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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

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

“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

“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

“Ordered an expensive down jacket on line. Delivery ok but was too small and not the quality I was expecting. Took it back to my local store - St Albans - who refused to take it and said I would have to wait until the store was permitted to open due to Covid which could be months. Only alternative was to post it which would cost about £8. Phoned customer service who were unhelpful and said that there was nothing they could do and I would have to pay for the return. I’m afraid Cotswold have just lost a long-standing customer. They need to understand that on line selling is leaving them behind and unless they look at their competition they will not survive.”

Posted 3 years ago

“I placed an Online order with Cotswold Outdoor which processed within a few days, then I received another email thanking me for my order, shortly after I received a duplicated order which I did not authorise. They took unauthorised payment. To date I cannot get through to them by phone, several emails sent and still no response. I am now going through my credit card company to file a claim. I shall never use them again. They are irresponsible and should not be trading. The minimum rating I could give is one star, poor, but their customer service is in my view zero, non existent.”

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

“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

“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

“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

“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 purchased a coat (shipped to Australia)and wore it on a trip to Europe. After just a few wears a button fell off and the coat developed holes in the pockets. I returned it to a Cotswold store in Ireland and was told they could not take it and I would have to post it to head office. I emailed photos of the damage, the postage receipt etc and the company claim they did not receive my coat. They refuse to refund me any amount even thought their store REFUSED to process my return and they have evidence I posted it to them. Disgusting!! I am out of pocket over $300!!”

Posted 4 years ago

“I'm drastically ill, bed ridden and I cannot drive as a result. Cotswold outdoor send me the wrong items and therefore their fault entirely. They refuse to resend the right goods out to me and refuse to pick up the goods they sent incorrectly which has left me with no option but to keep a pair of female gloves I cannot use. The way they have treated an ill, immobile person for a problem that is 100% caused by them is horrendous, especially given the gloves were only £40-50. They have lost a customer, I will be reviewing them across the board and I will be reporting them to Citizens Advice for their mistreatment of the matter given my personal circumstances. The man who made this decision to not help was called Finbar.”

Posted 2 years ago

“Terrible Customer Service. Failed to acknowledge or respond to my complaint. Will not be using this company again”

Posted 2 years ago

“I had a faulty chair delivered and was absolutely appalled by their cumbersome and totally unfriendly returns service. I gave up as the steps you had to take were just so time consuming. Please if u are thinking of buying ensure that u are unlikely to have to return the item .”

Posted 2 years ago

“I bought a pair of North Face boots in the Fort William store while on holiday these were damaged within a week, returned them to the Bagshot store, I was told to expect replacements within 10 days these never turned up. Customer service has been appalling... still no boots”

Posted 3 years ago

“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

“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

“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

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Cotswold Outdoor is rated 2.8 based on 87 reviews