Al
Went to MEC to purchase a bike. All bikes are locked on the stand, I wanted to hold the bike and feel the weight etc., the "salesperson" wouldn't even bother unlocking it so I could look at it closely. I asked about having a test ride with a larger size that wasn't there, I would expect the store to call me when it's in stock so I could come by again, his response was: "best thing you can do is order it online, pay for it, come by when it's ready, if you don't like it we can then refund you :)". Comedy
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October 2024 by Peter Mitchell
Huge selection, reasonable prices and super friendly & helpful staff.
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October 2024 by Philip Davidson
Edit: (Mostly) great customer service! MEC really (did used to) stand behind what they sell! Prices are (above) average (and rising)!
(The final board members before they sneakily sold should all have their names shamed publicly for life.)
After all that, generally still the easiest one-stop shop for gear.
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October 2024 by Ayda Molaee
Iean helped to get these hiking shoes for my race. He was the best very patient and helpful.
I finished my race and shoes were super comfy. Thanks a lot for your great help
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October 2024 by Darren
Extremely poor customer service. The store manager at the Vancouver location (Caucasian male, who wears a medical mask) should be re-trained and re-educated. The manager refused to accept a return of an unused, new, and recently purchased bike helmet that was ordered online. The quality of the bike helmet did not meet my expectations and so I took it back in-store for a return. The manager walked up and immediately asserted the company return policy prohibited the return of all “safety items”, regardless of customer satisfaction or defects to the product. When asked to see the “safety” policy, the manager refused and simply said “look online”. He repeated the “safety” policy prohibits all returns of products and that it was final sale.
The manager said there was “no way to tell if [the product] was used”. I advised it was brand new, never used, and the online delivery date occurred within the past few days. I advised there was no reason for me to misrepresent otherwise. The manager was rude and intimated that I was being deceitful.
The manager made no attempts to undertake any due diligence to assess the condition of the returned product, including: (1) he did not check the order/purchase date (it was purchased online within the past week), (2) he did not check the delivery date (it was delivered within the past few days), (3) he did not even inspect the product to assess the condition (it was unused, clean, had original tags, had original sticker, and its original plastic wrapping). It was readily apparent that this was in resalable condition, but he refused to look.
I have now reviewed MEC’s online return policy. It guarantees the quality of its products and encourages return of products if it does not meet customer expectations. There are five specified limits to the return policy: (1) the product is in resalable condition either new or clean/used infrequently; (2) the product is an old item that is past its practical lifespan; (3) final sale items; (4) hygienic products; and (5) electronics have a 90-day return period. There is no mention of a blanket “safety policy” that prohibits return of products such as helmets. The bike helmet was not a final sale item. If this “safety” policy does exist, it is not readily accessible in MEC’s return policy section; and appears inconsistent with their “rocksolid guarantee” allowing returns of products that are defective or damaged.
The manager promptly stormed off and went to hide in the backroom after being asked to see a copy of the “safety” policy, and when I asked him to at least try to inspect the condition of the returned product, as he would see it was unused and in perfect condition. He was unreasonable, rude, unhelpful, and should be immediately reprimanded and re-trained.
