Mountain Warehouse

Whilst I am still unimpressed with the knowledge and attitude shown by the manager in my local shop, I have edited the review from 1 star to 5 due to the excellent service and intervention from the company's Customer Support Service. They agreed that the boots had not lasted as long as they should have and were extremely helpful, arranging a full refund for the goods. It would be fair to say that they have restored my faith in Mountain Warehouse, so thank you for your help.

Great products at excellent price I ordered his and hers adult wetsuits. One wetsuit was ordered wrong size and after contacting customer service we exchanged for the correct size. All shipping was included and for initial purchase and the return for exchange.

Ordered a jacket, tracking wouldn't update. Reached out to customer service via email, said courier lost package and resent. Took a hot minute to arrive but it's international mail during the holidays. Received my item and am happy with the quality for the value and customer service was just fine. You reap what you sow and it helps to be polite.

This requires a 0/5 star review. Prices instore and online are vastly different. Coupons offered online are made to look like there is a sale but it is still less than what the price is instore to increase their profit margin. Unethical business model

Really disappointed - used the bag twice and it broke, can't get a replacement nor fixed as the company says it is out of the 1 year warranty. The 1 year warranty is pointless as it's a large bag for holidays which most people take annually. Poor quality - poor customer service - I would recommend using a different company.

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.

Order was placed online.They declined returning because they calculated returning time from order date not from delivery date.
Delivery was 1 week later. Receipt doesn't have explanation what day supposed to be as a first returning day for Online order.
Poor customer service.

I ordered a jacket for my 11 year old son. I got what I ordered, but the jacket is way too small. The sizing is wrong (Asian kind of sizing... smaller people!).
The company does not care. To get a larger jacket, I would have to pay 30$:
- I already paid 10$ shipping
- To return, I have to pay another 10$ shipping
- I will be charged, again, 10$ to have a larger jacket shipped to me.
Company won't help.

I bought the travel shorts as they took up little space in the suitcase. Within the first week, the hooks fell off in the washer on one pair of shorts. The snaps work to keep the shorts closed, but the hooks fell off.

I ordered for the firsts time on-line and received my shipment of 3 enamel mugs "BATTERED &CHIPPED"! They put them in a plastic Shipping Bag with my sleeping bag with "NO" protection from the shipping handlers. 2 of these mugs the chipping went all the way to the inside of the mugs & all 3 are dented around the tops where you drink from. Not able to call... NO ANSWER@ Customer Service. Not able to complete a return order on line! I have no printer.

Further to the response given by the company they obviously care more about their policies than the loyalty of their customers. It is astonishing to me that a company can knowingly sell defective products and not stand behind them. I was a loyal customer and will now be looking elsewhere as other companies to not behave in this manner. Good companies stand behind their products that is how they build loyalty. Buyer Beware.

I bought a pair of Mountain Warehouse brand winter hiking boots in the late summer of 2022. I have used these maybe 20 times but only during the winter months. I took these boots out this winter only to notice that they were cracking and disintegrating. I have never owned a pair of boots to ever to do this, so I contacted the company only to be reminded of their one year return policy. But as I pointed out that this is definitely a defective item, and should never do this even after 20 years. The company however, will not stand behind their products. So I definitely would think twice about buying from this store and definitely would not buy any name brand item of theirs.

Minimum wage minimum customer service From the UK team. The UK team does not know the meaning of customer service whatsoever. They don't even care if you have issues with your items. I went on the website and unfortunately the website only gave me access to communicate with someone online. When I spoke to someone yesterday December 7th, she told me there's a number online which the UK team seems to lie about everything. She argued with me that there's a phone number, but really there was no NUMBER. Do not buy anything from this company as everything does come from the UK (garbage products, garbage service) manager told me she doesn't care if I return the jacket I purchased. I told her yes, I will return it because I rather give the sales to a store that cares for the customer service and sales. Avoid mountain warehouse

I bought a coat and I thought it was a bit short so i returned itwhen I received an email receipt they had charged over £8 even though I took it to the store myself other don't do this so why do they. They got £8 for nothing. Wouldn't ever even go in this shop again.

Don't bother buying from this company. I am out of pocket over $100 because the items I returned were lost in their warehouse and they refused to process a refund. I've been waiting over 3 months now

I wish I would have seen these reviews before purchasing online. I purchased an $80 children's jacket that was due to arrive in 2 to 5 days. It's been two weeks and the tracking number says that Canada Post hasn't received it yet. First they patted me on the head, then they blamed Canada Post, then after 10 emails I started to get snippy and all of a sudden they are "doing their best". DO NOT BUY FROM THIS COMPANY ONLINE. In store they are fine... poor quality compared to MEC, but fine. Online... NEVER AGAIN!

This company is the worst at sending your online orders. The orders are just siting in a warehouse without being shipped for weeks. They have bad customer service and the worst time frame. Don't buy

Very upset with the service I received.
1- my item not being delivered next day as stated when I ordered it.
2 being cut of customer chat.
3 they still can't give a time when I will receive my item.

Purchased 2 jackets. 1 wasn't warm at all and the other the zipper width is too narrow where it would become stuck until it broke after 1 week of use. I called support and they told me to return them for exchange or refund. I returned them. They gave me a refund of the cheaper jacket and failed and ignore refunding the more expensive one. HOW convenient for them to act in this manner, right? I filed a 30 day DEMAND letter as they continue to ignore my request for refund. PAYPAL is just as bad they failed to listen and protect this purchase. But news paypal isn't getting their money from me. DO NOT BUY FROM THIS COMPANY they are SCAMMERS and AVOID GIVING THEM YOUR BUSINESS... THEIR PRODUCTS ARE CHEAP and not even worth the price you pay. Made in china, defective in materials and workmanship!

The wait time for the computer to work so that I could pay was ridiculous 10 mins means there's something wrong. It's not the first time this has happened. The northlink branch
Not good enough

Ok. Raluca Dinu

This is the review I will write every spot I can find for Mountain Warehouse...

CONSUMER BEWARE!
I ordered I pair of hiking shoes for my husband In his size (US 11). They arrived quickly and they were too small for him to comfortably wear. So I packaged them up that day and took them to the postoffice. I was surprised that the shipping cost was to be $20.00 plus $2.48 tax. Incidentally I also paid $10.00 plus $1.24 tax to have these shoes shipped to us initially. MOUNTAIN WAREHOUSE has refused to help me out with any of these shipping fees, all within Canada. So I paid $33.72 for the privilege of trying on a pair of shoes from MOUNTAIN WAREHOUSE. PLEASE REMEMBER THIS WHEN ORDERING FROM MOUNTAIN WAREHOUSE
Rolande Ramsey

I ordered a ski jacket and got a receipt. No eta, no tracking number and no response from the e-mails to customer service. I'm worried that I gave my credit card number to a scam.

Never been treated so badly by what I thought was a good company, purchased a faulty kayak and they will not help £330 down the drain

We bought 2 Mountain Warehouse backpacks for a weeklong hut to hut hiking trip in Italy last summer. Mine was fine, but my daughter's had a metal strip in the lower back that was for some reason exposed. The edge of it dug into her back, bruising it and making wearing it painful, which was a problem since we were wearing them 6-7 hours a day. After Day 2, we stayed at a hut that had cell service so I called MW hoping that they might have some fix. They assured me that they would get their engineers on it right away and send me an email with suggestions. I never received anything. She endured the rest of the trio, but this defective design had a major negative effect on her experience. I followed up with MW when I got back, but basically got nowhere. So I spoke to a lawyer friend who suggested we could win in small claims court and get paid back some of the my daughter's portion of cost of the trip. I wrote a letter to MW's CEO and top lawyer explaining the situation. All of a sudden I got lots of service. "We're so sorry! We want to do whatever we can to help. Please send us the backpack so we can look at it." My lawyer said not to send it, as we would then have no evidence, but I trusted that with the CEO now involved that they would do the right thing. So I sent it off to their office in London. To their credit, they did pay me back the shipping cost. But then for the next month they claimed that they had not yet received it, that it was stuck in Customs at the airport. I got in touch with USPS who tracked it and showed it had been delivered a month earlier. After another few weeks, I finally received their verdict. Nothing wrong apparently. Really? So the design has an exposed metal edge that can dig into your back? They did refund the cost of the backpack, $58, but they did not take responsibility for the pain caused by their design. I guess my lawyer was right. And I guess you get what you pay for. I would say it would be better to spend a little more and get a better product and almost certainly better customer service.