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Cotswold Outdoor Reviews

2.8 Rating 87 Reviews

46 %

of reviewers recommend Cotswold Outdoor

Company Reviews

2.8

Based on 87 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Telephone

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Key message about Cotswold Outdoors: Bad customer service, sell poor quality goods, hides bad reviews and 'warranty' is pitiful. Details: I spent hundreds of pounds on a recent order. Part of this order was a top with good reviews. I have worn and washed the top 3 times (as per directed) since I got it and it has started to bobble already - so badly that there are strands of fabric coming out of the top with bobbles at the end. Now I appreciate that over time this can happen but I would expect more than a few washes before it does. I contacted Cotswold about this and was told: "Fabric pilling occurs through the day-to-day usage of the product and would not have any bearing on its usage nor performance. As a result we would be unable to validate a warranty claim in this instance." Despite making my case that the look is part of the purpose of clothing and this is not fit for purpose and a few wears and washes is not 'day-to-day' usage, my case was ignored. I asked to speak to the manager and this was not accommodated. I then communicated that I wished to write a review for the product (as the reviews when I bought the product were excellent and I want to warn others of my issues with the product) and I could not find how to log my review. I was fobbed off with various ways to do this, which were not correct and did not allow me to place a review. I have been told I might be sent an email which will allow me to review the product - I will believe it when I see it. It is certainly my opinion that Cotswold are blocking reviews of their product which are critical. I used to trust that Cotswold had quality products and good customer service/warranty for if there were any problems - obviously this is no longer true. I will never shop with them again.”

Posted 3 weeks ago

“Avoid this company they steal your money and you never received your item”

Posted 2 months ago

“I ordered 3 items. 2 were ok but the third item was faulty - only had external packaging which was dirty and got on the jacket. When I tried the jacket on the zip was broken and there was a piece of paper in the pocket clearly belonging to the customer who'd previously returned the item. Now I have to pay £5 for the the privilege of returning the item. Shocking customer service”

Posted 2 months ago

“Attended to purchase a pair of walking shoes and a pair of walking boot. Not fitted correctly as they were both too small, though they felt fine inshore. The attendant did not know how to advise on shoe fitting. The walking shoes caused toe and nail bruising on first walk. Returned to store on two occasions. On the first occasion there was only a manager at the store and he could not assist. On the second occasion a manager fitted walking shoes one size larger, noting that the used pair was too small such they my foot completely covered the length of the extracted insole. As the walking shoes had been used they could not be returned. The walking boots however were returned.”

Posted 3 months ago

“Could you please hire someone to actually make your website work. I can't accept the cookies, I can't see any products, I can't even get information about contacting you from your website. This makes you look like a scam.”

Posted 5 months ago

“Rated 1 out of 5 stars 3 hours ago Do not trust this firm...... Bought Aigle boots with a three-year guarantee. After two years, they were perished despite being stored inside. Returned them to Cotswold Outdoor to be told that they were dirty so coudn't be assessed We are unable to accept products in such conditions on hygiene and health and safety grounds. For goodness sake, how utterly feeble an excuse is that? 'As the boots have been returned in a dirty condition, we cannot conclude that there is a genuine manufacturing defect. We are therefore unable to offer a free-of-charge replacement or credit.'”

Posted 5 months ago

“Edinburgh store: No advice available for equipment purchase I attended the Edinburgh store for help to buy hiking boots. No measurements taken, no fitting advice, no direction to use incline boards, and no dialogue regarding likelihood of foot swelling during a long walk. Ultimately I have spent £185 on boots that don't fit. Attended store to discuss but manager entirely disinterested and unhelpful - reiterated several times it was sole my responsibility and he was unable / would not offer any insight into the standard level of advice customers should expect when seeking support to purchase hiking boots. This is despite the Cotswold's website encouraging people to attend in store to benefit from "expert advice". Overall, an awful experience and I will never shop here again. NB: Of note, before returning to the Edinburgh store, I attended the Fort William store who were fantastic. It was them who confirmed my boots were far too small!”

Posted 11 months ago

“I placed an order online with Cotswold Outdoors for a Garmin GPS watch on 26th March. I made the purchase using Klarna which was authorised. The website advises that this qualified for next day delivery. On 27th March, rather than the delivery of the watch, I received an email saying the order was delayed due to the ‘current climate’ and for ‘staff safety’. On 29th March, having had no further information, I emailed Cotswolds for a delivery update. I received an email back advising that such purchases are subject to further in-depth checks and they would notify me when when the item is dispatched. Later in the afternoon I received an email advising that the order had failed a security check and had been cancelled. I contacted customer services as I was somewhat confused and wanted further information as to why my order had been cancelled. After many phone calls i was informed that my personal data had been passed to a third party for means of a security check. I was advised that high value purchases are subject to further security scrutiny as I could potentially falsely claim that I had returned the watch and fraudulently request a refund! I enquired as to what personal data that I had provided had been shared to a third party without my consent? Also what information do they hold that would flag me as a fraud risk? I am advised that they can not give me this information. During a further telephone conversation, I was informed that they made the decision in association with Klarna. I contacted Klarna and they advise that they run a security check at the time of purchase and they authorised payment and they had no concerns with the transaction. Cotswolds now advise that if I visit a store and purchase the Garmin with Klarna, this will be successfully authorised but they will not honour the purchase online. Cotswolds also I form me that if I use a different payment method online, they will dispatch the watch immediately. During a telephone conversation this evening with a customer service supervisor, I was assured that they do not have any negative data or black marks against my personal data but they are concerned that purchases of Garmin watches purchased online with Klarna can be fraudulent (even though Garmin watches are available on the website to be purchased using the klarna facility) and that for reasons unknown to him (or it would seem, anyone else in the company) they have decided that I am a security risk and they will not fulfil the order. It would appear that Cotswold Outdoors freely discriminate against people using certain payment methods and feel it is within their gift to brand me a fraudulent customer based on information that they claim not to have?! I find this bizarre and shocking and I am furious! I have never been told I am a criminal and therefore refused to be served before. So no only do they pass your personal data to third parties I have now found out that it has affected my credit rating! Do not use this company if 1 You actually want to receive the goods that you have paid for 2 Don’t want your personal data given to a third party 3 value your credit score 4 Don’t want to be treated like a criminal”

Posted 1 year ago

“I Had bought a pair of Merrell shoes ate the Exeter branch in November 2021. Today in February 2023 the sole of one of the shoes had started to come adrift. I phoned Exeter and they told me to take them to my nearest store which is in Brighton. I visited the store this week and without hesitation they decided to replace the shoes with a new pair and also gave me a refund of £17 as the shoes had reduced in price since I last bought them. Wow what superb customer service. I have used Cotswold obver the years and this retains my loyalty for ever and also presses home the point about supporting retail shops. WEWll done the Brighton manager and team . Thanks you. Steve Wadman”

Posted 1 year ago

“The worst most incompetent company I have ever had to deal with. They took my money for trainers in-store, promising me that they would send me the trainers that were only available from another store. 6 weeks later no goods and despite over 15 calls, there is still no refund. They always politely acknowledge that they haven't given me either goods or refund but then fail to refund me. How many more calls do I have to make???”

Posted 1 year ago

“Borderline false advertising I registered for an account at the point of checkout rather than in advance (same transaction) and as a result they will not offer a price match. False advertising and hiding behind a small print technicality”

Posted 2 years ago

“I'm drastically ill, bed ridden and I cannot drive as a result. Cotswold outdoor send me the wrong items and therefore their fault entirely. They refuse to resend the right goods out to me and refuse to pick up the goods they sent incorrectly which has left me with no option but to keep a pair of female gloves I cannot use. The way they have treated an ill, immobile person for a problem that is 100% caused by them is horrendous, especially given the gloves were only £40-50. They have lost a customer, I will be reviewing them across the board and I will be reporting them to Citizens Advice for their mistreatment of the matter given my personal circumstances. The man who made this decision to not help was called Finbar.”

Posted 2 years ago

“Terrible Customer Service. Failed to acknowledge or respond to my complaint. Will not be using this company again”

Posted 2 years ago

“I had a faulty chair delivered and was absolutely appalled by their cumbersome and totally unfriendly returns service. I gave up as the steps you had to take were just so time consuming. Please if u are thinking of buying ensure that u are unlikely to have to return the item .”

Posted 2 years ago

“Customer service dreadful, I was owed refund £153. Waited 10 weeks for this and that was because I escalated to a formal complaint.”

Posted 3 years ago

“I ordered an expensive jacket but because the company use Yodel it has not been delivered ( yodel being the worst courier company ever imho). I asked for a refund and can see that yodel returned the item to them 5 days ago They have not refunded me despite me emailing them ( they don’t respond). I have now raised a request with paypal so hopefully I will get my money back eventually. I will never order from them again and advise everyone to avoid.”

Posted 3 years ago

“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.”

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”

Posted 3 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.”

Posted 3 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”

Posted 3 years ago

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Cotswold Outdoor is rated 2.8 based on 87 reviews