Cotswold Outdoor Recenzje 

Very disappointing experience. The biggest issue is their return policy – if you buy something in-store, you cannot return it, even the next day. That is simply ridiculous.
I bought shoes as a gift for my child, but they didn’t fit. The item was completely unused, in the original box, with receipt. I went back the next day expecting a simple return, but was told it’s not possible.
What makes it worse is that if I had bought the same product online, returning it wouldn’t be a problem. But buying in-store becomes a disadvantage.
The only option offered was a voucher, which is not acceptable. There were no alternative products I wanted, so forcing me to spend money there again makes no sense.
The staff also treated me as if I was trying to take advantage of the situation, which was very disappointing.
This policy is outdated and extremely customer-unfriendly. I will not be shopping here again.

It's so unfortunate - initial delivery of some leki trekking poles was pretty quick - but the handle on one of the poles was snapped.

There was options to return goods via their online returns portal (which the customer has to pay to return goods - which is illegal btw if the goods are faulty)

I sent an email via their web system

Not automated confirmation of receipt

When I did get a response (2 days later) that was automated and had nothing to do with the query I made.

I called the mainline and agreed a returns label and to send the faulty item back and they would send out a replacement

The faulty item was recieved back at their fulfilment centre/store - 5 days ago and iv not recieved any notification of a replacement being dispatched.

So I have no no product and also they still have my payment

The staff at the Southampton store were fantastic, the customer service was exemplary. The care taken by David to work through the options and choices, was first rate. However where the the team excelled at, was when an issue arose, Nathan recognising the issue, then manager Kirin, dealt with it thoroughly and in a balanced way, to enable a successful outcome, for both the store and the customer.

Avoid this company! Customer service terrible and very difficult to deal with. I won’t buy from them again.

Bought a pair of Mens wellies which split after 2 months. I emailed the company and sent pics of the boots. This company wasn’t interested, complete waste of money. I won’t be buying from them again. Customer services are not good. If could have left no stars I would have

Placed an order for £655 more than one week ago. Order has still not been received despite being days past the last expected delivery date. No tracking information and unable to contact customer services by email or telephone to find out where the parcel is.
Have contacted customer services twice by email, no response. Have tried and failed numerous times to get through by telephone to customer services_waiting more than 45 minutes to still not get to speak to someone.
Recieved a useless automated email telling me that my order is delayed (I obviously know that) but with no expected delivery date or update of any kind.
Finally this morning I contacted my local store, who were equally unhelpful, although I could at least speak to someone?! They said that none of the items have even left the warehouse yet, and that they couldn't tell me when I might receive them. I asked how I can cancel the order, and they said only by contacting customer services-when I pointed out that contacting customer services was part of the problem they said that they had no way of contacting them either (which I find difficult to believe).
So I'm stuck-£655 of gear needed for tomorrow and no way of even cancelling the order and getting my money back it seems.
Order number 30538849

BEWARE if you need items quickly!
Order placed 23rd March 2026, on the basis that next day delivery was guaranteed on orders over £125.00 with the promise of an update email to confirm dispatch (order was a birthday gift).

27th March - 4 days later order still 'processing' - 2 days of trying to phone, live chat, email customer support -finally get through to be told sorry but it was out of stock and is on way to their store to then be shiped out, rendering the 'delivery promise' complete rubbish as online doesn't account for stock levels.

New delivery date can't be confirmed - i am still none the wiser as to when i will receive my order.

I chose this supplier based on delivery time not cost as there are cheaper suppliers out there.

Would not recommend!

Update 2: I contacted customer service again after they suggested I should, and again have not received any acknowledgment from them. What’s more, my boots were posted back to me and they’ve returned the wrong ones! It just gets worse and worse. I don’t even know if the repair report was for my boots or this other person’s. Further, I’ve sent them two emails now about the wrong boots they’ve sent me and they haven’t had the decency to reply. After all the bad experiences I’ve had, this should be a priority, but yet again they’re not responding. I’m now owed a pair of Meindl Baltimore boots. How do I get them back Cotswold Outdoors? Do I need to take legal action to reclaim my property, or will you actually do your job? Writing responses on Trustpilot means nothing if you’re not actually doing the work. Where’s your integrity??

Update: they did not make anything right. Apparently I bought the wrong sized boot (despite being directly advised on the sale at a professional fitting in store), which caused additional wear in the goretex, which caused the leaks. They do not accept any responsibility for this, and also state that the goretex part of the boot isn’t covered by the warranty anyway - which seems quite shifty to me, since it’s an integral part of the boot’s construction. They clearly do not want to adhere to their own warranty. Additionally I have not received an apology for my messages being ignored by them for ten days, which is actually worse in my book. How you treat people is everything. Needless to say, I won’t be shopping there again, and I’d advise potential customers to not fall for a false sense of security when spending more than you normally would based on their ‘expert’ advice. Truly disappointing, and an expensive lesson learned.

I came to Trustpilot after attempting to contact Cotswold Outdoors multiple times via email and also via Facebook, and not receiving any response. So rude! After reading the reviews on here it all makes sense, and at least I’m not taking it personally anymore; they clearly just have a severe deficiency in customer service skills. (It feels ironic to be rude here after criticising them for rudeness, but I’ve been polite in multiple initial communications and it’s got me nowhere.)

My issue is, after believing the hype that buying cheaper items is actually a false economy, I spent over £200 on a pair of Meindl boots - far more than I’ve ever spent before - in the hope they would last. They didn’t last, they started leaking and I identified some places where the sole was starting to come away from the leather as the probable issue. This would make it a manufacturer error and should be covered under the warranty.

I took the boots to the store, and they were sent away for repair. After about a month I received an email stating they could not be repaired and they were ‘sorry they could not help on this occasion’. If they can’t be repaired, then under the warranty they should be replaced or refunded - this was not offered. After me asking about this multiple times, there’s just radio silence. I’m being ignored, and they still have my leaky boots!

I’m hoping this review will prompt them to actually offer some customer service, get in touch with me and resolve the issue. In the meantime, despite the excellent experience I received in store, there’s no way I can recommend this company. Issues happen; it’s how they’re dealt with that counts. The after sales customer service is seriously letting the company down.

Bought a jacket online on 20th with delivery by 23rd. 24th i spoke to customer services who chased it up and was then despatched via evri standard delivery! Now 25th and customer services say I can cancel but refund will be 5days (working days!) before I get my money back!
I understand delays happen but if you want to rectify delays send r.m24 or dpd next day not the worst courier service ever!
Even customer services today were blunt and not at all apologetic for the situation they had created.
I will never use cotswold outdoors again!

Visited the Reading store today and received exceptional customer service . We visited buy our son some walking boots and a waterproof coat. Clive and Miles were both absolutely focused on getting us kit that fitted and did the job. Not pushy , just helpful and passionate about the kit they were selling. The staff are the epitome of why I want to visit a bricks and mortar store rather than an online retailer . We spent so long being taken care of my wife even made an impulse purchase of an extra Patagonia coat. 10/10

If I could give zero stars I would as very unhappy with Cotswold Outdoors.
I have been using them a long time and the staff in their stores are amazing, however when you call the number for their customer service you never get to speak to anyone and have to wait for a callback. I placed an order which came in various parcels and couriers. However one of them hadn’t arrived - I called and spoke to Ebun and asked for a monger to call me after speaking to them on Thursday, it is now Tuesday and still waiting.
I have had to call three times to chase part of my order thqt was missing since I placed it on 11.03 and was finally delivered on 23.03
It would appear that the company no longer care about customer service they just want your money and hope you will go away. I appreciate parcels go missing etc but Cotswold staff have not dealt with this great and the manager obviously doesn’t care or would have called back as I understand from the advisor I spoke to on Friday it is 24hrs - very disappointing

To make matters worse Cotswold responded to this review asking for details to put it right, once you supply those they don’t do anything other than give you an apology which isn’t putting it right and they amend their review so that that part is deleted making me even more annoyed why ask for the information?!
Their Customer Service Team at their head office don’t care about their customers that has become abundantly clear!!!!!

Not impressed at all. Ordered a tent and a footprint with next day delivery included. With the purchase being over £500 wanted to make sure we was in for it to be delivered only the tracking number wasn't recognised the next day. Waited in anyway, no delivery. Spoke to customer service the day after, tracking info wasn't recognised their end either. Long one short, the tent hadn't been despatched therefore cancelled that as couldn't wait in a third day and didn't want it left outside. Decided to order the it again but using click and collect, price of the tent went up by over £30 in two days plus had to drive an hour to collect. Overall a bad experience. What's the point in advertising next day delivery? You can't fulfil it. Messaged customer I believe on the 12th of March - respond within 48 hours they say - 12 days later and still nothing!
Wouldn't recommend Cotswolds

I’m still waiting for a refund (£20)that you say was processed on the 4th march. It’s 14 business days now. I have written to you and you are not answering my emails. I can’t get through on the phone. I will be contacting my credit card provider today. Disgraceful customer service.

I used to love Cotswold Outdoor. Now their website doesn't even work in some browsers, and their help pages with deliver/return information just returns an error. They have long since abandoned a presence in Birmingham and use Evri delivery.

I've gone from a regular to paying more to shop elsewhere.

Ordered luggage (£129.89) on 10 March for travel on 23 March. Parcel never arrived and DHL have confirmed it is lost.

Despite this, Cotswold Outdoor refused to issue a refund and insisted on waiting for their internal investigation with the courier (6–7 days), even after I explained the item was needed for imminent travel.

I contacted them multiple times (email and phone) and even spoke to a manager, but they would not take responsibility or resolve the issue promptly.

Very disappointing experience — particularly the lack of ownership when something clearly goes wrong in delivery.

Would not recommend based on this.

Staff are knowledgeable and helpful in both branches that I have used recently, both for choosing shoes and helping to fit a rucksack Yes, they can be a little bit more expensive than buying online but I value the personal service and been able to talk through what I need without any ridiculous sales pressure. That is worth a little bit extra - use it or lose it.

I needed advice on choosing the correct size for walking boots, so I visited Cotswold Outdoor in Betws-y-Coed. The shop assistant scanned and measured my feet, recommended a suitable brand, and ordered the right size for me.

Excellent service throughout.

I am currently trying to obtain information regarding a refund that was declined by your bank. To resolve this, I simply require the ARN number so that my bank can investigate further.

So far, I have sent three emails and spoken with three different customer service representatives. Each time, I have been assured that the request would be passed to the finance team or that someone would follow up directly. Unfortunately, I have not received any follow-up communication or the information requested.

This experience has been extremely disappointing and does not reflect the level of service I would expect as a regular customer. I would appreciate a prompt resolution to this matter.

On the Cotswold Outdoor website I found a clothesline I wanted and at a good price. Ordered for click and collect but somehow missed the collection email before I went out of town and missed the collection date. I called later to see if it was too late. My call was answered in good time and the staff were helpful, saying it hadn't been sent back yet and they'd put a note saying I'd be coming in. I was able to pick up my order even though I was quite late and I'm very grateful!

This is the 2nd purchase I’ve made with Snow & Rock (Cotswold Outdoor) that hasn’t arrived. I am going on holiday, and was promised next day delivery but after 2 days nothing has arrived. I need to purchase the item again, but I cannot get a refund because Evri allegedly have the parcel. NEVER AGAIN. When your reviews are full of complaints about Evri, it’s unacceptable not to take your customers feedback and change delivery partners.