MEC Ottawa — Attraction in Ottawa

Good items, bad personal experience. I tried to return an old backpack 15-20yrs, that had maybe 80 days of use since it was bought and stored in my closet year round. I had read testimonials on the MEC warranty/guarantee, people got hassle free exchanges etc., up to 30 years of consistent use later without it being an issue. I took good care of the bag and everything looked good, clips, zippers, fabric, but it ripped parallel to the zipper as I zipped it up. I explained how seldom I used the bag and that without wear/distress present anywhere on the bag, it was a failure, not so much an incident that ripped it, which I'd be responsible for. I talked back and forth with the rep, and starting to get visibly frustrated as we spoke, insinuated that I was trying to come in and take advantage of the 'co-op' style of their business, which I just wasn't. After saying that he told me he could replace/refund it this time, but would put a note on file that we had discussed the bag guarantee and I had been explained that in the future I should lower my expectations and not come back with items more than a couple years old. I was fine going forward understanding that. The reps were passive aggressive with me, acted like I was acting over entitled when I was explained my situation and asked questions about the policy. I said I wasn't trying to frustrate them and apologized if they felt I was trying to make their day harder, which I thought was unnecessary based on the content of our interaction, but would let them know I wasn't trying to strong arm my way into getting something undeserved and just wanted to talk with them. They scowled and didn't say anything after I apologized. I never raised my voice, swore, or did anything prerequisite to how I was dealt with at the desk. They couldn't find the bag's receipt on my parents account history and then said; we can't do anything for you, and smirked. My family and myself have spent thousands of dollars at this store over 25-30 years, because I prefer to pay extra for durable/technical items when I am able to afford them, but the customer care and loyalty MEC is known for was absent today and was my first bad and uncomfortable feeling experience with the company. I don't really mind that the bag couldn't be refunded in the end, my issue was they really didn't want to help me or talk to me. Not used to feeling like this...

They claim to be a dog friendly store but it's not at all! My dog walked in a heel the whole time I was in there and sat every time I stopped. Ignored every person that walked by. I had to go to the changing room so I handed her off to a friend. She barked once because she seen me walk away. Then she calmed down and barked again because she was happy to see me come out. Then another customer complained because he hates dogs, so instead of telling him it's a dog friendly store the associate rudely came up to us and asked us to leave because my dog wasn't "neutral". I'm sorry she was very neutral and barked a total of 5 times in the hour we were in there. Meanwhile there were kids hanging off of the racks and weren't told to leave. No where in their policy it says your dog has to be as quiet as a mouse, which is unfair because some humans in the store were more of a nuisance than her. As well as, if my dog was being a nuisance she could have asked me to get her calm. No instead she kicked us out and while we were heading out she ran back to the costumer that complained and was like "they're leaving I kicked them out". I'd like to also point out that it wasn't until the costumer complained that they told us to leave. So none of the employees had a problem with it because she wasn't being a nuisance. I felt so unwelcomed and they definitely prioritized the "Karen" that was complaining for nothing. I was so humiliated I called the store manager later on and explained the situation. He apologized and said he'd "train them better" to deal with these types of situations. I told him that you can't advertise that you're dog friendly and when the dog barks a few times quick then out. They're dogs and I hate to break it to you but ya they bark because that's how they talk. Not once did my dog bark at anyone else she barked because she was excited to see me come out again. Attached a photo of the "bad dog"...

2016 5 star review:

I can honestly say that I have never been disappointed by a MEC store in my life, go get a membership if you like anything remotely outdoorsy. I frequent this location for my camping goods, it's fantastic and the staff are extremely helpful and knowledgeable.

2024 update:

I went in earlier today to get a clinking noise figured out with my bike, have gotten help several times and great advice from one of the staff who is honestly a really good guy, anyway, another man came to help me with my bike, he fidgeted with the rear derailer, which was working when I arrived - I only noticed him adjusting the limit screws but honestly was talking to him about other things like the chain which he said was stretched, I told him I just wanted to know what tools he thought I might need to get in order to fix the clinking sound, he ends up booking me a tune up and on my way home I found my rear derailer no longer works, so ya Renzo, not cool man. I just spent the last hour trying to get it to work again. It doesn't. I'm cancelling my tune up I never even wanted, returning the chain I honestly don't think I need, and the only reason the location didn't get a one star is because the other two guys I spoke to are cool and didn't try and push things I didn't need and mess up my bike more. for clarity, I'm still cool with everyone else in the store, still like the products. Just not cool with Renzo. That guy messed up my derailer and tried to book me for...