Review Time
I visited the Staines store today (28/02) I would just like to say Amber and Aaron were extremely helpful and informative. Amber greeted us as soon as we walked in. We had a D of E checklist so she knew exactly what we needed or what would be better for my daughter as she immediately asked what award she was doing. At the till point Aaron was also informative especially with the packing of the back pack and what water bottles to get. Collectively they made our trip very successful and no stress at all. Thank you.
I ordered online and returned most of my items in store on December 30, 2025. I did receive some communication after the return; however, the refund was not processed within the timeframe that was provided. After waiting beyond the expected period and experiencing long hold times by phone and disconnected live chat sessions, I sent a formal follow-up email requesting an update. Although the refund was eventually credited back to my account (after more than one month), I did not receive a response to my follow-up communication. The complete lack of communication left me feeling frustrated and undervalued as a customer. While the quality of their products is good, my return process was deeply disappointing. I hope they improve their customer service, but sadly, this will likely be my last experience with them.
Terrible experience with customer support. We spent over £500 on ski wear, but when we inquired, we were informed that there was no blue light discount available. After discovering it was indeed offered, the support team advised us to email our receipt and card details for a refund, promising to avoid the hassle of returning items and repurchasing. Two months later, there has been no refund, no response, and no way to reach anyone. It's another instance of a high street chain that may soon find itself losing customers to online shopping due to such inadequate service, leaving customers financially burdened. We are still trying to resolve this issue, but with no success.
This is the second time I’ve encountered exceptional customer service from the company, which truly reflects their reliability. I want to acknowledge the team members for their professionalism, efficiency, and genuine care in handling my situation. They kept me well informed, listened to my concerns, and resolved the issue swiftly, transforming what could have been a frustrating experience into a very positive one. It’s incredibly reassuring to know that the company supports its customers when things don’t go as intended. Excellent service all around, thank you!
I had a fantastic experience overall. I made a click and collect order, and it was ready in the store as anticipated. However, I couldn't pick it up personally. The support team was very accommodating and, as a kind gesture, arranged for it to be sent to my home without any additional charges. This level of customer service truly impressed me and was greatly appreciated.
We purchased snowboots and were initially drawn in by the positive reviews on the website. However, I regret not checking reviews on another platform. As other users noted, water began to seep in after just a few minutes of walking in melting snow. The company responded by stating these snowboots are designed for cold, dry, or lightly snowy conditions, aiming to keep feet comfortable on snow and ice. They suggested that for wet or slushy conditions, we should consider their waterproof options in the future. It seems absurd that we need to invest in different snowboots when even regular shoes can handle melting snow without leaking!
I bought a coat at a local shop on Christmas Eve, but it was out of stock there. They ordered it from the warehouse and shipped it to my home without any shipping charges. It arrived the day after Boxing Day. Truly outstanding service!
I purchased some walking shoes for an 8-week trip to a destination. I spent around £85 on them. Unfortunately, just a month after the purchase and 18 days into my trip, they failed with a piece coming off the sole. This has disrupted my travel plans, forcing me to alter my itinerary to find new shoes. I'm very disappointed; the quality is clearly lacking. While they might be under warranty, that doesn't assist me while I'm away. I recommend seeking better quality options from other sources. I have photos of the damage, but this platform doesn't allow sharing images.
I reached out to the company regarding an issue with the zipper on my vest. Initially, I didn't anticipate much beyond sharing my experience. However, a few days later, I received a response from a representative who assured me they would assist with my case. They confirmed that the zipper defect was a manufacturing error and issued a refund along with an apology for not providing a replacement due to stock shortages. Thank you to the representative and the company for their outstanding support; I will definitely continue to purchase from them in the future.
The service demonstrates a complete lack of customer care. They claim to have a live chat option, but it’s nonexistent! They also state they respond to emails within five days, yet I have messaged and emailed three times without any reply in that timeframe! Their emails provide misleading information regarding returns. Additionally, my parcel arrived with paper labels covering rips and tears in the bag, which is unacceptable! Overall, it was a dreadful experience. I will not be returning! In response to the company's reply: It's unfortunate that their customer service couldn't reply as swiftly as they did to me! Reaching out to them seemed futile! I eventually managed to return my purchase, but not thanks to their lack of communication.
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HELPING EVERYONE ENJOY THE GREAT OUTDOORS
At Mountain Warehouse we want everyone to enjoy the great outdoors and we'll help keep the whole FAMILY warm, dry and active – including the dog!
Founded in 1997, we’re the UKs’ largest dedicated outdoor clothing and equipment retailer and have been offering our customers unbeatable VALUE for money and outstanding quality for 25 years.
We pride ourselves on our in-house designed and developed product ranges and in recent years we’ve added a curated selection of products from other brands. Now, through the addition of our Mountain Warehouse Marketplace, we’re partnering with more sellers and brands to bring you our widest ever CHOICE of products across even more categories.
Like you, we’re on a SUSTAINABLE journey so we’re introducing more sustainable materials and packaging whilst minimising waste and the impact we leave behind.
So, whether you're planning on travelling the world or exploring closer to home, we have what you need for your next ADVENTURE.
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