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Mountain Warehouse Reviews

2.3 Rating 384 Reviews
32 %
of reviewers recommend Mountain Warehouse
2.3
Based on 384 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
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.
Helpful Report
Posted 4 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
Helpful Report
Posted 4 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.
Helpful Report
Posted 4 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
Helpful Report
Posted 4 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.
Helpful Report
Posted 4 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.
Helpful Report
Posted 4 years ago
I purchased one of their own brand coats around nine months ago, quality material and construction, is my go to coat to date and when it was unfortunately damaged over six months in they replaced the coat under warranty with no hassle and still free shipping!
Helpful Report
Posted 4 years ago
the price is great, the clothes i got were high quality. my only complaint is how long it took to deliver. i guess a month isn't terrible, but i live in an area with a lot of package theft, and there were no alerts to let me know when it shipped. to their credit, mountain warehouse searched their records, found out when it had shipped, sent me a tracking number and refunded my delivery fee. it would have been much better if they'd notified me when it shipped and sent me the tracking number then, but i guess nothing's perfect. oh, i take that last part back..the clothes are actually perfect and worth the wait.
Helpful Report
Posted 4 years ago
I purchased a hat last month and during a few days of hot weather my sweat caused the dye to run. I brought the hat back to same store I bought it from to exchange it and the manager refused to give me another hat. He said the colour running because of sweat was normal wear and tear! Their warranty is bogus! The exchange guarantee is just a scam to get ripple to purchase cheap products!
Helpful Report
Posted 4 years ago
Very slow delivery, will not buy items from this store again.
Helpful Report
Posted 4 years ago
The same size of shoes differs significantly from one pair to another.
Mountain Warehouse 2 star review on 4th June 2021 Mountain Warehouse 2 star review on 4th June 2021
Helpful Report
Posted 4 years ago
Excellent waterproof coat bought via Amazon via easy to use site. Excellent communication when trying to ask about options.
Helpful Report
Posted 4 years ago
Read the negative reviews. Too many similar incidents to dismiss. Five months after contacting customer service by phone,and email:sending pics.od the defective items, giving the order number. I received a thread of (questionable) replies. Nothing was returned because the Mountain Warehouse store said they "can't" refund online purchases. Untrue if you read their policy as of around February/ March at least. My credit card company was surprised when I told them this company refused to refund to my method of payment, plus sent the email thread that included (in quotes) Mountain Warehouse's demand for my banking details. It's a pandemic,people are trying to avoid interior interactions, being locked down by their government. Mountain Warehouse made things as difficult as possible for me as an immune compromised disabled person. " Hello, A message has been added to your Order Number M... Message from Mountain Warehouse on 2020... : Hello, Thank you for your recent return. We would like to process your refund for you. As we do not have your bank details on file, please could you provide us with the following information: Option One: - Account holders full name - Transit Number - Account Number - Institution Number - Bank Name Option Two: - Provide us with your PayPal email address so we can refund through this platform Once we have this information, we can request a bank transfer be done for you. We look forward to hearing from you. Kind Regards, Mountain Warehouse Customer Service"
Helpful Report
Posted 4 years ago
I purchased some boots that fell apart within 12 months. Admittedly they were in the sale so I gave the benefit of the doubt, so then bought the Latitude Extreme Waterproof Vibram boots (£169.99). Within 12 months again they completely fell apart and I don't even walk much. However it wasn't until CA 15 months that I got in touch. An unsympathetic employee brushed me off with a "it's only a 12 month warranty", which is essentially the brand admitting they are not confident their boots can last for more than a year. I cannot warn fellow walkers/ hikers/ mountain trailers and Duke of Edinburgh participants enough to stay away from Mountain Warehouse boots. They will let you down and are not worth the big price tags (the customer service is shoddy, too).
Mountain Warehouse 1 star review on 22nd April 2021 Mountain Warehouse 1 star review on 22nd April 2021
Helpful Report
Posted 4 years ago
Very upset with the recent service. Needed wetsuits for watersports course 16th April - ordered on 7th April with delivery timeline of within 7 days - so plenty of time. On 9th April got email to say sorry delay to the order but would be sent express delivery once processed. 3 days later still not been despatched and now looking very unlikely to be delivered before 16th. Have spoken to someone in customer services who was apologetic but couldn't guarantee the delivery date.... so basically have wasted a week and now need to scramble and try and get one elsewhere online with express delivery or brave the shops and hope I find stock in right size etc before Friday. And no doubt will miss out on the discount I got when I ordered online. Really bad experience and will be wary using again u
Helpful Report
Posted 4 years ago
Sie senden die Umfrage, bevor ich den Artikel erhalte, und liefern ohne Grund meine Bestellung nicht aus. Sie haben mich nicht einmal über den Lieferstatus informiert, ich musste sie kontaktieren, um informiert zu werden. Mieser Service.
Helpful Report
Posted 4 years ago
Ordered hiking pants. I have a 36 waist and it's what I ordered. These pants run big! The elastic isn't anything like my other hiking pants. They are big around the legs and the material is very thin. I need to wear a belt. Won't be buying anything else from them.
Helpful Report
Posted 4 years ago
You are not sorry to hear you had a bad experience with mountain warehouse, so don't make such a false statement please!!!! I have had nothing but problems with the NZ branch & you don't care & if I could give you a zero star rating I would!!! I am returning to Kathmandu store as you are nothing but scammers!!! Buyer beware!!! You have such a negative reputation now that this business is going to go under and not soon enough!!! You falsely advertise that it is a 'no hassle return' which is illegal under the consumers act, but it couldn't be further from the truth!!! I just wished that I had seen this website before I purchased from such a despicable company!!! You have no right selling any product!!! F you!!!!
Helpful Report
Posted 4 years ago
I have made one order in 17.01.2021, and ïts being lost within the courrier system again and again". After several emails by then i am positive that this website and firm is a fraud - watch out for your money
Helpful Report
Posted 4 years ago
their refund policy sucks so bad. we were sent two kids jackets as a gift via online purchase. it said I can exchange in a location in person as well as sending it back. I chose in person cause its easier. I brought all the required documents and yet they would do a simple exchange for the same jacket (same prize! one size up, their sizing is so off too!) - instead they refunded the money back to the person gifting it and made me pay for the new one. absolutely stupid, as uf this covid hasn't made life already enough annoying. terrible customer service for a big company like that. very disappointing.
Helpful Report
Posted 4 years ago
Mountain Warehouse is rated 2.3 based on 384 reviews