Name: Go Outdoors
Rating: 2.00

“Clown show can’t get hold of them in any way you try took money no goods keep away from the online store”

Posted 6 years ago

“Does anyone even work in the customer service department! I've tried to contact them 3 days on the bounce at different times of the day and I've sent an email every single day for those 3 days and i can't make any contact or get a response.”

Helpful Report

Posted 6 years ago

“It's gone horribly wrong for the company. Lot's of people, myself included, have ordered goods had our money taken but received nothing. Customer service is refusing to answer the phone, bad reviews everywhere, no reply to emails, no goods delivered. Do not give them your money”

Helpful Report

Posted 6 years ago

“If I could select 0 stars then I would. Order placed over a week ago, have chased via email and phone with no update on where it is or when I can expect the order. Have tried phoning customer service again today and the number is now not accepting calls.”

Helpful Report

Posted 6 years ago

“placed my order not the 30/07 for 3-5 working day delivery and today is the 6th working day and nothing. I never received an order confirmation email and still no dispatch email, when I log into my go outdoors account my order is still processing. I emailed yesterday about this and got an automated email back and I will be responded to within 24hours, shock its been 24hours and no response. I will be calling them later today s they are very quick to take your money for your order but reluctant to actually ship the goods for delivery. Will never be ordering from here again.”

Helpful Report

Posted 6 years ago

“placed my order not the 30/07 for 3-5 working day delivery and today is the 6th working day and nothing. I never received an order confirmation email and still no dispatch email, when I log into my go outdoors account my order is still processing. I emailed yesterday about this and got an automated email back and I will be responded to within 24hours, shock its been 24hours and no response. I will be calling them later today s they are very quick to take your money for your order but reluctant to actually ship the goods for delivery. Will never be ordering from here again.”

Helpful Report

Posted 6 years ago

“Bought a mountain bike online from go outdoors Plymouth said was ready to pick up that day had email saying the same still no bike 4 days later not impressed at all”

Helpful Report

Posted 6 years ago

“My 15 year old son had bussnut Evo from go outdoors the spring arm snapped 1month out of warranty would they repair it NO would they do anything NO they customer service diabolical after sales disgraceful they left 15 year old devastated WELL DONE GO OUTDOORS 😠😠😠”

Helpful Report

Posted 6 years ago

“My 15 year old son had bussnut Evo from go outdoors the spring arm snapped 1month out of warranty would they repair it NO would they do anything NO they customer service diabolical after sales disgraceful they left 15 year old devastated WELL DONE GO OUTDOORS 😠😠😠”

Helpful Report

Posted 6 years ago

“My 15 year old son had bussnut Evo from go outdoors the spring arm snapped 1month out of warranty would they repair it NO would they do anything NO they customer service diabolical after sales disgraceful they left 15 year old devastated WELL DONE GO OUTDOORS 😠😠😠”

Helpful Report

Posted 6 years ago

“Ordered 16 days ago still no items. Called emailed still no resolution, awful customer service experience. Beware”

Helpful Report

Posted 6 years ago

“Brought a kayak at go outdoors for £75 down from £120. Took the kayak out for our first go today with the kids the kayak is so cheap and tacky it bulks on one side and the paddle has sharp parts on the plastic it cut my hand and finger. Shame really as we normally love shopping at go outdoors”

Helpful Report

Posted 6 years ago

“Tried to buy replacement poles for expensive tent I got from go-outdoors. 5 weeks later still had no reply, help or guidance. Worst online/phone customer service ever experienced.”

Helpful Report

Posted 6 years ago

“One star is far too generous. In store has always been ok. The online version is by far the worst retail experience I have ever had the misfortune to deal with. 1st July: I ordered a couple of items for collection at Gloucester. I got an email much later to say the order was cancelled as they were out of stock. The website said otherwise, but at this point, fine, I'll take their word for it. On the 2nd July: I Ordered the same items for next day delivery. 3rd July: Nothing. No delivery confirmation and definitely no delivery. 3rd & 4th July: Tried to contact them via the website and phone number, no response and no answer. This, it turns out, is pretty common. 5th July: Attempted to get in contact via twitter. I actually got a response 90 minutes later from SP. Got a follow up response to the email of the 4th from the same person. This clearly indicated I wouldn't be getting the items before I went away at the weekend, so I asked for the order to be cancelled by both email and Twitter DM. No response. Again. Also 5th July: Went to the Gloucester store to find an alternative. Incredibly, they were in stock after all and all this could have been avoided, though I now wish I'd gone somewhere else. 5th to 7th July: Went camping, it was great, thanks. 8th July: Tried again to contact them via the website and enquires email, stating that I'd cancelled the items but had not received a refund and it was still pending on the website. Unsurprisingly, no response. Raised a PayPal dispute as this is starting to feel fishy. 12th July: Gave up waiting, tried twitter again as that's the only way I seem to get a response. 13th July: SP Responds apologising for the frustration saying she's escalated it to the refund department. 15th July: A full ten days after the order was cancelled, I get an email saying it's dispatched, and for some reason they think it's ok to offer me a £53.95 refund for the £164.45 order via the PayPal dispute, as long as I close it first. I reply to the message in the PayPal dispute, but, you've guessed it, no response. Late on the 15th July: Back to twitter, as that's still the only way I can get a response out of them. I get another DM from SP saying she understands my frustration, but they can't refund it unless I close the PayPal Dispute. I check if this is true with PayPal support. This is not true. They are now absolutely lying to me. In fact, if they refund the order, the dispute would automatically close. Left a Trustpilot review, similar to this one. I also email DHL asking them to not make the delivery. 16th July: Kathy at Go Outdoors requests more info on my Trustpilot review. I respond, along with my order details. Again. No response, again. So despite the multiple requests to cancel, they dispatched it anyway on the 15th and it arrived on the 16th after I’d written this list for Kathy. DHL unfortunately left it with a neighbour, so I couldn't refuse it. Unbelievably, after all this time and misery, the order is incomplete. Not only that, but the partial refund ties up with the missing item, so it was knowingly dispatched incomplete. At this point I can only assume they’re trying to be terrible. You couldn’t be this bad by accident. Back to twitter. They send em a returns label as I'm happy to give the item the never should have sent back. I even offer to drop it of at the nearest store, but I'd like my refund please. You're going to love the DM I got [brackets mine]: "Hi Rich, we have sent the sleeping bag because you ordered it." [over two weeks ago for next day delivery] "We were unable to cancel the order at the point you requested as it was too far in the process." [I cancelled it on the 5th, you didn't dispatch it until the 15th, how bad is your process?] "We are well within our rights to request the item you have received back before processing a refund for it." [Are you kidding me? I didn't want it, I told you I didn't want it, you agreed to refund it, why on earth would you still send it, and then start throwing around that you are within your rights to colossally screw up, and charge me for the privilege?] "We would like to refund you for the item you didn't receive along with the delivery fee but unfortunately as the PayPal dispute is open PayPal will not allow us to process the refund for that. AF" [Refund the whole order, as both I and PayPal have told you, and it will all go away] If your planned activity ever relies on Go Outdoors, I’d suggest staying inside.”

Helpful Report

Posted 6 years ago

“One star is far too generous. In store has always been ok. The online version is by far the worst retail experience I have ever had the misfortune to deal with. 1st July: I ordered a couple of items for collection at Gloucester. I got an email much later to say the order was cancelled as they were out of stock. The website said otherwise, but at this point, fine, I'll take their word for it. On the 2nd July: I Ordered the same items for next day delivery. 3rd July: Nothing. No delivery confirmation and definitely no delivery. 3rd & 4th July: Tried to contact them via the website and phone number, no response and no answer. This, it turns out, is pretty common. 5th July: Attempted to get in contact via twitter. I actually got a response 90 minutes later from SP. Got a follow up response to the email of the 4th from the same person. This clearly indicated I wouldn't be getting the items before I went away at the weekend, so I asked for the order to be cancelled by both email and Twitter DM. No response. Again. Also 5th July: Went to the Gloucester store to find an alternative. Incredibly, they were in stock after all and all this could have been avoided, though I now wish I'd gone somewhere else. 5th to 7th July: Went camping, it was great, thanks. 8th July: Tried again to contact them via the website and enquires email, stating that I'd cancelled the items but had not received a refund and it was still pending on the website. Unsurprisingly, no response. Raised a PayPal dispute as this is starting to feel fishy. 12th July: Gave up waiting, tried twitter again as that's the only way I seem to get a response. 13th July: SP Responds apologising for the frustration saying she's escalated it to the refund department. 15th July: A full ten days after the order was cancelled, I get an email saying it's dispatched, and for some reason they think it's ok to offer me a £53.95 refund for the £164.45 order via the PayPal dispute, as long as I close it first. I reply to the message in the PayPal dispute, but, you've guessed it, no response. Late on the 15th July: Back to twitter, as that's still the only way I can get a response out of them. I get another DM from SP saying she understands my frustration, but they can't refund it unless I close the PayPal Dispute. I check if this is true with PayPal support. This is not true. They are now absolutely lying to me. In fact, if they refund the order, the dispute would automatically close. Left a Trustpilot review, similar to this one. I also email DHL asking them to not make the delivery. 16th July: Kathy at Go Outdoors requests more info on my Trustpilot review. I respond, along with my order details. Again. No response, again. So despite the multiple requests to cancel, they dispatched it anyway on the 15th and it arrived on the 16th after I’d written this list for Kathy. DHL unfortunately left it with a neighbour, so I couldn't refuse it. Unbelievably, after all this time and misery, the order is incomplete. Not only that, but the partial refund ties up with the missing item, so it was knowingly dispatched incomplete. At this point I can only assume they’re trying to be terrible. You couldn’t be this bad by accident. Back to twitter. They send em a returns label as I'm happy to give the item the never should have sent back. I even offer to drop it of at the nearest store, but I'd like my refund please. You're going to love the DM I got [brackets mine]: "Hi Rich, we have sent the sleeping bag because you ordered it." [over two weeks ago for next day delivery] "We were unable to cancel the order at the point you requested as it was too far in the process." [I cancelled it on the 5th, you didn't dispatch it until the 15th, how bad is your process?] "We are well within our rights to request the item you have received back before processing a refund for it." [Are you kidding me? I didn't want it, I told you I didn't want it, you agreed to refund it, why on earth would you still send it, and then start throwing around that you are within your rights to colossally screw up, and charge me for the privilege?] "We would like to refund you for the item you didn't receive along with the delivery fee but unfortunately as the PayPal dispute is open PayPal will not allow us to process the refund for that. AF" [Refund the whole order, as both I and PayPal have told you, and it will all go away] If your planned activity ever relies on Go Outdoors, I’d suggest staying inside.”

Helpful Report

Posted 6 years ago

“Harlow store has no stock and is shutting down and I am not surprised click and collect doesn't work nearly everything I have brought from this shop is wrongly priced always dearer at the tills Good riddance”

Helpful Report

Posted 6 years ago

“Ordered a pair of walking boots online yesterday costing £129.60 (lowest price for these boots) , they took my money then today got an email saying this item not in stock and will take 5 to 7 days for a refund. Avoid this outfit not fit for purpose.”

Helpful Report

Posted 6 years ago

“Horrible shop. Travelled far for an item their website said was in stock but it wasn’t. Tried to buy a coat that had a price tag of £65.00, gets to the till and it was £90. Thieves.”

Helpful Report

Posted 6 years ago

“Basingstoke branch, Love to shop vouchers have not been accepted for the whole of June. Staff blaming the new till system, but love to shop vouchers still advertised on the door and cashier desk. 3 emails to you customers complaints department by my wife, no responses. Rubbish customer service , Go Outdoors - Going elsewhere to buy my goods.”

Helpful Report

Posted 6 years ago

“Do not order anything online from these rogues, 2 jackets purchased and £85 taken from my account 4th June. 1 jacket not in stock (no refund to date) the other jacket returned (no refund to date). Can’t get through on the phone, put a review on trustpilot which prompted an email from ‘Kathy’, when I gave her the details ‘Kathy’ didn’t reply ... would NEVER use again, you have been warned!”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Go Outdoors Reviews