GO Outdoors www.gooutdoors.co.uk

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★★★★☆
4.2
84.0% of users recommend this
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  • Customer Service

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Latest Reviews

“Pure incompetence”

★☆☆☆☆

written by TomLil on 21/05/2024

No customer care offered, and zero support with my order.

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“Missing pair of trainers in the order”

★☆☆☆☆

written by StuartK123 on 28/07/2023

I ordered two pairs of size 4 trainers and one pair of size 8 boots. Only one pair of size 4 and the size 8 arrived. I contacted customer service who informed me that their system said 3 pairs had been dispatched. I was therefore wrong even though I have the packaging that could only fit two pairs in. I do not appreciate being called a liar and would not trust this company to buy anything else from!

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“Great staff, really knowledgeable and helpful ”

★★★★★

written by Shaz173 on 13/06/2023

Sheffield Store - Really helpful staff who knew lots about the products we wanted to buy, walking boots and back pack. Karl (in back packs) and lee (in shoes) were friendly and helpful, they knew about the benefits of each product and helped us find the most suitable for our daughter's plans. Thanks both we will definitely be back.

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“Online rubbish. In store better”

★★☆☆☆

written by Janeews on 06/01/2023

Ordered online pair of trousers. Medium size 12 was sent Short size 8! Reason ? They didn’t have Medium 12. A lot of phone calls later I had to go to a store to get a replacement . Assistant in the store extremely helpful. This time I ordered 2 items, bought in the sale that got lost in transit. They then wouldn’t let me get the items at the sale price, it was full price or refund. Oh they did offer me a £5 goodwill voucher, which I refused as I won’t be shopping with them again.

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“Excellent outdoor wear to keep safe and warm”

★★★★★

written by Gareth-Hopkinson on 31/12/2022

Excellent outdoor wear to keep safe and warm

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“Rubbish aftersales ”

★☆☆☆☆

written by Mrpotts on 17/12/2022

I purchased a pair of Royal Scot wellies which split and let in water. I contacted Go Outdoors and they told me to take them to a branch to be inspected. I took them to the Stocksbridge branch and the assistant agreed that one of the wellies was indeed faulty, she then told me to take the Wellington away and dry out the neoprene lining as it was a health and safety issue. Then when I had done that I was to take it to the Sheffield branch some 12 miles away. When I told her that I was not prepared to do this she told me that there was nothing else she could do for me then. I have been trying to get a reply from aftersales now for above a month with no satisfaction. This company is a joke.

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“Given the run around for 2 days ”

★☆☆☆☆

written by KimberlyDavies70 on 11/08/2022

After been given the run around for 2… After been given the run around for 2 days Been sent into the shop twice by customer services Still no goods And been told by manager that it was my fault going to the store as I shouldn't listen to the customer care team I have now cancelled my order and will not shop there again

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“walking shoes not waterproof”

★★☆☆☆

written by olonzac123 on 15/06/2022

purchased a pair of Peter Storm HOWDEN walking shoes 4 weeks ago,advertised as waterproof,THEY ARE NOT ,only walked thru,wet grass and got wet feet.

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“Avoid this uncaring retailer at all costs.”

★☆☆☆☆

written by Rallyline on 01/06/2022

I had heard good things about Go Outdoors and while trying to find a particular stove for my daughters birthday, discovered that Go Outdoors stocked them. I wanted to actually pick one up and physically look at it before committing to buy, so I checked whether my nearest store had any in stock, by partially doing a click and collect. They were showing as in stock at Taunton, so I decided to do the 31/2 hour round trip to get it. I get to the Taunton store to find out that they didn't actually have any on the shelves and speaking to a member of staff didn't help either. I was told by the assistant that they never get told anything and that they had no idea when it would be back in stock. Very frustrated, we were forced to give up and go home. So, I decided that evening (a Sunday) to complete a click and collect request, just to see what would happen. At 8:20 Monday morning I was told via email that my order was ready to collect...... I find it difficult to believe that between my click and collect request and it being ready to collect that there had conveniently been a delivery to the Taunton store. I decided my best course of action would be to order it online. BIG BIG mistake. That was on 22nd May, its now 31st and nothing. But not only is there nothing, if I try tracking my order via the number given, there is also nothing. I am just told "We're expecting it" and "We're expecting your parcel to arrive with us soon and we'll update your tracking once we've received it". After a week of this, I filled in a support email via the Go Outdoors website. This proved to be another complete and utter waste of time, as the email response appeared to have been done by a robot who unhelpfully told me to track my order online. The request for someone to call me with some answers went unanswered. This evening I decided the only way to get to the bottom of this was to call Go Outdoors and find out what was going on. Unsurprisingly, I didn't get any sensible answers. The customer service agent basically said that the courier had not received the package. So I asked whose fault that was - Go Outdoors or their chosen carrier Hermes, she simply kept on repeating herself and without refusing to tell me, just didn't tell me, but repeated the same thing over and over - much in the same way as a robot would do. In the meantime of course - Go Outdoors have £149 of my money in their account, along with the money of 100's of others who have been failed and treated like we're stupid, which is earning Go Outdoors interest. Go Outdoors - you are NOT going to benefit from your failings. I will continue to leave you negative feedback until you adequately compensate me for your shocking customer service, or any kind of service. I also predict that unless you start to show your customers a little more respect, your business will spectacularly fail.

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“Incorrect stock info”

★☆☆☆☆

written by SimonBroad on 13/04/2022

Couldn't sleep so looked at Go Outdoors fishing gear. Found something I liked so ordered for collection from Canterbury all items showing in stock. Still couldn't sleep and thinking about more fishing gear which resulted in a second Go Outdoors order, all in stock. Next day had more fishing thoughts and placed another order for collection, again all showing in stock. In total had three orders with nine items all ready for me to pick up on my way to the lake after work. Lunchtime I get an email (3 emails) saying all my orders have been cancelled due to inaccuracies in stock levels. Talking to friends who regularly shop at Go Outdoors this is quite normal. SORT YOUR LIFE OUT GO OUTDOORS.

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Crossshopper's Response to SimonBroad's Review

Written on: 27/04/2022

Wish I had read your review before placing an order for Duke of Edinburgh equipment for my children. Same experience as you, cancelled order but they didn't bother to tell me, it was only when I called to chase the order 7 days after ordering that it was never going to arrive - USELESS COMPANY! I'm surprised they are still in business.

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“AVOID AT ALL COSTS”

★☆☆☆☆

written by Shaun66casper13 on 04/03/2022

Avoid this company Aweful online . Flimsy packaged expensive designer cabin case , despite emails not boxed instead polythene wrapped , total waste of money arrived scuffed and hrbdd not suitable as gift !!! Auto robotic uncaring emails online !!! Steer well clear !!!

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“Don’t order online!”

★★☆☆☆

written by CAGEN70 on 27/12/2021

As said by others, nice stores and staff; but purchasing online useless. Bought a Tilley wool fedora for my husband for Christmas, but was sent a Sealskin roll-cuff toque that cost 1/2 the price. Sold out of the Tilley size by the time I called to complain, and they were going to have me pay the return postage! I had to ask for a return postage code! Ended up having to pay 34% more for the same item on another site. I have previously bought online to collect in store, only to have the store call me right before collection to say items not in stock…despite money having been taken. Refunded, of course; but shouldn’t sell if there’s no stock!

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“Nice Shops. Terrible Head Office Customer Service Dept.”

★☆☆☆☆

written by inicholson on 22/11/2021

Nice shops with helpful staff. But buy in store, do NOT use their mail order service. I ordered some jackets for my whole family in a selection of sizes to try. They arrived over a period of a week in multiple packages. I kept 4, returned the other 6. They refunded them at three different prices. One without the discount applied (so they gave me too much back) Two at the right price with discount applied. Three with the discount applied twice. So overall they under-refunded me. I emailed to explain their mistake. Got a very quick reply (far too quick to have actually bothered to look at the problem) saying "we refunded this correctly". I'm now a dozen emails into this conversation and they haven't even attempted to explain why they've refunded the same item at three different prices. Nor have they attempted to explain why the difference between the price I originally paid and the refund they've given me is more than the price of the 4 jackets I have kept. Instead they just ignore it all and keep repeating "I looked into this, we refunded it correctly" as if repeating it over and over without bothering to investigate will somehow make it true. Or maybe they hope I'll just go away. With customer service like this I suspect most of their customers will just go away.

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“Shocking ”

★☆☆☆☆

written by Gwersyllt on 01/10/2021

Wouldn't touch this firm, have a faulty pair of walking shoes, bought online as no local shop, guess what they expect me to travel almost 100 miles to take back to their shop, even though their terms and conditions say otherwise. It is a joke speaking to customer service as you can hear everything in room, rather than the person talking to you. I will avoid using in future, very disappointed in lack of customer service. Further to my post I have had a response from the Shoe Manufacturer who are honouring my warranty claim, unlike the shoddy response from GO Outdoors.

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“Terrible terrible service.”

★☆☆☆☆

written by steeljedi1 on 28/09/2021

Terrible terrible service. Ordered 2 bags or Weber charcoal, 3 weeks later 1 bag arrives (packaging was not damaged or opened). Contacted customer services and was told I had to fill out a long form declaring that I had not received the package. I explained that I had received the package but there was only half the order in it. They refused to investigate why only 1 item had been sent instead said that I had to sign a legal; declaration that Hermes had not delivered the parcel so that they could claim the loss against them. I explained that not only was that not correct or ethical but was also illegal. The refused to do any investigation without this form so I filled it in and deleted the part that stated I had not received the parcel. They eventually after 2 weeks and 8 e-mails agreed that this would suffice. 2 weeks later, no word. e-mailed again and was told it takes upto 15 working days to investigate, waited the 3 weeks and contacted again was told then that the form had only been submitted to the relevant department 9 days after I emailed it to customer support, waited another two weeks email 3 times with no response. Raised a complaint through PayPal, got no response, had to escalate to claim through PayPal, no response. Eventually refunded for the missing item through PayPal claims again no response from gooutdoors. Terrible terrible service, I will NEVER buy from here again and would suggest others avoid too!

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“Never again!”

★☆☆☆☆

written by KathC125 on 23/09/2021

Initially ordered online from Ultimate Outdoors part of the same group as GoOutdoors, we were sent the wrong item so had to find time to take it to a CollectPlus location to return it. Re-ordered from the GoOutdoors website and again was sent the wrong item! All I can say is absolutely appalling customer service from such a large company. It has taken over a week to get the correct item and cost me £64.65 for a Rucksack advertised at £55.00 in store plus a £5.00 Go Outdoors card, whilst also using my blue light discount card. My time might not be important to GoOutdoors but a round journey of nearly 50km to return the items to my nearest store should not have been required, nor should have been the previous trip to Collect Plus to return the initial item that was incorrectly sent by them. Perhaps if they had not sent the wrong item on two occasions we would have not felt it necessary to make the 50km round journey to ensure that we got the correct item! I would also suggest that GoOutdoors provide correct information to customers as they now state that they DO NOT ACCEPT the Blue Light Discount card in store despite it being advertised!

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“If there could be 0 stars they would get them! ”

★☆☆☆☆

written by McLaughlin66 on 01/09/2021

Sent goods to a wrong address (my mistake) but then leading me on for 3 months (in which time I could call delivery service) promising THEY WILL investigate it and that I should do nothing, just to tell me they can't do anything now as it's too late and can't refund the money. And now I'm stuck with no goods and no money and no one to complain to after such a long time.. Worst costumer service ever and I will definitely never shop with them again!!!

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“Price match offer a waist of time”

★☆☆☆☆

written by Holman196 on 25/08/2021

First request for a price match was totally ignored. Second request was refused due to the fact that they tried to price match against their own site Go Outdoors and it was out of stock, completely ignored the like I sent to them to the alternate price.

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“Go outdoors”

★☆☆☆☆

written by Burton93 on 23/08/2021

Used Go Outdoors today to purchase some walking wear. Walked around the store weighing up the prices etc and purchased £372's worth of items accordingly. At the till we were asked if we were members etc and were then offered a discount card which would save us a minimum of 10% on all items. Excellent we thought, no brainer, so we spent an additional £5 for the discount. It was only when we got home a little later and started puzzling exactly what we had saved that we realised something was amiss. We were actually charged £372 but although the receipt said we had saved £157, the actual prices advertised in store amounted to the £372 stated. That is a saving of zero. Pretty fed up at the thought of not being given any discount, even though I had paid extra for a discount card, I phoned the store and was told that on the signs advertising each items price, was a very large pronounced bold price, which was the discount card price and then in tiny writing hidden amongst other details is a retail price. The way it is displayed is a very obvious (now in hindsight) practice of deceiving the customer and is there to make the bold price appear as the price you pay. Theres no comeback other than to return the goods, I'm going away tomorrow so simply don't have the option to return the items. However I do have the option of warning others about this deceptive practice and I also have the option to never set foot in this store again.

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“Absolutely disgraceful customer services and support ”

★☆☆☆☆

written by Leegarb1979 on 11/08/2021

Absolutely disgusting customer service!! None existence either in store (Wolverhampton) or on the telephone. Ordered goods online for click and collect all of which said they where in stock. Received email to collect, get to store and only a few items there. Then to be told that they have the items on the shelf but would have to pay for them again and wait upto 3 weeks for my refund! No help from anyone, could not tell me when rest of order would be delivered to the store, "err the items are in store you have them on the shelf???" It doesn't take a genius to work out what should be done??? Will never use Go Outdoors again and will advise friends and family not to do so either. Had excellent customer service when I was in store spending £1000's couldn't do enough for me. The worst company I have ever used especially online.

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Asked by weebella56 on 16th September 2014 Report this content
They did not honour their price guarantee and a further 10%. Has anyone else had this problem?

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Answers (15)
Report this content eeyorific Written on: 17/09/2014
That's strange, maybe you should escalate it - I bought a dual ring gas cooker then realised it was cheaper elsewhere once I got home. When I went back they refunded me the difference and the 10%. It does depend where it's cheaper though. I think they have Ts & Cs you need to check out.
Report this content PaulWillis Written on: 17/09/2014
Did they give you a reason why? I had no problem with getting a price match & 10% on my items. I did have to provide links to the competitor's website that they could check
Report this content Deb123 Written on: 17/09/2014
We bought a winter walking jacket and whilst still in the store my son Googled on his phone the name of the jacket and found it cheaper from an on-line retailer. We showed the cashier the phone screen and they honoured their price guarantee and reduced it by a further 10%. They did take a note of the website and the price (including delivery). As long as you can prove the lower price elsewhere (remember to include any delivery charges) on the same day as your purchase I would challenge it.
Report this content Nicgeraghty Written on: 17/09/2014
Hi, I have always found Go Outdoors to be very good when it comes to price matching. There are some conditions to the price match though, you might want to check them out. The item must be the same, cheaper including delivery charges and in stock on the day, our local store looks on a computer and prints out the item in order to price match. I hope this helps.
Report this content tayhuq Written on: 17/09/2014
No! I have used this price guarantee many times and did so recently to buy a new tent and cooker. I have also used it when buying several tents for our Outdoor Education department in school. As long as you have proof they have always honoured this guarantee. Maybe should take this further.
Report this content klthompson Written on: 17/09/2014
Agree with the other answers, always honour it as long as you can prove the item is available either to buy that day or for immediate delivery. You can't get it on back-order items or items where the complete price, i.e. with delivery, is more than their price. Doesn't include e-bay or other auction sites, has to be a recognised retailer. If you did provide this proof in-store then you should take it further. Full Ts&Cs are on their website to check what is included in the offer.
Report this content Thermexman Written on: 17/09/2014
I have used this facility twice. The first time they matched the price only, not the minus 10% though but only as a good will gesture because they said my size wasn't in stock, on the cheaper site. The second time I covered myself by checking stock availability first and had no problem having the full promise met.
Report this content Lazmo Written on: 17/09/2014
Done this several times and they have always honoured it. Sometimes takes awhile online but, personally, i've had no problems.
Report this content RowlyH Written on: 17/09/2014
Agree with the other answers. I only had to use this facility once and had no problem whatsoever. You do need proof of price and availability though. My item was priced VERY much cheaper on line, but after checking, they honoured the agreement in full. No quibbles.
Report this content PJCC Written on: 17/09/2014
Have found that all the offers were sold as priced less discount - have had no problem with GO either on home deliveries or purchases at one of their stores
Report this content johncuthbert Written on: 17/09/2014
Again, I agree with the other postings. My comparison was on walking boots and involved a price MUCH lower. My local GO checked the website, accepted the difference and gave the additional 10% - all in very good grace. No problem, so do pursue it - IF you are sure you meet the T & Cs
Report this content adrianwilliams Written on: 17/09/2014
yes, I had a price match and the 10%. Ask to speak to the manager to explain why he/she isn't honouring their policy.
Report this content TichG Written on: 18/09/2014
I researched the price of my walking boots before going to the store. They checked with the website I gave them. The boot and size were in stock. They honoured the price and took off the additional 10%. No problem at all. The price comparison has to be in stock, both in style, colour and size. I suspect this person maybe faulted in one of these area`s.
Report this content v1535s0 Written on: 18/09/2014
No they absolutely did both for me
Report this content Gatser Written on: 18/09/2014
I am also surprised, as I told them about the retailer and price of some Berghaus boots and I got the difference plus 10% no problem. I would ask why they are refusing to honour the price promise?
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