mountainwarehouse.co.uk Avis 

The staff were lovely, but I am very disappointed that the range of women's clothes is not only limited, but more expensive than the men's range.
The reflective cycle jacket that I wanted to buy was, in the men's, a much better quality, with a lining & thicker fabric than the women's which was a thinner fabric with no mesh lining. The women's jacket was £10 more expensive! Unfortunately the smallest men's size was too big for me.
This happens in other clothing & footwear lines as well - very sexist & frustrating!

A pair of walking shoes that were nearly a year old had developed a damaged toe through no fault of mine. The staff at the Ulverston branch replaced them without a quibble. Excellent customer care delivered by friendly helpful staff. Thank you.

I stupidly submitted an online order and missed out my street address and just gave the village and postcode! I thought I was going to have to stand in the street and flag down all the passing delivery vans to find my parcel but Daisy sorted it out for me!
Thanks so much!

We have been purchasers of Mountain Warehouse products for a number of years. We visit a variety of stores in our locality regularly. We have found a huge difference in the operation of the Perth store since Ciaran became the manager. The layout is much improved and the whole atmosphere is much more welcoming. The current online ordering system, whilst necessary during the pandemic, has recently left a lot to be desired. There is confusion for the customer where items may have a slightly different description, code and even price and yet when they arrive, they are basically the same item. On a recent order a twin pack of the same item and colour arrived with one item of the requested colour and correctly labelled, while the other was of a different colour and no label. There was no explanation note. Multiple items are sent in separate packages with invoices which do not seem to relate to the items in the packets and which also show differing total price. If this sounds complicated it is and is difficult to decipher. We were lucky that Ciaran was on duty that day we visited the store to ask for help in checking that we had not been overcharged and to return and reorder some items in different sizes, etc. Ciaran was so helpful, and he dealt with the situation in a calm and competent way which made the whole experience bearable. He took all the stress out of a difficult and complex return. He also made us feel such valued customers that we have decided to stick with the Mountain Warehouse products while remaining frustrated with the company’s way of doing business. Thank you Ciaran we cannot sing your praises highly enough.

The team at Tavistock Mountain ware House are friendly, helpful and knowledgeable.
It is very rare to find a shop which puts customer service as the most important factor when dealing with customers. Many thanks for your patience in sorting out and ensuring the correct walking boots fitted and suitable for walking on Dartmoor

Manager Sam at Winchester rude and dismissive take a purchase back and no receipt given but online one issued !! Never received not in junk or bin or anywhere else Sam said I had to have a gift card for the return as there was no proof of purchase!? Clearly shown on label that hadn’t been removed from garment in there own bag that I was charged 20p for !? I’m a 52 yr old man who had regularly purchased from mountain warehouse never again !! Managers should try to engage with customers not dismiss i hope that the gift card makes up for the loss of custom as I will not entertain buying again very poor customer services

I had 2 items to return. The courier should have collected them the day after I requested the return but over a week later I still had them. The customer service agent tried escalating the matter and didn't give up but Evri (formerly Hermes) stopped answering her emails. After 9 days Mountain Warehouse refunded the money and told me to keep the items. So, excellent customer service from MW but not Evri.

What fantastic service at the Evesham branch, yet again. Elliott the manager is so friendly, helpful and accommodating; great prices and products too! Many thanks for getting my son kitted out for a wonderful trip to Cambodia.
More shops need to have staff like this!

I absolutely love your own brand of walking g trousers. Finally I find some that fit perfectly and are super comfy. So much so I have bought more and the cut off trousers variety.

I just want to mention my recent experience with mountain warehouse 😊 I bought a walking boots a month ago and it wasn't comfortable I even lost the receipt so I contacted the company I was told to go to the local branch and either exchange it or refund as it's the quickest way I went to the branch at Crow Road retail park Glasgow and the Guy was there David 😊 was so friendly, helpfull and very professional I showed him the bank statement the boots and he helped me looking around when we couldn't find the same size he order one for me and to be delivered to the house free of charge.
Thank you so much David and thanks to all Mountain ware house Customers service staff who helped me Chole,Simmons, Valentina & Karima

Staff were so helpful and accomodating. They were cheerful and nothing was too much trouble.

Always so helpful and if something isn’t in store they always offer to help source online.

A joy to visit !

Manager castlepiont agressive rude druggy

I'm from Germany (Berlin) and went to Mountain Warehouse in Harpenden for advice on hiking boots. The advice and support was excellent. My feet are wide and I have hallux valgus. Wide hiking shoes were specially ordered for me from another shop, which the manager personally picked up at the post office so that I could pick them up in time. I went hiking in Switzerland (Zermatt) with my boyfriend, who also bought hiking boots from the shop. The shoes are super comfortable. Many thanks for your great service! We will be back!

I bought a pair of walking boots in January 22. Really liked them but after four months they started to split at the sole. They've had a fair amount of use but even so I expected them to last longer. Without my receipt I returned them to Mountain Warehouse Solihull thinking they would probably say no to an exchange - not true - exchanged without any problems, and new boots delivered to my door within a couple of days. Really good customer service.

Ordered two chairs £100, took my money and 6 days later decided that my chairs weren't in stock and are refunding to my card which will take up to 5 days. So they have had £100 of my hard earned and are holding on to it for a week and a half. Why take the money if you don't have the items. They have given me a discount code "20DELAY" which should give 20% off - try it if you are buying something. I certainly will not be using them again!

They seem to have overpromised on what they can deliver in their most recent sale.
I ordered a few products and my parcel was delivered (slowly…) with one item missing. I emailed them immediately to enquire. Two weeks later, no response. I emailed them again. Later that day I received an email from PayPal to inform me I had received a partial refund. Guess I’m not getting that item then?!

It’s really rude, I’d have thought a missing item that has been paid for is at least worth an email response to the customer explaining the issue and apologising. To be completely ignored (one month later I still haven’t heard from them) is a kick in the teeth, and I’ve had to scurry about trying to find what I needed from another shop.

Great service in Cambridge. Especially by Lauren.

A big poster in the Islington Mountain Warehouse window claims that you will get extra 20%. Inside the shop next to the item I wanted to buy, a notice of 50% price crash. However, at the till, these discounts did not materialise! If not for these misleading advertisements, I would have bought a few items in the shop.
Does this comply with the trade description act?

Click and collect service at their stores does not work. Avoid! Avoid! avoid!