Mountain Warehouse
Reviews and Complaints

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Mountain Warehouse

Mens | Womens | Kids | Walking | Clearance

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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

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.

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

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

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.

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.

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

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.