Drew Wylie sourced just what I needed and notified me when it was available to order. If he doesn't have what you're looking for just ask and hell do his best to get it for you. I'd highly recommen... See more
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Great service! Thanks ever so much to Drew for taking the time to talk through my purchase on the phone and provide really helpful and insightful advice. Great to talk to someone who's clearly really... See more
Company replied
Ignored emails, terrible the worse I have come across and none have ever been as bad, this ends it with online retailers, from now only click and collect from stores with their own collection point... See more
Company replied
Super easy to order what I was looking for and having plenty in stock. It felt personal to me and the family run business really appreciate your custom no matter how big or small. Everything felt pers... See more
Company details
Written by the company
whether you are Wild Camping, Bushcrafting, Hiking or practicing Outdoor Survival. We have all the gear you will ever need to keep you warm, dry and prepared to face the elements or challenges ahead. We do not just sell products we use them every week ourselves regardless of the weather...
Contact info
KY8 4FX, Thornton, Fife, United Kingdom
- 07566216472
- info@wyliesoutdoorworld.com
- wyliesoutdoorworld.com
4.5
Excellent
857 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Great communication
Great communication. Advised there might be a slight delay in delivery but items arrived very punctiliously. Well packed and great service. Owner obviously working hard to build up business and customer relations. Would definitely use again.
September 5, 2024
Unprompted review
AVOID
I tried to purchase a new pair of Keela trousers from this place and after paying £5.99 for the ONLY delivery option of next day delivery on the 15th August still hadn’t received my order by 24th August. Drew was emailed to ask where the order was as over 3 working days after ordered and DPD tracking still stated they hadn’t received the parcel. Drew was rude and arrogant towards me, and he told me after I had chased up his empty promises that I was annoying him, his actual words! I’ve never known a company like it, and I buy from a lot of places. Poor bloke is really struggling to keep up with his orders all alone apparently and expects you to feel sorry for him despite the fact that he is offering the services and products he cannot fulfil. Further to that the next day delivery is not what he purchased in my case, screenshots to prove he purchased standard delivery with an estimated delivery 3-5 days after the postage was purchased, however the parcel was never picked up. He thinks stating that he has a two working day turn around is acceptable to then charge customers for the next day delivery even though he isn’t offering that service. Reported to trading standards. Should have and wish I’d have read the online reviews before that state this sort of thing already. I’ve now learnt my lesson and bought direct from Keela. After being told my trousers had been posted numerous times and I advised him I had reported him to trading standards and miraculously he refunded me in full. If that’s not proof he hadn’t posted the product I don’t know what is!
**Further to this, after posting this review originally (which I am entitled to do) Drew has sent me a further emails (3 even though I’ve asked him politely not to) threatening to sue me for having these opinions of my experience, making threats to cause me loss of money and time because “he has the money to do it”. At the end of the day I ordered a product on the 15th and by the 24th (a lot longer than 2 working days later) I had still not received my order I am entitled to be upset and leave an honest review of my experience. I apparently pestered the guy however he knows this is not correct and my emails reflect that despite what he wants to say. I was polite and he didn’t even give an apology.
August 24, 2024
Unprompted review
Reply from Wylies Outdoor World
Here is the facts of the matter,
every page of your website states we have a two-day dispatch time, and use a next working day service. If this is not suitable for you, no one here will twist your arm. That's not a "scam" We are not struggling to dispatch orders. This order was dispatched well before it was due to be. A point Lauren left out of her review.
we are always closed on weekends. But, I will help you if I can!
any postal-related queries cannot normally be addressed over the weekends, both ourselves and DPD Business customer services are closed.
Lauren has been emailing us all weekend about her order, she disregarded the shipping info and feels she is entitled to complain, and rather than accepting she disregarded the info on our website. in Laurens's opinion, it's a "Scam" Admittedly, It wasn't collected by the courier, but once this came to light it was resolved within a day. I have responded to each of her emails outside of office hours when it was not due for delivery until Monday/Tuesday.
Lauren chose to disregard this and to escalate the matter beyond reason, becoming overly entitled, very liberal with the facts to suit her perspective, dismissive of any facts to the contrary, and later became quite personal, and immature in her emails.
As owner of Wylie's Outdoor World, I have a zero-tolerance policy for this kind of nonsense. This is quite different from having poor-quality customer service.
If there is an issue, we will address it personally, even if it's in my own time, and we are good at it! we have been in business for a long time, because of our customer service, which is reflected as a factor in our positive reviews. We are unable to control how someone else conducts themselves regrettably. But we can choose not to serve someone if I feel it's warranted. In these cases, a negative review containing the narratives "poor service" and "poor customer service" is sure to follow.
We are a small, specialist outdoor retailer, who appreciates our customers, and every order we receive. I am passionate, and dedicated. Every customer's satisfaction is my priority...
If any customer, demands the unrealistic, becomes aggressive, acts over-entitled, or attempts to hold us to ransom by negative reviews, I reserve the right to cancel the order.
Lauren pestered me all weekend, knowing we were closed for the weekend. Despite my best efforts to be responsive on my own time, and proactively address her issue from Friday evening to Sunday afternoon. By that stage, my patience was exhausted and I chose to cancel her order and collect her item from DPD.
I have been in the outdoor industry for almost 20 years now. I choose to be the sole contact for all our customers. No Matter how large we grow. I can offer sound advice, and product recommendations from my own experience, I test the things we sell by purchasing them, with my own money and I can resolve any issues quickly, with no fuss because I have the authority to do so. I will remember you because I took your order, answered your email, or your calls, packed up your order, and ensured it was delivered safely.
If that level of customer service, and dedication is unsatisfactory,
is it possible that your self-entitlement, and how you have chosen to conduct yourself may have been a contributing factor concerning the friction you have experienced in this particular case?
Lauren has edited her review 3 times, and each time she has distorted the facts further.
My original response covers the facts,
Great item and superb customer service
Great item and superb customer service. Well done and many thanks.
August 21, 2024
Unprompted review
Very responsive owner
Owner contacted me almost immediately about an issue with one of the items I ordered. Apologized for the inconvenience, and issued a refund right away. The rest of the order came through very quick and in perfect condition.
August 17, 2024
Unprompted review
good jacket,fits well
August 15, 2024
Unprompted review
Reply from Wylies Outdoor World
Thanks for taking the time to leave us a review Mark. We really apprechiate it!
An ace company dedicated to customer satisfaction
Having decided on the particular brand of jackets that I wanted, a google search led me to Wylies where, happily, their sale was on. Sadly, I couldn't see the sizes/colours needed, so emailed querying whether they might be in stock, or could be obtained, at what price and how quickly. Although closed for holidays, Drew, the owner, emailed me back almost immediately with options and offers of guidance regarding sizing. Brilliant!
So, 29th July I place an online order for one jacket (not in stock at the time) which then arrives on my doorstep on Friday 2nd August.
I call that an absolutely ace and very personal service from a company that obviously cares about customer satisfaction.
August 2, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Excellent small independent retailer.
July 18, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
First class service
First class service. Thank you for a quick and painless service and experience.
July 22, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Great product and a really good price.
July 25, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Excellent service
Excellent service, quick delivery, and my product was first class. Thanks.
July 8, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Avoid at all costs
I believe in trying to support small businesses, sadly this company doesn't believe in customer service. The first order I made was for a stock item I was very keen to get, I got a phone call almost immediately telling me it isn't in stock and won't be so offered am alternative. I questioned this as the item was showing as available in stock on the website. Engrossing I took a refund.
I placed a second order of 'in stock" products to be told a week later that the items aren't in stock. Goes on to explain it will be in stock before I need it so I accept this. Now bey close to my trip date I chase the item for nearly a week. I hear nothing back so lane a negative Facebook review. This results in a message explaining that they won't serve me and will refund me even though the stock is now available. Avoid this company at all costs
July 5, 2024
Unprompted review
Reply from Wylies Outdoor World
What Anthony neglects to mention is Owner of Wylie's Outdoor World "Drew" has had some health problems this year. Working alone means in events where he has needed to go to hospital there is no one to take the reigns. We restock ourselves bi-daily on average. a short stay in hospital for a couple of days at the time of Anthonys' order had disrupted our stock flow.
Drew spoke to Anthony on the phone, apologized and they agreed that they would arrive in time for an upcoming trip.
Drew got the stock ordered, Drew went back to the hospital unexpectedly between the 3 and the 5th for an emergency operation. While still in the hospital, recovering from his operation, Drew contacted every customer, one by one who had contacted him between those dates to apologise for the lack of responce, and to inform them all orders would be resolved or dispatched before Monday the 8th. (the first day we were open after that weekend)
Anthony, after accepting the turnaround time jumped the gun a bit when he didn't get a response for 2 days and left a couple of scornful reviews, and some social media posts that were defamatory in nature. Drew contacted Anthony to apologize, and explain, Anthony was unwilling to accept this apology and did take things a little too far to accept as "understandable customer frustration" he threatened further negative reviews.
It is our policy to cancel the orders of abusive, or threatening customers, so we regrettably informed Anthony we would cancel his order when we open again.
Anthony then spent his Friday night to the early hours of Saturday morning sharing a less-than-accurate account on every review platform he could find.
He was understandably concerned, we apologized, and tried to show that he was a priority by communicating while still in the hospital. He was not happy with that, he was even less happy when we canceled his order, and even more so when Drew refused to go into the office over the weekend (when we are always closed) while still recovering from an operation to refund his money until opening on Monday, largely due to Anthony's Actions by this stage, otherwise, Drew would have.
Anthony's order would have been dispatched on Monday the 8th, to arrive with him on the 9th in ample time of the guaranteed resolution we initially gave.
We don't like refusing service to anyone, that is a final action reserved for the few customers who despite our best efforts insist on escalating things to an unacceptable level.
If you have a problem, if it is our responsibility or not we will do our best to resolve it for you. On this occasion, it was our responsibility, it was unavoidable. However, it was our responsibility so we did everything we reasonably could to appease Anthony, in the end, we decided not to take any more nonsense from him.
Wrong item delivered
Wrong item delivered. No reply to multiple emails requesting it to be returned.
January 28, 2024
Reply from Wylies Outdoor World
Owen placed his order on the 10 of January 2024. Containing a bladed tool that requires age verification...Bladed tools that have been used are also non returnable items, as stated in our returns policy.
Our website clarifies that we will not "hold" stock for pending age verifications.
Own submitted his age verification on the 28th of January 2024, 18 days after his purchase date.
By then we had sold out of the sheath colour for an army knife, and substituted for one we did have.
if Owen had read the info on the product page, and all other info on the website, completed his age verification immediately after purchase, as the website instructs he would have received his item a couple of days later.
He attempted to return it sometime later on the grounds it was "used"
This Keela Talus jacket looks top notch
June 1, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Great company and great service many…
Great company and great service many thanks
June 10, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Product was well detailed and arrived early.
Fantastic service. Product arrived early and was just as described.
I bought the product from Wylies rather than the manufacture’s website because there was more detail about the product on Wylies’ website which was useful and gave me the confidence that I was buying the right one.
June 7, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
Tactical boots
Got some tactical boots and other equipment, fantastic communication regarding order and very knowledgeable and helpful ! My go to website for future kit. Superb !!
April 27, 2024
Unprompted review
Reply from Wylies Outdoor World
Thank you for the review! Glad I was able to help you, Drew
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