Mountain Warehouse

I returned an item that didn’t quite fit right and didn’t receive a refund . Zero customer service . The lady at the store told me that they had sizing issues all the time and a refund should be processed soon. Over a month and nothing . Felt scammed.

Do not buy from this bodgy company. I tried to cancel order 3 hrs after placing order and seriously its all AI. there's no communication Customer service or support. Apparently products are cheap and nasty quality.I would not recommend to buy from this company. Don't buy from this company. You can not cancel an order. Theydont respond at all. Show details

Do not order from this company. Delivery stated within 12 days, 20 days later still no sign . Going away tomorrow and have no shoes thanks to this joke of a company. Do yourself a favour and shop elsewhere . And should you need to contact services , prepare for a long wait because they are always conveniently busy! Show details

Currently waiting for an order of basic clothing items. Ordered over 9 days ago and it took a week for them to send the Aust Post shipping tracking number however it was only a label created and nothing has actually been given to Austalia Post.

This is the 5th purchase I've made and I'm happy with all items. Quality is excellent as is delivery. This purchase was for a pair of water resistant black, fleece lined pants. Ordered a size 18 and the fit is snug at the waist so perhaps buy one size up. Show details

I just want to take a moment to express my gratitude for the exceptional customer service provided by Lorti. I understand it was very early in the morning in the UK when I reached out from Sydney and your support truly felt like first class. Thank you for once again for your amazing help. I wish you all the best for the future.

Great quality, would 100% shop here again – After reading the negative reviews I was a bit wary but honestly our experience has been fabulous. We placed two orders totalling about $1400 for a family ski trip. From this lot we sent back about $400 in returns from the second order as we'd bought a range of ski pants sizing while on sale and we weren't really sure what would fit everyone.… Read more

Great quality items, notably better than we could source locally. Yes we were debited the $15 return fee but I was well aware of that when we'd placed the order. We also had free shipping on two massive lots of clothes so really can't complain.

The only real gripe we had was when speaking with a Mountain Warehouse representative. They weren't really able to tell us anything about specific items (large fit/small fit etc) and pretty much just told us to read the reviews on their website and Amazon. This was fine but rather time intensive.

Bought puffer jacket online. After a couple hours checking reviews and product info on the puffer jackets, product not as advertised. Attempt to get service or return product to the return address proved fruitless. Good products but recommend not buying online in Australia. Show details

I bought hiking shoes from them, first of all they didnt not state they were coming from overseas. The soes were finally delivered, to the wrong house by a carrier called DAI, who didnt care at all when I advised them I had not recieved the parcel, they sent me a photo of someone else house, where they had delivered them, and closed the complaint.… Read more

A week later and mountain warehouse have not even replied to my enquiry. I doubt I will ever see my shoes, or get a refund. I will NEVER buy from them again.

I made an order which was separated in two orders ,of which one never arrived. I called and emailed , emails were not responded for a week, when calling the support indicated that they would check and get back to me. No one ever did , it took a number of calls to confirm that the order was lost and found given. I did not have good experience with customer support , I accurately claiming that they would reorder when they never did. Show details

Solihull store I’ve visited the Solihull store multiple times looking for 3/4 size furry boots with velcro fastenings. While stock has always been unavailable the bigger issue is the staff’s attitude. One man, around 40, was particularly unhelpful, he even turned his back to me fiddling with some papers while speaking to me and I said that I… Read more

couldn't hear him as his back was turned to me, he didn't respond so I walked out.

Overall, the staff seem uninterested in assisting, and I now dread going in. Very disappointing customer service.

Occasionally they have some good stuff, but I generally only buy sales items, and I got some good hiking pants, cute summer dresses and ski wear. However, I repeatedly bought fun enamel kids mugs, which are handy for on the go coffee, but these chip so easily and then tend develop rost on the inside. Most recently, I carefully chose a sleeping… Read more

bag, luckily much reduced in the sale, as it turned out that it is neither washable nor can it be dry-cleaned, which isn’t mentioned anywhere in the product description, and you can’t open the bag to see the care label! These aren no way sustainable products! I have a cotton liner, but sooner or later, I will have to wash it anyway, so wait and see, but what an absolute joke! I tend to order for pick up in a store, and recently they shipped the same order twice, so just as well!

I highly do not recommend Mountain Warehouse for ANY purchases you are better off going to Macpac or Kathmandu for your purchases as it will save you the on-going hassle! I placed an order over a month ago & never received tracking. I had to follow them up which I was then advised that they didn't have 1 of the items in stock and said they would… Read more

refund & then re-send the items out... it has been 2.5 weeks and still no items and better yet NO REFUND! extremely dissapointing.

Bought mens hiking boots ( around $100 aud) from what I assumed what the australian site/ supplier. Having bought something previously ( a rain jacket) which was supplied locally and arrived relatively quickly, I was disappointed to find this had to be shipped from the UK and tooks weeks to get here. The boots are just Ok, the insoles have minimal… Read more

support and will need to be replaced with something better. Quality overall is like something you could buy on Temu for about one third the price. Unsurprising I guess, as these boots are made in China also.

I ordered hiking gear for my trip, and although the website stated delivery would take 4–6 days, it actually took 2 weeks—by then, I was already away. Since I no longer needed the items, I returned the parcels unopened. They charged $10 per package for the return. After several emails and follow-ups, I was eventually sent a free return label by… Read more

their manager. Once the items reached the warehouse, I was refunded, but they still deducted $10 as a return fee.

To make things worse, I had ordered 4 items but only received 3. This error was only acknowledged after I contacted them, and I never even received an apology. Overall, a very disappointing experience—this was my first and definitely my last order with Mountain Warehouse

I am extremely unhappy with the customer service I received from Mountain Warehouse. The level of support was shockingly poor and has left me completely frustrated. When I reached out about a delivery issue, I received no real assistance at all. It took far too long to get a response, and when I finally did, the answers were vague, unhelpful, and… Read more

dismissive. At no point did anyone take ownership of the problem or make any effort to resolve it.

The lack of communication was unacceptable. I felt like I was going in circles, repeating my situation over and over, only to get no resolution in the end. For a company of this size, the customer service is beyond disappointing – it feels like once they have your money, they simply stop caring.

I would not recommend Mountain Warehouse based on this experience alone. Poor delivery support paired with unresponsive and unhelpful staff has ensured I won’t be shopping here again.

I made an online purchase and was told shipping will be done within 24 to 48 hours, but it’s been past 48 hours and no one knows what the status is and they say they need to check with the warehouse. There is no transparency and I am getting different advice from different members. Don’t rely on information on their website and expect. Show details

They only ship using DHL who refuse to deliver anywhere other than a house or business. They do not offer any suitable delivery options for people who work full time and can’t have parcels delivered to their place of work. This level of inflexibility is a joke in this day and age. Ended up having to have my order cancelled. Very disappointing. Show details

I wish I had looked them up earlier - my review is as negative as for another 100 folk! I have ordered a few products, totalling $400+ and a week later they are still in NZ! First of all, if I knew that it is not an Australian business / one without an AU facility, I would have chosen another one. Secondly, support is inexistent. Bots just make… Read more

you go around in circles and they do not answer messages I have sent them. If delivery takes two weeks - you may just as well buy off of Ali Express. Very disappointed.

Purchased 2 ladies tops both size 16 but 1 is only a size 16 the other is probably a size 12 but labelled a size 16. make sure you try before you buy. Its not worth returning so Ill try to give it away, what a waste

Don't waste your money on Collie Womens Waterproof Running Shoes – Beware - Collie Womens Waterproof Running Shoes from Mountain Warehouse - I can't wear these shoes. They are well padded but the padding is tough and hurts my feet. I've tried different socks, looser/ tighter laces and only use them for walking, not running. I'm very disappointed. Mountain Warehouse won't offer me a refund or even an exchange for a different pair of shoes. I have wasted my money. Show details

Terrible service – I ordered a coat and socks in plenty of time according to their delivery description for a trip. The date for expected delivery came and went, on the tracking the item had cleared customs and was being handed to a delivery partner on the 3rd of December. I needed the items by the 13/12. I waited until the 9/12 to email mountain warehouse to ask… Read more

what was happening and that the items were required by the 13th. I couldn’t get a straight answer from customer service and then on the 12/12 I contacted them again to tell them to not bother delivering the parcel as it was too late and I had to quickly shop for items to replace what I’d been expecting. The customer service person said they would contact the delivery company to just send the parcel back. The parcel arrived at my house on the 19/12, while I was overseas. I had to organise the return and lost $15 for postage and handling. I was not happy with the experience I don’t know about the quality of their products but after reading other reviews I’m glad I bought another brand coat.

Low quality falling apart – Terrible customer service who don't get.back to you if problem with garment that's under 12 month guarantee..they're not interested despite showing willingness but don't come back..clothing is very low quality not fit for purpose ! For the record it doesn't make a blind bit of difference if I put my invoice number on this as they don't bother!

Terrible don’t waste your money – Can’t get a hold of anyone they don’t reply and haven’t received a refund . Also sent me socks that were all different sizes Don’t waste your time or money junk