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Mountain Warehouse Reviews

2.3 Rating 381 Reviews
31 %
of reviewers recommend Mountain Warehouse
2.3
Based on 381 reviews
Shipping & Delivery
Delivery Methods
Courier, Postal Service
Average Delivery Time
Over 7 Days
On-time Delivery
Greater than 40%
Accurate And Undamaged Orders
Greater than 89%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.8 out of 5
Avg Email Response Time
-1 hours
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
Read Mountain Warehouse Reviews

About Mountain Warehouse:

Mountain Warehouse clothing and equipment is designed to protect you from the elements. Mountain Warehouse offers the best gear at the lowest prices. Same day despatch. Dozens of buy one get one free offers and other great deals. Return or exchange your products at our stores. We offer prices up to 50% lower than equivalent products.

Visit Website

Phone:

020 7808 4606

Email:

info@mountainwarehouse.com

Location:

TORQUE LOGISTICS ANCHOR WORKS HOLME LANE
Bradford
BD4 6NA

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Mountain Warehouse 1 star review on 3rd September 2025
Anonymous
Mountain Warehouse 4 star review on 13th October 2024
ApK
Mountain Warehouse 4 star review on 13th October 2024
ApK
Mountain Warehouse 1 star review on 23rd February 2024
Danny
Mountain Warehouse 1 star review on 23rd February 2024
Danny
Mountain Warehouse 1 star review on 23rd February 2024
Danny
Mountain Warehouse 5 star review on 24th December 2022
Christine Parkes
25
Anonymous
Anonymous  // 01/01/2019
I purchased a Hill Packable Waterproof Jacket - Style:057897 - Colour: BLACK . But Salesperson: Steven He didn't offer us - Packaway Bag - comes with its own 'stuff' bag, perfect for light travel and very convenient. Which comes with the jacket.This was understood after I got home. Your employees don't know the products they sell. I am disappointed with the purchase and the service.
Mountain Warehouse 1 star review on 3rd September 2025
Helpful Report
Posted 1 day ago
I am extremely unhappy with the customer service I received from Mountain Warehouse. The level of support was shockingly poor and has left me completely frustrated. When I reached out about a delivery issue, I received no real assistance at all. It took far too long to get a response, and when I finally did, the answers were vague, unhelpful, and dismissive. At no point did anyone take ownership of the problem or make any effort to resolve it. The lack of communication was unacceptable. I felt like I was going in circles, repeating my situation over and over, only to get no resolution in the end. For a company of this size, the customer service is beyond disappointing – it feels like once they have your money, they simply stop caring. I would not recommend Mountain Warehouse based on this experience alone. Poor delivery support paired with unresponsive and unhelpful staff has ensured I won’t be shopping here again.
Helpful Report
Posted 2 weeks ago
Went to shop today to try and return boots that were too big for me, even though a woman on the day I bought them said they were a good fit and that I’d have to wear them in. two younger women were very unhelpful and rude because I didn’t have the box I bought them in earlier this week and sent me away. So a waste of £85 for myself now and have had to go to a different store and buy new ones
Helpful Report
Posted 3 weeks ago
I’ve had nothing but issues with the products ! Wrong size wend and about 20 emails and phone calls and still don’t have any refund ! Most horrible experience I’ve ever had with online shopping!! I’ll never order again form them!
Helpful Report
Posted 2 months ago
Placed an order for over £100 and used a discount code. I had to return 1 item and they took the money I saved on the discount out of my refund so I paid £35 for the trousers but only recived £25 refund. I complained but they wouldn’t do anything about it. It should have been made clear at checkout or on the returns page. Also had to pay the shipping to return item which again wasn’t made clear.
Helpful Report
Posted 2 months ago
bought a jacket. Had it two months and a tear in fabric near zipper. Contacted company, sent photos etc. They Said it was from wear and tear, and nothing could be done. I am 81 years old and do not abuse my clothing. Will not recommend them.
Helpful Report
Posted 5 months ago
I had a return issue and it was turned into a very warm experience by the wonderful staff at the Mountain Warehouse Richmond branch. I would like to commend Mountain Warehouse HR for their great management training, but I think the strength is more in spotting and recruiting the right people in the first place. Everyone I spoke to, Tom, Ottman and Cornelius (other staff were on hand and eager to help too, didn't get their names) was not only professional and efficient, but most importantly to me in these days of cold automaton hardselling and blankness, they were intelligent, warm and welcoming and genuinely wanted to sort the problem out, which they did, very quickly. I will be coming back to Mountain Warehouse again and again because of these people and recommending the store to friends.
Helpful Report
Posted 5 months ago
Got rig off. Deliver was misplace. Say they gave refund but never did. Dont go.
Helpful Report
Posted 7 months ago
Terrible customer service who don't get back to you or try sort out defective items..overrated low quality tat over priced as well not made to last longer than 10 months if you're lucky..rubbish!
Helpful Report
Posted 7 months ago
I bought 4 ski jackets off them in the past the only thing is I think their jackets run a little small a X large seems a little tight so I am going to try a 2 x this time see how it goes, but the quality and price are good enough.
Helpful Report
Posted 7 months ago
Ordered a ski suit.I had to return it.they refused to refund claiming its come back dirty.avoid this company.reported to trading standards and will take legal action.
Helpful Report
Posted 7 months ago
I was told by the sales person that the size of jacket I needed could be shipped to me via courier and I would receive it within a week. I doubled checked that it wasn't going to be shipped via Canada Post as they are on strike. She assured me it would not be Canada Post. I received my tracking email and the jacket I bought my son for Christmas is sitting in limbo at Canada Post. I emailed Mountain Warehouse customer service and got a scripted reply that my order was processed and changes aren't possible!
Helpful Report
Posted 8 months ago
I ordered some gear and for some unknown reason 6 days after the postal strike they decided to send my product Canada post. We called and were dismissed as not our problem. The problem I have is that it’s winter gear and if the strike continues I may see my winter stuff half way thru the winter. Not good service..
Helpful Report
Posted 8 months ago
Bought something from Mountain Warehouse online and they shipped with the company TForce never ever received my pkg TForce say they attempted to deliver 4 times and there is no access to my building they are saying, my building is not hidden or gated easy access from the street the building is 9 stories high did not even call when they supposedly came I do not believe they attempted to deliver at all.
Helpful Report
Posted 8 months ago
Ordered for the first time and will not order ever again. They just kept sending me a scripted email and not a real human response. Did not solve my issue and was not made aware on their website that they were sending with a carrier that is on strike so I will never receive my order. Do not recommend!
Helpful Report
Posted 9 months ago
Ordered from Mountain Warehouse and they shipped, via Canada Post, even though they were on strike. The product never left their warehouse. They would neither ship by an alternative means of credit a refund. Never received product.
Helpful Report
Posted 9 months ago
I ordered a winter coat online and they decided to “ship” it with Canada Post, on the 19th of November when they are on strike. They are refusing to cancel my order because it has already been “shipped” which is categorically impossible seeing as Canada Post IS ON STRIKE. Total scam, now I’m out hundreds of dollars for god knows how long because this company is completely incompetent and ships the goods you order with shipping companies that aren’t even in operation. Total garbage.
Helpful Report
Posted 9 months ago
On October the 14th, I left Mountain Warehouse Rotorua feeling very uncomfortable after learning a certain employee known as a danger to society was still working there. I felt threatened by their presence and didn't feel safe to shop there. Sadly, I won't be shopping there ever again due to the unsafe environment created by this person.
Helpful Report
Posted 10 months ago
Ordinarilly exceptionally good about returns as was with first ever. Bicycle Jacket (as was with otherwise trainers whose soles became detached...KEAN or KEENE or KEANE was it)? Really good bicycle jackets. BUT. The zips are worse than useless! Should they choose to enhance the zips, I should most deffinitely shop there again. Ordinarilly. Good store. Good CON{(ned)demned}sumer relations, BUT downright irritating. How fortunate I am. Unlike hither too. I maybe foolishlypurchased a spare. But it maybe rendered, the warranty useless, which in any event, due to relocation some 500km south of inverDrunkenINCAPAPABLESjunkiesDISFUNCTIONALS, I may have misplaced, more likely lost the receipts. Lamentably. I shall miss their exceptionally empathetic Irish manager. Quite at variance with his inverArsehole(d) predecessor. Despite these repeated, irritations. I should continue to purchase from, Mountain Warehouse. Though I was dismayed, I had to pay a further £30 to rectify the problem, their manufacturers created and/or compounded to rectify as such. No longer uaving access to receipt(s), I cannot verify the date(s). Please advise how, most unusually, I may upload photograpic evidence to Trust Pilot as with Google.maps and/or Google.io...said photograph(s) already, yet forwarded to Mountain Warehouse. Should Trust Pilots CENSORS, no doubt, respond. Please request I forward, most recent, said 2 images. Others both long ago & recently previously repeatedly forwarded to Mountain Warehouse & since deleted. Advising such that. Should they enhance the zips, I shouldn't have had to. I would most deffinitly, repuchase, (as I should, aforementioned Training shoes too, whose name I am, since, now uncertain of brand)? Hither too. Returns. No problem & full reimbursement. Lamentably upon this occasion. Mission IMPOSSIBLE.
Mountain Warehouse 4 star review on 13th October 2024 Mountain Warehouse 4 star review on 13th October 2024
Helpful Report
Posted 10 months ago
Ordered a winter jacket as a birthday present & had it been delivered on time it would've arrived 3-4 days before the birthday. Tracking updates on the day showed no issues and an expected delivery slot of 12-2pm to my nominated pick up point of a Tesco Express. Next update was to say the parcel was being returned to the sender, no reason why. When i looked on the Evri app to track the parcel there was even less information as its status had changed to 'we have your parcel.' Over the last 3 days i have had zero contact from Evri, at no point have they updated me. Eventually i contacted Mountain Warehouse who i'd bought the coat off. God only knows where the information came from with their update. The delivery had apparently been refused as nobody at the delivery address recognised the name as living at the delivery address at TESCO EXPRESS ?! Also i would no longer be able to reveive this item as it was now out of stock ! What difference does it make if it's no longer in stock if it was already despatched ?! Finally received an update from Evri but only after i'd contacted them asking for an update. A photo of the outside of the shop was the total content of the update ! I've emailed Mountain Warehouse and asked for answers for the ridiculous explanations. * the name not being recognised at the address, a shop ? * the item not being in stock, despite already being despatched ? * why wasn't another delivery attempt made ? * why has the item been returned by Evri without another delivery attempt ?
Helpful Report
Posted 10 months ago
Mountain Warehouse is rated 2.3 based on 381 reviews