I always find that Mountain Warehouse have a good range of quality clothing and accessories, especially the larger city stores. Items are a fair price and the clothing/shoes a good fit. If I need so... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Lavinia was extremely kind, courteous, caring, personable and extra helpful! Lavinia definitely went above and beyond to assist me with resolving an order issue. A huge thank you for the perfect and v... See more
Company replied
I initially had difficulty returning an item. Contacted the help line and they couldn't have been more helpful A special shout out to Kiaran working on 26th May who was just brilliant - looked into th... See more
Company replied
Great options for outdoor wear including shorter length/petite trousers. Decent quality and reasonably priced especially during the sales. Easy delivery, returns and great customer service. I recently... See more
Company replied
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.
Contact info
4.0
Great
15K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Responsive and understanding
I interacted with Gbenga (Ben).
Very responsive and understanding staff. Greatly appreciate the support with the returns.
10 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Sadia,
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 Gbenga 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
Expensive to deliver and return
Ordered 2 fleeces directly from MW and paid £5 postage + £2 to return. The same brand/stock is on Amazon for less money and free postage for prime members and free to return. I will not be purchasing directly from them again.
Was also sent wrong QR code that didn't scan and print label.
8 April 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Rachael.
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 our Contact Us form here https://www.mountainwarehouse.com/help/new-request/ and include "Trustpilot" alongside your order number in the order number field. This will help us quickly identify your case and provide the best assistance.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Dastan
MW Trustpilot Team
want to order click and collect.
want to order click and collect.
impossible to enter my valid phone number no matter how many times i try.
9 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi John,
Thank you for providing feedback on your recent purchase.
I am really sorry to hear of your experience and I would like to offer my support.
In order to look into this further, please contact us using the online webform on our website : https://www.mountainwarehouse.com/help/new-request/ using your unique Trust Pilot reference #4444.
We look forward to your contact so we can resolve this issue for you.
Kind regards
Rachel
MW Trustpilot Team
Ben was very helpful
9 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Danielle,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Ben was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Had a buckle break on second usage…
Had a buckle break on second usage (totally my fault - bent over to tie my shoe and the waist buckle snapped because I'm not skinny), but by the time I got around to letting them know, it was just past the warranty expiry. They still sent a replacement! Very impressed with that. Its my second backpack from MW and when I need more equip, I'll definitely be back.
8 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Darcy,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
I needed some clarification on pricing…
I needed some clarification on pricing for a raincoat as it was advertised at a certain price, but on checkout it was $30 more. The agent was able to reassure me that she would refund me the $30 once I paid for the coat and gave her the order number.
8 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Robin,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Don't buy online
The trousers I bought had a minor fault. I replaced them before asking for a refund due to time constraints. I had not worn them. I sent photos and information and received a response rejecting my claim as they said the problem was from wear and tear (as above, they weren't worn and it was only about three weeks since receipt, the tags were still on and they still have the creases from packing) - they didn't even bother to ask me any clarifying questions before making their decision. I am now awaiting the result of my complaint, but I am appalled at their customer service and won't be buying from them in the future.
7 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Kai,
Thank you for providing feedback on your recent purchase.
I am really sorry to hear of your experience and I would like to offer my support.
In order to look into this further, please contact us using the online webform on our website : https://www.mountainwarehouse.com/help/new-request/ using your unique Trust Pilot reference #4444.
We look forward to your contact so we can resolve this issue for you.
Kind regards
Rachel
MW Trustpilot Team
Exceptional Customer Support
I have encountered many customer support before from different companies and stores, but the support I received from Mountain Warehouse is truly exceptional.
No matter the time of day I sent an email, I always received a very quick response within just a few minutes. That is very impressive, but what stood out even more was the professionalism in how they handled my issue.
Kudos to the entire Mountain Warehouse Customer Support team, especially LAVINIA, who resolved my issue in no time. Also, a big thank you to Alix and Nevis for getting the process started so efficiently.
Thank you all for your wonderful service!
6 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello John,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Lavinia and Alix was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Reply from Mountain Warehouse
Hello Karine,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Helpful Abbie at Customer Services Chat
I got to message a real person very quickly once the virtual chat recognised it couldn't help me. Abbie was very helpful to me and resolved my issue.
7 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Jane,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Customer service was excellent
Customer service was excellent. Serena, from mountainwarehouse responded and solved my query over email with a polite and friendly approach within literal minutes.
6 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Mw customer ,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Serena was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Brilliant customer service
I had an issue with an item supplied by marketplace and the customer service from mountain warehouse was impeccable in dealing with the matter in a very speedy and professional way.
It's such a breath of fresh air dealing with such great customer service.
Thank you so much!
6 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Francesca,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Visited Holt in Norfolk store today
Visited Holt in Norfolk store today. Bought a pair of walking shoes which were excellent value. What stood out was the excellent customer service from Pammie who could not have been more helpful. Also cheerful and friendly which made for a great retail experience. A credit to the store.
5 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Andrew,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and that they were able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Horrible quality
I bought a winter down jacket. It was a clearance. So the color and design were not great. The worst thing is the cloth material around neck. The material is very cheap and irritating my neck and causing some allergy kind. So I had to have a muffler all the time because the company refused any refund or exchange. Also the pockets are tiny, so i had to worry about losing my phone always. Please don't buy the company product.
22 February 2026
Unprompted review
Reply from Mountain Warehouse
Hi Rhee,
Thank you for providing feedback on your recent purchase.
I am really sorry to hear of your experience and I would like to offer my support.
In order to look into this further, please contact us using the online webform on our website : https://www.mountainwarehouse.com/help/new-request/ using your unique Trust Pilot reference #4444.
We look forward to your contact so we can resolve this issue for you.
Kind regards
Nikola
MW Trustpilot Team
Women’s explorer trousers
I visited the branch in Braintree shopping village looking for a pair of walking trousers. The assistant was very helpful and I chose a pair of women’s explorer trousers. The store did not have my size in stock so he ordered them to be delivered to my house free of charge. They arrived in a few days and they are honestly the most comfortable trousers I have ever had! I’ve ordered another pair! Great fit, look good! I’m delighted and ready for my trek on the Great Wall of China 🇨🇳 next month.
29 March 2026
Unprompted review
Reply from Mountain Warehouse
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Kaoutar
MW Trustpilot Team
Excellent customer service
Excellent customer service. Problem solved with no issues. Very happy customer
2 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Chloe
MW Trustpilot Team
Return and refund
Quick, easy and very helpful staff. Alix and Gbenga assisted with my query online on two separate conversations today. Return of item in store and then refund of delivery fee.
2 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with Alix and Gbenga and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Chloe
MW Trustpilot Team
Excellent customer service
Customer Care Abbi and Ben were very helpful. Replaced a defective item purchased a few months ago. Pictures were sent and showed stitching deteriorated and fell apart. Responded very quickly. Thank you very much for a great customer service.
1 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with Abbie and Ben and that they were able to help you with your faulty item.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Chloe
MW Trustpilot Team
Very helpful knowledgeable
Very helpful knowledgeable. A pleasant experience these days
1 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Chloe
MW Trustpilot Team
Advisor being very helpful
Advisor being very helpful. I couldn't apply the discount code online so the advisor apply the discount for me after I made my purchase. Highly recommend.
1 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Kai,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
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