mountainwarehouse.co.uk Reviews 277

I paid for 2 day delivery. Mountain Warehouse misaddressd the parcel which DHL attempted to deliver somewhere every day for a week! Despite contacting M Warehouse customer service the only way possible by chat and supposedly arranging for the parcel to be delivered to a local store for collection, it is still at DHL delivery depot. I spent over an hour waiting for customer service to answer the phone then a voice said we still cannot connect you so we will terminate the call. I sent emails without any reply now 6 days later I am still waiting. There is nothing else I can do as they are not contactable at all. What am I supposed to do. I have never known such appalling uncaring customer service.

If I could give no starts I would.
They don't answer their phone or the chat.
Our order has not arrived and unfortunately they use Evri which we all know is rubbish.
Tracking says Evri has parcel and have done for days. Contact Evri and no luck also this should be down to Mountain Warhouse to do not the customer.
Wont ever use them again.

Placed an order in store for delivery, not arrived and courier has not received it, do not answer the phone or respond to emails or social media messages, will be contacting the financial ombudsman to get my money back, avoid!!

We tried to return a hat that cost £24 which we had bought for my elderly mom. It didn't stay on her head and kept rising up. The knitting was too stretchy and wasn't fit for purpose.
The manager wouldn't even let us swap it for another hat or offer us a gift card. We shop there a lot but will never step foot in there again .
This was at the Lichfield store
Feel really annoyed as my mom is in a wheelchair and feels the cold

Very clean well stocked shop got a nice winter fleece and some socks,staff very friendly a nice experience highly recommend.

I have bought my shoes there yesterday. I did wear them for less than 10 minutes until I found they are hurting my ankles, so I put them into original box, wrapped into original paper and tried to return them the very next day. No luck, the answer of the store manager was - you did already wear them, so sorry, no return, all I can do for you is to throw them into bin if you want me to. No more comments needed I think.

I also tried to contact the customer line - ending 31st in the queue, expected waiting time over 90 minutes. I accepted the automated offer to call back, but alas, when the system did call me back, it did call just to put me into queue with waiting time over 32-36 minutes. Twice.

This company did almost everything in the book to deliver exceptionally bad customer service. It seems to be almost intentional.

I’ve visited the Solihull store multiple times looking for 3/4 size furry boots with velcro fastenings. While stock has always been unavailable the bigger issue is the staff’s attitude. One man, around 40, was particularly unhelpful, he even turned his back to me fiddling with some papers while speaking to me and I said that I couldn't hear him as his back was turned to me, he didn't respond so I walked out.

Overall, the staff seem uninterested in assisting, and I now dread going in. Very disappointing customer service.

Really appalled with their customer service, and the attitude of their staff within store. Bought a pair of walking boots/trainers, took them out for a spin but unfortunately they were so tight and ripped my feet to shreds. Took them back, no issue and exchanged them for a different pair. These seemed to fit a little better and weren’t as painful but after a very short walk same thing happened again. Took them back and explained the issue and they refused to take them because they’d been worn. I’d explained the first pair had been taken back no problem and their response was you clearly didn’t wear the first pair. The woman who was serving me then was one of the most condescending people I have ever dealt with in retail as she tried to explain I can bring them back if I’ve worn them in the house for a very short time only. I tried to explain that how are you supposed to know if the boots actually fit/work properly if you don’t wear them on a proper walk. Bear in mind, it was not a muddy walk, or a wet walk, the shoes looked brand new when I took them back. She then said again I must have lied and not mentioned the previous pair was refunded. I pointed out the man who served me last time and he confirmed he refunded me because they’d looked fine, she then scolded him and said she wasn’t refunding these and I had to take it up with customer service. I have now done so and guess what, not a single response, and the returns period is about to end. Funny that. Do not recommend this shop in the slightest.

Bought a headtorch. Yes it was cheap £7.99 but it was also unwearable as the elastic headband had been fitted twisted and couldn't be untwisted. Plus the LED light stopped working within days. No response from the Mountain Warehouse team when I told them about this. The torch has been discontinued though so maybe they did read my 'feedback'.

Ordered a cap in January 2025 — it was never delivered, returned to the seller, and nearly a year later I’m still waiting for my refund.

Customer support keeps apologising and "chasing the seller" but nothing ever happens.

Absolutely unacceptable - I’ve been fed promises for months instead of getting my money back.

Great shopping experience thanks to Sean at the Mountain Warehouse, Guildford store.
Unusual these days to get eye to eye contact and a smiling face when looking for assistance!
Sean is very professional and a credit to the store, other staff seemed to be more intent on putting out stock, vacuuming or cashing up (at 4.30pm)!
10/10 to Sean.

Mountain Warehouse were spot on and exchanged my coat when the stitching spilt on the cuff with no issues. The new coat has been used for a while now and ok, I love the clothing. Also always voucher codes and discounts available. Would recommend.

Courier company lost my parcel in its system. I contacted Mountain warehouse and they sorted a replacement straight away - arrives the next day (via same courier company!). They also refunded my delivery cost.

Bought two pair of outdoor trousers roughly 8 years ago , absolutely quality clothing 100% happy. Last 4 pairs I have bought did not match the first 2 pair i had bought regarding material quality. Looks to me they are changing material suppliers and getting a poorer quality of material. NOT HAPPY.

Awful customer service. Don’t even bother to reply back to emails! In store prices are different to web prices which is ridiculous.

One star given as service from this company is atrocious. I have ordered twice this month, 1st order took around 10 days to arrive. Second order lost. Customer service is pathetically poor, can’t explain which areas their delivery covers and why EVRI take so long to deliver to Scotland. They can manage it next day when delivering for other companies. I can only presume that MW use the cheapest available service and that service links my postcode to ‘Highlands and Islands’ which is an error on some systems. No matter: EVRI have now lost the delivery so after wasting nearly a fortnight on this, the order has been cancelled. Still waiting for refund, though!

We called in at Mountain Warehouse, Totnes about 4pm. The staff at the tills/service desk replied to us when we said hello. We then went to the hiking boots section, trying to find a specific brand. No-one came to see how we were doing, although there were no other customers in the store. My husband went to the tills to ask about the brand and staff said the store only stocks MW hiking boots, which by then I was looking at. No-one came to see if I wanted to find out more about the boots in stock. There was just no interest.
It's a pity, because our experience on previous visits has been very different and a much more positive experience.

Kept informed when being delivered excellent quality of fleece top even nicer than picture well pleased and with price

Katherine and Sally at Mountain warehouse in Gates Garden Centre today
They were helpful, patient while i tried on numerous trainers suitable for walking , friendly professional service thank you

Ordered a child backpack carrier which turned out not to be right for us so we wanted to return it. The backpack was purchased from Mountain Warehouse's website but needed to be returned to the third party seller Twist Distribution. I followed the link on Mountain Warehouse's website to return to Twist Distribution but it took me to an internet page asking me to set up a direct debit even though returns are supposed to be free. I therefore contacted Mountain Warehouse's customer service and then had to chase them for a reply. Eventually I was sent a returns label but not the accompanying QR code. I then had to follow up asking for the QR code and was told I may have to pay for another returns label. Eventually, after I made my concerns clear, the QR code was provided and I have been informed I will receive a full refund, but it was extremely difficult to return the product and get my money back and I will not be ordering from Mountain Warehouse again.