Cotswold Outdoor Reviews 

Excellent. Very helpful staff.

No response to my two emails regarding the non-delivery of a £170 jacket ordered more than two weeks ago. I will now be contacting my bank to initiate a chargeback.

Very disappointing customer service from Cotswold Outdoor. I would strongly suggest reconsidering the use of Evri as a delivery partner.

Thieves and fraudsters. Lied to me multiple times and have stopped responding to my emails even though they had said they could resolve my issue if i “just contacted them” when I got shipping information. I am out hundreds of dollars with no items that I ordered and they give zero f**ks. AVOID, DO NOT ORDER FROM THEM.

They have taken my money for what should have been a next day delivery. A week on and I still haven't received my trainers. Despite calling customer services 3 times (with long periods on hold) I am no further on with receiving my purchase. Also £170 out of pocket..do not buy from this company. What a scam!!!

Ordered a Patagonia shirt and paid £6.95 (!) for "next day delivery. The shirt arrived yesterday, 2 weeks later, loose in the postage envelope with no protective Patagonia packaging and no indication that this was in fact a new unused item. No response from customer service. I have never experienced any online service as bad as this. Customer service seems entirely absent or fictitious. Just noticed on here that there are lots of other negative reviews. Avoid avoid avoid.

Camping food packets available in local store. Various varieties to choose from.

We had fantastic customer service today from your team in Watford High St. Both Steven and Jessica were so knowledgable, helpful and patient. They did not have to ‘over sell’ or be pushy. They were the perfect balance of good service. We ended up spending over £500 but we are so satisfied with the quality and design of our items. Please make sure to pass on our thanks.

06/05/26: Item not dispatched, calls and chat messages unanswered, and non-existent customer service when you finally get through to someone..

An email telling me "We ask that you please bear with us a little longer whilst we try to deliver your order" with no potential dispatch or delivery date, is not helpful.

Update 13/05/26: Item marked as dispatched after 10 days... Yippeee... But wait... Evri has provided a tracking number that 2 days later shows that they haven't been handed the parcel yet. Doubt it's even in the Cotswold Outdoor warehouse yet.. So much for next-day delivery!

Update 14/05/26: attempted to deliver (almost 2 weeks late) today via Royal Mail, unable to deliver as I wasn’t in and tracking wasn’t shared with myself.

My biggest issue with this company is the lack of information that causes mistrust, I really hope this is fed back to management.

I was skeptical of buying from Cotswold Outdoor when I stumbled across the review on Trustpilot. However, I decided to give them a shot and my experience with them has been amazing.

The delivery was quick and in fact, earlier than the date that was promised to me!

First visit to Cotswold Outdoor - impressed by the product range and helpful customer service

Bought Meindl boots (£165 in Jan 26) which split in 4 places after 58 days (only 125 miles)
Reported to online "customer service" 25th March and sent them back - have to go to manufacturer apparently
Meant I had to buy another pair to continue walking!!
Their issue but I'm the one losing out here - told no other way despite many photos sent showing the issue - no immediate refund or replacement
Anyway, 5 emails later and zero response from them - I have no idea what's happening - am I getting them back even?
So frustrating that this company can take/steal my money and my boots and not give me the courtesy of even acknowledging receipt of return or progress
I will never use this company again - I advise you not to too.
Does anyone have the email of their CEO?
I've worked in retail 35 years and this is some of the worst service I've heard of
Maybe I'll get a response to this - doubt it

Absolutely appalling company. One could be forgiven for thinking this company are just a bunch of crooks!! I have been waiting for my NEXT DAY DELIVERY for over 2 weeks now. Dont bother trying to send them emails because nobody gets back to you, If you are lucky enough that someone answers the phone in their customer service department you will be equally disappointed as they just try to pass the blame onto their delivery company which is Evri, who are just as bad as cotswoldoutdoor. ive sent 8 emails and have had no response at all. Ive spent countless hours on the phone trying to get hold of someone who can help me but i am literally being left in the dark here. I dont know what has happened to this company but going off of the reviews they have been receiving, its nothing good. I will be taking this further and seeking legal advice. You are pathetic.

Instore great. On-line is a major let down. Out of pocket as they have taken my money and now i am without my hiking boots. Evri are saying it's cotswold outdoors fault and cotswold outdoor are saying it's Evri's fault that my order has been lost!!!! I DONT CARE ABOUT YOUR EXCUSES!!! COTSWOLDOUTDOOR ARE THIEVES. AVOID THIS COMPANY AT ALL COST!!!!!

This was a terrible experience, I'm never shopping at Cotswold again. I bought a set of trainers at Cotswolds in store. They charged me twice, denied that they charged me twice. When I showed my bank statement in store, they said one of the payments would be returned later that day. It wasn't and never did. I returned the trainers a few days later, although they wouldn't refund me, they just gave me store credit which I have to use in a year. So basically, if I don't use it, I've basically paid for a set of trainers twice that they are currently in possession of. Absolute joke of a company

Booked in to the Bournemouth store for a gait test on Saturday (2nd May) and to have a look at running trainers. Joe was super helpful with his suggestions. Unfortunately my bank had decided to go down that day, so he was very good in allowing me to return the next day to buy the trainers, (even though I should have been charged for the analysis at that time.)

I had my first run with these trainers this morning and they are absolutely the right ones. Thanks Joe!

After ordering a pair of mountain equipment shorts using click and collect on 19th April 2026 on the premis (as communicated to me) id receive them on or around the 22cnd of April in store, I arrived at the store only to be told they hadn't arrived - that meant 2 bus fares costing a total of £6.90 wasted. I then emailed cotswolds on at least 5 occasions and I'm still awaiting a reply, I then again went to the cotswolds shop in Silverburn on 2cnd of May (another bus expense there and back of £6.90) in order to find out what's happened to my goods, the staff in the shop were everything their website wasn't - courteous, communicative, apologetic & sympathetic to the abysmal way ive been treated by their online service. I'm now currently awaiting a refund for my shorts thanks to the brilliant shop staff.
In my experience I'll never use cotswolds online offering again as their service is utterly appalling and it cost me in time & £13.80 in travel money for goods I never received.

Given their poor reputation would not have been my first pick, but having searched my favoured pair of running shoes I found that Cotswold Outdoors offered the best price, so took the plunge.
After a wait I was baffled to find I’d received a 140l bag in place of shoes. I had a hard time getting in touch with customer service, wasting the best part of a morning, and was told they would not action sending me my ordered shoes until I couriered them back their erroneously issued bag. Having found the time to get to the post office and send them back their misplaced kit, I heard nothing from their team and was unable to make contact.
As it stands it’s been 2 weeks since I ordered my running shoes, and I am £130 out of pocket with nothing to show for it.

Cancelled my order without any notification. Only found out when the delivery window passed and I got in touch with them to ask what was going on! Blamed it on a website pricing error. The trainers were meant to be a gift for a family member, no time to order alternatives by the time I had established they had no intention of honouring the order.
Shocking customer service.

Original order 15 April When 3 days had passed (the website says that delivery is always made within 3 days) I then got an email apologising for the delay but no info as to why or when I could expect them. After trying to communicate via their chatbot 21 April, I was told Customer Services would contact me. 3 days later they finally did by an email saying waiting for a warehouse delivery. I then sent a message saying could they give me a firm delivery date, if not, then I wanted to cancel. I was again sent a reply that Customer Services would contact me. No one did. On 1 May I contacted Customer Services by phone and at last got a call back from a human being. I was then told that the boots are in stock, had been in stock all the time, my request to cancel wasn't actioned and according to their system, records show they were actioned for dispatch 15 April so, as the system showed order had been dispatched nothing had been done. I said not sure about this as emails since said it hadn't been in stock or dispatched, so I asked for a promised confirmation of dispatch by the end of the day by email or phone/ text message. No response until 8 May when I got a message saying my order had been dispatched and I would soon be able to track it when out for delivery. No boots and no tracking number or delivery info appeared. So it seems dispatched does not actually mean your boots have been sent to a company for delivery after all? The word dysfunctional comes to mind about their IT ordering systems. Finally after a further try via copying in an email complaint with a charity that has a discount arrangement with them, I got a call from a Cotswold Customer Services Manager 20 May and the boots finally arrived 22 May.

Not surprised in the slightest to log on here and see the poor score and bad reviews! We were sold a faulty jacket worth over £300, took it back to store who had to send it to aftersales team for assessment, weeks went by with no response so we chased - 'logistical challenges' meant they hadnt yet received it, a month goes by and every email, call and live chat gets ignored or passed back to aftersales who never respond. They have clearly lost the jacket, it doesnt take this long to assess. I am out of pocket, am at the absolute end of my patience and just want a refund so I can buy elsewhere!