Ordered luggage (£129.89) on 10 March…
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.
Antwort von Cotswold Outdoor
Hi Danny,
We’re really sorry to hear about your experience, especially with your upcoming travel.
While we understand your concerns, the courier has not yet confirmed the parcel as lost to us and has advised they are still awaiting an update from the depot while the shipment is being searched for. Until this process is complete, we’re unable to issue a refund or replacement.
We appreciate how frustrating this is and apologise for the lack of resolution at this stage. Your feedback has been noted and will be shared internally.
Kind regards,
The Cotswold Outdoor Team