Cotswold Outdoor Reviews 

IF I COULD GIVE 0 STARS I WOULD. SHOCKING CUSTOMER SERVICE OR RATHER NO CUSTOMER SERVICE.
EACH DELIVERY NEVER ON TIME, WAITING OR JACKET NO.4 AND NO.5 AND STILL NO ANSWER TO EMAILS.

DO NOT TOUCH COTSWOLD OUTDOOR OR SNOW & ROCK. VERY VERY CLEAR THEY ARE SISTER COMPANIES.

Terrible experience.I placed an order and with no reason what's whether they cancelled it.And I know they will respond with whatever reason they have.However, this is not good.Not significant.More reason I will never shop here ever again

I was looking for a,light raincoat for my holiday. There was a wide range available. I found just what I was looking for. The sales assistant gave me lots of good advice.

my order (worth over £300) was lost by evri. evri were very helpful and contacted cotswold outdoor, who apparently said they’d be in touch with me. 2 emails and one ridiculous phone queue later, i have still had no contact with cotswold outdoor. i have no order and no money!

Utterly dreadful company. Sent me the completely wrong running shoes (wrong brand, wrong size), I then had to chase them several times about organising the return via post of the wrong item and getting the correct item sent to me. I then find out that I have to pay delivery costs and packaging for their mistake and organise my own refund and then re-order the item I was supposed to be sent (presumably for the same thing to happen again). Will never use this company ever again! Utterly hopeless.

Ordered an item from Cotswold Outdoor and unfortunately had a very poor delivery and customer service experience.

The courier (Evri) failed delivery multiple times, and the tracking information was inconsistent and confusing throughout the process.

I had to follow up several times myself to confirm that the parcel was being returned. The live chat system was unreliable – it was difficult to connect to an agent and responses were inconsistent.

Eventually, the item was returned to their warehouse and the refund was processed, but only after I actively chased the case.

Overall, the issue was resolved, but the process was unnecessarily slow and required too much effort from the customer. I would strongly suggest they improve their choice of courier and customer service responsiveness.

Still waiting for refund for item returned back to company 31/3/26. Unable to get through on phone and 3 emails ignored and appears chargeback via CC is only option to obtain nearly £400 refund. Won't use again

I booked an appointment for a Gait Analysis at my local Salisbury Cotswold Outdoors (I didn’t even know they did this, so was a bonus when I saw an appointment the following morning). I’d recently got back into running, so felt like this was a necessity.
I arrived and Brandon was helping two other customers, but was quick to find alternative support for them, as he wanted to be able to give his full attention to my appointment. You don’t often find that customer service anymore!!
He couldn’t have been more helpful throughout my appointment. He was so knowledge which you could tell wasn’t just learnt from a training course, but he was actually passionate for running and able to advise me accordingly. Explaining all parts of the gait analysis thoroughly both how it works and the results.
I wanted to make sure I got the right shoes for me and I’m so glad I didn’t buy offline like I was going to do the day before because firstly I’d have got the complete wrong size and secondly I wouldn’t have found the right shoes for me either. I was looking for a hybrid road to trail shoe as I already have road shoes, but he was even able to advise me on my road shoes as I’d bought them to the appointment.
He couldn’t have been more helpful if he tried, he spent near on an hour with me, nothing was too much trouble even after asking so many questions and trying on multiple pairs of shoes in different sizes and styles. Even offered to order in different sizes for me to ensure I got the best for me.
I walked away with a pair of Hoka Challenger 8’s as they’re the shoes that felt best (my road shoes are also Hoka) but tried on New Balance, Brooks and other Hoka’s.
I’ll definitely be back to Cotswold Outdoors for future running kit because Brandon really restored my faith in in-store shopping, so thank you!! He’s a real asset to the store in Salisbury.

I purchased a pair of Scarpa GTX boots in November 2025, the most comfortable boots I have had. A lace cleat broke recently and I took the boots back to the Cotswold Reading branch where they were exchanged immediately, no quibbles. Whilst there I bought a Gore Tex shell jacket as I prefer to buy in store rather than online in case of problems.

So 3 weeks later still no order. Sent two emails a week apart no reply to either.
Unless it’s in store DONT order. Terrible service phone never answered.

I was gifted the Icebreaker Unisex Sierra fleece gloves for Christmas. Worn 3 times and noted holes in the seam of one glove. Contacted customer service 24 Feb. Returned gloves 26 Feb for 'manufacturer assessment'. No offer of a replacement despite sending photos of holes.
Chased customer service for a update twice - no reply to emails. Eventually spoke to customer service and advised could take up to 6 weeks....Finally received offer of exchange on 15 April. Terrible customer service.

Ordered a pair of walking shoes from Cotswold Outdoors online. The delivery was arranged with DHL Ecommerce but did not arrive (could not access property!!). Spoke to a Cotswold advisor who promised to get an update from DHL and ring me back. The call back did not happen and Cotswold have not answered the phone on numerous attempts to recontact them. Emailed their customer services and got no reply. Have since contacted my credit card company who have kindly provided a full refund. Very poor customer services from Cotswold Outdoors and woeful service and blatant lies from DHL Commerce.

Really bad customer service. Im still waiting after a week for a next day delivery. I ordered things for a trip and now im going to have to get kit from some where else as im out of time now. No replies to emails and no answer on the phone. This used to be a decent company but I will not be using them again. Im now dreading trying to get a refund on my order after reading other reviews and the poor customer service so far.

Popped in store to ask about a suitcase, they didn't have it in stock but were really helpful and said I could get next day delivery to my house - this was 1 week ago. The first delivery didn't materialise and it was apparently because Evri had damaged it. After initially saying that I would have to wait until it was returned to get a refund (er, why? I didn't damage it and I still want the item) they sent a replacement. I haven't received the replacement, this time it is too big for Evri and I have no idea where it is. I have been waiting on the 'chat bot' for an hour and there is no indication of wait time. I have also requested a callback - nothing yet. Come on Cotswold, you can do better, you are doing a disservice to your staff in store who are very helpful and you aren't delivering on your promise. If you can't do next day delivery then don't offer it to customers. And make sure your chatbot is clearer about wait times, I have no idea whether anyone is going to pick up my query or not, in the meantime you've had my money for a week and I don't have the item (which I can only get from you and is for a fast approaching holiday).

I walk reasonably long distances and my little toes get a pasting in my otherwise wonderful Scarpa boots. So I went to Cotswold to ask about wide toe boxes. The footwear specialist really knew his stuff and was able to recommend a Salomon boot, a half size larger than I usually wear, and some lacing techniques, which feel like they'll really make a difference (early days yet). After getting a discount for NT membership, the price was competitive. I could have saved a bit more by going to the cheapest online, but we must all be prepared to pay for real, intelligent, customer care (that AI cannot imitate) otherwise it will disappear. Sadly, I didn't ask his name, but seriously thank you - you know who you are.

Fantastic store Michael and Hannah was a very good assistance. I would recommend body to buy from this store. The customer service is excellent and the after-care is excellent. ⭐️⭐️⭐️⭐️⭐️

The instore experience is good, but do not order from Cotswold Outdoor online. The first time I ordered from them, the order simply never arrived. I received a series of emails that it was delayed. And then they stopped. But no items and no refund. Fool that I am, I tried another order. And now same thing. They take your money and then simply disappear.

Over a week since first contacting them about an issue with a pair of Brooks shoes and total radio silence.

Unforgivable in this day and age when you spend the amount of money we are talking about.

Whilst I got good service in-store the main service is terrible. Was told next day delivery with an email also saying next day delivery expected, no delivery next day or tracking information. Live chat doesn't work and was waiting over 15 minutes on the phone to the service centre which sounds like it's in India. Delivery time was actually 3 days and no next day that I was told.

Delivery Order over a week late. No tracking number and daily phone calls to
The company give me no answers when/if I will ever get my order.