Review Time
I had an incredible experience with customer service! I mistakenly purchased the wrong size jacket online and contacted the support team, who were very courteous and professional. I easily exchanged my jacket at a nearby location. As a first-time customer, I’m very impressed.
I don't understand the negative feedback about the company. I ordered a jacket yesterday, which was actually more affordable here, and despite the reviews, I decided to place my order with free Next Day Delivery. To my delight, the jacket arrived this morning, and I found the service to be outstanding—I'll certainly continue ordering from here. This isn't my first time shopping at this location, but it was my first online experience, and I was thoroughly impressed with the service. If you're considering a purchase here, go for it!
I will not be using this service again. I didn’t receive a voucher I ordered online, and the courier had no proof of delivery, making it nearly impossible to get a refund. The representatives I spoke with via email and phone were polite and helpful, but they aren't responsible for the outdated policies of this company. Definitely not customer-focused.
Unfortunately, this once-reliable company is no longer what it used to be. I've faced multiple issues recently, including an online order for a jacket that hasn’t arrived after ten days. Customer service informed me that the courier has the parcel but it could take up to 7 days to determine if it’s lost. They refuse to send a replacement, even though they charged me immediately. I also had a problem with a pair of boots a couple of months ago, which took weeks to assess. I'm uncertain if I will shop here again; they used to be fantastic.
I received excellent assistance while purchasing walking boots at the local branch. The assistant helped measure and scan my feet, revealing that I was choosing the wrong size. He explained how my feet change with age and helped me find the best boots, including advice on arch inserts. I learned so much and truly appreciated the guidance. I ended up purchasing a fantastic pair of boots. First-class service, thank you!
The postage cost of £6.95 for a beanie hat weighing 160g is excessive, even for next-day delivery! I noticed the company offers free click-and-collect, but this option only appears late in the checkout process. Charging £6.95 for lower-value items is unjustifiable, and many customers are being overcharged. After discovering the store delivery option, I changed my rating from one star to three, but I'm still disappointed with the postage policy.
I strongly advise against using this service; their aftercare is terrible. I've had my walking boots replaced once, and the same issue with stitching occurred again. My boots were sent off for inspection, and I still don’t have them back. The company won’t replace them or refund me. I take care of my boots, yet they are accusing me otherwise, which is completely untrue. The after-service is dreadful, and the manufacturer has also been unhelpful. AVOID AVOID AVOID.
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With nearly 50 years of experience, our mission remains to help you enjoy the outdoors.
Every piece of advice and kit recommendation is rooted in personal experience – countless walks, daring climbs and stories shared around campfires. We’ve explored new trails, pursued the first light of day and braved the elements.
So, count on us to guide your outdoor adventures with people who love the outdoors as much as you.See more
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