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 so... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
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 v... See more
Company replied
I initially had difficulty returning an item. Contacted the help line and they couldn't have been more helpful A special shout out to Kiaran working on 26th May who was just brilliant - looked into th... 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
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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.
Contact info
4.0
Great
15K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Helpful customer service
Danielle Poynton Was super helpful with my inquiry and had a very prompt response time. Would recommend Mountain Warehouse to anyone! Customer service is 5 stars
May 27, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Mikaela,
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
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Brilliant Customer Service
I initially had difficulty returning an item. Contacted the help line and they couldn't have been more helpful A special shout out to Kiaran working on 26th May who was just brilliant - looked into the issue for me, came up with some options and solved the issue, all within a few minutes. This is just what you want from customer service.
May 26, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Susan,
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
Poor Customer Service & Delayed Refunds…
Poor Customer Service & Delayed Refunds – Very Disappointing Experience in Poland
I am a former UK resident (24 years) and expected proper British customer service standards from Mountain Warehouse. Unfortunately, my experiences with their operations in Poland have been extremely poor.
After a bad experience with unfriendly and dismissive staff during an in-store return, I decided to return my latest order by post at my own expense to avoid the same treatment. The parcel was delivered to their warehouse on 4 May 2026. As of 25 May 2026, I still have not received my refund — over three weeks later.
When I called customer service for an update, the representative was patronising, dismissive, and unhelpful. She repeatedly said “refunds take 21 days” with no attempt to investigate or help, and eventually ended the call abruptly.
This is now the second negative return experience I’ve had with Mountain Warehouse in Poland . The level of customer service falls well below what I expected from a British company.
I will not be shopping with Mountain Warehouse again.
May 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
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
Incredible Service
Monday 25 May 2026
Delighted! Fantastic! Impressed! Incredible! These are just four words that can describe the service I received from Nikki of Mountain Warehouse (MW) at 'Two Rivers' in Staines today.
I went in to MW to buy a pair of shoes. With the huge array of shoes I was faced with, I was soon overwhelmed. Nikki, however, very quickly came to my rescue. Very efficiently and professionally , Nikki helped me choose some shoes that fitted me well, were very durable and looked great on me. Nikki also gave my some very helpful advice at the same time. While Nikki went away to fetch a pair of shoes for me, I looked around, and heeding her very sound advice, soon found another pair of shoes that met all my requirements.
Nikki is a very approachable assistant at MW and went out of her way not only to help me buy some shoes, but also helped put me at ease, with all the issues I was facing.
Well done and thank you for all your hard work today, Nikki. You are indeed a credit to MW and should be commended as such.
I sign myself as one very happy and satisfied customer.
May 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
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,
Camilla
MW Trustpilot Team
I contacted customer service after…placing it with the wrong address
I contacted customer service after placing an order with the wrong address. Although difficult to amend an order after placing it, Aman patiently took my information and transferred it over to the warehouse where they will hopefully change the address to the correct one. I truly appreciate him doing this.
May 25, 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 Aman from our Customer Care Team, and that they were able to assist you with amending 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,
Muzammil
MW Trustpilot Team
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Bought Mountain Watehouse shoe and boot…
Bought Mountain Watehouse shoe and boot proofer x 2 spray bottles. I was told by store as good as Nikki Wax
SADLY IT IS AWFUL
February 15, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
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 a copy of your receipt. 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,
Chloe
MW Trustpilot Team
The assistant understood my request and…
The assistant understood my request and dealt with it very quickly so I consider that to be conscientious and understanding
May 24, 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 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,
Chloe
MW Trustpilot Team
The service from their assistant a…
The service from their assistant a young woman, think her name was Lydia this was in the Plymouth store. She was very efficient and pleasant even though it was very busy.
May 23, 2026
Unprompted review
Reply from Mountain Warehouse
Hello,
Thank you for taking the time to share your review.
We’re delighted to hear that you had a positive experience with Lydia from our Plymouth store.
Thank you for shopping with Mountain Warehouse.
We truly appreciate your support and thank you for choosing to shop with Mountain Warehouse.
Best regards,
Muzammil
MW Trustpilot Team
Gbenga (Ben) helped me quickly with the…
Gbenga (Ben) helped me quickly with the faulty item issue. Very satisfied!
May 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hi JU,
Thank you for the 5-star review.
It is great to hear that Gbenga was so helpful and helped you get your query resolved.
Thank you for choosing to shop with Mountain Warehouse.
Many Thanks
Nikola
MW Trustpilot Team
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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
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
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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
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
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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
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
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