Hawkshead Catalogue Reviews

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Latest Reviews

“delayed items and vanishing returns”

★☆☆☆☆

written by 103Richardson on 10/03/2014

It appears this company has a track record for delayed deliveries, misplaced returns and the unwillingness to refund your payment, even though you have proof of postage Stay clear of this company if you plan on ordering something and hope to receive your item within a fair delivery time, more so if you plan on returning your item for a refund, as it appears returned items vanish, as they appear to not accept Royal Mail proof of postage for evidence that item was posted out for return

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“Returned goods, only received a partial refund.”

★☆☆☆☆

written by huangxq2 on 20/02/2014

Not to mention the delay in delivery, bad quality of clothes, and clearly different size although chose the same size. Returned both jackets in one parcel on 07/02/2014. According to the delivery, the parcel was delivery at 9am on 11/02/2014. After a number of emails to them, only today 20/02/2014 received confirmation that my parcel is received and a refund is been processed. Here come the ridiculous part. They said that they only received one jacket and only issued refund for one jacket. Are you kidding me? You either received no jacket or you received both jackets. They are in the same parcel. It is either they are lying or someone in the warehouse stole one. Anyway, avoid the seller at all costs. You do not need all the trouble.

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“Outdoor style clothing, reasonably priced.”

★★★★☆

written by brakenoodle on 19/12/2012

I have been using Hawkshead for years because I like practical outdoor clothing but not shopping for it. They seemed to reorganize their company in the last few years by closing their shops and only dealing online, stopping their own brand name clothing and changing their website. The free P&P has also stopped..But my experience has always been positive. Some of the photos on their website could be clearer and I do which they would speak english when describing colour - I mean, what colour is 'Tundra'? If something is dark green then say so, don't call it 'fern' or 'leaf' for crying out loud! Also, watch out for the end of season sales for bargains.

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“Range of clothes vastly different to when they started.”

★★☆☆☆

written by on 30/09/2012

Hawkeshead have gone down hill since 2010 when I last purchased online from them. Now they seem to be catering for either hikers or sporty types so customer base is limited.

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“I ordered a couple of fleeces and a belted wax jacket...”

★☆☆☆☆

written by on 23/02/2011

I ordered a couple of fleeces and a belted wax jacket for my sister's Birthday gift.
I waited 11 days for my order to arrive, even though it stated 5 days on the website, I really thought that ordering on the 12th of Feb would be plenty of time for my Sister's Birthday on the 20th..No!!
When it finally arrived, the coat was missing the belt, defeating the whole object as it was advertised as a fitted jacket with a belt, the selling point really. So we were left with a coat with (sticking out)belt loops but no belt, also one of the press studs had come away from the coat.
The fleeces were very short and close fitting, I purposely ordered bigger sizes as I lke them baggy, there was no discernable difference between the sizes, all very small!
When I called to complain I found the customer services very sloppy, I demanded to speak to a supervisor, they were all on their lunch breaks, so I told them I would instigate a chargeback on my payment card, suddenly there was someone available.
Basically (this was before I noticed the broken press stud) I wanted a belt, just a belt!! the one missing from the jacket or one from another jacket, that made sense to me, but no they couldn't send me a belt and they didn't have any jackets left in that size, they had a size 20 avalable so I asked if I could have the belt from that one, they said they didn't do that. I found it very frustrating as someone had taken the belt from MY coat!
All in all it was a very disappointing experience, I've had to order a different colour and another in a different size, I will be taking the belt and returning the replacement without it's belt. If they try to charge me extra I will take them to court. I'm furious.

Hawkshead have really gone downhill, go to primark if you want an outdoor jacket or a fleece, cheap and cheerful, compared to cheap and a rip off!!

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“Still blaming the snow on January 27th!!!placed an...”

★☆☆☆☆

written by on 27/01/2011

Still blaming the snow on January 27th!!!placed an order on January 8th for various sale items.was prepared to wait for delivery as we were told it is their very busy period.waited patiently until an email on January 25th told me my order had been cancelled as these goods were no longer available.....why not? they took my order!perhaps investing in a 20th century computer networking system would help(if not 21st!)

phoned the customer services dept ,you've guessed it what a waste of space,I'll swear she was filing her nais and eating a sandwich while droning on about her most sincere apology and of course don't forget the snow!!!!

Thoughts for 2011/2012 .....1)shop somewhere else,at least you should get your goods 2)remember to cancel snow in and around Manchester it seems to perpetrate some kind of meteorological trauma!3)complain,complain complain,it's our hard earned cash treat it and us with respect.

to finish my rant and of course my custom,to review the product would be ridiculous,except to say that they are floating somewhere in the ether and still looking for a computer to connect with and heaven forbid someone who has the brain power to press the correct button.

Thanks again,hope you are now well fed and manicured and I hope your weather distress syndrome passes soon..... ,my most sincere apologies.

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“Hawkshead accepted my order on 27th November 2010 with...”

★☆☆☆☆

written by on 21/12/2010

Hawkshead accepted my order on 27th November 2010 with 3-5 working day delivery. On 12th December sent email enquiring about order. Reply received from Craghoppers customer services on 16th December saying order likely to be despatched in 48 hours. Telephoned customer services on 17th December - still not packaged but unable to cancel order. Rang again on 21st December - order still not processed/despatched and now unlikely to be received before Christmas. LIKE OTHER REVIEWERS ANOTHER LOST CUSTOMER. The person in charge of marketing campaigns needs to improve their management of such promotions.

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“Awful!! No reply to the 3 emails that i sent asking...”

★☆☆☆☆

written by on 21/12/2010

Awful!! No reply to the 3 emails that i sent asking about my order. It was "awaiting picking" for 3 weeks, then changed to "being packed" then back to "awaiting picking" again and then finally changed to out of stock and cancelled. I phoned to ask and was not given an apology. WILL NEVER USE AGAIN. Now 4 days before Christmas i have a whole bunch of presents to buy somewhere else!

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“Terrible customer service, order placed on 22 Nov with...”

★☆☆☆☆

written by on 13/12/2010

Terrible customer service, order placed on 22 Nov with an email confirmation saying delivery 3-5 working days. 13th December and I still waiting, parcel company has parcel as of 5th December but has 14, yes 14 days to deliver it. Hawkshead have no delivery control. Awful customer service from the people who answer the phones who cut me off twice. One lost customer here, and one refund due when I actually get my parcel and then send it straight back to them. Never again.

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“Very poor customer service. Whilst I have been a fan...”

★☆☆☆☆

written by on 08/12/2010

Very poor customer service. Whilst I have been a fan of their clothing as value for money, recently I have ordered from the web site, items twice cancelled, although showing in stock at the time of purchase. One took a whole month before they decided it was out of stock, although still showing the item on the web site. I complained, and was met with a don't care attitude all round. Asked to speak to a supervisor, no one available (probably fielding irate calls like mine) someone due to ring me..... i'm still waiting. Result one lost customer. Get your act together Hawkshead

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“ ”

★☆☆☆☆

written by on 08/04/2010



I am still awaiting refund for goods returned early in January, the company have sent me e.mails assuring me that the money will be in my bank account within 10 working days. Trying to contact this company on the telephone is a nightmare..............Customer care in non existent will not be purchasing on line from this company agaon

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“I have used Hawkshead clothing several times recently...”

★★★☆☆

written by on 12/02/2010

I have used Hawkshead clothing several times recently and in the past because of the type of clothing they sell. It is mainly practical outdoor style items which I like and subtley designed with no designer names embazoned everywhere, just a small descreet logo, which is enough. The quality of the clothing is mid range, not the best but certainly not the worst. Their footware is sized oddly and never seems to fit my average size 9 feet. I don't know where their shoes are made but they have strange feet. Their RRP is a little high so it is best to wait for the sales when you can get some real bargains, and get them delivered to your door which is great because I hate shopping like most blokes. Their communication is good via email and I have sent things back (shoes)without problems. Their website is good but study the items well because often the photos do not show detail like pockets, zips etc. very clearly. There is a text description of the clothing also which sometimes seems to conflict with customers own reviews on their website. An example of this was a walking coat which was stated to have outer pockets but the customer sent back because he said it did not have any? Not having outer pockets in a walking coat is a major failing and makes the coat as useful as an ashtray on a motorcycle. Overall, okay outdoor, country style clothing - you get what you pay for I suppose.

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“I have made several orders with Hawkshead and have not...”

★★★☆☆

written by on 29/07/2009

I have made several orders with Hawkshead and have not been disappointed. I believe the company was taken over in 2007 and the service I have received from them recently has been very good. The website has a good selection of products, from casual t-shirts to walking trousers and hiking shoes and it clearly shows which products are in and out of stock. I have also found the customer service department to be very helpful, answering any queries I have had.

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“Hawkshead used to be a good company but have really...”

☆☆☆☆☆

written by on 14/07/2009

Hawkshead used to be a good company but have really gone down hill and fast. Absolutely terrible customer service. Took 4 months to refund cheque payment. which should never have been banked as items not in stock. Would not recommend.

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“Website always out-of-date. I object to the payment...”

☆☆☆☆☆

written by pollypotit on 02/04/2008

Website always out-of-date. I object to the payment system whereby a customer places an order from the website stock, inputs credit card details and THEN receives a letter through the post stating that the item is out of stock!!!!! Hawkshead should CONFIRM that it can honour the transaction BEFORE the customer parts with credit card details.

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“Update to my earlier review. Eventually I got a full...”

★★☆☆☆

written by dizzydot on 18/11/2006

Update to my earlier review. Eventually I got a full refund, in June, including postage, by emailing the call centre Manager. I was one of the lucky ones, because they went into administration in August 2006. They have a new owner called Branded Logo - but their web site is still in a dreadful state and I would not be happy to give them my credit card number unless it's for over £100 and thus covered by the Credit Card guarantee. Their shops are still open; may be the best bet for anyone wanting to buy their goods.

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“Hawkshead need to smarten up their act with regards to...”

★★☆☆☆

written by dizzydot on 13/05/2006

Hawkshead need to smarten up their act with regards to Customer Service. They have been taken over by a larger company - part of GUS I believe, hence the sharp downturn in what used to be an effective organisation. It's a shame that what started as a family firm with good customer relations now fails to make the grade.

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“I will not purchase again from Hawkshead. The 0870...”

★☆☆☆☆

written by mcknight on 08/05/2006

I will not purchase again from Hawkshead. The 0870 number is an expensive operation for customers, especially as having got through there are always long delays. Queries and follow-up enquiries have to go through the same number. I usually get fed up of waiting and consider it a bit much to have to pay through the nose to make a complaint. I returned a free pair of fell boots which came as a "freebie" with an order for a waterproof jacket at the end of March asking for a different size. Enquiries sent by Email to the misleadingly titled "service @hawkshead.com are not answered or acknowledged. A letter of complaint to the Managing Director written on April 18th has not been answered. At present I have left three messages for the laughingly called service department which have not been acknowledged or answered.

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“We have purchased goods from Hawkshead on a few...”

★☆☆☆☆

written by jwalkden on 13/04/2006

We have purchased goods from Hawkshead on a few occasions now, with no problems. It is only when things go wrong that the poor customer service side is likely to be noticed.

What went wrong on this occasion was that goods were ordered on the understanding that the stock items would be sent straight away, and those not in stock would follow shortly. Payment for the total order was applied to our debit card immediately. Then the next day a credit was received back on the card for the whole amount.

To cut a long and drawn out story short (lots of phone calls, duplicate orders being done at their end etc - stuff we could do without dealing with), we have had monies taken off our card again and have still not received the goods. This has been going on since the end of February (and now we have Easter upon us!). We have been promised a cheque refund, but we are not holding our breath.

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“Have bought a few times from Hawkshead Catalogues...”

★★☆☆☆

written by Shopper Chris on 11/04/2006

Have bought a few times from Hawkshead Catalogues without incident. Recently returned some items & it's been over a month waiting for replacements. No response to several e-mails requesting delivery status which is pretty poor.

Clothing is OK quality & prices are reasonable. Pictures in the catalogue (online & on paper) are not great so don't do the products justice.

Sizing is a little on the small size - I normally order the next size up (women's)

Delivery is normally fast but it seems they are not up to speed when it comes to general customer service. Email unanswered & they also ignore requests to stop sending paper catalogues & promotional emails.

No worries as to their ability to deliver a good product in the first place , but don't expect great customer service in other areas.

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