Been always love product from Mountain Hardwear till recently bought a Men's Elmoro™ Long Sleeve T in September. It is snagging so easily and a few hours first time out hiking ended up like this:
Wrote a product review with 1 star on the product website over a month ago and suppose to be published in two days but never appeared there. They seem only allow good (above 3 star) reviews published on their site. Such a joke.
It was my 4th product bought from MHW and it will be my last one.
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?
Ellis Brigham has one of the best customer services in the industry. First order of some outdoor clothes and shoes was rejected because I used my new credit card doesn't have 3D authentication so they can't deliver goods to my work address. They contacted me immediately and kindly pointed out the reason of rejection. Second try went smoothly and my order was delivered on time.
They are very customer focused and response to my emails quickly.
I do have a suggestion. They only offer free delivery on purchasing over £150. If they can drop this to £50 (or even lower) like most other online outdoor shops I would definately purchase from them more often :)
Saw a lot of good reviews before purchasing from Castleberg Outdoors. Placed an order of two hiking trousers. Delivery was right on time as promised (3~5 working days). Found one of the trousers is a bit long so contact their customer service for exchange or refund. They didn't have the right sized trouser in store so they offered refund. Sent back last Friday via Royal Mail and received refund this morning (Tuesday)!!!
Excellent customer service and great communications! Will definately purchase from them again!
For some reason I can't comments so i post here as updated reivew:
Many thanks for your time replying my earlier review. I've already knew the reason why my online order was rejected. If you see my review to Ellis Brigham outdoors for details here: http://www.trustpilot.co.uk/review/www.ellis-brigham.com/5238d28c00006400025a216a
Basically I used a new credit card for this purchasing but the card doesn't support 3D authentication feature which means my order can ONLY be shipped to the billing address.
Are you serious that if your customer service telling me this can breach your security system? Don't forget Blacks never contacted me that my order was rejected for 5 working days till I asked your customer service why I haven't receive my goods which suppose to be delivered in 3~5 days.
Thanks again for your time replying,
******* Below was my review of Blacks outdoors on July 24th ************
I ordered a waterproof jacket on July 14th and had it delivered to Richmond store for pickup. Confirmation email said it will be dispatched quickly and I will receive an email soon with tracking info. however I waited till 19th still haven't got such confirmation email. Contacted customer service and got a reply from them:
I'm sorry to say that your order has been cancelled by our security review team.
Due to the nature of this cancellation, we are unable to disclose the reason on this occasion.
I paid with my credit card using my current billing address and had the jacket delivered to a local store for pickup in person. What kind of security concern those guys can think of? I've been shopping online for ten some years and this is first time ever i get a rejection for such a funny "no reason".
I wanted to have a waterproof jacket for holidays leaving on 21st. I ended up took an umbrella with me. Thank you very much Blacks for banning me from purchasing a jacket from you!
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