mountainwarehouse.co.uk Reviews 277

Poor customer service
I received a faulty coat and was told I would be charged return postage unless I returned it to a store, I live nowhere near a store hence my online shopping really unhappy customer order number M13658376

Unfortunately their returns policy states it can take upto 21days before a refund is issued ,I've only had to return items twice and on both occasions I have had to contact customer services as I have still been waiting.

I recently went to the Llandudno store to purchase some trousers. I was dealt with by Luke. Unfortunately the size that I needed were not in stock, however he was able to order them from their main warehouse and arrange for them to be delivered to my home address. The item arrived within 48 hours.
As a general rule I find the level of customer service provided in the UK is poor to say the least, Luke though was excellent. He was polite, helpful and knowledgeable. He is a credit to the company.

Wow contacted mountain warehouse at Affinity Fleetwood to ask about Ohio boots spoke with Colin probably the most helpful shop assistant I’ve come across for a long time he went out of his way to check prices and available stock so helpful I got in the car and drove to the store where both himself and Kim the other member of staff went out of there way to guide me through their products I will certainly be recommending this store and to the management these 2 members of staff are a credit to the company

Really helpful staff at the Fox Valley, Sheffield store helped me to organise my three young children for a trip to Lapland in December. Snow boots, ski jackets, thermals etc etc. The advice and guidance made it an easy process with very excited kids!

Really poor customer service. Requested help with returning an item, confusion caused by Mountain Warehouse paperwork. Really disappointed

An excellent customer support.My parcel got missing but showing as delivered.Joanne McMenemy was very polite and offered replacement.Very helpful. Thanks

I ordered a jacket, delivery mentioned 3-5 days. 15 days and counting.. Still not delivered.

And the only option the customer service offer is a refund!

Very poor shipping service and the customer service.

I would not recommend order anything online!

Back in July Mountain Warehouse failed to deliver standard outdoor products. I already reviewed that step of their service.
More than a month later I was still billed for the products that the business failed to deliver to my home. This, despite assurance from too many Mountain Warehouse Customer Service operatives to make their business model credible.
Extremely disappointed in Mountain Warehouse forcing me to resort to involving my credit card company.
Once upon a time, Mountain Warehouse, I was a loyal seasonal customer of yours. You need to nurture your flock, not neglect them by providing manic levels of unfocused e-customer service attention.

The staff were lovely, but I am very disappointed that the range of women's clothes is not only limited, but more expensive than the men's range.
The reflective cycle jacket that I wanted to buy was, in the men's, a much better quality, with a lining & thicker fabric than the women's which was a thinner fabric with no mesh lining. The women's jacket was £10 more expensive! Unfortunately the smallest men's size was too big for me.
This happens in other clothing & footwear lines as well - very sexist & frustrating!

A pair of walking shoes that were nearly a year old had developed a damaged toe through no fault of mine. The staff at the Ulverston branch replaced them without a quibble. Excellent customer care delivered by friendly helpful staff. Thank you.

I stupidly submitted an online order and missed out my street address and just gave the village and postcode! I thought I was going to have to stand in the street and flag down all the passing delivery vans to find my parcel but Daisy sorted it out for me!
Thanks so much!

We have been purchasers of Mountain Warehouse products for a number of years. We visit a variety of stores in our locality regularly. We have found a huge difference in the operation of the Perth store since Ciaran became the manager. The layout is much improved and the whole atmosphere is much more welcoming. The current online ordering system, whilst necessary during the pandemic, has recently left a lot to be desired. There is confusion for the customer where items may have a slightly different description, code and even price and yet when they arrive, they are basically the same item. On a recent order a twin pack of the same item and colour arrived with one item of the requested colour and correctly labelled, while the other was of a different colour and no label. There was no explanation note. Multiple items are sent in separate packages with invoices which do not seem to relate to the items in the packets and which also show differing total price. If this sounds complicated it is and is difficult to decipher. We were lucky that Ciaran was on duty that day we visited the store to ask for help in checking that we had not been overcharged and to return and reorder some items in different sizes, etc. Ciaran was so helpful, and he dealt with the situation in a calm and competent way which made the whole experience bearable. He took all the stress out of a difficult and complex return. He also made us feel such valued customers that we have decided to stick with the Mountain Warehouse products while remaining frustrated with the company’s way of doing business. Thank you Ciaran we cannot sing your praises highly enough.

The team at Tavistock Mountain ware House are friendly, helpful and knowledgeable.
It is very rare to find a shop which puts customer service as the most important factor when dealing with customers. Many thanks for your patience in sorting out and ensuring the correct walking boots fitted and suitable for walking on Dartmoor

Manager Sam at Winchester rude and dismissive take a purchase back and no receipt given but online one issued !! Never received not in junk or bin or anywhere else Sam said I had to have a gift card for the return as there was no proof of purchase!? Clearly shown on label that hadn’t been removed from garment in there own bag that I was charged 20p for !? I’m a 52 yr old man who had regularly purchased from mountain warehouse never again !! Managers should try to engage with customers not dismiss i hope that the gift card makes up for the loss of custom as I will not entertain buying again very poor customer services

I had 2 items to return. The courier should have collected them the day after I requested the return but over a week later I still had them. The customer service agent tried escalating the matter and didn't give up but Evri (formerly Hermes) stopped answering her emails. After 9 days Mountain Warehouse refunded the money and told me to keep the items. So, excellent customer service from MW but not Evri.

What fantastic service at the Evesham branch, yet again. Elliott the manager is so friendly, helpful and accommodating; great prices and products too! Many thanks for getting my son kitted out for a wonderful trip to Cambodia.
More shops need to have staff like this!

I absolutely love your own brand of walking g trousers. Finally I find some that fit perfectly and are super comfy. So much so I have bought more and the cut off trousers variety.

I just want to mention my recent experience with mountain warehouse 😊 I bought a walking boots a month ago and it wasn't comfortable I even lost the receipt so I contacted the company I was told to go to the local branch and either exchange it or refund as it's the quickest way I went to the branch at Crow Road retail park Glasgow and the Guy was there David 😊 was so friendly, helpfull and very professional I showed him the bank statement the boots and he helped me looking around when we couldn't find the same size he order one for me and to be delivered to the house free of charge.
Thank you so much David and thanks to all Mountain ware house Customers service staff who helped me Chole,Simmons, Valentina & Karima

Staff were so helpful and accomodating. They were cheerful and nothing was too much trouble.

Always so helpful and if something isn’t in store they always offer to help source online.

A joy to visit !