Cotswold Outdoor Reviews 

Very disappointed once again. Having previously purchased a top of the range Garmin watch (around £900) I returned it under warranty because the screen kept freezing. It was returned to Cotswold who then over a month later returned it back to me having said that it had been sent back to Garmin and fixed.
It then froze again and then not getting a response from Cotswold for over a month I called Garmin UK directly who said they had never received it. Then weeks away from the warranty running out there was push back and conveniently more delays from Cotswold to discuss a return that dragged out for months. Having now retuned it once again they have now offered me a seconded hand watch as a replacement which would obviously not have a full warrant like a new one would. This is unacceptable and very disappointing. 

I went to get a pair of sandals the reduced pair didn't fit well so ended up getting another pair same brand but a bit dearer. Wore the sandals at home before going outside with them. They are comfy fit well not too narrow nor too wide at the front of feet. The foot bed makes your feet sit well that extend to the comfort of walking. The closed toe of the sandals feels protective. Will use them on my summer holidays. Customer service are friendly.

Excellent service at the Catterick Garrison store; sales assistant helped fit the "one size for all" Osprey Talon rucksack and had good knowledge of alternatives. Matched CO website price in-store.

This company make it incredibly difficult to return faulty goods. I bought an expedition bag online that broke its zipper after only one trip. Having sent multiple pictures and emails they still refuse to collect the item or refund any money until they have done a full investigation at my expense! Like many have said, this company used to be great, but not no more!

Last Saturday, 27th June, we had an appointment to put together my grandson's kit for a trip to Bali.
William, was extremely knowledgeable, friendly and helpful. Without his help, we would have struggled to get the kit together ourselves. William is a credit to the Company - thank you.

I placed an order with them for two expensive items and paid extra for next day delivery. This order has not arrived. The delivery company tell me it has been lost so I have tried to contact Cotswold. They have not replied to my messages and it is impossible to get through to customer services. A very disappointing and expensive mistake shopping with them!!

I paid extra for next-day delivery, but it’s now two days past the promised date and I still have no idea what’s going on.
I’ve received no updates from either Cotswold Outdoor or the delivery provider (Evri). I contacted Cotswold via chat and was told someone would follow up, but no one ever did. My emails have gone unanswered, and I’ve tried calling multiple times with no response. Evri has also provided no meaningful updates or support.
This has been a very poor delivery experience, especially considering I paid extra for faster shipping. Lack of communication and accountability from both the retailer and courier is extremely disappointing. I would not rely on their delivery service again.

I searched online and ordered a jacket for in-store pick-up. Communication on the pick-up process was not terrific (3/5), but this was largely due to the manufacturer. Once the product was delivered to the store, my experience was perfect; the jacket is not widely available, and the service from Cotswold was very good indeed.

I am extremely disappointed with the level of customer service I have received from Cotswold Outdoor.

I purchased a pair of Hoka Anacapa Breeze Low shoes from the Cotswold Outdoor store at Cotswold Water Park, and after only 10 days of very light use, the heel strap detached from the shoe while I was putting it on normally. Given the age of the shoes and the nature of the fault, I expected the issue to be handled promptly and fairly.

My initial request for assistance was submitted over a week ago. Despite chasing the matter twice, I received no meaningful update and ultimately had to call customer services myself just to obtain an update on the situation. As a customer, I should not have to repeatedly follow up and then telephone to get a response.

To make matters worse, I was informed that I would need to pay for the return postage and insurance costs in order for the shoes to be assessed, despite the product appearing to have suffered a manufacturing defect after minimal use. As the store is approximately a 45-minute drive from my home, returning the shoes in person is not a straightforward option.

The combination of a faulty product, poor communication, slow response times, and being asked to incur additional costs has left me with little confidence in the company's after-sales support. This experience has been far below the standard I would expect from a specialist outdoor retailer, and I am very disappointed with how this matter has been handled.

Based on today's experience, disappointing. Two young women too busy chatting to deal with me.

I was planning to buy a £70 gift voucher for a 70th birthday but 12 months to spend it was not enough. Very difficult to justify an expiry period for something like this. What happens after a year? Cotswold just keeps the money? It feels like theft.

Got exceptional help with choice of coat from Will at the Newcastle store. He listened carefully to my requirements and went straightaway to where I could try the coats that matched my numerous requirements. Despite being understaffed - not uncommon in today’s high street shopping in cities and towns throughout the country. But Will never showed any sign of having being pushed for time despite being stopped by me from stock filling. Clinched the sale. So this is my honest view of Newcastle High Street shop.

I've bought from them multiple times and every time the customer service (especially in store) has been exceptional.
At times the deals/prices are not the best, but it feels like the people working at the company genuinely care about you as a customer and about the product being the best one for you.
Probably have one of the best returns policies out there as well, never had a single issue with returns - 0 questions asked.

I would say the in-store experience is the best way to go if you can, but also happy with their website/online!

The only issue I ever had - sometimes the in-store pick up deliveries can take a while, but it was my choice to get it shipped to a store instead of a faster at home delivery.

STILL WAITING FOR NEXT DAY DELIVERY FOR MY £264 COAT!!! WHAT A JOKE!!!
I GUESS I SHOULD OF READ THESE REVIEWS FIRST, IT'S LIKE THEY READ MY MIND!
WE ARE ALL IN THE SAME BOAT , BAD LOGISTICS NO SO CALLED 'NEXT DAY' DELIVERY , NO CUSTOMER SERVICE HELP. CAN NEVER GET THROUGH ON PHONE NUMBER ETC..ETC..

I wish I'd read the reviews before I placed my order but I thought I was dealing with a reputable Company and it never crossed my mind to! Far from it, absolutely useless customer service whether its by email or telephone, not a single call back or reply to my numerous emails.
Paid for next day delivery, got tracking information from both DPD & EVRI but neither show any signs of being delivered.
Can't get through to cancel my order so I've had to resort to lodging a dispute with my credit card company.
PLEASE AVOID EVER ORDERING FROM THEM

I went into store today to get myself a new pair of walking shoes to walk my dog.

There was a customer assistant helping 3 people at the same time.

I walked straight out as i knew the level of service that would be provided would be below sub standard. Not for lack of the assistant trying but because their focus would be split between 4 people.

That is not a premium service.

Needless to say i went to thier competitors and low and behold a member of staff for each individual customer.

None of this 1 staff member trying to serve 4 people nonsense.

Cotswold outdoor you are letting your long standing customers do exactly that, stand for a long time waiting.

You have just lost a customer.

Such a shame what has happened to them going off of all the comments on this site.

Bought a chair from there earlier today. Customer lift does not go to the top floor, but they did offer to bring things down for me. The three members of staff I encountered were all helpful and friendly.

Shame about the price. The chair I bought was £109. Having looked when I got back, literally everywhere else it was only £70 - £80. Not sure how they justify it being £30 -£40 more?!?

Absolutely shocking Customer Ssrvices. I have been chasing the after sales team for a month and a half about a refund they said they would action. No one is replying. I must’ve called a handful of times with no progress.

I ordered a parcel and the package was missing 1 item that I ordered. Contacted them and the courier the same day and I m still waiting for a reply 10 days after, no refund or resolution has been proposed, just radio silence. Is sad as I got it with a gift voucher and that seems to be just gone. Will never buy online again with them.

Absolutely mistake! My advice is to avoid this place. I don’t know what happened there but it’s bad. I’m waiting 2 weeks for my order, went ask to store they showed me my order but can’t give my my order ( paid ) because I haven’t received an email with confirmation that I can pick up my order. No response from customer service! They are just amazing money collectors not a store.

An amazing member of staff, Sarah, who helped my disabled partner, who has odd sized feet, find the right trainers and sandals and buy the right waterproof coat. She brough several boxes of different trainers, explaining the sizing and width differs between brands. Nothing was too much trouble. She clearly knew the products and was able to offer clear advice.