Mountain Dog Reviews

Name: Mountain Dog
Address: 17 Endeavour Park, Nelson Park West, Cramlington, Northumberland
Rating: 4.92

4.9 Rating 6,469 Reviews

99 %

of reviewers recommend Mountain Dog

4.9

Based on 6,469 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	98%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	5 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

About Mountain Dog:

Mountain Dog are proudly the UK's Premier Dog Outfitter.
Established as a home-based business in 2017 when our border collie pup, Denver, joined the family. Since then our business has grown rapidly alongside this fluff ball who still acts as our ambassadog and chief tester of many products.

Today we have now served well over 150,000 customers and our business, whilst still small and family focused, occupies over 5000 square feet and is full of amazing dog products for the active and not so active pup alike.

We are proud to be a leading independent partner of world class brands such as Ruffwear, Dog Copenhagen, Kurgo, Kong, Non-stop dogwear, K9 Sport Sack, Rukka, ChuckIt!, Kong, EzyDog and many more.

These quality brands are all complemented by a full range of dog care accessories and our own brand of food, accessories and treats.

Based in beautiful Northumberland our business sells on-line and at major dog events throughout the country such as Crufts.

Customer service, fast delivery, providing quality items, timely advice and all with a smile is at the heart of everything we do. We dont get it right all the time but this is always our objective.

Be assured we genuinely care, we are a small but experienced team and love to help.

Our Goal: Happy Customers with Delighted Dogs

Visit Website

Phone:

01670343010

Email:

bark@mountaindog.uk

Location:

17 Endeavour Park,
Nelson Park West,
Cramlington
Northumberland
NE23 1XA

Mountain Dog 5 star review on 8th February 2026

2094

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This item was ordered a week ago, I paid £3.99 postage, I got absolutely no tracking details apart from it had left Mountain Dog and when I tried to track it the item was sitting in exactly the same position.”

Helpful Report

Posted 2 months ago

We're so sorry to hear that your order parcel didn't arrive as expected. Rest assured your order was fulfilled and passed onto Royal Mail our first working day after your order was placed. As you can imagine Royal Mail and all carriers experience a very high volume of parcels passing through their network as everyone gears up for Christmas. This can put strain on their systems, which we fully understand can be frustrating. The good news is, on checking your order tracking details your order was delivered earlier today before you posted your review. Thank you for your review and for supporting our small business.

Posted 2 months ago

“Very disppointing customer experience with this company. I ordered a new type of dog harness, but from a brand we already use. I re-measured to make sure the fitting was correct before ordering, as this was an expensive and specialist harness. On first fit it seemed fine. We removed tags, but immediately when walking for the first time, our dog experienced significant discomfort due to the design of this particular product. I contacted customer service to request a refund, partial refund or credit note, as the item was still in perfect condition, the discomfort being a few minutes into a road walk and harness removed immediately. Any return was refused and I was advised that, with that particular harness, I should have ordered a size down than usual, though this is not detailed on the website and the measurements I took matched the size guide on the website. All in all a very disappointing purchase experience, and an expensive mistake buying from them!”

Helpful Report

Posted 1 year ago

As a small business we always want to do the best by our customers and we are so sorry to hear you feel this wasn't the case for you. On review we can see you engaged our CS team who quickly responded, but due to you advising the worn condition of the item, we asked you to refer to our return policy to verify it met the criteria - Our team didn't reject this but just want to ensure the condition on return would be acceptable and within policy. Be assured if an item is pristine and in as new re-saleable condition a return would have been sanctioned without question. Regards the sizing comments the guides from Ruffwear have always proven very reliable on this longstanding product but we always advise a try on at home before taking it out into the wild as you can never confirm fit until the dog meets the harness.

Posted 1 year ago

“Package not arrived.”

Helpful Report

Posted 1 year ago

Hi Ana, Thank you for taking the time to leave a review. The good news is your order was sent on the 2nd of April, the first working day after placing your order. As your order was sent to an international address from ourselves here in the UK, we do quote a minimum of 14-28 days due to custom processes and handling time. Your tracking updated on the 6th of April to let you know your parcel was leaving the UK. We now find ourselves in our carriers' hands as they work to process and deliver your parcel. I hope this helps. Best wishes, Mountain Dog Team

Posted 1 year ago

“It hasn’t arrived yet , ordered a week ago”

Helpful Report

Posted 2 years ago

Hi Andrew We can see the item you ordered on the 19th December was confirmed as delivered on the 20th December - can you kindly reach out to us. We pride ourselves on quick delivery and it seems all is well with your order and we dont have any correspondence from you? Thank you and merry christmas

Posted 2 years ago

“Only had about 2 months and the collar snapped at the clip not happy at all as wasn’t a cheap item. Only purchased as was recommended as a good collar. Not worth the money”

Helpful Report

Posted 3 years ago

Many thanks for your company review - We are so sorry to hear you are having an issue with this. Ruffwear have a great warranty ad thankfully issues are rare but do get resolved quickly for genuine claims - please contact our customer service they will be very pleased to review with you.

Posted 3 years ago

“If I could have given no stars I would. Used the size guides. Measured our pooch 3 times. Coat arrives after over a week waiting. It's massive. Send back. Another 2 weeks for refund (minus thier carrier charge, and I had to pay to return). What a bunch of jokers. Better companies out there.”

Helpful Report

Posted 3 years ago

Thank you for sharing your views Daniel. We can see you ordered the item on the 1st October with standard 3-5 day delivery and it arrived on-time right at the front end of that estimation. Further to this the refund was committed within 24 hours of the item arriving back with us. Whilst we are never happy to receive such feedback your comments don't accurately match how quickly we managed this.

Posted 3 years ago

“Have still not received my order and really disappointed in length of time it’s taking”

Helpful Report

Posted 3 years ago

Hi Patricia, We're sorry to hear your order hasn't arrived with you as expected. Upon further investigation, it does appear that this is being returned back to ourselves by Royal Mail for the following reason "not possible to identify the delivery address." One of our representatives has reached out to you to confirm your address in full. Best wishes, Mountain Dog Team

Posted 3 years ago

“It doesnt stay closed. Very disappointed”

Helpful Report

Posted 3 years ago

Hi Kay, We are sorry to hear you were not 100% satisfied with your order - this is never what we want to hear! Feel free to contact our customer service team via email at basecamp@mountaindog.uk or our online chat between 9AM and 4.00PM. Best Wishes, Mountain Dog Team

Posted 3 years ago

“I AM yet to receive my order”

Helpful Report

Posted 3 years ago

Hi Lynne, Thanks for taking the team to leave a review - I'm sorry to see you've decided to leave only 1 star for our company. With your order being placed on Saturday the 1st of October, it unfortunately didn't leave us until Monday the 3rd of October, due to the Royal Mail strikes. Based on the tracking for your order, which was emailed to you on Monday morning, this will be delivered to you today, the 5th of October (within our SLA of 1-2 working days for speedy shipping.) Best wishes, The Mountain Dog Team

Posted 3 years ago

“Probably OK if used on a chihuahua. Hopeless on my springer spaniel. He easily bottoms out the elastic so it's not absorbing the shock.”

Helpful Report

Posted 3 years ago

Hello Andrew, We are sorry to hear you were not 100% satisfied with your order - this is never what we want to hear! Feel free to contact our customer service team via email at basecamp@mountaindog.uk or our online chat between 9AM and 4.00PM. Best Wishes, Mountain Dog Team.

Posted 3 years ago

“Never received”

Helpful Report

Posted 3 years ago

Hi Adam Your item was confirmed delivered just two days after your order. I have checked the tracking and all is ok. I will ask a customer service member to contact you.

Posted 3 years ago

“It punctured on first play.”

Helpful Report

Posted 3 years ago

Hello Karen, Thanks for leaving us a review. We are sorry to hear you are not completely satisfied with your order! Here at Mountain Dog, we are all dog lovers, and we understand the disappointment when a new toy is damaged. As with all of our toys, we advise that you assess the durability of the toy before engaging in play with your dog. Whilst these toys are designed to be durable, they can be susceptible to damage. We do have a few ranges on our website that may be better suited to your dog's play style. Our more popular tough toys come from the Kong Extreme Range or alternatively, the Kong Core-Strength Range. We do hope to see you again in the future :)

Posted 3 years ago

“I got small squeaky Chuckit balls for my Bichon Freis which were a waste of money. One arrived without a squeak but had fallen out of its' card carrier into the box, the other upon testing gently just pressing 1/4 inch squeaked once! Very fragile, my DeeDee is still disappointed when she picks her ball to play with. Delivery seemed to take an age too. I am looking for alternative suppliers for hopefully a better outcome.”

Helpful Report

Posted 3 years ago

Hi Kimberly, Many thanks for leaving us a review. I can see your package was delivered within our SLA for standard shipping (2 working days). The packaging from ChuckIt products is minimal by design. This is great for our planet, but unfortunately means the cardboard can be damaged quite easily. I'm sorry to hear your disappointment with this. As for the ball without the squeak, we would love to resolve this for you. Please contact us on our customer contact email and we'll help you sort this: bark@mountaindog.uk Best wishes, Mountain Dog Team

Posted 3 years ago

“Can’t comment on the goods are still not received them. Order placed 10 days with 48 hour delivery from dispatch. They have been in the sorting office in Bham for days. Have had to buy products elsewhere as a result. Contacted Company twice and been told they tend to turn up sooner or later and as the order had been shipped I couldn’t cancel it. Not much use when I picked my puppy up last Saturday. It’s a shame when Companies are let down by poor delivery but I think more could have been done to chase my parcel up. I run a £10 million turnover mail order business so I know what can and can’t be done when an item is shipped and goes missing or gets delayed. If it does turn up will I be expected to pay for the return and I’ve been sent a form to claim directly from the post office myself if it doesn’t arrive. Not a happy customer won’t use again”

Helpful Report

Posted 3 years ago

Hi Kate, Unfortunately, if there are any errors on the address when placing your order, it can take Royal Mail a little longer for delivery - they need to reroute this to the correct address. I'm glad to see this has now been resolved and your items have arrived safely! Many thanks, Mountain Dog Team

Posted 3 years ago

“Still trying to gey a replacement for dog carrier that arrived broken”

Helpful Report

Posted 3 years ago

Hi Rachel, Thank you for taking the time to leave a review. I'm happy to see this is currently being dealt with, pending an image of the damage. Many thanks, Mountain Dog Team

Posted 3 years ago

“Bought Hurtta weekend warrior harness, very dissapointed, even though it was slightly tight, she could back out of it. £3.99 for p&p, £3.99 to send it back.”

Helpful Report

Posted 3 years ago

Hello Garth, Sorry to hear you weren't happy with your order. Whilst the Hurtta Weekend Warrior harnesses are great, they are not for dogs who like to escape. We do offer a small range of Houdini proof harnesses which can be found on our website. You may find something that is more suited to your dogs needs than the Weekend Warrior can offer. You can find the harnesses here by following the link below: https://www.mountaindog.uk/collections/houdini-harnesses.

Posted 3 years ago

“Disappointed that mountain dog customer services haven’t bothered to reply to my email. The product itself is excellent, but the size is not right for my dog. I wanted to return for a smaller size, but haven’t heard a thing. Shame really.”

Helpful Report

Posted 4 years ago

Hi Jack, I'm so sorry to hear you received no response. We did implement a new system at the beginning of the year, and it appears your email got lost in the switchover period. The Customer Service Team will reach out to you right away to get this resolved. We cannot apologise enough for this error, and if we can do anything else to rectify this, please do let us know. Many thanks, Mountain Dog Team

Posted 4 years ago

“I wait one month for my package arrive to me, because I trusted on the website and I was very happy and anxious I would have a good cat litter for my cats. And after a long wait, my product never arrive to me, yes I had my refund , but you guys did not worry to send me again to test or to start using your products…”

Helpful Report

Posted 4 years ago

Hello Vitoria, We are sorry to hear that this has happened to you. Unfortunately once it was shipped from Mountain Dog Warehouse, it was stuck in customs at the border. It ended up coming back to our warehouse which we were informed that it wasn't able to get through customs due to a unforseen error. It has left us with the unfortunate decision that we are not doing international shipping due to the inconvience that the EU Brexit has caused with getting parcels through the border. We completely understand the frustration that you have towards this and unfortunately, we were not able to fufill your order due to these circumstances. We have refunded your whole order included your shipping. We appologise again for the inconvience this may have caused you. Thank you for shopping with us and we hope to see you again soon.

Posted 4 years ago

“The website says expert advice, I rang customer services and spoke to a woman who had little knowledge of the dog coats and was hopeless on advice. Prices even on Black Friday not really competitive. Website description of items not really helpful information. Not keen to order again from Mountain Dog.”

Helpful Report

Posted 4 years ago

Hi Sarah Many thanks for the comments - we appreciate you buying 10 of our Black Friday Specials from us and note we are exchanging a coat you purchase from us for you so I'd love for you to contact the team to understand your sentiment as it doesn't balance with what we can see this side. We strive for the best customer service and any feedback you can provide will help improve future service. Our reviews shown herein demonstrate a great level of service but if we've gone wrong somewhere do let us know.

Posted 4 years ago

“Ordered a head harness on 13/11, as of 23/11 I still haven’t received it so can’t write an actual review this is more covering the service so far.”

Helpful Report

Posted 4 years ago

Hi Stuart, So sorry to hear you have had this issue, if you would like to contact us bark@mountaindog.uk we would be more than happy to help.

Posted 4 years ago

Mountain Dog is rated 4.9 based on 6,469 reviews