Mountain WarehouseReviews 61

Nice products but awful service. They charge $8 for shipping and $5 for returns. It's taking 12 days for me to get my jacket and no information on UPS tracking. I'll stick with Amazon from now on

Do not buy their cheap clothing.

£200 boots

Boots metal tab/hoop pulled off. BY A 13 YEAR OLD GIRL.
Not even one wear.

Boots were a gift for my 13year old daughter.

No receipt =
No help from customer services at all.
"CAN'T DO ANYTHING WITH OUT RECEIPT "
ROBOTIC CONDESCENDING TERRIBLE ATTITUDE POLICY

Sent images of brand new boots in box with all packaging and labels, clearly unworn mint except for the ridiculous damage.

No help whatsoever.

Just rude condescending customer service reps.

The last two images are of just some of my attempts to remedy and finally them just laughing being sarcastic and rude.

My 13 year old was gutted on our trip.

Mountain warehouse should be ashamed

I purchased snow boots, there is only a thin layer at the bottom inside, my feet are on the plastic, very cold and uncomfortable. Don't waste money!

Pictures shows what the boots look like now just after one month of wearing.

I just got a Mountain Standard Cold Front down jacket and was very disappointed. The down was not evenly distributed so there were numerous gaps where cold comes in. I am in Canada so the return would have cost me almost $100 and I was not willing to add to my losses. This will just be an expensive Beater jacket.

Further to the response given by the company they obviously care more about their policies than the loyalty of their customers. It is astonishing to me that a company can knowingly sell defective products and not stand behind them. I was a loyal customer and will now be looking elsewhere as other companies to not behave in this manner. Good companies stand behind their products that is how they build loyalty. Buyer Beware.

I bought a pair of Mountain Warehouse brand winter hiking boots in the late summer of 2022. I have used these maybe 20 times but only during the winter months. I took these boots out this winter only to notice that they were cracking and disintegrating. I have never owned a pair of boots to ever to do this, so I contacted the company only to be reminded of their one year return policy. But as I pointed out that this is definitely a defective item, and should never do this even after 20 years. The company however, will not stand behind their products. So I definitely would think twice about buying from this store and definitely would not buy any name brand item of theirs.

We bought 2 Mountain Warehouse backpacks for a weeklong hut to hut hiking trip in Italy last summer. Mine was fine, but my daughter's had a metal strip in the lower back that was for some reason exposed. The edge of it dug into her back, bruising it and making wearing it painful, which was a problem since we were wearing them 6-7 hours a day. After Day 2, we stayed at a hut that had cell service so I called MW hoping that they might have some fix. They assured me that they would get their engineers on it right away and send me an email with suggestions. I never received anything. She endured the rest of the trio, but this defective design had a major negative effect on her experience. I followed up with MW when I got back, but basically got nowhere. So I spoke to a lawyer friend who suggested we could win in small claims court and get paid back some of the my daughter's portion of cost of the trip. I wrote a letter to MW's CEO and top lawyer explaining the situation. All of a sudden I got lots of service. "We're so sorry! We want to do whatever we can to help. Please send us the backpack so we can look at it." My lawyer said not to send it, as we would then have no evidence, but I trusted that with the CEO now involved that they would do the right thing. So I sent it off to their office in London. To their credit, they did pay me back the shipping cost. But then for the next month they claimed that they had not yet received it, that it was stuck in Customs at the airport. I got in touch with USPS who tracked it and showed it had been delivered a month earlier. After another few weeks, I finally received their verdict. Nothing wrong apparently. Really? So the design has an exposed metal edge that can dig into your back? They did refund the cost of the backpack, $58, but they did not take responsibility for the pain caused by their design. I guess my lawyer was right. And I guess you get what you pay for. I would say it would be better to spend a little more and get a better product and almost certainly better customer service.

Purchased a Summit 250 sleeping bag.@ '1/2' price it seemed reasonable. There's no way it was ever worth £80. The bag was not good quality. On second use the stitching at the zip failed.
Positive: No quibble refund. Negative: Cheap item that failed that I had to return.
Never trust a shop whose items come with pre printed sale price labels attached.
MH used to be a good alternative to better known labels, but now it's all about pile it high & sell it cheap.

Never been treated so badly by what I thought was a good company, purchased a faulty kayak and they will not help £330 down the drain

Order was placed online.They declined returning because they calculated returning time from order date not from delivery date.
Delivery was 1 week later. Receipt doesn't have explanation what day supposed to be as a first returning day for Online order.
Poor customer service.

Whilst I am still unimpressed with the knowledge and attitude shown by the manager in my local shop, I have edited the review from 1 star to 5 due to the excellent service and intervention from the company's Customer Support Service. They agreed that the boots had not lasted as long as they should have and were extremely helpful, arranging a full refund for the goods. It would be fair to say that they have restored my faith in Mountain Warehouse, so thank you for your help.

I bought a coat and I thought it was a bit short so i returned itwhen I received an email receipt they had charged over £8 even though I took it to the store myself other don't do this so why do they. They got £8 for nothing. Wouldn't ever even go in this shop again.

I've bought many things from there. They're ok. Quality is not great don't expect things to last too long. If you get something for a cheap price it might be fine but i wouldn't pay full price for their items because they're just not worth it.

Bought a rain coat with their brand on it, as didn't have many options at the time. The zipper for one of the pockets broke almost immediately. Avoid buying worthless trash, but also don't fall for the 'minimalism' agenda. Just get stuff from honest craftsmen, not shady corporations.

Minimum wage minimum customer service From the UK team. The UK team does not know the meaning of customer service whatsoever. They don't even care if you have issues with your items. I went on the website and unfortunately the website only gave me access to communicate with someone online. When I spoke to someone yesterday December 7th, she told me there's a number online which the UK team seems to lie about everything. She argued with me that there's a phone number, but really there was no NUMBER. Do not buy anything from this company as everything does come from the UK (garbage products, garbage service) manager told me she doesn't care if I return the jacket I purchased. I told her yes, I will return it because I rather give the sales to a store that cares for the customer service and sales. Avoid mountain warehouse

One of the worst stores I've ever had to deal with! Ordered a coat in store with Jessica coat never arrived called was told issue with shipments new district manager ect ect would call back no one called back called four days in a row was told went to post office I went t yo the post office never went there! Was returned back to wrentham store but they do not know where as it said in Saturday and they don't know where it is! Day 5 finally get a phone call back unity alit if blah blah blah excuses so the time change the this the that.bottom line supposedly now claim it was returned to Canada warehouse! So after having my money for a month no coat and all the hours it's taken to get a answer. We will remind your money they don't have any if those coats in black in your size so it was the only one apparently that they had made in small! So May untruths and so much bull with constant lying. Don't buy anything from Mountain Warehouse

We bought boots for $120 and recieved broken ripped muddy torn boots THIS IS NOT ACCEPTABLE AND THE REFUND IS IN 28 DAY WICH IS PAST CHRISTMAS we are not happy about this!