Cotswold Outdoor Reviews 

Ordered a pair of trainers in store to be delivered to my home, Evri failed to deliver the parcel, despite having proof of this I'm being refused a refund unless I fill in the most unprofessional word document promising I didn't get it. Which is also something I wasn't told about initially

I visited the Brighton store today to sort out an online order issue. The sales person called Georgia resolved all issues in a highly professional and friendly manner. 5 star customer service without doubt!

Very satisfied- I made an appointment to have my gait checked for new running shoes, a gentleman named Will assisted me. He was professional and well-spoken! I recommend him, you won’t regret it.

Their returns policy is ridiculous! When your order is over £100 and I had to PAY over £10 to return the jacket to them. This is the last time I shop with them. To make people pay for returning items that don't fit properly is bad business, Most clothing shops I order from have free returns - and more reasonably priced delivery costs. Most of their clothes are over priced too. Other shops have better offers and delivery/returns policies.

Dreadful customer service. Took faulty RAB jacket back to store, under warranty, . They said 2-4 weeks, been 6 weeks note told 12 weeks.
No communication replies to my Complaint emails to head office and telephone calls to store.

Ordered with next-day delivery promised at checkout. One item was delayed — that happens. What followed doesn't. Four days of broken promises from their own agents, zero proactive contact, and no resolution despite chasing via chat, phone, email, and social media. The bag was needed for the weekend. I'm now pursuing a Section 75 claim through my credit card provider.

I've shopped with Cotswold Outdoor for years. Good products, but the customer service on this occasion has been genuinely poor.

I regularly use the Cotswold Outdoor store and have always had a good experience.

The staff are friendly, helpful, and knowledgeable, with a great range of quality hiking and outdoor equipment available — especially Patagonia products, which I often look for before trips.

I still prefer trying clothing and gear on properly before buying, particularly when preparing for hiking or longer travel adventures, and the store has always made that process easy and relaxed.

A reliable outdoor shop I’m happy to keep returning to.

Wouldn’t even give them 1 star absolutely diabolical company. I was bought a mountain equipment coat over £200 which was ordered and promised to arrive before Christmas, landed 2 weeks after then noticed it was faulty had to return at my expense recorded next day delivery which they claim they never received but ignore the fact it was signed for in a DHL warehouse this company are con artists can’t believe they can still trade still no coat still no refund and won’t answer email or phone what the f is going on here. Hope this is seen by management it’s a disgrace never buy from this company ever they are definitely selling fake or damaged seconds there is no way a company can be this bad

exceptional product knowledge and customer service

I’m sad to write this review as I have bought many things with Cotswold over the years and they have always delivered. However, you only really find out how good a company is when something goes wrong and their customer service / after sales service is appalling. I bought a pair of hiking boots (good brand £200). Unfortunately after 4 months of light walking the sole started to become detached from the boot. I took them back to the store where they agreed there was a problem and took them back. They explained that the boots would be returned to the after sales team for assessment and likely returned to the manufacturer for repair or refund. Annoying but understandable. Over 6 weeks later I have heard absolutely nothing. I’ve contacted customer service on 4 occasions and been promised an email update or a phone call. No-one has contacted me despite repeated promises. The returns process is clearly totally overrun and shambolic. As a result of this experience I will not be using this company again and can’t possibly recommend. Quite prepared to update the review if someone from Cotswold bothers to contact me but, sadly, I’m not holding my breath.

Evri have lost my order but the customer service from Cotswold is shocking. Have emailed and re emailed. I’m just ignored. If you phone you get told that they have to contact Evri and get them to chase it up. Well we all know what Evri are like ! Just give me my refund !!

The delivery service I received was 1 4 days. When I phoned customer service I left a message as no one picks up. The delivery company is Evri. I still don’t know who was at fault, but Cotswold shouldn’t use a company that doesn’t serve their customers.
I ended up phoning a store and the member of staff wasn’t surprised.
My advice don’t buy on line, click and collect at a store or just go in store.

At present I would give this company a zero rating as it is over a week since I placed my order and have no idea what is happening.

I have spoken to them on 2 occasions and was advised I could not cancel this as after chasing this had been packaged (I now believe this is factually incorrect and a refund could have been made). Still no sign of the item despite being advised this was packaged. Thanks a bunch.

No emails to confirm, again I admit I had put a dot in the wrong place and this was advised when I called (and was then advised the details were changed) however still no email.

I did not get a response to the email I sent or where I tried to get an update from a chat bot (don’t even get me started on this).

Honestly the worse service from what I thought was a quality company. Will now have to return as have needed this for a certain date, goodness only know a what challenges I have ahead of me with this if the item does ever arrive. Honestly, absolutely shocking service and not even a sorry for your problems and an hour wasted on the phone.

I wish I'd read the reviews on here prior to ordering but I (wrongly) assumed with Cotswold Outdoor being a well known, supposedly respectable name that I didn't need to. Big mistake!

I purchased a Fjallraven cap from Cotswold Outdoor and they delivered a pair of shoes...

Not entirely sure how that happens but ok, mistakes happen and they'll want to put it right surely? No. I've now emailed them 3 times over the course of a week and other than an auto-reply they have completely ignored me. No apology, no attempt to rectify the issue, literally nothing whatsoever. Given nobody has had the decency to even reply to me let alone get this sorted I'll have to resort to doing a chargeback on my debit card.

Also deeply unimpressed being charged a whopping £6.99 to deliver a single baseball cap. It was stated that this was a signed for service but that was a lie, I didn't have to sign anything. It also wasn't next day delivery so there is absolutely no reason why this should cost nearly £7.

All in all an utterly abysmal 'service'. Not just the worst service I've ever had from any company, it's actually been worse than any private individual I've dealt with on eBay & Vinted etc.

Avoid at all costs. They quote Next Day Delivery available on product pages but then fail to honour this. Warehouse delays and incorrect courier services used. 4 days later I still don’t have my orders. Customer services get totally confused including telling me at one point my order was delayed due to it being click and collect from store. But it isn’t, it’s Home Delivery. Avoid Cotswold Outdoor and use Taunton Leisure, Trekitt or Facewest online retailers. Much much more reliable.

Bought some walking boots in November 2025. By March 2026 they were leaking so I brought them in store to be returned. I was expecting a replacement/refund on the spot but they said they have to be sent away. Return receipt said normal processing time is 4 weeks. Bit long but ok. 4 weeks pass by… nothing. So I send an email. No reply. I ring the number. No answer. I ring the store I bought the boots from - “yes we can see the case has been closed but we don’t know why. We’ll try and find out for you by contacting Meindl (the manufacturer) and we’ll get back in touch”. One week later. Nothing. So I ring Meindl myself. Meindl pick up straight away and I relay my reference number - “yeah we don’t have any record of these boots on our system. I don’t think Cotswold outdoor have sent them to us”. I ring the store again - “yes so it’s out of our hands now you need to ring customer service again”. So I ring customer service again and manage to get through to someone who says she needs to pass this case to the after sales team and to give it two more days (Friday) and then they’ll be in touch or I should ring back. On Friday I still haven’t heard anything so around 4pm I ring. I’m on hold for an hour and then it cuts out because they have closed for the week. On Monday I ring again and I finally get asked if I want a refund or store credit. Obviously I don’t want store credit I’m never shopping there again. Today, 7 weeks later, I finally have a refund back in my account.

Don’t shop here. People are saying don’t shop online. Don’t even shop in person because that’s what I did and I even returned the boots in person and had this much of a problem. Not on.

The energy of the store was calm and collected with a wide range of gear for show. I came in looking for a pair of hiking shoes and was pleasantly greeted by a staff member named Harry, who answered all my questions about the shoes and gave me a very clear idea of what I was getting in comparison to others. He gave me instructions on care, showed me around the store’s catalogue and helped me weigh up my options - he did a fantastic job of considering my budget, abilities and the amount of versatility I wanted. He was patient with me and very knowledgeable.

I want to thank Robbo from the Merry Hill store. He was kind and personable, very professional and informative. I had been upset by one of the other men in the shop and he restored my faith in them being able to help me.

I visited the Liverpool Cotswold Outdoor store. I had made an appointment for advice on new training shoes. Matt who helped me was absolutely brilliant. So patient, thoughtful and dedicated. Matt really listened to what I wanted and needed from my new training shoes. He helped me choose the perfect pair and I am so grateful. To have absolute confidence in the advice you are being given is to be treasured. Thanks again Matt.

Atrocious customer service. The start of the problem is that they use Evri, and you will have to roll the dice on whether or not your parcel gets to you (a quick Google search will show this is common). Mine didn’t. Cotswold Outdoor will then not respond to your emails. Six emails sent over two weeks and only one response, in which they failed to actually read the issue detailed (being that Evri lied about delivery attempts and subsequently a supposed successful delivery - without photographic proof of delivery, because they didn’t even attempt to).

I will never order a thing from Cotswold Outdoor again and I’ll be contacting BMC asking to remove their member discount, to avoid others falling in to this trap.