Mountain Warehouse

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 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.

I received a Mountain Warehouse Soft Shell jacket as a present and condensation builds up on the inside and especially inside in the sleeves When I put on the jacket the following day it is still wet When I returned to the store and enquired if it was a common problem I didn't get much satisfaction

It's almost been two years since I first ordered, I mainly bought outer layer tops that I wear almost every day and everything is still in good quality. Packaging was ripped open when delivered but nothing was damaged. Shipping speed was average. I had ordered "extreme waterproof gloves" and I was pleased to discover that my hands did stay dry after having the glove fully submerging into water. I liked the gloves so much that I've ordered a second pair as a spare.

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.

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

The wait time for the computer to work so that I could pay was ridiculous 10 mins means there's something wrong. It's not the first time this has happened. The northlink branch
Not good enough

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.

Mountain Warehouse is an okay source of reasonably cheap outdoor 'made in China' clothing. They use fairly cheap marketing tactics for selling e.g. 2 for 1 seems built into their sales model.

The main downside for me:

1.They use EVRI/ Hermes to deliver: one of the most corrupt, unreliable and hated delivery companies in the world, who do not care a jot about their customers. For this reason I won't order another thing from Mountain Warehouse as I'm boycotting any company that uses EVRI/ Hermes. On re-ordering an item, EVRI/ Hermes have now 'lost' (read stolen) another parcel and I won't be using Mountain Warehouse again due to their use of this thieving courier company.
2. Customer Services is unresponsive and useless in addressing the core issue. I had to repeatedly chase them for a month to get a refund on an item I returned. They just kept ignoring emails about it and finally responded when I used the online chat. Even then, the process was laborious and very frustrating.

I ordered a jacket for my 11 year old son. I got what I ordered, but the jacket is way too small. The sizing is wrong (Asian kind of sizing... smaller people!).
The company does not care. To get a larger jacket, I would have to pay 30$:
- I already paid 10$ shipping
- To return, I have to pay another 10$ shipping
- I will be charged, again, 10$ to have a larger jacket shipped to me.
Company won't help.

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.

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.

These boots fail in every way. Besides not being waterproof after a few months of mild use, when I stepped on some pebbles the sole got holes, and the insole gets unstuck and folds into itself which really hurts my feet. Besides, they don't really conform to the form of the foot. That said, they did cost 40£ so maybe that was my mistake.

Absolute rubbish, not fit for purpose. Leak on first short walk, can feel every stone under foot and that is on a tarmac road. Split on second walk and now going in the bin. How can this company push this product? Will never shop here again

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.

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.

I ordered T shirts in size 12 and pants in size 14. What I received was T shirts in sizes 12,14 and 16.
Same with the pants size 12 14 and 16. These are cotton pants so I doubt the 12 will fit after laundering.
The water proof rain jacket turned out to be anything but, as I got home from my hike soaked to the skin in a rain storm. Very disappointed and I won't be back

Worst water bottle I used in my life. Affected my health.
I used a water bottle and the material inside is peeled off and we can't see inside the water bottle since they are not transparent. Send out the bottles to Mountain warehouse for inspection. They just do the visual inspection and came into a conclusion that improper use of water bottle. I never used any chemicals to clean the water bottle. They never did a material inspection and they dispose the evidence. They didn't even inform me what is the outcome until I contacted after few months. Really bad customer service. Please try avoid buying these kind of water bottles

I've just been ripped off. My own fault for not checking the receipt before leaving the store. Don't believe any sale label until you've checked the price at the till. Two of my items were affected so I suspect sharp practice rather than random error.

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.

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

This company is the worst at sending your online orders. The orders are just siting in a warehouse without being shipped for weeks. They have bad customer service and the worst time frame. Don't buy