mountainwarehouse.co.uk Reviews 277

Terrible returns and refund experience. Items not arrived and had to hand write a form to request a refund. No ability to match up refunds to orders and so lots of confusion over what has been returned and what hasn’t. Returned two items to a store and only got a refund for one. +29 days later I’m still waiting for £139.99 to be credited back to me. When I’ve queried they told me a previous refund is for this item, despite that refund being for a different amount and occurring before I’d even returned the coat to store!

I had ordered some shoes online and the walking boots are really comfortable , I was told if I do a review , I get 10% off my next purchase , I do lots of walking and find every outdoor boot I have bought comfortable.

Having ordered then needed to return an item I spoke to Victoria on the live chat about being able to exchange for a smaller size. She was able to send this the same day on express delivery as I had already started the process of returning to them. She was more than helpful, great service.

My order never arrived, they kept saying it was coming and it never did. Absolutely grim company never buy from here

Hairda! Such a Great cutomer support from beginning to end of the process. You really informed me and go the extra mile at every stage.

ordered a christmas present on the 3rd dec waited until the 22nd as i got a bit worried it was`nt going to arrive. It is`nt going to be sent !!! didnt tell me till i got in contact, at least i have 2 days left to get something sorted!!! so a big thank you ... no its a big NO dont use there online shopping its rubbish

I placed an order of two items and the funds were taken from my account. I received an email 10 days later to say that my items had dispatched. When my parcel arrived this contained only one item. I contacted customer services and I was informed that the second item was out of stock and I would receive a refund. At no point did I receive a notification to say that this item was out of stock. They have taken my money for an order that they could not fulfill and I can only think they would have continued to hold my money if I hadn't contacted them. Avoid at all costs.

Extremely disappointed with the service, they have lost most of my £500+ order and now are requesting for me to fill in the enquiry for BY HAND listing all the items they haven't delivered (word doc with 20ish items listed isn't good enough). Fabulous techniques to persuade you to give up... Very unlikely to be ordering again and still uncertain of the outcome.

They took £16.95 off me on October 5th then supplied gloves instead of mittens. Returned October 18th. No refund at November 9th.I should have read the one star reviews. J L Hutchinson.

I visited the store in Banbridge Co. Down with an online return. I was met by 2 members of staff who were just so nice and obliging. I really couldn't reccomend them enough. My first visit to this store. Don't be my last. Edel Brennan Co. Louth Ireland.

Ordered a load of items and they sent by hermes. Never received items, tried to enquire about my items which was then refunded even though I didn't ask for a refund I just wanted my items. Will never shop here again. Do not advise

Lisa and Rachel at Looe branch are absolutely brilliant. They helped me find exactly what I needed and did it with a smile even though it was past closing time. Excellent customer service. Lovely ladies thank you for making our holiday ❤💙

I bought 4 items from the Glasgow Gordon Street branch all of them labeled as buy on get another one free. I chose 4 items on the basis of the offer tag information. After paying for the items and querying the total the assistant advised me that one of the items was not on the deal despite being labelled as such. Her and two colleagues were beside the till and when I questioned the total they were rude, arrogant and unhelpful making me feel entirely uncomfortable and appear mean for questioning the cost. I will not use Mountain Warehouse again after many years use and suggest customer service training is much needed in this store or a change of staff!

My review is for the customer service department.
I ordered a coat for walking my dogs in the rain.
The price was OK and it looked smart so I ordered it. Delivery was fast, it arrived earlier than expected but sadly it was more for walking in a light shower than walking in heavy rain. I must stress that this was the only reason I needed to return it, the quality was good. It was well made.
I sent an email and they responded immediately with instructions on how to return it and they even refunded my money before I had sent it back!
On the strength of that alone I will definitely buy from Mountain Warehouse again.

I am amazed at the wonderful customer service at your Galleria Hatfield branch. I took a pair of leaky boots back and they replaced them without any fuss or bother. They also helped me choose my new pair. The staff were extremely friendly and helpful. I did thank them but taking the time to leave a good review is the least I could do.

I placed an order [M10477276] for camping chair on the 28/08/2021 and a month later it still has not arrived. I don't understand... I am now waiting for the company to get back to me. I will keep you all posted

I ordered some items, but received no acknowledgement or emails from M W. There was also no record of the order when I looked at my order history with them. Consequently I reordered and that was acknowledged. They sent the re order minus a light.
When I received my credit card statement however they had taken two payments. I have been in constant contact with MW but they appear to be reluctant to return one payment. And to add insult to injury; they offered to send me my missing light and I received an empty package from them. I will never order from them again, it's been stressful, time consuming and has left me billed for a non existent delivery.

I've just ordered 11 items off their website, to which money was removed from my account. Of the 11, 8 weren't in stock and I now have to wait for a refund, apparently a warehouse error!

Strongly suggest not using their website

Paid for goods in store they even checked stock available of which plenty
Receive email saying order processed
Low and behold day later you receive a message to say goods not being delivered
This is surely fraud as the company are taking money on goods that they don't have completely conning the public

Ordered two inflatable camping mats and when my order arrived (which was extremely rapid) there was only one camping mat but the invoice said two. I phoned them up that same day and they said it had been forgotten to be put in so they would send me out another on express delivery. I waited one week and nothing arrived. I phoned them up and they said Hermes had it. I asked for tracking information but they didn’t have any as they blamed Hermes hadn’t scanned it when they received my order. Anyway they said they would send out another one yet again on express delivery. I said I needed this camping mat within 7 days as I was needing it to go away. They promised I would have it in time. 4 days later still no camping mat so I phoned them and they told me not to worry I would get it in time. The night before I was going away and guess what? still no camping mat. I phoned them yet again and i got a new excuse of they were changing locations so they must of gotten lost in the move. I do t know how they lost them when the two previous phone calls they were adamant that Hermes had my camping mats. So if they had of sent a camping mat out twice where are they????…I still haven’t received them.