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Mountain Warehouse
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1.2 71 Reviews

Mountain Warehouse Complaints Summary

4 Resolved
57 Unresolved
Our verdict: If considering services from Mountain Warehouse with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Mountain Warehouse reviews & complaints 71

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12:38 pm EDT

Mountain Warehouse return of 2 coats

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.

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3:49 pm EDT
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Mountain Warehouse online order

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.

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1:13 pm EDT
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Mountain Warehouse 3 weeks without my order

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!

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3:44 am EDT
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Mountain Warehouse a female member of staff

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

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8:35 am EDT
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Mountain Warehouse customer service and exchange

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!

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9:26 pm EDT

Mountain Warehouse customer service

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

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10:17 am EDT
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Mountain Warehouse tor 65l backpack

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.

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11:37 am EDT
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Mountain Warehouse tide women's sandal size 7

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

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Update by Sbreithuin
May 23, 2019 11:38 am EDT

I don't give permission for my details to be us for sales purposes

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11:24 am EDT
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Mountain Warehouse adventurer men’s waterproof walking boots

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.

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7:52 pm EDT

Mountain Warehouse poor quality of jacket

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.

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2:27 am EDT

Mountain Warehouse ski trousers

I bought these a few weeks back for my first ski trip this week. Wore them first day yesterday and all the seam has come unstitched in first few hours. Highly disappointed and as it's only pair I have I now have to spend rest of week in faulty trousers that are no longer fully waterproof . Please advise on what can be done to rectify this situation as they are no use now for further trips, and in need of repair or replacement please. I've included order confirmation and my flight details to Austria as proof of first usage.

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10:19 pm EDT

Mountain Warehouse customer service and returning policy

Hello Sir/Madam,

Actually I have bought a jacket from mountain warehouse store located in Square One, Mississauga and the jacket had been ripped off within 2 months. The mountain warehouse return policy allows the customer to return the jacket, if it has some manufacturing issue. I've visited the same location for returning the jacket on Feb 06, 2019, but I didn't had the receipt with me on that day and the customer service representative told me that he can return the jacket if you have receipt of bill. He had suggested me to come back with receipt.
And then I've visited the same store location on March 13, 2019, but Cashier present at that time said she won't do the returns. I've told her the previous incident, but she said I am Assistant Manager here, so nobody can return the jacket without my permission and so on. That conversion was for around 30 minutes, but she didn't listen to me. She gave me her name that is Sharon and told me if you want you can compliant about her service. I was really disappointed with her customer service.

I've attached the picture of my bill and my ripped jacket.
Request you to kindly look into it and ask them for returning my jacket.

Thank you,
Manpreet Kaur

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5:29 pm EST

Mountain Warehouse snow goggles

I purchased snow goggles
went skiing in Italy
goggles gave me no uv protection
wore them all my time on snow and ended up with Sun burnt eyes, eyelids and face which is at the moment peeling off dead skin eyes are continuously watering and very uncomfortable even though I applied sun cream on face as well as wearing goggles which ruined my holiday as well as making it dfficult now I'm back at work

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TellMeAboutIt82
, US
Feb 25, 2019 5:48 pm EST

That's why you do research on a product before purchasing it.

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5:18 am EST

Mountain Warehouse rude staff member

I was in Mountain Warehouse to swap over some base layers as I had bought two sets but one of the boxes that was meant to have a top in had trousers instead. I was going on a skiing holiday and ended up having to use old spare ones instead so that was pretty annoying.

The girl at the till (Sam?) said she had to get someone else to do the return so while she ran up to get someone I went to find a top to swap the trousers with. She came back down with a blonde woman who I heard sigh very loudly and complain about having to wait for me. I thought it was very rude and unprofessional. Then when Sam came to fetch me the woman had just walked off so she had to go find someone else meaning I had to wait even longer!

I was furious by the time I left the store. This is not acceptable behaviour! Some of your staff are truly lovely but others are so rude it's unbelievable. To complain loudly in front of customers is not acceptable. The box mix up was bad enough but I was made to feel like it was my fault and that I should feel bad about wanting to swap it?! Ridiculous!

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12:58 pm EST

Mountain Warehouse mens parka coat

Hi! I bought a jacket today for my partner, paid 115 pounds. Brought it home and find out that there is no labels attached, broken poket, moreover it seems to be worn, I can tell it after expecting inside of the sleeves plus I found old ibuprofen tablets in the pocket with exparing date in 2017. When I looked in the label I was shoked, label says jacket is coming fron 2015? how on earth could you explain this? If I wanted to buy second hand parka I would go to charity shop instead of Mountain

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5:32 am EST

Mountain Warehouse refund delay - still waiting for a refund

M4555781 Order number
multiple items returned for refund within days of receiving goods.
contacted customer service and goods confirmed as been receipted back into the warehouse. Customer service apologized and advised that the refund will be process immediately and did not know why it had not gone through as yet.
It is now 1 month on and I'm still waiting on a refund ($90 approx value)
I have tonight (your morning) to again follow up with customer service whose lines do not get answered. You have the option to hold yet after 5 mins or so you get placed onto a voice mail to leave a message. Not good enough when I'm calling you internationally, and due to time difference most likely will not get a call back when suitable.

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7:22 am EST
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Mountain Warehouse complaining about a pair of walking boots

Dear Mountain Warehouse,

I bought my partner a pair of walking boots for his birthday in January, he's only just started wearing them to walk our dog. He tells me and shows me last week that the soles are coming off and that water is getting through the boots. I'm absolutely disgusted that I spent so much money on them for the boots now to be not much use and that he will now need to replace them. I bought the below boots and the order number is M3703952
Adventurer Mens Waterproof Boots Khaki, Mens Size 9 UK. Please advise on what the company is going to do to help replace these boots

Kind Regards

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3:12 pm EDT
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Mountain Warehouse charged twice on my debit card and they will not refund me my money after 19 emails.

On the 11.8.18 i made a purchase in the Cambridge Mountain warehouse store and paid by debit card. When i checked my bank account on the 19.8.18 i saw that they had taken twice for the same amount. I emailed them on the 19.8.18 to ask for my money back. They asked for receipts, to which i sent to them. They asked for a copy of my back statement, to which i also sent to them. After 19 email back and forward they are now not answering my emails. They have blamed world pay. Then they tried to tell me it was only pending and the amount would bounce back into my account, even though they had a copy of my bank statement which clearly showed that the money had been taken from the account. Then then said we will have to look into the matter for the second time. It is nearly a different person dealing with the matter ever time. Mountain warehouse has a copy of all the emails in their system, but i will gladly send them on to somebody higher up the chain if requested. I dont like having to get legal help but it looks like that is the only option left.

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5:59 am EDT

Mountain Warehouse child’s coat

I bought my son a coat approximately January time from mountain warehouse. I do not have the receipt to give you the exact date. He has hardly worn it obviously due to weather. Probably 2-3 months use, only weekends as it is not a school coat due to being so expensive and as with most schools things tend to go missing.
Anyway, this coat is defective, it has come apart around the left arm all along the seam in 2 places. It is not ripped at all just stitching failed. I expected much better quality from a product of such a high price.
I have pictures if you would like them to be forwarded

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Lynn Dyne
, US
Nov 02, 2019 1:10 pm EDT
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Having read previous comments about unsatisfactory goods and customer service I can only add our experience. My husband bought a "waterproof " jacket 025405 Stalagmite padded mens jacket. Although warm and a lighterweight jacket it stained my husband's shirt when we walked in heavier rain.

Contacted Stamford branch and were told no exchanges or returns as unfortunately I didn't have my receipt. The coat was only bought a month ago. Receipt or not this coat is not fit for purpose and neither is Mountain Warehouse's customer service. Disappointed. Another customer lost I'm afraid.

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9:40 am EDT

Mountain Warehouse gloves

Bought a pair of gloves from Cwmbran they were on website for 5 pound 15 pound in store as my son needed these I got them wore one night split at seems unbelievable I now have to go 10 miles back to change receipt number is cwm 001 009671 08/10/18 at 14.20 served by Emma very disappointing as 10 extra and last a day I also spent over a hundred pounds last month as a valued customer I'd like you to resolve

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Mountain Warehouse Customer Reviews Overview

Mountain Warehouse is a popular outdoor retailer that offers a wide range of products for hiking, camping, skiing, and other outdoor activities. The company has received numerous positive reviews from customers who appreciate the quality of their products, competitive pricing, and excellent customer service.

One of the most commonly praised aspects of Mountain Warehouse is their extensive selection of outdoor gear and apparel. Customers appreciate the variety of options available, as well as the high quality of the products. Many reviewers note that the items they purchased from Mountain Warehouse have held up well over time, even with frequent use.

Another positive aspect of Mountain Warehouse is their competitive pricing. Customers report that the company offers affordable prices on a wide range of products, making it easy to find what you need without breaking the bank. Additionally, the company frequently offers discounts and promotions, which customers appreciate.

Finally, Mountain Warehouse is known for their excellent customer service. Reviewers note that the company is responsive to inquiries and concerns, and that their representatives are knowledgeable and helpful. Customers appreciate the ease of ordering online and the quick shipping times.

Overall, Mountain Warehouse is a highly regarded outdoor retailer that offers quality products, competitive pricing, and excellent customer service. Whether you're an experienced hiker or a novice camper, this company has something to offer.
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Contact Mountain Warehouse customer service

Phone numbers

+44 203 828 7700 +49 800 182 5200 More phone numbers

Website

www.mountainwarehouse.com

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