Field and Trek Reviews 144

Since writing a negative review of a product, and them not publishing it, I have decided to do the reviews through TrustPilot.

I have bought a load of kit from this vendor, especially boots, since Berghaus got so expensive in the high street shops. The service has always been excellent, although I have never had to return anything. I usually buy the boots in bulk 2-4 pairs at a time, but you have to with Karrimor as the soles wear out so fast. I don't do a lot of walking, mostly between home, work and the bus, then a trog around town, but they last nowhere near as long as the Berghaus boots did, but they still work out cheaper as I usually buy them around £25-30 a pair. The eVent ones are £50 a pair, seem a bit narrower. I expect them to wear out in half the time of the Berghaus boots at four times the price, so still acceptable.

Beware the Karrimor technical t-shirts. If you are wearing these it is likely that you will be the type who also uses Velcro. Accidentally touching the male Velcro on the t-shirt pulled loads of threads wrecking the t-shirt. As I said, their vendor didn't print my review on their site so here it is. There Are many ways to skin a cat!

Remember also that this company is part of the Sports Direct group, infamous for zero hour contracts.

I ordered a new bike for my son for xmas. It was delivered with a flat back tyre. Having tried twice to inflate the tyre it became clear that there was a puncture or defective valve.
I contacted Field & Treck about the issue. They didn't even bother to reply.
Very bad customer service, I certainly wouldn't use them again.

Ordered a tent for a family trip away for the bank holiday weekend. Booked a camp site and waited in all day for the tent which we'd paid for next day delivery on. Received emails saying all was on track for its arrival only for it never to turn up. We were left with two very disappointed little girls who were looking forward to a trip to the coast in the new tent . Field and trek blamed the courier. The courier confirmed they had never received the item. Funny enough by that time the tent was no longer available on their website or any of their sister sites! No one let us know the tent wasn't coming. To add to the insult, having cancelled the order, field and trek refuse to issue a refund until they get the tent back from their courier despite us never having received it. I won't be using the company again and certainly wouldn't recommend them.

I am at present trying to obtain a refund for the purchase of a tent that we were hoping to use as a tailgate awning for my disabled husband to sit in, having been persuaded by the saleslady that it would be suitable. However upon returning home and taking measurements of the car, realised that this would not fit our requirement. I rang the shop within 2 hours of purchase to say we would be returning the un-opened tent which we did first thing the following morning. We have been refused a refund, but offered a credit note. My husband is 80 years old so it is very unlikely we will ever need to spend £155 in a camping shop. Two telephone calls and three emails have not been answered, apart from an automated reply to the first email. As well as coping with a disabled husband, I am distraught and desperate for somebody from the company to contact me. It appears this company is part of Sports Direct who have an even worse record of customer service. My advise to anybody: Be very careful when purchasing anything from this company and make sure your item is exactly what you need.

UPDATE - Common Sense Prevails!

Thank you to Gary, manager of the Southampton branch, for making the decision to refund us, we are very grateful for your understanding and compassion.

Having placed an order with Field and Trek and then reading the reviews I was apprehensive about my order.
I ordered shoes on Sunday and they were delievered by DHL to Ireland on Thursday.
Would have no problem recommending or shopping again with this company

Found the same product £40.00 cheaper else where two days later. Head Office didn't care - just sent me a 'tough luck' email. Go else where - crooks.

A very similar experience to others on this site. After ten days of Yodel claiming that they can't access my property (strange that, all the other delivery companies can, and the postie comes every day) they tell me it has been delivered and "how did we do?" Well they delivered it to somewhere in Sheffield apparently. And I live in Cornwall.
Never had a problem with Field and Trek products though. Two stars reflects the whole package.

I ordered 4 climbing ropes through amazon. Had an email saying they would come in 2 parcels of 1 rope and 3 ropes. Soon after I was emailed to say the order for the 3 ropes had been cancelled - no explanation, but the 1 rope was on its way. I asked why the 3 ropes had been cancelled and was just told I was getting a refund for them. The parcel of 1 rope duly arrived, only it wasn't a rope just a cheap Bear Grylls knife in damaged packaging. Again I contacted them asking where my rope was and if I was going to receive it. The only answer I got was returns advice. Despite several attempts to get an explanation or information regarding my original order I have heard nothing. For me it's one of the worst customer service examples I've come across. I will not shop here again.

F&T orders are delivered by the courrier YODEL.

My experience of their service is very poor.

Regretably, would stop me ordering from F&T from now on.

Before I received my order I had an email off Yodel telling me my order had been delivered, I then received an email from Field and Trek asking me for a review of my purchase!
I contacted Field and Trek advising them that I had not received my order and was concerned with regard to the delivery emails. They eventually responded and said that Yodel could not find my address and that the article was being returned to them and a refund would be given.
I told them I did not want a refund as the article was a gift, I then had no further correspondence from them until PayPal told me I had been issued with a refund.
I suggest that Field and Trek find a better courier and also make an effort, customer service wise, to keep their customers happy, I shan’t bother with them again, really disappointed.

When I found these boots, I could not believe the cost and the fact that they were at least £30 cheaper than anywhere else on the internet or in the high street.
I ordered them, almost worried that the price seemed too good to be true - having found bargains like this before only to be told the itmes were 'out of stock' or some other excuse.
Within hours of ordering, I had an email to let me know that the goods had been despatched and then at regular intervals kept informed of their progress in delivery to me. They arrived, two days later rather than the specified 5, in perfect condition and I even had a free gift thrown in too.
It really is great to receive service like this and I will defnitely be buying from you again!

Many thanks,

James Ellis

I found this jacket selling at £100 less what other online stores where selling it. I ordered the jacket opting for next day delivery thinking "what's the catch?" I read these reviews and expected a poor service. Which couldn't be more from the truth. The next day I got a txt message saying the item was out for delivery and it was delivered within the hour the jacket is amazing quality just what you'd expect from berghaus. Brilliant service I would use again and again! Delighted!

Didn't see these reviews in time so fell into the lack of customer service trap of so many . Do NOT use this company .

This company has no idea what customer service is. If you want to return something, they make it very difficult. Plus, they must not be able to read because they didn't answer my question. Please do yourself a favor and find a different vendor.

I recently bought some berghaus boots from Field and Trek in Betws. I had the exact same boots previously and absolutely loved them, I just wore them to death and needed new ones. Field and Trek were the only ones who sold them. After my first wear of the new boots i noticed that material was folded in a weird way on back of boot. It was giving me blisters. So I tried moving it around out of the way but couldn't and my old boots never had it. Definitely a manufacturing error.
I took them back and asked if I could exchange it for another pair. First of all I was asked to wait half an hour (?!?!) whilst the manager Kat(e) examined the boot. I was then told that there was nothing there. I showed her the blister and used my own hand to place her hand on the dodgy seam and she said there was nothing there. I got two other customers to feel it and they agreed there was something wrong. She was adamant there was nothing there. Basically she was treating me like a liar and said I could not have an exchange. She also then said that I must have caused the material to be like that (even though I have had the exact same pair before and never had that problem) I have since taken them to Cotswolds ( a much better shop and who will be having my custom as of now ) who have agreed that there is something wrong with them. Unfortunately I now have to have the faff and cost of sending them back to Berghaus when this could have been settled in store.
DON'T WASTE YOUR TIME AND SANITY SHOPPING THERE. Worst customer service I have ever experienced. And from a manager too!

bought some walking shoes and wanted to return. However they advise to return via Registered Post. It cost them £1.99 to post to me and £11 for me to return had I decided to do that. Plus I'd be paying for the postage again for a new size which I want. Unable to contact them via phone as long queue. Website does not have telephone numbers for individual stores. Emailed them and was told a possible 5 day wait for an answer. Am now considering returning the shoes to a Field and Trek store in the Lakes when I visit there soon as the only way to avoid further poor service. Most companies now offer free returns service. It would have been far cheaper and less stress to have bought from a reputable outdoor shop.
PS I found the staff at Ambleside Field and Trek very helpful by phone (yes I found a number which was answered by staff on site!!!) and they've arranged for me to collect the size I want from the Keswick branch who they contacted for me, just to contrast with a recent customer who found their service not good.

Dont buy from this retailer. They dont give the 12 month guarantee that your statutary rights say you should have. I bought Brasher gortex shoes which leaked like a sieve. I waited til I was back in the area of the shop I bought them from (Ambleside Cumbria) which was 7 months after purchase. No refund and bad attitude awaited.

After 5 efforts to communicate I finally got an insipid email that didn't answer all my questions. They sent me an incorrect item and now it seems I must pay to have it returned to them although it was their error. They have no interest in resolving the issue and I'm left to flounder or fight at my own expense. Never, never again.

I took some walking boots back to the Covent Garden store where I purchased them about a year ago. The sole is clearly beginning to separate from the leather upper on one of the boots. I don't generally take things back (English put up with it attitude) but these are expensive Scarpa boots and I thought it was sufficiently serious to be worth asking for a fix or replacement. The manager was immediately hostile, complaining that the boots were dirty and not being prepared to consider any form of fix or return. His manner was rude. Even worse, he asked me questions about what I used the boots for and then treated my answers with contempt. I felt that he was treating me like a cheat and a liar. I will never shop there again and i strongly recommend that no-one else does.

Call it arrogance, call it hope but whatever you want to call a shopping experience with Field and Trek is to be avoided. Despite reading the reviews of others I went ahead and ordered thinking 'it probably won't happen to me'. Wrong. Their returns policy is misleading and customer service is non-existant. £10 worse off after my experience so, if like me, you ignore others please be prepared to lose money and patience all in one go.