mountainwarehouse.co.uk Reviews 

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.

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