Hawkshead Reviews 59

This review is for the lady that runs the Hawkshead store in Alexandria, Loch Lomond.

I don’t think I have ever encountered such considerate and professional customer service. She is a superstar.

I don’t know anything about the on line service, but this store is first rate.

These clowns sent my order to my suburb in Australia with my name on it. No full address or tracking number, how I'm I suppose to pick it up!?

Great price on the Jack Murphy coat i was looking for. Ordered it around lunchtime on Monday and it arrived the very next day via royal mail. Couldn't be happier, many thanks and merry Christmas folks!

when we arrived all staff ere very helpful (carrying cases, tour of room etc) however during the evening of 29 the toilet stopped flushing and was reported on 1 Dec at breakfast time. We left for the day and put the 'clean our room tag' on the door. we returned late pm to find the toilet still didn't work and a bucket at the side of the toilet to use to flush it. An attempt had been made to clean the room, beds were made however the rubbish from the bin was on the dressing table and there was no new milk. The milk in the flask had curdled. on 2nd the toilet was repaired however again no one came to clean the room. During the weekend it snowed heavily and we were concerned we would be unable to get home. There was no help what so ever from the staff. The streets were full of snow and i was offered no help to take cases to the car for me and mum (mum is 85) !!!! The staff were more bothered about getting us out so the rooms could be ready for incoming guests. It would be interesting to know how many arrived or cancelled.
I understand its challenging to run a hotel, however they must remember people save for their holidays and expect a good experience, not just only when they arrive but also during their stay. We are still your guest right up to the time we leave your establishment, not when you decide you've done enough

Bus trip was nice. Not enough to see once here. Poorly signed for walks. Bus delayed by 2 hours but no note to say so. Surely a hand written note by driver would have helped many angry passengers plan their time instead of waiting at bus stop. Then potter gallery closed for renovation! Wow not good. Feel taken for granted as a tourist and won’t be back or recommend.

Rip off from the start £4 to park for one hour, then have the Gaul to charge 50 p to get in the toilet. The shops are poor nothing you cannot get elsewhere without the rip off charges. The place is just geared up to get money out of tourist shameless rip off place no character in the place, tourist hell.

Ordered a Barbour gilet from this business , no messing about, rapid delivery and great service . Thank you to this business .

Great store, plenty of choice and the staff were soooooo helpful - well done and many thanks!!

Visited the place Hawkeshead looking forward to shopping in the Hawkeshead store there. So disappointed. Very limited selection and no full zip fleeces with zip pockets under £50 and even then not much choice.

Disappointed to see they don't provide an email address. You can only contact them via their website messaging service. So you can't actually keep a record of what was said.

No wonder their online service is closing down.

Ordered 3 fleeces, 1 regatta and 2 dare2be, sizing unfortunately was tiny, however the quality and price was very good, ordered xxl and xl, gave them away to much smaller people.

Not only do you have to pay to return items ordered online, but you have to wait a week for them to let you know they’ve received the return, and a further 10 days for the refund! Yet to find out if the refund includes the original postage cost. I won’t be buying from them again.

Order several items on 04/07 and received despatch email on 07/07 - still awaiting delivery as of 14/07.

Have sent two emails - both unanswered. Finally got someone on live chat this evening, who advised me Hermes are having tracking issues and gave no further information. Despite tracking issues I should have had my parcel over a week ago.

Agent then disconnected from me and I am no wiser as to if or when I will receive my order! Looks like I’ll have to raise a chargeback dispute with my card provider.

Avoid at all costs - customer care is zero.

Mostly my own personal experience here has been online ordering over the years. First off I was a mail order catalogue customer prior to that. Always liked their range. Especially well made clothing lines like the multi pocket outdoors vests.

Awful checkout process, keeps telling me I haven't selected a checkout method, doesn't work on mobile etc. They should really invest in some good qa.
Lost my sale because of it.

Have sent an email via their website as I have faulty items and need to speak with someone. Apparently there is no one to speak too and all correspondence has to be via email.
A reply came back saying someone will be in touch within 24 hours. Well it is now 72 hours later and no contact from Hawkshead.
Have tried to elevate to Head of Customer Services via their website and the email address has been deactivated.
It is not good enough. Yes we are in lockdown but there are other companies still able to offer a person to speak with and faster response times.

Trying to do the right thing I thought I would support the smaller business rather than order through Amazon where the item was the same price. Too small when arrived. Arranged for return which cost 3 pounds postage which is fair enough as it's in the t&cs but 12 days later there has been no further update. The hermes tracking broke. Hawkshead are on a 4 day turnaround just to respond to an email to their customer service desk. Tbe email I sent to their head of customer services link was returned as the address was invalid. Very amateur even taking into account the covid issues. Cant believes I'm saying this but I should have ordered from amazon. Just want my shoes or a refund. Order 30030382. Funnily enough this review got a reply within the hour. Refund arranged although I was after the correct size not a refund as I put on the slip within the return. Another disappointment

I returned a pair of trousers weeks ago and have been repeatedly asking when i will receive the replacement pair, no response from customer services apart from acknowledging my email. I have had an email saying they have received my return but nothing since, despite numerous requests for info. Thus i have resorted to venting my displeasure here and wondering if they are still afloat???.

Ignore your emails and don't refund your money even though they acknowledge your return on the 22nd Dec 20 and say you will be refunded in 2 days. Rubbish.

DISGUSTING in this day and age, during lockdown especially, that you have to pay £3 for returns.
Will not be using again.