Cotswold Outdoor Reviews 

Ordered some walking boots for my wife's birthday and received a pair that were clearly an unwanted return. They had been laced and worn, labels removed and the original packaging just stuffed back in. I rang to arrange a return (didn't feel I should pay the returns fee) and was promised a refund. Item returned promptly but it has been a week so far and no notification of my refund or a reply to my email requesting an update.

I should have read the online reviews if Next Day Delivery. Yesterday I ordered Two jackets for my upcoming trip which was worth 300£. I got promised next day delivery which should be today. Till now all I have got are two emails - one from cotswold claiming they have dispatched the items, one from Evri claiming they are waiting for the items and havenot received it.
The chatbot on the website did not work. I tried calling them and fortunately after a long period of hold I received a call back where the customer care representative was not able to help me at all. She said the same thing which I already knew from the email. I also had no summary of our conversation or any follow up email. Just a blank promise of we will look into it. The tracking number does not work.
I am unable to find any option to cancel this order now given it wont be required as my trip starts tomorrow. I would appreciate some help on this.

A very odd and frustrating experience. I’ve never dealt with a company that is so difficult to contact. When you call, you’re told no advisors are available and you’re not placed in a queue. You can request a callback, which does come through quickly, but it gives the impression that calls are being screened and you can’t reach anyone directly.

Emails also went unanswered.

It later became apparent they were moving warehouse, but there was no indication of this on their website or in any communication. As a result, deliveries appear to be significantly delayed. I waited nearly two weeks for my order and had three separate phone calls, each time being assured it would be dispatched within a couple of days or was already packed. None of this proved to be true.

In the end, I had to cancel the order because I needed the item for a holiday, leaving me to find an alternative at the last minute.

Very frustrating, especially as I raised these concerns a week earlier and was reassured it would arrive.

I’ve used Cotswold Outdoor stores regularly in the past, but the online experience is among the worst I’ve had when purchasing a product. It does not give confidence in how issues would be handled post-purchase.

Not recommended.

UPDATE: Love the banal non-apology reply from Cotswold. We're almost a month on and no refund despite a further 3 calls and several emails. I get that failures happen, but their inability to put things right quickly and without further drama shows that they really aren't a company worth dealing with. I'll probably have to waste more time doing a charge-back on my card.

FINAL UPDATE: Over two months later I have finally got my money back. Unfortunately it was via my bank who initiated a charge back. If I didn't do that Cotswold would still have my money for a product they never even sent! I never leave bad reviews but this company has no regard for its customers.

What a joke—and an absolute disgrace.

Cotswold and Snow + Rock

I contacted customer care to try and resolve this, and the experience was beyond frustrating. I’m not even sure if the service is outsourced, but the representative I spoke with had no understanding of the situation.
I clearly explained the issue and asked how it would be resolved.

The first suggestion? That I travel to the next nearest store—in London, over 600 km away. I explained, again, that this was the only Snow + Rock store on the entire island of Ireland, north and south.

The next suggestion was that I find an independent store, pay out of pocket for services, and then seek reimbursement. This is completely unrealistic. I also explained to her that this was the only shop in the whole of Ireland that do custom ski boots and proper drilling and servicing.

Then I was told I could post my boots to England to have them fitted. That suggestion speaks for itself—custom fitting requires the customer to be physically present. It is not something that can be done remotely, am I to cut my feet off and post them too.

When I raised concerns about delivery reliability and potential customs charges, there was no clear answer.

At this point,

I want to address Snow + Rock and Cotswold directly:

This is not an isolated issue affecting one or two customers. This impacts every single person across Ireland—north and south—who has purchased ski boots or equipment requiring fitting and servicing.

I do not want another generic response about “valued customers” or instructions to contact customer care. I already have—and it has led nowhere.

If a proper and practical resolution is not provided, I will be escalating this publicly and formally.

This will include leaving an email address where others can get in touch who are in the same situation and Submit documented complaints compiling evidence, including receipts, guarantees, and correspondence, and forwarding these to consumer affairs representatives.

Something like

Snowandrockredress

I will be putting it on

Trustpilot, Google Reviews, and reddit

I will also be in contact with Dundrum Town Centre management
Other outdoor retailers.

Any future tenants of your former location with the same email address and how to contact me.

I will be taking screen shoots of these reviews and responses and sending them onto Conor Pope The Irish Times consumer affairs correspondent and get it published into the paper.

Customers should not be left without support, particularly when specialist services like boot fitting are part of the original purchase expectation.

Having a background in Company Law and informing already the CCPC. There is a huge case to answer.

Im sure there would be over 150 ski boots sold if not more over the last two years along with skis.

Under new legislation rules brought in by the law society there is collective legal action route that can be taken.

You will not be leaving out the back door on this.

You may call this a “change in store presence,” but in reality, you are withdrawing entirely from Ireland—leaving customers behind without a viable solution.

This is not acceptable.
I expect a clear, realistic, and accountable response

Friendly and highly knowledgeable staff. Great technology for gait analysis which helped me find the right pair of running shoes.

Very disappointing experience. The biggest issue is their return policy – if you buy something in-store, you cannot return it, even the next day. That is simply ridiculous.
I bought shoes as a gift for my child, but they didn’t fit. The item was completely unused, in the original box, with receipt. I went back the next day expecting a simple return, but was told it’s not possible.
What makes it worse is that if I had bought the same product online, returning it wouldn’t be a problem. But buying in-store becomes a disadvantage.
The only option offered was a voucher, which is not acceptable. There were no alternative products I wanted, so forcing me to spend money there again makes no sense.
The staff also treated me as if I was trying to take advantage of the situation, which was very disappointing.
This policy is outdated and extremely customer-unfriendly. I will not be shopping here again.

It's so unfortunate - initial delivery of some leki trekking poles was pretty quick - but the handle on one of the poles was snapped.

There was options to return goods via their online returns portal (which the customer has to pay to return goods - which is illegal btw if the goods are faulty)

I sent an email via their web system

Not automated confirmation of receipt

When I did get a response (2 days later) that was automated and had nothing to do with the query I made.

I called the mainline and agreed a returns label and to send the faulty item back and they would send out a replacement

The faulty item was recieved back at their fulfilment centre/store - 5 days ago and iv not recieved any notification of a replacement being dispatched.

So I have no no product and also they still have my payment

The staff at the Southampton store were fantastic, the customer service was exemplary. The care taken by David to work through the options and choices, was first rate. However where the the team excelled at, was when an issue arose, Nathan recognising the issue, then manager Kirin, dealt with it thoroughly and in a balanced way, to enable a successful outcome, for both the store and the customer.

Avoid this company! Customer service terrible and very difficult to deal with. I won’t buy from them again.

Bought a pair of Mens wellies which split after 2 months. I emailed the company and sent pics of the boots. This company wasn’t interested, complete waste of money. I won’t be buying from them again. Customer services are not good. If could have left no stars I would have

Placed an order for £655 more than one week ago. Order has still not been received despite being days past the last expected delivery date. No tracking information and unable to contact customer services by email or telephone to find out where the parcel is.
Have contacted customer services twice by email, no response. Have tried and failed numerous times to get through by telephone to customer services_waiting more than 45 minutes to still not get to speak to someone.
Recieved a useless automated email telling me that my order is delayed (I obviously know that) but with no expected delivery date or update of any kind.
Finally this morning I contacted my local store, who were equally unhelpful, although I could at least speak to someone?! They said that none of the items have even left the warehouse yet, and that they couldn't tell me when I might receive them. I asked how I can cancel the order, and they said only by contacting customer services-when I pointed out that contacting customer services was part of the problem they said that they had no way of contacting them either (which I find difficult to believe).
So I'm stuck-£655 of gear needed for tomorrow and no way of even cancelling the order and getting my money back it seems.
Order number 30538849

BEWARE if you need items quickly!
Order placed 23rd March 2026, on the basis that next day delivery was guaranteed on orders over £125.00 with the promise of an update email to confirm dispatch (order was a birthday gift).

27th March - 4 days later order still 'processing' - 2 days of trying to phone, live chat, email customer support -finally get through to be told sorry but it was out of stock and is on way to their store to then be shiped out, rendering the 'delivery promise' complete rubbish as online doesn't account for stock levels.

New delivery date can't be confirmed - i am still none the wiser as to when i will receive my order.

I chose this supplier based on delivery time not cost as there are cheaper suppliers out there.

Would not recommend!

Update 2: I contacted customer service again after they suggested I should, and again have not received any acknowledgment from them. What’s more, my boots were posted back to me and they’ve returned the wrong ones! It just gets worse and worse. I don’t even know if the repair report was for my boots or this other person’s. Further, I’ve sent them two emails now about the wrong boots they’ve sent me and they haven’t had the decency to reply. After all the bad experiences I’ve had, this should be a priority, but yet again they’re not responding. I’m now owed a pair of Meindl Baltimore boots. How do I get them back Cotswold Outdoors? Do I need to take legal action to reclaim my property, or will you actually do your job? Writing responses on Trustpilot means nothing if you’re not actually doing the work. Where’s your integrity??

Update: they did not make anything right. Apparently I bought the wrong sized boot (despite being directly advised on the sale at a professional fitting in store), which caused additional wear in the goretex, which caused the leaks. They do not accept any responsibility for this, and also state that the goretex part of the boot isn’t covered by the warranty anyway - which seems quite shifty to me, since it’s an integral part of the boot’s construction. They clearly do not want to adhere to their own warranty. Additionally I have not received an apology for my messages being ignored by them for ten days, which is actually worse in my book. How you treat people is everything. Needless to say, I won’t be shopping there again, and I’d advise potential customers to not fall for a false sense of security when spending more than you normally would based on their ‘expert’ advice. Truly disappointing, and an expensive lesson learned.

I came to Trustpilot after attempting to contact Cotswold Outdoors multiple times via email and also via Facebook, and not receiving any response. So rude! After reading the reviews on here it all makes sense, and at least I’m not taking it personally anymore; they clearly just have a severe deficiency in customer service skills. (It feels ironic to be rude here after criticising them for rudeness, but I’ve been polite in multiple initial communications and it’s got me nowhere.)

My issue is, after believing the hype that buying cheaper items is actually a false economy, I spent over £200 on a pair of Meindl boots - far more than I’ve ever spent before - in the hope they would last. They didn’t last, they started leaking and I identified some places where the sole was starting to come away from the leather as the probable issue. This would make it a manufacturer error and should be covered under the warranty.

I took the boots to the store, and they were sent away for repair. After about a month I received an email stating they could not be repaired and they were ‘sorry they could not help on this occasion’. If they can’t be repaired, then under the warranty they should be replaced or refunded - this was not offered. After me asking about this multiple times, there’s just radio silence. I’m being ignored, and they still have my leaky boots!

I’m hoping this review will prompt them to actually offer some customer service, get in touch with me and resolve the issue. In the meantime, despite the excellent experience I received in store, there’s no way I can recommend this company. Issues happen; it’s how they’re dealt with that counts. The after sales customer service is seriously letting the company down.

Bought a jacket online on 20th with delivery by 23rd. 24th i spoke to customer services who chased it up and was then despatched via evri standard delivery! Now 25th and customer services say I can cancel but refund will be 5days (working days!) before I get my money back!
I understand delays happen but if you want to rectify delays send r.m24 or dpd next day not the worst courier service ever!
Even customer services today were blunt and not at all apologetic for the situation they had created.
I will never use cotswold outdoors again!

Visited the Reading store today and received exceptional customer service . We visited buy our son some walking boots and a waterproof coat. Clive and Miles were both absolutely focused on getting us kit that fitted and did the job. Not pushy , just helpful and passionate about the kit they were selling. The staff are the epitome of why I want to visit a bricks and mortar store rather than an online retailer . We spent so long being taken care of my wife even made an impulse purchase of an extra Patagonia coat. 10/10

If I could give zero stars I would as very unhappy with Cotswold Outdoors.
I have been using them a long time and the staff in their stores are amazing, however when you call the number for their customer service you never get to speak to anyone and have to wait for a callback. I placed an order which came in various parcels and couriers. However one of them hadn’t arrived - I called and spoke to Ebun and asked for a monger to call me after speaking to them on Thursday, it is now Tuesday and still waiting.
I have had to call three times to chase part of my order thqt was missing since I placed it on 11.03 and was finally delivered on 23.03
It would appear that the company no longer care about customer service they just want your money and hope you will go away. I appreciate parcels go missing etc but Cotswold staff have not dealt with this great and the manager obviously doesn’t care or would have called back as I understand from the advisor I spoke to on Friday it is 24hrs - very disappointing

To make matters worse Cotswold responded to this review asking for details to put it right, once you supply those they don’t do anything other than give you an apology which isn’t putting it right and they amend their review so that that part is deleted making me even more annoyed why ask for the information?!
Their Customer Service Team at their head office don’t care about their customers that has become abundantly clear!!!!!

Not impressed at all. Ordered a tent and a footprint with next day delivery included. With the purchase being over £500 wanted to make sure we was in for it to be delivered only the tracking number wasn't recognised the next day. Waited in anyway, no delivery. Spoke to customer service the day after, tracking info wasn't recognised their end either. Long one short, the tent hadn't been despatched therefore cancelled that as couldn't wait in a third day and didn't want it left outside. Decided to order the it again but using click and collect, price of the tent went up by over £30 in two days plus had to drive an hour to collect. Overall a bad experience. What's the point in advertising next day delivery? You can't fulfil it. Messaged customer I believe on the 12th of March - respond within 48 hours they say - 12 days later and still nothing!
Wouldn't recommend Cotswolds

I’m still waiting for a refund (£20)that you say was processed on the 4th march. It’s 14 business days now. I have written to you and you are not answering my emails. I can’t get through on the phone. I will be contacting my credit card provider today. Disgraceful customer service.

I used to love Cotswold Outdoor. Now their website doesn't even work in some browsers, and their help pages with deliver/return information just returns an error. They have long since abandoned a presence in Birmingham and use Evri delivery.

I've gone from a regular to paying more to shop elsewhere.

Ordered luggage (£129.89) on 10 March for travel on 23 March. Parcel never arrived and DHL have confirmed it is lost.

Despite this, Cotswold Outdoor refused to issue a refund and insisted on waiting for their internal investigation with the courier (6–7 days), even after I explained the item was needed for imminent travel.

I contacted them multiple times (email and phone) and even spoke to a manager, but they would not take responsibility or resolve the issue promptly.

Very disappointing experience — particularly the lack of ownership when something clearly goes wrong in delivery.

Would not recommend based on this.