Moose Knuckles Canada Reviews 320

Worst company I’ve used in a long time. Avoid at all costs.

Ridiculous company. I bought two jackets because my office is 10 mt from the Italian showroom and the CEO offers me some discount to get it on the official website. The jackets are not really hot and by chance I leave in Milano, not in Montreal!! The size are strange because I bought one large who fit small for me and an XL bomber who's giant. I have now a problem with a broken zip and i asked in the showroom how to fix the problem. They told me to fill a form on the website and it's 3 weeks that I send emails but nothing appens at this time. They notifed me that i will have to pay for the shipping roundtrip and it will take 4/6 weeks to solve the problem. Maybe i ll use it again next winter. No comment
Daniel

I purchased a not inexpensive jacket from this company that claims to sell high quality coats that boasts a so-called lifetime warranty. When it turns out the zipper broke after less than 3 years, the company claims wear and tear (of course I'm using the zipper!!!), but doesn't recognize the poor quality of the zipper they chose as a manufacturing issue and refuse to stand by their warranty. i would not recommend and will never purchase from this brand again.

One of the buttons on my jacket broke (I still had the broken snap/button). I reached out to customer service- since they rave about their life time warranty. Not only would they not fix the jacket, they wouldn't even send me a replacement button so I could get this fixed else where. I even offered to pay. Their customer service was so prompted at responding because they don't actually fix any issues, they have a lot of time on their hands.

Think Twice Before Buying Moose Knuckles 🛑
I ordered 3 jackets expecting luxury, but was horrified to find a dead insect fall out of one while trying it on. Disgusting and unacceptable!

When I reported it, I expected a full refund and proper handling. Instead, they insisted on their standard return policy—I had to handle the return process myself. Worse, they only offer store credit refunds for discounted items, even in a situation this extreme.

This is not what I expect from a "premium" brand. Luxury isn’t just about price; it’s about accountability and care.

Consider avoiding purchases from this company. My experience has been far from satisfactory: it took an entire week just to process and ship my order, only for it to remain stuck in "Awaiting Pickup" status for four days (and counting). When I contacted customer service, they insisted the package had already been shipped, yet FedEx provided conflicting information. Adding to the frustration, canceling or modifying an order seems virtually impossible. Based on this, I strongly advise against engaging with this brand.

Ridiculously bad quality product. Return policy on discounted items is a store gift card. They are doing day light robbery and make u get stuck with their insanely bad quality Chinese made products

I am deeply disappointed and frustrated with Moose Knuckles’ customer service and unethical business practices. The company advertises "free returns & exchanges on all orders" on their black friday sale page, which is misleading and false. After making a purchase, I discovered that discounted items are only eligible for return via gift card, not a refund. This policy was not adequately disclosed at the time of purchase, and when I contacted customer service, I was assured by a representative (Petru) that I could receive a full refund, even for a discounted item. This conversation was recorded and is on file. However, they later contradicted this promise, claiming that the return could not be processed for a refund but only for store credit, which is an outright violation of the terms presented during my purchase.

This is a clear case of false advertising and breach of the Competition Act, which prohibits misleading or deceptive marketing practices in Canada. The company failed to provide clear and transparent information, and their actions constitute a violation of consumer rights.

Additionally, Moose Knuckles customer service department mishandled my personal data, mixing it with another customer's information and request, which is a significant violation of privacy under PIPEDA (Personal Information Protection and Electronic Documents Act). This is unacceptable and shows a complete disregard for customer trust and data protection laws!

I have attempted to resolve this issue multiple times without success and will be filing a complaint with the Competition Bureau of Canada and the Office of the Privacy Commissioner of Canada.

Until they address these serious issues, I will not be shopping here again, and I strongly advise others to be cautious when dealing with this company!

Poor customer service and wouldn’t accept warranty on brand new gilet that had a standing pin inside the lining which stabbed me whilst wearing it.

They just state that the retailer isn’t on their list of authorised ones even though it is a big retailer and the gilet is brand new with tags.

Edit after response:
The seller doesn’t have the stock to replace this which is understandable and they’ve told me to contact moose knuckles regarding this.

I’ve been told that the store locator shows stores they allow warranties from which is only harrods, Selfridges and browns so just know the item your buying doesn’t have warranty even though on the tag it states it has warranty when purchasing from stores other than these.

This isn’t even a warranty point at the end of the day there is a pin inside the gilet which makes it unusable as it stabs me in the back when I sit down. The supports response shows a complete lack of customer care and they just try to make excuses and blame the customer which is extremely poor for such an expensive brand.

Avoid just based on the way they treat customers!

Even the real representatives sound like effing robots

Very unpleasant experience with customer service. Their website has big bold blinking letters that say free refunds and exchanges until Jan 6. The link to details doesn’t work. When I called about making a return the person said you can only get a refund for a store credit (but thats not what refund means!). Sophie - the miserable customer “service” supervisor was very unpleasant. She could easily be replaced by AI as she just kept repeating the same sentence. Never again!

Somehow my experience with customer service agents in this store has been quite disappointing, compared to other stores of similar price point in the America and Europe. It might be the lack of acknowledgement of the customer’s need/experience. Even if they try at first, they seem to lack the right perspective or skill. I’ve been trying to buy stuff from this store for a couple of months already but it’s always the interaction with the agent that makes me decide not to spend a dollar there. I think they have good quality items and there are a few styles that I like. So, I tried to give it another chance, but once again customer service just discourages me at the end. I don’t even care if they solve my issue or successfully answer my question (though, that would be great too!), but the way the agent acknowledges the issue/discomfort makes a huge difference. It’s customer service 101.

hoodie washed few times badge got disscoloured mosse knuckles say not coved by warraty

Awful gilet poor quality zipper broken nearly and not warm after a few months tried to contact for a refund yet they refuse to help after spending £300. You will hear from my lawyers if u don't help

Just bought a £935 coat and then read the reviews. What total BS response 'your feedback does not go unnoticed', too right it doesn't, I've initiated the returns process for a refund.
Notice that.

I purchased a winter jacket from Moose Knuckles, and I was told it came with a warranty. However, the fabric on the sleeves wore out after just two months. When I contacted customer service, they informed me that the damage wasn't covered under the warranty. What kind of quality wears out so quickly, and what kind of brand doesn’t stand behind its product? I will never buy from this brand again.

On my way home (from Canada to USA) I stopped at a Moose Knuckles store and purchased a sweater. Took the sweater home, washed it per the tag’s instructions, and the black tag bled all over my white sweater. We contacted Moose Knuckles via their warranty program and was told there is nothing they can do about it. No refund, no replacement, nothing…I paid a high fashion price for something that I couldn’t even wear once due to it getting ruined because it’s a faulty product. These are STAINS not fuzz!!! They don’t come out

The lifetime warranty is a joke, as they have the final interpretation on the problems of your jacket. If you do wear the jacket and somewhere got broken, they will inform you that it is a normal wear issues and is not their manufacturing defect. Ridiculous, MK should just simply not post the "lifetime warranty" policy and attract customers to buy as you will get fooled by them. Definitely select Canada Goose as their customer service is much better and they don't fool their customers.

Customer service are rude and tend to not take any action and when I have asked to speak to a manager or a personal higher up I am passed between the two customer support staff who tend to not do anything and also insult my intelligence. They disregard evidence or anything you say and stick to the script given to them by moose knuckles not solving anything. Basically robots.

Update to my last review.
My two warranty concerns
1. Buckle screws went missing.
2. Belt deformed.
Had belt for 6 months
Request # 258320
What they did,
1. Replaced screws and scratched the buckle.
2. Did nothing on the deformation (should have been replaced with a new belt!)
Will attache pictures if possible.
Totally unbelievable how this company handles warranty issues! I like to give zero stars but website won't allow.