Cotswold Outdoor Reviews

Name: Cotswold Outdoor
Rating: 2.77

2.8 Rating 90 Reviews

44 %

of reviewers recommend Cotswold Outdoor

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2.8

Based on 90 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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“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.”

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Posted 3 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”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 years ago

“Kingston branch went for a new pair of boots ;;\the assistant showed me i had been wearing wrong size and took considerable time and care finding a pair that fitted and was really comfortable. Really superb service from someone who knew their product and what was needed”

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Posted 4 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”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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!!”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 years ago

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

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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!”

Helpful Report

Posted 4 years ago

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

Helpful Report

Posted 4 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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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 .”

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Posted 4 years ago

Cotswold Outdoor is rated 2.8 based on 90 reviews