The product is lightweight, very comfortable, and truly justifies its price. In fact, it performs better than many well‑known brands I’ve tried. My only concern is the pocket design. There are no zi... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
The costumer service rep was helpful and heard me, but the resolution was still unsuccessful. Still confused how a promo code is provided in the mail doesn’t ever work and the rep even gave me a new c... See more
Company replied
I went to MW in Aylesbury to gear up for a mountain hiking trip. I felt overwhelmed by the huge choice available. Fortunately I was helped by a very knowledgeable lady called Dimpal. She spent a s... See more
Company replied
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... See more
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Company details
Written by the company
HELPING EVERYONE ENJOY THE GREAT OUTDOORS At Mountain Warehouse we want everyone to enjoy the great outdoors and we'll help keep the whole FAMILY warm, dry and active – including the dog! Founded in 1997, we’re the UKs’ largest dedicated outdoor clothing and equipment retailer and have been offering our customers unbeatable VALUE for money and outstanding quality for 25 years. We pride ourselves on our in-house designed and developed product ranges and in recent years we’ve added a curated selection of products from other brands. Now, through the addition of our Mountain Warehouse Marketplace, we’re partnering with more sellers and brands to bring you our widest ever CHOICE of products across even more categories. Like you, we’re on a SUSTAINABLE journey so we’re introducing more sustainable materials and packaging whilst minimising waste and the impact we leave behind. So, whether you're planning on travelling the world or exploring closer to home, we have what you need for your next ADVENTURE.
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4.0
Great
15K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
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Many thanks to Nicole
Many thanks to Nicole, manager at Pontarddulais Road Retail Park in Fforestfach, Swansea, for going the extra mile for me on Saturday. On the way to my mum’s and rushing to find her a last-minute birthday gift, I tried my luck at Mountain Warehouse. Nicole not only sorted a great gift for me but wrapped it for me then and then to save me doing it at my mum’s! All that with a genuine smile and a great sense of humour. Taking good old-fashioned Welsh customer service to the next level!
March 28, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and that Nicole was able to help you find what you were looking for.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
I came into the Sligo MW store today
I came into the Sligo MW store today. I was greeted by a very lovely lady called Naomi. (Very much a credit to your store) Naomi’s customer service, product knowledge, along with the transaction of payment was absolutely outstanding. It’s very good to feel I can come in to store again for advice / help knowing it’ll be given. Fantastic!
March 30, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Jessie,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Naomi was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Kaoutar
MW Trustpilot Team
Always trustable
I have been shopping with mountain warehouse for the last eight years. Their products are great, economical, lasts long and with great customer service. Have never thought of switching to another brand for my winter gears
March 30, 2026
Unprompted review
Reply from Mountain Warehouse
Good evening Vinodh,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Amazing service from Fiona at Mountain…
Amazing service from Fiona at Mountain Warehouse Fort William. She went above and beyond for me today. What went from a negative experiance with a pair of faulty walking boots became the most positive experiance. Its not all about the sale she genuinely wanted me to feel good about Mountain Warehouse. Very grateful to her.
March 28, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Joanne,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Fiona was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Kaoutar
MW Trustpilot Team
Outstanding Customer service team
The Customer service team on live chat were super helpful and quick. Thank you so much for going above and beyond to solve my problem!
March 28, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Daisy
MW Trustpilot Team
I visited Selly Oak store today
I visited Selly Oak store today. I need to wear my own bespoke insoles in shoes so when trying the shoes on i took the shoe insoles out and put my own in to see if I had the right size shoe. I was told by an assistant that I was not aloud to do this. So unfortunately I ended up not trying any more on and leaving.
March 27, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review today.
At Mountain Warehouse, customer feedback—both positive and negative—is incredibly valuable as we strive to improve the experience we offer across all our stores.
I’m truly sorry to hear that your visit to one of our stores didn’t meet expectations. This isn’t the level of service we aim to provide, and I’d really like to look into this further.
Could you please get in touch with us via our Contact Us form here, and include "Trustpilot" alongside your order number in the order number field. Please also provide details of the store visited and any relevant information. This will help us ensure your feedback is followed up appropriately.
We appreciate your time and hope to have the opportunity to restore your confidence in shopping with us.
Best regards,
Daisy
MW Trustpilot Team
Best customer service!…
I needed to do a return due to measurements I felt weren't accurate and was helped by Adam. He was exceptional at helping me not loose my mind about the return shipping. He gave such great customer service and helped me through everything. I will buy from Mountain Warehouse again simply because of how the situation was handled. A+ customer service!
March 27, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Daisy
MW Trustpilot Team
Purchase of walking boots
Recently bought a pair of Mountain Warehouse 'Storm Waterproof Isogrip walking shoes' - been out in them today for the first day and found the shoe itself incredibly comfortable - unfortunately the soles are awful and very very treacherous!!
According to the sales assistant who I spoke to today, the soles are a 'hard material' that is incredibly slippery on wet rocks to the extent that it is dangerous to wear them - he said it was a known thing and nothing he could do about it
Given it is a known thing then it should be flagged either on the description of the boot or at the point of sale
Very poor experience
March 12, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review today.
Customer feedback—both positive and negative—is extremely important to us at Mountain Warehouse as we continually strive to improve our service.
I’m very sorry to hear about the issues with your order and that you didn’t feel our Customer Care Team provided the support you needed. I’d like to look into this further for you.
Could you please reach out to us via our Contact Us form online and include "Trustpilot" alongside your order number in the order number field. This will help us provide the best assistance.
We appreciate your time and look forward to helping resolve this for you.
Best regards,
Daisy
MW Trustpilot Team
Great customer service
Great customer service. Mountain warehouse goes above and beyond. I had a problem with my new Boots. I had to buy new insoles to correct an issue. Ben refunded me for the insoles. Love my Ultra Peak boots and very happy with how my issue was handled.
March 27, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Robert,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Paid in Cash, Refunded Nothing! Very poor customer service
After weeks of chasing Mountain Warehouse for a refund on a jacket I returned, I’m extremely disappointed. Despite promises from customer service and even their head office, no refund has been issued after more than three weeks. They couldn’t handle cash or bank transfers reliably. I expected far better accountability. Still waiting on what I was promised—not acceptable!
March 26, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Rima,
Thank you for providing feedback on your recent purchase.
I am really sorry to hear of your experience and I would like to offer my support.
In order to look into this further, please can you email the full order information and details to support@care.mountainwarehouse.com
We look forward to your contact.
Kind regards
Camilla
MW Trustpilot Team
Excellent customer care Hull
Excellent customer care from the team in Hull, went there yesterday and your two staff were so attentive and went above and beyond to help me exchange a coat for my wife
March 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Sarge,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and that they were able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Customer service inquiry
I spoke with Gail Mornel about an exchange I was hoping to make. Gail was vey pleasant and extremely helpful. Her customer service skills were top notch👌🏻. She spoke with her supervisor regarding my situation and advised Lauren Williams would call me back asap. I was pleased to receive the call back shortly. Lauren was also very pleasant and extremely helpful. Lauren went above and beyond to resolve my issue and I can’t be more happier with the customer service I received from both ladies👌🏻. It was a pleasure speaking with both of them. Cheers
March 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Lesley,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Efficient and thorough assistance!
March 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Deb,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
light weight and very comfortable
The product is lightweight, very comfortable, and truly justifies its price. In fact, it performs better than many well‑known brands I’ve tried.
My only concern is the pocket design. There are no zippers on either pocket, and if you use a large phone (like a Pro Max), it can easily slip out. Slightly deeper pockets or at least one zippered pocket would make this product perfect.
Please let the designer know this is a basic but important detail — it definitely needs attention!
March 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to provide your review.
We will feedback this to the relevant team.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Would recommend - Marlow
I went this week to their Marlow branch - I wanted a fleece and some boots. Someone called Harvey helped me choose and I’ve come away with boots that actually fit me and look robust enough for the walk I’m planning, as well as a coat, which is much better than the fleece. Would recommend
March 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and that Harvey was able to help you find what you were looking for.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Excellent service from Mountain warehouse.
I ordered an item from Mountain Warehouse and had a discount for placing my first order with them.
Unfortunately I could not see where to apply it.
I contacted them & asked if they could apply or refund it and received an AI message back asking if I would like to speak to an advisor, I agreed. Within minutes I got another email from an advisor, Danielle Poynton, she had already found my order, applied the code & processed a refund.
Amazing service, props to Danielle.
I have not had them item yet obviously but if the product is as excellent as the customer service I would give them 10*
March 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Christine,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Today I was positively surprised!
Today I was positively surprised with a very polite and professional reply from Lavinia, from MW customer service.
She was quick to reply, helpful and friendly. I don’t know if this is the norm for this company, but Lavinia is excellent.
Will definitely recommend this company and I hope they continue to have this kind of customer service!
March 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
My query was handled perfectly.
March 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Joy,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Problems with return and Amelia…
Problems with return and Amelia resolved without any fuss. Great service
March 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Karen,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Excellent customer services team at Mountain Warehouse
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 👏👏👏
March 19, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Susan,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
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