Although the company makes it hard to swap items for online orders (even offering delivery at my expense) instead customers have to send it for a refund and re purchase, if you keep in mind, after get... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Purchased 2 jackets on Saturday 4th July 2026 @ UniHill DFO, after visiting several NAME BRAND stores & 1 NO NAME store . I had not heard of Mountain Warehouse previously & was most impressed with th... See more
Company replied
Ordered on line. Order despatched in 3 parcels. 1st arrived with 2 days. Unfortunately 1 item missing. Went on line. Sorted with no hassle. Missing item (pair of flip flops) will be sent by express d... 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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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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Reply from Mountain Warehouse
Hello Eva,
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,
Rachel
MW Trustpilot Team
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The ladies in Dunedin store were more…
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 product just because of them. Product is brilliant too. I love it better than Kathmandu n Macpac for Dunedin weather. We get sea front salt chilled weather n rain .. better for Bracken 3 in 1 all year long.. cheers Ladies at Mountain warehouse for your help. Lovin my Bracken
June 17, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Sonam,
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
The staff in Mumbles are so helpful and…
The staff in Mumbles are so helpful and nothing is too much trouble.
June 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Sue,
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
Welcoming staff
Nice staff members in the store, their willingness to give a generous discount.
June 13, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Alan,
Thank you for taking the time to share your 5 star 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,
Dastan MW Trustpilot Team
Great customer service
Great customer service, click & collect of online order to local branch worked seamlessly & kept informed throughout the peocess. Product review given separately on MW web site at 4/5.
June 2, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Emma,
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,
Dastan
MW Trustpilot Team
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Great selection of every product
Great selection of every product, good quality and prices very reasonable even without the discounts
June 18, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Paul.
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,
Dastan
MW Trustpilot Team
Great service
The dresses I wanted were in stock in my local store and as usual the staff were pleasant and helpful
June 22, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Christine.
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,
Dastan
MW Trustpilot Team
Reply from Mountain Warehouse
Good morning Linda.
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,
Dastan
MW Trustpilot Team
Reply from Mountain Warehouse
Good morning Jeffrey.
Thank you for taking the time to share your 5 star review.
We’re delighted to hear about your positive experience.
Your feedback and kind words 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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Banff store in Canada was excellent
Was visiting Canada and needed some additional waterproofs and layers for variable weather conditions. Called into the Banff store. The staff were extremely friendly and helpful going out of their way to search for a particular garment in my size.
May 26, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Neill,
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
Amazing product and service
The sales staff was super helpful. Helped and gave suggestions very well to accommodate my requests... especially matched the prices with the online discounts so I left happy from the store only. The product is amazing too.
April 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Madiha,
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
Double charges
Of the three orders I've made between Feb and Jun, I have been charged twice on two occasions and it's become too much of a faff to continue online
June 19, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Elizabeth,
Thank you for taking the time to share your review today.
Customer feedback—both positive and negative—is extremely important to us at Mountain Warehouse as we continually strive to improve our service.
I’m very sorry to hear about the issues with your order and that you didn’t feel our Customer Care Team provided the support you needed. I’d like to look into this further for you.
Could you 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 appreciate your time and look forward to helping resolve this for you.
Best regards,
Rachel
MW Trustpilot Team
Online order
Ordered on line. Order despatched in 3 parcels. 1st arrived with 2 days. Unfortunately 1 item missing. Went on line. Sorted with no hassle. Missing item (pair of flip flops) will be sent by express delivery in time for my date of departure.
Thank you Mountain Warehouse.
June 25, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Ana,
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,
Rachel
MW Trustpilot Team
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Barbara was extremely helpful and…
Barbara was extremely helpful and friendly
June 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Aay,
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 Barbara 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
Good parking, look out for sales.
Have shopped here on several occasions, never disappointed. Good prices. Friendly staff. Good parking.
June 24, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Barbara,
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
Prompt and reliable service
June 23, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Alana,
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,
Rachel
MW Trustpilot Team
An example of what customer service should be!
Lauren (Jo-Anne) Williams was more than helpful. She understood my concern and challenges placing an online order and was able to readily help me over the phone. Her pleasant demeanor more than made up for any frustration I had previously experienced. If the future of EMS is in the hands of customer service team members like her, it should be a sucessful endeavor. The order arrived quicker then I expected!
June 18, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Eric,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with Lauren from 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 EMS / Mountain Warehouse.
Best regards,
Dastan
MW Trustpilot Team
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Although the company makes it hard to…
Although the company makes it hard to swap items for online orders (even offering delivery at my expense) instead customers have to send it for a refund and re purchase, if you keep in mind, after getting a refund we are free to look elsewhere at another store, but Lavinia's effeciency and willingness to help, quickly changed my mind. She quickly sorted my return for my refund and found other options, due to the biggest size availble was too small for my child. Payrise + maximum bonus for her. Don't be greedy.
June 23, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Toni,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with Lavinia from our Customer Care Team and that they were able to assist you with your return. 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
The agent was very helpful
The agent helped with my query when my order was wrong. A pack of 2 only had 1 when delivered and there was no more stock. So I was offered 50% discount on the single one. It would have been 5 stars if they had offered more discount off or a replacement was available
June 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Ann,
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,
Dastan
MW Trustpilot Team
Absolutely fabulous aftercare with…
Absolutely fabulous aftercare with customer services. There was a technical glitch with the online ordering and overcharging. I contacted customer services and a refund was issued immediately. Thankyou so much!
June 22, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Wendy,
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 with your payment query. 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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