Review Time
This company is terrible. I was looking for an alternative to Canada Goose. Their return policies are unreasonable - 14 days and can only receive gift card for any discounted item. Their customer service is terrible. It took me over a dozen phone calls and over 10 days to reach a manager/supervisor level. DO NOT buy from this company.
Disappointing experience with this retailer. My daughter spent $1400 of her own money on a jacket, and it was a nightmare from beginning to end. Initially, we had to wait just to enter the store, which had an air of pretentiousness, only allowing entry when a personal shopper was available. After buying the jacket, the button that secures the hood fell off within just 4 days. The store claimed they couldn't assist us since the tag had been removed. Naturally, the tag was taken off because it was a purchase, not an exchange or a return. They then directed us to the retailer's website, where the support was even less helpful. We received a PDF with return instructions but no prepaid shipping label. They expected us to cover the shipping costs to Quebec ourselves. Ultimately, we had to pay $70 for shipping, and insuring the package would have cost us $300. For such a high-end retailer, I anticipated much better service. I recommend shopping elsewhere as they don't value your time or you as a customer.
This is a scam! No matter what you order, if you need to return it due to sizing problems, you'll only receive store credit. Your money is gone, and this crucial information is not disclosed upfront; you have to dig for it when attempting a return. I won't be shopping here again.
I bought a high-end jacket expecting exceptional quality and solid customer support, especially given the hefty price of over $700. Unfortunately, it turned out to be a major letdown and a lesson in unmet expectations. The sales representative assured me that the service would take care of any issues that arose with the jacket, which played a significant role in my decision to purchase it. After just a year of normal use, the cuffs became noticeably worn and frayed—a serious durability concern for a coat meant for extreme cold. When I contacted customer support to take advantage of the promised guarantee, they completely failed to uphold it. The worn cuffs were never repaired. Spending over $700 on a brand that disregards customer promises is incredibly frustrating. You expect top-notch service for a luxury item, but instead, you receive poor post-sale support. I strongly recommend considering other reputable Canadian brands in this price range. They provide comparable or better quality and, importantly, stand behind their products while treating customers with respect. Don't waste your money here if you're looking for durability and support.
Having purchased several jackets from the company over the years, I was truly taken aback by the poor customer service I encountered. Just three minutes after placing an order for the wrong size, I called to rectify it (XXL → XL). One would expect this to be straightforward, but they outright refused to assist. Instead, they proposed the following: A cancellation request that 'is not guaranteed.' If the size I actually need is unavailable by the time the order arrives, I can only receive store credit. An exchange is not guaranteed. There was zero assistance with sizing, even when I attempted to correct the error immediately. For a premium brand, this level of inflexibility and lack of support is unacceptable. Loyal customers deserve much better.
I've purchased several jackets from this brand in the past, so I was truly taken aback by the lack of customer service. Just three minutes after placing an order in the wrong size, I called to correct it (XXL to XL). You'd think this would be straightforward, but they outright refused to assist. Instead, they offered a cancellation request that wasn't guaranteed. If my needed size is out of stock when the order arrives, I'd only receive store credit. An exchange isn't guaranteed either. There was no assistance with sizing, even though I attempted to rectify my mistake immediately. For a premium brand, this level of inflexibility and lack of support is unacceptable. Loyal customers deserve much better.
I can't help but think that many of the negative reviews are from people who purchased counterfeit items, mistaking them for the real deal. I own three jackets from this brand, all bought directly from Canada, and I'm very pleased with them!
If I could give them zero stars, I would. The ordering system has been the worst I've encountered; they canceled my order twice, and I've been waiting quite a while for my order to be shipped. Customer service has been completely unhelpful.
We visited a store at an outlet and received exceptional service. The representative was honest, offered valuable advice, and did not push the most expensive options but rather what suited our needs best. Highly recommend visiting this store; we will definitely return!
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Moose Knuckles is more than just winter jackets. Yes we have coats, bombers, and vests. But we also have attitude! Come shop for yours.
