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Blacks Reviews

1.8 Rating 267 Reviews
19 %
of reviewers recommend Blacks
Company Reviews Questions Metrics
1.8
Based on 267 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over 7 Days
On-time Delivery
Greater than 23%
Accurate And Undamaged Orders
Greater than 85%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.3 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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Email:

customercare@blacks.co.uk

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Blacks 2 star review on 28th October 2021
Kim Owen-Turner
Blacks 2 star review on 28th October 2021
Kim Owen-Turner
Blacks 2 star review on 28th October 2021
Kim Owen-Turner
Blacks 2 star review on 28th October 2021
Kim Owen-Turner
Blacks 2 star review on 28th October 2021
Kim Owen-Turner
Blacks 1 star review on 4th October 2020
Anonymous
Blacks 1 star review on 4th September 2020
Brendan
Anonymous
Anonymous  // 01/01/2019
Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Craig, Newquay, UK
Verified Reviewer
“Very rarely do I make the effort to write a bad review, as I believe negativity breeds negativity and I am generally a positive minded person. My recent experience with Blacks however, for other consumers sakes, I feel compelled to write this review. On ordering from Blacks last week, I ordered a pair of Black Montane Terra Mission Pants as well as a pair of merino socks for an upcoming trip to the lakes next week (hence time is of the essence in receiving these items) The website clearly stated there was stock, and allowed me to place order. It took roughly 5 days for an email to be sent stating my order has been dispatched, however my Terra Pants were unfortunately out of stock, so the order was cancelled. Irritating to say the least as I had waited days to find this out. On looking online, the item was showing as still in stock, and I was still able to order the pants. I phoned customer services who explained that the item wasnt in stock when dispatching, however, a new 24 pairs had come in that morning. I was told despite myself placing a new order, they could bit guarantee I would receive it. Strange way of doing business - selling items and taking money for which are wholly unavailable? I made a new order and waited another 3 days with no updates. I contacted customer services and had numerous emails with Catalin who wasn't very helpful at all, continued to tell me she could not guarantee my order, despite money being taken. I found the item in another store who have guaranteed delivery by 4pm tomorrow. Albeit more expensive, I am not willing to wait for Blacks to sort their proverbial out. I made the order with the rival company (Cotswold Outdoors for those who want a better store...much better in my eyes) On contacting Catalin to cancel my order, I've been told that she cannot cancel my order, and that I would have to wait until delivery before organising a refund by sending the item back. The fact that it merely takes a click of a button these days to cancel an order - How Blacks find this way of doing business economical and efficient, let alone 'customer led' is beyond me. Save yourself the hassle, headache and frustration and order elsewhere. I implore you, for your own sanity.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Without doubt the worst online experience ever ...customer service is absolutely terrible.... my item took over a week to arrive even tho the website claims 3 to 4 days ..the parcel didn't have my house number on it ...And even after it was delivered Blacks sent me an e mail claiming it was with a neighbour... my advice is shop elsewhere”
Blacks 1 star review on 4th October 2020
Helpful Report
Posted 3 years ago
John Hastwell
Verified Reviewer
“DON'T USE THIS COMPANY.... I have recently moved from Bedfordshire to Dorset. Wanted to buy a tent, paid for it using PayPal. Unfortunately, forgot to change the address on my PayPal account, so this was auto-filled as the delivery address. Alerted Blacks within the hour. Was told they can't cancel or edit the order and need to wait for the product to dispatch, so they can recall it from the courier. Informed them as soon as I received the dispatch notification. They said they couldn't see my order on the courier's database. Rather than taking ownership and checking again, they told me to contact them again in 24 hours. They are NEVER PROACTIVE, they just tell you excuse after excuse why they can't resolve your issue. Needless to say, this 24hr delay meant the courier delivered the order to my old address. Blacks said I signed for the product and should visit the address to get my tent. I didn't sign for the delivery and asked for proof of delivery and the signature of who signed for it. Blacks used the old, "Can't release that info due to data protection". So no refund, no tent, lots of wasted time and no help from Blacks. DON'T USE THIS COMPANY.... IF ANYTHING GOES WRONG THEY JUST DON'T WANT TO KNOW. I WILL NEVER BUY ANYTHING FROM BLACKS AGAIN”
Helpful Report
Posted 3 years ago
Wendy Gallagher
Unverified Reviewer
“The branch in wimbeldon is a disaster!!!!!!!!!!!!!, staff helpful and know there stuff the manager guy thats there needs the boot! He is so rude, he processed my refund, with no customer service, no eye contact and made me feel guilty for returning items that were genuinely faulty. He clearly has a massive chip on his shoulder as his attitude was so off putting I will never be returning to this company again! My first and last time for sure!”
Helpful Report
Posted 3 years ago
Hugh Cotter
Verified Reviewer
“Worst online company I ever have dealt with. ordered £1500 worth of camping gear over 2 weeks ago and after being told its shipped and giving a fake tracking No. they now say shipment is lost and might not have the tent in stock??? even though it shows stock online. Do yourself and your sanity a favour and avoid.”
Helpful Report
Posted 3 years ago
Nikki
Verified Reviewer
“Terrible customer service when you have to return any faulty items!!”
Helpful Report
Posted 3 years ago
Ian B
Unverified Reviewer
“Selling stock they haven't got. Unethical.”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“After over 30 emails I finally managed to get a refund on an item ordered over 41 days ago but was still 'being prepared at the warehouse', their excuse was they were having IT problems. First they offered a refund, then told me they couldn't refund. After I sent another email, they replied saying "unfortunatly, we can refund", so I pointed this out and they had to, the money has actually gone into my account. They would not contact me by phone and their phone support are not interested at all. Will never use or recommend this company.”
Helpful Report
Posted 3 years ago
Brendan
Verified Reviewer
“If I could give minus stars I would! Shocking service. Paid over £1000 for a bike to be told they don’t know when it will be delivered (after 7 days of waiting) company policy means they can’t cancel the order and I can only get a refund when/if it gets delivered and I return it. Surly this is illegal?!? Logged with Trading standards and will be contacting my bank tomorrow. Don’t buy form there’s cowboy as I think they may be going into administration!”
Blacks 1 star review on 4th September 2020
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Worst ever. NEVER order anything online with this company I have to agree with a number of recent reviews. This has to be the worst online shopping AND customer care experiences ever. If I could give zero stars I would too. Email confirming order stated standard delivery of 3 -5 days, and that they'd send another email once order has been dispatched; this was two working weeks ago and still I don't know status of my order. First contact with customer-care was five days after order was placed, to establish if order was just slightly delayed, which is understandable at this time. I waited three days with no response so I emailed and called again. At this point I was informed there was an "IT problem" and they couldn't tell me anything and I would need to wait longer. I emailed again two days later saying I needed to know by the end of the next working day where/when order was or I would have to cancel order. (The boots are needed for a trip, so I can't wait indefinitely without knowing). Again, having not heard from them by the time I asked for this to be concluded, two weeks after initial order I had to contact them again. Still unable to establish status of order, due to "IT problems", I requested order be cancelled and refunded only to be told they can't cancel order or refund me, and unable to tell me who could - or when! So, after weeks of trying to establish where my order is, I now fear that getting a refund is going to be as difficult and frustrating. I went with Blacks as I bought my last pair from them. - a big mistake. BTW, I have ordered the same pair of boots from a different company, who have emailed me twice, firstly to say order is received, and then secondly to say the order has been dispatched, in less time than I was on the phone to this shambles of a company this afternoon. Plus they were cheaper! Go elsewhere!”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Shocking customer service, the online automated system says my order is still be prepared in the warehouse, the phone automated system says it has been delivered (it hasn't), they are not answering my emails, kept me on hold for 11 minutes whilst wanting to speak to an actual human being who was no help whatsoever. They said the item is still in the warehouse but if I haven't received by tomorrow, I should call them again. They know I live in Greece so I will not get the item by tomorrow if it is still in their warehouse. Will never use this company again or recommend them to anybody. Going back to Mountain Warehouse and Snow & Rock, great service from both of these.”
Helpful Report
Posted 3 years ago
Anthony Jones
Verified Reviewer
“Refusing to send my order and refusing to refund. Been told by 3 people they're looking into why the warehouse won't send my item which they insist is in stock but no one then gets back to me after that. Absolute disgusting company.”
Helpful Report
Posted 3 years ago
Akbar A Mufti
Verified Reviewer
“Ordered a Jacket from store, my size wasn't in stock so they ordered online. 7 days later I get an email saying my order has been canceled contact store for a refund The store is a 60 mile round trip for me and they wouldn't refund over the phone. Rang Blacks online who told me the item is actually in stock but wouldn't send me it because they cancelled the order. I would need to go and get a refund 60 miles away and then reorder. I was promised 10% off next purchase but not off the jacket and next day delivery. That email never arrived either. Wouldnt put me through to a manager, wouldn't put me through to complaints. The store said I have 60 days to make the journey to get a refund on a jacket I have not received. An absolute joke, I'll make sure the directors hear about this from Linkdin and every other forum I can find”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“DO NOT BUY!!!!! Lept hetting stamdard text that order being processed. Eventually Got email to say order dispatched, 6 days later still waiting. Automated service saying still being processed. And almost imppssible to het to speak.to an actual customer service agent...... i will NEVER biy from this company again.”
Helpful Report
Posted 3 years ago
Dee
Verified Reviewer
“The customer service for returns is difficult and they are told the customer has to return the product, their expense. Wait for an opinion on the reasons why it is faulty. They will write and if they agree, will refund the money after 28 days and if they don’t agree they will send you the goods back. They also argued on the fact that the product was not faulty. I would not buy again from them, especially when their competitors deal with returns in such a better way.”
Helpful Report
Posted 3 years ago
Chris
Verified Reviewer
“Terrible customer service when something goes wrong. Sent me wrong item , ( brand, gender , colour and size ). Sent it back 7 weeks ago , still no refund. I have sent maybe 9 emails. They confirmed its arrived and would take 14 days to get my money. Yeah right ! No number to call , how convenient ! Think I will have to go to my credit card provider to do a charge back.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Terrible company. Disorganised, antiquated systems. It took 2 weeks for the order to arrive. In the meantime they had £317 of my money. Had to return the boots as they didn’t fit. I’m still waiting for a refund - nearly 5 weeks after ordering. They don’t answer emails. All you get is an automated reply. Unlike most other companies they aren’t up to date enough to cope with PayPal or Apple Pay refunds in their stores. Customer care tried to be helpful on the phone but I’ve had no response to my written complaints. Still waiting for my refund! Never again. I shall go elsewhere.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Appalling customer and delivery service. Don't bother with Blacks. Their view is that the customer is lying until they prove otherwise. Waited ten days for items to not arrive. Blacks only delivered part of my order then tried to tell me the order was complete because GPS coordinates of the delivery van passed the delivery address. (I suspect they are out of stock and didn't bother updating their systems) So I need to wait 28 days for Black to investigate them not delivering the item and in the mean time I have camping booked so need to go somewhere else to buy another tent and be out of pocket due to Blacks failure. What Blacks should do is deliver the item and then investigate the delivery problem. If they find the customer at fault then address this issue, not leave a customer hanging and effectively calling the customer a liar until proven not guilty by a 28 working day 3rd party investigation! Just appalling service. Will never buy from them again.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Ordered a tent 10 days ago... kept receiving a message from Blacks’s saying working it’s way through the Warehouse. Then received a message saying order cancelled and refund in 5-7 days! Item still on the website as still available!! This happened last Christmas with an order for a rucksack too - will not use Blacks again!!!”
Helpful Report
Posted 3 years ago
Peter Graham
Unverified Reviewer
“I bought a pair of bergaus hiking boots from your store and the stitching in one boot has come apart which I think is a defect but I'm no expert. I emailed bergaus directly and this was there response; ref:_00D0Oqty6._5001r2re3cy:ref Subject: Boots       Hi, Thanks for getting in touch. We always like to know when you think a piece of kit has let you down and we’ll do what we can to put it right. Quality is a key thing for us so when you think something has failed we take it very seriously. In fact we have a team dedicated to casting their expert eyes over your returns to check out materials and manufacturing for faults. So, we are most definitely on your side. Here’s what to do first. 1. Take the kit back to the store you bought it. Sorry, we know it may be a trek but the store is actually where your legal rights lie and they can sort it quicker than us. Don't worry if you're passed their usual returns period - they must still handle your return if the item is faulty. They can either: - Replace it. - Give you your money back on the spot. - Send it to us for inspection at no postage cost, but this is at their discretion. When it comes back to us, our team will assess it. This can take up to 10 working days. We’ll then let you know whether it’s a fault, or general wear and tear. If it’s a fault, we’ll try and replace the item for you, or if that’s not possible, you can get a full refund from the store that you bought it from. Job done. 2. If you bought your item on holiday, you can return to any store in the same chain, or some independent stores prefer you to post returns directly to them. The phone number’s usually on the receipt so give them a ring beforehand to check what’s best. 3. If the store has already told you to get in touch with us, they are passing the buck a little. Please take this email and ask them to help you again. We have an expert team with a keen eye and they’ll help you all they can when a product is genuinely faulty. However, we can’t help with things like general wear and tear, age or accidental damage. That’s just general use and when its time’s up, its time’s up.   Many thanks Matthew Customer Service Advisor Berghaus             TERMS AND CONDITIONS - PRIVACY POLICY Berghaus Ltd. Berghaus Customer Service, Unit 2 Walker Industrial Estate, Walker Road, Blackburn, BB1 2QE. Registered Address: 8 Manchester Square, London, W1U   I have taken the boots back to blacks and your staff wouldn't help, they told me they would not take the boots back and they would not take and forward them on to bergaus and await there direct response and I was to do so myself and they couldn't help. I have now contacted bergaus directly and inform them of my conversation with blacks staff and there unwillingness to even consider to send them back to bergaus directly for there investigation to the stitching problem. I feel very disappointed in blacks as I've shopped there alot ie, clothes, boots, camping equipment, tents, gadgets etc, before lock down i purchased £450 worth of goods in one visit and I feel you'll take my money ASAP but one problem I have ever had and blacks have really let me down and not even consider helping me. Disappointed customer who will be shopping elsewhere. Sent from my Samsung Galaxy smartphone.”
Helpful Report
Posted 3 years ago
Blacks is rated 1.8 based on 267 reviews
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