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Cotswold Outdoor Reviews

2.8 Rating 87 Reviews

46 %

of reviewers recommend Cotswold Outdoor

Company Reviews

2.8

Based on 87 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Telephone

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Anonymous

Anonymous // 01/01/2019

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“Bought an event shelter from them online. It was faulty. Online customer service abysmal, nobody would get back to me, had to keep phoning and chasing. They intimated that they would send out a replacement item once this was returned, however it had taken SIX weeks for them to get round to arranging a courier, and now this event shelter is In short supply, and they can not provide a replacement. I have bought accessories specific to this shelter from another seller so can’t return them , but now to get this shelter replaced, the price has shot up dramatically. The 6 week delay in my opinion is negligent and I feel totally misled by the team . I am out of pocket due to their incompetence. AVOID”

Posted 3 years ago

“Online order 10th August (10 days ago) Items in stock at time of order and registering as in stock on the CO website every day since. I tried to phone customer services yesterday as no dispatch note received and delivery time window expired. No answer! Emailed customer services for update and got a standard ‘do not reply’ email from them some 18 hours later to say delivery delayed as they are busy but no revised estimated delivery date. Whilst I am happy to wait another few days, having read other recent reviews I am unhappy with the uncertainty and non human customer service and I am wondering if I will ever receive my order! This is my first online order with this company so not the best first impression”

Posted 3 years ago

“I ordered a cycling Jersey and received an order confirmation. Two days later I got an email informing me my item was not in stock, and to choose another. I did this and again received an order confirmation. After 3 days I had not received a despatch confirmation so I sent an email and received a response stating yet again out of stock and they weren't getting any more stock. No alternative offered. This company has no idea what they have in stock and take days to process orders. Still waiting to see if I get the refund I requested. They say retailers are desperate for business, but not this one it seems. Avoid and buy from a reliable retailer.”

Posted 3 years ago

“Visited the Keswick shop twice on our holiday, once for a waterproof jacket and once for a backpack. I was impressed by the friendly and efficient service. All staff were professional, courteous and welcoming, helping everyone cope with hand sanitising and the one way system with good humour. Both staff I spoke to in detail were extremely knowledgeable and helpful, able to give good advice without pushing for a sale. I would definitely recommend this store.”

Posted 3 years ago

“Very poor selection of equipment. Narrow range of shoe and clothing sizes. Advertise stock when the items are no longer stocked. Overall - go elsewhere”

Posted 3 years ago

“Shambolic! Took 3 weeks to unpack my faulty returns, two weeks later notified me the manufacturer had recognised the fault and I would receive a credit "within 5-10 working days", two weeks later and still nothing. AVOID AT ALL COSTS, being kind I'd say they were highly disorganised, but if I were being cynical I may think they are employing delay tactics to (dishonestly) retain my money!!”

Posted 3 years ago

“All items sent were Made in China. Amazed company is still importing stuff from there. Think Uighurs, think Covid 19, think Hong Kong and US seizure of Human hair purported to come from Muslim slave labour in Xinjiang.”

Posted 3 years ago

“I ordered small Polo shirt but it’s seem Large Size. I already paid £4.95 fo delivery and now it’s gonna cost me another £4.60 to return it. They don’t have right size, it’s waste of money and I won’t be buying from them again.”

Posted 3 years ago

“They use Yodel to not deliver, so do not use them they want to keep your money for 14 days before returning it”

Posted 3 years ago

“Inordinately length delays in dealing with returns. Impossible communications. Unhelpful and unsympathetic head office staff.”

Posted 3 years ago

“Three times I've ordered online, every time I received faulty goods and nothing but weeks of hassle with returns, and appalling customer service. Never again!”

Posted 3 years ago

“Never again. Appalling absence of any kind of service or communication when returning faulty item by post.”

Posted 3 years ago

“I placed an order online internationally after reviewing their return policy. It led me to believe that if something was wrong with the item, that I would be reimbursed for shipping. It seemed obvious to me that "something wrong with the item" would include the item not fitting. As a side note, I ordered a pair of shoes and picked a size based on the sizing chart. After receiving them, it became obvious the size chart was not at all accurate. After receiving my refund notification, it stated the full dollar amount would be refunded to my credit card including shipping. Because of this email, I figured I would be refunded for shipping and no further action was needed. A few days later when the refund appeared on my credit card, the shipping was not included. I contacted customer service and very nicely explained what happened. I got a response from a woman named Becca who was incredible unhelpful and very fake polite. After asking for additional help to seek some kind of resolution because of the misunderstanding and finances being unstable due to COVID-19, she remained unhelpful and rude. Needless to say, I will never be ordering from this company ever again and I advise others to avoid them as well. If you do move forward with an order, know that you will not receive a refund for any shipping costs.”

Posted 3 years ago

“Appalling company for online orders, my order is running late and they will not respond to give me a delivery date. They are still advertising the coat I ordered and giving delivery dates.”

Posted 4 years ago

“I ordered a pair of trousers and a pair of underwear from the Cotswold Outdoors website. The trousers arrived quickly, but the underwear arrived a week later in a separate shipment. No big deal. However, the underwear arrived with a magnetic security tag still attached! I wrote to their customer service with a description of the problem and a photo of the tag. I expected them to be apologetic and offer to have their courier (Yodel) collect the item from me. Instead, 3 days later I got a rather generic response stating that I can either go into a Cotswold Outdoor store (over an hour's drive from me) or pay out of my own pocket to return the item to them. There was no apology for the error, nor any attempt to solve the problem. I wrote to them again saying this wasn't acceptable, and was told 'I am sorry that the solution I had provided was unsuitable to your specific situation'. Do they really think any customer would be happy with this solution? They then suggested I take the underwear into any high street retailer and have them remove the tag for me. I live in the countryside and don't go into the city often, and in all honesty it's not a 3rd party company's responsibility to sort out Cotswold Outdoor's error. I wrote back again saying I was unhappy with the service I'd received and that their solutions weren't fair given the fault lay with them, and at this stage I didn't hear any more from them for a day. My wife wanted to go into the city for something anyway, so I bit the bullet and had a kind man at the customer service desk at TK Maxx take the tag off for me. Walking into TK Maxx with the security tag and setting off their alarms and getting glances from the other customers felt a bit humiliating. Look, mistakes happen, it's only human. I accept that. However, a company's response to human error at their end says a lot about how they value their customers. From the outset, Cotswold Outdoor did everything to make it my responsibility to fix their error, wasting my time and money, and in the process they have proven to me that they care more about saving a few quid in potential return shipping costs than retaining me as a future customer, so I won't be buying from them again. I'll take my money to one of the many alternative outdoor clothing suppliers, some of whom I've had far more pleasant customer service experiences with in the past.”

Posted 4 years ago

“I have just been to collect a pair of Salomon walking boots from the Leeds store after an hour on Wednesday of amazing help and advise from a young man there who's name I am sorry to say I did not get . He was helpful and gave some great advise and was patient and helpful through out. He is a credit to your company .”

Posted 4 years ago

“Ordered a North Face Waterproof jacket from their on-line service and received a wet and dry bag with a different customer name and order on. Can their order packers read? I have tried to contact their on-line customer service, by phone, on-line chat and have emailed, but guess why, they are experiencing a very high level of demand, I can't think why. Certainly won't be shopping there again”

Posted 4 years ago

“If I could give them 0 I would. Their service in store is ok but their online service is abysmal. I have two friends who have also had extremely bad service from Cotswold online and as a result all three of us will never buy from them online again. There are plenty other retailers out there who are usually cheaper and you actually get what you order and it's delivered on time.”

Posted 4 years ago

“Covent gardens London store Very good customer service from Bruce today when I was really struggling on which sandal to buy. He measured my foot and explained clearly the best brand and size for my foot. I really wanted to buy from Cotswold, but unfortunately the shoe wasn't in stock or at any of the local stores and I travel tomorrow. I will be back for my next item of hiking gear.”

Posted 4 years ago

“I would like to warn others of the problems they can expect when trying to buy from this rapidly deteriorating chain of stores. First incident was in April/May this year. I visited the Keswick store to buy a £100 plus item. I have a discount card from my cycling club that should entitle me to a 15% discount but when I tried to pay I was given an excuse that the item was not eligible because ( so they say) it was already reduced. There was no indication of this limitation anywhere in the store and certainly not on the item. I spoke to the manager who basically didn't care. I walked away and bought the item elsewhere. Second incident happened today. Yesterday I ordered a tent online. I need it this week so I was looking online for stores that had the one I want in stock. That is my main priority. I found that Cotswold Outdoors Preston store had the item, clearly marked as being in stock so I paid for it online, for collection instore "within 1-2 hours". Today while on my way to Preston ( over an hour's journey each way ) I received an email from "Dan" informing me that they did not have the item at all but that he "might" get one by mid week. I replied asking where I could actually collect the order that I had already paid for but he doesn't have the manners to reply. Cotswold Outdoors customer service phone line is "undergoing maintenance" and directs complaints to an email address so I have no way to cancel the order. The tent is still marked as being in stock in Preston as I write this. I feel that I have been scammed. Save yourself the pain and use a more professional store (almost anywhere else)”

Posted 4 years ago

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Cotswold Outdoor is rated 2.8 based on 87 reviews