Mountain Warehouse Reviews 15,417

Great customer service. The zip broke on my son’s coat, they offer a 12 month warranty and arranged a replacement quickly. I didn’t have my order number but their customer service on the chat found it quickly with some other details

The costumer service rep was helpful and heard me, but the resolution was still unsuccessful. Still confused how a promo code is provided in the mail doesn’t ever work and the rep even gave me a new code and it didn’t work. I tried multiple items in the cart and it never worked.

Purchased a pair of hiking boots. They were the synthetic uppers and the thick Vibram soles. Was impressed with how lightweight and comfortable. I used them during the winter months 3 or 4 times a week to walk my dogs. After one season the rubber toes started to come away from the main boot which forms part of the sole. This became a problem when ground shrubbery got stuck in the toe causing me to trip. Eventually the soles came away and I ended up throwing away an almost perfectly good pair of boots. I use the word good because I liked them. Poor quality glue is my assessment but ultimately you get what you pay for. One season for a cheap pair of boots isn't worth it. Replaced them with British made boots at twice the price and 5 times the quality.

Tracking shows my order delivery is today & tomorrow. 3 weeks since order placed. I was just notified via PayPal that 90 percent of my order was refunded! Poor communication! So I have merino bottoms & no top! I would never recommend your company. And I could have shopped elsewhere-I am so frustrated!!!!

As someone who is a Carer for elderly and vulnerable parents, time and energy are incredibly precious to me. Dealing with faulty products or customer service issues can quickly become overwhelming, which is why the support I received from Rachel Bassett genuinely stood out.

Rachel didn’t just process a case — she took real ownership of it from beginning to end. What moved me most was that she even took the time to personally call me on a Sunday to check that my refund details were correct and to make sure everything was progressing properly. That level of care is exceptionally rare.

In many companies, customer service can feel scripted or transactional. Rachel was the complete opposite. She was warm, efficient, compassionate, and deeply professional throughout. You could genuinely feel that she cared about reaching a proper resolution and about the experience of the person on the other end of the conversation.

What may have been a stressful and draining situation for me became manageable purely because of the reassurance and confidence she provided. People like Rachel are the reason customers remain loyal to a company. She is an absolute credit to Mountain Warehouse and deserves recognition for the standard of service and humanity she brings to her role.

Thank you again, Rachel. Your kindness, professionalism, and willingness to go above and beyond made a real difference to me.

One of the items ordered was missing from the parcel. Parcel had obviously been torn or vandalised as it had brown parcel tape over the torn area.
I notified Mountain Warehouse immediately. They were going send a replacement.

I am utterly impressed with Mountain Warehouse. I purchased two pairs of sunglasses and did click and collect. Unfortunately when I got home I realised there were no protection pouches for them. I contacted my local store. There was a direct number and I spoke straight away to a human. This alone is incredible. After a discussion I contacted the main Mountain Warehouse help line. I used their web chat. It was a very efficient service and an appropriate resolution was quickly found. I have had 2 awful shopping experiences over the last couple days, but Mountain Warehouse have been gold standard and I will definitely be shopping with them again.

Easy ordering, quick dispatch and earlier than expected delivery. No issues and everything as ordered.

Very easy to order from the website and speedy delivery. I ordered the wrong size jacket originally but money was refunded very quickly and i ordered a smaller size which fitted perfectly. Good quality clothes at reasonable prices.

very quick and very cheap. Shirt and thermal great too, good quality

Fantastic store in Nelson, very confortable, with fantastic attitude by sellers and good offers.

Friendly service nice layout
No pressure allowed to shop

Recently bought a pair of Curlew mens walking shoes to replace a previous pair that had worn out.
The shoes themselves are spot on.
The downside is that after only 15 days, items purchased on 23rd April from the Designer Outlet at York, one of the lace loops has broken.
Would I buy again, probably not, even after using Mountain Warehouse for years.

Edit update...(same afternoon as posting this review)

Mountain Warehouse have contacted me, but the supplied email in the reply, support.care_at_mountainwarehouse_dot_com does not exist and bounces back.
I sent an email of the same content to info_at_mountainwarehouse_dot_com, a reply there is that is an unmonitored email address. (emails extended due to Trustpilot rules)

There is no simple method of contacting their support team.

My shorts arrived in good time. They are perfect for what I need. This is my third or fourth pair now and I love them for pickleball. Comfortable and easy to wear.

Good enough shop - bought stuff but my problem is with the checkout - thus the 3 stars and not more. There were two staff members at check out - one busy with customer and the other one doing something else - not sure what. We asked the apparently not too one if she was busy - she said yes she was busy. We accepted that and left it at that and joined the other queue. Thirty seconds later a woman came up to the apparently busy one - who wasn’t doing much - and asked if she could check out with her and she said yes. We hadn’t done anything to upset her. Seemed very random. Would love to know why she helped the woman after us and not us! She did look a bit sheepish after the event when we looked quizzically at her. If she reads this - I’m pretty sure she’ll remember the event! If anyone at the shop is interested, I can describe her to you.
Otherwise - shop gave us what we needed but won’t be going back.

My stuff was delivered in time, followed instructions and delivered with care

I bought a few fleece jumpers at a reduced price and was pleased with them, good fit and quality, great price and quick delivery.

Always value for money at Mountain Warehouse… comfortable, stylish easy to wear practical clothes sold with a smile ..I’m a fan 😎