Menu
Register
Write a review File a complaint
Mountain Warehouse Customer Service Phone, Email, Contacts

Mountain Warehouse
reviews and complaints

Mountain Warehouse's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.mountainwarehouse.com
www.mountainwarehouse.com

Learn how the rating is calculated

1.2 10 Reviews 61 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Mountain Warehouse reviews 71

ComplaintsBoard
J
9:16 pm EDT
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Beware of Mountain Warehouse's Shipping Fees: A Customer's Experience

Listen up, folks!

I gotta tell you about my experience with Mountain Warehouse. I ordered a pair of hiking shoes for my hubby in his size (US 11), and they came pretty quick. But when he tried them on, they were too small for his feet. So, I packed them up and headed to the post office to send them back. And guess what? The shipping cost me a whopping $20.00 plus $2.48 tax! Can you believe it? And that's not all, folks. I also paid $10.00 plus $1.24 tax to have these shoes shipped to us in the first place.

Now, I ain't no math genius, but that's a total of $33.72 just to try on a pair of shoes from Mountain Warehouse. And when I reached out to them for help with the shipping fees, they refused to do anything about it. Can you believe that? I mean, come on, Mountain Warehouse, show some customer service!

So, folks, if you're thinking about ordering from Mountain Warehouse, beware of the shipping fees. They may seem small at first, but they add up real quick. And if you need to return something, you'll be paying even more. Just remember my story and think twice before ordering from Mountain Warehouse.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
C
7:33 pm EDT
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Mountain Warehouse Review: Scammers with Defective Products and Terrible Customer Service

So, I bought a couple of jackets from Mountain Warehouse (mountainwarehouse.com) and let me tell you, it was a complete disaster. One of the jackets was supposed to keep me warm, but it was as cold as ice. The other jacket had a zipper that was too narrow, so it got stuck all the time. After just one week of use, the zipper broke completely. I called their support team and they told me to return the jackets for an exchange or refund. I returned the jackets, but they only refunded me for the cheaper one. Can you believe it? They conveniently ignored refunding the more expensive one. It's like they don't care about their customers at all.

I even filed a 30-day demand letter, but they still ignored my request for a refund. It's just not right. And don't even get me started on PayPal. They were no help at all. They failed to listen and protect my purchase. But you know what? I'm not giving PayPal my money either. I refuse to support a company that doesn't care about their customers.

I highly recommend that you do not buy from Mountain Warehouse. They are scammers and you should avoid giving them your business at all costs. Their products are cheap and not even worth the price you pay. And to top it off, they're made in China with defective materials and workmanship. It's just not worth it. Save yourself the trouble and buy from a company that actually cares about their customers.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
G
5:49 pm EDT
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse: Poor Quality and Slow Refunds

I recently had an experience with Mountain Warehouse that left me feeling quite disappointed. I purchased two different coats from their website to compare the quality, as I am unable to visit their physical store at this time. Unfortunately, one of the coats I received was not up to par - it leaked badly during the first brief shower I wore it in.

I promptly returned the coat almost three weeks ago, but have had to follow up multiple times to get my money refunded. I was informed that their refunding process is taking longer than usual, and that I should wait another three weeks before contacting them again. This is quite frustrating, as I will now be charged interest on my card due to the delay.

I believe that this is an unfair system, especially when other companies are going above and beyond to provide extra customer service during these difficult times. It seems that Mountain Warehouse does not prioritize their customers' satisfaction at all.

To make matters worse, I also had to return the original invoice that came with the jacket, which meant that I had to go online to retrieve all the necessary information. This added an unnecessary extra step to the return process, which was already quite inconvenient.

Overall, I am disappointed with my experience with Mountain Warehouse. While I appreciate the convenience of online shopping, I expect better customer service and quality control from a company that specializes in outdoor gear.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Poor Customer Service and Low-Quality Products at Mountain Warehouse

I recently had an experience with Mountain Warehouse and I must say, it was not a pleasant one. The customer service provided by the UK team was below average. It seems like they do not understand the importance of customer service at all. I had an issue with the item I purchased and unfortunately, the website only gave me access to communicate with someone online. When I spoke to someone on December 7th, she told me there was a phone number available on the website. However, when I checked, there was no number to be found.

I was disappointed with the lack of assistance provided by the UK team. It felt like they were not interested in helping me at all. The products I received were of low quality and I was not satisfied with my purchase. When I spoke to the manager about returning the jacket I purchased, she did not seem to care at all. It was disheartening to see that a company does not value its customers.

I have decided to return the jacket and give my sales to a store that values customer service and sales. I would advise others to avoid Mountain Warehouse as their products and service are not up to par. It is a shame that a company that has been around for so long does not understand the importance of customer service.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
N
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Terrible Experience with Mountain Warehouse: Jessica Coat Never Arrived

I gotta say, I had a pretty rough time with Mountain Warehouse. I ordered this coat from the store, the Jessica coat, and it never showed up. I called them up and they said something about shipments and a new district manager and all that jazz. They said they'd call me back, but nobody ever did. I called them four days in a row and they kept telling me it went to the post office, but I went there and it wasn't there! They said it got returned to the Wrentham store, but they didn't know where it was. Finally, on the fifth day, I got a call back and they gave me a bunch of excuses about time changes and whatnot. Long story short, they claimed it got returned to the Canada warehouse. After a whole month of waiting and all the time I spent trying to get an answer, they told me they didn't have any more of those coats in black in my size. Apparently, it was the only one they had made in small! They lied to me so many times, it's ridiculous. I wouldn't recommend buying anything from Mountain Warehouse.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Mountain Warehouse Review: Good Outdoor Clothes on a Budget, but Beware of Delivery and Customer Service

Mountain Warehouse is a pretty good place to get some outdoor clothes that won't break the bank. They've got a lot of stuff that's made in China, but it's still pretty decent quality for the price. They're always running sales, too, like buy one get one free or 50% off, so you can really save some cash if you keep an eye on their website.

The only thing that really bugs me about Mountain Warehouse is that they use EVRI/Hermes to deliver their stuff. Now, I don't know if you've ever had to deal with EVRI/Hermes, but they're just about the worst delivery company in the world. They're always losing packages or delivering them to the wrong address, and they really don't seem to care about their customers at all. I've had two packages go missing when they were supposed to be delivered by EVRI/Hermes, and I'm just not willing to risk it again. So, unfortunately, I won't be ordering anything else from Mountain Warehouse until they start using a different delivery company.

Another thing that's pretty frustrating is their customer service. I had to return an item once, and it took me a whole month to get a refund. I kept emailing them and they just ignored me, so I had to use their online chat to finally get a response. Even then, it was a real pain in the neck to get my money back. So, if you're thinking about ordering from Mountain Warehouse, just be aware that their customer service isn't the best.

Overall, I'd say that Mountain Warehouse is a decent place to get some outdoor clothes if you're on a budget. Just be prepared to deal with EVRI/Hermes and don't expect too much from their customer service.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
T
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse: Wrong Size, Out of Stock, and Poor Customer Service

I've been having a bit of a problem with Mountain Warehouse for a while now. I ordered a jacket back in late July, but when it arrived, it was the wrong size. So, I sent it back on the 31st of July and waited to hear back about a replacement. Finally, on the 9th of August, I got an email saying that they were going to send me a new one. I was pretty happy about that, but then on the 11th of August, I got another email saying that they were out of stock and that they were going to give me a refund instead.

Now, here's where things get really frustrating. When I checked their website, the jacket I wanted was still listed as available. So, I'm not sure why they couldn't send me a replacement. But that's not even the worst part. When they did try to order a replacement for me, they tried to send me a men's jacket instead of the women's jacket that I had originally ordered! I mean, come on, why would I want a men's jacket when I sent back a women's one?

To make matters worse, their customer service is just terrible. I sent them a couple of emails and even tried messaging them on Facebook, but they were just so incompetent and unreliable. I'm really disappointed because I used to be a really loyal customer, but now I don't think I'll be ordering anything from them again. It's just not worth the hassle.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
L
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse: Size Chart Inaccuracies and Poor Customer Service

I recently had an experience with Mountain Warehouse, and let me tell you, it was not a good one. I was in the market for a winter coat, even though it was a scorching 115 degrees outside. I searched both online and in person for weeks, and finally found the perfect coat on Mountain Warehouse's website. The price was right, and I was excited to receive it.

However, when the coat arrived, I was disappointed to find that it was significantly smaller than the size chart on the website had indicated. I attempted to return the coat using Mountain Warehouse's Pitney Bowes return system, but it was not functioning. I called customer service, only to be connected to someone in Great Britain who seemed completely clueless. They informed me that I would have to return the coat to Great Britain on my own dime. What the heck?!

After 30 frustrating minutes on the phone, I was given three different addresses in Great Britain to return the coat to. When the representative made yet another mistake and gave me a fourth address, I was at my wit's end. However, somehow the return service eventually functioned, and I received a return label via email. I dropped the package off at my local post office, and according to the tracking number, it was picked up by Mountain Warehouse's agent three weeks ago.

Despite this, I have yet to receive a refund. My calls to customer service have been fruitless, and I am now in the process of initiating a charge-back with my financial institution. Overall, my experience with Mountain Warehouse has been a frustrating and disappointing one. I would not recommend this company to anyone.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
K
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Mountain Warehouse Review: Great Products, Terrible Return Policy and Customer Service

I bought three full snowsuits, hats, scarves, and socks from Mountain Warehouse. The snow pants were worn skiing ONCE and developed a HUGE tear in the rear when he fell in the snow. A second pair of snow pants were also split across the back just from being put on. I had to return these online because we'd moved away from the city where the store was located. It took THREE MONTHS of e-mailing back and forth before they finally confirmed that I could return the items online.

I was so frustrated with the whole process that I ended up making the THREE HOUR trip to our old town, just to be told by an employee that the manager wasn't in that day. I had to stay in a hotel and was told by the manager that they can't accept returns MORE THAN 3 MONTHS after purchase! I first contacted them less than a week after purchase.

This really sucks because their coats are the best I have ever owned. I love the quality and the warmth they provide. However, this experience had really soured me on buying anything from them ever again. It's a shame because I really wanted to continue supporting this brand, but their customer service has left a lot to be desired.

I hope that in the future, they can improve their return policy and make it easier for customers to return items online. It's frustrating to have to jump through so many hoops just to get a refund for a defective product. Overall, I would recommend their products for their quality, but be aware of their return policy and customer service.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
H
Verified customer This review was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse: Broken Website, Terrible Customer Service, and Annoying Marketing

I gotta say, I had a pretty rough experience with Mountain Warehouse. I tried to order a bunch of stuff online, but their website was a total mess. Every time I added something to my cart, it would just disappear. And when I tried to contact their customer service, it was a nightmare. I sent like 23 emails over the course of three weeks, and I still didn't get my order filled. And every time I got an email back, it was just some generic response that didn't actually address my problem.

To make matters worse, they kept sending me marketing emails even though I never signed up for them. And when I tried to unsubscribe, it didn't even work! And don't even get me started on their phone support. I called like three times and never got through to anyone.

The only good thing that happened was when a manager from Germany called me back and promised to honor the price and ship my items. But even then, some of the stuff I wanted was out of stock, so we had to modify the order. And then when I finally got a PayPal invoice, I paid it, but then they cancelled my order anyway! And when I asked them to reissue the invoice, they just ignored me.

Honestly, I wouldn't recommend Mountain Warehouse to anyone. Their customer service is a mess, their website is broken, and their marketing is annoying. If you're looking for a good online retailer, I'd suggest checking out Amazon, Shopify, or Costco instead. Mountain Warehouse needs to seriously step up their game if they want to compete.

Read full review of Mountain Warehouse
Hide full review

Mountain Warehouse complaints 61

ComplaintsBoard
V
9:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse: Lost Package and Poor Customer Service

I ordered a jacket and some walking boots from Mountain Warehouse on the 2nd of December. I was really excited to receive my order, but unfortunately, things didn't go as planned. After waiting for 8 days, I started to get worried and decided to contact customer service. I sent them a few emails, but I never received a response. I was starting to get frustrated and worried that my order had been lost.

Finally, after 14 days, I received an email from Mountain Warehouse. They told me that my package had been "lost" by Hermes, and that my jacket was now out of stock. They also said that I would need to request a refund for the jacket. To make matters worse, my boots hadn't even been sent yet.

I was really disappointed with my experience with Mountain Warehouse. It was such a waste of time and energy. I had been looking forward to receiving my order, but instead, I had to deal with all of this hassle. It's really frustrating when you don't receive good customer service, and I feel like Mountain Warehouse let me down.

Overall, I wouldn't recommend Mountain Warehouse to anyone. If you're looking for a reliable and efficient online retailer, there are plenty of other options out there. I hope that Mountain Warehouse can improve their customer service in the future, but for now, I'll be taking my business elsewhere.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
P
8:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Disappointed with Mountain Warehouse's Shipping and Customer Service

I just ordered from Mountain Warehouse for the first time and I gotta say, I was pretty disappointed with my shipment. I ordered 3 enamel mugs and they arrived looking like they had been through a war! They were all "BATTERED & CHIPPED" and it was pretty clear that they had not been handled with care during shipping. To make matters worse, they were just thrown into a plastic shipping bag with my sleeping bag and had "NO" protection whatsoever.

When I opened the package, I was pretty bummed to see that 2 of the mugs had chipping all the way to the inside and all 3 were dented around the tops where you drink from. I tried to call customer service to see if I could return them, but there was "NO ANSWER"! I even tried to complete a return order online, but I couldn't because I don't have a printer.

Overall, I'm pretty disappointed with my experience with Mountain Warehouse. I was really excited to try them out, but the lack of care in shipping and the inability to get in touch with customer service has left me feeling pretty let down. I hope they can improve in the future because I would love to give them another chance.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
D
8:12 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Disappointed with Mountain Warehouse's Business Practices: False Advertising and Poor Customer Service

I recently made a purchase from Mountain Warehouse and I have to say, I am not impressed with their business practices. I ordered three jumpers that were advertised as "fleecy lined," but when they arrived, I was disappointed to find that they were not as described. Additionally, I never received the three beanies that I also ordered.

I have been trying to resolve this issue for some time now, sending a total of ten emails to their customer service team. Each time, I have provided proof of my purchase and explained the issue, but all I have received in response is a generic message stating that if they don't hear back from me within five days, they will assume the matter is resolved.

It's frustrating to think that there are people out there who would take advantage of honest customers like myself. I feel like I have been scammed and it's disheartening to see a company operate in such a dishonest manner.

Read full review of Mountain Warehouse
Hide full review

Is Mountain Warehouse legit?

Our conclusion: After a detailed review, ComplaintsBoard finds Mountain Warehouse to be a trustworthy company. Although there's a 6% resolution rate for customer complaints, which deserves attention, Mountain Warehouse is known for their high standards and safety. If you're thinking about dealing with Mountain Warehouse, it's wise to check how they handle complaints.

Mountain Warehouse earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

We found clear and detailed contact information for Mountain Warehouse. The company provides a physical address, 4 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Mountain Warehouse's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Mountainwarehouse.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Mountainwarehouse.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Mountain Warehouse as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for Mountain Warehouse have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Mountain Warehouse and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • While Mountain Warehouse has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 6% of 61 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
ComplaintsBoard
M
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse's Website: Delayed Delivery and Poor Customer Service

I really wish I had read some reviews before I bought something from Mountain Warehouse's website. I spent $80 on a jacket for my kid, and they said it would arrive in 2 to 5 days. But it's been two whole weeks and the tracking number says that Canada Post hasn't even gotten it yet. At first, they were all like "oh, don't worry, it'll come soon," but then they started blaming Canada Post. After I sent them like 10 emails, I started getting pretty annoyed, and then all of a sudden they were like "we're doing our best." Yeah, right. I'm never buying anything from this company's website again. If you go to the store, it's okay, but the stuff isn't as good as what you can get at MEC. But if you're thinking about buying something from their website, just don't even bother.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
M
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Terrible Delivery and Customer Service - Avoid Mountain Warehouse

I placed an order on June 28th, 2020 from Mountain Warehouse and as I'm writing this review, my package has yet to arrive! The delivery was supposed to be guaranteed within 7 working days, but it seems like that guarantee was just a bunch of hot air. I even went on a camping trip during this time and came back, but still no package. I contacted their support twice, but both times their response was completely useless. They didn't give me any explanation as to where my package is or when it's going to finally arrive. Instead, they just told me to be patient and forgiving.

Honestly, I wouldn't recommend shopping with these clowns. It's better to order from eBay, Amazon, or any other professional shop. Literally, any other shop is better than Mountain Warehouse. Their customer service is terrible and their delivery times are a joke. Save yourself the headache and shop somewhere else.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
G
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Terrible Experience with Mountain Warehouse: No Confirmation, No Jacket, No Customer Service

I had a really bad experience with Mountain Warehouse. I ordered a winter jacket for my daughter and paid $80 NZ, but I never received a confirmation email. When I tried to get in touch with them, they asked for my order number, which they didn't give me. It was really frustrating. When I finally got in touch with them again, they said they would pass my issue on to their team, but I never heard back from them. It was really disappointing because I thought my daughter was going to get a brand new winter jacket, but instead, I got nothing but lies. I think it's really terrible that people can do this to others. I would not recommend buying from this site. They are low lives who don't care about their customers.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
J
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Disappointed with Mountain Warehouse's Customer Service

I gotta say, I bought a Parka from Mountain Warehouse back in May and didn't get to wear it until October when the weather got cold. But when I finally put it on, I noticed that the flap on the left sleeve was missing. I was pretty bummed out about it, so I contacted their Support team with some photos and my order number.

At first, they told me not to worry since their products come with a 1 year warranty. But then they asked me for more photos and proof of purchase. I mean, come on, I already gave them my order number and the photos were like 10-12 megapixels - what more did they want?

Anyway, they told me I could return the jacket if it hadn't been worn and still had the tags on it. But honestly, I was pretty disappointed with their customer service. I mean, the photos I sent clearly showed the left sleeve without the flap and the right sleeve for comparison. It's not like I was trying to scam them or anything.

Overall, I'm not sure if I would buy from Mountain Warehouse again. The quality of their products seems decent, but their customer service could definitely use some improvement.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
M
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Disappointing Experience with Mountain Warehouse: Delayed Delivery and Poor Customer Service

I recently had a bad experience with Mountain Warehouse and I would not recommend buying from them. I paid an extra ?5.95 for faster delivery via DHL, which was supposed to arrive within 1-2 days. However, it took 3 days for my order to arrive. I know it may seem like a small issue, but the fact is that they did not deliver within the promised time frame and they refuse to refund the delivery charge.

When I raised a complaint, they blamed it on COVID-19, which is understandable, but they did not respect me as a customer and did not answer my questions properly. It was frustrating to be run around in circles and not get a straight answer. Their operators seemed clueless and unhelpful.

I would advise you to go elsewhere and not trust Mountain Warehouse. I only gave them one star because there is no option for zero stars. It's a shame because I had heard good things about them, but my experience was disappointing.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
L
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Terrible Water Bottle and Customer Service from Mountain Warehouse

I recently purchased a water bottle from Mountain Warehouse and unfortunately, it turned out to be the worst water bottle I have ever used in my life. Not only did it affect my health, but the material inside the bottle started to peel off, making it impossible to see inside the bottle since it was not transparent.

I decided to send the bottle back to Mountain Warehouse for inspection, hoping to get some answers. However, to my disappointment, they only did a visual inspection and came to the conclusion that I had improperly used the water bottle. I was shocked by their response, as I had never used any chemicals to clean the bottle.

To make matters worse, they never did a material inspection and disposed of the evidence without informing me of the outcome until I contacted them after a few months. This was really frustrating and I was extremely disappointed with their customer service.

I would strongly advise anyone to avoid buying these kinds of water bottles from Mountain Warehouse. It's not worth the risk to your health and the customer service is really bad.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
A
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Mountain Warehouse Gloves Review: Attachment Fell Apart & Terrible Customer Service

So, I gotta say, I was pretty excited to get my hands on some gloves from Mountain Warehouse. I mean, they were supposed to be windproof and had this cool attachment thingy that would let me hook them onto my jacket or bag or whatever. But let me tell you, that attachment thingy fell apart faster than a house of cards in a hurricane. And that was a big reason why I bought the gloves in the first place!

Now, I tried to contact customer service about it, but it was a total train wreck. I mean, I think I requested a refund back in 2018 and I still haven't seen a dime. And don't even get me started on Trust pilot's invited reviews. They seem pretty sketchy to me, especially since most of them are all positive towards Mountain Warehouse.

I actually looked up Ecco earlier today and noticed that their invited reviews actually include some not-so-great ones. And yet, they're still highly rated across the board. So, I don't know what's going on with Mountain Warehouse, but I can tell you one thing: I am NOT buying another item from them. Their customer service is just plain terrible and they don't seem to care about supporting their products when they fail prematurely.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
A
2:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Refund unreceived.

Hi i have sent the coat back and i was told the return would processed. Once canada post got the coat. They started the process to send my money back. I was told by thursday i would have it now that gone by and i was told tuesday and tuesday is passing now i am being told another 10 days to wait. I also called the first 2 times they hung up on me and the third one helped me out and was super nice lady.

I wouldnt just go to store and return it as there no mountain warehouse in my town any longer. It has been closed down.

Desired outcome: No outcome yet

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
D
10:39 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse David Jacobsen - personal injury at Harpenden Store on 5th December 2022

On the above date, I visited your store to purchase spray waterproof over trousers.

Having identified the product I wanted to purchase, I reached to the rail to remove the product and immediately felt a sharp pain in my hand and saw that I was bleeding.

A sharp piece of metal on the rail had lacerated my finger. I tried to stop the bleeding with tissue but the cut was too deep and would not stop bleeding. Sales assistants could see I was in distress and took me to the rear room to administer first aid. They, too, could not stop the bleeding and asked me to sit down, putting pressure on the wound that was then dressed.

I was asked to come to the counter where an Accident Report was completed.
I showed the assistant where the injury took place and she could see the blood on the rail.
I paid for the item and then left the store.
Please note that I wish to make a Personal Injury claim for the injury.

Desired outcome: To be contacted to discuss resolution to the personal injury claim.Tel: [protected]

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
M
7:35 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Not got full refund

Mountain Warehouse

Mens | Womens | Kids | Walking | Clearance

Thank You!

Thank you for shopping at Mountain Warehouse.

Your requested E-receipt is below. We hope you enjoy your purchases and look forward to seeing you again soon.

We’d love to hear more about your recent experience in-store and would welcome your feedback. Your opinions are important to us and we promise it’ll only take a few minutes:

Tell us more,Click here to rate us on Trustpilot

Monday, October 24, 2022 12:00 p.m.

Salesperson: Jeramie

TID: TRT 8 1622

Item Qty Amount

ORDER - OHIO WOMENS THERMAL FLEECE LIN

Style : 023147

Colour : JET BLACK

Size : 8

1 $49.99

Sub Total $49.99

Tax $6.50

TOTAL $56.49

Cards -$56.49

Tax Summary

Net Pct Tax

HST $49.99 13.00% $6.50

Purchased above and in return I got refund of $ 50.84 and they told call the store to refund the balance and not customer care is declining

Desired outcome: Refund my balance money

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
D
8:21 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mountain Warehouse Complaint about unfair price match

Hi, I requested for a price match for the Ultra Snowdrift Womens Heatsealed Padded Jacket Black item that I bought last September 26, 2022. Due to the size of the jacket being too big, I returned the item that was received in your warehouse on October 3, 2022. I would like to order this item again but for a smaller size (Size 10 US) and according to your customer service online, I can request for a price match since the website is charging me 179.99$ for my new order which I think is not fair since I already paid additional 10$ to have the item returned to your warehouse for not being true to size. I have attached a photo of the invoice of my returned item sent to my email address. Here is the timeline for the return of the item.

September 26, 2022 - ordered online US Size 14

September 28, 2022 - return order date

October 3, 2022 - item return back to mountain warehouse

October 6, 2022 - would like to order US Size 10 (price being charged is 179.99$)

Mountain warehouse price match email responded today saying they can only offer me 20% discount and no other help to match the price. I called your customer service the day I sent back the item and she said I can order it for the same price that I bought it, since my process was to EXCHANGE THE ITEM and not just to return it. So why am I not being offered the same price? It is not my fault that the return took so long and the process of refund also took time. I think your conditions are very unfair since it was the size of the item that was FAULTY and not true to size. that is why it was sent to exchange size.

Desired outcome: Be offered the same price that I paid for when I ordered the item on September 26, 2022. I paid 135.99$

Read full review of Mountain Warehouse
Resolved

Mountain Warehouse has offered the price match for the ordered item. Their response was quick and customer service was helpful. The issue was resolved on October 2022.

Hide full review
ComplaintsBoard
A
1:34 pm EDT

Mountain Warehouse The store at Gates Garden Centre near Oakham Leicestershire

I visited the store today and chose 2x pairs of trousers which were on a sale rail marked at £21.99.

I chose them and took them to the checkout where I was told that they were £34.99.

I queried this and was told by the not so helpful assistant that that was the price and I could take it or leave it.

She said it was company policy to put the merchandise on the racks in that way and if I was not happy to contact Head Office.

Over the last 4 months I have spent a lot of money at Mountain Warehouse seeking out shops wherever we have been in the country.

I thought it was against the law to have something marked up and then charging a different price at the checkout?

Regards

Alan Parkinson

Desired outcome: To display merchandise correctly price marked

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
D
7:14 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Voyage waterproof shoes size 7 in blue

I purchased the above pair of shoes on the 2nd May this year order number M12438326, I have just noticed the sole on the right shoes at the front is hanging off.

I have had these around 8 weeks and only used them in the dry and only at weekends.

Please could you let me know what actions you are going to take to rectify this issue as I have no shoes to walk my dog.

Derek Threlfall

Desired outcome: Reimbursement or replacement with a more reliable model

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
E
4:16 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Forced to pay full price for sale item

I bought a pair of boots that were on sale, regular price was £95, sale price was £65. After only 3 weeks, the stitching was unravelling, so I took them back to the store for an exchange. At this time, this item was no longer on sale. The manager of your Fort Kinnaird Edinburgh branch flatly refused to exchange them until I had paid the difference between the sale price and the regular price. I feel completely ripped off by this. I have all my receipts to back this up, but rest assured ... I will NEVER set foot in your store again.

Desired outcome: Refund the difference. I feel I shouldn't have been charged it.

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
S
3:57 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Broken zip on a rucksack

I purchased a rucksack from you in September for my daughter to use as a school bag. The bag has been well looked after and does not have a mark however the zip fell apart last week.

I took it into the Beverley Branch today to discuss the problem as there must be a fault on the product for it to break so quickly. I explained that I no longer had the receipt as it was bought in September. After the man in store consulted with another member of staff I was told that it could be exchanged but they didn't have the same colour in stock. I said that a different colour was fine. They then disappeared to consult again and on their return was told that actually a zip is not covered in their warranty.

Having spent £25 on a bag which has only lasted the first 20 weeks of a school year I feel that the faulty product should be replaced, especially as I was initially told in store that this was possible.

Desired outcome: I would like to receive a replacement rucksack.

Read full review of Mountain Warehouse
View 0 more photos
Hide full review
ComplaintsBoard
A
12:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Delivery of order number m10830805

The above order (walking boots) was placed on 31.10.21 and payment was processed. Confirmation of the order was emailed to [protected]@btinternet.com

Please address further correspondence to me (Mr Aidan Tasker) at a.[protected]@btinternet.com mobile : [protected].
To date (9.11.21) there has been no contact from you or delivery of the goods. I was unable to contact you this morning so got in touch with the Durham branch - which I subsequently visited. The lady at Durham (Heather) established that the order had been cancelled by yourselves. She wrote an email for me and asked that you contact me on the above number. No one has contacted me. I re-ordered at the branch. I was informed that the goods were in stock.

1 Why was the order cancelled. 2. Why were we not informed?
3 Why have you not refunded the payment?
4 Why are you so difficult to contact (telephone (option 8) went to messages, no response to 'chat now' tab.

Over the years my wife and I have spent thousands of pounds at your local branches. I would suggest that an urgent response to this complaint and an offer of compensation would be in order.

Aidan Tasker

Desired outcome: Refund, full explanation, compensation

Read full review of Mountain Warehouse
Hide full review
ComplaintsBoard
N
12:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mountain Warehouse Delivery of order

Dear Sir / Madam. I am writing with regard to an order I made on Tuesday 12/10/2021, M10722034. I was purchasing camping equipment for various reasons, as I am trying to recover from being quite poorly in 2019, and it is proving a long process.

- being on an additional needs list with the utilities companies, I have had several communications warning of potential power outages, and there has recently been a power outage in my area. My flat is particularly cold, therefore wanted equipment to keep warm in such a circumstance.
- as I was feeling stronger I was hoping with assistance I may be able to have some time away from my flat

I received notification after the order there was a delay with the warehouse. As I have ordered lots of additional support equipment, I was worried I would be stuck with these items without the basic equipment ie. MW order. I contacted CS by email and was assured things are usually efficient and was offered 20% of the whole order. As I just wanted the items and not compensation, I suggested a refund for the difference on an item I purchased that was on sale prior and after my order.
I received an email on Monday 25/10/2021 assuring me the order had been dispatched and a link was provided to the courier. When I noticed the particular courier, I contacted MW several time to explain this courier has not made a successful delivery or collection since January 2021, and that there is no means to contact them. Their response is constantly contact the retailer. I suspect part of the problem is on their system the postcodes for my address, and surrounding properties, even on different streets, default to wrong addresses on a nearby street. I have tried to tell them for months, but they don't seem interested. MW manually amended my address on the courier system.

On Wednesday 27/10/2021 the courier actually turned up for a change, but with 2 items out of 8. I contacted MW and spoke to Pippa, a lovely lady in my opinion who suggested replacement for the missing items, and Lisa, also nice. I think Lisa is a customer service manager, and I explained I am recovering from being poorly, and am having to pump myself full of pain medication in anticipation of delivery of large items, and it is hard for me to use the stair, let alone drag large parcels up them. I asked that the order be delivered for Thursday 28/10/2021 as I was starting to feel very sick and worn out by use of large amounts of pain medication over several days, as MW delay and courier no show and that by Friday I would be unable to even receive a parcel. Lisa suggested she would do what she could, and it was implied I would be informed.

On Thursday, a single item turned up, without notification, I think from the original order. I spoke to a lovely lady, named Maria I think, who said the replacement order hadn't even been dispatched, and would put a call back request to Lisa. On Friday, no show of items either, and no call back from Lisa still. I have spoken again to Maria, and was told the items had been dispatched. The problem is I have made it very clear I am physically worn out and need to rest now, and cannot accept any orders towards the weekend.

I am also now completely done with the courier; a collection was arranged with them by another large retailer for return of an item, and they failed to show Friday, Monday, Tuesday, Wednesday, despite receiving notification of collection each time. This retailer though has contacted me and arranged for an alternative courier to collect the item.

Though the staff seem lovely and trying to help with your company, I did tell them in advance there is a problem with the courier and the courier business accounts manager needed to intervene, and that I cannot accept any more deliveries after Thursday, Friday at a massive push, though replacement items seem to have been sent, without notification, out of this time using the same ineffective courier. I cannot amend any information with the courier as their information is incorrect, though they yet haven't even sent notification.

I am not asking for special service, and have showed that I turned down an offer of compensation as long as I received the items in one piece. Even if the courier continues to bring me things in dribs and drabs from the initial order, who knows where they have been (possibly delivered to multiple occupation houses and returned) and in what state they are in. I certainly am in no state now to start pitching up tents to check.

I started this process with optimism that I may get away, and have contingencies in case of problems so I could look after myself, but now I am worn out by heavy use of pain medication, being dehydrated as reducing fluids (I have bladder issues) so I am available if the courier just turns up, on top of the frustration of trying to tell people an alternative solution needs to be arranged.

When I am dreaming of going to a pub in a military situation in China with Nigel Farage, I really need to start to lay off the heavy opiates.

If the company had said from the start they cannot fulfil the order, that would have avoided a lot of stress and returning the other equipment I have bought.

After my order with MW, I have received items from Attwools, Norwich Camping, JL, Millets, Outbackers Store, Bushcraft Store, Winfields, Amazon, and Halfords. The couriers were DPD, DHL, FedEx, and Royal Mail. All received, on time, as expected.

MW warehouse - delayed shipping and cannot use a courier that can get the items to me, let alone on time. I had spent quite a while selecting the items I ordered as I need to take into account issues health issues that I did not previous have.

Desired outcome: Whole new order with different courier OR PA to help return other items and refund OR credit to use other retailer for similar items

Read full review of Mountain Warehouse
View 0 more photos
Hide full review

About Mountain Warehouse

Screenshot Mountain Warehouse
Mountain Warehouse is a leading outdoor retailer that specializes in providing high-quality outdoor gear and clothing to customers around the world. With over 20 years of experience in the industry, the company has established itself as a trusted source for all things related to outdoor activities, including hiking, camping, skiing, and more.

One of the key features of Mountain Warehouse is its commitment to providing affordable prices without compromising on quality. The company has a wide range of products available, from waterproof jackets and hiking boots to camping gear and ski wear, all of which are designed to withstand the rigors of outdoor adventures.

In addition to its extensive product range, Mountain Warehouse also offers a range of services to help customers make the most of their outdoor experiences. This includes expert advice from knowledgeable staff members, as well as a range of resources and guides to help customers plan their trips and choose the right gear for their needs.

Overall, Mountain Warehouse is a reliable and trustworthy retailer that is dedicated to providing high-quality outdoor gear and clothing at affordable prices. With its extensive product range, expert advice, and commitment to customer satisfaction, it is no wonder that the company has become a go-to destination for outdoor enthusiasts around the world.

Overview of Mountain Warehouse complaint handling

Mountain Warehouse reviews first appeared on Complaints Board on May 22, 2015. The latest review Beware of Mountain Warehouse's Shipping Fees: A Customer's Experience was posted on Jun 20, 2023. The latest complaint Complaint about unfair price match was resolved on Oct 06, 2022. Mountain Warehouse has an average consumer rating of 1 stars from 71 reviews. Mountain Warehouse has resolved 4 complaints.
Ratings on other sites
Trustpilot
Trustpilot
4.6
12102 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Mountain Warehouse contacts

  2. Mountain Warehouse phone numbers
    +44 203 828 7700
    +44 203 828 7700
    Click up if you have successfully reached Mountain Warehouse by calling +44 203 828 7700 phone number 13 13 users reported that they have successfully reached Mountain Warehouse by calling +44 203 828 7700 phone number Click down if you have unsuccessfully reached Mountain Warehouse by calling +44 203 828 7700 phone number 20 20 users reported that they have UNsuccessfully reached Mountain Warehouse by calling +44 203 828 7700 phone number
    United Kindom
    +49 800 182 5200
    +49 800 182 5200
    Click up if you have successfully reached Mountain Warehouse by calling +49 800 182 5200 phone number 1 1 users reported that they have successfully reached Mountain Warehouse by calling +49 800 182 5200 phone number Click down if you have unsuccessfully reached Mountain Warehouse by calling +49 800 182 5200 phone number 0 0 users reported that they have UNsuccessfully reached Mountain Warehouse by calling +49 800 182 5200 phone number
    100%
    Confidence score
    Germany
    +33 182 888 474
    +33 182 888 474
    Click up if you have successfully reached Mountain Warehouse by calling +33 182 888 474 phone number 0 0 users reported that they have successfully reached Mountain Warehouse by calling +33 182 888 474 phone number Click down if you have unsuccessfully reached Mountain Warehouse by calling +33 182 888 474 phone number 0 0 users reported that they have UNsuccessfully reached Mountain Warehouse by calling +33 182 888 474 phone number
    France
    +1 (866) 313-2493
    +1 (866) 313-2493
    Click up if you have successfully reached Mountain Warehouse by calling +1 (866) 313-2493 phone number 0 0 users reported that they have successfully reached Mountain Warehouse by calling +1 (866) 313-2493 phone number Click down if you have unsuccessfully reached Mountain Warehouse by calling +1 (866) 313-2493 phone number 0 0 users reported that they have UNsuccessfully reached Mountain Warehouse by calling +1 (866) 313-2493 phone number
    United States
    More phone numbers
  3. Mountain Warehouse emails
  4. Mountain Warehouse address
    3 Eccleston Street, London, England, Greater London, SW1W9LX, United Kingdom
  5. Mountain Warehouse social media
Mountain Warehouse Category
Mountain Warehouse is related to the Retail and Online Shopping category.

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.