mountainwarehouse.co.uk Avis 

Beware of this company who abdicate their responsibilities regarding sub-suppliers but willingly take your money.In this instance the supplier is Outdoor Revolution who supplied through Fedex two broken and damaged loungers.
At this point I am unable to get Mountain Warehouse to refund the money and collect the damaged loungers as they claim it’s not their responsibity!

Ordered a present from Mountain warehouse. Courier lied and said it was delivered, which it wasn’t. Had a web chat with Janice from Mountain warehouse customer service team, and wow so many other firms could learn a lot. After understanding the issues, and looking at the details, I was immediately offered a full refund or would resend the parcel. Not trusting the courier, I asked if it could be delivered to a local store which she arranged for collection in a few days. What a way to turnaround very unhappy customer into one that will now continue shopping with Mountain warehouse. Gold standard,

Very impressed with customer service of Weymouth branch especially the manager John who went above and beyond to ensure my daughter got her favourite shoes sent to our home branch

Awful walking boots

Bought a pair of leather walking boots from MW for my daily dog walk of 1- 2 hours; within 3 months the laces disintegrated, and 6 months later the 'leather' instep cracked to become a gaping hole.

Great customer service, they were replaced without question - only for the same thing to happen again.

I have never seen real leather do this. Previous boots lasted between 5 and 10 years of almost daily use.

Again, great customer service. Was advised not to buy leather, opt for fabric boots instead. However, these are even worse:

1. 'Breathable' material actually make your feet sweat and smell
2. On an average English walk, water just soaks through them;
3. After only 3 months of use, I can feel every twig and pebble underfoot. The sole is too soft and pliable for walking. It is almost like wearing moccasins
4. Very quickly the fabric softens, and offers zero ankle support

They are comfortable, but absolutely useless for walking. Can't recommend their boots to anyone

Accidental order, immediate request for cancellation. No help from MW, left waiting for over 4 hours, no full refund received. Chat staff keeps turning chat off, unhelpful. Left frustrated. Never ever again!

The customer service that Keira showed to me was excellent. She gave me good advice on garments, fitting, price etc.
Friendly staff, welcoming store.

I shopped here for the first time in Ashbourne and was impressed by the products and the staff. Esta who help me on my return to the shop for an exchange was very helpful indeed. This is a great shop with good products and very nice staff. Well done

I returned a pair of trousers on 4 May using Evri as required by Mountain Warehouse. The tracking did not update and then showed the parcel in transit going between various sorting centres. It was clear that the parcel had been lost. I was asked to wait until 18 May which I did. There was then no response until they offered to refund me a sum £6.50 less than the amount I had paid which I refused. I received a full refund via PayPal but am very unhappy with the poor customer service received.

I ordered hiking shoes and sports bra online to Sheffield. + next-day delivery. Was a bit worried after I read the reviews. But I got my parcel the next day as promised, delivered by Evri. The shoes and the bra are in good condition, totally satisfied with the quality.

Possibly I was the lucky one, but nothing to complaint about this time.

This is third time I’ve ordered online with a click and collect option ( only store to charge you to pick up your own stuff)
Received survey from Evri to ask about delivery - delivered to store 3 days earlier ! No contact from store .. I paid them a visit .. staff state no email sent no goods arrived .. the chap went to check .. sure enough parcel was there .. Thank you Evri I would have still been waiting for that email ( staff say it’s technical fault) low and behold on way out of store I gets email collect your order ..ahem it’s in my hand !!!!

Two pair boots poor quality both split in same place second pair mountain warehouse won't do anything about so I have a pair boots which are not fit for purpose

I can honestly say the customer service that I received was absolutely brilliant.
My package had been sent with Evri. It had been delivered to the wrong address 😡.
I contacted the customer services twice and the the two ladies that I spoke with were lovely.
The first lady was understanding and apologetic and issued a replacement order for next day delivery without me having to ask.
Then my package turned up.
I contacted them to let them know not to send the replacement package and that lady was also polite and apologetic for the poor delivery.
They couldn’t have done anymore for me.
Oh and I the new walking trousers are great 👍

Bought Extreme Latitude Womens Waterproof Vibram Boots Dark Brown, didn't last six months before splitting. I contacted mountain warehouse and they said it was wear and tear, although they had split in the same place on each boot and the rest of the boots were on excellent condition. They offered a discount code, but would never buy from them again if they don't expect their boots to last longer than six months. 12 month guarantee is a joke!

Zips do not last. Top range extreme jacket, just over a year old failed today and yet again on the zip, as all the previous cheaper MW jackets. Not just the zip guide, but 8 or 9 zip lugs also vanished. Cannot be used,
making this jacket a worthless piece of junk, fit for recycling and not much else.
Not been worn much but over a year old.

I am really annoyed that I am still waiting for a refund when I sent the items back on the 13th December and we are now the 11th January.
It is totally unacceptable that they have had my money for nearly a month and because of this I will never order from this company again.

Bought 3 jackets over 3 years - all zips have broken under medium use. These jackets are manafactured to fail. Also the down lining in the third jacket was pitiful in keeping me warm during Winter - it was thinner than the first jacket (that was warm).

Ordered a Rucksack on a 3 day delivery - Never came.
Telephoned customer service who said my order had been cancelled. Told them I hadn't cancelled it and they said the item was in stock and would put it on a next day delivery.
Following week, I telephoned to say that I still hadn't had the item.
Was told that item was not in stock and they would send a refund.
There was no communication about my order or refund until I telephoned them.
Will never order from this company again. Beware!

Darren at Martlesham Mountain Warehouse couldn't have been more helpful today! I went in looking for ferrules for my trekking poles. A low value item. I searched for them, then asked at the counter. Darren said he thought they were all gone, but he went to check to be sure. He then offered to contact another nearby branch to reserve some for me! How kind - all for a sale of £4.99! I'm a very happy customer, and of course will recommend Mountain Warehouse to my friends!

I have ordered twice from the Mountain Warehouse website in December 2022, the payment went through PayPal but no order confirmation from Mountain Warehouse and no delivery. Has anyone else found the same problem?

I bought some walking boots, just over a year ago, they cost well over £100, & they are meant to be leather, but today I noticed something peeling off on the side of the boot, it’s like a plastic coating, definitely not leather, and what’s underneath isn’t leather either, and the rest of the boot is wrinkled, like it’s going to peel off. My 1 years guarantee has just run out so no point taking them back, but boots should last longer than a year, I wore different (fabric) boots in the Spring/ Summer so they’ve hardly had any wear. I am so disappointed, thought I was getting good quality but sadly not!!