I am beyond disappointed with this company. My family and I have multiple moose knuckles jackets and I will never order or endorse this company ever again. They have a poor system that is wrong very often, such as when a product has been delivered; and have easily the worst customer service Ive ever experienced. You are allowed 2 weeks from when a product has been delivered to return it or exchange it. My product was delivered on January 5th yet when trying to get a label to return the product on Jan 14th the website would not let me. I then contacted customer support in Jan 15th and was responded to on 17th, I wanted to return the product or exchange it If it could be done. I was questioned why I wanted to return the product instead of just being provided a shipping label. I then responded that I wanted to change it for a medium, the agent responded 3 days later and said that for exchanges I must go to one of their official moose knuckles stores which mind you are over an hour away. I had already gone to a moose knuckles store that apparently did not accept exchanges, so I didnt want to drive over an hour again to another one to return it; so I planned to return the jacket online then just order a new one in the correct size. I was on vacation for so I didnt respond for 13 days, when I contacted support again I was told that it was too late. IF THE COMPANYS WEBSITE WAS PROPERLY SET UP WITH WHEN THE PRODUCT WAS SHIPPED NONE OF THESE ISSUES WOULD EVER ARISE. Talked to the supervisor named Sophie or Sophia today, who kept telling me that she understands that im frustrated, even though she sounded pissed off at me the entire call. Sophia told me my case was closed because I didnt respond for 15 days, problem is Sophia doesnt know how to count, and I did respond within 15 days. When I told her that I responded within 15 days she ended up saying “it doesnt matter” and that I waited too long. PAUSE?! So you just said your policy is 15 days or less and a refund can be processed, then when showing proof that I contacted support within 15 days now it doesnt matter??? The supervisor has 0 brain cells and should be fire immediately for not knowing simple addition and for escalating issues for absolutely no reason. This is easily the worst company I have ever ordered anything from, and ITS A LUXURY BRAND. How can a luxury brand have the worst customer service Ive ever experienced in my entire life? Buncha scummy shit they doYour policy is BS. I talked to a supervisor and to an agent on email. They said they close a case if a customer doesnt respond for over 15 days. I responded within 13 days yet you closed my case and said it wasnt available. I contacted you on January 17th and got another response on the 20th. Took over a business week just to get a shipping label. You want proof? Got all the emails. It should be required for a supervisor to know simple 1st grade addition right?
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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.
