Cotswold Outdoor Reviews 

I was gifted the Icebreaker Unisex Sierra fleece gloves for Christmas. Worn 3 times and noted holes in the seam of one glove. Contacted customer service 24 Feb. Returned gloves 26 Feb for 'manufacturer assessment'. No offer of a replacement despite sending photos of holes.
Chased customer service for a update twice - no reply to emails. Eventually spoke to customer service and advised could take up to 6 weeks....Finally received offer of exchange on 15 April. Terrible customer service.

Ordered a pair of walking shoes from Cotswold Outdoors online. The delivery was arranged with DHL Ecommerce but did not arrive (could not access property!!). Spoke to a Cotswold advisor who promised to get an update from DHL and ring me back. The call back did not happen and Cotswold have not answered the phone on numerous attempts to recontact them. Emailed their customer services and got no reply. Have since contacted my credit card company who have kindly provided a full refund. Very poor customer services from Cotswold Outdoors and woeful service and blatant lies from DHL Commerce.

Really bad customer service. Im still waiting after a week for a next day delivery. I ordered things for a trip and now im going to have to get kit from some where else as im out of time now. No replies to emails and no answer on the phone. This used to be a decent company but I will not be using them again. Im now dreading trying to get a refund on my order after reading other reviews and the poor customer service so far.

Popped in store to ask about a suitcase, they didn't have it in stock but were really helpful and said I could get next day delivery to my house - this was 1 week ago. The first delivery didn't materialise and it was apparently because Evri had damaged it. After initially saying that I would have to wait until it was returned to get a refund (er, why? I didn't damage it and I still want the item) they sent a replacement. I haven't received the replacement, this time it is too big for Evri and I have no idea where it is. I have been waiting on the 'chat bot' for an hour and there is no indication of wait time. I have also requested a callback - nothing yet. Come on Cotswold, you can do better, you are doing a disservice to your staff in store who are very helpful and you aren't delivering on your promise. If you can't do next day delivery then don't offer it to customers. And make sure your chatbot is clearer about wait times, I have no idea whether anyone is going to pick up my query or not, in the meantime you've had my money for a week and I don't have the item (which I can only get from you and is for a fast approaching holiday).

I walk reasonably long distances and my little toes get a pasting in my otherwise wonderful Scarpa boots. So I went to Cotswold to ask about wide toe boxes. The footwear specialist really knew his stuff and was able to recommend a Salomon boot, a half size larger than I usually wear, and some lacing techniques, which feel like they'll really make a difference (early days yet). After getting a discount for NT membership, the price was competitive. I could have saved a bit more by going to the cheapest online, but we must all be prepared to pay for real, intelligent, customer care (that AI cannot imitate) otherwise it will disappear. Sadly, I didn't ask his name, but seriously thank you - you know who you are.

Fantastic store Michael and Hannah was a very good assistance. I would recommend body to buy from this store. The customer service is excellent and the after-care is excellent. ⭐️⭐️⭐️⭐️⭐️

The instore experience is good, but do not order from Cotswold Outdoor online. The first time I ordered from them, the order simply never arrived. I received a series of emails that it was delayed. And then they stopped. But no items and no refund. Fool that I am, I tried another order. And now same thing. They take your money and then simply disappear.

Over a week since first contacting them about an issue with a pair of Brooks shoes and total radio silence.

Unforgivable in this day and age when you spend the amount of money we are talking about.

Whilst I got good service in-store the main service is terrible. Was told next day delivery with an email also saying next day delivery expected, no delivery next day or tracking information. Live chat doesn't work and was waiting over 15 minutes on the phone to the service centre which sounds like it's in India. Delivery time was actually 3 days and no next day that I was told.

Delivery Order over a week late. No tracking number and daily phone calls to
The company give me no answers when/if I will ever get my order.

have now sent over 20 emails, and this has been going on for 14 weeks with no resolution. Initially slow, but now they have completely stopped responding altogether.

I have repeatedly asked them to provide the details needed to proceed with a small claims court application, including:

Their full registered company name
Their registered address for service
The correct email for legal correspondence

They have simply ignored these requests.

The level of service is shocking. No ownership, no accountability, and no communication. I am now left having to take legal action just to get a resolution.

Alen, who has been handling the case, has now also stopped responding entirely.

Genuinely one of the worst customer service experiences I have had. Avoid.

Purchased walking boots Merrell Mens Moab 3 however they developed a fault after 6 months, after 4 weeks with the returns department they have refused to replacing them leaving me with small claims court, I’ll update this with the results. In the mean time avoid this retailer !

Staff in harrogate store knowledgeable friendly and helpful. I needed a running shoe for physiotherapy. Tom W was excellent, helping me find a suitable choice and ordering on line when my size not in stock. Arrived free of delivery charge next working day

I’ve been waiting for a response to my return request for 10 days, I called up on the 9th of April with assurance it would be actioned on the 10th. I’m now on the 13th and have heard nothing back.

I have a charity run coming up so this is really going to affect me if I’m not able to wear them in beforehand

I would give this company 0 starts if was possible. Over three weeks ago I ordered a bouldering crash pad for them. The delivery was delayed (I was supposed to received it over two weeks ago) customer service told me at all times that I was getting my item it was just a bit delayed but it will arrive. No communication no emails nothing. I had to call again to find out the item is indeed out of stock and be offered a refund, after being waiting for so long. Bad service poor communication. Avoid at all cost !!

I had an absolutely awful experience at Cotswold Outdoor in Truro.

While my partner and I were looking at hiking insoles, a member of staff literally snatched the pair I was holding straight out of my hand and put them back on the shelf while I was still looking at them. Didn't approach and ask if we needed a hand with anything, no explanation, no courtesy, just completely rude behaviour.

I was then told I “couldn’t buy them” unless I brought in a pair of shoes to have them fitted properly. They’re insoles, not some kind of specialist equipment you need a degree in, and I’ve been hiking all my life. I don’t need to be talked down to or treated like I’m clueless.

The whole interaction came across as patronising, unnecessary, and honestly quite arrogant. Funny thing is we were going to purchase a pair each but basic respect for customers clearly isn’t a priority here so I won’t be stepping foot in this shop again

Poor service. I went in with my son to Snow & Rock Exeter and stood for about 20 minutes looking at hiking boots to try and get him some for his DofE expedition. There were 4 staff in the store on a Sunday afternoon, no other customers and not 1 member of staff could be bothered to come and ask if we needed help. Would rather take my customers elsewhere if they can’t be bothered to help customers when they clearly can’t try on the boots without getting the right size. Have had better service at sports direct!

Paid £225 for a new coat on 22nd March with next day delivery. Received a short email on 23rd March informing of a warehouse problem - then on 7th April a dispatch notification, however nothing has arrived.

My local store refused to help me cancel the order or provide an item from stock. Cotswold have ignored my emails requesting cancellation or further updates, and the telephone lines are both busy and only open weekdays.

Am now waiting for the credit card company to raise a charge back.

Having been a happy Cotswold customer for 15 years, will never use them again.

Brilliant customer service at Betws y coed store. Useful technical knowledge on rucksacks plus trying to find the best value option to meet or needs. Both members of staff friendly and helpful. Very happy with my purchase.

Update. 26 Feb took a pair of Lowa boots to see if they could be repaired. Sole coming away in left boot
Not asking for refund or replacement

They were inspected in the store and check. They will not send dirty or wet boots back for inspection. All good.

Reply. After constant chasing 25 days later.

Good afternoon, ( is my name not meant to be here ?)

We are emailing regarding the Lowa - Boot LOW Renegade Mid Gtx Women you returned to one of our stores. We are sorry that you have had cause to return this product.

The boots have been returned to us in a dirty condition(WET). We are unable to accept products in such conditions on hygiene and health and safety grounds.

As the boots have been returned in a dirty condition, we cannot conclude that there is a genuine manufacturing defect. We are therefore unable to offer a free-of-charge replacement or credit.

Please provide us with a suitable delivery address to return them to you.

Our apologies that we were unable to help you further on this occasion.
Kind Regards,

Alen
Aftersales Coordinator

My response ( it seems names aren’t required)

I totally disagree with this Statement.
The Gentleman at Cotswold outdoors inspected the boots and said they were ok to return and they were obviously faulty. They had been cleaned and were definitely not wet
As you have had them for over 3 weeks and every time I have asked for an update. I have been told they are being processed.
How could they have been wet ?
I will return to the store and get proof of the above facts
Please return them to the branch at Drotwich

The sole on the one boot had almost fallen off. Is this what you expect from you stock boots

Please be professional and supply your Full name

I will not let this drop

Alen reply. He still does know my name
24th March

Alen (Cotswold Outdoor)
24 Mar 2026, 10:00 GMT

Numerous responses sent back-and-forth and today 10april I have been to collected them
they were returned 10th April

Ok they never sent them to lowa . And have returned them 6 weeks !!!! Later

They are now wet, sorry (WET) There is now a ridge across the toes of the left as if they have been force up They are now unwearable. Beyond repair.

It seems Cotswolds outdoors has solved the problem of water shortage.
They were according to CO sent Wet. Untrue But
They have managed to keep a pair of boots wet for six weeks.
I have tried to paste photos but unable to at this point