Cotswold Outdoor Bewertungen 2.558

Very disappointed. Bought a Didriksons parka mid December but had to return it the Belfast store because the zip broke. They hadn’t a direct replacement and I was unsure if I wanted a direct replacement because if the zip issue. Found another coat that was same name but slightly cheaper. I was not told then that I had to take the balance as a credit or gift card. I was told later when I called their head office that I should have read the conditions of sale on website before I purchased the original product. Who does this when they go to a shop, online maybe. Net resale is that I’m out of pocket for £113 and as a pensioner I could do with the cash in my account not a credit/gift voucher. Beware when you buy. Getting a refund for faulty goods even if you agree to buy a replacement is not so easy.

Very professional outfit.

John Moser

Excellent shoe fitting service for customer with ankle injury.
The team member responded to my ankle concerns with good advice and supplied comfortable shoe which has supported my ankle since buying

23/02/2026v-v10 days and Cotswolds have asked for the reference number. I have still not had a satisfactory response from them and even visited the Store at Betws Y Coed. Be very careful on purchasing expensive gear!!!! 13/02/2026 - I purchased a premium Arc'teryx Cerium Hoody (£350) as a Christmas gift for my son. The zipper failed within weeks.
Cotswold Outdoor are refusing my request for a refund or replacement under the Consumer Rights Act 2015. Instead, they are insisting on a repair where they explicitly stated I must choose a 'second choice' colour and that 'materials may vary.'
Asking a customer to accept a mismatched/generic zipper on a brand new, premium technical garment is not a satisfactory repair. It devalues the jacket immediately.
Despite pointing out that a 'patch-up' repair does not restore the goods to satisfactory quality, their support team is hiding behind the manufacturer's internal policy rather than following UK Consumer Law. I am simply asking for what I am legally entitled to: a refund or a like-for-like replacement. In my view this is shocking customer service...

Avoid this company!

Paid £7 for delivery. Delivery delayed - didn’t tell me this until delivery was already late.

Tried to contact them. Chat with us, nobody answered. Emailed complaint, a bot replied asking what my complaint was. Couldn’t get speaking to anybody. Awful customer service!

Update: finally emailed me back. No apology and have to wait 7 days for money to be refunded.

Would not price match against a uk outdoor company, (Hill and Dale). Due to it not being on their list of companies they price match to 🤔
So you only price match against companies you select?

I ordered a pair of shoes and an umbrella from them. Was meant to be next day delivery. I ordered on Friday, so expected it Monday. Got an email from them saying it would be Monday / Tuesday. It is now Thursday and I still have not received my items. The used DHL, on Tuesday DHL said they had the item. It's now Thursday and it the DHL tracker just says it has been delayed with no indication of when I can expect my items. They picked it up in UK for a UK delivery - hardly difficult to complete this task. Rang Cotswold Outdoors who were absolutely no help. They said they would have to contact DHL and it can take up to 10 days to receive a response. I therefore asked for them to cancel my order and give me a refund, and was told they could not do that, as they would still need to speak to DHL and have the parcel returned to them, and only at the point could they refund the money. Absolutely disgraceful. And they wonder why people use Amazon. I will never shop from this company again, and strongly suggest no one else does.

Cotswold have a very extensive range of kit and equipment. The staff are always welcoming and knowledgeable but without hovering over you as you browse which makes the shopping experience relaxed and enjoyable.

My partner had to return a RAB sleep mat multiple times due to issues with then. The final time he went to the Newcastle store they advised they didn’t have the RAB mat in stock now. The assistants offered my partner other mats and he kept declining these as they were self - inflating, which is no good for size and weight as this is for wild camping. Eventually, another sales assistant suggested another mat and told my partner that this was not self - inflating. The mat has just arrived today and surprise surprise, it’s a self- inflating mat. Staff clearly don’t know their products and have not listened to the needs of the customer. This was returned for a like for like replacement and he has ended up with a huge lump of a mat which will take up loads of space in the bag. Clearly not the outdoor specialists they claim to be. Now another 20 mile trip will be needed back to the store again, while he has to pay out to a different company and get fast delivery for a new mat in time for the weekend.

I paid £6.95 for delivery & then they had the cheek to charge £4.95 for a return -(£12!!!!!!! to try an item on) so caution ONLY buy if you 100% think you will keep!!

I live in a small town - with no outdoor shops. So when i need to buy new hiking gera - I buy online. I wear Rab jackets. I spotted one in the sale online - at a great price. I bought a size larger than my normal clothing size as I always do with Rab jackets. I paid the £6.95 for delivery - note this was for a super lightweight jacket and NOT for next day delivery.

The jacket arrived and I was gutted to find it was too small so wouldnt allow a fleece to worn underneath.

So Iwent online to arrange a return - It Is £4.95 to return!!!! so bascially I have paid £12 to try on a jacket

£12!!!!!!!!!!!! that is utter madness

I know its not Costwolds fault the jacket was too small. (I wear the brand, I checked my sizes, I bought the same size as I currently own)

But £6.95 for delivery is steep (the jacket was such a good price that I was kinda ok as I presume dit would fit) - but to then charge a £4.95 Return fee on top is insane,

But charging nearly the mininum wage for delivery & return... is so so so so expensive - I have never had delivery & return fees like like shopping online from any store.

it has 100% put me off ever buying online from Cotswold and their online chain of stores.

Ordered shoes -evri note says delayed still nothing 5 days later, followed procedure and was asked if I wanted refund or replacement. I asked for a replacement
They are now telling me they will refund me when they receive the shoes back at the warehouse. So are they lost or are they not. Why cant I just get my item delivered.im sure all the issues are with evri but ingeneral why tie with a company that loses or goes missing. To save money over reputation and reliability

Zero stars if allowed! No telephone number, WhatsApp link doesn’t work, don’t respond to emails & won’t allow you to log in! Wellingtons were absolutely rubbish quality and would split after a couple of wears. Upon receipt I wanted to return them but not at a cost to myself, as these boots had been sold to me under false pretence and description. Avoid this company at all costs. Will have to go through my credit card company to resolve as I can’t make any form of communication with them.

Just ordered item over £100 on Saturday and paid £6.95 for “next day delivery’ expected to arrive Monday. However have had email saying will be delivered by Evri standard service. This always takes at least 5 days, usually a week or more, where I live even though every other courier manages next day. Very disappointed in Cotswold last time I ordered they used Dpd and it arrived the next so I was expecting similar service. This is just dishonest on Cotswolds part offering next day delivery. I won’t be ordering anything form Cotswold as long they use Evri, which is a shame because I was looking to order hiking boots and goretex jacket. Can’t understand why they would throw away their good reputation on a notoriously bad delivery company especially when the customer is bearing the expense anyway.
Tuesday update, I have received the inevitable email from Evri saying your parcel is delayed. Order no. 30478210

Like so many reviewers, wish I'd read reviews before purchasing. I'd always believed Cotswold to be a decent company.

Finally saved up enough money for a new tent and footprint - I DO NOT spend nearly 500 quid everyday, Cotswolds!
Ordered from them as next day delivery, and I knew I would be home to receive item.
This was Wednesday. Thursday I get an email saying footprint has been delayed - nothing about tent. Nothing arrives so Friday I chase it and get told tent will be dispatched that afternoon. Cotswold later email me a tracking number to confirm dispatch, but by Sunday the courier still does not recognise the tracking number?!!!

Edit - It was not easy to initially contact Cotswolds about this and conveniently their phonelines are only open during regular working hours when a lot of their customers are at work.

DHL collected the parcel from Cotswolds on Monday, so Cotswolds have lied to me about the dispatch on Friday. Thankfully DHL can deliver to my local shop and partner can collect as I am unable to do that this week. I received an email today saying the footprint is no longer coming from their suppliers so I should receive a refund for this.

Edit - refund arrived swiftly.

Cotswolds - I see that you have eventually edited your reply to address the issue.

The issue is not that there was a reasonable delay, the issue is that your website promisew next day delivery - you are lying to your customers before they've even bought an item, and coercing them into making a decision to go with you over others because of the countdown on your website. Sort out this technical problem, please, and have the honesty to give delivery as 3-5 days plus.

I had a great experience in both the MK store, good conversation about a jacket I was after which unfortunately they didn’t have. I purchased a TNF £159 fleece jacket to have it drop in sale the next day by £40! I went into the Rushden Lakes store to exchange to get the lower price, and the girl on the till was amazing! Thank you!

Purchased a snowboard jacket in the Christmas sale. On arrival it was clearly faulty — poorly stitched and already coming apart.

I opened a return (ASF98516951), at which point the customer service experience deteriorated significantly. Under UK consumer law (Consumer Rights Act 2015), where goods are faulty the retailer must provide a full refund including the original delivery charge, and the customer should not be required to pay return postage.

Despite this, Cotswold Outdoor required me to pay for the return of a faulty item.

Several weeks later the item itself was refunded, but neither the original delivery charge nor the return postage was refunded, which is not compliant with the Consumer Rights Act. I contacted customer support and was told the postage refund would be processed separately by the end of the week. It never arrived.

I followed up again and received no response. After a further two weeks, there was still no reply from the same representative.

This appears to be a deliberate practice to shift costs onto customers, despite the retailer’s legal obligation to cover all delivery and return costs where goods are faulty or not as described.

Poor quality product, poor customer service, and a disappointing experience overall. I will be escalating this further.

UPDATE
For some bizarre reason Cotswold has replied to this review asking me to reply to them here. All the information they need is in the original review including return number. Very telling I get a response here but nothing on email.

Cotswold, what do you want me to publish here? Anything else or prologue my refund?

UPDATE 24th Feb
I received a rather comical support email from Chris on the 10th of Feb saying it has been escalated to the finance team and he is glad to hear it is resolved! Nothing resolved, no refund and no receiving any communications.

This is now to step up a level. I advise anyone in this situation to request a full Subject Access Request (SAR) and they are legally bound to respond with all information, even emails containing your name. This is a significant indication as to their process and will increase any compensation claim. Will keep all informed.

Brilliant service in the store; don’t be put off by the rubbish phone system. My problem is plantar fasciitis. I was served by Yaro - outstanding! He’s knowledgeable, good manner, patient. I can’t praise and thank him enough.

Trying to get trainers at price shown on the website when the store was selling them at full price. Apparently I its not their problem the systems wasn't picking it up! Disgraceful

Do they even exist > I have not received my order and the tracking number with the courier does not exist. I have tried their webchat, phone, no answer. I have emailed today, but based on the below I'm very nervous as it does not look hopeful.

I received a reply from my review 16hrs after writing the one below. I see what you are doing Cotswold agents you are waiting for the 3 days to expire then you will write you never got back to us as per request, which i most certainly did you asked for a ref no an email and phone no which were all given 16½hrs after my review 25/1/26 ... i have heard NOTHING the silence is definitely deafening !! Come on now Cotswold Outdoors stand by your convictions !!

Hi my review has nothing to do with delivery a lot of the reviews seem to be about this. NO NO NO, MY BOOTS are 9 months old the heels have worn down I wrote to customer service who said they wanted pictures the asked me if I walked on asphalt which of course I said well it's probably 50/50 asphalt and grass because I didn't think for a moment that they would say well they arnt walking boots for walking on asphalt!!!? Eh !? No one told me this when they were taking the £180 in a sale for my Gore-Tex walking on grass only boots! Now the warranty is void! You could NOT NOT write this! I had a lot more to say but it was unprintable! I've spent a fortune over the years in these stores NO MORE !! Anyone Is there an Ombudsman that govern stores like this ?