Mountain Warehouse
Reviews and Complaints

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.

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

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

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!

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

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.

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

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.

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

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

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.

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.

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

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

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

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

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

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

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

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.