My experiences with Mountain Tools dot com
Posted: Wed Apr 28, 2010 6:44 pm
I’m not stating my opinion, just saying…
Experience #1, 2005 - Bought a pair of the LS Nuptse boots from Mountain Tools, they fit great, I wore them to Aconcagua in December of 2005, they performed well although both boots started to tear on the inside of the outer boot. I sent them to Mountain Tools after my trip (in mid-January, I can't remember why they didn't go directly to the manufacturer) where they were supposedly sent to LS for repair, and I gave a need-by date of early March for an ice climbing clinic. After a month went by, I made concerned phone calls to Mountain Tools about the date, and the boots finally arrived the day I had to leave. Instead of being repaired the boots had been replaced, the design had been changed (admitted by LS), and they were now too small (really). I used them for the weekend because I had no choice and was not absolutely sure of the fit, after which La Sportiva sent me to a bootfitter who helped to mold the inner boot (at my cost), but still, the boots are small and can only be worn with one thin sock. I still use the boots to this day with good results, but they certainly cannot be used for extended trips.
Experience #2, 2010 - Heading to Denali, and I decide to try out the Millet Everest boots. Two vendors I look at: Mtntools, and Everestgear.com.
Early March - MTN tools price - $799+shipping, Everestgear.com price - $640 shipped.
Email to Mtn tools – “Will you price match Everestgear.com?” Response - "Yes, thanks for staying loyal to Mountain Tools." Soon after, a price change on Mountain Tools website- boots drop to $628.
A week goes by with sporadic discussion between myself and Mountain Tools about correct size. (They were very helpful). I finally make the decision to buy the boots, call and place the order with another MT employee, then email the original helpful employee saying “Thanks for your help, I went ahead and ordered the boots.” Email response 2 days later - "Did you order the boots from us (MT)?" To which I responded, “Yes, thank you.”
1 week goes by after the order, no boots arrive. I send an email about timing of the boots, stating that I need them by a certain date (in 1.5 weeks, 2.5 weeks from original order placement).I mention I'll need to cancel the order if I don't receive the boots by then. I have extensive travel plans and expect to need time to properly fit the boots. I'm assured that the boots will arrive in time, which they do, the very last possible day, with a surprise - I was charged $648 for the boots ($20 higher than what their website said, and $8 higher than what was supposed to be price-matched, and.....$42 for shipping! Mountain tools received the boots the day before I needed them, next day'd them to me, and charged me for it. $42 for shipping when it took 2.5 weeks to get the boots. (My friend ordered his boots from Everestgear and had them in 4 days.) I had been wiling to pay CA taxes for the boots to stay loyal to Mountain Tools, but now that loyalty was costing me over $100 more and significantly more time.
I sent an email inquiring about the shipping charges and price of the boots, and state that I would like to send the boots back. No response. I call several times over 2 days, finally getting a hold of someone on the 3rd day. “ I don't feel I'm responsible for $42 shipping when it took me 2.5 weeks to get the boots, with no notification that the boots were not in stock or would be delayed," I say, to which Mountain Tools replies “We'll try to be more clear with future customers, you're free to shop somewhere else." Ugh.
After some digging online, I saw a post online eluding to the failure of Mountain Tools to keep these boots in stock and not informing the customer.
The boots will be refunded, but I'm now tempted to stop payment on the credit card for the shipping.
Thoughts?
Experience #1, 2005 - Bought a pair of the LS Nuptse boots from Mountain Tools, they fit great, I wore them to Aconcagua in December of 2005, they performed well although both boots started to tear on the inside of the outer boot. I sent them to Mountain Tools after my trip (in mid-January, I can't remember why they didn't go directly to the manufacturer) where they were supposedly sent to LS for repair, and I gave a need-by date of early March for an ice climbing clinic. After a month went by, I made concerned phone calls to Mountain Tools about the date, and the boots finally arrived the day I had to leave. Instead of being repaired the boots had been replaced, the design had been changed (admitted by LS), and they were now too small (really). I used them for the weekend because I had no choice and was not absolutely sure of the fit, after which La Sportiva sent me to a bootfitter who helped to mold the inner boot (at my cost), but still, the boots are small and can only be worn with one thin sock. I still use the boots to this day with good results, but they certainly cannot be used for extended trips.
Experience #2, 2010 - Heading to Denali, and I decide to try out the Millet Everest boots. Two vendors I look at: Mtntools, and Everestgear.com.
Early March - MTN tools price - $799+shipping, Everestgear.com price - $640 shipped.
Email to Mtn tools – “Will you price match Everestgear.com?” Response - "Yes, thanks for staying loyal to Mountain Tools." Soon after, a price change on Mountain Tools website- boots drop to $628.
A week goes by with sporadic discussion between myself and Mountain Tools about correct size. (They were very helpful). I finally make the decision to buy the boots, call and place the order with another MT employee, then email the original helpful employee saying “Thanks for your help, I went ahead and ordered the boots.” Email response 2 days later - "Did you order the boots from us (MT)?" To which I responded, “Yes, thank you.”
1 week goes by after the order, no boots arrive. I send an email about timing of the boots, stating that I need them by a certain date (in 1.5 weeks, 2.5 weeks from original order placement).I mention I'll need to cancel the order if I don't receive the boots by then. I have extensive travel plans and expect to need time to properly fit the boots. I'm assured that the boots will arrive in time, which they do, the very last possible day, with a surprise - I was charged $648 for the boots ($20 higher than what their website said, and $8 higher than what was supposed to be price-matched, and.....$42 for shipping! Mountain tools received the boots the day before I needed them, next day'd them to me, and charged me for it. $42 for shipping when it took 2.5 weeks to get the boots. (My friend ordered his boots from Everestgear and had them in 4 days.) I had been wiling to pay CA taxes for the boots to stay loyal to Mountain Tools, but now that loyalty was costing me over $100 more and significantly more time.
I sent an email inquiring about the shipping charges and price of the boots, and state that I would like to send the boots back. No response. I call several times over 2 days, finally getting a hold of someone on the 3rd day. “ I don't feel I'm responsible for $42 shipping when it took me 2.5 weeks to get the boots, with no notification that the boots were not in stock or would be delayed," I say, to which Mountain Tools replies “We'll try to be more clear with future customers, you're free to shop somewhere else." Ugh.
After some digging online, I saw a post online eluding to the failure of Mountain Tools to keep these boots in stock and not informing the customer.
The boots will be refunded, but I'm now tempted to stop payment on the credit card for the shipping.
Thoughts?