I ordered a pair of sandals for a holiday one month before I was due to leave. They never arrived so I emailed them. No luck with that one! After two phone calls to the company I discovered that due to human error my order had been cancelled! Therefore, no sandals for my holiday! What a shambles of a company they should be looked into by Trading Standards. If anyone managed to get their order you must have been in about the 1% of customers who actually had a positive experience. My advice to anyone would be DO NOT GO THERE!!!!!! Mrs Clark, Scotland.
ORDERED ONLINE and they contacted me by phone to say the payment had`nt been processed and would i like to pay over the phone,a stroppy opperator couldnt understand my northern accent and i canceled the order which she seemed quite happy with. whilst reviewing my bank statement after christmas( 3 months later ) i discovered that the payment had in fact been processed. when contacted they refused to believe me unless i supplied a copy of my statement nearly five months later with a sorry bout that but here you go e-mail the money was refunded!!!!!!!!!!!!! NOT MY TYPE OF COMPANY.
I ordered some boots from them and had to return them due to the sizing and fit not being right. They received them on the 16th January and for 2 weeks I was made numerous promises regarding my refund from, its been done to its getting done today.
None of which were true. In the end I had to open up a paypal dispute, to which they didn't bother to reply or update and after a few days paypal refunded me. So eventually after 15 days I got my money back.
I certainly won't be ordering by mail order from them again unless they sort their act out.
I ordered a starter pack to include a climbing harness, karibeana, chalk bag and belay. The order arrived incomplete with only the harness arriving. This happened a month ago and this problem has still not been sorted out by the company. I sent 3 emails to complain and ask for help and phoned customer services on 3 separate occasions additional to the emails as no one was responding to the emails. Everytime I phoned customer service, there seemed to be no record of my query from before. How frustrating! Finally managed to get a response after the third occasion in the fact that there is nothing they can do before Christmas and that I had to send the harness back to them before they could send out the missing items. When I mentioned that it wasn't good enough, I was told "No problem, have a good Christmas". Utterly dreadful experience. I have spent alot of money and have got no Christmas present to give!
My package arrived in 6 working days and was delivered safely, exactly as advertised. It arrived earlier than they said it would (7-10 working days), eventhough it's close to Christmas and they say they are very busy. They despatched my order after two working days. I wrote to the customer services an email and got a response in approximately 4-5 days. They gave me the tracking number I asked for (both the Parcel force and the GLS Courier one, those were not available anywhere else), that was very helpful for me, without them I would have had a real problem with the delivery. I won't give it 5 stars because when I registered my account, using the fast checkout form, they didn't link the order to my account and I had a lot of trouble logging in, I had to register etc. And also, they did not provide the tracking numbers by default, only when I asked them. But aside from the site's problems, I got the package faster than they promised, so I am really satisfied.
Ordered a jacket off Cotswold Outdoor a week ago and received a confirmation email straight away. A day or so later, with a bit of time on my hands, I did a quick search of the company just out of curiosity more than anything. I regretted that decision immediately. Bad reviews as long as your arm had me thinking it would be February before my jacket arrived. To my surprise, I received a dispatch confirmation email on Monday and arrived home to a nice shiny new jacket today.
Now I'm not suggesting that the bad reviews are without basis, but I think it is worth remembering that good experiences often go unreported and as such, pretty much everything on this review page is about how terrible the online store is.
I can only comment on my own experience which was, as my rating indicates, 5 star.
I ordered a jacket on august 29th and is has been delivered on september the 18th. That makes 15 !!! working days instead of (3 - 5) plus 1 (I ordered from the Netherlands). In the mean time I walked the C2C. I'd better bought it at a Cotswold outdoor shop! Excuses: 1-Due to an error in our system 2-It has been sourced from one of our stores, stipulated at 7 – 10 working days 3-Tracking Number: N/A becouse of 1.
Put an online order of a base layer and two hiking socks on Sept 9th. Received the base layer a few days late then the expected delivery date. The remaining two socks are now stuck in processing status. Emailed Cotswold customer service two weeks ago but haven't heard anything back from them.
Even though they haven't charged my card for not shipped goods but it is just annoying for waiting such a long time no reponse at all.
As a few others said, I had very good experience shopping in Cotswold outdoors shops. How come their online business is just so rubbish?
Order says 2-3 working days... 5 days later and still nothing. No emails to say where the order is either. I've sent three emails and not had one reply. I've just called their customer services line and been told that they're running behind and the order should be with me shortly. She can't say when but she can email the despatches department and they will reply within 3 days!!!!
Buy instore if you can handle their prices. AVOID their website unless you don't mind waiting a long time for your stuff.
Just ordered a down vest from these guys. I ordered a size too big, returned it and ordered a smaller one. Order confirmation, dispatch confirmation and delivery was prompt on both orders. The return was less straightforward but okay.
I had to chase the refund on the returned item as within a week they hadn't confirmed the return. When I rang they had no record of it coming back so I was rather glad to have proof of delivery. As it happened I didn't need it as the full refund did come through a couple of days later, I've no idea whether chasing it helped.
The staff on the phone were pretty helpful answering questions and chasing orders etc. However, none of my email correspondence was answered, I'm not sure anyone there is even dealing with it at the moment. Secondly, I received no confirmation of my returned item, they just credited it straight back to my account.
Not a bad experience all in all, but they really do need to work or their correspondence.
Placed an order online and received an email confirmation that this had been processed but when I logged in to the website there was no orders listed on my account. After emailing Cotswold and waiting 24 hours they confirmed the item would be despatched within 6 days, I waited 7 and still no item and no idea how my order was progressing as I couldn't check when and if it was going to be despatched. Messages left with "customer services" to call me back were unanswered. I'm not sure just how Cotswold expect you to make yourself available to accept the delivery with this type of system?
Attempts to call customer service desk are absolutely fruitless, you cannot actually get through to customer services, all options on the phone eventually terminate at a "messaging team" that can take messages and new orders but cannot actually deal with your query. From what I can make out this appears to be an outsourced company and not actually part of Cotswold Outdoors. Emails to customer services take 2 days to respond, upon which they cant actually tell you anything or dont answer your question.
At this point id had enough and attempted to cancel the order, but I have no order on the website to cancel and a customer services line who don't actually have the ability to do anything.
Avoid this online retailer, there are many more out there that offer a much better service. Ive reordered the same item from another shop which is set for delivery tomorrow...and its cheaper! Live and learn, I wont be using them again!
I ordered a shirt from Cotswold Outdoor on the 26th August and just been told now on the 16th September that they are starting to process this and send it out. Very bad contact channels as well, really hard to get through to anyone.
Honestly, buy somewhere else as you will get it within a reasonable time and a lot better customer service.
I think I will stick with Go Outdoors or other online shops from now on.
Great stores (albeit pricey) with exceptionally knowledgable staff - but online - wow, horrendous. Place order - does not arrive - email customer services, no reply , ring through and they admit they have no idea where item is as they only have one lorry collecting goods from around the country and cannot track it. After 17 days goods arrive, but unfortunately I have to return one item. Again after 10 days no refund on card - despite chasing they admit there is a backlog and cannot even admit to receiving item, despite using signed for delivery. After 15 days card is refunded. Completely unacceptable. Avoid at all costs.
Their shops seem fine but their online experience is laughable. Here's my list of reasons you must avoid them:
1) 7-10 working day estimated delivery time. Seriously? On 22nd August I ordered a shoe size which was out of stock of the local shop (Brighton) but was available in a shop 40 miles away (Tunbridge Wells). Still they quote a 7-10 day delivery time. What century are we in?
2) After 10 working days I call customer services. Actually getting through. Person I spoke to said that they didn't know where the shoes were but it would take a long time 'because they are coming from Fort William'. Apparently a man goes and picks things up from the shops and brings them down to the main depot. Between leaving the shop and arriving at the depot there is no visibility of stock. At all. What % of Costwold Outdoors' stock is untracked on the back of vans at any one time? How long does it take to get something from Fort William to Malmesbury?
3) 10th September I call customer service again (option 2 on the phone system, option 1 is sales). On hold for a while before someone answers...from sales. Who can't track orders and can't pass you back to customer services. So I press option 2, pay for a while to be on hold and then get an automatic downgrade to option 1 who Costwold Outdoors know are guaranteed not to be able to help me. Genius. Tie up your sales staff with baffled and angry customer services calls asking where their orders are.
4) And to cap it all....if you read the confirmation email for your order...it claims that they haven't actually entered into a contract of sale until they despatch the goods to you. So Cotswold Outdoors have their own legal system whereby their taking your money doesn't constitute a 'sale'. Oh no. That happens when they send you the goods. That is a lie. When you take money for my goods, you are entering a contract to supply me with those goods. Are they really pretending that this would stand up to legal scrutiny?
Congratulations Cotswold Outdoors! You've constructed a system which is infuriating, incompetent and illegal! Never, ever again.
And by the way, I won't use your bricks & mortar shops either because my online experience tells me that when I buy something from you, I'll presumably be subsidising all the stock you have lost because you can't be bothered to invest in a stock control system or even a gps for your drivers.
This is the worst online service I have ever received - I can't belive this is a major high street store. I ordered a bag, was charged for it and it never arrived. It took me 3 days to be able to get through to the customer services number (an 0845 number at that) to speak to someone (I kept getting their overflow service who don't have access to orders), only to be told the bag had not been dispatched. I was promised it would be sent that day, and then got an email saying it had definitely been sent for next day delivery. 3 days later, no bag. Another effort to get through to talk to someone to be told...it hadn't been dispatched. I cancelled the order at this point and sent a complaint. I then received an apology and a promise of a gift card as compensation. 2 weeks later, and it has not arrived, can't say I ever expect it to! Would never order anything from this site again.
I ordered gift vouchers from the website for fathers day however they ended up being lost during the courier transport which isn't the fault of the company. What bothered me was the fact that after my initial email to them i was told they would let me know when the had located the parcel yet a whole week went by ( as did fathers day ) and yet I still heard nothing and had to send a further 2 emails before they reissued my lost vouchers. Staff were polite and have never had problems with the stores however I would not order from their website again
Do not order online, they do not process your order until you phone there ridiculously over priced 08 number of which they keep you on hold or on the phone for over 10 minutes racking up between £5 - 10. This is a known scam poor company's try to pull in order to make a extra buck.