We are always very pleased with Outdoor Master’s quality products and exceptional customer service. We have been purchasing our ski equipment from this company for a few years now. On a recent order w... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The person I worked with at customer service was very kind and worked with me. Given I wanted a refund but was past the return policy timeframe, I was offered a replacement since I could not get th... See more
Company replied
I ordered some googles with an extra lens. The extra lens was shipped separate from the goggles and it took extra time for it to arrive. Both were is perfect shape when received and the quality appe... See more
Company replied
I purchased the pro goggles/Kelvin helmet bundle one size too big. I reached out to the returns department regarding an exchange for the proper size and let me tell you…The representative (Effy) was... See more
Company replied
Company details
- #24 of 33 best companies in Outdoor Sports Store
Written by the company
OutdoorMaster® believes that all of us deserve the opportunity to enjoy the joyful experience of participating in outdoor sports. As we were unhappy with the general situation of good outdoor gears costing way too much money, we now have our brand to bring cutting-edge technologies to mid-priced products. What's more, we had become, in 2021, one of the Official Supplier to the U.S. Ski Team named by The U.S. Ski and Snowboard Association (USSSA)
Contact info
600 W Terrace Dr, Suite A, 91773, San Dimas, United States
- +1 (626) 422-1196
- care@outdoormaster.com
- outdoormaster.com
4.2
Great
304 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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My son loves his new goggles
My son loves his new goggles. They were one of the few kids goggles that we could find with interchangeable lenses. Very easy to remove and replace different lenses.
February 6, 2025
Reply from OutdoorMaster
Hello Sean, thank you for the fantastic review! We're so happy to hear your son loves his new goggles and that the interchangeable lenses have worked so well for you.
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The amount of time it took for them to…
The amount of time it took for them to be delivered. 3 weeks!
January 28, 2025
Reply from OutdoorMaster
Hello Christy,
Thank you for your feedback.
We apologize for any inconvenience caused by the delay in processing your order. Since your order was placed during our public holiday, it may have experienced some delays. We truly regret any inconvenience this may have caused you.
We value your feedback and will strive to improve our services in the future. Thank you for your understanding and patience.
Thanks for your support.
Have a nice day!
Great company
Great company. Not only a good ski goggle but a all around goggle. Thanks for the quad racing sponsorship.
February 27, 2025
Reply from OutdoorMaster
Hello Jeremy, thank you for the amazing review! We're thrilled you love the goggles and appreciate your support. It’s our pleasure to sponsor quad racing, and we’re excited to be part of your journey! 🚀😎
Super product and great customer service
Purchased pair of pro snow goggles. Particularly like the ability to quickly swap lenses to cope with variable visibility conditions.
Had minor issue, but this was quickly and easily sorted out with an email to their Customer Services team
February 22, 2025
Reply from OutdoorMaster
Hello Sue, thank you for the great feedback! We're so glad you're enjoying the lens-swapping feature of your Pro Snow Goggles. We're also happy to hear that our Customer Service team was able to assist you quickly.
Reply from OutdoorMaster
Hello James, thank you so much for your kind words! We're thrilled you love the goggles.
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Great goggles at a great price
Bought some goggles for my son. The goggles arrived after a week. They are a fantastic piece of kit for the price and come with a lot for the price. They were really good on the slopes. Highly recommended.
January 28, 2025
Reply from OutdoorMaster
Hello Andy, we appreciate your feedback! So happy you’re enjoying your new goggles! 😎👍
Poor Customer Support
Poor Customer Support
Dear Outdoor Master Customer Support,
I am extremely disappointed with the level of customer service I have received regarding my recent order.
I ordered a ski jacket, which was shipped from China (which I have no issue with). However, the delivery status indicates "DELIVERED," yet I have not received my package.
I reached out to your team to report the missing package, and I was informed that the local logistics provider is USPS. However, I never received any notification from USPS regarding an incoming package.
Upon following up again, your team provided proof of delivery, which clearly shows that the local logistics provider delivered my package to the wrong address. Despite this, your response was to ask me to contact the logistics provider, STS, directly at 312-973-0324 during their business hours. Additionally, you suggested that if I cannot retrieve the package, I should request a stamped non-receipt certificate or a complaint proof from my local post office before you can proceed with further investigation.
At this point, it is highly likely that my package is lost for good. While I understand that the misdelivery was caused by the logistics provider and not Outdoor Master, I am extremely disappointed that your resolution is to place the burden on me, the customer, rather than offering a replacement or taking direct action on my behalf.
This is an unacceptable way to handle such issues, and I expect a fair resolution. I would appreciate a prompt response with a solution that does not require me to do all the legwork for a mistake that was not mine.
Looking forward to your prompt resolution.
February 26, 2025
Unprompted review
Reply from OutdoorMaster
Hello Kobe,
Thank you for reaching out and sharing your feedback.
We sincerely apologize for the inconvenience and frustration this situation has caused. We fully understand your concerns regarding the misdelivery, and we’re committed to resolving this issue as quickly and fairly as possible.
To help us look into this matter and offer you an appropriate solution, could you please provide the order number or any other relevant details? Once we have this information, we will be able to verify the shipping status and work on a suitable resolution.
We understand that this situation is far from ideal, and we truly appreciate your patience while we work to make things right. We look forward to resolving this promptly for you.
Thank you again for bringing this to our attention, and we will be in touch with a solution shortly.
ORDER NOT DELIVERED BUT PAID FOR!!!
I placed and paid £59.58 by PayPal for order number 145848 on 4th JANUARY 2025 and have received no order or communication since!!
The order was:
Savage Gear SGS4 Precision Lure Specialist 2.74m (7-35g) Rod x1
Fiiish Black Minnow Offshore Combo Pack x2
Fiiish Black Minnow Soft Body x2
Fiiish Black Minnow Silver Hooks x2
My email is paul&watsonfinancial.co.uk
Trustpilot will not allow email addresses on their site so the & should be @.
January 8, 2025
Unprompted review
Reply from OutdoorMaster
Hello Mr Paul,
Thank you for reaching out to us regarding your recent order. We apologize for any inconvenience you have experienced.
We have checked our records and unfortunately, we were unable to locate any order information under order number 145848. It is possible that there might have been a mix-up or a delay in the system.
To better assist you, could you please provide us with the email address associated with your order? This will help us to locate your order information more efficiently. Alternatively, if you have any other details about the order, such as the items you ordered or the payment method used, that would also be very helpful.
We take your concerns seriously and are committed to resolving this matter as quickly as possible. Your satisfaction is our top priority.
Thank you for your patience and understanding.
Product arrived damaged
Product arrived damaged. Customer service is virtually non-existent. I receive one email from them per 15 days and the emails were not even helpful. After 6 weeks (!!!) I resorted to disputing the charge with Paypal and moved on...
January 7, 2025
Unprompted review
Reply from OutdoorMaster
Hello Marios,
First and foremost, we sincerely apologize for the poor experience you've encountered. It's possible that the increased volume during the holiday season led to a backlog in shipping.
Due to the holiday season, the surge in orders and inquiries has unfortunately caused some delays. We have been actively communicating with you and following up on your package.
We completely respect your decision if you would like to return and get a refund for the helmet, the 805695 KELVIN 2 MIPS Ski Helmet. We are here to assist you with the process.
Looking forward to your further response.
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Great to work with and too amazing care…
Great to work with and too amazing care even after the sale. Would for sure buy again!
February 14, 2025
Reply from OutdoorMaster
Hello! Thank you so much for your kind words! We're thrilled to hear that you had a great experience with us, both before and after the sale. Your satisfaction is our top priority, and we truly appreciate your support.
I ordered goggles and were supposed to…
I ordered goggles and were supposed to be delivered in 6-7 days and I’ve been trying to contact them because it hasn’t even shipped yet but the phone number is someone’s personal phone and I emailed outdoor master support but iris just sent me a tracking number that said it was delivered way before I even ordered it, so today I tried messaging on a chat thing and guess who it is! Yup! Iris and I guess Monday through Friday isn’t actually the hours because supposedly nobody is in the office even though it says store hours are 9:00 to 5:00 Monday-Friday….. don’t order online from this place because you won’t get your order or money back…. Happy Valentine’s Day!!
February 14, 2025
Unprompted review
Reply from OutdoorMaster
Dear Customer,
We’re sorry to hear that you haven’t received your package. To help us assist you further, could you please provide your order number or a copy of your order receipt?
Once we have this information, we’ll be able to investigate the matter promptly and provide you with a resolution.
Thank you for your understanding, and we look forward to hearing from you soon.
Have a nice day!
Poor product, don’t honour returns
Goggles I ordered looked nothing like the picture. They were supposed to be mirrored but weren’t; the picture had been edited to suggest they were. They don’t honour their returns policy either which is really frustrating. You have to email for return details which is pretty poor in 2025 not to have a returns portal, but then they ignore you. I finally got a response but offering me a $12 refund to keep the goggles instead?! I’m in the UK and paid £45. They then said if I wanted a full refund to use the returns label in the box - but there wasn’t one. I’ve since seen loads of the googles for sale second hand and I think it’s because of this, no returns. Don’t waste your money.
February 13, 2025
Unprompted review
Reply from OutdoorMaster
Dear Customer,
Thank you for reaching out, and we're really sorry to hear that you're dissatisfied with the goggles you received.
We want to assure you that all of our products are brand new, and we make every effort to ensure that the images and descriptions accurately reflect the items we sell. However, we understand that it can be frustrating if the product you received doesn't meet your expectations.
If you'd like, please provide us with your order details so that we can further investigate the situation and assist you in resolving it. We’d like to ensure that we help you in the best way possible.
We sincerely apologize for any inconvenience caused and appreciate your understanding.
Have a nice day!
Good products and costumer service
Great sunglasses. I had a good experience with the customer service. Delivery can take some time.
January 26, 2025
Reply from OutdoorMaster
Hello! We’re so glad to hear you’re happy with your purchase and the service you received! It was a pleasure assisting you, and we appreciate you taking the time to share your positive experience.
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Is this a scam company ordered though…
Is this a scam company ordered though PayPal no order confirmation even though order went though money set aside by PayPal but not taken by the company?
I ordered a shark 2 pump.
February 11, 2025
Unprompted review
Reply from OutdoorMaster
Dear Customer,
Thank you for reaching out, and we’re sorry for any confusion caused regarding your order.
Please rest assured that all of our orders are processed with confirmation emails sent to the email address provided at checkout. If you haven’t received a confirmation, it could be due to the email being directed to your spam or junk folder, or perhaps there was a small issue with the email address provided during the order process.
Could you kindly provide us with your order details (such as the order number or the email used for the purchase)? This will help us investigate the issue and assist you further.
We look forward to resolving this for you and ensuring your order is processed smoothly.
Have a nice day!
DO NOT BUY from this place!!
DO NOT BUY from this place!!
I was treated rudely on the phone with a person named John. I asked for his supervisor or manager but instead of getting him he hung up on me. Then a Mike called back and took John’s side immediately and started to bully me accusing me of being rude and talked over me repeatedly. He never even asked what happened so to me that is a bully not a supervisor.
So both times I was contacted and spoken to harshly all because their helmets do not fit my head! Is this how you treat all your customers who have a return issue? This is just sad.
Neither one refused to help me and address the fact that I have been trying to get an authorization return from them for two weeks!!
I have sent multiple photos etc.
I get a finally “we will refund your money” but that came with a price of then shaming me from Mike on the way “I” spoke to his employee John. No apology nothing. What a hassle. I will not tolerate this behavior from anyone!
I will never ever shop at this store again.
Their customer for the first and last time!
February 10, 2025
Unprompted review
Reply from OutdoorMaster
Hello Tricia,
First and foremost, we want to sincerely apologize for the experience you had with our team. We truly regret that our customer service did not meet your expectations, and we understand your frustration. We’ve already escalated your feedback to the relevant team leader for review and improvement.
Regarding your order, we have not yet received the returned package, but we have processed your refund as a gesture of goodwill. We truly appreciate your understanding in this matter.
Thank you for sharing your feedback, and we hope to provide better service in the future.
They could not deliver the item, lost money
I bought a kids ski google with magnetic lens replacement and a spare lens/glass. After about a week they emailed me saying they ran out of the googles. I asked for a full refund but they only refunded me the googles and shipped the spare lens. I said the spare lens is literally useless if you can’t deliver me the frame for it but they would not refund me for it. This whole backwards and forwards took about a month, each time having to wait a few days for a response and getting a chat gpt friendly style reply but with no real solution. Just frustrating… they should not let you buy stuff on their website if they can’t deliver. I’m out by about 25 usd now with a spare lense that I have no use for…
January 15, 2025
Unprompted review
Reply from OutdoorMaster
Dear Arron,
Thank you for reaching out to us, and we sincerely apologize for the frustration you’ve experienced. We understand your concern and would like to help resolve the issue as quickly as possible.
Could you kindly provide us with your order details, including the order number and any other relevant information? This will allow us to look into your case and work towards a suitable solution.
We truly appreciate your patience, and we are committed to assisting you in resolving this matter.
Have a nice day!
Delayed, Ignored, and still no refund. WHAT A NIGHTMARE!
I ordered a helmet and paid for express shipping which was supposed to be 2-3 days. It ended up taking 5 days which prevented me from gifting it to a family member that was in town.
In trying to return it, they have given me the go around for over a month now. I supplied order numbers, even sent the item in and showed them proof of arrival. The customer service representative I am in contact with, "Iris" answers an email about once every 7-10 days on average. No refund has been processed. They do not pay return shipping and they do not refund for the original expedited shipping I paid for even though their slow processing time is what delayed the package. I could not find any place to leave a review on their direct site which leads me to believe many of the reviews they do have could be falsified or heavily filtered from sites like these. I probably will not get refunded but I figured everyone should be warned that this is not a professionally run business like a buyer may be expecting.
February 6, 2025
Unprompted review
Reply from OutdoorMaster
Hello Bill,
We sincerely apologize for the delayed response due to the public holiday. We understand that this may have caused some inconvenience, and we truly appreciate your patience.
Regarding your return, many of our customers kindly share their return tracking numbers with us, which helps us process the refunds promptly once the item is received. Please be assured that as soon as we receive your returned product, we will handle your refund immediately.
While the response time was affected by the holiday, we have been actively working on your case and ensuring everything is taken care of. We're pleased to inform you that your refund has already been processed.
We genuinely appreciate your understanding in this matter, and hope to continue serving you in the future.
Have a nice day!
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Nice looking products and great customer service.
I ordered goggles and a helmet from outdoor master, so far the goggles have not fogged up, and the helmet fits nicely, I did have to warranty the helmet due to a defect with the earmuff, the support was quick and helpful to resolve the issue, and the new helmet arrived in perfect condition!.
I would definitely order from outdoormaster again.
January 31, 2025
Unprompted review
Reply from OutdoorMaster
Thank you so much for sharing your experience with us! We're thrilled to hear that the goggles have been performing well and that the helmet fits nicely. We're also glad that our support team was able to quickly resolve the issue with the earmuff, and that your new helmet arrived in perfect condition.
Your positive feedback means a lot to us, and we're grateful for your continued support. We look forward to serving you again in the future!
Dealing with their support is such a…
Dealing with their support is such a HEADACHE. I would avoid this company just to avoid their support, trying to return my helmet has been annoying and I still have not gotten my refund & it has been 2 weeks.
February 5, 2025
Unprompted review
Reply from OutdoorMaster
Hello Citlalypop,
Thank you for reaching out to us, and we sincerely apologize for the frustration you’ve experienced. We understand your concern and would like to help resolve the issue as quickly as possible.
Could you kindly provide us with your order details, including the order number and any other relevant information? This will allow us to look into your case and work towards a suitable solution.
We truly appreciate your patience, and we are committed to assisting you in resolving this matter.
Have a nice day!
Order ski helmet on 27/1/25
Order ski helmet on 27/1/25. This was for a trip on 14/2/25. Did not account for the Chinese spring holiday so item would not arrive in time. Outdoor master gave a full refund when I discovered it would not be in time. Also free sunglasses for my troubles. Brilliant company customer services 👏👌
February 4, 2025
Unprompted review
Reply from OutdoorMaster
Hello Oliver,
We sincerely apologize for the delay in responding and the shipping delay caused by the public holiday. We understand how frustrating this situation must have been, and we deeply regret the inconvenience caused.
We have now sent you detailed information regarding your order. Please check your inbox for the update.
Once again, we apologize for any frustration you've experienced. We truly value your feedback and are taking steps to improve our service. If you have any further questions or concerns, please don't hesitate to reach out to us.
Thank you for your understanding.
Have a nice day!
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