Mountain Warehouse Reviews 15,417

I had a request for refund due to a faulty product, the refund was processed quickly without any stress and super appreciated!

I recently visited the Aberystwyth store to look for suitable outdoor clothing for work. While I was looking around, Ste, one of the staff members there asked if I needed any help. I told him what I was looking for and he was so helpful, taking me to the right area of the store and advising me on what would be most suitable. Thank you Ste! His customer service was excellent!

Excellent customer service in kingswood from the gentleman with the long hair mr coop this Saturday, working in sales myself I thought he deserved a bit of recognition as he made a lasting impression, it was like my family had our very own personal shopper for the afternoon he took very good care of us and my son was singing his name on the ride back home haha, keep up the good work

Janice responded very quickly to the order mismatch and resolved the issue.

My code doesn't working. Amen try best for make it happened. Very good customer service.

Great options for outdoor wear including shorter length/petite trousers. Decent quality and reasonably priced especially during the sales. Easy delivery, returns and great customer service. I recently dropped off a return but for some reason the tracker was not updating after a certain point. I let MW know as I was concerned it may be stuck. I got a reply about my parcel and that my refund would be processed. Heidi from customer services resolved the issue promptly and professionally.

Used a few times both online and in store.
Find the products decent quality and reasonably priced.
However I recently had to return a product bought online which was too small. Went to a store assuming I could just exchange it - but no. Apparently you have to return the original item in store, repurchase the correct item and wait (currently 10 days and counting) for refund of original item leaving the customer out of pocket, albeit temporarily.
Just wondering why it takes so long to process the refund. ?
Update 8 May - refund received today - thank you.

My package was damaged during shipping, and as a result 3 items were missing when it arrived. I reached out to customer care to see what could be done, and they immediately rectified the situation by reissuing two of the items and refunding me for the third (which was now out of stock).

I was really stressed when this happened and wasn't sure if anything could be done since it was an issue with the shipper and not the store. But I was pleasantly surprised by the swift service I received and would be very happy to shop here again.

Thank you Raluca, Lavinia and Janice!

Mountain Warehouse team responded quickly when my parcel was misplaced by the shippers. The chat bot referred me to a person promptly. Customer service informed me that the items were in stock and gave the option of full refund or re order. In my situation partial refund and re order of the rest worked best. The re order part is being delivered as a premium delivery.
Well done to the customer service

Great support service, with a very clear and understandable conversation.

I have a problem with an online delivery. The local courier company have not delivered, despite having had the parcel for several days, so I contacted Mountain Warehouse for advice. I received some sensible advice from Aman.

Warning: Not for cold weather. I bought the Alaskan 3-in-1 in January 2026 online based on thermal rating, but it is a total letdown. It looks nice, but it offers almost no warmth in actual winter conditions. It feels much more like a lightweight coat for early summer or spring. If you are looking for a true winter jacket to keep you warm, this isn't it.”

I only give this coat 3 stars because it's a nice coat but overall but only 1and half star due to the cost and warmth of the coat.

They use evri to deliver their items so whats more to be said. Delivery date was incorrect so I wasn't expecting it today so my parcel got left in an unsafe area and of course it got stolen. So I am now boycotting this store as I can't get hold of anyone to get a refund or a replacement. Absolute joke companies using evri

I ordered an 18L backpack and womens fleece top in a single order. Both items are very nice and I got an additional discount using a voucher code as well as free delivery when I checked them out for payment online. These codes also worked on my already price-reduced items, which was a bonus. I was unfortunately sent the wrong sized fleece top, though Mountain Warehouse Customer Service were excellent in resolving this issue for me and I found them very quick to respond to my telephone calls and emails. So all in all, I think they sell good products, often with good discounts and offer excellent customer service when you need it.

I Placed an order with Mountain Warehouse on the 23rd April 2026 and it was delivered on the 25th April 2026.
This is excellent service not just by Mountain Warehouse but EVRI the courier as well.

Ordered a weird fish hoodie from mountain warehouse, tried to return it to a store and was told I can’t because it is a 3rd party seller and now I’ve had to jump through hoops to return it, as mountain warehouse doesn’t want anything to do with it. This wasn’t made clear when purchasing. They have made it unnecessary difficult and time consuming for no reason. If you buy something from a company it should be their responsibility to handle returns. I’m not impressed.

It turned out that the shoes I ordered were sent from a third party business: Express Brands, and not actually Mountain Warehouse
The shoes do not fit and so I needed to return them.
It turned out that there is a different procedure for returning to Express Brands and I cannot even take them to a Mountain Warehouse store.
When I tried the return link from Express Brands it did not work; I filled out all the info but when it came to 'Create your label' button, nothing doing (and for sure, I had completed ALL the details)
That was bad enough, but when I wrote to the support department at Mountain Warehouse explaining the problem (including order number and everything needed) I just got a reply repeating the procedure I had already tried and sent me back to the returns page that I had just complained about.
I would not have ordered had I know these shoes were not coming directly from Mountain Warehouse. They are very unwise linking to a third party like this. I have ordered shoes from them over a period of ten years and, up to now, had no problem.

Delivery was slow with no updates and, having returned the trainers, I am still awaiting a refund despite the returned package being received by Mountain Warehouse 9 days ago. Not happy with this, but it seems to mirror the disappointingly slow refund process that lots of other customers have complained about, stating that they have had to wait far too long to get their refunds.
Edit: the contact detail given in the MW response, asking me to get in touch, just bounces back as undeliverable and the email given on the website does actually work and delivers a confirmation but assures me that although they thank me for contacting them, 'to please note that this inbox is not monitored and we are unable to respond to emails sent here'. Kafkaesque!!!
Too frustrating - I have wasted precious time on all of this and have learned a valuable lesson; not to shop with them again.

Edit: 25 APR 2026
I've updated the rating as all issues have been resolved. As u have mentioned before, the products are very good value for money. There are a range of colours and styles. I primarily get clothes and shoes for my kids. They particularly like the fleeces as they are really soft. The main thing that needs to be improved is reliablity of delivering the order.
Original.
I received the wrong item. The only way to get customer services to respond is to write a 1 star review.
Can you please respond to my email.
Case 88338948

I got in touch recently as I had a problem with a childs swimsuit and they got back in touch straight away. They resolved my issue straight away and were super friendly. Thank you, Aman, Muzammil, Nikola, and Lauren for all your help.
Great customer service.