OutdoorMaster Reviews 304

I ordered the 'Bundle Sale - Pro Goggle + Lens + Kelvin Helmet × 1'. The helmet arrived as expected, but there was no sign of the goggles! After a couple of emails the response was good and received goggles plus some free cycling glasses by way of apology. The problem allegedly was lunar new year delay and being sent from different depots. Product looks good, company keen to please but looks like systems not fully controlled. I would buy again.

I received the HERON Ski googles two (2) days after ordering them. The quality was very good and felt very secure while riding with them. The Kelvin 2 hamlet arrived 2 weeks after I placed the order. Quality on it feels very good as well and fits right and secure for my head. As a beginner snowboarder, this set feel more than enough. Will definitely recommend it.

I ordered a pair of sports sunglasess. Then got an email to say the model I ordered is out of stock and asked if I wanted to pick another one. I said I did not as that one was the only one I liked and then received a separate email from someone else to say there was an issue and my order cannot be dispatched but "they think I will like a completely different model" so recommend buying that one and a $10 refund. I kept saying I don't want another model, just a refund and still have not heard anything back. WOULD NOT RECOMMEND!

I got the run-around from Outdoor Master. I ordered a set of bluetooth helmet speakers and after a couple weeks, I emailed to ask for a status to which I was told "shipping next week" and I was offered a $10 refund for the delay. I asked to cancel/refund. I was then told again "next week", so I waited. A week+ later, the item still hadn't shipped and the $10 refund never showed up on my AMEX. I then asked to cancel second time and opened a dispute with AMEX - that motivated OutdoorMaster to finally issue the refund. Also, customer service replies take 2-3 days.

Okay so I've been patient for more than two month. I placed my order on the 19th November 2024, and somehow the company didn't provide my adress to the local delivery company in Hungary, so they sent me an email, because of the wrong adress, stating, that my package (104$ - ski goggles, and a helmet) will be returned.
I sent them my adress, AGAIN and I asked them when it's going to be delivered. Their answer:

"Dear Bence,
I hope this message finds you well. At this time, we are unable to provide you with an exact timeline for the delivery of your package. We are currently awaiting further instructions and updates from shipping carrier..." - (31.December)

After this, I had enough of this back and forth emailing, and I said I want a full refund. Thenk they said:

"Dear Bence,
We sincerely apologize for the negative experience you have encountered due to the address issue that led to the failed delivery of your package. To rectify this situation, we are prepared to reship your order as soon as we receive the correct address from you..."

(I gave them my address a month ago...)

"To compensate for the inconvenience caused, we would like to offer you a partial refund of $20. We hope this gesture will help alleviate any dissatisfaction you may have experienced..."

Of course I refused the partial refund, because God know's when will they send me my package, july probably...
Lastly I don't recommend buying from them. Maybe the prices are great, and I belive the products are good, but I feel like they just playing with my money.
Order number: "OM108960"

UPDATE:
They said that they are going to refund me fully, and that is a plus, I am currently waiting for my money. (10th January)

UPDATE:
They wrote:
"...As we are employees, we would like to kindly ask if you could consider updating your review first. Once the update is made, we will be happy to proceed with the full refund for you..."

After that, they provided me with a free coupon to a sunglasses, which way but I just wanted my money back. I hope my next update will be my final one, once they fully refunded me... (17th January)

UPDATE:
After waiting for nearly a week they wrote this:
"To proceed with the refund, we kindly ask that you update the review. Once we see the updated review, we can escalate the matter to our manager and apply for the refund. Without this, we won’t be able to proceed as we are employees working within these guidelines."
I hope this update satisfy they needs and they can proceed with the full refund...
(1st February)

*post reply update* They didn't even read the review, their reply is invalid. Shows how little they 'care' for customers.
*original review*
Abysmal customer returns process.
They also don't follow their own policy as stated on their website. (I also had the same 'keep for a friend' offer that others mentioned.)
Their website states that products must be shipped to where they originated, yet they wanted ALL products to be shipped to China (the order partly came from the UK). This means that if you had an item that came from a UK warehouse, you will be sending it to China at a significantly higher cost to you than if sent to their UK warehouse. Below is their policy, which is archived in case they modify it retrospectively - don't try it:
"Important Notice: We ship from multiple warehouses. Please note that returns must be sent to the corresponding warehouse from which the product was originally shipped."
I sent the items to China, following the 'instructions' from customer support (literally just gave the address). The items have been sent with the appropriate declarations and are being held by Customs saying that Customs will contact the recipient to clear the items. Outdoor Master claims that I have to pay Tax on the items, despite these being Returned goods (no tax applicable). They do not inform me of how to do this, just that I need to. I contacted the logistics company which confirmed that the recipient needs to clear the items. I informed Outdoor Master this, yet they insist that I need to pay Taxes. Again, they give no method as to how. Customs always contacts the recipient for any charges or taxes, not the sender. The fact that Outdoor master doesn't even know how Customs or logistics function is mind boggling. I believe they do, but are charging the customer the customs duty or handling fee and labelling it is a Tax.
To reiterate, a return results in effectively zero items being 'sold' & therefore there is no Tax to pay as there is no sale. The original VAT charged when the items were sold will be refunded. You also definitely don't pay Tax to return goods. The only 'money' that is actually expended is for the logistics cost to cover the movement of the items as that is a service that is used.

Avoid this company if you think you will EVER need to return an item, even under warranty.

Seems like a high quality product. Placed order and received in mail a few days later. Would buy from again!

Great service and product

Can I give zero stars? Does OutdoorMaster hate its customers? Terrible return experience - do not recommend ordering. Product didn't fit as I had hoped. Trying to return product that I paid $77 for, but the company is only offering $19. The return policy was unclear online and one must contact the company via email to facilitate a return, then they recommend keeping it for a friend. I would not give this product to my enemy nor would I recommend them to anyone I even vaguely like. I feel taken advantage of and very disappointed.

Email from the company:

"As a solution, we are willing to provide you with a 19$ refund for your order. Alternatively, you could keep the items and share them with your family and friends. I wonder if you could accept to keep this order? Of course, if you prefer to return, we will respect your decision and send you the corresponding returned process."

I am still waiting to hear how to return this unwanted product for a refund...

Thank you for the reviews i have read them and will not now be buying from them

I ordered ski goggles on December 5th. They seemed like they would be a great buy. I thought the company was based in California since that's the address listed on their web site. Little did I realize that the company is actually Hong Kong-based and ships from there. The address listed in CA is just a commercial warehouse park and the company is not listed as one of the tenants. As of today, my ski goggles have been stuck in Jamaica NY since December 9th with no further updates. Though the communication with Outdoor Master has been decent, the fact that I alerted them to the fact the package had not moved (likely stolen/missing?) has done nothing to make me feel I will ever receive the product. I've cancelled my order. We'll see if they actually do anything. Fortunately, I used American Express (which was the way I found out the purchase was being made via Hong Kong.)

Chinese SHIPPING company posing as UK warehouse - NOT what it says on their website.
Ordered ski goggles and the delivery is coming from China, not, as it says, here in the UK.
Delivery stated as 3-5 working days - it took
19 in total.

SCAM be careful!
As you might notice, 20% of the reviews are negative, this company is a total scam. DO NOT order anything here!

I ordered a helmet, but it never arrived after 3 weeks. I contacted customer service, and they said they would place a new order. However, I never received a tracking number. When I reached out to customer service again, they said they would place another order.

In conclusion, after a month, I still haven't received anything. This has been a valuable lesson for me to check reviews first. Seeing that 20% of reviewers gave a 1-star rating should have been a red flag!

The Shark 2S is so good. The built in battery is convenient so you don't have to worry about where to park. I did have an issue with my first unit but this was quickly resolved.

I received a quick response to my enquiry and the customer service representative, Iris, was very friendly, understanding and helpful. This meant my enquiry was resolved and all was good in the world! 😁

excellent customer service

Update: company has been prompt in their responses to my frustrations and concerns. They have remedied the situation to my satisfaction by allowing me to return my item to a U.S. address and offered me a 25% discount on a future purchase.

Horrible! This company makes their website look to be an American based company, headquartered in California but when you request a return (which they “guarantee for 30 days”) they give your an address in China to ship back to! The return shipping is going to cost as much as the product! This company is a fraud and a scam. I will be reporting them to BBB and denying the charge on my credit card. DO NOT ORDER FROM THIS COMPANY!!

Update: I am still required to send to CHINA if I want a refund. UNACCEPTABLE. And their response is a total lie. I read through the entire shipping and returns policy and NOWHERE does it say that items would need to be shipped back to China for a refund. It is SO deceiving to put a California address on their website but have an item come from China and be expected to pay to return an item across the world. Taking it up with BBB and my credit card company.

Brilliant customer service from Iris. Very prompt, friendly, polite and satisfactory. Thank you.

Very kind and helpful. Thanks again .

I will continue to do business with this company. The SUP pump we bought works great!
The attachment on the pump broke. I called the company. Spoke with a real person and he advised me to email my concerns to their product support team. I emailed on Friday and the issue was resolved by Sunday. A new part is being shipped to me. All this occurred over a holiday weekend.
I’m so impressed and grateful for the service I received! Thank you so very much!
Kristine