mountainwarehouse.co.uk Reviews 277

I mistakenly gave the wrong address for an urgent delivery. I was expecting a long saga to try and correct this. However, I called the customer service and this was solved quickly. The customer representative I spoke with was polite and proficient.
I would strongly recommend this company

Fantastic customer service and excellent advice from Lucy at the Gates Garden Centre Branch.

Maryam at the Covent Garden branch really went the extra mile to help my teen daughter choose a backpack for her Duke of Edinburgh practice expedition. Thank you for being so kind and patient. What a lovely, warm hearted experience.

Poor quality products; waterproof jacket zips broke shortly after purchase, one pair of walking shoes and one pair of walking boots fell apart (rivets/sole) shortly after purchase and they would do better to put their prices up in order to make durable products. I will not buy from them any more.

I visited the Mountain Warehouse (MW) store Selly Oak to purchase a couple of fleece tops. They had a good selection of items and at an equally good price. I was able to get a discount with my Bluelight Card which was a bonus. 'Dan', the sales assistant who served me was very friendly and helpful. I didn't realise MW do free standard delivery on all online orders, which can also be made through the store. This is almost unheard now as most retailers generally charge for this, and more have started charging for store collection, which is nothing short of shameful! I'll definitely be shopping at MW again for my outdoor clothing. Great job Dan and thank you MW for my great shopping experience!

Bicycle Jackets are good. But! The zips are worse than useless.

Replacement zips should not have cost an additional £30 to change.

Since when, I've belatedly learned of Temu and/or Alibaba & since, belatedly acquired, three for the price of one.

This after previously, foolishly having purchased three inverMESS, Whitby & Northallerton, too. Bigger fool me!

However, other stuff was half decent.

But given this. No replacements. No refunds. I'm finished with Mountain Warehouse....This circa, 2017 - 2023.

Really pleased with the service at the Aylesbury branch. Dimpal was friendly and very helpful. Was good to feel so welcome!

The in-store assistance was good, but with online payment and in-store collection you’d normally expect next-day service. Waiting 14 days was far too long.

I was overcharged in the Whitstable shop two days ago, but only realised later in the day as I'd opted for an email receipt (never again - get paper receipt and check!).
As I am very busy and there is not a shop local to me, I attempted to explain the situation and request a refund online.
I put in all the details, went to upload my supporting documents and photos, clicked 'done' and it lost the lot! So bad.
The 'How to get in touch' page refers to a green live chat icon at the bottom right of the page. Well, not on my ipad nor on my Samsung phone. Rubbish!

We had a problem with a jacket purchased the week before from Mountain Warehouse Stane Park Colchester. We received excellent assistance from a lady assistant who went above and beyond to help us. Thank you so much were so impressed!

Sadly I will not be placing an order through the online shop again. Customer service is not built to help the consumer. I placed an order on 2 December. It was delivered on 31 December to a parcel shop when I was not in town to pick up but also had already been on ski holiday with the goods not needed anymore. When I visited the parcel shop I refused the collect the order since it was 12 January. Evri did not pick up the parcel to return to sender and the order is sitting in a parcel shop forever. Mounrain warehouse said they could not issue me with a refund. Impossible situation- unless I physically go and get the parcel delivered to Mountain warehouse myself I don’t know how the system of Mounrain warehouse can work. They should improve on this - it is their courier, they need to resolve and issue me with a refund. Very unhappy

Ordered a pair of boots online which arrived damaged took them in store to exchange which the email and website clearly states and instructs me to do. I go in there and tell the deputy store manager I will just have a browse at what other boots there are in store as I lost confidence in the ones I had originally purchased. To be told oh I have just put it on your card it could take 10 days if not then call customer service as we dont do exchanges.... im sorry what.... I explain your website and my email states to come to store for an exchange she was rude clueless and quite frankly I wouldnt have trusted her to tie her own shoe laces let alone advise me on life saving equipment in the wilderness of a mountain in winter. I called customer service appalled at the level of service and knowledge who instructed me to place her on the phone at which point within 2 mins I had a new pair sent out next day and was told the refund she had processed had actually failed her end so I would have waited 10 days for nothing. Luckily customer services resolved the issue and corrected her completely wrong information and process. The kit is good guys and girls but you will find more knowledge about anything mountaineering more so in a fish and chip shop than with her. She actually needs retraining or better still sacking. Sort it out mountain warehouse stop hiring clueless kids and if you do so at least train them. I left vowing never to return and I wont.

Andy , manager at the Canterbury shop was exceptional in his help , friendliness and politeness.
I didn’t realise at first he was the manager as he was busy straightening rails up which was refreshing to observe. As an ex retail assistant we were constantly doing this in the 70’s but it’s rarely seen nowadays especially by a manager.
He has a warm personality and his professionalism shone out. He easily related to our needs and requirements. He was not pushy and allowed us time to choose. Thank you .

This is a review for Women's Vostock boots sold by Mountain Warehouse. I have to write it here as Mountain Warehouse don't give an option for writing reviews on their page, which is strange as the boots have a long list of published 5 star reviews.
I bought an the boots online and wore them for the first time today. My experience of the boots is definitely not 5 stars so this is my honest review.
Good points - The boots look nice on, they're warm, comfortable and very sturdy.
The negatives - I bought the boots especially for icy, frosty weather as they were advertised as having a good grip. Certainly the boots I bought don't have any grip at all. I only walked a few yards and slipped over, then had to watch every step as I was skidding all over. I have a cheap pair of trainers that have better grip than these boots. It's very disappointing.

Re Order number M37825675 UPDATE: 6th Jan 2026 - eventually managed to request a call back yesterday via the website ... nothing as yet. .
5th Jan 2026 Tried to contact Mountain Warehouse regarding the unprofessional actions of the EVRI driver resulting in the delivery of a damaged parcel. Website links to customer service are non existent and the phone line was unavailable.

WHERE'S MY REFUND?!! Bought expensive Hotter slippers from Mountain Warehouse website. The slippers didn't fit and were returned to the address on the packing slip. Royal Mail confirmed delivery to them on 12th December. Now 6th January. Have been trying to contact but was 18th in line on phone. Tried Hotter twice but got Asian call centre: first time they cut me off, 2nd time never got back. All responses have been that no record of the order number which was given on the original order confirmation. It is past the 21 days Royal Mail tracking period so I now haven't proof of return. I've been a MW customer for many years but NEVER again. Where is my £43??? The original founder of the Company has bought it back - he needs to get it sorted before the company gains a bad reputation for customer service!

Order Number: M36784728
I ordered two coats as not sure of the size. They arrived OK, tried them on and selected the one I wanted to keep. I arranged to send the other one back and get a refund, they have received the returned coat. I have now been waiting for said refund for over a month, I have emailed them and all I get is standard response that someone will deal with it. For a company of this size this is simply not good enough. It will certainly put me off from ordering again so people be ware, they will hold onto your money as long as possible

Did a return via inpost…. Sent two jackets back… one got refunded another didn’t… trying to get through is near impossible

Absolutely HORRENDOUS service. I spent A LOT of money on new clothes and boots for my family for a trip to the snow and it never arrived. I was shipped with Evri but then never arrived. I have messaged mountain warehouse twice with no response in 3 days. I have spent HOURS on the phone to their customer services on hold - no-one ever answers. I have no way of contacting Evri as they say to contact Mountain Warehouse, who just don’t reply. AWFUL - I will never order from them again.

I sent my returns back 5 weeks ago still no refund!!