Mountain Warehouse Reviews 15,440

Delivery was slow with no updates and, having returned the trainers, I am still awaiting a refund despite the returned package being received by Mountain Warehouse 9 days ago. Not happy with this, but it seems to mirror the disappointingly slow refund process that lots of other customers have complained about, stating that they have had to wait far too long to get their refunds.
Edit: the contact detail given in the MW response, asking me to get in touch, just bounces back as undeliverable and the email given on the website does actually work and delivers a confirmation but assures me that although they thank me for contacting them, 'to please note that this inbox is not monitored and we are unable to respond to emails sent here'. Kafkaesque!!!
Too frustrating - I have wasted precious time on all of this and have learned a valuable lesson; not to shop with them again.

Edit: 25 APR 2026
I've updated the rating as all issues have been resolved. As u have mentioned before, the products are very good value for money. There are a range of colours and styles. I primarily get clothes and shoes for my kids. They particularly like the fleeces as they are really soft. The main thing that needs to be improved is reliablity of delivering the order.
Original.
I received the wrong item. The only way to get customer services to respond is to write a 1 star review.
Can you please respond to my email.
Case 88338948

I got in touch recently as I had a problem with a childs swimsuit and they got back in touch straight away. They resolved my issue straight away and were super friendly. Thank you, Aman, Muzammil, Nikola, and Lauren for all your help.
Great customer service.

I had an issue with a return. I needed to send something back and they sent me a return label. The US Postal Service seemed to have lost the package. I contacted Customer Service after having mailed the package back to them 11 days later. They very quickly got back to me and issued the refund. I still have no clue if the US Postal Service ever found the package. Thank you Mountain Warehouse. Your customer service is excellent.

I ordered from Mountain Warehouse and had a great experience throughout, from ordering to delivery. My post-purchase experience was equally positive. When I faced a duplicate order issue, Serena, Gail, Heidi, and Danielle were incredibly helpful in resolving a complex matter manually. I would highly recommend ordering directly from the website.

Customer service was fantastic in understanding the issue with timing of receiving the coupon code and swiftly retroactively applied on the placed order to refund the discount from coupon code

I had issues with a pair hiking boots purchased for my daughter a few months ago. Unfortunately I had lost the receipt but Martin at the store in Selly Oak, Birmingham was excellent and very helpful. I would definitely recommend Martin and the store in Selly Oak, very friendly and very helpful.

I needed to contact customer services about a return. The Agent was very efficient and helpful and promptly sorted my problem.

My issues about returning an item and needing a print label were quickly resolved. 'Chloe' was friendly, efficient and polite!

Customer services were excellent, especially Joanne , who helped me resolve an issue I had with2 pairs of walking boots which I’d bought a couple of months ago. She was very patient, pleasant and helpful and helped me resolve the issue and order replacement boots. Very pleased with this service.

Great support from Abi and Nikola. I had to return a cap bought from marketplace (Weird Fish) and the return label system didn't work properly. I had a reply with the speed of the light 🙂 and my issue was solved immediately. Great team from Mountain Warehouse 👍🏻

Lovely quality jumpsuit . Thankfully read the previous reviews before buying and I am usually a size 12 . Bought a size 10 and it fits perfectly and being only 4ft 11 the length was perfect as well . The material is lovely

First and last time ordering from these jokers issue a refund for an item without telling me they can not supply it first. Still advertising item for sale.

I’m happy the serviced I got the response clearly great.

Luke in the Southport store was excellent and extremely helpful! Would recommend this store. Thanks Luke!

We, as a family, simply LOVE Mountain Warehouse, their products and customer service!

I have a faulty item but don’t have the original receipt. I contacted customer service, as they should be able to locate the purchase in the system using the store address, date, and value (the item has a 3-year warranty). It would be great to have quicker customer service—perhaps they are multitasking on chat, which makes it quite slow. That said, I’m generally happy with Mountain Warehouse products.

Companies selling products that are "down filled" ie from feathers, are dealing with the trade of farms that pluck feathers from living birds, causing intense pain & trauma. see "four paws" web site & videos . OR from the meat industry. slaughter houses are not humane. buy products using plant based & recycled product insulation. Dont wear torture & death.

Order lost in transit (Evri). They did issue a refund after I chased it up, but no confidence in ordering from them again.
They asked for feedback, which is quite a long form, but you can't submit it unless you sign up to receive offers (right at the end), which I don't want as its doubtful I'd purchase online with them again.
It would have been 3 stars as they did issue a no quibble refund, but downgraded to 2 due to misleading and aggressive sales tactics when asking for feedback - they just want you to sign up to their marketing list.

Over the past few years I have purchased several pairs of men's Trek II trousers in the short length with a 34" waist which I have been very pleased with. I've just returned two pairs purchased online because the waist on each one was 36" if not more, despite the labels showing them as being 34". The leg length was OK.

At the same time I had ordered a pair of Explore Mens Zip-Off Trousers in the short length with a 34" waist. The waist size on this pair was as expected but the length would have suited a giraffe. It would seem that Mountain Warehouse’s manufacturing control or possibly labelling control is haywire.