Cotswold Outdoor25 reviews
This score is based on 25 genuine reviews submitted via BritainReviews since 2019.
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By the third day I’d stopped refreshing the tracking and started muttering to myself. The parcel hadn’t turned up, and I’d been told if Evri messed up Cotswold would resend next day. Turns out “resend next day” = they only use Evri, so that option was a bit of a non-starter. I asked for a refund when nothing arrived and got a yes, but only after Evri had already marked the items returned seven days later — which, frankly, felt slow and a bit sloppy given they hadn’t fulfilled the original delivery promise. I tried to get an explanation and even asked to pass feedback to the logistics manager, no proper reply. The bright spot came when I found the same stuff cheaper and, oddly, better quality at a local outdoor shop. Ordered there, came next day, and I actually felt relieved — that’s the moment I knew I was satisfied. If you’re buying, check who does the couriering and don’t assume “next day” on a website means anything unless it’s spelled out. A clearer policy and better communication would do wonders.
Not what I expected from them
I bought a few things and the delivery itself was fine — arrived when they said it would, packaging intact — so that part deserves a nod. The real problem started after a couple of wears. One top I paid decent money for began to pill badly after only three washes, threads starting to pull and little bobbles everywhere. That wouldn’t be so bad if there was a straightforward way to get it sorted, but their aftercare and warranty approach left me cold. I raised the issue and was told that pilling is just “day-to-day usage” and not something they would cover. I tried to explain that a garment that looks worn after a handful of washes isn’t fit for purpose, politely asked for a manager call-back and that was brushed aside. The whole tone of the responses felt very procedural — canned answers rather than someone listening.
Still comfy, but the warranty? Hmm.
I’ve been wearing the Jack Wolfskin Refugio boots I bought in January for easy weekly hikes and dog walks — nothing hardcore, just rolling hills and muddy paths — and they’ve been proper comfy from day one. The fit was right, tongue sits nicely, the cushioning under the ball of my foot feels springy and supportive, and they’re lighter than I expected, which makes them great for bashing about town as well as the countryside. I liked them so much I reached for them most mornings; they’ve become my go-to, which says something. Then, after a while, I noticed small holes appearing in the insoles where the ball of my foot rests and a tiny tear on the outer sole in the same spot on one shoe. Bit annoying, I thought, especially since I reckon I haven’t been hard on them.
I got in touch with customer service and they were polite — asked for photos first, which I sent, and then said I’d need to post the shoes back at my own cost or drop them at a store so Head Office could inspect. That part was a faff; I did as asked and the shoes were returned by Evri. The Head Office decided not to honour the two-year warranty, saying it was a “fit issue”. I honestly never felt a fit issue, so that explanation felt thin. To their credit, the staff (Haydn emailed me) were apologetic and upfront, but still — disappointing outcome.
All that said, when I wear the boots they still feel brilliant underfoot and have been excellent for everyday use. So, if you want comfort and a lightweight feel, they’re worth a shot — just be aware the aftersales might not be as straightforward as you’d hope.Oddly relieved in the end
I remember the exact moment I felt a bit relieved. It was after several calls and emails, when a supervisor finally said there were no black marks on my file and explained that the cancellation was down to a cautious internal policy about high-value items bought with Klarna. Not a brilliant explanation, but at least it was honest. Before that, the whole thing felt like being shuffled around without much of an answer.
Too much faith in shop advice, too little consistency
the boot specialist there told me the opposite — that for hiking boots you generally need a half or full size up to allow toe movement. They checked the boots for return but found a small scuff and refused the return. So I’m stuck with a pair of 9.5s that one store confidently recommended and another store said were too small. I’ve bought expensive kit before from other retailers and had consistent, helpful advice, so this clash of guidance was a real surprise. My main gripe isn’t the cost — I expected to pay — it’s that two trained staff gave directly contradictory advice about sizing, one with the scanning tech to back them up, and there’s no clear company-wide position I can find. The inability to return because of a minor mark feels harsh given they advised me in the first place, and I’d have hoped for some flexibility after a genuine fit problem discovered on a hike. Overall I still like the shop’s range and the idea of professional fitting, and I appreciated getting the scan results by email, but the inconsistent customer service and the way the return was handled has knocked my confidence. I’m slightly enthusiastic about trying other models, but only if there’s a clear, consistent approach across stores and a kinder returns policy when a recommended fit turns out to be wrong on the trail. I want to ask the head office: which instruction should I follow — go down a size or up a size for hiking boots? And can the staff be trained so the advice isn’t a lottery between branches? I was ready to spend serious money because I trusted the brand; I just want consistent, sensible service so I don’t have to second-guess every recommendation.
Boot purchase for bunion issue
I popped into the store at Rushden Lake recently and I have to say, I was really impressed with the service I received. It was a bit of a trek to get there, but I can confidently say it was totally worth it. I spent ages trying on loads of different pairs of boots because I have a bunion problem, so I needed something quite specific. The lady who helped me out was so patient and friendly, she really went the extra mile to help me find the perfect boot for my needs. What's more, she even took the time to have a little chat with me about my upcoming Everest base camp expedition and suggested some extra gear I might need, like walking poles, which hadn't even crossed my mind. I'll definitely be heading back closer to my trip to pick up the rest of my equipment from there. A big thank you to Caren, who was juggling two customers at once but still managed to provide top-notch service.
outdoor clothing and equipment
I popped into the shop the other day and I was really impressed by how great the service was. The staff knew a lot about the products and were able to help me find exactly what I was looking for. They took the time to go through all the different pricing options with me so I could make the right choice. I have to say, the service I got was top-notch and it made my shopping trip really special.
hiking boots
I recently bought a pair of hiking boots from this outdoor shop and I have to say, I'm really impressed with how they handled everything. When I had a problem with the boots, I got in touch with their customer service team and they really went out of their way to assist me. The help I received and their level of service after the sale was even better than I had hoped for. Also, when I went to their store in Manchester, the staff member I spoke to was really helpful and knew their stuff.
Coat purchase
I bought a coat from this outdoor shop the other day. I was pretty gutted with how it all panned out, to be honest. Got a refund notification out of the blue, no reason given. When I got in touch with customer services, turns out my order got cancelled cos they didn't have it in stock. Bit annoying, really. Had to wait another 5-7 days to get my money back.
Waterproof clothing wash
I popped down to the shop to grab some waterproof clothing wash, and the lady there was really lovely and so helpful. She assisted me in choosing the right one and was really friendly and professional. The store was easy to find my way around, and they had a great selection of items at reasonable prices. I'll definitely be returning there in the future!
Tried on boots
I popped into the shop and this great bloke helped me try on some boots. He was dead patient and really nice, even when my dog hopped into a box of boots! Unfortunately, none of them fit my odd feet, but I still had a cracking time.
Jacket, store collection, customer service
Hey, I've been going to this place for ages and they're usually great, but recently it seems like they've lost their touch when it comes to customer service! I phoned up to ask if they could send my jacket to the store for me to collect because I'm working away, and they just flat out said no! I mean, seriously, it's not that difficult, is it guys?
Hiking boots
I popped into the shop to find some hiking boots and was chuffed with the loads to choose from. The person who helped me out really knew their stuff and gave me some great tips on picking the perfect boots for my outdoor trips. Their advice made me feel sure about my decision to buy them.
Walking shoe purchase
Went to buy some walking shoes for a marathon and was helped by Amos. He found me the perfect pair and realised my feet are actually a size bigger than I thought, which explains the pain. There was no pressure to make a purchase, just really good service and a focus on comfort.
Quick and reliable outdoor gear purchase
This outdoor shop is so reliable. I ordered something not long ago and was seriously impressed by how fast it arrived and how pristine the items were. Sending stuff back was easy and stress-free, plus they gave me a refund right away. I can definitely say that if I ever need outdoor stuff again, I'll always go back to this shop.
Big order from their website
I ordered a bunch of stuff from this website and was really looking forward to it arriving. But you know what? It took forever to get here! I had to contact customer service, and all they said was, "Sorry, it'll be with you soon!" Then, when it finally did arrive, I was hit with a huge customs charge that I hadn't budgeted for. Why didn't they warn me about that when I made my order? And when I tried to talk to customer service about it, they totally ignored me! Not cool at all. I definitely won't be shopping there again.
Backpack, base layer, and odds & ends
While I was shopping for a backpack, a really friendly assistant came up to me and gave me some great advice. They were super helpful and chatty as I picked out a backpack. I then asked them for a suggestion for a hiking top base layer for my friend, describing his size roughly. The assistant found the ideal size for my friend and I also ended up getting a few other things. I was really impressed with the variety of products, the excellent service, and the great value for money.
Backpack and hiking boots
I ordered a new backpack and hiking boots online, but when I checked, they said they were out of stock and cancelled my order out of nowhere! I relied on them, but now I don't know if I can trust them again.
Bought a rad jacket
I recently bought this really cool jacket from that shop, and it is honestly the best thing ever! The store had some amazing stuff, and the staff were super helpful. However, I was a bit disappointed because I didn't get a receipt. How am I supposed to remember how much I spent on my awesome jacket? They definitely need to sort that out.
New hiking boots
I recently went to the Droitwich branch and had a really good experience with Matt. He sorted out the warranty for my hiking boots and now I've got a shiny new pair on the way. It was all really easy, and I'm really pleased with the service.
About Cotswold Outdoor
Cotswold Outdoor is a prominent British retailer specialising in outdoor clothing, equipment, and accessories. Established in 1974, the company began as a single shop in Cirencester, Gloucestershire, providing high-quality outdoor gear tailored for various activities including hiking, camping, climbing, and travel. Over the decades, Cotswold Outdoor has expanded its presence across the United Kingdom, offering products from leading brands and fostering a dedication to sustainability and expert customer service. With an emphasis on equipping adventurers for all conditions, Cotswold Outdoor remains a trusted name in the outdoor retail sector.
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Contact Information
Unit 11, Kemble Business Park, Crudwell,
SN16 9SH Malmesbury
United Kingdom
📧 customer.services@cotswoldoutdoor.com
Categories Cotswold Outdoor
Online shopping | Sport & Outdoor Reviews & Experiences | Children & Baby Reviews & Experiences | Fashion Reviews & Experiences
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Last update: November 2025
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Review with most votes
Its great
I love the service, the rate is good and other everything is great as well. i recommend you if you are struggling to choose it or not. Read onBy: Thomas watt