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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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Newest Mountain Warehouse reviews & complaints

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6:39 am EDT
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Mountain Warehouse online order.

On Sunday 20/05/2018 I attempted to order some items from their online store. I duly added them to my basket and then attempted to check out, my first attempt with one of my debit cards ended when a pop up informed me that there had been an error and I had been timed out. My second attempt with my wife's debit card ended in fhe same way and my third attempt with another debit card was timed out as I was entering the details.
Imagine my disbelief when on checking one of the bank accounts online on Monday 19/05 to find that it had been debited with the cost of the order, although the order was marked as closed. On checking the other two accounts, the same had occurred.
On contacting Mountain Warehouse I was informed that they were in the process of a system upgrade and would check it out. I then received an email informing me that the funds had been debited in error and would "fall back into my accounts shortly". On querying what was meant by shortly, I was informed it would normally be 3-5 days. My reply was as I think normal people would agree, as the funds were debited immediately, they should be returned in the same manner. I still await a reply on this one.

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3:40 pm EDT

Mountain Warehouse keswick cumbria store.

Hello. I am just writing with a complaint about a member of staff at your Keswick store today (13th May). My husband visited today with our 2 year old son who was sat quietly in his pram eating a sausage roll. My husband was approached by a member of staff (male) and told that my son wasn't allowed to eat in the store. I could understand if he was running round with the sausage roll and touching all the clothing but he wasn't. He was sat quietly causing no harm. Please tell me this...Why do you allow dogs in-store but won't allow a child to sit and eat his lunch? My husband seen a large dog which was on a lead but brushing against all the clothing as it walked along. That's not acceptable in my eyes. We are locals living in Keswick and have spent a lot of money in that store over the years. My husband was going to buy a fleece for my son but when he was approached by the rude unpleasant man he decided against it. We will not be returning back to the store which is a shame but we do not accept being treat like this in our home town.

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10:16 am EDT
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Mountain Warehouse lost returned items

On 5th April I received x 4 pairs of trousers from an online order. I returned x 3 pairs, all in one postal parcel with both delivery notes. Mountain Warehouse have processed the refund for one pair but say they didn't receive the other 2 pairs. Which is clearly impossible as they were packed together.
They have said this is just my bad luck and they are unable to refund the remainder

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7:31 am EDT

Mountain Warehouse waterproof boots

I do a lot of walking and needed a new pair of walking boots. I purchased a pair of Isodry walking boots from Mountain Warehouse in Hereford. I bought them in December 2017. On the box it says that they are waterproof. I have the original box and it states on the side 'rapid waterproof womans boot' and in the feature list it also states "waterproof". I wore them for the first in wet weather at the end of January and my feet got soaked. I took them back to Hereford but because I did not have proof of purchase the assistant did not help. She did state that the boot was only waterproof around the first 22mm and we should have been told this when buying.
On a trip to Cwmbran I took the boots into the shop there. The assistant was very rude & abrasive towards me & my daughter. He said the exact same words as Hereford.
Having looked up about the boots on the PC I can understand why these people were rude. I read that Mountain Warehouse were told that the Advertisement stating that boots were waterproof, was MISLEADING.
That was in April 2017 I bought in December 2017

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1:31 pm EDT
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Mountain Warehouse pakka women's waterproof jacket

I have today received my order - M3819929 - thank you.
The order included 2 Wash and proof and the packaging was not sufficient: The cap on one of these products was broken.
I am pleased with the jacket but not so pleased to see it priced at £31.99 on the attached ticket where I had been charged £37.99!
This is my first shopping experience with Mountain Warehouse and I hope it will not be my last.
Please could you refund me the difference in price as I seem to have been overcharged?
Susie Hanes
I have tried attaching photos but they are too big/ not in the right format - help please

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2:52 pm EST
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Mountain Warehouse product not delivered

Hi,
I had ordered a jacket on 11 Dec 1 am.
But the order till date is showing as processing. I had tried to call multiple time but was only put on comprised response to wait. Also mailed twice no response till now.
I only bought online since I didn't have time to go to buy on week day but since already the weekend has passed I feel I would have been better off buying from the shop.
Confirmation message below.

Thank you for your order

Hello, we have received your order; your reference number is M3549262. Details of your order are included below.

Order placed on 11/12/2017 at 01:23:45

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2:34 pm EST

Mountain Warehouse not receiving an item

order number - M3465776
dispatch number- www5152773-01
order date 27-11-2017

Dawn Ventress
Croft barn
Newton - upon - Rawcliffe
YO18 8QA

I ordered 2 tops, one was delivered but the other was missing, I have been charged for both. I have emailed mountain warehouse and telephoned 3 times, but so far I haven't had any response to my email and nobody has answered the phone, after a while it goes to an answer machine, I have left my details on it but again I haven't heard anything.

The missing item is a camber womens fleece

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12:50 pm EDT

Mountain Warehouse weekend 'next day delivery' option.

Dear Sir

I recently placed an order that I needed quickly, so chose next day delivery. This was your confirmation of my order:

"Great news! We've recently dispatched your order. Your order reference is M3106403. Order placed on 30/07/2017 at 14:18:12"

I expected my delivery on 31/7, however I got my items on 1/8, a two day delivery. I contacted your Customer Service Team, ref [protected] to complain and got the following responses:

"Our delivery information does advise orders placed over the weekend are processed on Monday and in the case of Next day delivery due to arrive on Tuesday."

Pointed towards - https://www.mountainwarehouse.com/help/delivery/

I challenged both, arguing that nowhere in your order process, does it alert/point to either of the above, if ordering on a weekend. I stand by that argument and did a dummy order today Aug 5. First chance of delivery option at https://www.mountainwarehouse.com/basket/. No mention of any weekend order alert. Second chance "Choose Delivery Service. Again, no mention of weekend alert.

I suggest that your 'next day delivery option' when placed on a weekend, should clearly state that the items won't be delivered until the following Tuesday. A simple statement would suffice at your https://www.mountainwarehouse.com/basket order point. Quoting your response above is not satisfactory and, I argue, could be seen as misleading. After all, nothing alerts a buyer to those terms.

I just want you to be completely transparent on 'weekend next day delivery Terms'. Don't hide the detail, with no alert to it. Please refund my premium delivery option.

Yours Faithfully

Mr Sanders

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2:14 pm EDT
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Mountain Warehouse misleading offers

I ordered an Omega women's long jacket price £29.99 style number 021381 from your website order number M2997219 using click and collect.
On 10.6.17 I went to Wyvale Garden Centre in Rugby to collect it. I was served by Angela.
I tried the jacket on but did not like it. I did however like another jacket Style 007413. Although reduced it was £20 more expensive that the first jacket. I did however have a Mountain Warehouse booklet stating that all items (even reduced ones were 15 percent off with relevant code). When I put this to Angela she said that it did not apply to the jacket I was buying as it could not be returned.
I duly paid the £20 difference but I was not happy.
If you state all items are 15 percent less, then they should be.
I intend to pursue this so await your reply with interest.
Cecilia Walker
[protected]@gmail .com

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2:36 am EDT

Mountain Warehouse disappointing experience

I have ordered three items from www.mountainwarehouse.com and the sizes were totally incorrect, so I contacted them and told that I want to send everything back and get a refund. They told me that I have to provide them pictures of the items, proof of payment and my personal information. I did as they said but there was no response. Then I contacted them again and received the same exact answer that I need to provide some information. I sent everything for the second time and finally received a reply from a real person! They said sorry and told that they don't do refunds or exchanges! I really loved this shop, they have super quality products and now I feel betrayed.

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7:11 am EDT

Mountain Warehouse seller took wrong sum for the order

My husband bought outdoor equipment from the company www.mountainwarehouse.com. He provided the card info and the payment was taken within 2 days after he has placed the order. But the seller turned to be really dishonest guy, because he took wrong sum from my husband. And he hasn’t warned him. My husband waited for the order, but accidently noticed the difference between the sums. After that the seller stopped to communicate with my husband. Please, help us to solve this problem and get money back.

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Vicky julier
, GB
Sep 21, 2019 11:22 pm EDT
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I purchased what I thought was a pair of boot laces. When I arrived home I went to replace my old laces with the new ones only to find only one boot lace, even though it quite clearly say on the packaging laces. I will be contacting trading standards about this. Very disappointed

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Vicky julier
, GB
Sep 13, 2019 11:31 am EDT
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I purchased some boot laces from mountain warehouse. When I got home and went to put them in my boots, there was only one lace, but it quite clearly says on the packaging laces not lace. You would have thought if it says laces you are buying a pair not one. At the bottom of the label it also quite clearly says " replacement laces".

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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