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Mountain Warehouse Reviews

2.4 Rating 358 Reviews

33 %

of reviewers recommend Mountain Warehouse

Company Reviews

2.4

Based on 358 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 43%
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 23rd February 2024

Mountain Warehouse 1 star review on 23rd February 2024

Mountain Warehouse 1 star review on 23rd February 2024

Mountain Warehouse 5 star review on 24th December 2022

Christine Parkes

Mountain Warehouse 1 star review on 1st November 2022

Mountain Warehouse 1 star review on 1st November 2022

Mountain Warehouse 1 star review on 26th March 2022

22

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good durable entry level camping gear.”

Posted 2 years ago

“bad business !!! i made a purchase and they lost my itens ! did not offer any way around or help ! We will never buy anything from this company! Terrible costumer service and overall experience !”

Posted 2 years ago

“Appalling online customer service. Conversation abruptly finished by ‘Christine’. Bought mens mucker boots from Mountain Warehouse via online Amazon store. Both split. Shop will not accept a return or exchange despite having a pair in the shop and being presented with the split boots. Shop staff polite unlike online staff. Amazon terms will not allow a return. Copy of invoice available. £50 + out of pocket. Cheers.”

Mountain Warehouse 1 star review on 9th December 2021

Mountain Warehouse 1 star review on 9th December 2021

Posted 2 years ago

“The customer service is horrible. They really don't know how to handle customer's concern. Horrible experience that feels uncomfortable to call them again. They are not genuinely apologetic. They need to learn what is customer service. Sorry but they need to learn from other customer service like a....n.”

Posted 2 years ago

“Disgusted with attitude of Aluka, customer service who did not understand what I was trying to explain (overcharged for postage on returned items)..she was rude and impatient and just put the phone down on me. I will never order from this Company again. Potential buyers please be aware of their dreadful customer service”

Posted 2 years ago

“If I cold give a negative star, I would. Ordered about 10 items and informed delivery would take 5-10 days and might be shipped in parts. However first delivery came in and only 4 items were delivered. Thinking this was the first batch, in the package, it indicated that ALL items were delivered. Checked my online account to see if MH would at least indicate which items have been shipped and all indications were that everything I ordered have been shipped. Couldn't reach them on the customer care cell phone so I sent a mail detailing my bitterness with the delivery. They said they were sorry bla bla bla and have initiated an express delivery of the missing items. I thought all was good then. Only for days to pass and I didn't get any tracking details or any confirmation to show that my missing items have been shipped. Reached out to them again and it's all apologies upon apologies. It's been 2weeks plus and I don't have my complete orders neither are they giving me cogent reasons for the delay.”

Posted 2 years ago

“Recieved 3 pairs of hiking shorts and only one pair fit. After the difficult time of 3 days trying to get a shipping label I was able to drop it off at the post office. 13 days later the contracted carrier still hasn't picked it up for a refund. This is absolutely ridiculous. Do not order anything online as a return will not be easy.”

Posted 2 years ago

“I've enjoyed a number of Mountain Warehouse clothing products. The value is unbeatable. I can't say the same for their shoes. The outsole has broken down rather quickly. While the shoes are two years old they have seen minimal use compared to a pair of Columbia's that are going strong after five years. They need to improve on the outsole material.”

Posted 2 years ago

“Do yourself a favor and do not order from this company. It is virtually impossible to return something.”

Posted 2 years ago

“Really bad company for ordering online do not use them or if you do double check item otherwise you can't cancel or fix item after purchase called the customer care the can't do anything about it I asked to speak to the manager the responds was he was busy. Better go in-store and if you want to return item they charge you. By the way I made my order and in less than 30mins I realized I ordered a men's jacket twice my size and all I wanted to do was change it to women's in the right size. Terrible online company😠😠 I must say the lady was really nice and polite. That's why I gave them a two star.”

Posted 2 years ago

“The level of customer service we received at the McArthur Glen store was outstanding. Jayne was so very friendly, helpful and is a real asset to Mountain Warehouse. We left very happy not just with our purchase but the shopping experience overall and will definitely return”

Posted 2 years ago

“Called to cancel an order 5 min after I placed it and they sent me the item anyway. Claimed the warehouse could not cancel it. This company is a scam. Now I have to waste my time to return it. Will never order from them again.”

Posted 2 years ago

“I ordered a pair of waterproof bushwalking shoes with similar price of those famous brands hoping they will last for years. Ordered in February 2020 and the outsoles split after less than 5 months. Seems no way to amend them as the part are cheap material that breaks down easily. Been put aside for more than half a year now whilst I was hesitating whether they should go to the rubbish bin. They are no good for anything now, not to mention waterproofing.”

Posted 2 years ago

“I order my son a jacket for school ans was a bit worried l9oking at the comments but to be fair ti them it arrived very quickly and my son is very happy (so far) time will tell o. tHe quality when schools go back, finigers crossed this one lasts abit longer”

Posted 2 years ago

“Ordered from this company. They took money on day 1 and then 3 weeks later advised they didn't have some of the items. It was a further week before the delivery came, and some of the items have such terrible sizing they have to be returned. Quality is also not as expected. A month on and still not refunded for the items they didn't send.”

Posted 2 years ago

“Since Saturday July 24th, 2021, I have tried to order multiple items from the Mountain Warehouse Online Store. Mountain Warehouse has significant problems and their customer contact centre is in significant trouble. This was my first order with Mountain Warehouse. Expect a ”1” star experience & a complete wasted of your time. Experience: 1. Shopping Cart (FAIL). Setup account + add items & repeatedly watch them disappear from the cart. Attempted numerous times on 2 different computers. No order# number generated. (big problem for a company who uses the order# as their primary reference key). Furnished multiple pictures to Mountain Warehouse customer service with clear descriptions of the transactional problems - highlighting the errors. The online issue is that I can add "2" items and then the 3rd deletes all the items. This has occurred (7+) times. I cannot process any of the items. I have to re-add each time. Complete waste of time. 2. Help Desk/Payment System (FAIL). Zendesk is absolute garbage. Wastes customer time. Creates problems rather than solving it. I received a "2" page generic e-mail response regarding "payment problems" that ignores the fact I could not initiate the payment process. It looks like someone copied & pasted a "canned" training manual response and sent it to me. 3. Rate Support (FAIL). Following any e-mail correspondence, I received numerous e-mails requesting to “rate the support received". This process is absolute rubbish. After 20+ emails they did not fix anything yet keep asking me to rate their horrible service. This is just plain stupid. 4. Marketing (FAIL). Received (6+) marketing e-mail "reminders" from London asking me ..."Did you leave something behind?... or… "Still thinking about it?" yet still indicating an “EMPTY” shopping cart with an "ASK" that I complete the transaction. This is crazy….I now receive two (2) marketing e-blasts every ~3-5 days. Note I did not opt in for marketing notifications. Who does this? I keep unsubscribing. Which legitimate company does this nonsense? Anyone heard of GDPR or CASL (Canadian Anti-Spam legislation)? Mountain Warehouse is not compliant. 5. Contact Centre - phone - (FAIL) Good luck if you can speak to anyone or if anyone calls you back. Repeated calls (3+) (#1-866-313-2393 + 1-866-619-0649 - twice hung up on. Contacted Mountain Warehouse retail store in Vaughn Mills (unfortunately cannot assist online customers). 6. Customer Service email (FAIL) I sent (23+) emails to the contact centre over a (3) week period. Still unfilled order. Slow to respond and unresponsive agents. Resolving customer queries as quickly as possible is a cornerstone of good customer service. Speed should be of the essence — especially for smaller issues that don’t take much time to solve. Instead I received a "pass the buck attitude" and “ repeatedly requests” (remember the order # issue) for the same info provided. No accountability. Multiple agents involved (Clare Judd, Maria Blyth, Wasiq Khan, Archana Paraig etc...) I think these are fake names and a generic AI is being used. No human element here….Expect generic AI responses requesting the same info (like an order #) and completely lack of follow-up by Mountain Warehouse. I sent pictures and clear documentation. Notified of request to have followup. Ignored. 7. Management Escalation (MARGINAL PASS) Finally received a call back from a manager in Germany (Sophie). Was initially very positive. Verbal commitment to honour the price, apply discount code & ship items. Some of the items were out of stock. Ok so we modified the order. Note I had previously being advised that a manager (Kelly Seingier) or alternative would call me back (3x). 8. Discount Codes (FAIL). I have been offered 10% & 20% (CUST20) discounts but unable to use them as the shopping cart is broken. Codes are useless if you cannot transact. 9. Fulfilment (FAIL) Received a Mountain Warehouse PayPal invoice 5 days later (asking for immediate payment). I initiated a bank transfer to my Paypal account (takes ~7-10 days). While awaiting the transfer I received a cancellation notice from Mountain Warehouse”

Posted 2 years ago

“good quality products. found what I needed. Reasonable delivery time. terrible refund policy. after i personally paid for return postage, they deducted $15 from my return simply for processing it. if i had understood this I wouldn't have bought from them as other companies give you free return postage and deduct this amount from your refund, with no charge for processing. first time i have come across this. very unhappy.”

Posted 2 years ago

“My personal experience was fantastic. I brought items last week & this week the company had a massive 50% off sale. So naturally I was disappointed I missed out on the sale prices. I rang & asked if they would credit me a partial refund for the difference & without hesitation my CSR Bell processed the refund instantly, hassle free 👌 Note, not all companies will do this. Some will get you to reorder the items & resend them back. Shipping was very fast although I did receive my items split on 2 different delivery days. Products purchased seem to be good so far :)”

Mountain Warehouse 5 star review on 16th July 2021

Posted 2 years ago

“My daughter gave me a Mountain Warehouse shirt as a present and it looked OK. However after washing...as specified on the label...I was faced with a badly creased item that took me half an hour to iron and make half decent. After it's next outing it will be going in the bin. I usually get my shirts from Tesco which are far better quality than this rubbish.”

Posted 2 years ago

“They sent me the wrong size pants three times. They refunded me properly, but that was many emails, chats and trips to the post office. Very disappointing.”

Posted 2 years ago

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Mountain Warehouse is rated 2.4 based on 358 reviews