I placed an order for a coat that was showing in stock. I did not receive any confirmation email. A week later I had not received delivery and sent an email to chase it up. No reply. A couple of days later I phoned. Yes they had the order and they had the email asking about delivery, but no they didnt have stock but had put an order with their supplier and I would get delivery the following week. Emails and calls and 4 weeks later, I call to find the supplier has been unable to supply and that my order had been cancelled. What about an email to tell me this, I asked?
If you judge a company by what it does when it gets something wrong, then this is one of , if not the worst companies I have ever had the misfortune to deal with. In August last year I ordered a Sea to Summit Mosquito Head Net - they sent me a Gelert Mosquito Net! Ok mistakes do happen, so I called their 2p min number and had it on speaker phone whilst doing other things before realising I had been on the line for over 45 minutes! I got in touch with them by e-mail and they eventually replied assuring me if I sent the Mosquito Net back I would be reimbursed for postage costs: I haven't. Despite numerous e-mails they have not had the courtesy or perhaps competence to reply. My advice to anyone contemplating using Outdoormania and wish to avoid a similar experience to mine is to shop elsewhere.
This was my first time ordering from OutdoorMania and definitely my last, after ordering a helmet I never received a despatch email, despite it being delayed and a few days after I had to call them (costing me money!) I received a voicemail from another one of their customers who had received my order in Woking?! when I spoke to her she seemed quite angry as she said she had had issues with this company before. They then sent me a new helmet next day delivery which I received and upon inspection it was faulty, quite stressed at this point as skiing was a week away (I had originally ordered this at the beginning of Feb to be safe). They then proceeded to collect my item, and guaranteed that a replacement would be sent out next day delivery on Wednesday. I had to ring them again today (Thursday) to find out if it was coming and they informed me it hadn't even been sent yesterday and it was going out today! I informed them numerous times when I was going away and had to make numerous phone calls to their 2p/min phone line (which I was always on hold) only to be left stressed and annoyed.
we ordered a jacket from the website and got a different jacket delivered. We returned it and asked for the original one to be sent. I got no reply after a number of efforts to email them. They then RESENT THE SAME WRONG JACKET! We sent it back AGAIN and asked for a refund and they took off £3 plus didn't refund the postage!
The website said an item was in stock, but when I placed the order, I got an email a FEW DAYS LATER saying it was currently out of stock and they were awaiting a new delivery. DON'T TRUST THESE PEOPLE. It may just be a scam to get you to call their (premium rate) number to cancel the order. Also, you don't know who on here giving good reviews works for this company.
Ordered a Deuter Kid Comfort 2. Acknowledgment received by email. No further contact at all, but it turned up dutifully two days later. Excellent price. My order is still showing as Awaiting Allocation on their site.
In short - you get the goods, but their website is for initial ordering purposes only; after that forget the website. I didn't have to contact them so can't comment on the customer service.
Ordered a Helly Hansen thermal top on the Wednesday so it would be ready for use at the week-end on a motorbike trip. Website clearly stated DELIVERY: Next Day!!! Still no delivery by Friday so telephoned customer service - waited 10 minutes to get through and then told "Oh sorry but next page says you may not get it next day and you should ring us if really important". Tried to explain that I assumed if it said DELIVERY: Next day that they meant just that. Asked who owned the company so I could write to the owners, but they wouldn't tell me. Asked if they would send out today for delivery on Saturday - no was the reply as it would cost them. Will have to wait until TUESDAY i.e. SEVEN days instead of next day delivery. Save yourself grief and go straight to Helly Hansen or a reliable company that actually does what it advertises! They also kept on saying that Trading Standards had looked into them and that they were okay to operate - very re-assuring - hmmmmmm.
I bought a pair of Brasher boots on which the rubber welt began to part from the leather upper within a few weeks. They ignored my e-mails and when I phoned on their premium phone line tried to tell me that their Ts&Cs overrode my rights in law. I shall probably have to go to the County Court, but I doubt if they would even care.
I ordered a coat which was advertised as next day delivery, received an email after a week saying it wasnt in stock and would I like to wait or cancel my order, I emailed back and said I would wait for the coat (which I had ordered in a size 12) and suggested that as an act of goodwill that they also send me a size 10 as I was unsure about the size I wanted but they would cover the return postage . I never received an answer from them but a week later 2 coats arrived and when I contacted them about the return postage they refused to pay and then ignored any further emails even when I directed them to the enquiries section. Ive also been on hold for over 15 minutes at different times of the day on the phone and no answer. I ended up having to pay the return postage as they would have charged me for the second coat.
So initially I gave a scathing review as my order arrived incomplete. After 5 emails (and paying a lot to stay on hold using their premium rate 0844 number and not getting through to anyone) I got only one response which was an email from sara@outdoormania with an email sign off from Amelia or in other words someone copy and pasted a generic email and sent it to me.
Yesterday the remaining parts of my order have arrived and are as expected but there in lies a big problem.
1. They promise a next day dispatch of goods yet it was two weeks. If you are ordering before your holiday bear this in mind as the stock shown on their site and delivery times are a fabrication! 2. If there was a genuine problem such as my goods didn't arrive or were incorrect then there is nothing you can do about. They already have your money - tough luck!
For a first time skier like me I got all my gear (excluding boots and skis) for £225.00. Would I purchase from them again, absolutely not!
So now I know I am just another unhappy customer. I ordered on their website, very soon received an email that my order would be delayed. I rang to ask for how long, but they could not specify - maybe by a week., maybe more. I rang them after a week to learn that they have cancelled my order without letting me now - just before Xmas! No communication, no one to pick up the phone (they get their coats and leave at 4 pm), no reply to email, no control over their stock and suppliers. What a great way to a undo a business!
Nearly a month ago I ordered a Merrell fleece jacket by phone. I was told they were out of stock but could order me one and it would arrive in 7 days. two weeks later and no delivery, so I phoned and was told it was to be despatched that day and would arrive within a few days. another week later I phoned again to find out what was happening and was told that a courier had gone out 3 times with the parcel but had never reached the destination. (!!!!) The rep said she would contact the courier and phone me back with an update. No phone call. So I phoned again the next day and was told that she hadn't managed to get hold of the driver but would phone me back (again). I received a phone call this time to say that the courier would phone me direct. No phone call. So I phoned again the next day and was told that the parcel had been sent back to the depot, and they would have to try again to get the driver to deliver it. (again) I told the rep the times I would be at home for the next two days and then wanted a complete refund if it was not delivered by Friday. I'm still waiting. One more day and i'm giving up. I've written to the customer services manager, but doubt if I will get a response judging by the fact I have sent an email and had no response at all. Meanwhile I have wasted time and money on this company. It costs me every time I phone them and I have had to wait up to an hour and still have not got through. I chose this company because their price was a few pounds less than other companies but adding on the cost of the phone bills it will work out a lot more expensive if the jacket does arrive. I do not understand why Trustpilot had rated this company 'acceptable'. Reading the reviews there are a lot of serious issues. For me a company should have at least 75% positive reviews to be rated 'acceptable'. If I had read the reviews before I made my order I would never have gone anywhere near Outdoormania. I had two deliveries from Amazon and Hotter this week and they arrived within a few days of ordering. So it can be done without any pain. In future I will look at Trustpilot before ordering anything again. I will send an update to let future customers know the outcome.
I ordered a Berghaus jacket, (very expensive) which their website described as in stock and next day delivery. After a few emails and long phone calls I was told two days later that I would have to pay £6.44 extra to have it delivered 2 days late!!! I had to pay to get the jacket for a planned trip that weekend and have since tried to get that illegal charge refunded... guess what... no one answers any emails even though they are addressed for the attention of the Managing Director/CEO. I strongly advise you to find a reputable company if you want a reliable outdoor clothing purchase. I will now organise a refund through my Visa company and never use this disreputable gang again.
I placed an order on their website as it stated that the goods I wanted were in stock.
I then received an email telling me that they were waiting for one of the two items from a supplier. Why does their website state it is in stock then if it isn't?
A week later they have not received the item so simply post me the one item they have in stock. I called them to order a substitute as again their website tells me it is in stock, only to be told it is not. I don't rate this company if what appears to be a "live" website is inaccurate, if you want your goods, go elsewhere.
I found my first contact , with this company , an easy experience . i found them very easy to deal with . I had rang them to place my order , as I wanted it to be delivered on the Thurs rather than on the Weds ( as I would not have been available to receive it on the weds , and I was placing the order on the Mon , but after 1pm which means the order would have been processed on the Tues and Delivered on the Weds !) As promised it arrive on the Thurs morning . I would give this company a ten out of ten score and will not hesitate to order from them again .
I am pleased with the product, price and speed of delivery of my Gelert Cabana 4 from Outdoor Mania. It was the lowest price for this particular tent that I could find on the internet from an authentic supplier and it has arrived quickly and as described. I ordered the tent on Tuesday evening, and it has just arrived (11.30am Thursday). Thank you Outdoor Mania...I will buy from you again!