mountainwarehouse.co.uk Reviews 277

Poor customer service. I have been trying to contact them all day regarding someone else's order being sent to me instead of mine. I constantly get disconnected from the phone, saying all their operators are busy. I am currently on hold on the phone and connected to their live chat, and I have been for over 30 minutes, but no response.

TOTALLY USELESS COMPANY! TWICE I ASKED TO CANCEL THE ORDER, AND STILL THESE FOOLS SEND IT! AVOID THEM AT ALL COST!!!

Online order delivery to local store overdue and no order updates. Automated customer service voice recognition doesn’t hear order numbers correctly and repeats what it thinks it heard back at lightning speed. It then offers you the choice of having them call you back and asks for the number YOU would like to call THEM back on??? Still waiting for promised update on my order as “warehouse haven’t responded” USELESS!

Returned over £100 worth of boots in store, no refund after 2 weeks so I contacted them & was told you have to wait 3 weeks before chasing.
Another week and still no refund so I chase again, to be fair the advisor on the chat refunded straight away but told have to wait up to another week!
Who takes a month for refunds in this day and age?! This is not the first time I have had this issue with refunds either, poor service.

I have bought Isodry trainers and hiking boots, both claimed to be waterproof....neither are without regular spraying with a waterproofing spray....so, the spray may keep water out, but the items themselves are not waterproof by any means

Awful quality , shoes soles started falling off after 14 months of VERY light usage , I approached MW and they told me that are only guaranteed for 12 months and i should not expect them to last any longer ..

Never will never buy from MW

I went into MW today today to buy some walking shoes or boots. Having found a pr which might fit and could be suitable.I couldn't to see anyone else in the shop. Eventually I found someone with his head down over a phone. I asked as bout finding the correct size and was told to look myself in a stack of boxes on the floor. I found one at the bottom and retrieved it to find it was an American size. I managed to knock the pile I had made on the floor. I picked them up as best I could and walked out. No one showed any interest at all. I am aged 80 and have balance problems which is obvious to most people. I won't go back. Most people are very courteous to me as I was to the man supposed to be serving or at least helping

Worst walking boots I have ever had. Less than a year old and falling apart, soles detaching from the uppers and the upper material literally falling apart

DO NOT BUY FROM THIS COMPANY

I wore a pair of hiking boots twice and they fell apart. No refund, apparently I used them incorrectly. Apparently walking in them is not possible. Terrible quality, cheap materials. AVOID THIS COMPANY

Consistent brilliant customer contact & consideration. Went in recently for a standard coffee flask & came out feeling that I had made an excellent choice & that I would always come back. I have never had a bad experience with this brand.

Bought £20 sandals from mountain warehouse, broke after 2 months of mild walking. Tried to call the branch we bought them from but the lines were clearly broken as they couldn't hear me, tried on many different phones. Poor customer service.

Bought MW’s 40 L Highland backpack for a 2-wk trip, walking but no strenuous climbing. R backstrap broke the morning of Day 2. Had to tie the remaining bits together. Nearly everything they sell now is poorly made, breaks or wears out quickly. They should be ashamed to be in business. After many years, I won’t be buying from MW any more.

Superb customer service from a very helpful and informative young man, l believe his name was Nion, (apologies if incorrect). Makes a big difference to the shopping experience having a polite and helpful assistant.

Regards, RDS

Strange reviews! I noticed their reviews, 51 in total, for a fleece jacket actually consist of about 10 reviews on repeat!!!! Are any of the reviews on their website genuine?????

There’s a ski jacket my son really wants. We went to 2 stores yesterday. Atlantic Village and Barnstaple. Sadly neither had stock and nothing in his size online. BUT I can not begin to explain how amazing the customer service was. It was almost surreal- didn’t realise customer service like that still existed. Will never shop anywhere else for this type of clothing and gear. Nathan at Atlantic Village and then the manager (Roger?) and a lady at Barnstaple, thank you so much for your amazing, professional and friendly service. We appreciated it. While we didn’t get the jacket he wanted, we did get an alternative that my son is very happy with. Thank you.

Do not buy their cheap clothing.

£200 boots

Boots metal tab/hoop pulled off. BY A 13 YEAR OLD GIRL.
Not even one wear.

Boots were a gift for my 13year old daughter.

No receipt =
No help from customer services at all.
"CAN'T DO ANYTHING WITH OUT RECEIPT "
ROBOTIC CONDESCENDING TERRIBLE ATTITUDE POLICY

Sent images of brand new boots in box with all packaging and labels, clearly unworn mint except for the ridiculous damage.

No help whatsoever.

Just rude condescending customer service reps

I visited the Dorking store and was served by The Manager Carol who was super helpful and friendly and ordered walking shoes in my size which I collected a few days later. She also helped me choosing thermal clothing, gloves and a snood. My dog was also made very welcome and given treats and water! So nice to have good old fashioned customer service! Thank you.

Excellent in store staff- Banbury Sore
As everyone else mentioned, sales ladies are great here unlike most other chain-
shop places nowadays. I went to click and collect the order today and ended up buying a few other things. Annette did all the best she could do for me including giving 10% additional off on the already discounted items and negating the price of an energy bar. She was so cool and calm even at the end of the day, especially around the time when they closed for the day. Miriam makes good team members too, and will buy again, in-store if possible…

Maidstone branch staff were excellent in every way - -so helpful, I bought lots of ski wear items - -and although they didn’t have my size in salopettes’ - the assistant kindly wrote down the code and type of salopettes I needed so that I could get them online and delivered the following day. This is what I call proper old fashioned service and excellent products, at an incredibly low price!! Thank you staff so much!! Kind regards Bernard Dodd

Bought 2 ladies fleece tops online in October had to return as they did not fit . Never received a refund mountain warehouse never respond to any emails would not buy again from them or recommend them . Really poor customer service