Mountain warehouse - hilltop-ii-womens-waterproof-jacket Shop and service great. Love the fit, cross over back and how comfy the jacket is being light weight. I bought for dog walking, and long w... See more
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Review summary
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I had an initial problem with delivery and a misunderstanding about an address, my fault- but the support team assisted me quickly and my grandchildren have their coats. The help I got is unusual in t... See more
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The ladies in Dunedin store were more than a customer can expect. What a professional care they have taken for their customer which is me. I will definitely be buying more of mountain warehouse produ... See more
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My order, for next day delivery, took 4 days to be delivered. I contacted MW on day 3 using their Chat facility. I was dealt with without any wait. The lady was superbly helpful, refunded my p... See more
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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.
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4.1
Great
16K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Finally in the second attempt with Kam…
Finally in the second attempt with Kam it worked and thanks for that.
It was time consuming to get to the solution receiving the return label directly!
May 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Gustavo,
Thank you for taking the time to provide your review.
It is great to hear of your experience with Kam and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Nikola
MW Trustpilot Team
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I had to ask for a refund for a return
I ordered a pair of boots online via the Mountain Warehouse website . The boots arrived promptly but were not a good fit, so I got a return label online and posted them the next day - 9th April. The Depatch Note enclosed with the boots said refund would be issued 14 business days after the boots were received in the warehouse. The seller was listed as Catesby and Mountain Warehouse Marketplace. I've just had to ask for the refund and supply the tracking number from the certificate of posting. Though I got prompt replies from Mountain Warehouse I should not have had to ask for it weeks after the refund should have been processedl. So, buyer beware - hang on to all receipts, proof of posting, tracking numbers in case things go wrong.
May 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Zofia,
Thank you for taking the time to leave us a review.
We are very sorry to hear of the issue with your return and refund experience with our marketplace seller
I can see that this issue has now been resolved, but please feel free to contact us via email at trustpilot@care.mountainwarehouse.com if you would like to discuss this further.
Kind regards
Nikola
MW Trustpilot Team
Always a good choice
I always find that Mountain Warehouse have a good range of quality clothing and accessories, especially the larger city stores. Items are a fair price and the clothing/shoes a good fit.
If I need something specialised I use Tiso Outdoors but can get everything else here rather than needing to shop in many different stores.
May 2, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with us.
Thank you for shopping with Mountain Warehouse.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Non delivery of a non existent product but still got charged
Customer Service says to reach out using trustpilot - care email but the emails bounces back 😄 what a joke of a company
Ordered a reflective Puffer Jacket on 7th May 2026. Yet to receive on 21st May 2026 despite status it was sent.
Chased up with Post Service saying they never received it. Emailed Mountain Warehouse immediately and did not receive a reply.
I had to use their chat function. I was told item no longer available despite saying it was still available on their website. Got a refund but genuinely disappointed by the lack of communication.
May 7, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Normandy,
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 trustpilot@care.mountainwarehouse.com and include your order number in the subject line. This will help us quickly identify your case and provide the best support possible.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Rachel
MW Trustpilot Team
Mountain Warehouse always spoils us…
Mountain Warehouse always spoils us with discounts .
I bought in store and customer service was great.
May 19, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Rachel ,
Thank you for taking the time to share your review.
We’re so pleased to hear about your positive experience in one of our stores! It’s great to know that our in-store team was able to assist you and help make your visit a pleasant one. Your kind words mean a lot to us.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
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Their website wasn’t working properly
Their website was failing to select a store to deliver to, I contacted the help team and was put in touch with Abbie, she was super helpful and advised website issues were happening, she waited while I changed my order to delivery and then refunded the delivery charge as a goodwill gesture. Well done Abbie, she gave a great customer service.
May 21, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Jenny,
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 that Abbie was 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,
Rachel
MW Trustpilot Team
Contact centre helpful with return…
Contact centre helpful with return label problem, thank you
May 21, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Shocking customer service
Shocking customer service. Missing items from order. No answer on telephone website link to report doesn’t work. Online chat got through to someone in customer services called ‘Kam’ who said I would need to send back the rest of the order to get a refund, couriering/sending at my own cost. When I said this wasn’t acceptable he just closed the chat. I kept screenshots of the chat as it’s so bad. Asked to raise a complaint, no response. I will never purchase a thing from this awful company again. And I still want the refund I’m entitled to for goods you have not delivered. Hours of my time wasted. Absolutely appalling.
May 20, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Camilla,
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 trustpilot@care.mountainwarehouse.com and include your order number in the subject line. This will help us quickly identify your case and provide the best support possible.
We look forward to hearing from you and helping to resolve this matter.
Best regards,
Camilla
MW Trustpilot Team
A rubbish product review system
A rubbish product review system.
You can only leave a review by using the e-mail confirmation for your order. (they don't tell you this, however) They do not allow a review if you no longer have this email. I bought my boots in November 2025 and have only started using them, and these boots are dreadful! I want to warn potential buyers to stay away from the Rapid Waterproof hiking boot, as it has feeble soles. You will feel every stone underfoot! You couldn't pay me to wear them! Awful...
Thank you for your reply BUT I want you to give me access to your webpage so I can review the boots! I feel cheated that I can’t give people my opinion.
May 20, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Bernard,
Thank you for your feedback on your recent purchase.
I’m really sorry to hear about your experience.
I will forward your feedback to the relevant team.
Best regards,
Camilla
MW Trustpilot Team
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Barbara from the Live Chat was excellent
May 20, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Polite and helpful staff
May 1, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with us.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Camilla
MW Trustpilot Team
Customer service that lives up to its name
All the members of the Customer Service that I have had contact with, firstly Christine on the phone was so good to talk to and then emails with Danielle, Heidi and Joanne have all been positive and matters have been resolved!
May 18, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Janetta,
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 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,
Camilla
MW Trustpilot Team
Amazing customer service and product selection!
Lavinia was extremely kind, courteous, caring, personable and extra helpful! Lavinia definitely went above and beyond to assist me with resolving an order issue. A huge thank you for the perfect and very pleasant customer service experience. 👌 Mountain Warehouse is the place for all your outdoor outfitter needs. They have products you don't even think to look for or know that you need. Excellent selection! I'll be back again soon!
May 19, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Kayla,
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 that Lavinia was 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,
Rachel
MW Trustpilot Team
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reasonable prices and quick delivery ...
reasonable prices and quick delivery ...
April 15, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Potluck,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
Great service
Great service, great range of products, lovely friendly staff
Very pleased with my purchase of a nice, comfy sweatshirt
April 15, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Sheryl,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
Pick up was available very soon and the…
Pick up was available very soon and the product is very up to the mark. Staff at Mountain Warehouse St. Lukes store was really nice too. Answered my questions politely
May 15, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Shelly,
Thank you for taking the time to share your review.
We’re so pleased to hear about your positive experience in one of our stores! It’s great to know that our in-store team was able to assist you and help make your visit a pleasant one. Your kind words mean a lot to us.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
Great items
Found every item I was looking for and more. Great selection and good quality.
April 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Andrea,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
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Reply from Mountain Warehouse
Hello Claudia,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
Easy to find what I need
Easy to find what I need
I find that MW carries a variety of products that I need at reasonable prices. There are always items on sale that fit what I need - either for me or my kids.
May 4, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Dana,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience Your feedback means a lot to us!
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
If only MW used a different courier !!
I arranged for my order to be delivered to store because MW use Evri as a delivery service and they are a disaster in our area. The downside to this is that our nearest store is not close by but at least it means we get the order. Unfortunately, one of my items was not suitable as it came up quite big so a return journey to store was necessary to return the jumper. It's a shame because I like MW products and usually prices are quite competitive but on the whole I have stopped buying from companies who use Evri as a courier
April 27, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Mama Bear,
Thank you so much for taking the time to share your review.
We’re delighted to hear about your positive experience — your feedback truly means a lot to us.
We’re also pleased to let you know that we now offer delivery via DHL.
We really appreciate your support, and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Rachel
MW Trustpilot Team
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