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Mountain Warehouse Reviews

2.3 Rating 389 Reviews
31 %
of reviewers recommend Mountain Warehouse
2.3
Based on 389 reviews
Shipping & Delivery
Delivery Methods
Courier, Postal Service
Average Delivery Time
Over 7 Days
On-time Delivery
Greater than 39%
Accurate And Undamaged Orders
Greater than 90%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.7 out of 5
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
Very dissapointed by the Customer Service. My order is showing delivered when it clearly isn't. When contacting customer service for a delivery update via phone, I'm told a case has been opened with Evry, the shipping provider, yet no status after via email or text or call would follow. This is clearly frozen and so is apparently their customer service. I will raise complains on all available public suites to raise awarness of their case mishandling and complete ignorance when dealing with a loyal customer.
Helpful Report
Posted 3 days ago
They would not let me return an item when I requested a return about 30 minutes after my order. When I looked into it I had six hours. They would not honor the change of price that happened that same day as my order. They said they could not mail me a new order because of lacking contact information yet they just sent me the order above. I gave hem my contact information again about two weeks ago and was told the order would be processed but two weeks later it has not. The jacket I ordered is not very war, and the zipper got stuck the second time I wore it. Very disappointing experience.
Helpful Report
Posted 1 week ago
Solihull store I’ve visited the Solihull store multiple times looking for 3/4 size furry boots with velcro fastenings. While stock has always been unavailable the bigger issue is the staff’s attitude. One man, around 40, was particularly unhelpful, he even turned his back to me fiddling with some papers while speaking to me and I said that I couldn't hear him as his back was turned to me, he didn't respond so I walked out. Overall, the staff seem uninterested in assisting, and I now dread going in. Very disappointing customer service.
Helpful Report
Posted 3 weeks ago
By far the worst customer service I have ever experienced. Reached out via chat October 27th regarding being overcharged for an item. Representative agreed to refund and emailed me with information needed. I replied right away. She didn't respond. No response until me reaching back out October 29th, to which I replied to email right away. And again, no response and no refund. Nobody has responded to emails.
Helpful Report
Posted 1 month ago
Dalton Mens Borg Lined Hoodie massive drop in quality. Bought one this time last year and it was great, thick long fleece lining that was really warm, just received two I bought this year and the fleece was nowhere near as long or dense, the product is nowhere near as good, at £29.99 on sale is still not worth the money, I could get an equal quality product from eBay for less money, at the normal price of £74.99 it's massively overpriced. Last year's one was great, I'm not sure I'll bother buying from mountain warehouse online again as the quality of products is not at all reliable.
Helpful Report
Posted 1 month ago
Went to Mountain Warehouse in Marlow and was nicely surprised that they had a sale on - you can’t have enough long sleeve tops. The staff were really helpful and I was so pleased to hear that they didn’t support the use of air miles via Amex - it’s really important that outdoor wear shops have strong ethics on this sort of thing
Helpful Report
Posted 1 month ago
Online my better half bought me 'Extreme Mens Thermal Merino Knee Length Ski Socks...Made with merino wool'. On arrival the label shows that 72% came from a polyester sheep, 13% came from an acrylic sheep, 4% came from polyamide / elastodiene sheep and (as an afterthought?) 10% came from Merino sheep. How does that 10% give licence to promote as 'Extreme Merino Ski' socks? The only 'Extreme' thing about them is the description. At best, false advertising. And yet, every review gives them 4 or 5 stars. MMmmmm.
Mountain Warehouse 2 star review on 4th October 2025
Helpful Report
Posted 2 months ago
I purchased two base layers from the Barnstaple store, one of which is faulty so took it back with the unworn item for a refund. The manager 'Nick' was rude dismissive and arrogant. He accused me of rolling up the sleeves which caused the sleeves to become baggy and said it was not something he would normally do, giving a refund. When I challenged this that the goods are faulty he laughed and scoffed at me. I took the goods and left the store. I have been in contact with the Head Office but as yet no response. MW are not above the Sale of Goods Act and I will pursue this. Poor amateurish manager with no customer skill set.
Helpful Report
Posted 2 months ago
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 3 months 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 3 months 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 months 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 5 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 5 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 8 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 8 months ago
Got rig off. Deliver was misplace. Say they gave refund but never did. Dont go.
Helpful Report
Posted 10 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 10 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 10 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.
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Posted 10 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 11 months ago
Mountain Warehouse is rated 2.3 based on 389 reviews