Mountain Warehouse Reviews 

Probably one of the fastest customer service teams out there - had a minor issue with one product, which would have been resolved across 3 emails in the same day (if it wasn't for me then being slow to reply :D). Resolved quickly, fairly and the full team was knowlegable - i was so impressed by the customer service team i will definitley be ordering from Mountain Warehouse again. One suggestion to their brands - the UX on the site could be better or a bit more contemporary. Im not sure the website reflects the product quality or customer service quality either

During one of the many Mountain Warehouse sales, I ordered up a jacket from MW and a fleece from Weird Fish. As the total order was more than £50, I was expecting free delivery, as was displayed on the website. In the end, I was charged £3.95 for delivery as 3rd party suppliers can still charge delivery even though it says free delivery when you spend over £50.
I contacted MW re the delivery cost and this was where I was advised that the free delivery did not apply to 3rd party suppliers. The AI rep stuck to the story even when I asked if it was false advertising to promote free delivery when it was not free delivery.

As luck would have it, the fleece from Weird Fish was faulty and I had to return it. Remember, 3rd party suppliers can charge for delivery where MW cannot. So, where did my faulty goods get returned to?
Mountain Warehouse,
Weird Fish,
Tewkesbury,
GL20 8DN.

I purchased two quick drying women’s tees, which are long sleeved. Ref: dusky purple 024223. The colour is nice as is the blue grey colour.
Sadly I’m returning them as the one I trialed didn’t live up to the words on the label.
First of all the top shows up all the sweat and the garment was too hot to be breathable, quick dry or quick wicking. The material clings to your body and is very long in the waist and sleeves. Perhaps it’s due to the material being 95% polyester and 5% elastane.
The garments are nicely made and the colours are ok and perhaps they could be worn as a casual tops rather than for sport.
I was disappointed by the generic response by email after my review but the staff at the Oxford store were very helpful and I was refunded without problems.
They are relocating to a larger premises shortly and I hope they research better wick away items in lighter colours for hot weather as we don’t have another outdoor shop in Oxford and I hope to find better choices when they move.

Great experience in the Letterkenny store today,
I was helped by Mya and Ryan with an order I had made online that needed to be exchanged , both were very pleasant and great help having everything sorted for me in no time.

I bought all of my winter gear from this website, and I’m truly satisfied with the quality of the clothes and items I purchased. I will definitely shop here again in the future. Their customer service is amazing, emails and messages are reviewed carefully and answered promptly with appropriate support. It was an excellent experience.

Abbie was extremely helpful & efficient, dealing with my issue regarding my missing items quickly to resolve. Much appreciated

Abbie was very helpful and my query was deal with professionally and very quickly and it got resolved. Thank you

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

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.

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.

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.

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.

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

The assistant understood my request and dealt with it very quickly so I consider that to be conscientious and understanding

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.

Gbenga (Ben) helped me quickly with the faulty item issue. Very satisfied!

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!

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.

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.