“I placed an order and apparently PayPal defaulted to an incorrect address. I noticed this straight away so called them up. They couldn't change the address, so I told them to cancel. They said could only cancel if I rang them back in 30 minutes which I couldn't do. They then agreed that they would cancel but no confirmation so rang back. They said the order has been blocked but not cancelled. They make it physically impossible to cancel and if it they are cancelling don't say how long it will take. Customer service is impossible no way of cancelling or speaking to a manager. I won't be using this company again”
“Sent the wrong item and expected me to pay to return it or drive to their shop. Not only that but the refund excludes the postage. Lesson learned, others warned.”
“Items arrive but a whole 2 weeks after being ordered when it states 3-5 days this will be the last time I order with them I’d rather visit go outdoors joke of a company”
“Ultra poor company ordered two chairs paid for online one chair came asked for them to send the other after being told the police would be involved even though the courier had a photo 😂 they agreed to finally send the other chair what we had paid for this never arrived either they had a fake tracking number they sent us we called them to say it hadn’t arrived they finally said it hadn’t been shipped and they could not dispatch another in the end after hours on the phone the crooks were they only sent one out originally because they had no stock OMG shocking company full of idiots on the phones.”
“Absolutely disguted in Ultimate Outdoors.
Robbed me of £530 after I purchased a tent online.
Firstly gave me the wrong tracking number for DHL.
Finally after a few phone calls another tracking number was issued.
I contacted DHL to have the parcel redirected which they confirmed. Chased parcel again wasn't qt the location that was stated on the delivery e-mail.
I filed this with Ultimate Outdoors which took another 28 days then to be told that the parcel had been delivered to my address which I have still not received.
After some back and fourth DHL confirmed that this had not been delivered correctly and I should go back to Ultimate Outdoors as they are the sender.
Ultimate outdoors still will not look into this.
I can't make a claim with either company.”
“Bought a carpet for a tent and was sent a childs slide along bike instead (so likely some poor disappointed child out there, still waiting for their bike!). Arranged with them to collect it and deliver the item I actually paid for. Later informed that they are not going to collect, I have to print out a label and post the item back, recorded delivery of course, in order to get a refund, and the item I originally bought is now out of stock. Got the usual 'we are very sorry' email, but they are not. They put all the aggravation on me for THEIR error in order to get my money back. Companies are judged on your experience when interacting with them, and the real test is how they treat you after they have your money, and they are correcting a mistake they have made. If there was a zero score I would give it.”
“Ordered on 30/12/2020 and still have not received my item. Note, money was taken on the same day!
I received the initial 'Thank you for your order' email, but no dispatch email.
Called customer services four times now and emailed, only to be told three different things (one being my order has been delivered!).
I requested my order be cancelled and a refund be issued over a week ago and still not received the refund.
One of the worst online shopping experiences I have ever encountered. Would recommend shopping elsewhere.”
“Ordered and paid for pair of boots 10 days ago. Order still not processed and getting std email replies from Kelly in customer care. Does she exist or is it automated reply aimed at delaying complaints?”
“Terrible online shopping. Bought two coats end of December, despite both showing in stock they only sent one after waiting over a week. Automatically sent me a refund for the one they didn't send. However the second coat had to be sent back (at my expense), then they took two weeks to process the return and then the refund was stated as £0.00 without explanation! Took another week of chasing to get my full money back! Carefull of this company, it felt like they're trying to take advantage of anyone who isn't willing to stand up for their rights. I will NEVER buy from this company again. Also trades as Blacks, Millets and Go Outdoors.”
“Customer care is abysmal. Impossible to contact via phone and automated replies by email. They promised to price match a pair of boots which they failed to deliver but now their emails agreeing to do this have mysteriously vanished. Am £75 out if pocket and I see this is not uncommon eoth other peoples experiences. Avoid this fraudulent company at all costs”
“Will never order with ultimate outdoors again. First order went though on my bank account but company had no trace of order. I then reordered and didn’t receive a dispatch confirmation after 8 days (£3.50 delivery for 3-5 days) . Iv had 6 phone calls with customer service all saying very different things and blaming it on the previous staff member. Asked to cancel order even though it hasn’t been dispatched and told they can’t ! Asked to speak to manager 3 different times and told they can’t or their not in. Still haven’t received order and no one can tell me when or if it will turn up. Don’t shop here !!”
“Bought a tent in August, it fell apart on the first night, sent back tent as requested and they refused to refund on basis they couldn't sell it on. They shouldn't try to sell it on it was not fit for purpose. They said they would send the tent back, still not received four months later. They are rip off merchants. Avoid at all costs.lon”
“My order number 26356881
Wouldn’t use this company Worst company I’ve ever dealt with
I ordered five T-shirts only two turned up was told I was going to get a refund but did not turn up I emailed them twice and they have ignored them I understand they are JD Sports Wonder why they don’t use their name”
“Parcel was delivered to wrong address, emails, letters, filled in 3 lots of forms. I still haven't received my parcel 5 months later. Never been treated so bad. I have now taken it to small claims.
Will never use again.”
“Poor communication with customer services after they sent the same item twice. Wouldn't refund the postage that it cost me to return the second item. Was passed from one person to another, all of whom did not seem to understand the issue. Will never use them again.”
“I would like to give no stars! Customer service is apaling! I have been waiting 23 days for a refund and am told the item went to the wrong warehouse so there will be a delay! No indication as to when or if my refund will be processed!! No apology, they do not care!)”
“Poorest service I’ve ever experienced
I don’t normally write reviews but feel I have to highlight this issue to other potential Ultimate Outdoors customers. Ordered a tent from Ultimate Outdoors on 27th May 2020. When the tent arrived I was surprised to find that they had sent the wrong tent. I’m still trying to resolve the issue through their customer services.They said that they would arrange for a courier to collect the item after numerous emails trying to resolve what I thought was a simple issue only to receive a further email today stating they are unable to arrange a courier and want me to send the tent back and they’ll refund the fee. They won’t collect the tent and exchange for the one I ordered. Their customer service is terrible and they have yet to take ownership of an issue they’ve cause. 28 emails to and from Ultimate Outdoors and still no resolution. DO NOT SHOP HERE THEY DON’T CARE!”
“Having purchased a duffel bag and there being a problem with the courier falsifying delivery I claimed non receipt and was told the refund and research into my query would be resolved within 28 days, nearly 40 days and I still haven’t received the refund and have had to buy another bag for my travels. Would never buy from them ever again. If I don’t hear back shortly will escalate further to consumer watchdog as their customer service and resolution has been appalling”
