Cotswold Outdoor Reviews 

have now sent over 20 emails, and this has been going on for 14 weeks with no resolution. Initially slow, but now they have completely stopped responding altogether.

I have repeatedly asked them to provide the details needed to proceed with a small claims court application, including:

Their full registered company name
Their registered address for service
The correct email for legal correspondence

They have simply ignored these requests.

The level of service is shocking. No ownership, no accountability, and no communication. I am now left having to take legal action just to get a resolution.

Alen, who has been handling the case, has now also stopped responding entirely.

Genuinely one of the worst customer service experiences I have had. Avoid.

Purchased walking boots Merrell Mens Moab 3 however they developed a fault after 6 months, after 4 weeks with the returns department they have refused to replacing them leaving me with small claims court, I’ll update this with the results. In the mean time avoid this retailer !

Staff in harrogate store knowledgeable friendly and helpful. I needed a running shoe for physiotherapy. Tom W was excellent, helping me find a suitable choice and ordering on line when my size not in stock. Arrived free of delivery charge next working day

I’ve been waiting for a response to my return request for 10 days, I called up on the 9th of April with assurance it would be actioned on the 10th. I’m now on the 13th and have heard nothing back.

I have a charity run coming up so this is really going to affect me if I’m not able to wear them in beforehand

I would give this company 0 starts if was possible. Over three weeks ago I ordered a bouldering crash pad for them. The delivery was delayed (I was supposed to received it over two weeks ago) customer service told me at all times that I was getting my item it was just a bit delayed but it will arrive. No communication no emails nothing. I had to call again to find out the item is indeed out of stock and be offered a refund, after being waiting for so long. Bad service poor communication. Avoid at all cost !!

I had an absolutely awful experience at Cotswold Outdoor in Truro.

While my partner and I were looking at hiking insoles, a member of staff literally snatched the pair I was holding straight out of my hand and put them back on the shelf while I was still looking at them. Didn't approach and ask if we needed a hand with anything, no explanation, no courtesy, just completely rude behaviour.

I was then told I “couldn’t buy them” unless I brought in a pair of shoes to have them fitted properly. They’re insoles, not some kind of specialist equipment you need a degree in, and I’ve been hiking all my life. I don’t need to be talked down to or treated like I’m clueless.

The whole interaction came across as patronising, unnecessary, and honestly quite arrogant. Funny thing is we were going to purchase a pair each but basic respect for customers clearly isn’t a priority here so I won’t be stepping foot in this shop again

Poor service. I went in with my son to Snow & Rock Exeter and stood for about 20 minutes looking at hiking boots to try and get him some for his DofE expedition. There were 4 staff in the store on a Sunday afternoon, no other customers and not 1 member of staff could be bothered to come and ask if we needed help. Would rather take my customers elsewhere if they can’t be bothered to help customers when they clearly can’t try on the boots without getting the right size. Have had better service at sports direct!

Paid £225 for a new coat on 22nd March with next day delivery. Received a short email on 23rd March informing of a warehouse problem - then on 7th April a dispatch notification, however nothing has arrived.

My local store refused to help me cancel the order or provide an item from stock. Cotswold have ignored my emails requesting cancellation or further updates, and the telephone lines are both busy and only open weekdays.

Am now waiting for the credit card company to raise a charge back.

Having been a happy Cotswold customer for 15 years, will never use them again.

Brilliant customer service at Betws y coed store. Useful technical knowledge on rucksacks plus trying to find the best value option to meet or needs. Both members of staff friendly and helpful. Very happy with my purchase.

Update. 26 Feb took a pair of Lowa boots to see if they could be repaired. Sole coming away in left boot
Not asking for refund or replacement

They were inspected in the store and check. They will not send dirty or wet boots back for inspection. All good.

Reply. After constant chasing 25 days later.

Good afternoon, ( is my name not meant to be here ?)

We are emailing regarding the Lowa - Boot LOW Renegade Mid Gtx Women you returned to one of our stores. We are sorry that you have had cause to return this product.

The boots have been returned to us in a dirty condition(WET). We are unable to accept products in such conditions on hygiene and health and safety grounds.

As the boots have been returned in a dirty condition, we cannot conclude that there is a genuine manufacturing defect. We are therefore unable to offer a free-of-charge replacement or credit.

Please provide us with a suitable delivery address to return them to you.

Our apologies that we were unable to help you further on this occasion.
Kind Regards,

Alen
Aftersales Coordinator

My response ( it seems names aren’t required)

I totally disagree with this Statement.
The Gentleman at Cotswold outdoors inspected the boots and said they were ok to return and they were obviously faulty. They had been cleaned and were definitely not wet
As you have had them for over 3 weeks and every time I have asked for an update. I have been told they are being processed.
How could they have been wet ?
I will return to the store and get proof of the above facts
Please return them to the branch at Drotwich

The sole on the one boot had almost fallen off. Is this what you expect from you stock boots

Please be professional and supply your Full name

I will not let this drop

Alen reply. He still does know my name
24th March

Alen (Cotswold Outdoor)
24 Mar 2026, 10:00 GMT

Numerous responses sent back-and-forth and today 10april I have been to collected them
they were returned 10th April

Ok they never sent them to lowa . And have returned them 6 weeks !!!! Later

They are now wet, sorry (WET) There is now a ridge across the toes of the left as if they have been force up They are now unwearable. Beyond repair.

It seems Cotswolds outdoors has solved the problem of water shortage.
They were according to CO sent Wet. Untrue But
They have managed to keep a pair of boots wet for six weeks.
I have tried to paste photos but unable to at this point

I ordered running shoes online from Runners Need, a sister firm. The shoes obviously were used when they arrived. I had to visit their shop to return. However, the substantial online delivery charge wasn't refunded, which they should have, as it was their fault.

Plus, my cost to go to their shop and 2 hours spent in the process.

Avoid ordering online from them.

Well, Cots Islington, was my first sports ware shop I shopped at; way back in 2025. I needed to purchase basic items for my very first walk, with my Rambler Walking group.
Now, what did I like about the store?
Freedom to look for goods without staff interference.
If, I needed help, I asked for it. And, got it.
Every store has a culture, a unwritten language.
One needs to understand this; Respect it.
And interact with it. To get the best outcome/shopping experience.

Stores, thank the heavens, are not Robotic.

On the subject of goods I bought in Store:

Walking Boots: SCARPA
First Class. Top Draw.

PASSENGER JACKET
Very good quality & discounted by 50%
An excellent buy.

BRIDGEDALE:MERINO HIKER SOCKS
Keeps my feet warm. I have several pairs.

STAINLESS STEEL WATERBOTTLE/FLASK
Very good buy.

This week, April 2026, I visited the store to
pick up my walking shoes bought Online: SCARPA.

Scarpa, are a joy to walk in. First Class. Top Draw.

So, there you have it!
Shoppers do your research first. Understand and respect the culture of the shop. Importantly, before
you make the purchase, know the policy/procedure
language of the Company. It's your duty to familiarize
yourself with such details. Don't expect to be mouth fed!

One can only assume by looking at the financial statements and my experience where they took over 6 weeks to issue me a refund for returned goods that they are in a poor cash flow position and need to keep hold of customer money to pay liabilities. Avoid! The communication was really poor and it felt like they were deliberately moving slowly to keep hold of the money for longer. Used to love this retailer but will never use them again now. Be very careful spending money with them as they will try not to refund you unless you raise a formal complaint.

Shocking. Placed two orders from Snow & Rock website within a week. Both offered next day delivery, neither arrived on time. Received a email for both the day after order was placed saying parcel delayed. This second parcel is the worst though. I placed the order on 1/4 for next day delivery. Received an email yesterday saying my Cotswold Outdoors parcel was out for delivery with a time slot. Later received an email saying delayed again. Received an email today (9/4) saying parcel will be delivered between 951am & 8pm, a massive time slot for someone to wait in. Live tracking was available this morning, but has since gone off line, so no idea whereabouts on the schedule my parcel is.

Aiden and colleagues at the Covent Garden branch were super helpful and knowledgable. So grateful for their expertise and patience when kitting out my daughter for silver Duke of Edinburgh. Great choice of boots and backpacks too.

Was let down by one of their competitors for a gift card for a 40th birthday so needed an alternative quick. Bought a physical gift card from Cotswold outdoor with next day delivery. The next day, I received an email saying it had been delayed with no further communication. I asked them on live chat to cancel my order as it would be too late to receive it for the birthday. They said they couldn't cancel it (even though it hasn't shipped) because it's processing. I'm so frustrated. I need a present for the birthday but am stuck. It's so disappointing. I only bought from them as it said next day delivery.

The staff and service in store is second to none …really professional helpful and supportive.BUT online delivery is atrocious. The courier requires a signature and will not deliver without one and cannot give you timed delivery slot either. I asked in advance if I could leave safe place instructions and was told I could leave this with the courier…but not so. So very disappointed and on account of this will not order from them online again

I tried to use the store in Bath this morning but I was hardly strong enough to push the door open. I couldn’t see anyone in side to help me so I left because I know if the door is so heavy to push open I have no chance of pulling it open from the inside to get out.

Waited and waited and waited at Rushden Lakes store . 1 member of staff for a whole store?????

Ordered some walking boots for my wife's birthday and received a pair that were clearly an unwanted return. They had been laced and worn, labels removed and the original packaging just stuffed back in. I rang to arrange a return (didn't feel I should pay the returns fee) and was promised a refund. Item returned promptly but it has been a week so far and no notification of my refund or a reply to my email requesting an update.