MEC North York — Attraction in Toronto

How the best have fallen.

MEC customer here for decades. While I appreciate that the co-op is no more, the brand has fallen far in terms of customer service and the rock solid guarantee is a giant piece of coprolite.

Went in with a bike for repair (I usually have my bikes serviced there…not after this) while I was there I wanted to explore if a pack I owned could be repaired under the rock solid guarantee. The staff member I spoke with knew little of it so he called a manager or other employee to help. The lady (about 5’6 blonde, sorry have a disability couldn’t get a name) who assisted took one look at the logo and said the pack reached its lifespan. I was pretty shocked, there was no objective evaluation completed as to whether this was a manufacturers defect, no discussion about options, nothing just a big too bad. I probed more deeply and shared how a previous rock solid guarantee was handled at the downtown store and the staff’s reply was, well “that’s why they went bankrupt.”

I guess your store manager has never heard of the long game. After that interaction a few years back downtown I had strong confidence in MEC, I felt they cared about their customers, I even told many people about the positive interaction. Moreover I bought thousands in outdoor equipment (tent. Bike, tires. Shoes, boots. Sleeping bags, rucksacks) after that experience knowing I would be supported. Now I’ll never set foot back in the store, I actually went and took my bike back out of the shop as well.

What could have gone different?

There could have been a transparent and objective evaluation of the product requesting guarantee support.

There could have been options provided - even at a cost to have the product repaired or replaced.

The staff member could have shown a bit more care for the relationship.

I would understand if I was rude or loud or trying to give her a hard time but I never got upset, never raised my voice, just shared the problem and got a lot of negative energy back. I’m not some scam artist I’m a customer, a long time one at that.

I know it is a small thing in the universe of challenges in this world, but if you have a rocksolid guarantee it shouldn’t be based on the whims of a manager. But hey, the great thing today is that we have Sail a fully Canadian company or Altitude to purchase from. Bye MEC it’s been quite a ride. Too bad things had to end this way, hope the new brand doesn’t “go bankrupt” like the old, then again I don’t have high hopes.

I’m sure this message will get some reply from management about their amazing service and due diligence and rigorous process to vilify me as a customer and protect the brand, but customers see through this. My words are truthful, you just need...

September 7, 2023 ⭐️⭐️⭐️⭐️⭐️ I revisited MEC to complete the return of the Pannier Raincover I had purchased for my MTX TOPEAK trunkbag EXP. The cover turned out to be slightly oversized, and my primary reason for the return was the absence of side panel covers. Instead, I bought the raincover directly from TOPEAK.

Today's customer service experience was notably improved and consistent compared to yesterday. During the return process, Marjan was friendly, took the time to inquire about the reason for my return, and efficiently processed the transaction.

Afterward, I headed upstairs to explore small bags for my first aid items. There, I encountered a new employee who approached me and offered assistance. Not only did they answer my questions, but they also provided a helpful recommendation that I decided to follow—it was a great idea. Thanks to this positive experience, I can now confidently raise my overall rating of the store.

September 6. 2023 ⭐️⭐️ Today, we visited MEC in search of a new bicycle, specifically the Urban Hybrid Adventure 2 in size small. While browsing, a friendly sales representative tried to locate one for me, but it was sold out in my size and color preference. I continued exploring and found a great deal on a Pannier Raincover for my TOPEAK trunk bag, so I purchased it.

During my shopping, I had an informative conversation with an employee about Nalgene water bottles and their improvements. However, I was disappointed when I ventured upstairs to the bag section, I found myself pondering the price of an item securely fastened to the rack. Uncertain about its exact location and price, I reluctantly left it behind. Later, my partner informed me that an employee had been standing nearby, overhearing my conversation but failing to offer assistance. Strangely, I had mistaken this employee for another customer, even making eye contact, as I hadn't initially noticed their MEC uniform. This unexpected lack of assistance was disappointing.

The checkout experience was also lacking, with staff exhibiting a monotone, matter-of-fact attitude. Despite a promising start, my visit ended on a disappointing note.

📍 I appreciated the bike racks outside for secure bike parking, the pet-friendly fresh water dish at the entrance, and the well-maintained, organized store.

🅿️ Just a tip: the parking can be a bit tricky to spot, look for the sign and entrance to the west side...

Great place to shop. Limited amount of snow sports equipment due to hording from walking customers, but the staff on hand are still happy to help us find the gear we want through their own inventory channels.

Younger fellow in the ski section tried to help me, but couldn't tell me anything that I didn't already know. But I recognize Joanna from my previous visits and she was very helpful and located all that I wanted from their inventory and help me purchase the gear I was looking for.

It's nice to see all the staff are friendly and have a positive vibe even during this Co-vid issue we all have. But what really surprised me was from what I had over heard in the line when paying for my purchases.

Heard some commotion when waiting in line as a customer tried to bring back a pair of shoes they've bought over a year ago. The shoes looks really beat up and they were saying that they wanted to return it, with saying that they were disappointed with it and kept on repeatedly say that they've been members for a long time and never had problems returning things that they've used.

Come on people! You bought it, you've used it, you broke it, YOU KEEP IT!!! If you think it's under performing after a years use, call up the manufacturer and take it up with them. Use it for a week and it falls apart, for sure, bring it back. But definitely not after using it for over a year.

In my opinion, return abuse as such could possibly be one of the factors of the Co-op going under and being in debt. Imagine even online having 10% of the Co-op's members abusing their return policy… How much money do you thing they'll lose?

Hope they will revamp their Rock Solid Guarantee to a more detailed description of what can and cannot be returned. Really hate to see such an amazing outdoor sports retailer go belly up, because of losing money from dumb and stupid returns.

Keep up the positive attitude North York MEC...