Cotswold Outdoor www.cotswoldoutdoor.com

★★☆☆☆
1.6
11.0% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

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Latest Reviews

“Customer service ”

★☆☆☆☆

written by Adrianparamedic on 23/01/2024

I recently went to the bury st Edmunds store to buy a pair of running shoes and all I can say is the the gentleman who was there was so unhelpful, a lovely female colleague tried to assist as she could see how unhelpful he was , with little success. I believe needs to be retrained in customer care. I left the store and will be making my purchases else where. Please be aware of this store.

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“Terrible ”

★☆☆☆☆

written by fegp on 26/10/2023

Rated 1 out of 5 stars 3 hours ago Do not trust this firm...... Bought Aigle boots with a three-year guarantee. After two years, they were perished despite being stored inside. Returned them to Cotswold Outdoor to be told that they were dirty so coudn't be assessed We are unable to accept products in such conditions on hygiene and health and safety grounds. For goodness sake, how utterly feeble an excuse is that? 'As the boots have been returned in a dirty condition, we cannot conclude that there is a genuine manufacturing defect. We are therefore unable to offer a free-of-charge replacement or credit.'

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“Edinburgh Store: No advice for equipment purchase”

★☆☆☆☆

written by Fiona3 on 17/05/2023

I attended the Edinburgh store for help to buy hiking boots. No measurements taken, no fitting advice, no direction to use incline boards, and no dialogue regarding likelihood of foot swelling during a long walk. Ultimately I have spent £185 on boots that don't fit. Attended store to discuss but manager entirely disinterested and unhelpful - reiterated several times it was sole my responsibility and he was unable / would not offer any insight into the standard level of advice customers should expect when seeking support to purchase hiking boots. This is despite the Cotswold's website encouraging people to attend in store to benefit from "expert advice". Overall, an awful experience and I will never shop here again. NB: Of note, before returning to the Edinburgh store, I attended the Fort William store who were fantastic. It was them who confirmed my boots were far too small! It does now shed some light on why the Edinburgh store was notably lacking in-person customers.

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“Accused me of being a criminal and breaches GDPR”

★☆☆☆☆

written by RebeccaKJ on 03/04/2023

I placed an order online with Cotswold Outdoors for a Garmin GPS watch on 26th March. I made the purchase using Klarna which was authorised. The website advises that this qualified for next day delivery. On 27th March, rather than the delivery of the watch, I received an email saying the order was delayed due to the ‘current climate’ and for ‘staff safety’. On 29th March, having had no further information, I emailed Cotswolds for a delivery update. I received an email back advising that such purchases are subject to further in-depth checks and they would notify me when when the item is dispatched. Later in the afternoon I received an email advising that the order had failed a security check and had been cancelled. I contacted customer services as I was somewhat confused and wanted further information as to why my order had been cancelled. After many phone calls i was informed that my personal data had been passed to a third party for means of a security check. I was advised that high value purchases are subject to further security scrutiny as I could potentially falsely claim that I had returned the watch and request a refund! I enquired as to what personal data that I had provided had been shared to a third party without my consent? Also what information do they hold that would flag me as a gimmik risk? I am advised that they can not give me this information. During a further telephone conversation, I was informed that they made the decision in association with Klarna. I contacted Klarna and they advise that they run a security check at the time of purchase and they authorised payment and they had no concerns with the transaction. Cotswolds now advise that if I visit a store and purchase the Garmin with Klarna, this will be successfully authorised but they will not honour the purchase online. Cotswolds also I form me that if I use a different payment method online, they will dispatch the watch immediately. During a telephone conversation this evening with a customer service supervisor, I was assured that they do not have any negative data or black marks against my personal data but they are concerned that purchases of Garmin watches purchased online with Klarna can be sham (even though Garmin watches are available on the website to be purchased using the klarna facility) and that for reasons unknown to him (or it would seem, anyone else in the company) they have decided that I am a security risk and they will not fulfil the order. It would appear that Cotswold Outdoors freely discriminate against people using certain payment methods and feel it is within their gift to brand me a sham customer based on information that they claim not to have?! Do not use this company if you want to actually receive your goods and don’t want your personal data shared with a third party!

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“Visited Betws y Coed store and had to leave after...”

★☆☆☆☆

written by MarquiseBentley on 04/02/2019

Visited Betws y Coed store and had to leave after about ten minutes as I felt very uncomfortable. The music was too load and the shop seemed to be full of chavs and shoplifters (other 'customers', not the staff). If this is the kind of clientelle they encourage then I don't want to shop there !

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“Really Bad Service/ Communication Awful”

★☆☆☆☆

written by KamariFisher on 25/03/2015

I ordered Ski Gloves for my son with an expected delivery date within 3 working days. 2 days after the latest expected delivery date I rang to chase and they just gave me the delivery company and tracking no. and told me to ring them and chase up! This reference did not exist in their system neither did the delivery address or postcode. After several more call to Cotswold helpdesk they said they would investigate and ring back. I never got a call. Called again 11 days after I placed the order and again they said it was out for delivery and nothing more could be done. 13 days later I am still waiting. I understand parcels go missing in the post but they haven’t chased courier and communication has been awful.

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“Useless ”

★☆☆☆☆

written by Richhick on 30/08/2014

Over a week and no fleece that should have been delivered to store in 2 days. Customer service ignore emails. They can't even tell me where the item is! Don't use there online service. We

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“Returns Policy”

★★☆☆☆

written by corvustechnology on 26/08/2013

Before you buy make you sure you read and understand the implications of Cotswold Outdoor returns policy. I recently bought a pair of shorts for £25 plus £3.95 p&p. When they arrived they were far too big for the size stated (manufacturers sizing vary considerably. The cut and style were also hard to judge from the single photo of the product). When I returned the shorts (at my expense costing £4.95) the smaller sizes were unavailable. If a. The product had been faulty or b. an error had been committed by Cotswold I would probably have got the delivery postage refunded. I am not sure about the returns postage, their web-site is vague on this. Instead, Cotswold argued that neither of the above conditions applied therefore they would not refund the delivery or returns postage. It basically cost me nearly £10 to try on a pair of shorts. 'This is fairly standard practice for online shops' I can hear you say. Well, not all shops have this policy. In future I will do my online shopping at places like Chain Reaction Cycles and others where delivery and returns postage is free regardless of the issue you have with a product. When I wrote to Cotswold to tell them of my shopping experience with them the email reply stated that it would be passed on to a manager for consideration and a response. Needless to say I have heard nothing further.

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“Excellent Service”

★★★★★

written by on 02/08/2013

My delivery was on time and the service I received was fantastic!

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