mountainwarehouse.co.uk Avis 

Ordered a cap in January 2025 — it was never delivered, returned to the seller, and nearly a year later I’m still waiting for my refund.

Customer support keeps apologising and "chasing the seller" but nothing ever happens.

Absolutely unacceptable - I’ve been fed promises for months instead of getting my money back.

Great shopping experience thanks to Sean at the Mountain Warehouse, Guildford store.
Unusual these days to get eye to eye contact and a smiling face when looking for assistance!
Sean is very professional and a credit to the store, other staff seemed to be more intent on putting out stock, vacuuming or cashing up (at 4.30pm)!
10/10 to Sean.

Mountain Warehouse were spot on and exchanged my coat when the stitching spilt on the cuff with no issues. The new coat has been used for a while now and ok, I love the clothing. Also always voucher codes and discounts available. Would recommend.

Courier company lost my parcel in its system. I contacted Mountain warehouse and they sorted a replacement straight away - arrives the next day (via same courier company!). They also refunded my delivery cost.

Bought two pair of outdoor trousers roughly 8 years ago , absolutely quality clothing 100% happy. Last 4 pairs I have bought did not match the first 2 pair i had bought regarding material quality. Looks to me they are changing material suppliers and getting a poorer quality of material. NOT HAPPY.

Awful customer service. Don’t even bother to reply back to emails! In store prices are different to web prices which is ridiculous.

One star given as service from this company is atrocious. I have ordered twice this month, 1st order took around 10 days to arrive. Second order lost. Customer service is pathetically poor, can’t explain which areas their delivery covers and why EVRI take so long to deliver to Scotland. They can manage it next day when delivering for other companies. I can only presume that MW use the cheapest available service and that service links my postcode to ‘Highlands and Islands’ which is an error on some systems. No matter: EVRI have now lost the delivery so after wasting nearly a fortnight on this, the order has been cancelled. Still waiting for refund, though!

We called in at Mountain Warehouse, Totnes about 4pm. The staff at the tills/service desk replied to us when we said hello. We then went to the hiking boots section, trying to find a specific brand. No-one came to see how we were doing, although there were no other customers in the store. My husband went to the tills to ask about the brand and staff said the store only stocks MW hiking boots, which by then I was looking at. No-one came to see if I wanted to find out more about the boots in stock. There was just no interest.
It's a pity, because our experience on previous visits has been very different and a much more positive experience.

Kept informed when being delivered excellent quality of fleece top even nicer than picture well pleased and with price

Katherine and Sally at Mountain warehouse in Gates Garden Centre today
They were helpful, patient while i tried on numerous trainers suitable for walking , friendly professional service thank you

Ordered a child backpack carrier which turned out not to be right for us so we wanted to return it. The backpack was purchased from Mountain Warehouse's website but needed to be returned to the third party seller Twist Distribution. I followed the link on Mountain Warehouse's website to return to Twist Distribution but it took me to an internet page asking me to set up a direct debit even though returns are supposed to be free. I therefore contacted Mountain Warehouse's customer service and then had to chase them for a reply. Eventually I was sent a returns label but not the accompanying QR code. I then had to follow up asking for the QR code and was told I may have to pay for another returns label. Eventually, after I made my concerns clear, the QR code was provided and I have been informed I will receive a full refund, but it was extremely difficult to return the product and get my money back and I will not be ordering from Mountain Warehouse again.

Disgusting service, will never trust again. Ordered sandals online to be collected at local store. Email confirmation received to say they had been dispatched expected within store 3-5 days. 15 days later and only because I chased the order up did they tell me the sandals have gone missing between dispatch and arrival at the Bridgend McCarthur Glen store. Beware that apparently Mountain Warehouse have no updates after the item is shipped. Your money is theirs and unless you chase the order up you will be unaware.

Order number: M35875173

Ordered my usual size of wide fit size 5. Have had many walking/trail shoes in this size over the years but unfortunately first time of ordering from Mountain Warehouse and although shoes looked great were more like a size 4 and very narrow. You have to pay for returns unless you live by a store (which most people don’t) which is annoying when sizing/fitting they are advertising is inaccurate and not reliable. I fell into the trap of buying because there were more positive reviews than negative - should have listened to others who said came up small. Cheap obviously equals taking a chance but doesn’t work out cheaper when you’ve paid for 2 lots of postage but end up with no goods! Customer service don’t get back to you either so buyer beware.

store associates R rude in every store all over GTA also customer service when you call them or email even WORST

goodbye

Bought 2 pair of Ramble Softshell Waterproof Walking shoe in June 2025.
Now August 2025 might wear second pair as the first pair have passed there sell by date.
Not waterproof, soles now starting to split at heels.
Only wear shoes 2 hours a day to walk dog. 1 hour in morning 1 hour in evening.

I ordered Flip-flops and never received them. I emailed costumer service and received a refund but only for the flip- flops. When I asked about a refund for shipping, no one responded. Do they cheat all their customers on shipping costs. Very poor service.

I wish there was a 0 rating. Treated appallingly at Cheshire Oaks store. My sister and I made the same purchase of a t-shirt, both also buying other items. We were charged entirely different prices for the t-shirt we both bought. One was put through as ‘grey’ for £3.49 and one as ‘white’ for £12.99, both were the colour grey. When we queried this it transpired that the member of staff that had served my sister had selected the wrong item. She had chose grey, quite understandably and that was cheaper. Her colleague advised us they were white, everyone there agreed they were grey. The colleague (young & blond) then refused to give my sister the top back which at that point was illegal. It was my sister’s property. She had paid the amount Mountain Warehouse had charged and the item was in her bag with the receipt. This person argued with us to the point I returned my purchase also. Absolutely appalling behaviour. Zero customer service or even common sense. I will be making a formal complaint to their head office. We were treated like shoplifters for a mistake they made !!! I am beyond furious. I’m a walker, I use Mountain Warehouse regularly and the staff are usually lovely, this particular person (blonde, zero charm) at Cheshire Oaks didn’t get the memo. I’m not letting it go. She was hideous to us.

Ordered a large number of items online, whereby 6 of them, shirts, were sadly found to be unsuitable. I had to open one of them to properly determine the quality, but this was not an issue when returning. Also, MW allow 60 day's to return items purchased online, this rather than the 14 day's normally allowed in law, via the Consumer Contract Regulations. No issues, no hassle, I will be returning.

I was served by Alex and Anne who could not have been more patient and helpful. I was looking for some water shoes for my child and had no clue what size she was (I was shopping alone). Alex and Anne helped find the style I had described and advised me on the sizing. When I returned to the store to exchange the shoes as they didn't fit, Anne remembered me and came over unprompted to see how we were getting on (child was there this time). She took real care to ensure the sizing was right and my little one felt comfortable in the shoes. Both she and Alex are very friendly and knowledgeable about Mountain Warehouse products.

UPDATE on the no delivery MW and Evri farce.

Evri attempted another delivery today (third) 5/08/25 from mountain warehouse and sent a delivery of a parcel photograph onto MW order tracking web site, again with no proof of address.

I ordered several pairs of shorts on 25th July, today Evri and Mountain Warehouse according to their order status tracking, delivered me a 'mattress'

STILL! COULD BE WORSE !!!!! I'LL SLEEP ON IT