Although the company makes it hard to swap items for online orders (even offering delivery at my expense) instead customers have to send it for a refund and re purchase, if you keep in mind, after get... See more
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Review summary
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Reviews shaping this summary
The ladies in Dunedin store were more than a customer can expect. What a professional care they have taken for their customer which is me. I will definitely be buying more of mountain warehouse produ... See more
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Great value for money products and very approachable and knowledgeable staff. Only been open 1 month and very busy Really superb Branch Manager Sandra Amaro-Ng who knew all the products and lo... See more
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Ordered on line. Order despatched in 3 parcels. 1st arrived with 2 days. Unfortunately 1 item missing. Went on line. Sorted with no hassle. Missing item (pair of flip flops) will be sent by express d... See more
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Company details
Written by the company
HELPING EVERYONE ENJOY THE GREAT OUTDOORS At Mountain Warehouse we want everyone to enjoy the great outdoors and we'll help keep the whole FAMILY warm, dry and active – including the dog! Founded in 1997, we’re the UKs’ largest dedicated outdoor clothing and equipment retailer and have been offering our customers unbeatable VALUE for money and outstanding quality for 25 years. We pride ourselves on our in-house designed and developed product ranges and in recent years we’ve added a curated selection of products from other brands. Now, through the addition of our Mountain Warehouse Marketplace, we’re partnering with more sellers and brands to bring you our widest ever CHOICE of products across even more categories. Like you, we’re on a SUSTAINABLE journey so we’re introducing more sustainable materials and packaging whilst minimising waste and the impact we leave behind. So, whether you're planning on travelling the world or exploring closer to home, we have what you need for your next ADVENTURE.
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4.1
Great
16K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Sub-stabdard product abd even worse service
Purchased a kids jacket but took it back because the fabric kept tearing. The local manager is hastings was dismissive and arrogant in the extreme. He refused to listen and ignored the evidence even when the jacket ripped while he was examining it. I will never shop with them again and would caution others from doing so. Their stuff is obviously cheap rubbish which they won't stand behind.
5 June 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Shaun,
Thank you for taking the time to share your review today.
At Mountain Warehouse, customer feedback both positive and negative is incredibly valuable as we strive to improve the experience we offer across all our stores.
I’m truly sorry to hear that your visit to one of our stores didn’t meet expectations. This isn’t the level of service we aim to provide, and I’d really like to look into this further.
Please reach out to us via trustpilot@care.mountainwarehouse.com and include your order number in the subject line. This will help us quickly identify your case and provide the best support possible. If you could also provide details of the store visited and any relevant information, this will help us ensure your feedback is followed up appropriately.
We appreciate your time and hope to have the opportunity to restore your confidence in shopping with us.
Best regards,
Dastan MW Trustpilot Team
Custom Refused
Mountain Warehouse - Inverness.
Tried to purchase items of clothing at 5.10pm ( they close at 5.30pm). The assistant registered the items through the till and then when we handed over our cash we were told that they had cashed up for the day and were not taking anymore cash, only card payments. We didn’t have cards on us and so we were told that we could not purchase the items!!! We even offered the right amount of cash, with no need for change to be given and we were still refused!
Crazy!!! This company clearly does not wish to make money and demonstrates extremely poor customer service!
Be interesting to hear if the CEO of the company is onboard with this policy!
4 June 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Linda,
Thank you for taking the time to share your review today.
At Mountain Warehouse, customer feedback both positive and negative is incredibly valuable as we strive to improve the experience we offer across all our stores.
I’m truly sorry to hear that your visit to one of our stores didn’t meet expectations. This isn’t the level of service we aim to provide, and I’d really like to look into this further.
Please reach out to us via trustpilot@care.mountainwarehouse.com and include your name in the subject line. This will help us quickly identify your case and provide the best support possible. If you could also provide details of the store visited and any relevant information, this will help us ensure your feedback is followed up appropriately.
We appreciate your time and hope to have the opportunity to restore your confidence in shopping with us.
Best regards,
Dastan
MW Trustpilot Team
I had Ben as my customer service…
I had Ben as my customer service representative. He completed my inquiry in a timely and friendly manner! Excellent customer service representative!
4 June 2026
Unprompted review
Reply from Mountain Warehouse
Good morning,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with Ben from our Customer Care Team and that they were able to assist you with your inquiry. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
An unusual solution to a replacement request
I needed to return some shoes part of which were faulty. I was unable to comply with dropping shoes off at an Evri Collection Point as my nearest ones required a ferry crossing or very long drive. The innovative solution offered was a replacement FOC if I donated my shoes to a local charity shop. Good work Mountain Warehouse!
3 June 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Angela,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
Fast Service when there's an issue
Upon receiving an incorrect item, I proceeded to carry out the Help Centre ticket system but got stuck when I could not identify the SKU of the incorrect items. I then went to use the Online Chat where I was put through to Ben who helped me resolve the issue. We came to a mutual agreement and my issue was resolved very swiftly. Both the Customer and Delivery Service were excellent - thank you Ben
4 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
The CSR Ben Olatokun at Mountain…
The CSR Ben Olatokun at Mountain Warehouse online chat was so helpful with my request and made the whole process of a return so much easlier.
4 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Catherine,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Kelly Martin was very kind and helpful…
Kelly Martin was very kind and helpful in resolving my order issue.
Thanks Kelly
4 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Amy,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Customer Service Support
Customer Service
I have ordered previously from Mountain Warehouse without issue. This order was for hiking boots.
I received my boots which were beautiful but one of the toggles was broken. I contacted the Customer Support Team and spoke to Lauren (Jo-Anne) Williams. Lauren was very helpful and assisted me with my return for the boots. I would highly recommend Mountain Warehouse.
4 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Suzanne,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
The stock is clear and nice
The stock is clear and nice. The staff are welcome and helpful.
7 May 2026
Unprompted review
Reply from Mountain Warehouse
Hello Helena,
Thank you for taking the time to share your review.
We’re so pleased to hear about your positive experience in one of our stores! Your kind words mean a lot to us.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
I ordered a birthday present on 28th…
I ordered a birthday present on 28th May and paid for express delivery. It said it had been shipped and would arrive on 29th. I waited until 31st and made contact through live chat to Kieran. He told me had had contacted the seller (I had no idea I wasn’t buying from MW) and that it would be delivered in 1-2 days. I wanted 2 days and made contact again on 2nd and was told to wait even longer.
I made contact again asking for a refund. This time with Chloe. I’ve spent nearly £200 on a present I need for tomorrow and nobody knows if it’s ever going to be delivered. I need the money back in my account to buy an alternative present in the limited time left and have been told I can’t have a refund because a different seller has the money. I didn’t pay a different seller. I didn’t buy from a a different seller. I paid you on your website.
I’ve now been told I need to wait 48 hours because the initial message to the seller I was assured had been sent was never sent.
I’ve never bought anything from a company so incompetent that 7 days after ordering an item they can’t tell me if it’s in stock, if it’s been sent, if it’s ever being sent and that I can’t have my money back. This is borderline theft.
I will never buy from you again.
3 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for your feedback on your recent purchase.
I’m really sorry to hear about your experience, and I’d like to offer my support in resolving this for you.
To look into this further, please reach out to us via trustpilot@care.mountainwarehouse.com and include your order number in the subject line. This will help us quickly identify your case and provide the best support possible.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Camilla
MW Trustpilot Team
Fantastic customer service
Fantastic customer service. I had a fault with an item I'd bought online a couple of months ago and emailed for help. The response was very fast on both occasions, Chloe and Sihame were incredibly helpful and resolved the issue very quickly and efficiently.
I wish every company was this good at customer service it makes life much easier! Thanks Mountain Warehouse
2 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Kathryn,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Helpful person managed to sort out my…
Helpful person managed to sort out my problem thanks
2 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Malinda,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Very Best of Customer Service
I would like to express my sincere appreciation and gratitude for the exceptional customer service I recently received from both Abby in Customer Services and Isabelle at the Mountain Warehouse Orpington branch.
During the recent Bank Holiday sale, I ordered four pairs of cargo shorts online. The order arrived promptly and in perfect condition, but unfortunately all four pairs were one size too large. Expecting a straightforward exchange process, I called Customer Services and was fortunate enough to speak with Abby.
From the moment Abby answered the phone, she was professional, caring, friendly and genuinely committed to helping me. Nothing seemed too much trouble. Rather than simply directing me elsewhere, she personally arranged for the correct sizes to be sourced and reserved at my local Orpington store, ensuring they would be waiting for me when I arrived just 30 minutes later.
What impressed me even more was that Abby took the time to call me back with a full update, keeping me informed every step of the way. In an age where outstanding customer service can be difficult to find, Abby delivered an experience that was truly first-class. Her dedication, efficiency and genuine care left a lasting impression and made me want to become a regular Mountain Warehouse customer.
Upon arriving at the Orpington store, I was greeted by Isabelle at the tills. As soon as I explained the situation, she immediately knew exactly where my replacement items were and handled everything seamlessly. Isabelle was warm, welcoming, professional and incredibly helpful throughout. She has a wonderful manner that makes customers feel valued and appreciated.
To the management team at Mountain Warehouse, Abby and Isabelle are a tremendous credit to your company. They represent the very best of customer service and demonstrate the values that encourage customers to return time and time again. Their efforts deserve recognition and appreciation, and I hope their outstanding work is acknowledged.
Thank you, Abby and Isabelle, for turning what could have been a simple exchange into an exceptional customer experience.
31 May 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and with one of our store. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
The manager at the Fulham Broadway is…
The manager at the Fulham Broadway is very moody and seems to give his staff a really hard time, this is really unpleasant to observe and see the reactions of his staff. It would be great if this was addressed.
2 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Lottie,
Thank you for taking the time to share your review today.
At Mountain Warehouse, customer feedback both positive and negative is incredibly valuable as we strive to improve the experience we offer across all our stores.
I’m truly sorry to hear that your visit to one of our Fulham store didn’t meet expectations. This isn’t the level of service we aim to provide, and I’d really like to look into this further.
Please reach out to us via trustpilot@care.mountainwarehouse.com and include your order number in the subject line. This will help us quickly identify your case and provide the best support possible. If you could also provide details of the store visited and any relevant information, this will help us ensure your feedback is followed up appropriately.
We appreciate your time and hope to have the opportunity to restore your confidence in shopping with us.
Best regards,
Dastan
MW Trustpilot Team
Chat service was with a real person 😀
Chat service was with a real person 😀, excellent service from Abbie. Returns problem sorted out very quickly, (the on line portal kept getting stuck on selected items) This was at 9pm… I didn’t even realise the chat was open till 10pm. 👍
1 June 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Caroline,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that Abbie was able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
Great customer service!
Raluca Dinu helped me through the payment process and she was patient and kind when that took longer than expected. Thank you so much!
1 June 2026
Unprompted review
Reply from Mountain Warehouse
Hello Ambra,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
The virtual assistant was very helpful…yes
The virtual assistant was very helpful and arranged to get my parcel sent
31 May 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Stephen,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with us and that we were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
Excellent service all round this week
Very efficient, helpful, easy to return
30 May 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Carol,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care service and that they were able to assist you. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
I’m being generous giving this Company…
I’m being generous giving this Company 1 star. The item I bought online, under the colour of ‘Khaki’ was a dark grey smoke colour and not how it looked on the website. There are other items on their website also under the shade named Khaki, but there is a wide colour variation of their colours.
I didn’t like being charged £2 for returning it and won’t be buying from there again.
19 May 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Dendra,
Thank you for your feedback on your recent purchase.
I’m really sorry to hear about your experience, and I’d like to offer my support in looking into this for you.
To look into this further, please reach out to us via trustpilot@care.mountainwarehouse.com and include your order number in the subject line. This will help us quickly identify your case and provide the best support possible.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Dastan
MW Trustpilot Team
Good quality and good service
Spoke to a few people on the chat and they were helpful. Spoke to Christine on the telephone in customer services and she was exceptional. Very helpful and gave a solution to a problem I was having. Great service.
28 May 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Jane,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and that Christine was able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
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