Cotswold Outdoor Reviews 

Ordered a jacket online. Said it would be in store to collect within 3 days. Took 3 weeks by which time I had purchased elsewhere . Refused to issue a refund so got Barclaycard to issue one instead. Don’t bother trying to call a store as you end up chasing your ass around an awful automated voice system. Terrible customer service. Avoid !

What a totally difference experience to the one I experienced last week in the Bath store. Macie in the South Cerney store was so helpful and knowledgeable and an absolute delight. She took time and listened to me when I explained what I needed a trail trainer for. She asked questions to understand what terrain I needed the shoe for and gave me her recommendation explaining differences in the trainers and why one would be better over another for my requirements. Having left the Bath store last week without purchasing anything because of the shocking service I received, Macey totally restored my faith in great customer service, what an asset to the business she is. Thank you so much. The young lady in the Bath store take note, when you give good service you get the sale.

Rushden Lakes flagship store.

Monday 7th September

Went into store upper floor looking for pair of hiking boots. 1.30
As I reached the upper floor a female sales assistant walked passed me down the stairs.

I was looking at the boot display for 5 mins and needed some help.
Couldn't find anyone on floor. Went back to boots fir a couple of mins then looked again for a sales assistant and spotted one looking out of the front window on her phone.

Gave up and went downstairs. Still couldn't see any sales assistants until I left the store where I saw two female assistants outside the front of the store.

One was taking pictures on her phone and the other one was chatting to a male shopping centre site security chap.

So as I'd spent over 10 mins in a store with one other customer and no active sales assistants I decided to go elsewhere

I went to the outlet store in Leicester a Highcross yesterday. The staff member was super friendly and helpful and also gave me some extra discount.
On the receipt it says she was Kimberley. Thank you for the advice, service and great trainers.

I visited the Milton Keynes store. James and Aaron were exceptionally helpful and knowledgeable. I went in slightly unsure about what I needed for my upcoming trip and left with total confidence that I had exactly what I wanted and needed. £387 well spent!

Ordered 28th August for next day delivery. Now on 6th September with no goods delivered. After having to call and email multiple times to find out where my order is, I’m told there has been an issue changing couriers. No-one can give me a straight answer as to where my goods are, when I might receive them or whether they have actually been sent. Unsympathetic on the phone, seems like the norm to them. Avoid.

Shocking Company
I ordered a jacket and shoes (30768932) on the 27th August for Next Day Delivery. Received a dispatch email saying DPD was expecting my order! It was not collected on the 27th, to no surprise no order arrived on the 28th. I emailed them, no reply. I called them on Tuesday as I still have no email reply, only to be told they was aware of a batch of orders that did not go out and they were investigating it and would be intouch.

Later that day I get an email to say "we have been advised that all orders have now been collected from our warehouse and are on their way through the delivery network" It is now the 3rd September, the tracking has not been updated.

Looking at the reviews with similar stories, I assume this company does not hold stock, they order in once they get the orders and this causes the delay. The website is untruthful in my opintion and they shoud at least be honest with their delivery timescales.

I have had to open a PayPal case for non-delivery and have since ordered elsewhere. My lesson was that I did not check their Trustpilot reviews first. I have purchased elsewhere and suggest anyone considering purchasing from this company does the same.

Items not delivered customer services say i have to deal with DHL-which is against the law and DHL haven't even received the item from Cotswold. Claimed refund through visa so all is good.
Do not deal with this sham of a company.

I've ordered three times from Cotswold Outdoor. one order was fine. The other two....well the product I ordered said it would be delivered 48 hours later when I paid. Then I got a familiar automated email a few days later to say there was an Order Delay. There was no indication of how long this order delay would be. After replying to say it would be ok as long as I had it a week later I thought that would be it. But over a week later and there is still no sign of the order items being in their warehouse to dispatch. Very misleading to state on their website that an item is in stock and that delivery would be 48 hours later, when they don't even have it in their warehouse to dispatch, and still don't. Very disappointed and I do not think I will be back after this, which is a shame as they have a great range and often have very good pricing.

Bought a pair of boots from the Kingston store. Kate was really helpful and friendly, great service

I made a next day delivery purchase . Its now a week later and my order hasn't been prepared for the courier despite lies about stock dispatched.

The order has been given a new number and then completely ignored - customer service is useless.

I'm going to hand it over to my credit card compnay to get the money back as they are literally not offering any solution .

After purchasing from them in the past I had no qualms ordering an expensive pair of walking boots for my husband, how wrong was I!!!
Purchased with next day delivery and nearly a week later they still haven’t left, spent ages on to customer service who thought I should be grateful that he had credited £10 to my account as “Goodwill” but no sorry we can’t refund you till DPD collect them / return them to us and then it may take up to 7 - 10 days to be credited. When I pointed out the boots were needed soon the suggestion was I maybe need to purchase elsewhere, yeah I’ll just pull out another £215 from nowhere 🙄
If you can’t deliver your promises of next day delivery during a period of transition from EVRI to DPD surely don’t offer it and when things do go awry don’t expect customers to pay the price for your incompetence.
Won’t be using my GOODWILL!

Being forced to pay £7 for next day delivery without any other free options diabolical and offensive. Collection not possible as I live far from a store. I just didn't checkout my cart in the end. Shame.

I drove a 50 min round trip to Visit Cotswold Outdoor the assistants couldn't be bothered and wouldn't talk to any of us as arrived 6 mins before opening time. They kept pointing at the opening times listed on the store window. When I dod go in the assistant was totally uninterested. I showed her the crack in my leather scarpa boots and asked if this was reasonable for a top end product. I asked her whether the leather would split if I kept waxing it her reply was " dunno how long is a piece of string" I will contact Scarpa directly and ask them if they wish their name to be associated with Cotswold outdoor and will ensure I tell our walking community who recommend Cotswold Outdoor and will leave review on Trust Pilot-stay away they really couldn't care less!

⭐⭐⭐⭐⭐

I had such a great experience at Cotswold Outdoor in Silverburn, Glasgow. The member of staff who helped me couldn’t have been more helpful or patient.

He took the time to properly measure my feet, asked all the right questions about my running and what I needed, and helped me find the right trainers and socks. I never felt rushed or pressured to make a decision, and he genuinely wanted to make sure I was getting the best fit.

It’s not often you get this level of personal service, and I really appreciated the time and care he took with me. I honestly couldn’t have asked for anyone better to have helped me. Thank you!

I believe that companies need to take responsibility for their suppliers. Furthermore when their partners make mistakes (as they all will sometimes) it is not an excuse to forward those issues onto the end customers.

Unfortunately Cotswold Outdoor have decided to partner with Evri for deliveries. Somehow Evri managed to irreparably destroy a package containing some clothes and suggested contacting Cotswold Outdoor. When I did so I was asked to print and sign a letter stating that I had asked my neighbours if they had received a package that Evri themselves say they destroyed. When I pushed back I was told that this is a requirement from Evri and that as I did not own a printer they could post the form to me. This meant it was even more time before a refund could be processed.

To give them their dues the customer support people were friendly and supported as much as they were able to. However, the whole process has felt frustrating and not to a standard of a business that cares about the customer experience. I will not be purchasing from Cotswold Outdoor again

Phoebe in the cardiff store was absolutely lovely. Gave me all the information I needed without being pushy or making me feel pressured to buy anything. You are lucky to have her she is a diamond!

Had a problem with a duffle bag I had bought from Cotswold Outdoor. When I took it back to the shop, the store assistant was unhelpful and refused to accept the bag back under warranty. Thankfully the customer service organisation at Cotswold Outdoor were much more responsive and quickly sorted the situation - taking into account all of the circumstances. So big thank you to them. Gives good assurance that this is a company with the consumer in mind

Awful service in the Ambleside store. Waited ages for the customer in front to be served then totally blanked by the Assistant who moved on to serve another customer who had just walked into the store. Even when I politely spoke to him to point out I was next and we were tight for car parking time he ignored me and carried on serving the other customer. I obviousily left the store then. That’s over £100 of business lost. Fortunately there are many other great outdoor shops in Ambleside. I recommend using them and will take my regular business ( as I live locally ) there.

I placed an online order for two pairs of Hanwag walking boots. On the upside, they were available in my size, I got a first order discount, and they were delivered next day. Unfortunately, the fit didn't suit my foot, and I immediately returned both pairs using the Cotswold Outdoor returns service. The tracking website shows they were delivered the next working day. So far, all very slick. But now the downside.

A few days after the boots were delivered back to Cotswold Outdoor, I still hadn't received the confirmation email, so I opened a chat to check the status of my return and refund. I've just been told it can take two weeks to process returns, and then a further ten working days to process the refund. So basically 28 days to process a return and pay a refund. Their website states refunds take 7-10 days. But customers need to know this is in addition to the two weeks it takes for Cotswold Outdoor to process the return.