mountainwarehouse.com

I ordered for the firsts time on-line and received my shipment of 3 enamel mugs "BATTERED &CHIPPED"! They put them in a plastic Shipping Bag with my sleeping bag with "NO" protection from the shipping handlers. 2 of these mugs the chipping went all the way to the inside of the mugs & all 3 are dented around the tops where you drink from. Not able to call... NO ANSWER@ Customer Service. Not able to complete a return order on line! I have no printer.

Really disappointed - used the bag twice and it broke, can't get a replacement nor fixed as the company says it is out of the 1 year warranty. The 1 year warranty is pointless as it's a large bag for holidays which most people take annually. Poor quality - poor customer service - I would recommend using a different company.

I ordered two items from MW, a base layer top and leggings. Delivery was prompt and on time and the clothes fit perfectly fine therefore no need to return. However, both of the boxes that the items have been in, seem to have been shredded when being opened by someone else. The boxes completely fell apart and were not even closed, horrible presentation and it seems no effort was put into packaging the items. Secondly, the top had a black dirt marks on it! How can you send out dirty clothes to customers?

In the year 2020, this supposed business entity has absolutely no clue what they are doing. While it's 115 outside, perfect time to find a winter coat, before I have to start shoveling. Looking for weeks on-line and in person, Mountain Warehouse had the item I wanted, a price I was willing to pay. Upon arrival the coat was a significantly smaller then the size chart for it on it's webpage. Attempts to return this item was an exercise in futility. Mountain Warehouse Pitney Bowes return system not functioning. A call to customer service goes to Great Britain. Per the customer service representative (clueless) informs me I have to return my purchase to Great Britain on my dime. WTF! After 30 minutes dealing with the representative and getting three addresses in Great Britain to return it too, when she made another mistake have a fourth address. Clueless! Somehow the Mountain Warehouse return service functioned or something I received a return label via e-mail. Per the tracking number the item was picked up by their agent from my local post office three weeks ago yesterday, 22 days ago. What refund? Calls to Mountain Warehouse customer service provide no answers. I have begun the charge-back process with my financial institution.

I bought three "fleecy lined jumpers" and three beanies from these scammers and am disgusted at how they do business. The jumpers are not fleecy lined and I've never received the beanies. Now up to my tenth email, providing proof of sale and I have consistently received a generic response telling me if they haven't heard from me in five days they will presume the matter is resolved. I still marvel at how people can just thieve the money of honest people.

Great customer service and lovely staff who obviously work hard to run their shop well. Special thanks to Clive (I think?) on the till. Didn't catch the name of the other two members of staff who were doing things and helped out as well.
Decided to pop in and have a look for some gloves and other bits. They had lots of items on sale as part of a buy one get one free offer. Got some nice enamel mugs and bowls (along with other things) and the staff were very helpful in sorting it all out. The waterproof gloves I got look good quality and will be great for some winter walking I plan to do in Scotland and the north of england and were on sale too. Great deal on some quality equipment that I was looking for - just what I needed. Thanks again.

I purchased a pair of 'waterproof' walking boots to replace on old and now not so waterproof pair purchased from a different store. After several years of good use though, that previous pair had to date been great. These are for fishing... for walking along wet grassy banks and/or being out in the rain waterproof footwear is rather a necessity!

The claim of the Mountainwarehouse boots being 'waterproof' couldn't be more wrong. They are not remotely waterproof. A 1/2 mile walk through a field of wet grass results in both feet being damp as it takes only this for water to seep through the outers and into the inside. NB this is not even walking in puddles or being out in the rain, and certainly not even being in water; it's simply walking through wet grass! Which means that yesterday, once I'd arrived at where I wanted to be I had to spend the next few hours sat in boots with a wet and rather chilled pair of feet.

This by the way is from initial use onwards, not after many years of wear and tear!

Maybe I've been unlucky and both the boots I have are faulty in some way. After this experience though I'll be giving Moutainwarehouse a wide berth and for my next pair (which I'll be buying this weekend, less than two months after this purchase!) I'll be trying somewhere that sells waterproof equipment that's actually (I hope!) waterproof!!

Ordered on Jun 28,2020. As I am writing this review, it still has not arrived! The delivery was supposed to be a 7 working day guaranteed. During this time, I went on my camping trip, came back, and contacted their support twice. Twice their answer was utterly useless. No explanation as to where my package is nor when it is going to finally arrive; according to them, I should just be patient and forgiving! Anyway, please take my advice, stay away from these clowns. Order on eBay, Amazon or any professional, literally every shop is better than Mountain Warehouse.

Had a payment issue at check out and it charged my account 100 dollars but the order didn’t go through. I called to get the voicemail every time. Then emailed to get no help was told to wait 7 business but still nothing. Very poor online service highly do not recommend.

Bought Parka in May and didn't wear until October when it was cold. The flap on the left sleeve, that attaches to the velcro, was missing. Contacted Support with photos and order number. Told me not to worry since their products carried a 1 year warranty and then asked for proof of purchase and more photos. I told them I referenced the order number and date and that the photos were 10-12MP and I couldn't get them any better. Told me I could return if jacket had not been worn and tags were still on it. Poor Customer Service. The photos I sent them showed the left sleeve without the flap and the right sleeve for comparison.

Great products at excellent price I ordered his and hers adult wetsuits. One wetsuit was ordered wrong size and after contacting customer service we exchanged for the correct size. All shipping was included and for initial purchase and the return for exchange.

I wish I would have seen these reviews before purchasing online. I purchased an $80 children's jacket that was due to arrive in 2 to 5 days. It's been two weeks and the tracking number says that Canada Post hasn't received it yet. First they patted me on the head, then they blamed Canada Post, then after 10 emails I started to get snippy and all of a sudden they are "doing their best". DO NOT BUY FROM THIS COMPANY ONLINE. In store they are fine... poor quality compared to MEC, but fine. Online... NEVER AGAIN!

Do not buy from Mountain Warehouse! They advertise a faster delivery via DHL for £5.95 with 1-2 days. It arrived in 3. As pedantic as it sounds the bottom line is they refuse to refund the delivery charge nor accept they didn't deliver within the promised time frame. Once a complaint is raised they simply run you around in circles and not answer any questions put to them. Obviously they blame this on COVID 19, and that's fine but at least respect the customer and not answer questions that were not as asked. It just makes your operators look stupid. Only scored one star as there is no zero! Do not buy or trust! Go elsewhere.

Order boots ladies size 10 received men's far too big even with large socks Velcro will not go over the boots to tighten up. Feel like bozo the clown. Made it very obvious that I wanted ladies size. Due to the fact I was working and could not wear until months latter could not return. Very disappointed.

Their website said they were low in stock, but the salesgirl at the store said they had new stock in the back. The problem was that she wasn't willing to look for the item I travelled an hour to purchase.
Their online customer service was just as poor. They didn't read my complaint properly and so were totally out in left field.
I see that 3 times they had a 5-star rating. One time was by someone being completely sarcastic. The other two questioned the numerous other 1-star ratings; therefore, it's obvious that Mountain Warehouse, a friend or an employee wrote those two reviews.

Recently ordered for the first time and had my item delivered to store in Longbridge, Birmingham. Staff were very attentive and the whole transaction was faultless. Quality was better than other similar stores/brands i have purchased previously. I will be returning.

Shameful service. Been trying to get my refund for almost 2 months! I went twice to the store in Glossop. They had the audacity to say refund is 30 days (complete lie). I returned the product on 10/08/20!!! . I have been trying to get my refund with customer service, but they refuse to help me.... keep saying they cannot find it, even though I have sent the refund proof receipt... they don’t want to refund me and the cs couldn’t care less in sort this out! Worst service ever! Lana

I was fed up of buying jackets from other retailers that lasted a whole year or more and have really hankered after a brand who's jackets only last 3 to 6 weeks before showing wear. Well I was not disappointed in mountain warehouse!! I can honestly say that every single jacket I've bought from this company has successfully started to fall apart in under a month. One excellent item even lasted just 1 week before the lining came unstitched!

I'd also noticed how all the expensive brands of footwear seemed to be rather comfortable and waterproof. I was almost all but done in trying to find a non-waterproof pair that would hurt my feet untill one good friend advised I try Mountain Warehouse's walking boots. I can't tell you how thrilled I was to find that they not only let every bit of moisture in but my toes were like crushed grapes after a 3 hour trek!! The boots do seem to be still in one piece however but I'm hopeful they will start falling apart soon if their other products are anything to go by.

Another thing that had been an ongoing annoyance was just how hot I was whenever I went camping due to the efficiency of sleeping bags by such brands as North face and Patagonia. How I've longed to be up all night shaking like a sh*ting dog whilst turning slowly into an icicle!!.. Mountain warehouse to the rescue!! I find their sleeping bags to be hugely ineffective and have had terrific camping holidays wearing ten jumpers and 7 pairs of trousers whilst trying to get a minutes sleep in a bin liner if a sleeping bag!!

Keep up the good work Mountain Warehouse. The outdoors wouldn't be the same without you

Recently bought a shorty wetsuit online which was delivered within days. Sadly too big and had to be returned. Otherwise I would have loved it. The quality was very good espcially for an occassional sea swimmer like me, who just wants something to keep me warm on a UK holiday. Took it back to a very local store, so easy, and was told the refund might take up to 14 days. But I had an email saying it was refunded within minutes. What a super service. I'll definitely buy on-line again. Fabulous service, which has responded very well to Covid-19.

[I've also put this review under the MW.co.uk Trustpilot entry.]

It's a shame that other customers have apparently had such poor experiences with Mountain Warehouse (the UK outdoors shop).

I've shopped at MW for at least a decade, mostly in-store in London and Edinburgh, and in 2020, also online. I've found it to be a reliable affordable mid-range outdoors shop with its key asset being the knowledge and professionalism of its staff (even over its competitive prices for reasonable product value). Admittedly I am an infrequent shopper (once/twice yearly), but I am also an active and product-aware outdoor athlete, and generally I am very attuned to (& not afraid to speak out about) the quality of customer service and business delivery.

All my experiences to date at MW have been very good.

Last month (Aug 2020) I signed up for an online account in order to catch some bank holiday sales for much needed cycling/hiking waterproofs. Every part of the process was easy: creating an account and ordering online; the product listings including very useful reviews by other customers for making comparisons / a final decision; the additional 10% bank holiday discount (on top of the 50% off season sale advertised online at the time - although MW does seem to be perpetually 'on sale').

At online payment, i chose the collection in-store option, which is free guaranteed within 7 days (or faster paid delivery for those in a hurry). This option is very convenient if, like me, you live in London zone 2, or other major urban centres, and can chose which high street MW outlet to collect from.

In-store collection experience on a weekday in central London was very smooth, with provision of emailed purchase reference number and proof of name (official ID not necessary making the process straightforward & prompt).

Most important -- the staff at the London Strand outlet I visited were helpful, friendly, prompt and professional. After receiving my online order, I took a further look at other products in store. The clincher for me was getting advice from knowledgeable staff on dry-pack equipment, which I proceeded to purchase that day based on such an experience. (Not said lightly as I am a research-based rather than impulse buyer.) Well done, MW staff.

Also note Covid-19 physical distancing and sanitary precautions (at the MW Strand store at least) were clearly provided for & thoroughly observed in-store with hand sanitiser at the door and max. in-store customer count advice, plus clear plexi shields at check-out to protect staff and customers.

Another positive thing to note in general: MW has a great 30-day returns policy (for products tags-on). Very useful when ordering garments online. Moreover, I also note from other product reviews that their customer service is likely to be quite reasonable if you want to return something that wasn't right - eg. if it wasn't '100% waterproof' as advertised - essential in the UK of course. This is an added benefit to patronising this company.

Well done & good luck during these times, Mountain Warehouse. You have a returning customer in me.