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.