Hawkshead Reviews 59

Craghoppers Tarun Hybrid Jacket - Black / Black

The jacket was a gift for my dad.
It looked great on and the sizing was true to size. The Tarun jacket is a lightweight thermal hybrid jacket. The black / black version on Hawkshead has a lovely internal red lining and was on offer at a great price.

Positive experience buying online from Hawkshead. A good choice of outdoor clothing on the website. No issues with ordering online. Speedy dispatch and delivery via Hermes.

Will return again and highly recommend Hawkshead!

First time buying a really nice pair of boots in store (£135) for a Christmas present, all seemed to fit ok. Started to wear at home and began to rub. Had worn them once outside on my gravel drive. Manager refused to refund them on the basis they had been worn outside. No exchange offered as no larger size and can’t exchange for a different shoe of equal price (not clear why??). No element of this or the refund conditions were advised on at the point of purchase or at any point during the sale. Emailed head office who did not help or offer an incentive in return so now I am left with a redundant and expensive Christmas present because of their refund policy that was not communicated. I wont be recommending to my Ramblers or camper friends.

Wish I’d read these reviews before I ordered, it would have saved me the bother. Returned a coat, received an email 3 weeks ago to say you have my returns and someone would be in touch within 2 days to arrange a refund, 3 weeks later iv heard nothing. Iv sent 2 emails to customer services, phoned but there’s no one to answer because of COVID. Iv sent a message through messenger but still nothing. Will Neva order again from these

I ordered a pair of walking trousers on the 27th August and paid extra to have quick delivery by Hermes. Unfortunately a week later they hadn’t arrived so I sent an email asking where they were. It took several days for a reply to come back and I was told that the item had been delivered to the wrong address and that they would contact Hermes and that I should hear back within 24-48 hours. Needless to say, after 3 days I hadn’t heard back so contacted them again, and it took several more days for them to respond to me with a vague response to say they were investigating. I’ve had enough now and just want a refund and emailed Hawkshead to say this. This was several days ago and I’ve had no response. I now have doubts that I am actually dealing with a legitimate business.

Feels like I've been scammed. Incredibly slow and poor customer service. Vague replies claiming they are not able to tell me when my item will be ready, despite it being 13 days since I ordered. Not reassuring at all. Won't ever be using the company again.

Really disappointed with this company. Placed an order with this company 2 weeks ago, at the time it stated 3-5 days delivery. The payment was then pending so I tried to contact their Customer services on 4 occasions but you never get a response. You receive an automated reply saying delivery is now 10-14 days and 4 days to reply to emails (they never do). I then received an email that my order has been dispatched but only 1 of the 3 items despite no communication and full payment being taken. Their communication and customer service has been appalling so far. Fingers crossed I eventually receive all my order - I am still waiting!

Update - items finally arrived in 2 separate deliveries on consecutive days. Products are good but customer service extremely disappointing. Sadly I would not use this company again!

If I could give no stars I would for Hawkshead. I wish I had read the trust pilot reviews before hand as I would not of bothered. I ordered a pair of ladies waterproof trousers on 23rd August 2020.still on 4th September haven't got them. Hermes said they tried to deliver them on 28th & 29th August 2020 this is not so as we were in all day both days. I contacted hermes they only have an automative system to b told there was a problem with my address.i have had 3 live chats with Hawkshead but to no satisfaction they tell me hermes are busy.i then asked for a full refund which they said they can't as they don't know what is happening at hermes as they haven't responded to hawkshead enquiries about my goods. I am going to contact consumer rights as I feel hawkshead are happy to take my money but are quite unsympathetic that nearly 2 weeks on I haven't had my goods and they are refusing to refund me which I don't think they can do.

Absolutely awful customer service with regard to their returns 'service'. Returned a faulty item via Hermes, that it went well but 17 days later and I still haven't had a refund. Contacted them via their on-line form and heard absolutely nothing back. Contacted them via e-mail and had a response from a gentleman at the Regatta Poland office that was in very broken English and very dismissive! I won't be buying from them again!

Not very impressed with the returns policy of this company £3 even if you take it to a Hermes collection point. This is not made very clear when making an order and the “customer service agents “ don’t seem to give a t!@s when you question it. Won’t be using this company again.

Clothing is good but v slow in refunding/ even slower in replacing, customer services reps do not even seem to know the process described on the website.

Initial discount applied retrospectively.
Ordered items and after paying realised I had not claimed the 10% discount offered via a code on the home page. Contacted the company and asked if this could be applied retrospectively. To my surprise this was not a problem. Initial e mail was answered by PAIGE.
Goods arrived today. Well wrapped and exactly as described.
I was advised to let the company know when goods arrived that I would be keeping them and then the discount would be added back to my card.
Overall excellent service from HAWKSHEAD. I have bought previously from the company and will do so again in the future. Many Thanks.

Ordered a replacement jacket the one I have at the moment is currently in extra large so ordered a extra large replacement when I received the jacket it looks like a small I couldn’t even put it on it was that Small, so ended up ordering a extra extra large which I received and fitted perfectly and then went to return the original jacket to be told nothing could be returned because of the coronavirus and they would notify me when the item could be returned. This did not happen I had to contact them to return the item and although I was advised I would not have to pay the £3 cost for returning the jacket as obviously the first one was mid-sized they would not except the return unless I paid for it. This was not what I was advised so had to pay and then have just had to chase up the return as it was not automatically sent to me. Very disappointed with this company as you should not have to pay for returns if the wrongly sized item is sent to you will not be using this company again.

I purchased a Norton half zip top early January 2020 about the same time I bought 3 other tops of a similar style
The other 3 Are very nice warm ,wash very well and do what they say on the tin !
All of these tops carry a “lifetime” guarantee
The top in question is a Norton half zip fleece after a few wears about 4 or 5 started showing signs of wear namely bobbling around the body the forearms and collar
If the top were a couple of years old you would expect this but this was 2 months and I estimate this had been worn about 96 hours
At the time I han not even washed the garment so I sent them an email and a phone call the phone call resulted in a gentleman telling me to wash the garment which may resolve the problem ........ of course it did not
So I then sent another email and the reply for this product with a life time guarantee was they were very sorry and would give me a 20% refund
Which quite frankly is insulting
Even if this did not have a lifetime guarantee I would expect a refund or Exchange for a similar item !
If you would like to buy disposable clothing or you like that worn bobbled aged look buy the Norton half zip top
The style and manufacture of the item is very good but the material used in the Words of Menzies Campbell is “Not fit for Purpose”
Happy to say that Paige in the customer services resolved the situation
A guarantee in the first year should stand please do not be fobbed off
I do think it silly the they have given a lifetime guarantee on a garment (but as I was only offered a 20% refund on a nearly new product don’t expect too much )
Eddie a disgruntled customer from Dunstable

Never ordered from this company before, and was not impressed. Ordered a jacket that was on sale, but when it arrived it was too large. So I ordered the same jacket in a different size, order went through, only to have an email sent the following day explaining that it was out of stock, and issuing me with a one off 10 percent voucher that could be used on any item of clothing as way of an apology for the inconvenience. So I ordered the same jacket but in a different colour, voucher code came up invalid, but still went ahead with the purchase. Now only to have another email sent the following day to say that this jacket is also out of stock, and another 10 percent voucher code for my inconvenience. I give up!

Ordered trousers and a jacket from hawkshead.com and both arrived in a reasonable timescale. My only bone of contention was the use of Hermes courier service to deliver the items, as per usual they couldn't find my address, then didn't leave a card to say they had attempted delivery.

It would be great if Hawkshead delivery company - Hermes - had managed to deliver my order, they failed on 2 occasions even though Amazon, Riverford, Appliance Online and the postman have no problems finding my address.
Hawkshead couldn't redirect my order, I have no idea why so, sad to say, I cannot order any of their lovely products direct from them with confidence, best avoided in my view.
Very hard to contact to find out why a problem has occurred and not much in the way redress offered. 20% off a future order, well, my sale goods were less and free 'express' delivery, which of course one would expect as a standard service.

A few weeks later... thanks for the reply and that is what you emailed to me before I posted this public review but I think you are missing the point, your courier(Hermes) can't be bothered to deliver to an address that is slightly too hard to find even when supplied with a contact mobile number. My wife has had the same issues with the same courier(Hermes) used by another firm. Come on Hawkshead make your delivery as good as your wares

I recently spent a few hundred pounds on outdoor gear from Hawkshead, spread over 2 separate orders. Years ago, I bought lots from them and found them good, but only looked at them again in December 2019.
Their sale prices were fair and coupled with discount codes, it was a reasonable deal.
On the second order they were unable to supply all the items. These things happen and I was not too annoyed.
However, when the refund came through, they had not refunded the correct amount.
Despite going back to customer services (Regatta seem to be involved - maybe they now own Hawkshead???), they refused to correct their refund error, claiming the item was discounted via the voucher code used. It was not, as the code was 'spend over £50, take £10 off'. I spent £100+, so the £18 item was paid in full, but only £16.xx... was refunded.
So, only pennies involved, but they are unlikely to get another £300+ purchase from me any time soon.

Great range, excellent delivery service - have been using Hawkshead for years. Never a problem with their clothing etc

goods first class as always-delivered promptly

I was looking for a jacket for weekend wear, I typed in hawkshead into Google pleased I did excellent choices of jackets with very good prices. I bought a jacket from them excellent service and very quick delivery. The jacket is perfect you just need a base layer and polo shirt under the jacket, warm and cosy, ideal for shopping trips or walks in countryside.good length.I will be looking at the Hawkshead for any more offers.