Cotswold Outdoor Reviews 

Visited Maidstone branch for walking trousers. Staff member (lady) was attentive, helpful and found me two options that fitted my requirements and I purchased a pair.
I have experienced poor service at another branch and cannot comment on online/ delivery issues, but staff at this branch have always been good.

DO NOT RECOMMEND to buy anything from them.
My story:
Ordered stuff on 22.05.2026 with next day delivery... never arrived
I gave them a "trust of a doubt" as 26.05 was a BANK HOLIDAY.
25.05 - No tracking N°
26.05 - No tracking N°
27.05 - Contaced with someone called ABBY, explained my issue - and she prommised me to be back ASAP.
29.05 - no email/callback from ABBY.
Tried with online customer support, someone named ARUN have sorted it out(ish) my missing order but...I have paid for next day delivery and I still didn't received my stuff. AVOID AVOID

Great selection, helpful staff and competitive prices.

I had to return some trainers that came apart after a few months. The salesperson could tell they should be replaced but wasn't empowered to make the decision - trainers have to be sent away to the 'assessment team' and you apparently find out in 5 weeks what will happen! I waited three months, repeatedly calling and emailing (both the store and the central customer service) and got nowhere for quite some time. Eventually a code (that didn't work!) for a refund was issued.

I would never buy from them again. I'd go and try on the shoes, then order them from another supplier with a better returns system!

I had a great in store experience where the assistants were very friendly and knowledgeable on the products. They understood what i was looking for and offered me the best product to suit my needs. Would highly recommend.

I am absolutely appalled by the complete lack of customer service and quality control from Cotsworlds Outdoor. This has been an incredibly frustrating and stressful experience, leaving me with a damaged product and no support.

I purchased Ayacucho Jacket, which was delivered on Tuesday, May 19th. Upon inspection, I immediately discovered two significant defects: a hole in the pocket and a toggle completely detached. For a premium brand and a jacket of a high price, this is simply unacceptable.

Recognising the urgency, as I needed this jacket for a trip at the end of the week, I sent a detailed and urgent email to the customer service team, enquiries @cotswoldoutdoor.com, the following day. I clearly explained the damage, the time-sensitive nature of my situation, and requested either a full refund (so I could fix it myself) or a next-day replacement.

I have received absolutely ZERO response to this email.

Given the silence, I sent a follow-up email 24 hours later, reiterating my concerns and request. Still, absolutely no reply or acknowledgement whatsoever.

I even called my local St Albans store to see if they could help. I was informed that they would need to send the jacket off for inspection, which would take 6 weeks, with no guarantee of an immediate refund, and they couldn't even refund the £7 delivery charge I paid. This is completely impractical and useless for my situation.

I have still been ignored by your customer service team. This is utterly disgraceful.

Cotsworld Outdoor provided a faulty product and then demonstrated a complete failure to provide any customer service or resolution, effectively ghosting a customer who purchased a high-value item and was left in a desperate situation.

This experience has been incredibly disappointing and has caused immense stress. I strongly advise potential customers to reconsider purchasing from a company that offers such poor product quality and non-existent support when things go wrong.

Visited Belfast city centre branch for sunglasses. Staff were outstanding, helpful and polite. Glasses were a bad fit so returned them later that day...no problems whatsoever, and got a more suitable pair. Brilliant staff!

Cotswolds used to be a good outdoor retailer. This review is rated at 1 as that is the lowest that can be given, if negative numbers were available this review would be -5.

I bought a Rab Kangri jacket from Cotswolds in March 2025. The jacket was leaking, I contacted them and they suggested I return for investigation. It was meant to take 6 weeks to do this.

After 8-10 weeks and multiple attempts to contact by mail and phone with no response I received a generic mail saying I would get a refund within 10 days. There was no explanation of what was wrong with the coat.

Further attempts to contact were made after the 10 days had expired. Again with no responses, until out of the blue I received a mail stating I would get a credit note. Which was actually the last thing I wanted as I did not really want to give any more money to Cotswolds. I have however used the voucher, but it will be the last thing I buy from this company. I suspect the returned coat was lost, hence the credit note.

Cotswolds used to be a good outdoor retailer. The experience I have had with them with this return, which looks like the norm rather than an isolated incident, has demonstrated to me that they can no longer be considered as such. I definitely will not be spending a single penny again with any of the stores now part of the Cotswold outdoor group.

From what I can understand the 'group' is primarily owned by a French private equity company (PAI Partners). Their main aim will not be to service the customer, but to service the investor and make the maximum return on investment before divesting (which their website suggests they do after around 6 years). Online information suggests that the limited company for the uk based element of the group had falling sales, gross margin and cash positions with increased inventory holdings in the most recently available accounts. Based on the customer service that is being received I can only hope that more customers vote with their feet and help to continue the decline of this company.

Went to nearest store in Inverness and found a large To Let sign outside and a store selling off remaining stock at large discounts. Staff had glum faces. No information online. Judging by the reviews, good reviews for individual store staff but terrible reviews for the mail order, one comes to the conclusion that the company is in serious trouble. Have not seen a liquidation notice yet though.

Bought some meindl boots. Super great comfortable boots but laces frayed quite quickly and then one of the eyes broke. Sent back and the sent back to meindl for repair (policy of meindl is to repair from sustainable perspective) . Boots returned with new laces and repaired about 4-6 weeks later.
Worn a few more times and then top eye broke again. Again sent back - 2 months ago! Not heard anything back yet. Sent two mails to customer services . Vague response . Still no reply on next mail . Requested refund . No response. Called customer services . No answer . Requested call back - no call back. Have bought another pair of boots . Where are my boots cotswold outdoor ? This simply is not good enough . 1 star rating is far too much
Buy your product elsewhere in my opinion.

Poor communication no product has arrived .. questioning I'm going to get my 300 pound back . They don't reply to emails .. phone calls social media .. will be reporting to my bank to get my money back . Will never use again and will be making sure I tell everyone I know not to order from them

Spent £355 on 2 pairs of shoes from Cotswold. One pair split and is guaranteed for 3yrs. This occurred after 12 months wear and I was informed by the store to process the complaint online. After repeated calls and correspondence, uploading of all relevant details required. All I receive is AI generic acknowledgement and no action. After 6 weeks of the same, I have reluctantly referred back to my credit card for a Section 75 charge back

I have been walking in trail shoes long distance, have hammer toe and had been experiencing burning and numbness in my toes. I visited the Port Solent store with a view to getting more suitable footwear.
I was recommended a boot with a wide toe box.
Laura was not afraid to tackle my incredibly ugly feet and found that I was also in need of arch support so made me some innersoles in order to help nerves not be pinched.
Laura was really professional and put me at ease throughout the process.
Nothing was too much trouble and she chose 2 pairs of boots for me to try which were spot on.
A week later I still have the burning sensation in my toes but that has confirmed that I need to visit a specialist about the toes to see if anything else can be done there.
I am really happy to have innersoles made for my feet and have more understanding about which walking footwear to choose.
Thank you Laura you are a credit to the business. 🌺🌞☺️

Ordered a pair of trainers in store to be delivered to my home, Evri failed to deliver the parcel, despite having proof of this I'm being refused a refund unless I fill in the most unprofessional word document promising I didn't get it. Which is also something I wasn't told about initially

I visited the Brighton store today to sort out an online order issue. The sales person called Georgia resolved all issues in a highly professional and friendly manner. 5 star customer service without doubt!

Very satisfied- I made an appointment to have my gait checked for new running shoes, a gentleman named Will assisted me. He was professional and well-spoken! I recommend him, you won’t regret it.

Their returns policy is ridiculous! When your order is over £100 and I had to PAY over £10 to return the jacket to them. This is the last time I shop with them. To make people pay for returning items that don't fit properly is bad business, Most clothing shops I order from have free returns - and more reasonably priced delivery costs. Most of their clothes are over priced too. Other shops have better offers and delivery/returns policies.

Dreadful customer service. Took faulty RAB jacket back to store, under warranty, . They said 2-4 weeks, been 6 weeks note told 12 weeks.
No communication replies to my Complaint emails to head office and telephone calls to store.

Ordered with next-day delivery promised at checkout. One item was delayed — that happens. What followed doesn't. Four days of broken promises from their own agents, zero proactive contact, and no resolution despite chasing via chat, phone, email, and social media. The bag was needed for the weekend. I'm now pursuing a Section 75 claim through my credit card provider.

I've shopped with Cotswold Outdoor for years. Good products, but the customer service on this occasion has been genuinely poor.

I regularly use the Cotswold Outdoor store and have always had a good experience.

The staff are friendly, helpful, and knowledgeable, with a great range of quality hiking and outdoor equipment available — especially Patagonia products, which I often look for before trips.

I still prefer trying clothing and gear on properly before buying, particularly when preparing for hiking or longer travel adventures, and the store has always made that process easy and relaxed.

A reliable outdoor shop I’m happy to keep returning to.