mountainwarehouse.co.uk Avis 

I purchased several hundred pounds worth of clothing back in September 2023 for a trip to Canada in December. Two of those items were a pair of ‘waterproof’ gloves and a womens isla 2 down jacket, worth around £160. Whilst on the trip i found that the gloves were not waterproof. MW refunded me for those, which was great. The jacket has barely been used since, however now winter is here we washed it, ready for use. We followed the guidlines on the label. When it came out of the wash the stitching between baffles had come away, meaning the goose down isnt held in. When i informed MW they replied with a generic email saying that as it was more than 12 months old i had to prove that it was faulty when i purchased it! The coat has a three year guarantee! I will never purchase anything from MW again, as it is cheap tatt sold for a premium price.

Trousers are on the face if it reasonably priced, however the so called discounts are difficult to fathom as they are the only outfit to sell their products.
On closer examination and a little wear the cheap manufacture of the trousers is self evident. Cheap zips that stop working, stitching coming undone, on mens the one area opens up, material ultra cheap. This must be made in China for next to nothing. Advice is if you want trousers that are going to last try spending more, regatta and Cotons is where I now buy.

Took forever to be able to set up the refund for a coat i had bought for my son that didn't fit - turned out the last couple of digits of the order number had to be dropped when entering the return information on the online form?! The amount of circles i had to go around to actually find someone to help me with this was painful - customer service emails not responded to etc. So then when i do finally get to post the return, I'm watching my bank account and the money doesn't get returned, one week, two weeks - i look up how long you can expect it to take only to find that the refund policy is 21 days.... waaaaayy longer than anywhere else. Rubbish experience where just trying to buy a jacket ends up taking a horrible amount of time. Still waiting for my refund.

We had to return some walking boots which just hasn't lasted as well as we would have expected for this brand. The young member of staff was so helpful, polite and professional and the whole thing was resolved entirely to our satisfaction - indeed exceeded our expectations. Couldn't be happier, great customer service.

I bought a pair of boots 26th December with a Christmas present. I’ve worn these three times and they’ve split already. I’ve contacted customer service for a return/refund and provided photos of the fault. Session abruptly ended and now unable to get anyone to reply. Their online cyber support “Nevis” is useless. Needless to say, their boots are useless too!

Item ordered. Said dispatched, but never received. Have now received a refund less £2 “return fee”. How I can return something I never received is beyond me. It’s not the amount of the charge, just the cheek and appalling service that annoys me

AVOID! I bought an expensive item from mountain warehouse. On receipt the item was faulty and they have done absolutely nothing to resolve this. I am now around £500 out of pocket even after returning the item with no refund or even an apology from the marketplace seller. Not sure where I now stand but I feel I have been scammed. AVOID AVOID AVOID.

Terrible Quality Products.
Clothing isn't terrible! Certainly not the best.
However don't buy footwear. Soles come apart after 1 or 2 walks/light hikes. Once this happened. I was silly enough to think it was one dodgy pair of shoes I then purchased another. A more expensive pair. These are just as bad. Although sole hasn't come away yet the hoops and hooks which hold the laces having started popping off, again within 2 weeks of light wear. I'll never be buying from them again for any footwear!
Karimor have never disappointed.

Absolutely dreadful avoid at all costs. Emailed now numerous times with no reply, cant get response on live chat and no-one to answer a phone waiting on delivery as 3weeks which is supposedly posted but still not received

I have been in touch with the customer service regarding an issue with one of my orders so they were replying back so slow, on the end told me is all sorted and will provide me with a return label. 5 hours later no return label, I have checked my junk folder too.
Will not recommend, also the items looked different than online.

Terrible customer 'service'. Take 3-4 days to respond to email and don't answer the phone. Faulty coat, poor quality stitching.

Poor customer service. I have been trying to contact them all day regarding someone else's order being sent to me instead of mine. I constantly get disconnected from the phone, saying all their operators are busy. I am currently on hold on the phone and connected to their live chat, and I have been for over 30 minutes, but no response.

TOTALLY USELESS COMPANY! TWICE I ASKED TO CANCEL THE ORDER, AND STILL THESE FOOLS SEND IT! AVOID THEM AT ALL COST!!!

Online order delivery to local store overdue and no order updates. Automated customer service voice recognition doesn’t hear order numbers correctly and repeats what it thinks it heard back at lightning speed. It then offers you the choice of having them call you back and asks for the number YOU would like to call THEM back on??? Still waiting for promised update on my order as “warehouse haven’t responded” USELESS!

Returned over £100 worth of boots in store, no refund after 2 weeks so I contacted them & was told you have to wait 3 weeks before chasing.
Another week and still no refund so I chase again, to be fair the advisor on the chat refunded straight away but told have to wait up to another week!
Who takes a month for refunds in this day and age?! This is not the first time I have had this issue with refunds either, poor service.

I have bought Isodry trainers and hiking boots, both claimed to be waterproof....neither are without regular spraying with a waterproofing spray....so, the spray may keep water out, but the items themselves are not waterproof by any means

Awful quality , shoes soles started falling off after 14 months of VERY light usage , I approached MW and they told me that are only guaranteed for 12 months and i should not expect them to last any longer ..

Never will never buy from MW

I went into MW today today to buy some walking shoes or boots. Having found a pr which might fit and could be suitable.I couldn't to see anyone else in the shop. Eventually I found someone with his head down over a phone. I asked as bout finding the correct size and was told to look myself in a stack of boxes on the floor. I found one at the bottom and retrieved it to find it was an American size. I managed to knock the pile I had made on the floor. I picked them up as best I could and walked out. No one showed any interest at all. I am aged 80 and have balance problems which is obvious to most people. I won't go back. Most people are very courteous to me as I was to the man supposed to be serving or at least helping

Worst walking boots I have ever had. Less than a year old and falling apart, soles detaching from the uppers and the upper material literally falling apart

DO NOT BUY FROM THIS COMPANY

I wore a pair of hiking boots twice and they fell apart. No refund, apparently I used them incorrectly. Apparently walking in them is not possible. Terrible quality, cheap materials. AVOID THIS COMPANY