“Excellent customer service and support yesterday from Ben in footwear dept. I am a regular and experienced walker who is beginning to have problems and pain in my feet on the hills. He gave excellent advice helping me to select boots that were a good fit and showed me a new way of lacing . All staff were polite and helpful”
“I have never experienced such terrible customer service. The staff in this shop are horrifically rude. I would never go in this shop again & cannot believe they get away with the way they spoke to myself as a customer & other customers in the shop. I ended up putting back over £600 worth of goods as they tried to throw us out the shop 5 minutes before closing. You would think they would be desperate for business after the months of being closed. Disgusting. I feel very sorry for the poor owners of this business who have saved these idiots jobs.”
“I was in the Ambleside store today and had the worst shopping experience.
I entered the store 10 minutes before closing and was politely told that the shop was closing at half past, this would have been sufficient notice, the following 6 instances where I was given an aggressive countdown with a man raising his hand and showing three fingers well within 2 metres of me, telling me that’s all the time I had left. I told him that the first four times were sufficient, he followed up by saying ‘well let’s make it 5’.
I was about to make a purchase for about £300 worth of goods, but after being herded into the exit by 5-10 staff members as though I we were cattle I decided against it.
I try to shop local to help out, but I’ll never be using your store again after being a regular customer in this store for some time. I will be returning on line in the future or to local competitors where I can.
The man leading the show and guiding the upset customers to the exit displayed the worst customer service I’ve seen. I’m not a child, I’m more than capable of telling the time and finding my way to a store exit.
I handed my goods to a shop assistant and put the rest down whilst in the queue, the way that the other customers were treated made me not want to spend my money with you.
Disgraceful.”
“Ordered Berghaus walking boots. Delivery very swift, but on arrival the boots had a price tag on for £133.99 when I paid £144.99. I require a second pair in a different size, so e-mailed to explain. I received the swift reply, but no refund or credit note given. Reply was -"sorry, they just have the old label on".
I won't be buying the second pair from them.”
“I purchased 2 Helly Hanson items from Gaynor Sports online; and I have to admit, I was extremely surprised at how cheap they were (a £450 jacket for under £150 and a £65 Merino Base Layer for £24). Normally I'd be suspicious, but with the protection of Paypal I placed my order .... which arrived on time as promised and contained both products as described!!! I'm impressed and will certainly be adding these guys to my buying list and ordering again soon. 10 out of 10 from me!”
“Avoid!!
I made what I thought was a reasonable request to exchange an item of clothing for a different size. It is completely unworn and has its original tags attached, although it was well outside the normal return period. I had been unable to use it as anticipated due to the current restrictions and in the meantime I had lost some weight and it no longer fits.
The ‘official’ return period of 30 days was quoted to me, along with the usual ‘we can’t possibly do this’ waffle. They’ve obviously no appreciation that if you apply a bit of flexibility and common sense sometimes then people will buy from you again. From my experience and other online reviews it’s clear that this company doesn’t give a damn.”
“Poor customer service / payment system error & warehouse management system.
Tried to purchase an item, would not allow to complete purchase due to a glitch in their system, as software thought Manchester was outside of the Uk, reported the fault on email & was asked to just try again. 4th time Lucy! Finally Ordered payment taken, happy days! Oh no wait now they email saying they don’t have any stock 👌🏻 Amazing - highly recommend firm”
“Thank goodness I paid through Paypal. This company in my opinion is selling fake goods. Bought Regatta chair £45.00, went in holes and collapsed after a few uses. Utter rubbish, counterfeit goods. No response to numerous emails. AVOID.”
“I purchased a Berghaus Cornice Gore Tex jacket back in January 2018.
Over the last couple of months I've noticed a series of holes appearing in the waist band area where the elasticated drawcord material is underneath. Also, along the bottom hem where the elasticated drawcord is for this part, the same thing is happening. On looking on the Berghaus website it mentioned Product Lifetime Guarantee (clever wording as it looks initially like its a lifetime guarantee on the product). On reading a little bit more on Berghaus website it goes on to say:
"we’ll review each case and will let you know if we can fix or replace it" so that sounds like they (Berghaus) will decide whether they are willing to do anything.
That aside I thought I will contact Gaynors (as Berghaus mention that this needs to be the first port of call with a product fault) as clearly you would think the faults I have listed above are not what is acceptable on a two year old jacket. I contacted Gaynors and I was told I needed to them at the address they gave me. I returned the jacket and had it returned back to me five days later with a note in saying:
“On receipt of your jacket we inspected the areas you highlighted as faulty. Unfortunately the damage on both the waist and hem are due to wear and therefore are not covered under warranty”.
The jacket has been used for nothing more than some occasional low level walking and I've had a small rucksack on my back twice a week at most and other than that, just day to day use when the weather has been wet. In any case, the holes are away from where the rucksack would have sat.
Personally I think Gaynors and or Berghaus product lifetime guarantee is not worth the paper its printed on, when they class a two year old jacket with holes as wear. How the hell can a two year old jacket have any sort of wear, especially as the jacket is not worn every day.
Before getting the Berghaus Cornice jacket, I had a 10 year old Berghaus jacket which didn't have any holes on it despite the 10 years of wearing. The reason I got rid of this particular jacket was that the main zip failed. The conclusion I have with why my Cornice jacket went in holes in less than two years when the 10 year old jacket (which had the exact same use as my Cornice jacket had) didn't, is that Berghaus are using poorer quality materials in their jackets, this seems a reasonable conclusion to come to in light of what I have experienced.
All that said, I will NEVER go anywhere near a Berghaus product or Gaynors again. Both provide awful customer service.
I have added some photos of the faults that I had with the jacket, so that you can decide for yourselves if you think these faults are acceptable on a two year old jacket.”
“I purchased a Berghaus Cornice Gore Tex jacket back in January 2018.
Over the last couple of months I've noticed a series of holes appearing in the waist band area where the elasticated drawcord material is underneath. Also, along the bottom hem where the elasticated drawcord is for this part, the same thing is happening. On looking on the Berghaus website it mentioned Product Lifetime Guarantee (clever wording as it looks initially like its a lifetime guarantee on the product). On reading a little bit more on Berghaus website it goes on to say:
"we’ll review each case and will let you know if we can fix or replace it" so that sounds like they (Berghaus) will decide whether they are willing to do anything.
That aside I thought I will contact Gaynors (as Berghaus mention that this needs to be the first port of call with a product fault) as clearly you would think the faults I have listed above are not what is acceptable on a two year old jacket. I contacted Gaynors and I was told I needed to them at the address they gave me. I returned the jacket and had it returned back to me five days later with a note in saying:
“On receipt of your jacket we inspected the areas you highlighted as faulty. Unfortunately the damage on both the waist and hem are due to wear and therefore are not covered under warranty”.
The jacket has been used for nothing more than some occasional low level walking and I've had a small rucksack on my back twice a week at most and other than that, just day to day use when the weather has been wet. In any case, the holes are away from where the rucksack would have sat.
Personally I think Gaynors and or Berghaus product lifetime guarantee is not worth the paper its printed on, when they class a two year old jacket with holes as wear. How the hell can a two year old jacket have any sort of wear, especially as the jacket is not worn every day.
Before getting the Berghaus Cornice jacket, I had a 10 year old Berghaus jacket which didn't have any holes on it despite the 10 years of wearing. The reason I got rid of this particular jacket was that the main zip failed. The conclusion I have with why my Cornice jacket went in holes in less than two years when the 10 year old jacket (which had the exact same use as my Cornice jacket had) didn't, is that Berghaus are using poorer quality materials in their jackets, this seems a reasonable conclusion to come to in light of what I have experienced.
All that said, I will NEVER go anywhere near a Berghaus product or Gaynors again. Both provide awful customer service.
I have added some photos of the faults that I had with the jacket, so that you can decide for yourselves if you think these faults are acceptable on a two year old jacket.”
“I purchased a Berghaus Cornice Gore Tex jacket back in January 2018.
Over the last couple of months I've noticed a series of holes appearing in the waist band area where the elasticated drawcord material is underneath. Also, along the bottom hem where the elasticated drawcord is for this part, the same thing is happening. On looking on the Berghaus website it mentioned Product Lifetime Guarantee (clever wording as it looks initially like its a lifetime guarantee on the product). On reading a little bit more on Berghaus website it goes on to say:
"we’ll review each case and will let you know if we can fix or replace it" so that sounds like they (Berghaus) will decide whether they are willing to do anything.
That aside I thought I will contact Gaynors (as Berghaus mention that this needs to be the first port of call with a product fault) as clearly you would think the faults I have listed above are not what is acceptable on a two year old jacket. I contacted Gaynors and I was told I needed to them at the address they gave me. I returned the jacket and had it returned back to me five days later with a note in saying:
“On receipt of your jacket we inspected the areas you highlighted as faulty. Unfortunately the damage on both the waist and hem are due to wear and therefore are not covered under warranty”.
The jacket has been used for nothing more than some occasional low level walking and I've had a small rucksack on my back twice a week at most and other than that, just day to day use when the weather has been wet. In any case, the holes are away from where the rucksack would have sat.
Personally I think Gaynors and or Berghaus product lifetime guarantee is not worth the paper its printed on, when they class a two year old jacket with holes as wear. How the hell can a two year old jacket have any sort of wear, especially as the jacket is not worn every day.
Before getting the Berghaus Cornice jacket, I had a 10 year old Berghaus jacket which didn't have any holes on it despite the 10 years of wearing. The reason I got rid of this particular jacket was that the main zip failed. The conclusion I have with why my Cornice jacket went in holes in less than two years when the 10 year old jacket (which had the exact same use as my Cornice jacket had) didn't, is that Berghaus are using poorer quality materials in their jackets, this seems a reasonable conclusion to come to in light of what I have experienced.
All that said, I will NEVER go anywhere near a Berghaus product or Gaynors again. Both provide awful customer service.
I have added some photos of the faults that I had with the jacket, so that you can decide for yourselves if you think these faults are acceptable on a two year old jacket.”
“BEWARE…AWFUL customer service!
Wish I’d paid more attention to the negative reviews!
Bought a Mountain Equipment gilet from them which had to be returned. I followed the returns process by paying for the return postage and completing the return slip, but only received a partial refund as I “didn’t send them an email first” otherwise I’d have received a full refund. Company stated I should have used the cancellation process rather than the returns process, so clearly they don’t know the difference between a cancellation and a return. Staff not willing to discuss further and reverted to “it’s company policy” and the partial refund still stands, so basically “computer says no”. Tried speaking to their Head Office Manager but he didn’t return my call. It’s not the amount that’s bothering me, but rather I’m left with a feeling of being swindled and that they don’t care about customers. Will never use them again and will never recommend them to anyone. Companies which behave like this need to learn the importance of customers which are keeping them in business.”
“Delivery company tried to deliver to wrong address so first of three delivery attempts recorded as a 'fail'. When chasing this up with Gaynors the response was below what you would expect from a mail order company. Subsequent communications left me feeling that I would never se this company again.”
“i Purchased a pair of mammut boots which arrived yesterday. In a normal cardboard box not the original ! I can live with that however I paid 219 pounds the tag on the boots said 174.99!! Clearly the boots are ex display from the shop. Buyer beware it appears Gaynors mail order comes direct from the shop and clearly the shop is 45 pounds cheaper! I have e mailed them to see what answer they can give me”
“Very poor customer service. Ordered a Coleman head torch in March that broke 8 months later. Eventually after much chasing gaynor agreed to receive the item back. Sent and much chasing resulted in further agreement to process a refund by Coleman. Further chasing. More chasing. 3 weeks since returning item and still no refund and comms has ground to a halt now. very poor service. Customer last as is the case with many online companies nowadays. I have no item and no refund. Possibly stolen? Not sure.... will need to progress issue via alternative dispute means now”
“Absolutely appalling service. Would have given less than one star if it had been an option. Ordered an expensive item, which got lost in transit TWICE, only to be told that a more expensive delivery option should have been selected for a “higher chance” of receiving the order, with no offer of a discount. How anyone can run a business in this way with complete disregard for their customers is completely beyond me. I will certainly never order from this company again, and will be sure to advise the members of the various climbing groups I’m in to avoid these seemingly good prices like the plague. Disgusting customer service. And I still don’t have the item!”
“Followed their price match promise instructions by sending link to competitors site etc. but response said the price was so good they could not match - not a promise after all then! Covered by their smallprint of course......”
