Mountain Warehouse Reviews 15,417

Excellent customer services team at Mountain Warehouse. I emailed to ask if they could just send me replacement poppers that had fallen off my coat. They responded quickly and I had several emails from them and they ended up sending free return label and replacing the coat, which I really wasn’t expecting! All this within 4 days of first contact. Amazing service! Well done to the team at Mountain Warehouse 👏👏👏

I had an uncomfortable experience during my recent visit to the Haywards Heath store that I feel needs to be addressed. While browsing, I overheard a conversation involving the store manager, Karen, that included a transphobic remark. It was unexpected and deeply disappointing, especially in what should be a welcoming environment for all customers.

Retail spaces should be inclusive and respectful, not places where discriminatory attitudes are voiced openly. Hearing this made me feel uneasy and unwelcome, and it raises concerns about the store’s values and how staff are trained to treat both customers and colleagues.

I hope the business takes this seriously and reflects on the importance of fostering a respectful, inclusive atmosphere. Everyone deserves to feel safe and respected while shopping, regardless of their identity.

Aman is patient and helpful with my inquiry. Appreciate it!

Have a wind breaker-rain jacket that I purchased over a year ago, that I use to cycle. Love this jacket. When out of the washer/dryer, the pull on the zipper broke off, which should not happen.
I spoke with customer service and they replaced the jacket with a new one.
It’s the correct thing to do, but very few companies will do that if it is out of warranty. Very impressive and very much appreciated.

Bought some boots for walking the dog a few months ago. Had to take them back because of a problem with them . No receipt, just proof of purchase. The staff at the Cardiff Llanishen store were really helpful and polite. No issues just good old fashion service. Boots replaced with no problems.

I purchased a rain jacket in New Zealand and when I returned home to Australia I realised it was not really right for me. Mountain Warehouse were courteous, prompt and very cooperative in allowing me to return my purchase and arranging a credit to my account. I wish there were more MW stores closer to Sydney.

Missing parcel which was shipped but not delivered by Evri. Emailed mountain warehouse and nothing was too much trouble. They responded quickly and Jessica sorted the issue by offering to send me a replacement item. Jessica was very helpful and the replacement item was delivered today, as promised. Thankyou

Danielle was very helpful to sort my query!

My wife, who has mobility issues, had a fantastic experience in the Staines branch. A visiting sales advisor with endless patience helped her choose a fleece. Many thanks. 6*

Went to the Weymouth store today to buy a gas cannister. I usually buy the £8.99 one but they had a larger one for £9.99 so checked and was told they both would fit my stove, so purchased the £9.99 one
It turned out when I got home the fittings are not the same the £8.99 has a thread on the valve.
I went back to the store and pointed out the problem. The lady was very rude and said they only sold one type. She insisted I was wrong and they were all the same, I pointed out I had been buying the correct one from the store for ages but she refused to believe me. I then was forced to go to the display and get the correct type myself and returned to the counter. There was no apology she just asked me what I expected her to do about it, I said I wanted to exchange the cannisters and produced the receipt.
She then refused to exchange stating it was company policy. I said the item had miss sold as being suitable and it was my right as a consumer to get a refund. She insisted it was company policy and continued to refuse to exchange. I said I was going to exchange them and she could keep the extra £1. Her colleague then called the police on the shop link radio.
I said I would wait as she was the one in the wrong. She then waved the receipt at me saying the policy was on the receipt. I pointed out that the receipt is given after purchase so I could not have agreed to the policy before purchase but she failed to understand basic consumer law.
Eventually the original staff member who sold me the item arrived and admitted he had made a mistake which I agreed was an honest mistake but I was unwilling to lose £9.99 because of the stores mistake. He then agreed to exchange the item and the town centre security who had arrived let me go on my way.
I have rarely met such incompetent, ignorant and rude staff as the two staff who dealt with the complaint. Added to which the humiliation of having the town centre security called on me and treated as a criminal due to the incompetence of the staff.
The staff member who sold me the item and sorted the exchange was great the other two would be sacked if it were my business
I've been a customer for years but will never step foot in the shop again.

I am delighted with the manner they promptly handled and have promised to resolve the quality issue.

I had no problems with Mountain Warehouse but did with EVRI who were to deliver. Spoke to MW customer services (Danielle Poynton) who quickly reassured me that she would deal with EVRI and that they would resend my items via a different courier. Danielle was polite, pleasant and efficient- a credit to Mountain Warehouse customer services - happy customer

Best service and quick response. Positive behaviour.
Gbenga (Ben) helped me a lot to return the product.

I had a couple of shirts that needed exchanging and the whole process was simple and polite from the email contact with customer service to Jenny at the Harrogate store so much so that a purchased a third shirt while I was there. Well done

Daston was so helpful and clear about how to solve my returns issue.

Contacted Mountain Warehouse regarding a delayed refund following a return id made. I provided the tracking reference to show it had reached the retailer and within 5 minutes I was fully refunded!

While it was a shame the refund didn’t appear when it should and I had to get in touch. These things happen sometimes, and I cannot fault the service I’ve received when contacting customer care.

Special mention to Danielle who dealt with my query today. Thank you and please don’t change! Great service!!!

I had a problem getting the return lable printed they made it and emailed it to me, thanks Danielle P

Natasha, who served me in the Lincoln High Street branch, could not have been more helpful. Without hesitation she gave me a replacement pair of boots as I had taken in to the store a pair purchased online 6 months previously which had split. Natasha was also a great help in choosing new walking socks.

Wow, what a great experience with Danielle Poynton at mountain warehouse. An item came with a security tag attached and fault. It was a Sunday night I thought contact customer service. I got immediate response unbelievable how quickly all was resolved. Thank you Danielle you should get a 5 star review for your work.