Mountain Warehouse
reviews and complaints

This order comprised one pair of boots and two pairs of walking shoes. The Boots are fine so is one pair of the shoes -- The other (pictured) has worn very badly at heel and the bottom of each shoe is damaged and small pieces of gravel have become embedded . In other words they are unwearable

Now I accept that I wear them a lot and that a lot of the ground I walk on (i W Cornwall) is footpaths and gravelly. But I am genuinely surprised and disappointed - I am a Mountain Warehouse fan

My complaint should be about a faulty gaiter which I bought in the morning, and had to return after one walk, but instead it's about ‘Cheryl' the thing that should be in the back, maybe sticking prices to things, but would probably be better off being deployed to scare off the rats. Only once ever have I been met with a more dead eyed stare than Cheryls, when I saw the shark in jaws for the first time, and to accompany the stare was a complete lack of humour, politeness or even basic manors, for a second I thought I was talking to the Balrog from lord of the rings, although at least it's got an excuse, living underground and being made of fire to name just 2 things-Why anybody who clearly hates other people would get a job in the service/retail industry is beyond me, but it seems that was Cheryl did. I think I would rather lose a leg through frost bite then have to see the Cherrylog ever again, so i'm really hoping that the gators dont break... Again. She works in the Ulverston store if you need a word, but I'd take a sharp stick in with you if your unfortunate enough to get that job.

I placed an order and paid upfront for 3 sleeping bags (1 for each of my kids) delivery sent with packing note only 2 sleeping bags supplied but packing note stated 3!
I emailed for an apology and told they had auctioned a refund! Really I need another sleeping bag before xmas not a refund.
No phone call no care form mountain warehouse! Horrible customer services.
I work in the sea cadet core and send loads of people to mountain warehouse but I don't see that happening again soooo disappointed.
No care at all.

I visited your holt, norfolk shop in late july just after lockdown had been lifted and purchased a pair of walking shoes for my upcoming holiday plans end of august knowing my old pair would soon need replacing.
Four days into my 10 day break 28 august I decided I would use my new shoes out having only tried them in the shop and couple of times on carpets around house to break them in prior to holiday, the remaining 6 days and 2 times since my return I find I have broken air pockets no or little tread left on both shoes the wet gets in so are now completly useless.
I after only just over a weeks use feel this is not acceptable and await your response.
I might add my last karimoor pair after 18 month are still in better condition than your pair sold.

Hello I bought your winter jacket on a day before Christmas eve. I kept my mobile inside the pocket and i wasn't able to remove my mobile from pocket at any cost. I tried using different mechanical instruments and even asked one of my neighbor. He wasn't Able to remove my mobile from. The pocket as well because the chain was jammed. I am really disappointed by the quality of your jacket that I havw to suffer to much. I missed my few important calls. I want compensation for the same or I want my money back

Bought a jacket at Christmas and a few weeks ago the stitching came apart at the hood... small hole about 15mm. Fixed it myself to stop the padding coming out, no problem just a small fix. Few weeks later seams at armholes completely gave way.

Took photos of fault and pics of receipt. Customer services didn't want to know... because... wait for it... I may have caused damage by repairing it! Terrible customer service... I explained all I was looking was a replacement as the garment wasn't fit for purpose. Again weren't interested as I had voided my 1 year returns policy due to me stitching 15mm initially. Irrespective of me fixing the hood the armhole coming apart have no correlation to the hood.

Fobbed off with every email response from them. Will be speaking with their head office as CS just didn't give a monkeys

Recently I made an order. M6523194 unfortunately I was not thrilled. Firstly there was an item missing. This was soon resolved and the winter trek trousers were not as expected. Again this was resolved by a small discount. I would have rather had the trousers I was expecting. The wind proof gloves, the lining has split.
My mistake was to order womens Capri trousers so I thought I would return them only to find out that the postage would be 10.90€ ! The trousers cost £12.99
So all in all I am not impressed and certainly won't be ordering again.
Deborah Benn

Bought Parka in May and didn't wear until October when it was cold. The flap on the left sleeve, that attaches to the velcro, was missing. Contacted Support with photos and order number. Told me not to worry since their products carried a 1 year warranty and then asked for proof of purchase and more photos. I told them I referenced the order number and date and that the photos were 10-12MP and I couldn't get them any better. Told me I could return if jacket had not been worn and tags were still on it. Poor Customer Service. The photos I sent them showed the left sleeve without the flap and the right sleeve for comparison.

On 02/09/19 I placed an order for two fleece jackets (same coat, different sizes.) on 21/09/19 I returned one of the jackets to the Keswick store for a refund as it was too small. Before I even left the store I received an email confirming the return and telling me to wait up to 14 days for another email and my refund. On 10/10/19 I received my credit card statement and it was clear the refund had not been processed. I contacted mountain warehouse via email to enquire about my refund and had to wait until 13/10/19 before I received a response. I was told there was no record of a refund pending and asked to confirm if my delivery note had been signed in the store. I responded to the email within 10 minutes, fully expecting a response, but three full days later I have heard nothing else. It appears that the store have failed to complete the refund process properly, I now have a delivery note which should have been signed but hasn't been, I cannot get any response from mountain warehouse and I am out of pocket. I have tried phoning but the office is shut . I am disappointed at the complete lack of customer care. If a complaint has been raised, surely someone should be following it through? The customer service is shocking and I will never be purchasing from this company again! Please sort it out. I want my money back!

I bought these sandals the beginning of July 2019, I am very disappointed that they are peeling on both shoes near the toes. I didn't mind spending more on the sandals because they were a good name and I felt they would last a long time. Is there something that you can be done about this? I appreciate your time, I look forward to hearing back from you.

Margene Lucas

Order placed 31st July m5691780 (3 womens coats size 22 - pakka waterproof £18.99 / breeze waterproof £29.99 / Westport long coat £16.99).
Order recieved sat 3rd August.
Monday 5th August 2 coats returned using prepaid label at sileby post office (pakka £18.99 + Westport £16.99).
16th Aug email recieved stating refund £12.29 - underpayment of £23.69. I emailed back same day requesting full refund and reason why only £12.29 refunded.
18th July reply from mountain warehouse stating needed copy of proof of posting before they could even look into it. I replied same day explaining I was on holiday so could not send proof posting - but they had obviously recieved parcel that both coats were in otherwise why had the refund of £12.29 been raised and why was it a completely different amount.
I have had no reply from mountain warehouse to my emails of 18th Aug and 21st Aug requesting the full refund.
Mountain warehouse have had my money for 4 weeks and the 2 returned coats for 3 weeks.
I would like the balance of £23.69 refunding asap please.
Thank you.

i placed an online order today. i used paypal and it said there was an error at first. then it went through. however i went to use pay pal credit and it instead used my debit card. i have tried contacting the company multiple times. they're closed. i want to cancel my order before it is debited out of my account. i cannot reach anyone and i have also sent messages. i will file a dispute with the bank and paypal if i cannot reach them. that is totally unconvental for a US business or one claiming to serve US customers to not be able to be reached during normal times.

I ordered 7 items on the 22/07 and three weeks on have still not received anything. It said 3-5 working days so I waited till day number 7 to contact Mountain warehouse and ask about my order. I emailed the company and asked why I had not received an email of dispatch, their reply was that I had not entered a surname. I know this to be incorrect because I used the same account that I have done so before and when I looked at the order details both billing address and mailing address have been filled in correctly. On the email they also asked if I still wanted my order, I confirmed and as a gesture of goodwill they told they were sending my parcel next day. Two working days passed and still no parcel and the tracking page told me that Hermes were still awaiting my parcel.
Again I contacted them and this time they told me my parcel had got lost in transit and that two of my items were no longer in stock! They asked if I still wanted the other items and if I wanted to find alternatives or refunds for the two other items. I told them I wanted my items sent out immediately but again 4 days later still no response to my email but instead a "review our customer service" email! I am absolutely outraged and over 3 weeks on I still have no items!

I visited the Southwold Mountain Warehouse Shop yesterday ( Thursday 1st August) I was looking for some sun protection swimming shorts for my daughter who is 7. My daughter was interested in the displays and talking about them and telling me Daddy would like that or saying how good it would be etc.

A female member of staff said " I am going through here, I come here to get away from screaming children" The other Male member of staff looked a little embarrassed and said " It is the Summer Holidays"

I must point out that at this time I didn't realise that the female member of staff was talking about my daughter so I didn't get names. I however, looked around the shop and there were no other children in there. I found myself reprimanding my own daughter and said she needed to lower her voice which upset her. She actually cried and said she was only talking.

The sad thing is she was only talking. She has a hearing problem so talks a little louder than average but she wasn't ‘screaming'. I left the shop feeling like an appalling parent and a little humiliated. It was actually your member of staff that should feel embarrassed. This comment was so rude completely uncalled for.

Might I suggest that if Mountain Warehouse in Southwold does not tolerate children, then stop selling children's clothes and place a sign outside to prevent future embarrassment of other parents.

Mrs Saggers

Hi i have returned an item to be exchanged but not received the new item or a refund. Ive tried to contact customer servie via email twice and rang 4 times but each time after 6 mins its gone to answer phone! I am now down £20 SPent money on phone calls and fast losing patience with such poor customer service! PLease can someone ring me on [protected] so i can either get the product or my money back!

I have recently been into your store at Queenstown Central and was appalled at the lack on customer service that I received.
I walked into the store, where 3 employees were on duty and not one of them greeted me or asked how I was getting on with my experience in the store. After trying on an incorrect size of pants I walked past an employee who did not acknowledge any customer, I was wearing ski pants therefore even if they hadn't seen me they was sure to of heard me walking by.
When I arrived at the till the lady behind carried on with tagging/barcoding items (great for store security for sure!) however I then began the conversation which I seemed to lead as she didn't seem keen to engage with her customer.
Once leaving the store I entered a competitors store where I received an amazing level of customer service which only highlighted further the bad experience that I had received in your store.

I would not normally complain about that but it was unacceptable.

At this current moment I would not recommend your store or shop with you again following this incident.

How do you suggest to resolve this issue?

date - 25-07-19
customer number - [protected]
email - [protected]@hotmail.co.uk

Hi

I have bought the backpack in April as I was going for a trip abroad. I didn't pack a lot it was only 12 kg. However the backpack completely ripped. The straps which were made of plastic broke straight away, one by one. Wear only once. I was very frustrated as it wasnt cheap. I would like to have my money back for a faulty item i bought in your shop.

I am on holiday and bought these sandals today in Hereford. I noticed that there has been a cut and bad repair on one of the straps. I am unable to get back to Hereford and would like a replacement pair. Posting my home address. I am happy to return the ones just let me know how. I particularly want this make as this is my second pair. I have attached a copy of the the receipt and picture of the sandal. My email address is [protected]@gmail?com

Good afternoon,
I purchased a pair of your Adventurer men's walking boots on 8/4/2019. I have only covered approximately 30 miles in this time, I wore them this morning in wet dew grass and my feet were soaked after approximately 40 minutes. These boots are advertised as being waterproof, they not. I have also noticed the sole has started to separate from the boots material allowing water in. I have supplied photos show wet socks and sole separating on the right boot.

I bought woman jacket (worth 45 cad) for myself from mountain warehouse outlet in tangers, ottawa. I must have bought it in last of september. Now in just 5 months of wearing, its condition has become pathetic and not wearable. Although I don't have its payment receipt now, but I want to complaint about the stuff.
Really extremely bad experience with mountain warehouse brand. I would like get my jacket returned and refund my money.

Just have a look how the cotton (or whatever stuff) has stuck together.