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
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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
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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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See how their reviews and ratings are sourced, scored, and moderated.
PON store
PON store - Steff & Deb were the most helpful. Attentive to my needs, and helped with all my queries. Straight away served me. Very efficient.
June 12, 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon!
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 Deb and Steff from 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
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Heidi was extremely helpful on the…
Heidi was extremely helpful on the customer service website over a price query I had the matter was looked into straightaway and a refund for the difference was issued quickly
Good products and good customer service definitely will be going back in the future
June 11, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Gemma,
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 Heidi 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
Excellent customer service from John at Horsham store
I went to purchase hiking boots at the Horsham store for dog walking and for a festival I was due to attend as I was so fed up of getting wet feet in the rain. John was absolutely fantastic, his knowledge was excellent, he offered non biased advice of all the products which might be better for me not guided by the price point at all. His customer service skills were outstanding, I work in customer service and it was such a pleasure to meet John who really cares about customer experience and matching the right products to that individual customer. MW you have an excellent member of staff right there!! I ended up buying a pair for my husband and an additional pair of shoes for general wear along with some camping equipment as well. Highly recommend!!
June 11, 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 John from our instore 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
I spoke to Kam on chat very helpful…
I spoke to Kam on chat very helpful because did not realise I was buying from Market Place not from Mountain Warehouse direct. Need to return some items very helpful.
June 10, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Sandra,
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
I went to the Mountain Warehouse Store…
I went to the Mountain Warehouse Store in Tottenham Court Road. I was looking for a replacement for my Berghaus 3 in 1 jacket because the waterproof coating was disintigrating. Of course, I found out their life time warranty was no such thing. I shall never buy another Berghaus product over this. I was helped by a lovely young woman called Parigna. She helped me to select the size and type of Jacket that I need based on the way I use a waterproof. I decided to purchase a thunderstorm 3 in I. I love the Jacket its just what I was looking for.
June 6, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Peter,
Thank you for taking the time to provide your review.
It is great to hear of your experience in our Tottenham Court Road Store and that Parigna was able to help you find what you were looking for.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Nikola
MW Trustpilot Team
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Excellent and efficient customer service
Excellent and efficient customer service, I will be a very happy returning customer. Thank you Celine
June 10, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Celine,
Thank you for the 5-star review.
It is great to hear that our Customer Care were so helpful with your purchase and that you will be returning to shop with us.
Thank you for choosing to shop with Mountain Warehouse.
Many Thanks
Nikola
MW Trustpilot Team
Able to speak with a human!
Able to speak with a human, understood the issue rapidly and was able to correct problem
June 10, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Annette,
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
Good efficient customer service when I…
Good efficient customer service when I had a problem with a return, which was resolved promptly over chat
June 8, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Julie ,
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
Excellent customer service…
I had a problem with my payment app and also needed to change my main email address. The customer service agent, Barbara, was friendly, helpful and gave very clear information. She checked everything, confirmed that the order had processed correctly and updated the email on my account. It was a good experience and I would happily recommend this company.
June 8, 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Diane,
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,
Dastan
MW Trustpilot Team
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Reply from Mountain Warehouse
Good afternoon Abigail,
Thank you for taking the time to share your review.
We’re delighted to hear about your positive experience with our Customer Care Team. 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
Simple, efficient and helpful service!
I recently purchased a shirt which I absolutely love and wanted to purchase some more. I used the online chat and within seconds, Rachel had helped me to identify the shirt and sent me a link to look at different colours. It was a great example of simple, efficient and helpful customer service.
June 8, 2026
Unprompted review
Reply from Mountain Warehouse
Good afternoon Tom,
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 Rachel was able to assist you with your enquiry. 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
I went to mountain warehouse Haywards…
I went to mountain warehouse Haywards Heath on Thursday. I witnessed the store manager call Chinese individuals sneaky and claim they were cutting cables.
This is not the first time, I’ve witnessed the same person be a racist again. I’m really upset and disappointed as it seems like nothing is done. I’ve already wrote a review. I’m very upset.
June 4, 2026
Unprompted review
Reply from Mountain Warehouse
Hello KJ,
Thank you for taking the time to share your review today.
At Mountain Warehouse, customer feedback both positive and negative is incredibly valuable as we strive to improve the experience we offer across all our stores.
I’m truly sorry to hear that your visit to one of our stores didn’t meet expectations. This isn’t the level of service we aim to provide, and I’d really like to look into this further.
Please reach out to us via trustpilot@care.mountainwarehouse.com and include your full name in the subject line. This will help us quickly identify your case and provide the best support possible. If you could also provide details of the store visited and any relevant information, this will help us ensure your feedback is followed up appropriately.
We appreciate your time and hope to have the opportunity to restore your confidence in shopping with us.
Best regards,
Dastan
MW Trustpilot Team
Purchased a rucksack from mountain…
Purchased a rucksack from mountain warehouse. No issue with order or delivery. Problem was returning, unknown to me it was a third party item. Would not accept details from return, went to shop, refused to take as third party. Rang a number given a returns label, didn’t work at shop or locker. So far I have driven 20 miles and four hours in trying to return an item. The process of return has probably cost more than the item.
I have decided I will not use mountain warehouse online again, due to issues.
June 6, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Julia,
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 and check 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.
Best regards,
Dastan
MW Trustpilot Team
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Needed walking sandals quickly
Needed walking sandals quickly - phoned Tillicoultry store for advice - spoke to Cameron. He put aside two pairs for me to see. Drove 20 miles to collect them and because of his excellent service ended up buying a lot more including a dress for my wife!!
June 6, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Peter,
Thank you for taking the time to share your review.
We’re so pleased to hear about your positive experience in one of our Sterling Mills store! It’s great to know that Cameron from 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
Disgusting
Disgusting. Searched for an item in Google. Mountain Warehouse came up, when clicking into the item, the website immediately offers a 10% discount code if you give your email address. Then when I used the code for the item at checkout, it says the code can't be used for that item. Absolute charlatans. Shameful.
June 7, 2026
Unprompted review
Reply from Mountain Warehouse
Good morning Adam,
Thank you for your feedback.
I’m really sorry to hear about your experience, and I’d like to offer my support in looking into this for you.
Please reach out to us via trustpilot@care.mountainwarehouse.com and include your full name 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,
Dastan
MW Trustpilot Team
Excellent customer service
Excellent customer service from Mountain Warehouse.
No quibble, great communication from Muhammed and Dot W, a refund processed on an item of clothing which didn’t meet their usual excellent quality.
I have purchased for many years and prefer their goods to much more expensive brands, great fit and quality.
Thankyou, keep up the good work.
June 6, 2026
Unprompted review
Reply from Mountain Warehouse
Hi Patricia Lewis,
Thank you for the 5-star review.
It is great to hear that Muhammed and Dot W were so helpful and assisted you with resolving your query.
Thank you for choosing to shop with Mountain Warehouse.
Many Thanks
Nikola
MW Trustpilot Team
Order not delivered
I ordered some shorts, which were expected to be delivered within 3-5 days. When they didn’t arrive, I contacted Customer Services, who replied straight away. They advised that the order hadn’t actually been sent out and apologised. They arranged for them to be sent on express delivery. They were received the next day. Excellent customer service from Heidi. Thank you.
June 4, 2026
Unprompted review
Reply from Mountain Warehouse
Hi H Bradshaw,
Thank you for the 5-star review.
It is great to hear that Heidi was able to assist you and resolve your query.
Thank you for choosing to shop with Mountain Warehouse.
Many Thanks
Nikola
MW Trustpilot Team
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Good customer service
Gbenga (Ben) helped me out when I had a problem with my product return. Good to know Mountain Warehouse is easy to get hold of when things aren't going right.
June 6, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Charles,
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 Gbenga 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
I can’t believe what I’m writing…
I can’t believe what I’m writing concerning Mountain Warehouse “ Rugsack’s”, I love this Store and have been shopping there for year’s. I have climbed many Scottish Mountains with my faithful Mountain Warehouse Rucksack and the contents have always been dry in Wet Weather. I bought a small one for my trip with wife to Denmark, we both looked in horror at our Wet Passports at the bottom of Rugsack. It seems I was completely Wrong about my Rucksack staying Dry inside. I learned this from a member of staff in Stirling, she informed me that none of their Rucksacks are Completely Waterproof. I would have to buy a special Waterproof Cover, I was in shock at this, over the years I have bought Rucksacks, no one has Ever suggested I buy a Special Cover. I must be culpable thinking the Display of Outdoor Rucksacks are Waterproof. I now feel a sign should be on Display highlighting this fact or informed when buying. I have now received a reply from Rachel asking for an order number in order to resolve this matter. I’m not looking for compensation, I just want all its customers to know that their Rucksacks are Not Waterproof and to Highlight this fact according to its own staff member. I don’t want anyone ending up with Wet Passports. I would actually have bought this Waterproof Cover had I been informed. Thank you Trustpilot for giving me the opportunity to inform it’s future customers.
May 11, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Jim,
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
Faulty item return
Dealt with a faulty item within a few hours with a new product in the post! Lauren Williams was very polite and efficient.
June 4, 2026
Unprompted review
Reply from Mountain Warehouse
Hello Diane,
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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