mountainwarehouse.co.uk Reviews 277

Disgusting service, will never trust again. Ordered sandals online to be collected at local store. Email confirmation received to say they had been dispatched expected within store 3-5 days. 15 days later and only because I chased the order up did they tell me the sandals have gone missing between dispatch and arrival at the Bridgend McCarthur Glen store. Beware that apparently Mountain Warehouse have no updates after the item is shipped. Your money is theirs and unless you chase the order up you will be unaware.

Order number: M35875173

Ordered my usual size of wide fit size 5. Have had many walking/trail shoes in this size over the years but unfortunately first time of ordering from Mountain Warehouse and although shoes looked great were more like a size 4 and very narrow. You have to pay for returns unless you live by a store (which most people don’t) which is annoying when sizing/fitting they are advertising is inaccurate and not reliable. I fell into the trap of buying because there were more positive reviews than negative - should have listened to others who said came up small. Cheap obviously equals taking a chance but doesn’t work out cheaper when you’ve paid for 2 lots of postage but end up with no goods! Customer service don’t get back to you either so buyer beware.

store associates R rude in every store all over GTA also customer service when you call them or email even WORST

goodbye

Bought 2 pair of Ramble Softshell Waterproof Walking shoe in June 2025.
Now August 2025 might wear second pair as the first pair have passed there sell by date.
Not waterproof, soles now starting to split at heels.
Only wear shoes 2 hours a day to walk dog. 1 hour in morning 1 hour in evening.

I ordered Flip-flops and never received them. I emailed costumer service and received a refund but only for the flip- flops. When I asked about a refund for shipping, no one responded. Do they cheat all their customers on shipping costs. Very poor service.

I wish there was a 0 rating. Treated appallingly at Cheshire Oaks store. My sister and I made the same purchase of a t-shirt, both also buying other items. We were charged entirely different prices for the t-shirt we both bought. One was put through as ‘grey’ for £3.49 and one as ‘white’ for £12.99, both were the colour grey. When we queried this it transpired that the member of staff that had served my sister had selected the wrong item. She had chose grey, quite understandably and that was cheaper. Her colleague advised us they were white, everyone there agreed they were grey. The colleague (young & blond) then refused to give my sister the top back which at that point was illegal. It was my sister’s property. She had paid the amount Mountain Warehouse had charged and the item was in her bag with the receipt. This person argued with us to the point I returned my purchase also. Absolutely appalling behaviour. Zero customer service or even common sense. I will be making a formal complaint to their head office. We were treated like shoplifters for a mistake they made !!! I am beyond furious. I’m a walker, I use Mountain Warehouse regularly and the staff are usually lovely, this particular person (blonde, zero charm) at Cheshire Oaks didn’t get the memo. I’m not letting it go. She was hideous to us.

Ordered a large number of items online, whereby 6 of them, shirts, were sadly found to be unsuitable. I had to open one of them to properly determine the quality, but this was not an issue when returning. Also, MW allow 60 day's to return items purchased online, this rather than the 14 day's normally allowed in law, via the Consumer Contract Regulations. No issues, no hassle, I will be returning.

I was served by Alex and Anne who could not have been more patient and helpful. I was looking for some water shoes for my child and had no clue what size she was (I was shopping alone). Alex and Anne helped find the style I had described and advised me on the sizing. When I returned to the store to exchange the shoes as they didn't fit, Anne remembered me and came over unprompted to see how we were getting on (child was there this time). She took real care to ensure the sizing was right and my little one felt comfortable in the shoes. Both she and Alex are very friendly and knowledgeable about Mountain Warehouse products.

UPDATE on the no delivery MW and Evri farce.

Evri attempted another delivery today (third) 5/08/25 from mountain warehouse and sent a delivery of a parcel photograph onto MW order tracking web site, again with no proof of address.

I ordered several pairs of shorts on 25th July, today Evri and Mountain Warehouse according to their order status tracking, delivered me a 'mattress'

STILL! COULD BE WORSE !!!!! I'LL SLEEP ON IT

Returned a pair of walking shoes slightly too small
Only worn 5 minutes in home and as delivered including label still attached (mailed 030725 )
M W claim not received although I have mail tracker receipt, so emailed photo of receipt
No reply , phoned customer services and requested call back on automatic reply
No call back (now a month since returned )
As other reviews , very poor service and cannot recommend this company have written off the 50 £

finding it impossible to speak to anyone at MW - tried ringing - they call back and then just put the phone down, or you just get cut off whilst waiting on the phone.
If you use the 'chat bod' they say they will put you through to an advisor after hours noone comes (and of course we do have a life so eventualy have to give up) and if you try to use their on line form it just says it is not working at the moment - that is is after trying all weekend off and one, and today.
It was never explained when I ordered that one item was coming from a third party and therefore could not be returned via MH -and i have no paperwork with it.
Appaulled at the poor level of customer service - so stressful.
Will NOT be shopping here again.

Poor after service. Despite a email to say package sent to courier they have not received it after 3 days. Messaged to ask & just told out for delivery despite courier telling me they have not received it. Have used in the past with no issues but poor service when you do get a problem.

Currently waiting (day 2) to speak to an advisor still. It’s impossible to get through on the phone, you just get cut off. Next day delivery is a lie, should have arrived yesterday, still not even out for delivery today. Sent a message, no response, “waiting for an advisor” on the live chat system. Poor performance. I don’t even need what I ordered anymore as I had to get a replacement more quickly than it seems they can deliver. I can’t speak to anyone to sort this out.

I used to trust this firm.Not anymore. My children as a Christmas present bought me an outdoor weather proof jacket. I rarely wore it, no more than a few times and in a downpour today did so. It got wet so did I as the jacket sleeve seam parted. REALLY A WATERPROOF JACKET WITH SINGLE SEAM STITCHING. Get Real and sell products fit for purpose. Sending jacket back for them to use on guy on bonfire night. Rating -100*

Bought some Z4 sandals exactly 12 months ago.

They've just fallen apart (side strapping came totally away from the sole)

Useless now. Just too late to send back.

Won't buy anything from them again.

I have never bought anything from Mountain warehouse before thought I would give them a go I ordered a black hoody , it took more ages to arrive when it did the material was rubbish and the sizing way out it was huge , so I returned I had to wait more than 2 weeks to get refund and they took £5.00 off , the top was £15.00 NOT HAPPY AT ALL never bought anything from Mountain warehouse and NEVER will again cheap rubbish they pretend your getting discounted items when realy it just cheap rubbish.

Awful quality walking boots. Came appart after 3 wears. Do not buy walking boots from here

I bought a walking jacket...
I had only worn it a few times when the zip.broke. Took it back to the shop where they demanded a receipt, even though it has their logo on it . They refused to do anything.

At Aberdeen Union square mountain warehouse was an okay job to have. The job itself was good and had friendly co workers but unfortunately the management made working there horrible. I worked there for 8 months and as the months went on I realised how bad the managers really were. To name a few - There was clear discussion of discrimination against customers and few employees, clear favouritism to the point made non favourites uncomfortable (managers would almost ignore you) because of this it made coming to work unbearable and anxiety provoking

Bought walking trousers that on an 8 mile hike rubbed the skin off the areas where the fabric was in moving contact with my skin… the backs of my knees, especially badly affected as were my thighs all bright red and inflamed.
Initial contact was positive now without any resolution they don’t respond to any of my mails.
Shocking product quality and equally poor customer service.
Best avoided.