Up and Under outdoor gear Reviews 29

Just wanted to say a big thank you to Ellie at Up and Under! Fantastic customer service! I really appreciated the hand written note and love the microspikes!

Needed some advice about a roof rack for 3 kayaks. So glad I called up and under who were just tremendous. Great advice, good tips about attaching kayaks securely. I had spent hours researching and had come up with the wrong answer - 10 minutes on the phone with John and all was sorted. 24 hours later we were off on an adventure in the heart of Highland Perthshire with roof rack in place. Cannot rate these guys highly enough. Superb.

Ordered a Buffalo 6 online. For some reason the payment didn’t go through. I emailed the following evening to ask if my order had been received or not. By the next morning Ben had emailed me to say that they had received my order but there was an issue with the payment. I phoned and spoke with Ben who sent me a payment link. Again no joy. I phoned a very patient Ben who listened to my problem and waited on th phone while I tried again. Payment went through okay ( the issues appeared to be with my phone rather than Up And Under). My shirt was dispatched that day and received the next day. Fantastic service as far as dispatch and receipt were concerned, and very helpful and patient customer service. Thank you Ben.

It’s been a while since I bought the Rab Expedition suit from them and forgot to review them.
All was spot on, very helpful and communication was at the top level!
Highly recommended sports/mountaineer shop!

Been a customer since I was 8 years old, going in with my dad. I'm now 32 and would recommend to anyone. Knowledgeable staff and the best quality kit.

Went to Up and Under to buy some climbing shoes- I explained my needs to Joe who was most understanding, patient and really knowledgeable. He was really helpful and gave me a good insight into the world of climbing shoes! Its always good to buy stuff from people who are actually into the sport that they are selling!

They have a huge range of stock and the shop is well laid out-well worth a trip even if you don't live in Cardiff.

Nowadays, Shops like this are hard to come by and I would recommend them to anyone who's into the outdoors.

Thanks for looking after me guys!

Hugh.

Ordered goods to the total value of a £1000.00. After 2 weeks, I chased up my order. Only to be told that my Kayak had not been ordered. That meant another 2 week wait.

Eventually collected my order and whilst being unwrapped, James appeared and demanded that my wrapping be saved. I was not asked if I wanted the wrapping.

A well laid out store, with knowledgeable staff. But customer care needs to be worked on.

After extensive research I purchased my Wilderness Tarpon 120 Red Kayak from Up & Under, UK in November 2017. Unfortunately, though marketed and advertised as watertight, it leaked water substantially. I contacted Up & Under and explained the issue in great detail, they advised me that watertight did not mean watertight and that some seepage was to be expected. Eventually after several Emails and telephone calls and an eventual video showing the amount of seepage, it was agreed that they would repair under warranty, despite this being a manufacturing issue. Up & Under made the returns issue so difficult, that I reluctantly agreed to transport the defective Tarpon 120 to Palm Equipment International Limited. They replaced the orbital hatch, it was explained at the time, they could not carry out a full test, as they needed it to cure for several days, something that was not made apparent prior to the 120's return. Palm UK did say if I had any further problems, that I should contact them direct. I tested the 120 over the summer months, but unfortunately the leek persisted.

As instructed, I contacted Sam Hall and explained the problem, she passed the issue onto her customer care team namely Emma. After much effort and a change of collection dates by Emma, the 120 was collected to undergo extensive testing, which took two weeks. I was informed by Emma that the hatch was still leaking and to discuss my options with Up & Under, despite being told by Sam to deal with Palm UK. I was not told by Palm UK why the 120 still leaked, or if it could be repaired, or offered a replacement. Which is annoyingly frustrating, and costly as I accessorized it with a Red Palm Kaikoura PFD , Red Palm Bora Jacket and a Red Palm Drift Lite Paddle, Red YAK helmet, in addition I have also purchased a Scotty holder for the rails.

I duly contacted Up & Under and spoke with James, who at first advised that he had not spoken with Palm UK. When he had, my options were, a refund. I have now received my refund. I was not offered a replacement by Up & Under, as James said their was an issue with the mould for the 120 and that leaks would still persist. Is this a problem with the manufacturing process in the UK or an inherent fault throughout the fleet? I never received an appology from Up & Under or Palm UK.

Superb! suuuuper faaaast delivery, would def use again, cheers!

Excelent and friendly Service and fast response to orders.
We ordered thursday afternoon and monday morning the paddle arived in Denmark!! So now we are ready to test the new paddle from Werner before leaving for Greenland.