I ordered two jackets from Let'sHike.co.uk, which is the same company as Outdoormania.
Following the order, I discovered a raft of horror stories located on this review page. I have previously fallen victim to internet companies, so the discovery of negative feedback caused concern.
Regardless, I am pleased to say that the goods arrived as per order. The only observations I would make are:
1. The packaging was less than desirable - the jackets had been stuffed inside a grey plastic bag with the delivery companies tape securing the package.
2. There was no correspondence inside with the delivery - A little harsh considering I have an e-receipt.
3. There was no email to notify that the purchase had been processed and sent for delivery. However, the company promises (where stock is not an issue) that your purchase will arrive between 1-3 days. I ordered on a Sunday and received at 0930hrs on a Tuesday. Very fast delivery.
I was satisfied with the overall service. People place a lot of emphasis on communication. Whilst it is important, the main thing is that the items purchased arrive early, in good condition and per the website description. To this end, I have no problems with the company but had there been an issue the lack of communication could present as a chronic issue.
Placed an order on their web site on Nov 25th 2012. no updates on order status appeared on site. Called them to cancel and was informed that they were unable to cancel because item was dispatched previous day (?). After that website status was updated (?). On next call was informed that theay are able to reverse delivery to get item returned instead delivered - they rejected request to do so. Parcel got sutck in Citylink network. Called Outdoormania again and again - after 7 days they still refused to refund as "had to wait for Citylink to confirm parcel lost". Outdoormania keeps the money and will not refund (knowing I received nothing) untill delivery company of THEIR choice confirms parcel lost. No time frames given ever for any of process steps. Outdoormania never answered any of many emails sent to them. Only way to contact them is to call them on 0844 chargeable phone nr. Average wait is 15 minutes plus 5-10 minutes which gives average of 20 minutes of chargeable call paid to Outdoormania via BT. This all is just to get your money back because THEY failed. Giving them 1 start as negative numbers are not possible. Be warned - never register with OUTDOORMANIA, never give them your card details. They charge the customers card immediately after you place the order. Their email lies saying that they will charge the card when dispatched.
Update 11-12-2012: Received email from Outdoormania saying they are issuing the refund. No refund received though. Still waiting.
Update 13-12-2012: Finally received full refund. It took 2 weeks and at least 120 minutes on 0844 nr chargeable phone to Outdoormania to achieve this.
I ordered a couple of Berghaus fleeces on the 2/11/12 and paid by credit card. I got the usual email saying thank you and confirmation of your order etc and on the 6/11/12, I received a dispatch confirmation email with tracking details.
However, when I clicked on the link, all I got was a message saying " job number does not exist ". I waited a couple of days and emailed outdoor mania to confirm my items had been dispatched. I again waited a few days but got no reply so I decided to email again. Once again, no reply.
I waited about two weeks then tried to telephone them. I eventually got through to a human being after listing to crappy music for around 15 minutes, She confirmed there was a problem with the couriers tracking details and that she would ring me back after half an hour.
Guess what ? No phone call back! I decided to ring the next day and once again explained to problem. I was promised an email back but surprise, surprise, nothing after a waiting another week.
It is now the 29/11/2012 and have no goods or contact from outdoor mania. I am just about to contact my credit card company to try and get my money back. I am sure that they have many happy customers but just remember if things go wrong, outdoor mania have the worst customer service people I have ever had the misfortune to deal with.
Placed an order online because it was only place with the jacket in stock. After 3 days I received an automated email informing me the jacket wasn't in stock and would be delayed. It said new stock was arriving all the time and order would be reprocessed. A quick look on other companies websites showed very few had the jacket in stock (those that did were charging £40 more) and some were stating it was discontinued. I was then suspicious that I would get the jacket at all, and whilst attempting to get a contact number for outdoormania stumbled upon this site. After reading all the reviews my scenario seemed very familiar and I decided to cancel the order. Luckily the comments about spending 20mins on a premium rate phone line put me off ringing and I emailed instead. Don't know whether the email was read or not but 24hrs later my jacket arrived.
So even when you get that 'out of stock' email there's still hope. I received the jacket 10 days after the order was placed and my only complaint is that they never informed me that the stock had arrived or my order had been dispatched. A quick update would have stopped the worry.
I need to commend Outdoormania on their service and their expertise. Not only do they have a fantastic looking website and low prices but their level of knowledge is unsurpassed. I have called them on a number of occasions to seek advice on walking gear and skiwear and always they are knowledgeable on the subject and provide the right advice, You certainly do not get that with Amazon. Even if you can get through to them, they are completely clueless - a company that is only interested in maiking money and shifting boxes. Against the crowd Outdoormania really stands out for porividing the best in technical assistance. Companies like these are a dying breed. Be careful, continue to buy from Amazon and other box shifters and there will be nobody left to provide real knowledge and support. Outdoormania - the last of the real independents.
A fantastic experience with Outdoormania! Many thanks you are the best! It’s asking for more info so here goes. I ordered something and changed my mind. I rang them, got straight through and said I didn’t want the jacket because I didn’t think it would be warm enough. I was amazed that the girl knew so much about what they sell. She explained exactly what the jacket was I had bought and helped me decide that the jacket would have been warm enough. However she drew my attention to another jacket which was just as war, looked even better, was more breathable and was half the price. She saved me over £40 on what i had originally ordered and I got a better jacket. She also told me that I had ordered the wrong size because HH jackets come up small and sorted everything out. The jacket arrived next day and fitted really well. I even called her back to thank her and to tell her that I liked the jacket so much. She said if I was happy then I should tell someone. So here is my review: Outdoormania is really good, their products are good and their prices are cheap. Outdoormania’s staff are friendly and know lots about the things they sell. They deliver quickly and help people out. Five stars.
Have to comment on the outstanding service of Campmania and Outdoormania - and that just isn't a one off, it's always. Counting back I have ordered a total of six times off the Mania sites for outdoor clothing, footwear, a tent and ski clothing. Not once have I ever experienced a problem. Best of all, their sites always seem to have the best prices. On only one occasion have I ever received goods on the day after I was expecting, but in that instance, they emailed almost immediately after I placed the order to inform me that the jacket I had ordered was still on its way in to them so would be delayed to me by one day. As the description detailed that the delivery of the jacket could take between one and three days, this was still within their stated timescale. On the other five occasions, goods have arrived the very next day. I really do not understand how some of these reviews could appear. I can only conclude that there must be some very unlucky people around or some very malicious ones (probably Outdoormania’s competitors). Many thanks for your excellent service over the last three years. I shall no doubt be ordering again.
I live a short distance from Outdoormania's shop. I checked the stock of the item I wanted online and it stated it was in stock so I went down to the retail outlet to purchase. Lo and behold the item I wanted was not there. The customer service was terrible and it sounded like a scam to me. It seems as though they allow people to purchase things online under false pretences i.e stating they are in stock when they are not. Beware of using this company.
I have ordered from this company three times now and always I have received exemplary service. So much so that I felt compelled to write this review. I have ordered skiwear, outdoor gear and most recently a family tent. On a couple of occasions I have needed to contact them to check sizing and for general advice. On one occasion I had to wait in a queued call system for a couple of minutes but always when I speak to their operators I find them cheery, professional and very helpful. Role in their rapid often next day delivery and fantastic pricing on everything they sell and I really cannot fault the company, their products or their service.
I originally wrote a terrible review about this company but i take back what i said. Although my order arrived a day later than the 1-3 delivery specified on their site and they didn't update the status of my order, my goods arrived so i'm happy.
I have ordered off this company on a number of occasions and always receive the goods on time and in good order. I have sometimes had reason to call to check sizing and to ask for advice and always I receive a prompt, friendly and efficient serice. I really cannot understand why they seem to receiving negative reviews and can only summise that somebody has it in for them. Keep up the good work and I for one will certainly beordering from them aain.
Horrendous customer service. Ordered some boots 5 weeks ago which were in stock. 3 weks later receive e mail stating problem with order and there was a delay. E mail yesterday cancelling order! As with another dissatisfied customer wish I had read reviews before ordering.
It seems, for reasons beyond my comprehension, that this company's main business objective is to frustrate customers!
Order are not processed, emails not responded to and their contact number is Premium!
I discovered however that the landline number behind their 0845 is 01484 6888 99 or 01484 6836 33 (www.saynoto0870.com)
And a more responsive email: email@example.com
Unhappy customer found this review useful
Goods came quick and on time but there was an issue with one item. So sent back & thats when the problems start.
- E-Mails do not get a reply. Think they just junk mail them
- Phoning takes a life time to get through & then you get put on hold for another life time. Then they just want to get you off the line to say they will call you back. Silly mistake as they never do.
Still waiting over a month to get an item replaced but some feedback on the progress would be nice.
How does a company that has such a bad customer service like this survive is beyond me..
Wish I had read these reviews before.
Buy your goods at your own risk but I will NEVER use them again after this........
If only I had read the reviews before placing my order...everything previously written is true!
I ordered ski trousers and goggles,which were listed in stock and delivery was within three days.I attempted to cancel the order after they did not arrive ,rang and waited on a phone premium call line ,that was never answered and I was always sixth in the queue day or night and no replies to a host of emails,there was not a single reply!!!They eventually arrived a month later and I am now in contact with my credit card company to arrange a refund.
DO NOT UNDER ANY CIRCUMSTANCES BUY FROM THIS COMPANY
Unfortunately, I purchased from this shower before I read all the negative reviews on this site, but I can confirm all they say - communication from this cowboy outfit is NIL. Impossible to get through on their premium rate phone line unless you want to rack up a bank-busting bill and you have the patience of Job, and they NEVER answer the emails you send. Prices may be low, but this is because they obviously don't employ anyone.
This cynical lack of customer service means they will soon go bust, so some poor soul is going to lose their money and won't get their order - be warned!
They sent the wrong size. I sent it back. I know they got it because I sent it with a post office parcel tracker. I've e-mailed them and heard nothing.
I've sent another e-mail to them today but will also be in touch with trading standards.
The web is littered with complaints about :
Mostly about orders never being sent or just plain wrong. There are 5 pages of complaints at this site: http://www.ukcampsite.co.uk/chatter/display_topic_threads.asp?ReturnPage=Thread&ForumID=3&TopicID=153243&PagePosition=&ThreadPage=2
The trader has made excuses about poor service in 2008, but in 2011 nothing has changed.
After ordering an item on the 16th December 2011 (an item that was apprently in stock), I received an e-mail stating that the item wasn't in stock and that I could wait, or cancel my order.
I e-mailed their enquiry's team (firstname.lastname@example.org), asking if they knew when the item would be in stock. I waited a few days before deciding to phone their 0844 number. I spent 30 minutes on hold and didn't get to speak to anyone because after waiting for almost half an hour, it had ran into their lunch break!!
I then proceeded to e-mail their team to cancel my order on the 19th December.
After almost a month, as today is the 18th January 2012, I've been debited the amount for the item I cancelled a month ago... I'm dreading trying to get my refund processed, no doubt I'll need to wait more than a month for that. I expect I'll be contacting the bank in order to get somewhere with it.
I don't hold any hope of getting my postage costs refunded.
Avoid this company at all costs, (It will cost you!)
- Update -
I received an Item yesterday... Not the item I ordered! .. although it is the same colour... the waterproofing is 5000mm instead of 15000mm and it's a cheaper alternative to the one I payed for!!
John found this review useful
1 star rating is to good for them.
I ordered a pair of trousers from them and when they eventually arrived I was shocked to see them arrive in the worst packaging ever, they were squashed up so tight as if to cut the postage cost in a flimsy plastic. When i opened them the front button was missing, they were also the wrong size. I sent them back and asked for a refund which was on the 8th of December, I'm still waiting. I had called them over a week ago (after waiting half an hour to get through) and they promised my money would be refunded within the next couple of days, liars!
I have also sent several e-mails which did not get answered either.
outdoormaniacs are rogue traders, avoid!
John found this review useful
After placing an order on the 4th of December I am still waiting for part of my order which was all " in stock ". I've waited on the phone for over an hour and was told my remaining items were on their way. Its now the 4th of January and still nothing.
Very poor company.
John found this review useful
Placed an order on 14th November.
I still haven't received it today, the 16th December.
Outdoormania website says my order is awaiting allocation.
Everytime I ring I'm suspiciously the 4th caller in the automated queue then once I get to 1st in the queue the line goes dead.
No reply to 6 emails, including one asking to cancel my order.
I'm going to approach my bank to block the payment.
If i could rate them with a minus score I would.
Avoid these crooks like the plague.
John found this review useful
Ordered item with a 1-3 day despatch time, wasn't sent for 5 days, no confirmation email sent when it was sent. This resulted in me spending 20 minutes on a premium rate number chasing an item that had been sent.
An apology but that was only after I pointed out how much it cost me chasing them to do what they said they would.
Suffice to say I won't be back.
John found this review useful
Bought a Berghaus Mera Peak jacket from Outdoormania, best price on the web, however this company severely lacks customer service in the form of communication. Emailed twice with queries.....one week on still nothing, so I took my business elsewhere. Not good practice for a company!! If you know exactly what size etc you want im sure you will be fine, but dont expect any answers to your questions!!! :-S
John found this review useful
Fantastic range, amazing service and fast delivery. All that, everyone has. These people have this plus they have the best price on the Internet. They should be the biggest and best for outdoor, camping and skiwear anywhere in the UK. No doubt they will be.
Called spoke to the girl to check stock. Said was in so ordered a load of gear. It was three in the afternoon. Everything turned up today and thanks to advice on the phone, I resized a couple of things and everything fitted perfectly. Cannot fault them.
Goods didn't arrive in time (were supposed to be next day but I allowed 2-3 working days to be reasonable) so cancelled order. Goods were subsequently dispatched anyway - too late to be of any use. Can't get through on phone, dont reply to e-mails. Against my better judgement I returned the goods. Suffice to say its 6 weeks since I cancelled my order in writing and I have not been refunded. I once got through on the phone and was told my refund was being processed and the money would be put back on my card that day. It was not.
John found this review useful
Having not been skiiing before I neede to kit out my family for a half term trip to France. I found Outdoormania after being recommended by a friend who had bought off them before for their low prices. Without knowing exactly what I wanted I called. My budget for my family of four was £1000. I was on the phone for over an hour with the girl who must have had the patience of a saint with all my questions,. Eventually when she'd given advice and recommedations for the skiwear, we totted it all up. The grand total including goggles, helmets, jackets, pants, socks and thermals for the four of us was just over half of my original budget. Also thanks tio her knowledgeable advice, everything fitted and worked perfectly. Outdoormania is a credit to Internet retailing.
I ordered a lot of ski clthing and a helmet from them, then panicked that I wouldn't get it on time so went over to see them. On arriving I was told that my ski clothing had been sent. Since I was there, I decided to try the jacket and pants on that I ordered and discovered that I had ordered one size too small. The man in the shop said it was no problem and arranged for me to take the items that were the correct size. When I retunred home I saw that the skwear had arrived and I duly sent the items back for refund. The refund was completed immediately and I received all the itesm I needed with minimal fuss despite the fact that I had ordered incorrectly in the first place.
Bought a load of camping gear off of them before prices go up when sun comes out. Best prices anywhere - all kit about 10 - 20 per cent cheaper than next cheapest website. Everything turned up in a cpuple of days and I diodn't get charged until about a week after I got it which is good. Think their prices are good and delivery is as well but if you order something and it turns up that's what you expect so cannot comment about that
Outdoormania offered the best price on Berghaus Mera Peak jacket anywhere on the Internet. No problems at all. Slick website, easy secure ordering. Ordered it paid for it and it arrived next day. What more can I say?
I must commend the technical advice and overall customer service offered by Outdoormania. Their delivery was on time and their prices keen. I was unsure which set of base layers to buy having just taken up exercise as part of a weight loss programme. I saw the website but didn't know which one was best. I called thenm up, didn't have to wait to be be put through and was advised which was was best (the HH Merino set including hat and socks). The product works really well and the fit is perfect. The delivery was on time and I founf their service to be really friendly and efficient. Five stars for that. I will be recommending the site to my friends.
Just a quick word to thank Outdoormania for the skiwear. With money tight and having recently lost my job I had regretted putting my son’s name down for a school ski trip when times were better. However as the money is non-refundable, I had no choice but to go ahead with my son’s trip. Originally I had been recommended to hire the skiwear. However the cost of nearly £50 was dead money in my mind. I got in touch with Outdoormania and asked them if they had any clearance ski clothing. They pointed me in the direction of their clearance lines where I found everything I needed for the trip for less than £80. The girl from Outdoormania said that the kit was offered at less than cost. In fact even when I looked for second had gear, I couldn’t find anything cheaper. The idea is I will sell the gear on ebay when my son returns where I conservatively expect to get over £50 back. That’s way cheaper than renting the gear and my son gets new ski clothing.
Never used Outdoormania before and initially was sceptical having read some of the reviews. I don’t know why because their service was fantastic. I don’t order much on the internet and don’t like putting my credit card details in. So I called them. I found the operator to be highly professional and my order was placed with no fuss. I was informed that the item was in stock and that it would be sent on a 48 hour delivery service to arrive with me on Wednesday. However it turned the next day – a pair of Merrell hiking boots that have turned out to be everything I hoped they would be. Would highly recommend Outdoormania and will definitely be buying from them again. A pleasant and rewarding experience.
I ordered 2 trespass fuze snowboard bags and when they arrived I had one snowboard bag and one ski bag.
I have emailed them three times but so far I've had no reply and trying to get through on the phone is just a joke.
They do have a returns policy but I just don't know if they'll refund my money if I send it back.
They are very quick in getting your order processed and delivered but trying to get in touch with them is all but impossible.
I won't use this company again.
John found this review useful
They simply ignore their customers.
They are happy to say items are in stock and ready for 1-3 day delivery... weeks later, nothing... no response to emails and the telephone number is premium rate, gave up after 20mins.
Could have bought elsewhere, but they were "slightly" cheaper... wish I hadn't bothered using Outdoormania as they are an appauling company --- avoid at all costs.
What's even more annoying, is that they have your credit card details on record, ready to make the purchase... so even though I've bought the items elsewhere, they may take my money at some point and deliver the goods I already have!! Can't cancel because they don't respond!!!
Saying "ArgGGhhhhhhh" about sums up using this company!
John found this review useful
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