Order arrived quickly but I have emailed three times regarding the quality of the cartridge bag I ordered and had no replies. There is no excuse for ignoring customers - only order if you don't care about service.

I have to be honest, after googling the company having never heard of it and this being all I could find, I was very wary... some of the prices seemed a bit too good to be true - side adjustable Norris field Hunter wellies for £49.99?! Of course I got excited at that price, but after reading some of these reviews I proceeded with huge caution. However, from my experience everything went very smoothly. Promptly received order confirmation, shipping confirmation the following day (however was a little nervy after my tracking number didn't seem to load on Parcelforce), but received the day after, very well packaged and fit like a dream. It seems like the people who have had to return items or exchange items are those who have problems because they have to deal directly with the company. However I was fortunate enough that everything was my order was fine and no need to return, so nothing to fault from this experience

purchased goods arrived faulty returned no refund still waiting avoid !!! and waiting and waiting called phone never answers

So you receive a faulty pair of boots after a long wait, you telephone to sort out replacing them. After many telephone calls and e mailing 3 weeks later still waiting for replacement. Never have I dealt with such a useless incompetent company in my life. Puts you off Internet purchased that's for sure. The way it's going after yet another phone call it will be trading standards and anyone else who deals with companies that don't supply goods fit for purpose and deal with complaints. As they were a gift I only wish all these reviews had been read. Please take heed!!!

Waste of time do not bother never get refunded

Very well presented website with lovely products. I ordered an item and received email of confirmation. My money was promptly taken from my account less than 24hrs later. A week then passed and after hearing nothing and no sign of my order, I decided to chase it up. After 2 emails and several unsuccessful attempts at calling them (turns out, their office does not open until 12noon), finally got through to someone. They told me they would chase up my order with the delivery people. Day later, someone called me back to say in fact they had forgotten to place my order with the suppliers altogether. Another day passed and I then received an email to say the suppliers didn't have my item in stock. I requested a refund which then took a further 3 days to be sorted out. Over all, negative and frustrating experience and I will not be using this company again.

I ordered two coats from 'Out of the City' in January. The delivery was prompt and they took the money from my account almost immediately. Unfortunately the sizes was not correct so I returned the coats the very next day. It is now approaching the end of March and I still haven't been given a refund! I have been ringing them everyday for the past week but they are very difficult to contact. When I do manage to contact them, I am always told that the refund will be processed immediately. Yes, you guessed it - When I check my account, I have not been refunded my money!! This is extremely frustrating and I wonder how many more times I have to ring before I am given a refund? When it comes to taking your money, their staff is very efficient and prompt, but when it comes to returning your money, it is like getting blood out of a stone!!!

Can't fault this company. Great product which arrived within the delivery timescale they predicted. I will be returning in the future.

Bought a girls Joules coat that came apart on the seam under the arm. Contacted Out of the City who asked me to email pictures of the fault. Over a week later, no response so I rang them, yes, they'd got the photos, agreed that it was faulty (a popper had also come off within first months of having the coat) and were going to contact Joules. Again I waited, and left it over Christmas as appreciated with Christmas holidays etc they may have problems. Anyway, I rang again after no contact and eventually they said they'd exchange, but they didn't have anything suitable so said they'd refund me. I thanked them and regularly checked bank, no refund. Called again, ah, they didn't have my card details- supplied them, and waited again. Called again, oh 'refund was issued yesterday', so spent the week checking my bank account and STILL no refund. We're now about 3 months on from when I first contacted them. I rang again today and oh, person they needed to speak to wasn't in the office, they'd call back. That was 2 hrs ago. I can't believe that I am still having to chase for a refund on a faulty coat after making contact with them about 3 months ago...

Against my better judgement I ordered a Dubarry Inverin Coat £249.00 from this company on the 15 January this year I returned the coat on the 16 January at a Collect Plus Shop. The parcel reached OOTC quite quickly, it was the refund they sat on. We all think this is a Company when in fact it's just a shop. I consider myself very fortunate that today 30 January the refund is complete and cash back in account when I have read some of the comments on here. The only reason this refund was quicker than most is because I made almost daily phone calls, a couple of Emails and of course Twitter and Dubarry themselves. Nobody likes being called to account publicly. The coat itself was beautiful The only reason I sent it back was because it didn't have the Navy Blue fur trimming as shown in the photo it was a strange 'Tom Cat' ginger straggly smelly fur. This was not the fault of OOTC because they get all there advertising photos from Dubarry. I informed Dubarry and they are dealing with it. In conclusion just be aware that if you want to return an item you must jump all over them.

In all my years buying goods online – THIS IS BY FAR THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. Ordered boots from OutofTheCity which arrived quite quickly, unfortunately the boots were too big and I had to return it via Collect Plus on 28 Nov. Tracked my parcel to see that it has been delivered on 8 Dec. Called the company two days later to enquiry about my refund. First was asked if I had included all the paperwork (which I did). But even if I did not, my order number is recorded on the front of the Collect Plus label, which is easy to trace. After many phone calls, emails and promises that they have refunded me and then being told that the refund hasn't gone through, I finally got a refund on 19 Dec - £3.99 less than what the boots originally cost!!!!. Needless to say, my ordeal continues….

This company has appalling Customer Service. Having returned a Jacket that was completely unrealistically sized, I am still waiting for a refund nearly 7 weeks on. Unfortunately this was purchased via Ebay on which it is almost impossible to get a resolution. This company do not respond to any emails and when they do (twice in 6 weeks) they are simply buying for time and asking for the same information. I would NEVER buy from these again and advise others not to do so either. Wish I had read these reviews before I purchased from them. Absolutely appalling service. I have forwarded my complaint to Trading Standards, just to warn other buyers what to expect from them.

Have used before and always had good service. However ordered a christmas present at the beginning of November with delivery 3-5days. After two weeks I had to phone them!! to be told the goods were out of stock. Was offered a alternative but would have to pay the extra without being able to see what I was choosing or a refund. Opted for the refund but 3days later I still have not recieved it. Will be getting a strongly worded phonecall on Monday.

I bought a Dubarry jacket but size was wrong so I returned it via collect plus tracked service. Out of the city received item on 17/11, I have chased a refund but the phone is unanswered, they do not reply to emails and do not respond to contact form on their own website. Avoid.

After reading other reviews I was cautious about using Out of the city, however I'm very pleased I did. I decided to order a pair of Le Chameua wellies that came with a free gift. Once ordered, I recieved and email saying that they has taken payment for the order, after a few days i emailed them to ask if the order had been dispatched and recieved a response shortly after that it was currently being packed and would be with me by the next day. My order was delivered the next day, with the free gift included. I would not hesitate to use them again.

I purchased boots in two different sizes then returned the pair that didn't fit. It took 4 weeks to refund my money with the help of Mastercard Chargeback. This company has either extremely poor admin or serious cash flow problems either way steer clear!!!!

Jacket arrived in good time. Tracking good as I was informed re email that it would arrive in afternoon. Well packaged and jacket looks perfect to me. The price was competitive which was good as I like a bargain. Fortunately I never read previous reviews until a few minutes ago! I am happy with purchase anyway and I am not easily pleased.

I have to disagree with the November 13 reviewer who says they have got their act together. Placed an order for an item which was shown in stock and paid for next day delivery, payment was taken immediately. 3 days later I called to ask why I hadn't received my order (expecting to just ask for the delivery charge to be refunded) and was told they hadn't been able to locate the item in the warehouse. Over the phone they offered me a similar item in a different colour, which I hadn't even seen, so I declined & asked for a refund. A full week has gone by and still no refund. I called today and they assured me they processed the refund while I was on hold. Fingers crossed!