Name: Go Outdoors
Rating: 2.00

“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 5 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 5 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 5 years ago

“Had to chase them after money taken immediately. No email to confirm order. Tried to contact customer service at 8am recorded message to say very busy ring back later. Did get to speak to James who said he would send email which didn’t arrive. Contacted him the next day and resent it and both arrived. Anyway today are purchase arrived all ok and we are very happy with it and the cost”

Helpful Report

Posted 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 years ago

“Everyone go to decathlon its cheaper and they have lots of stock fantastic shop go outdoors are finished”

Helpful Report

Posted 5 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 5 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 5 years ago

“Excellent layout with easy to find items. Good choices, sizes available. Wanted horse riding boots, but wasn't sure of my own judgement. Ben was most helpful, even though he'd only been pony trekking a couple of times! Narrowed down to two. I was hesitant and said I would think about it. No pushy sales tactics, just excellent knowledge from staff.”

Helpful Report

Posted 5 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 5 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 5 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 5 years ago

“Used to love Gooutdoors, from the days of CCC in the late 80s in Sheffield) but they have gone a long way downhill rapidly over the last 18 months. Stock marked as in stock in store is frequently not in stock, don't bother going to a store based on info from the website. Ordered click and collect with stock listed as available, order canceled as not in stock BUT item has remained marked as in stock for the last 3 weeks (checked by ordering and it still isn't!) Ordered from a different store, as it was a 90 mile round trip phoned to check once the order was confirmed by email, arrived in store and the staff had picked the wrong item (not as ordered/confirmed by email). If you go in to browse and buy then probably OK but don't rely on buying anything from there / asking advice / customer service. On the plus point Cotswold will price match so if you can find the same thing there, they just check the GoOutdoors website for "availability" ;)”

Helpful Report

Posted 5 years ago

“I have been a long time shopper at Go Outdoors as I like the convenience of having a local store, the vast range of kit on offer and the competitive prices. As an outdoors person, adventure activity instructor and Scout Leader I have spent a lot of money over the years on personal kit, work equipment and Scout equipment. However recently I have been dismayed to experience problem after problem when buying items from them. It all started when they have created a new website and order system (around May 2019). This caused me to lost my online account, the website wouldn't show any available stock & it stopped offering the 'click & collect' service. When I visited the store the staff were obviously struggling with the new stock system and were at a loss as to how they could help me. Having contacted customer services I was told to create a new account and that the stock levels would soon update with the new website. After a week or so the stock levels did update and the 'click and collect' service became available however every time I went to order an item that was shown as 'in stock' the item changed to unavailable when I went to checkout. This became extremely frustrating and eventually I shopped elsewhere for these items. BUT it didn't stop there. Recently I made an order using the 'click and collect' service and received the usual email notification me that the item was on it's way to the store. However on the day of collection I received an email from DHL notifying me that the item was out for delivery and later I received another email from DHL stating that the DHL Parcel driver called and, as no one was in, the parcel had been returned to the local depot (I was at work that day). This was somewhat annoying and very confusing as I had ordered a "click & collect' item instead of home delivery as it was easier for me to drop by the store on my way home from work. As DHL offer a re-delivery option I chose to have the item re-delivered when I would be at home however I then received a notification that the item had been delivered later the same day to a name I was unfamiliar with. This was a name that didn't match any of my neighbours names or property's. I am now at a loss as to where the item is and who now has it. All VERY DISAPPOINTING!! Just to top it all off I ordered & paid for another item recently which showed as in stock only two be notified today that the item was no longer in stock and the order had been cancelled. However there was no indication of a refund and my account still shows the card as having debited the payment. Having built and upgraded websites myself I can allow little lenience for mistakes to happen but this really is too much! Whether I continue to use Go Outdoors is now very much in question!!!”

Helpful Report

Posted 5 years ago

“Excellent customer service. Staff very helpful in Peterborough store.”

Helpful Report

Posted 5 years ago

“Like many others I'm reading about on here, I used to enjoy shopping with Go Outdoors, but recently have experienced very poor service online. I ordered and paid for items on 27th May and tried to call 'customer service' line (using that term very tongue in cheek) which rings and then recorded message saying recieving large number of calls and apologies, then it cuts you off!! Also I get and email on 12 June in response to my mail on 8 June) saying my order 'may' have been cancelled and refund made, which I have not received! Have experienced poor service with lack of staff in local stores and likewise poor online service. I was a loyal customer but have now made my feelings known via friends and social media. Can see this company possibly joining several other folding companies if this continues but I'll not be using them again.”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 19%
Accurate And Undamaged Orders	Greater than 79%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Go Outdoors Reviews