Mountain Sports — Local services in Arlington

If possible I would give Mountain Sports zero stars. My recent interactions with Mountain Sports was the absolute WORST customer experience I have ever encountered or witnessed in my 60 years on this planet! I purchased a high end $3000.00 Kayak from Mountain sports this past February (2020). When the State of Texas Department of Wildlife offices reopened (closed for months due to Covid 19) I filled out my paperwork to get the kayak registered and waited 3 weeks for an appointment. My appointment date was this past Friday, June 19th. After presenting my paperwork to the TDPW I learned that the boat serial number on the Bill of Sale I received from Mountain Sports was registered to someone in central Texas. To make a long story as short as possible I learned that the Bill of Sale I received from Mountain sports was incorrect and further learned that they never provided me with an MSO (Manufacturers Statement of Origin). These are documents that the State requires to register a new boat. While standing in the TPWD registration office I called Mountain Sports and asked to speak with Josh the Manager then explained what I had just learned. I explained I was leaving TPWD offices and needed him to have the an accurate bill of sale and an MSO for me when arrived in 45 minuets. Josh explained the he could give me the phone number to Jackson Kayak's and recommended I should call them for the MSO document. I explained to Josh how these issues and inaccuracies were caused by Mountain Sports and it would be great if he took ownership of the problems and made any needed calls to Jackson Kayak's corporate offices himself while I was driving to pick up the documents.... Josh's reaction to my request was to become angry and hang up on me. I'm not kidding... He became exasperated with me because I asked him to clear up their mistakes. This gets even worse... When I arrived I had to wait for Josh to sign the Bill of Sale (State requirement)... After signing an accurate Bill of Sale he asked if I needed anything else. I explained that an apology would have been great then turned to leave the store. When I began opening the door to leave I hear someone from the register/counter area say "Wha, Wha, Wha"... I am not making this up. I turned around and looked at Josh and asked asked if he made that remark. Josh's reply was " I didn't say that" I turned to another employee standing next to Josh and asked if he had made the remark. His reply was "I didn't say that". I looked at third employee standing behind the counter and asked him if he made the remark... He admitted that he said it. I explained to him that his remark was childish, petty and extremely unprofessional. I walked outside stunned about what had just happened then went back into the shop and spoke with the owner Bill whom I realized had witnessed the entire situation but did not become involved. Bill apologized for his employees comment and explained that he had "gotten on to him". I urge you to remember this nasty experience if you are considering doing business with...

First off I want to say this might be the 2nd review I have ever left in my life. Its not something I usually do... I can't begin to explain the level of customer service I received from Mountain Sports. I live in Alaska, and my mom ordered me a birthday gift (the kelty low double chair). Kelty, this year, released a new version of that chair that has a blanket integrated into it, which is what was ordered for me. Mountain Sports sent out the previous version which was incorrect. The chair arrived just before leaving for a camping trip. Upon notifying them of the mistake and the timeline, Josh (manager?) told us to go ahead and use the chair and he would send out a new one for us. I immediately questioned this as using it would make it used (campfire smell, spills, etc...). They insisted that it was their mistake and told us to go ahead and use it anyway.

I got home from my camping trip to discover the new chair and a hand written note. The note informed us to go ahead and keep the "mistake" chair and enjoy the correct one as well. ADDITONALLY, they threw in some extra goodies (north face beanie & bag). This is a level of customer service that you do not often see in today's retail world. Going forward, I will be looking to order from Mountain Sports before I look anywhere else for my gear. If I could give more than 5 stars I would. Thank you Josh and Rachel! You have earned a...

I will say that everyone here is very friendly, helpful, highly professional, knowledgeable, and dedicated. I haven't heard of Mountain Sports until I did a deep dive on a discontinued roof rack system and to my surprise, Mountain Sports has them in stock and reasonably priced. No price gouging like other sellers.

I didn't want the latest and greatest from Yakima with their Baseline system and found that Mountain Sports has Yakima's last generation Q Tower system in stock. I placed an order on their eBay store for local pickup. I'm glad I did the local pickup. This place is a hidden gem. Mountain Sports is not a big box retailer that tries to push you to upgrade or spend more. I spent a good 30 mins just browsing around making a mental list of what I need to pick up for my next visit. This place is a paradise for the outdoor folks.

I wish I was good at remembering names. This person help me find a pad for my Q-tower kit. He gave me a piece of very helpful advice; "Find another clip kit that contains the pads you are looking for." It didn't dawn on me to look at different clip kits. These clips have been discontinued for years. I did a quick search and found them in a different kit!

Just because of his advice, Mountain Sports has found a new customer for life!

I will definitely come...