mountainwarehouse.co.uk Reviews 277

Poor quality boots, I purchased these boots on a resale site in new condition with no ware on soles, I have only used them less than 10 times however leather has lots of cracking and soles are coming away at front of boot, Soles still look brand new, For the price of around £60 I do not recommend these boots as they are of poor quality!

Very poor quality walking boots. About to return a 2nd pair of boots which I have only had 7months & side is splitting around sole. Only had 4 weeks & the laces disintegrated. Contacted customer services for replacement laces and never even got a reply. 1st pair of walking boots which began to let in water less than a year I was told they are NOT waterproof. I stated to the shop this is stated when purchased and what use are walking boots which are not waterproof. Won't be buying again from Mountain warehouse when I get my refund.

Mountain warehouse Morganstown, Cardiff
Guy behind desk tried to overcharge me. I picked him up on this and he put it right. He gave me the receipt and I waited in vain for a little apology - nothing came. Not the first time shopping there hasnt been pleasant, due to the 'service'. I don't like leaving a negative review but can't leave it.
I will NOT be shopping there again!

I hoped to buy a British made puffer jacket today but ALL of them did not have any type of closers on their side pockets!
All other such jackets I viewed elsewhere had zips on their side pockets.
Why try to sell an outdoor jacket without zips or some kind of closer???
Would anyone put their phone in a jacket pocket without a zip?
All of Go Outdoors and M&S puffer jackets had zips. Come on Mountain Warehouse get your act together.

I purchased a brand new air bed that arrived covered in sweat stains, hair and dust. Which the local mountain warehouse store confirmed as disgusting.
Customer service online were, for want of better word, absolutely ‘USELESS’. No one knew what the other was doing, and emails that were very misleading with no professional approach.
Way too much hassle to return. We had to organise the company and educate them on their email wording. Terrible experience, never again!!

My husband was treated in a very rude manner in the Keswick in Cumbria store by a lady assistant who claimed to be the store manager.he was attempting to pay for a pack of socks labelled at £6.99 half price. He was told he had to buy 2 packs in order to get them at half price. My husband said he thought this was misleading and the assistant insulted him in front of other customers saying "well if you can't read you can't read" on telling her that he thought her attitude was disgusting my husband was told to get out of her shop.this really upset both of us and other customers in the store were completely disgusted in how my husband was treated.

I bought what I thought would be an incredible winter coat for £90, however within a short amout of time the pockets thread broke and the zipper on the jacket came off so I couldn't zip it off. I went through the refund process of sending it back and now they are not giving me a refund. Just tried raising a complaint and they have asked for photos again so they can confirm the issues, but I've already been through this and returned the jacket. This is a lot of money I don't think I'll be getting back. Do not use this company.

Ive had a horrible experience with Mountain Warehouse in Monmouth. Xmas shopping, bought a pair of gloves marked down to £19.19. Got them home & found that the thumbs were the same size as the fingers. Took them back the next day & waited for the £20 to be credited to my account. I'm still waiting. 3 months of emails photo of my bank statement , provision of my card number. They seem to be accusing me of some sort of scam. At 81 I can do with less stress in my life!!

I recently visited the store and found an item on sale, but unfortunately, they didn’t have my size in stock. The staff offered to place the order online for home delivery, which I agreed to. However, upon checking their website later, I discovered that the same item was listed at a 20% lower price online. While I understand they are not necessarily obligated to honor this, it seems basic customer service to inform the customer of such a significant price difference. Given that these are high-priced items, a 20% discount represents a substantial sum. It's incredibly disappointing and unprofessional that I was not made aware of this at the time of purchase.

I purchased several hundred pounds worth of clothing back in September 2023 for a trip to Canada in December. Two of those items were a pair of ‘waterproof’ gloves and a womens isla 2 down jacket, worth around £160. Whilst on the trip i found that the gloves were not waterproof. MW refunded me for those, which was great. The jacket has barely been used since, however now winter is here we washed it, ready for use. We followed the guidlines on the label. When it came out of the wash the stitching between baffles had come away, meaning the goose down isnt held in. When i informed MW they replied with a generic email saying that as it was more than 12 months old i had to prove that it was faulty when i purchased it! The coat has a three year guarantee! I will never purchase anything from MW again, as it is cheap tatt sold for a premium price.

Trousers are on the face if it reasonably priced, however the so called discounts are difficult to fathom as they are the only outfit to sell their products.
On closer examination and a little wear the cheap manufacture of the trousers is self evident. Cheap zips that stop working, stitching coming undone, on mens the one area opens up, material ultra cheap. This must be made in China for next to nothing. Advice is if you want trousers that are going to last try spending more, regatta and Cotons is where I now buy.

Took forever to be able to set up the refund for a coat i had bought for my son that didn't fit - turned out the last couple of digits of the order number had to be dropped when entering the return information on the online form?! The amount of circles i had to go around to actually find someone to help me with this was painful - customer service emails not responded to etc. So then when i do finally get to post the return, I'm watching my bank account and the money doesn't get returned, one week, two weeks - i look up how long you can expect it to take only to find that the refund policy is 21 days.... waaaaayy longer than anywhere else. Rubbish experience where just trying to buy a jacket ends up taking a horrible amount of time. Still waiting for my refund.

We had to return some walking boots which just hasn't lasted as well as we would have expected for this brand. The young member of staff was so helpful, polite and professional and the whole thing was resolved entirely to our satisfaction - indeed exceeded our expectations. Couldn't be happier, great customer service.

I bought a pair of boots 26th December with a Christmas present. I’ve worn these three times and they’ve split already. I’ve contacted customer service for a return/refund and provided photos of the fault. Session abruptly ended and now unable to get anyone to reply. Their online cyber support “Nevis” is useless. Needless to say, their boots are useless too!

Item ordered. Said dispatched, but never received. Have now received a refund less £2 “return fee”. How I can return something I never received is beyond me. It’s not the amount of the charge, just the cheek and appalling service that annoys me

AVOID! I bought an expensive item from mountain warehouse. On receipt the item was faulty and they have done absolutely nothing to resolve this. I am now around £500 out of pocket even after returning the item with no refund or even an apology from the marketplace seller. Not sure where I now stand but I feel I have been scammed. AVOID AVOID AVOID.

Terrible Quality Products.
Clothing isn't terrible! Certainly not the best.
However don't buy footwear. Soles come apart after 1 or 2 walks/light hikes. Once this happened. I was silly enough to think it was one dodgy pair of shoes I then purchased another. A more expensive pair. These are just as bad. Although sole hasn't come away yet the hoops and hooks which hold the laces having started popping off, again within 2 weeks of light wear. I'll never be buying from them again for any footwear!
Karimor have never disappointed.

Absolutely dreadful avoid at all costs. Emailed now numerous times with no reply, cant get response on live chat and no-one to answer a phone waiting on delivery as 3weeks which is supposedly posted but still not received

I have been in touch with the customer service regarding an issue with one of my orders so they were replying back so slow, on the end told me is all sorted and will provide me with a return label. 5 hours later no return label, I have checked my junk folder too.
Will not recommend, also the items looked different than online.

Terrible customer 'service'. Take 3-4 days to respond to email and don't answer the phone. Faulty coat, poor quality stitching.