The product is lightweight, very comfortable, and truly justifies its price. In fact, it performs better than many well‑known brands I’ve tried. My only concern is the pocket design. There are no zi... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 c... See more
Company replied
I went to MW in Aylesbury to gear up for a mountain hiking trip. I felt overwhelmed by the huge choice available. Fortunately I was helped by a very knowledgeable lady called Dimpal. She spent a s... See more
Company replied
Great options for outdoor wear including shorter length/petite trousers. Decent quality and reasonably priced especially during the sales. Easy delivery, returns and great customer service. I recently... See more
Company replied
Company details
Written by the company
HELPING EVERYONE ENJOY THE GREAT OUTDOORS At Mountain Warehouse we want everyone to enjoy the great outdoors and we'll help keep the whole FAMILY warm, dry and active – including the dog! Founded in 1997, we’re the UKs’ largest dedicated outdoor clothing and equipment retailer and have been offering our customers unbeatable VALUE for money and outstanding quality for 25 years. We pride ourselves on our in-house designed and developed product ranges and in recent years we’ve added a curated selection of products from other brands. Now, through the addition of our Mountain Warehouse Marketplace, we’re partnering with more sellers and brands to bring you our widest ever CHOICE of products across even more categories. Like you, we’re on a SUSTAINABLE journey so we’re introducing more sustainable materials and packaging whilst minimising waste and the impact we leave behind. So, whether you're planning on travelling the world or exploring closer to home, we have what you need for your next ADVENTURE.
Contact info
4.0
Great
15K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I made a mistake with my order and it…
I made a mistake with my order and it was dealt with quickly and effectively by a very nice agent
18 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Alison,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Ben was awesome
Ben was awesome and fixed my query straight away.
Quick and easy process
18 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Glenda,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Ben was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Structural failure on first use
Structural failure on first use
I had high hopes for these, but the build quality is shockingly poor. As you can see in the photos, the side paneling and stitching gave way during a hike, leaving me with compromised shoes miles away from my car. Hiking gear needs to be durable and dependable; these are neither. They might look the part, but they cannot withstand basic trail conditions. I won’t be buying footwear from Mountain Warehouse again.
17 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Musab ,
Thank you for providing feedback on your recent purchase.
I am really sorry to hear of your experience and I would like to offer my support.
In order to look into this further, please contact us using the online webform on our website : https://www.mountainwarehouse.com/help/new-request/ using your unique Trust Pilot reference #4444.
We look forward to your contact so we can resolve this issue for you.
Kind regards
Rachel
MW Trustpilot Team
Chasing a refund since Sep 2025
Have been chasing a refund since September 2025 and yet still not received it till now April 2026. Then your customer service team, Janice Evans responded to me today as of 17/04/2026, promptly forwarded my request to your finance department. Appreciate Janice’s assistance, hopefully to get this sorted soon.
17 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Eva,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Great customer service!
I was amazed at the speed of which an issue with my Animal purchase was resolved, Janice Evans handled the case and was brilliant!
17 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Michael,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Swapping delivery methods
Having been incapacitated after an accident I contacted Mountain Warehouse to change my delivery method for an existing order. Heidi couldn't have been kinder, more sympathetic or more helpful if she tried! So refreshing to have a human deal with an issue - much better than my experience elsewhere...
17 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Outstanding Team
I had an enquiry and was stressed about it so I contacted the customer care team and got replied to within 3 hours! The assistant Ben was really kind and understanding and I'm truly grateful. Truly amazing service.
16 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Maryam,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
I reported an undelivered item
I reported an undelivered item. Courier sent confirmation it had been delivered but it was not received. I brought two of the same item, they were dispatched first arrived fine but the second item did not. Courier appeared to use same photo as the one used previous day for first delivery. Our cctv showed no activity at time delivery notification said t was delivered. Your customer representative Gbenga (Ben) could not have been more helpful and efficient sorting this out for me, I did not expect that. I thought at best it will be a hassle, at worst it will be denied. Thank you Gbenga (Ben) you were great. I look forward to receiving the item I ordered reposted.
Giselle
17 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Giselle,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
I went into your branch today in…
I went into your branch today in Cwmbrân. I was looking for a coat for my hiking trip away and Jade was very helpful and friendly. Nothing was too much bother and was happy to help! Ive never experienced such good customer service like this and will definitely come back again! Thankyou again!☺️
16 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Regina,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and that Jade was able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Abbie is an excellent customer service rep
Abbie was very courteous and solved my issue promptly. Thanks to her for her help!
16 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Cindy,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
Prompt and Efficient Response
I had a query on an order and contacted via the direct message.
I was passed very promptly to an actual advisor called Urszula who looked into my query very efficiently.
It was 8pm and I didn’t expect to get an immediate solution.
15 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Mel,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Camilla
MW Trustpilot Team
I had an issue with my air mattress and…
I had an issue with my air mattress and reached out to the company for support. Their customer service was excellent from start to finish — incredibly fast responses and genuinely helpful. Danielle, who handled my case, was especially great. She was attentive, understanding, and made the whole process much easier. Really impressed with the level of service I received.
2 December 2025
Unprompted review
Reply from Mountain Warehouse
Hello Demi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
I bought an item online and then went…
I bought an item online and then went into the store to try on the exact same size item. The girl that helped me was very nice. I e-mailed to have the ordered item returned as I already knew it would be too small (and had also tried the next size up). No questions asked. No hassle. Mountain Warehouse was really easy to deal with!
12 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Sylvia,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and with our Customer Care team that they were able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
A good company to deal with
Really easy to sort a refund and a return with this company, no hassle, did it on my phone and resolved promptly.
14 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Eddie,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Very helpful staff
Just called in the shop at morfa shopping centre in Swansea the staff are so helpful and friendly and ordered what I needed for a shop near by. Very grateful to them all.
14 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Anthony,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our store and that they were able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Rachel
MW Trustpilot Team
Customer service at Tower Junction…
Customer service at Tower Junction branch definate ZERO. I wanted to exchange and the horrible person behind the counter did not understand the difference between a return and exchange. Needless to say I will NEVER, never never support them ever again.
12 April 2026
Unprompted review
Reply from Mountain Warehouse
Hi Danie ,
Thank you for providing feedback on your recent purchase.
I am really sorry to hear of your experience and I would like to offer my support.
In order to look into this further, please contact us using the online webform on our website : https://www.mountainwarehouse.com/help/new-request/ using your unique Trust Pilot reference #4444.
We look forward to your contact so we can resolve this issue for you.
Kind regards
Rachel
MW Trustpilot Team
Waterproof? Not for long!!
I bought a waterproof 3 in 1 Alaskan jacket but have found the waterproofing doesn’t last long - 6 months if you are lucky and then you have to reproof it. No where on my online purchase does it tell you this when you are buying it.
This should be clearly stated when you buy it.
Hi
I did contact your company. They advised that the coat needs reproofing every 6 months. This is not stated on the coat's specifications when you buy it online. I was then told that I would hear from one of your team members within 24 hours and its been 7 days now and I've heard from nobody.
12 April 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon.
Thank you for your feedback on your recent purchase.
I’m really sorry to hear about your experience, and I’d like to offer my support in resolving this for you.
To look into this further, please reach out to us via our Contact Us form here https://www.mountainwarehouse.com/help/new-request/ and include "Trustpilot" alongside your order number in the order number field. This will help us quickly identify your case and provide the best assistance.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Dastan
MW Trustpilot Team
When is free delivery, not free delivery
Went to buy a fleece that was free delivery during the sale period, but when I went to buy it, it went to £3.95 delivery.
Also, as it was over £50, it should have qualified for free delivery.
When I emailed customer service, I received an AI response, telling me that if it was sold through a 3rd party, I might not get free delivery.
I'm sure I would have got a different response from a human.
4 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Bruce,
Thank you for your feedback on your recent purchase.
I’m really sorry to hear about your experience, and I’d like to offer my support in resolving this for you.
To look into this further, please reach out to us via our Contact Us form here https://www.mountainwarehouse.com/help/new-request/ and include "Trustpilot" alongside your order number in the order number field. This will help us quickly identify your case and provide the best assistance.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Dastan
MW Trustpilot Team
Terrible waste of money
I bought a pair of walking boots in 2023 for occasional use. On maybe the 4th wear (just over a year later), but just after the guarantee expired, one of the shoes split from the rubber sole near the toe. Obviously they are no longer waterproof. I was disappointed but as they were for occasional wear, i left them at the back of the cupboard to fix some time. I only recently took these boots to the cobbler, and I was very disappointed to be told that he was not going to fix the shoes because the reason the material split from the sole was that there wasn’t enough material used to make them, meaning that any fix he does won’t last and will split open again in no time. At least he has some sense of professional decency.
I felt that when I bought the shoes that I would be investing in quality, and that they would last me a long time. I have been sorely disappointed. I tried to leave a review on the mountain warehouse website and suspiciously there are only glowing reviews for this product and there is no way to add my own review (despite having an e-receipt and making my own account on the website).
I also cant see any way to contact customer service about this issue, there is no online form that covers this issue and none of the forms have a text box that allows me to explain the problem (just dropdown menus). It shouldn’t be this hard.
Absolutely terrible experience, a huge disappointment and waste of money.
10 October 2025
Unprompted review
Reply from Mountain Warehouse
Hello Rosie,
Thank you for your feedback regarding your purchase.
I’m really sorry to hear about your experience, and I’d like to offer my support in looking into this for you, please reach out to us via our Contact Us form here https://www.mountainwarehouse.com/help/new-request/ and include "Trustpilot" alongside your order number in the order number field. This will help us quickly identify your case and provide the best assistance.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Dastan
MW Trustpilot Team
Responsive and understanding
I interacted with Gbenga (Ben).
Very responsive and understanding staff. Greatly appreciate the support with the returns.
10 April 2026
Unprompted review
Reply from Mountain Warehouse
Hello Sadia,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team and Gbenga and that they were able to assist you with your order. Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
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