mountainwarehouse.co.uk Avis 

We had a problem with a jacket purchased the week before from Mountain Warehouse Stane Park Colchester. We received excellent assistance from a lady assistant who went above and beyond to help us. Thank you so much were so impressed!

Sadly I will not be placing an order through the online shop again. Customer service is not built to help the consumer. I placed an order on 2 December. It was delivered on 31 December to a parcel shop when I was not in town to pick up but also had already been on ski holiday with the goods not needed anymore. When I visited the parcel shop I refused the collect the order since it was 12 January. Evri did not pick up the parcel to return to sender and the order is sitting in a parcel shop forever. Mounrain warehouse said they could not issue me with a refund. Impossible situation- unless I physically go and get the parcel delivered to Mountain warehouse myself I don’t know how the system of Mounrain warehouse can work. They should improve on this - it is their courier, they need to resolve and issue me with a refund. Very unhappy

Ordered a pair of boots online which arrived damaged took them in store to exchange which the email and website clearly states and instructs me to do. I go in there and tell the deputy store manager I will just have a browse at what other boots there are in store as I lost confidence in the ones I had originally purchased. To be told oh I have just put it on your card it could take 10 days if not then call customer service as we dont do exchanges.... im sorry what.... I explain your website and my email states to come to store for an exchange she was rude clueless and quite frankly I wouldnt have trusted her to tie her own shoe laces let alone advise me on life saving equipment in the wilderness of a mountain in winter. I called customer service appalled at the level of service and knowledge who instructed me to place her on the phone at which point within 2 mins I had a new pair sent out next day and was told the refund she had processed had actually failed her end so I would have waited 10 days for nothing. Luckily customer services resolved the issue and corrected her completely wrong information and process. The kit is good guys and girls but you will find more knowledge about anything mountaineering more so in a fish and chip shop than with her. She actually needs retraining or better still sacking. Sort it out mountain warehouse stop hiring clueless kids and if you do so at least train them. I left vowing never to return and I wont.

Andy , manager at the Canterbury shop was exceptional in his help , friendliness and politeness.
I didn’t realise at first he was the manager as he was busy straightening rails up which was refreshing to observe. As an ex retail assistant we were constantly doing this in the 70’s but it’s rarely seen nowadays especially by a manager.
He has a warm personality and his professionalism shone out. He easily related to our needs and requirements. He was not pushy and allowed us time to choose. Thank you .

This is a review for Women's Vostock boots sold by Mountain Warehouse. I have to write it here as Mountain Warehouse don't give an option for writing reviews on their page, which is strange as the boots have a long list of published 5 star reviews.
I bought an the boots online and wore them for the first time today. My experience of the boots is definitely not 5 stars so this is my honest review.
Good points - The boots look nice on, they're warm, comfortable and very sturdy.
The negatives - I bought the boots especially for icy, frosty weather as they were advertised as having a good grip. Certainly the boots I bought don't have any grip at all. I only walked a few yards and slipped over, then had to watch every step as I was skidding all over. I have a cheap pair of trainers that have better grip than these boots. It's very disappointing.

Re Order number M37825675 UPDATE: 6th Jan 2026 - eventually managed to request a call back yesterday via the website ... nothing as yet. .
5th Jan 2026 Tried to contact Mountain Warehouse regarding the unprofessional actions of the EVRI driver resulting in the delivery of a damaged parcel. Website links to customer service are non existent and the phone line was unavailable.

WHERE'S MY REFUND?!! Bought expensive Hotter slippers from Mountain Warehouse website. The slippers didn't fit and were returned to the address on the packing slip. Royal Mail confirmed delivery to them on 12th December. Now 6th January. Have been trying to contact but was 18th in line on phone. Tried Hotter twice but got Asian call centre: first time they cut me off, 2nd time never got back. All responses have been that no record of the order number which was given on the original order confirmation. It is past the 21 days Royal Mail tracking period so I now haven't proof of return. I've been a MW customer for many years but NEVER again. Where is my £43??? The original founder of the Company has bought it back - he needs to get it sorted before the company gains a bad reputation for customer service!

Order Number: M36784728
I ordered two coats as not sure of the size. They arrived OK, tried them on and selected the one I wanted to keep. I arranged to send the other one back and get a refund, they have received the returned coat. I have now been waiting for said refund for over a month, I have emailed them and all I get is standard response that someone will deal with it. For a company of this size this is simply not good enough. It will certainly put me off from ordering again so people be ware, they will hold onto your money as long as possible

Did a return via inpost…. Sent two jackets back… one got refunded another didn’t… trying to get through is near impossible

Absolutely HORRENDOUS service. I spent A LOT of money on new clothes and boots for my family for a trip to the snow and it never arrived. I was shipped with Evri but then never arrived. I have messaged mountain warehouse twice with no response in 3 days. I have spent HOURS on the phone to their customer services on hold - no-one ever answers. I have no way of contacting Evri as they say to contact Mountain Warehouse, who just don’t reply. AWFUL - I will never order from them again.

I sent my returns back 5 weeks ago still no refund!!

I paid for 2 day delivery. Mountain Warehouse misaddressd the parcel which DHL attempted to deliver somewhere every day for a week! Despite contacting M Warehouse customer service the only way possible by chat and supposedly arranging for the parcel to be delivered to a local store for collection, it is still at DHL delivery depot. I spent over an hour waiting for customer service to answer the phone then a voice said we still cannot connect you so we will terminate the call. I sent emails without any reply now 6 days later I am still waiting. There is nothing else I can do as they are not contactable at all. What am I supposed to do. I have never known such appalling uncaring customer service.

If I could give no starts I would.
They don't answer their phone or the chat.
Our order has not arrived and unfortunately they use Evri which we all know is rubbish.
Tracking says Evri has parcel and have done for days. Contact Evri and no luck also this should be down to Mountain Warhouse to do not the customer.
Wont ever use them again.

Placed an order in store for delivery, not arrived and courier has not received it, do not answer the phone or respond to emails or social media messages, will be contacting the financial ombudsman to get my money back, avoid!!

We tried to return a hat that cost £24 which we had bought for my elderly mom. It didn't stay on her head and kept rising up. The knitting was too stretchy and wasn't fit for purpose.
The manager wouldn't even let us swap it for another hat or offer us a gift card. We shop there a lot but will never step foot in there again .
This was at the Lichfield store
Feel really annoyed as my mom is in a wheelchair and feels the cold

Very clean well stocked shop got a nice winter fleece and some socks,staff very friendly a nice experience highly recommend.

I have bought my shoes there yesterday. I did wear them for less than 10 minutes until I found they are hurting my ankles, so I put them into original box, wrapped into original paper and tried to return them the very next day. No luck, the answer of the store manager was - you did already wear them, so sorry, no return, all I can do for you is to throw them into bin if you want me to. No more comments needed I think.

I also tried to contact the customer line - ending 31st in the queue, expected waiting time over 90 minutes. I accepted the automated offer to call back, but alas, when the system did call me back, it did call just to put me into queue with waiting time over 32-36 minutes. Twice.

This company did almost everything in the book to deliver exceptionally bad customer service. It seems to be almost intentional.

I’ve visited the Solihull store multiple times looking for 3/4 size furry boots with velcro fastenings. While stock has always been unavailable the bigger issue is the staff’s attitude. One man, around 40, was particularly unhelpful, he even turned his back to me fiddling with some papers while speaking to me and I said that I couldn't hear him as his back was turned to me, he didn't respond so I walked out.

Overall, the staff seem uninterested in assisting, and I now dread going in. Very disappointing customer service.

Really appalled with their customer service, and the attitude of their staff within store. Bought a pair of walking boots/trainers, took them out for a spin but unfortunately they were so tight and ripped my feet to shreds. Took them back, no issue and exchanged them for a different pair. These seemed to fit a little better and weren’t as painful but after a very short walk same thing happened again. Took them back and explained the issue and they refused to take them because they’d been worn. I’d explained the first pair had been taken back no problem and their response was you clearly didn’t wear the first pair. The woman who was serving me then was one of the most condescending people I have ever dealt with in retail as she tried to explain I can bring them back if I’ve worn them in the house for a very short time only. I tried to explain that how are you supposed to know if the boots actually fit/work properly if you don’t wear them on a proper walk. Bear in mind, it was not a muddy walk, or a wet walk, the shoes looked brand new when I took them back. She then said again I must have lied and not mentioned the previous pair was refunded. I pointed out the man who served me last time and he confirmed he refunded me because they’d looked fine, she then scolded him and said she wasn’t refunding these and I had to take it up with customer service. I have now done so and guess what, not a single response, and the returns period is about to end. Funny that. Do not recommend this shop in the slightest.

Bought a headtorch. Yes it was cheap £7.99 but it was also unwearable as the elastic headband had been fitted twisted and couldn't be untwisted. Plus the LED light stopped working within days. No response from the Mountain Warehouse team when I told them about this. The torch has been discontinued though so maybe they did read my 'feedback'.