Purchased a pair of Trousers and really liked them so purchased a second pair. Within 1 use per week for 8 weeks of casual office wear and laundry per wash label instructions, the stitching in the seat of both pair simply let go. I returned to Craghoppers for warranty replacement. They informed that my product was no lounger made, but offered me substitute models. Process to several weeks to US. In less than a couple months, both pairs failed seams in the same stitch. Local tailor says inferior thread and manufacturing methods. So I am now 4 MONTHS into the second warranty replacement. They have my faulty ones and now I am being told an additional 7-10 days for delivery, yet they cannot produce a tracking number that works. Two weeks ago, they said they shipped them and didn't, but they won't tell the truth. The product workmanship is shoddy and customer service is abysmal. As a US customer, I would recommend you avoid this company in every way.
UPDATE: Got my 3rd replacement. Too small! And one pair did not have the button attached. Unreal. Worst possible quality control... Craghoppers says they are finished "helping" me and that their Lifetime Guarantee does not apply to items sent out as replacements. I will be donating my new smaller-sized trousers to someone else...
Garment purchased in sale. Arrived with multiple manufacturing defects. I very much liked the garment itself, but could not accept paying full (sale) price for such a defective item. Craghoppers informed. Item was end of line, so no replacement, and it could not be be repaired. This left the only option of part refund. Craghoppers were not interested in assessing the defect in any way, and to that end would only offer a flat refund of £20% instead of my 50% suggestion. This 20% was unacceptable due to the severity of the defects that remained un-assessed by the firm. When the matter was escalated, they offered 100% refund, to my surprise. Great service I thought. But then arrived the sting in the tail. Craghoppers deleted my account and demanded that I not purchase their products again! Take home message: Craghoppers punish those who buy their faulty products & then pursue their legal rights. Avoid at all costs.
I ordered a bunch of stuff after Christmas, one item didn't fit so i asked them if i could return it. No way José, wouldn't have any of it. I explained i had been away abroad working and that it was difficult for me sometimes, like meeting 'return deadlines'. They didn't care, my personal circumstances are not important. I returned the item anyway, closed my account, asked them to remove me from their mailing lists. So whose loss is it? I've been a loyal customer for many years, but they would not take back a top worth £25.
Ordered my size, it eventually arrived but was far too tight, checked they had the next size, spoke to customer service who told me to return the garment It took over 2 weeks for them to acknowledge the return by which time the next size was out of stock. It cost me £3 for the return, they promised a refund - but kept my original postage cost of £5. So all in all I'm out of pocket by £8 with nothing to show for it. Rubbish company - don't trust them.
Price Match Promise (UK websites only) not available for international customers despite no mention of this in Terms & Conditions:
- The item price guaranteed must be the exactly the same product colour and size that you wish to order. - The product must be in stock when the price checker confirms within 24 hours of receipt of your e-mail or call. (Price checking team operate Monday to Friday) - The product must not be on 'promotion code discount'. - Your price promise must be confirmed prior to your order, discounts will not be applied retrospectively. - The Guarantee applies to Web sites only, not retail stores. Does not include sites like Amazon or E bay or any other discount/auction site. - The company must be shipping from the UK. - Not to be used in conjuction with any offer.
I feel compelled to write given the poor write-ups. Firstly, the quality of the clothing is fantastic. I have used it to stay cool and protected whilst travelling around Rajasthan in the height of summer. I have also used it for walking in the hills and coastal paths in the UK. And I have used it to dry me off and warm me up after cold water swimming. In every setting the clothing has performed admirably.
I have also bought Craghoppers gear for friends and family without any issue. The sizes are, from my experience *and I ave purchased in excess of 30 garments for myself and others), completely acurate. If you are going to buy trousers in a 32" waist make sure that is your size. They do not come up big and the material that they use is not forgiving if you get the size wrong.
Finally, there is no need to buy full price. Most of my gear has been purchased, from Craghoppers themselves, at 60-70% off the list price.
I ordered 2 pairs of size 12 trousers from craghoppers after measuring myself. I am normally a 10, but the 10s i previously bought were too tight. 2 pairs of trousers turned up, one slightly too tight and one massive. After a lengthy exchange of emails it turns out that trousers are not necessarily the size on the sizing chart, the actual size depends on the 'fit'. One pair had a waist size of 28 inches, as per the chart, and the other pair were 30 inches as per a size 14. Craghoppers customer support appear to think this is completely acceptable. However there is only one sizing chart so difficult to tell what you will get without emailing them to ask first. And at £5 for postage and £3.50 for returns you can easily be out £8.50 with nothing to show for it.
They did give me a free return label when i complained which is the only reason they got a 2nd star.
Some dismal reviews on this site for Craghoppers take as you find I guess but their annual sale is on and I have bought a load of kit at the right price. Buying from Craghoppers before I know what fits me and what to expect in terms of quality and design. Even their packaging is well done and is delivered on time. I appreciate well thought out products - they suit me anyway. Bill Birmingham
Only reason I would buy their products is the lifetime guarantee, but given their terrible customer service I wouldn't even trust this should I have a problem with one of their garments. They make you pay for return delivery. HELLO??? You sell CLOTHES, we need to try them on and if they don't fit they need to be returned!!! Website/service is all glitz and no substance. Buy their clothes from distributors if you must.
Ordered a fleece and a pair of trousers online, but my order wasn't dispatched for another four days. Not a huge amount of time, but I dad have to chase them up about it and it did cost £4.95 for P&P, so I expected better.
My fleece is good, but the trousers were badly fitted, tatty and uncomfortable. Sent them back as per the "No Quibbles" return policy about a month ago, haven't heard anything yet. I had to pay £3.50 for the courier to send them back as well.
I originally gave them 2 stars, but writing this has reminded me of how useless this company is. Will never buy a thing from them again.
Right now -- they do not get a great rating because of the enormous delay with shipping. I ordered Dec. 4th and it is Dec. 29th and still no package. I have ordfered international before without this kind of delay. I am sure product line is great. Sadly, they donot have package tracking. Not a happy camper at this time.
Have to agree with the 1st review on here. The products themselves are very good and competitively priced, however when I have ever ordered online it has turned into a shambles, especially returning items. I normally now bypass ordering online and purchase off a 3rd party.
Good quality products with life time warranty, very polite and helpful customer service but their delivery/return system is a mess. It takes days for them to post the goods or notify you that item is out of stock. If you book return the driver may show up any time 2-3 days later than agreed. In last few weeks the snow was the excuse but it is not different if you order your goods in June.