edinburghoutdoorwear.com Reviews 6

I was looking for a Long Waxed Coat online and found this company. They had just what I wanted. I orded the coat and some reproofing wax.
ordering and checkout was very easy.
I have problems getting parcels. So I emailed to check on the order and was emailed very quickly to let me know that it had been posted.
Great coat, Great service & Great price

BEWARE, Bought a wax jacket 3 weeks ago, described as fully waterproof, definitely is not, customer service appalling, wish i had read reviews before purchasing, wouldnt go anywhere near this company, complete con and disregard to customers. STEER CLEAR.

Advertised item they didn’t have. Shouldn’t have allowed their site to accept payment for an item not available. Poor service. Won’t consider this company again

Ordered the wrong size trousers, spoke to Paul about exchanging for the correct size. Got the trousers back a couple of days later. Superb trousers (the Percusion ones) great fit, comfy and look great, would recomend them without hesitation.

The guy that runs it is a joke, I bought a jacket and trousers from him, I had to pay postage to return a faulty pair of trousers, then he sent me the wrong trousers back, when I told him about the wrong trousers, he replied with, that’s what I had in stock, the others would take a long time, I looked on line and other company’s where selling the trousers he sent me for £10 less, I contacted him about this and he said, well you got a good deal on the jacket, and I should be grateful, and if I’m not happy I could pay to send the trousers back for a refund, and he’s stopped responding to messages, as I said he’s a joke and should be avoided.

First of all, I don't recommend them at all. Here are some bulletpoints:
1. customer service bad communication: they take a lot of time to respond, sometimes they will flat out ignore you, and I had to send multiple follow-up messages just to get a response
2. they won't send you the correct item: self-explanatory. They sent me the wrong item
3. bad customer service: they don't really care, as long as you gave them your money. I will offer more details on this below, but basically they won't help you at all.
4. unprofessional: just the way they conduct business and customer service is unprofessional. They put in 0 effort to help me, or to resolve the issue. Extremely strong 'I've got mine, s*d off mate' vibes. Not how you keep customers.
I placed an order with them, which contained 2 pants. I only received 1. But bonus, they didn't even send me the right item. Contacting them was a nightmare, as stated above took a long time to respond, sometimes multiple follow-ups necessary just for them to notice me.
Anyhow, they claimed they sent both items, they claim they have the proof but I haven't seen it yet. I didn't accuse them of anything, I don't have a reason to doubt them(but to be fair, they haven't given me a strong reason so far to trust them either). They suggested I open a claim with Royal Mail, even going as far as suggesting 'they probably helped themselves to one pair'. It's not unimaginable.
The issue is, their attitude. At first, I've been told since X amount of days passed since delivery, there are slim chances Royal Mail will do anything. Also it took me criticising their inaction for them to finally send me a link to Royal Mail's claim form. They should've done that from the beginning. This is exactly what I mean by garbage customer service, you practically have to beg them.
All is well, claim with Royal Mail filed. They get back to me and let me know that the expeditor has to file a claim and provide certain details. Fine, I forward that email to Edinburgh Outdoor Wear customer service.
Now for the insulting part: 9 days have passed since I forwarded the email from Royal Mail to them, NO RESPONSE. I messaged them today, because I got used to the fact they won't reply unless you practically beg them. I received a response, and I will copy paste it here:

'Hi
Being honest with you I haven't done anything as we were away in Germany working .If we fill a claim in for the missing trouser as our system shows 2 pairs left these premises and the correct weight was issued.
Once they see this it will be your word against there's and you will need to show evidence that the bag was opened and a pair taken out and sealed up again when it would be less risky by someone just to take the full package so there is no trace of it .
I sent the same day another pair of sika trs size 43 to another customer and the weight is half so we are in the clear at our end'
Are you kidding me? So not only you refused to answer an email for 10 days about an issue that's important to one of your customers, you have the audacity to bring up such a pathetic and sad excuse 'wuz in Germany mate'. Are you kidding me right now? So what in the world were you doing in Germany, eating sausage, or working at Mcdonald's as your second job? No internet/electricity there? No one else running the customer service side of the e-store? We gonna shut down for 10 days so we can eat schnitzel in Bavaria!
But also notice that now they backpedaled with this pathetic speculative excuse 'well we can't file a claim because you will have to prove so and so and so blah blah blah'. All I can say this is b***s**t. First claims don't work like that, I was always asked to provide photos of the package, nothing more. Second off, it's not really your business what happens during the investigation. There's a chance it won't go my way, but what you're saying is that I should just shut up and eat the cost of the missing item, and you don't care since you're good on your end? Third, you suggested Royal Mail might be at fault and that I should file a claim, why are you backpedaling now? You made it clear you won't issue a refund/send a replacement, so now what are you doing? Obstructing Royal Mail's investigation by refusing to file a claim, and ignoring my messages. Absolutely pathetic and disgusting behavior.