mountainwarehouse.co.uk Avis 

Received terrible customer service at Mountain Warehouse Dundee store from Georgia. I think she may be a supervisor ( but she certainly shouldn’t be). Her and the only other member of team that can deal with refunds/exchanges decided to go ON A BREAK at same time. I wandered about the store and other shops for over 15 minutes waiting, although the store wasn’t busy. The serving staff were lovely and helpful and had messaged Georgia to let her know customers waiting… by this time another couple waiting on an exchange also! They were obviously embarrassed having to explain both staff that could deal with this were ON A BREAK and that they were away for so long! When Georgia eventually appeared she was arrogant & rude and when I questioned having to wait over 15 minutes her answer was “that’s just how it is I need a break” …but NO you don’t need the only 2 members of staff that can do exchanges/refunds to have a morning break at same time I said…that’s bad management! One of the most unpleasant people I’ve dealt with in a store for many years…she just lets Mountain Warehouse down!

Got a hat and scarf set for Christmas.. wasn’t what I wanted .. went into ulverston store to exchange but as no proof of purchase they wudnt help even though products still had original tags on .. very poor service as would of spent more than the original cost !! If I could score zero I would have done .. will never go back or recommend to my friends or family .

We ordered a tent in the black friday sales. 6 weeks later it hasn't turned up so we emailed to find out what had happened. Apparently it's now not in stock... Clearly they were happy to keep our money and not actually tell us it wasn't available. Not only do we not have the tent we now can't get it at the same offer price.

Mark Neale, CEO Mountain Warehouse,
Your brand is being destroyed by the decisions you have taken to use the cheap logistics company EVRI.
You only had to de some background research to know that they have been voted the worlds worst logistics company for two years running. Get out and experience the failure, the disappointment and the let down from your decision to your customers. Top add to the pain you keep your customers money for up to 20 days before making a refund. Get a grip!

I placed an order 10 days ago and am still waiting for delivery. This was meant to be part of a Christmas present. Evri seems to be the stumbling block but as MW have taken my payment and I haven’t got a clue who to talk to at Evri, I rang MW this afternoon. The person I spoke to was vague beyond belief but promised to chase up Evri and send me an email to advise me what was happening!! As we were speaking I heard a baby crying in the background- when I asked her if she was working from home she confirmed she was. I wonder if she immediately looked into my customer’s query of dealt with her crying baby?!?! Hmmmm - I’m still waiting for the email!

So today (1 day later), the order has been delivered!! It would appear a bit of chasing and/or “feedback” is what was needed!!

Ava in customer service was absolutely brilliant at quickly and satisfactorily resolving an issue with a damaged item. Absolutely excellent customer care. Thank you!

5 stars for the staff and service provided at the Galleria outlet in helping me solve the issues caused by the online store using Evri (Hermes) for deliveries. Losing 2/3rs of my order with no traceability! The Galleria staff all helped me fill the gaps and get my family ready for a trip to Lapland two days before leaving. I had gone to almost all my shopping being done online but the positive experience with the helpful and knowledgeable staff in the Galleria has changed my view I will do my shopping in person with them from now on. Thanks again to the amazing staff from a stressed out Irishman that you helped out big time.

Placed two orders. Last year, had to chase customer service as took 2 weeks to arrive.
Tried them again this month. got email saying order was despatched. Waited for 2 weeks and then received a refund to my card without any communication from MW re why order couldn't be delivered or an apology.
Worst customer service ever. They're obviously extremely understaffed

Mountain warehouse store huntingdon (Dobbies garden centre)

Visited the store with my parents, one of who has some mobility issues & was reluctant to visit the store because of this.

They had several requests.... new walking trousers, questions about existing coat, new walking boots for difficult to fit feet!!!

We were served by assistant manager Ian & his colleague.

Cannot rate them highly enough. Extremely patient, helpful, friendly and knowledgeable

Changing room facilities good for disabled people

Took their time to help and provide an excellent level of service.

All had a great time. Even the reluctant shopper enjoyed himself!!!

Came away with instore purchases and one on order

Cannot rate the service highly enough. A true credit to the brand.

Heartfelt thanks to the pair !

Walking into work in the cold, my dog was shivering and needed something warm fast. I was inspired to stop by Mountain Warehouse, and they came to our aid amazingly, with the perfect Christmas-red coat that fit just right, and was even on sale. The staff were super-lovely, and I got a pair of much-needed gloves, half-price. MW is committed to keeping a presence in towns on High streets, and we should all support that!

Visited Mountain Warehouse store in Debden, Essex to return a HUGE online order of skiwear. (We needed to kit out the whole family with new ski gear and ordered online for ease, then returning what we didn’t want). We were greeted on arrival by Joe who was super friendly and efficient, even though I’m sure we were probably his worst nightmare, returning 50+ items at once. Joe really couldn’t do enough to help us, and more importantly continued to do so with a smile. Thanks Joe and sorry AGAIN for the huge return

Poor customer service
I received a faulty coat and was told I would be charged return postage unless I returned it to a store, I live nowhere near a store hence my online shopping really unhappy customer order number M13658376

Unfortunately their returns policy states it can take upto 21days before a refund is issued ,I've only had to return items twice and on both occasions I have had to contact customer services as I have still been waiting.

I recently went to the Llandudno store to purchase some trousers. I was dealt with by Luke. Unfortunately the size that I needed were not in stock, however he was able to order them from their main warehouse and arrange for them to be delivered to my home address. The item arrived within 48 hours.
As a general rule I find the level of customer service provided in the UK is poor to say the least, Luke though was excellent. He was polite, helpful and knowledgeable. He is a credit to the company.

Wow contacted mountain warehouse at Affinity Fleetwood to ask about Ohio boots spoke with Colin probably the most helpful shop assistant I’ve come across for a long time he went out of his way to check prices and available stock so helpful I got in the car and drove to the store where both himself and Kim the other member of staff went out of there way to guide me through their products I will certainly be recommending this store and to the management these 2 members of staff are a credit to the company

Really helpful staff at the Fox Valley, Sheffield store helped me to organise my three young children for a trip to Lapland in December. Snow boots, ski jackets, thermals etc etc. The advice and guidance made it an easy process with very excited kids!

Really poor customer service. Requested help with returning an item, confusion caused by Mountain Warehouse paperwork. Really disappointed

An excellent customer support.My parcel got missing but showing as delivered.Joanne McMenemy was very polite and offered replacement.Very helpful. Thanks

I ordered a jacket, delivery mentioned 3-5 days. 15 days and counting.. Still not delivered.

And the only option the customer service offer is a refund!

Very poor shipping service and the customer service.

I would not recommend order anything online!

Back in July Mountain Warehouse failed to deliver standard outdoor products. I already reviewed that step of their service.
More than a month later I was still billed for the products that the business failed to deliver to my home. This, despite assurance from too many Mountain Warehouse Customer Service operatives to make their business model credible.
Extremely disappointed in Mountain Warehouse forcing me to resort to involving my credit card company.
Once upon a time, Mountain Warehouse, I was a loyal seasonal customer of yours. You need to nurture your flock, not neglect them by providing manic levels of unfocused e-customer service attention.