mountainwarehouse.co.uk Avis 

Over the years we have bought a lot of gear from Mountain Warehouse & have been very happy with both the service & goods. You get what you pay for is a well known cliche & I think that applies to this company. I am writing this review to point out that all shop assistants are not alike! Downstairs we were followed, watched, put under a great deal of scrutiny, we tried on items but the women’s clothing was a bit tight, & so decided to look at the gents upstairs. I struggle with stairs but got up to the upper level. The assistant here was wonderful, chatted, helped trying on different sizes but alas, too big. On our way down a gentlemen of the store said why didn’t we use the lift!!! The 2 down stairs assistants just looked at each other. If I owned the store I would consider sacking those 2, & I will never go that store again.

I ordered an urgent item for next day delivery, but they decided to use scammy cheap Evri courier to deliver. Failed multiple times (they lie and pretend to have tried but use the same failed photo each time.) I won't be purchasing anything from Mountain Warehouse ever until they drop this catastrophic exploitive delivery company.

They go to ends of the earth to avoid contact.
Wanted to amend delivery address.
Amazon next time.

I bought 2 pairs of shorts for my son yesterday unfortunately they didnt fit. I took them back to my local store in Borehamwood. Martin was very friendly and helpfull in getting bigger sizes, making the process very easy. Thank you Martin.

Diabolical.
Bought 2 items from MW. Tried to cancel immediately. Couldn't as I had bought as a guest and didn't have account.
Was told I could return immediately it .
That was crap. MW, despite selling it on their website take no responsibility for returns. They cannot do a single thing if the 3rd party sells you utter sh!t, you are just left with it with no way of getting your money back.
Absolutely horrendous and tremendously disappointing.

Placed the order but the. Transaction appears as a company called uk store front checked with my bank and mountain warehouse the amounts do tally all I can do is wait paid for next day delivery with Evri which means it will turn up sometime in January 2027

From China With Disappointment-Mountain Warehouse’s Size 13 Joke.

What a masterclass in how not to sell a pair of walking shoes.
First, the tracking couldn’t decide whether my order was “in transit” or “delivered.” Apparently, the parcel was capable of existing in two places at once. After contacting Mountain Warehouse at least eight times, I was eventually told the black shoes I’d ordered were out of stock and asked if I’d accept the brown pair instead. By that point, I just wanted the saga to end.
Then the replacement finally arrived. Labelled as a UK size 13, they fitted more like a size 11. It’s amazing how a shoe can be two sizes out and still leave the factory.
I also noticed they were made in China. That in itself isn’t an issue, but I expected better quality control and more accurate sizing from a well-known retailer. In my experience, the overall quality felt no better than a much cheaper pair of shoes I’d previously bought from Shein.
If your idea of a great shopping experience is confusing tracking, endless customer service conversations, substitute products, and shoes that bear little resemblance to the size on the box, then fill your boots. Everyone else would be wise to spend their money elsewhere.

Sell a lot of good looking boots/ walking shoes twice i have been caught out with the inferior footwear they sell.. just cheap rubbish really... spend a biut more and get decent quality that wont end up hurting your feet due to cheap thin cushioning etc...

I ordered a birthday present on 28th May and paid for express delivery. It said it had been shipped and would arrive on 29th. I waited until 31st and made contact through live chat to Kieran. He told me had had contacted the seller (I had no idea I wasn’t buying from MW) and that it would be delivered in 1-2 days. I wanted 2 days and made contact again on 2nd and was told to wait even longer.
I made contact again asking for a refund. This time with Chloe. I’ve spent nearly £200 on a present I need for tomorrow and nobody knows if it’s ever going to be delivered. I need the money back in my account to buy an alternative present in the limited time left and have been told I can’t have a refund because a different seller has the money. I didn’t pay a different seller. I didn’t buy from a a different seller. I paid you on your website.
I’ve now been told I need to wait 48 hours because the initial message to the seller I was assured had been sent was never sent.
I’ve never bought anything from a company so incompetent that 7 days after ordering an item they can’t tell me if it’s in stock, if it’s been sent, if it’s ever being sent and that I can’t have my money back. This is borderline theft.
I will never buy from you again.

Very welcoming and helpful store staff. Refreshing customer experience. Thank you.

The star is for the in store customer service. The overall poor rating is for online shopping. One item that I ordered was from a marketplace seller and they delivered the wrong item. I raised a QR code for the return on the seller’s website and made a complaint to Mountain Warehouse as advised on their (MW) website. Their first response was reassuring. However since then their emails clearly show that they do not understand the issue and they keep asking for more information, despite having given them all order number, tracking codes etc in my complaint. I will definitely not be ordering from them online in the future.

I mistakenly gave the wrong address for an urgent delivery. I was expecting a long saga to try and correct this. However, I called the customer service and this was solved quickly. The customer representative I spoke with was polite and proficient.
I would strongly recommend this company

Fantastic customer service and excellent advice from Lucy at the Gates Garden Centre Branch.

Maryam at the Covent Garden branch really went the extra mile to help my teen daughter choose a backpack for her Duke of Edinburgh practice expedition. Thank you for being so kind and patient. What a lovely, warm hearted experience.

Poor quality products; waterproof jacket zips broke shortly after purchase, one pair of walking shoes and one pair of walking boots fell apart (rivets/sole) shortly after purchase and they would do better to put their prices up in order to make durable products. I will not buy from them any more.

I visited the Mountain Warehouse (MW) store Selly Oak to purchase a couple of fleece tops. They had a good selection of items and at an equally good price. I was able to get a discount with my Bluelight Card which was a bonus. 'Dan', the sales assistant who served me was very friendly and helpful. I didn't realise MW do free standard delivery on all online orders, which can also be made through the store. This is almost unheard now as most retailers generally charge for this, and more have started charging for store collection, which is nothing short of shameful! I'll definitely be shopping at MW again for my outdoor clothing. Great job Dan and thank you MW for my great shopping experience!

Bicycle Jackets are good. But! The zips are worse than useless.

Replacement zips should not have cost an additional £30 to change.

Since when, I've belatedly learned of Temu and/or Alibaba & since, belatedly acquired, three for the price of one.

This after previously, foolishly having purchased three inverMESS, Whitby & Northallerton, too. Bigger fool me!

However, other stuff was half decent.

But given this. No replacements. No refunds. I'm finished with Mountain Warehouse....This circa, 2017 - 2023.

Really pleased with the service at the Aylesbury branch. Dimpal was friendly and very helpful. Was good to feel so welcome!

The in-store assistance was good, but with online payment and in-store collection you’d normally expect next-day service. Waiting 14 days was far too long.

I was overcharged in the Whitstable shop two days ago, but only realised later in the day as I'd opted for an email receipt (never again - get paper receipt and check!).
As I am very busy and there is not a shop local to me, I attempted to explain the situation and request a refund online.
I put in all the details, went to upload my supporting documents and photos, clicked 'done' and it lost the lot! So bad.
The 'How to get in touch' page refers to a green live chat icon at the bottom right of the page. Well, not on my ipad nor on my Samsung phone. Rubbish!