mountainboot.co.uk Avis 24

I had an issue with eyelets on scarpa boot - I contacted MB with little or no expectation - what I got was EXCELLENT customer service - brilliant clear communication - efficient and very very helpful and a great outcome - the sort of customer service that I guess existed in ‘the good old days’ - can’t rate them highly enough - special thanks to Max my point of contract - thank you

I have had two pairs of Scarpa Mistral II GTX boots in recent years, which are now discontinued. The lace hook snapped on one boot and I had it replaced by a recommended repair company, but the replacement came out. The boots have been sitting unworn in my cupboard for months.

On a whim I emailed Scarpa customer services to ask where I could buy a replacement Scarpa lace hook, so I could try fixing it myself - thinking maybe a proper Scarpa hook wouldn't come out. I was surprised to be asked to send the boots back to them to have a look at, but did so since they sent me a free returns label.

Today, they emailed to offer me a new pair of boots and sent links to three options to choose from. I was astonished and delighted and I can't praise and thank them enough.

Thank you Max and James in customer services for your incredible service and care and Mountainboot.co.uk (the UK distributor of Scarpa) for your generosity.

I was disheartened with a defect in my Scarpa Cyrus on the toe box stitching with only light trail use around 200 miles. I sent the boots back and after a technical evaluation it was determined they were beyond repair. I was offered a new pair of Cyrus 2 and when I requested a new boot this was granted by the team.

I cannot fault the customer service and will continue to purchase Scarpa boots long into the future.

Max was responsive, attentive and I am completely satisfied with the remedy for my situation.

I have used the Mountain Boot Company/Scarpa resole service several times and I have to say that their service is excellent both in terms of value for money and environmentally not having to ditch a good pair of uppers. This time one pair showed a problem (my fault) that meant a repair wasn’t possible. Very generously they offered a discount on a new pair which I ordered immediately.
Thank you Ben and the team.

Great customer service from The Mountain Boot Co. on behalf of the SeaToSummit brand. They replaced my duffel bag when the zip broke after 2 years of normal use. SeaToSummit have a limited lifetime guarantee, which they honoured in this case.

I received an excellent customer experience and service from Max at the Mountain Boot Company when I sought to get my Scarpa Phantom Ultra winter boots repaired. I now look forward to receiving back my (Scarpa in Italy) refurbished boots by end Jun 26 in good time before the next winter befalls us. So far a faultless, responsive and very communicative service, thank you.

I recently had reason to reach out to Scarpa / The Mountain Boot Company for some product advice, and the response was excellent. Within a day of submitting my query, Max had responded and dealt with my issue, providing super customer service. Thank you MBC.

I've dealt with Scarpa / Mountain Boot Company for many years and bought numerous pairs of boots & shoes.
Impeccable customer service (always) and their aftersales is the best i've ever experienced.
Special mention to Robert Birtles on my latest transaction where I ordered the wrong size (thought Euro 44 was 10 not 9.5) and the refund process was seamless due to him.
Fantastic product too by the way (Scarpa).

What a fabulous service. My 3.5 year old Scarpa GTX leather boots had developed a leak in one boot and I was about to throw them out and buy some new ones. My wife suggested that it may be worth contacting the manufacturer about them. I did so and they asked me to return them FOC. As I was cleaning them for return I found a hole in the sole of one boot that was obviously the cause of the leak. I reported this but they still wanted to have a look at them.
About a week or so later I received a brand new pair of boots in the post.

I had a pair of Scarpa walking shoes which had become damaged after hiking in South Africa. I phoned Mountain Boot Company (MBC) to explain what had happened.

Next I received an email with instructions where to post to shoes to. The cost of postage was free of charge. I also needed to fill a form to explain the circumstances under which the shoes became damaged.

The shoes were inspected by MBC and after about 10 days, I received a brand new pair of walking shoes with no ifs or buts!!

This was entirely unexpected and the experience I had with MBC was positively unbelievable.

I reached out for advice on how to better care for my nearly 2-year-old Scarpa boots due to an issue with their waterproofness I had started experiencing, and to my surprise, they asked me to send them in at their expense for examination – and then replaced them with a brand new pair! Actually, a newer model. I was absolutely shocked (in the best way!) and didn't hesitate to contact them again when I needed help with the new pair. Again, they asked me to send them for free to have them examined. Very human service, just like in the good old days! I hope this generosity is sustainable for their business model though.

Pretty poor service. Delivery was not tracked despite saying so in the email. DPD is the courier who are usually quite good in our area. No notifications from DPD at all. Eventually I emailed Scarpa (Mountain boot are the distributor) and got a reply from Laura telling me they'd gone to my neighbour. I emailed Laura and asked them to refund my postage costs but have now been met with radio silence. So, they are happy to aplogise, which is good. But they are less happy to provide a refund for a service they didn't provide correctly.

As I look through the reviews below there is a very common issue, soles coming away.
But my experience was vey different and still can’t believe the reason, they failed to accept any kind of fault with my 11 month old boots.
Mescalero Trk Pro EU43 sole come away at the front and the other one just started. Sent them back to Mountainboot there response , one of the boot heels was very worn so that’s why you’re sole as come off at the front and we noticed that the gore Tex lineing had also failed because my toes were not fat enough
Even though the length was correct
They did offer me a discount on my next pair
Regard Mark

I had an outstanding experience with Robert Birtles and the Aftersales team at Mountain Boot Company. From start to finish, their service was nothing short of excellent. Robert’s professionalism were truly impressive! He handled my inquiry with such care and attention, making sure everything was resolved promptly and efficiently.

The team's expertise and dedication to customer satisfaction set them apart, making the entire process smooth and stress-free. It’s rare to find such a high level of service these days, and I wouldn’t hesitate to recommend Robert and the Mountain Boot Company to anyone looking for a reliable and professional team.

Thank you for going above and beyond!

I only made a small enquiry regarding an item I had previously purchased from the Sea to Summit range and I can honestly say that The Mountain Boot Company have gone above and beyond with their customer service. Really impressed.

I had a faulty product, the company responded quick, communicated well and replaced the item. A good company should be judged on how it responds when things aren't right and MBC responded fantastically.
Many thanks

Highly recommend. Great customer service; very satisfied with the whole service that meant my Scarpa boots were repaired and returned. Quality of the repair, speed of the repair and communications (from Robert, in particular) were excellent. With such service, I will be a lifelong customer and recommend to all. Keep up the great work!

I owned a pair of Scarpa Terra GTX Women's Walking Boot, which I must say were a super comfortable boot but the soles & midsole failed at 10 months old. Having returned to the store of purchase, who had proved unhelpful, I contacted The Mountain Boot Co direct liaising with Dave Proctor in Sales. I was asked to return the boots & was told they were the wrong type of boot for the walking I undertake. Dave said he would send me a new pair but when I voiced concerns that the same ones could fail again he agreed to replace with more robust ones with me paying the difference.
I was very surprised that he agreed to send 4 pairs for me to try, without requesting any 'up front payment'. I am now the proud owner of a pair of Scarpa Womens Mescalito Trek GTX Walking Boot & very pleased with them. Dave went above & beyond in resolving the matter for me - their Customer Service is excellent.

Bought some Scarpa boots through Go Outdoors that developed a fault and we’re coming away at the front. Having advised me that I could return and replace in store, Go outdoors changed their mind and would not replace as they were over their 12 months return period.
Naomi at Mountain Boot Company issued me with a new pair within days of receipt of faulty ones and kept in touch with updates.
Highly recommend this company

My ZG Pro GTX boots developed a small manufacturing fault. They were about 18 months old and I contacted customer support at MB Co.
Within w few days, they had sent me a replacement and brand-new pair of more recent and more expensive and technically superior pair of boots. Mescalito GTX Hiking Boots. Which are amazingly strong comfortable and very stylish.
Faultless customer service and highly deserved five stars.