Cotswold Outdoor Cambridge - Cambridge

Thisath R.

I was looking for a pair of waterproof running trainers. Didn't expect to purchase on the day but James from the staff was super helpful and talked me through a variety of options and sizes. Found the perfect pair so was happy to purchase there. Great experience!

Emma L.

I went for a walking boot fitting today and was not disappointed! The lady serving me was very knowledgeable about the different styles and options for my needs and explained everything thoroughly. Great, friendly service and I would definitely recommend. Thank you Cotswold Outdoor Cambridge!

Jamie F.

The woman who served me was excellent, friendly and efficient. It helped that I came in knowing what I wanted but she also helped with a couple of other purchases. She was quite busy but managed to give the attention required to all her customers.

Hadid

Amazing service and staff! James was super helpful with doing all the assessments and getting me the best running shoes for my fit! If you’re looking for a new pair then I highly recommend 🙂

secondhandcar S.

They hold their customers responsible for their incorrect sizing and technical info
I ordered a jacket from Cotswold outdoor online store, having used their filters to select an insulated and waterproof jacket.
It displayed the Montane Mens Phase Pro Shell Jacket.
When it arrived it was immediately obvious that it was not insulated.
I called Cotswold outdoor, they accepted their website did not return the correct results from the filters selected, and only because I had proved it to them (as they replicated it their end) over the phone they would collect it from my home free of charge, normally they would consider the customer responsible and charge them or make they drive to a post office etc and pay to return the products. It is likely many other customers have been charged to return for the same reason as they did not know to ask for the company to cover this.

I then ordered Montane Mens Phase Pro Shell Jacket instead, after having spoken to a product expert at the cambridge office,as I had had a dispute with Mr Dan Riley in the pasted, where he blamed me for selecting the wrong size and wanted to charge me to exchange for the size that fitted. (I asked him to raise this with management and amend their returns policy with senior management, but they refused to respond, instead continuing to charge customers instead, even though I had demonstrated how they were acting in breach of the consumer protection act) I had demonstrated to him how even within the same brand the sizing can be different and so customers end up the wrong size when they have done all they could to avoid it.(even when using the size guide on their website).
The product expert at cambrideg told me I should order the same size as other products I had orderd from them. I told them I had an XL RAB jacket she said to order the product I wanted in the same size. She agreed that the sizing varies within brands and is even more variable between brands.
When the new jacket Patagonia Mens Lone Mountain Parka arrive in XL as advised, it was massive and way too big for me despite the directions from the product expert.
Again I called and managed to persuade the person I spoke to not to charge me again for an exchange, they said they were doing this only as discretionary and that their returns policy would normally require customers to pay even though they had used the size guide and they ended up being wrong.
I have had extensive exchanges with Rochelle a senior manager and asked they they amend their returns policy as it is in breach of the Consumer Protection act 2015, but she refuses. I have asked that I get a response from the senior management team with a categorical upholding of my formal complaint or an a rejection so I can take it to the retail ADR, but she has said I am unlikely to get one.
This is a requirement of Uk retailers, even the Cotswold outdoor's complaints procedure does not include details or direction of how to refer your complaint onto the Retail ADR, this is known as prescribed rights and must be contained in retailers complaints procedures if you reach the end of their complaints procedure and are not satisfied and want to take it up with an independent body.
It seems they want to be right even when they are wrong and don't want customers to be able to get an independent outcome.
Their returns policy is in breach of the consumer protection act 2015
- (1)Every contract to supply goods by description is to be treated as including a term that the goods will match the description. The goods did not match the description as they do not conform the size guide

- (4)Any information that is provided by the trader about the goods and is information mentioned in paragraph (a) of Schedule 1 or 2 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) (main characteristics of goods)is to be treated as included as a term of the contract.

Elliott Y. R.

Staff was lovely, had an employee named James and he was very informative also incredibly kind

Human M.

Staff was very helpful and fun to speak with, we had James help me & my brother out. Would come again

Stephen H.

I visited the Cambridge store on Sunday 20th Oct and accidentally left my phone there - my wife contacted them and they’d saved my phone for me - wanted to say a big thank you to them as I didn’t get a proper chance in the shop - also to thank them for the photos - made me laugh!