mountainwarehouse.co.uk Reviews 

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!!

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!!