Ultimate Outdoors Avis 6 910

Please stay away from this company.They are terrible with after service.I buy regularly outdoor websites as I do.High altitude mountaineering, they failed to deliver to my property, and I Ve been chasing them for over 6 weeks now.I have sent over 10 emails and spend hours on the phone.They don't reply back, and when they do, they say they have lost the information, stay away from this company, saving money.Sometimes doesn't always work.I still haven't had my money backstay away from this company saving money sometimes doesn't always work. I still haven't had my money back.

WOW SuperFast Delivery Great items Awesome price

Have ordered a Westlake bivvy table.
Just arrived. I felt the legs are very fragile and just had a query that even though I have a two year guarantee. If a leg gets broken can you get a replacement?
In my experience I would say no due to that the contact details I have in my order I am unable to speak to a human.
Not impressed for an item that was not cheap

I purchased a tent and a few accessories with this company which came to a substantial amount. Upon opening my parcels two items were missing from my order. I was told to check the order sheet as they might come at a later date. I checked it and the missing items were on the order. I've sent numerous messages to their customer care department who say if you respond to the message you keep your place in the line. I've sent 5 messages now and still had absolutely nothing back off them for days.
This is how they treat their customers, no apology, no care, no refund and just expect you to take it on the chin than two items are missing from my order. Disgusting

In response to the feedback from UO below - I spoke at length with your representative (when I eventually managed to get through) - she was immovable due to the very strict exchange policy with this Company. I now have a pair of shoes that cost almost £60 that are of no use to my son - it mattered not if the exchange was of greater value either, so a very poor business model from UO & an insult to customers when the economic climate is so dire - I certainly do not have £60 to waste! Original review below:

I wanted to exchange a pair of walking shoes bought for my son to mid walking boots (as he needs ankle support). Due to having been away, when I attempted to arrange for an exchange I was slightly outside of the 28 days return policy but didn't see this as a problem as I was looking to exchange. The customer service contact is poor, emails sent requesting information on how to go about the exchange were not responded to, which extended the time frame & when ringing there was an extended wait for the phone to be answered. The staff member said that online orders did not have an option to exchange goods & as I was outside of the 28 days return window I could not return the goods either. I think this is completely inflexible & poor policy by Ultimate Outdoors - I would not use again.

Lewis was amazing helping me make a decision on the right kitchen unit and camping stove for our weekend trips in the campervan. He made units up to check dimensions and answered numerous questions related to gas cylinders too. Christine was also a great help working with Lewis on confirming the advice. Ultimate Outdoors should advertise more about the equipment they have in store it is amazing. Thank you!!

I popped in just to pick up a few items - a small shopping outing for an upcoming trip.

Very helpful staff on the shop floor and at the payment till.

Ordered online. Phoned to cancel within ten minutes. For some reason, the order arrived. Three phone calls to customer service before they sent me a return label, promising a full refund including postage. Guess what.... No postage refunded.

Rather than a bot automatically telling me to contact you, why not get a real person to contact me?

Still waiting after numerous ai emails. Will someone please refund the postage as promised

Excellent service when I went earlier today. The salesman Ryan.A was extremely helpful, giving me suggestions and helping me find everything I needed. Honestly if he wasn’t there I wouldn’t know what to buy. Overall I had an amazing experience and everything went very smooth!

Paid extra for next day delivery. Nothing arrived 4 days later. Asked for an invoice no reply from customer services after 4 days. What ever you do don't buy from this company

Customer service has been absolutely shocking. I was promised a refund due to an issue with a address. The didn't cancel order although I called them minutes after placing it. Following multiple emails attempting to ascertain how and when this would be actioned, I have simply given up as the communication has been so poor. I'll purchase elsewhere in future.

I’m a fisherman and I was looking for a certain seat box which was showing online as only being in stock at this company. Seemed a bit suspicious. I was a bit dubious so I messaged them on their site and I emailed them. The chat feature on the site said there’s only 1 in stock so you best leaving it because it might have already gone. T’wasn’t what I wanted to hear but it is what it is.
Then I had a reply to my email a week later saying no problems with ordering as we have 14 in stock which just had Pinocchio written all over it. So now I’ve had 2 responses from the same company that were both completely different. I’d kept my eye on this site for a few weeks and it was still showing available so curiosity got the better of me and I ordered it on my credit card and through PayPal to protect myself should they not have it.
Well I received an email confirming they had received my order almost straight away so then I thought I wonder. So I went online within 5 minutes and searched for the box and guess what, it wasn’t available anymore and this was on a Friday evening so I don’t think it had been picked yet. The following Monday I received an email saying it had been dispatched but there was no tracking available and guess what? They got that one wrong as well because when I went onto their site and logged into my account there was a tracking number and I tracked it and it was delivered as and when the tracking showed. The box is great and the tracking is very handy but seriously Ultimate Outdoors I think it’s time for a change of management and a team meeting because your communication and misleading info is absolutely shocking

Order number 660934153

We ordered a Berghaus drive away awning on the 5th July, 3-5 days delivery, phoned customer service on 12th July and we were told it was lost in transit but a replacement would be sent straight away, phoned today as no dispatch notice and we were told it isn’t despatched yet and now wouldn’t arrive by the 16th July when we needed it for, even worse it’s going to take days to get the money back and we are left having to buy another one from a shop 30 miles away. This is by the worst service I have had in years!

Avoid this company – unreliable warehouse

I ordered a pair of collapsible walking poles and paid extra for next-day delivery, as I needed them for a walking trip in four days.

What arrived the next day? Just an A4 envelope with the holder and instructions – no poles.

I called customer service (after a 15-minute wait, including a long message you can’t skip). They said they’d send a replacement for next-day delivery.

The next day came, and I received no dispatch note from them or the courier. I called again – another long hold – only to be told the replacement hadn’t even been sent.

I told them to cancel the order since I was heading to Scotland the following day and they wouldn’t arrive in time. They agreed.

Then, ironically, the next day I got a dispatch confirmation.

When I returned from my trip, the package had arrived – but it only contained one walking pole, even though the packaging was clearly made for two. Someone in the warehouse had removed one.

Now I’m having to call them for a third time to sort this out. It’s been a complete waste of time. Their warehouse clearly has no idea what they’re doing. I wouldn’t recommend ordering from them.

First aid kit has limited expiry dates on products.
Impossible to email or speak to anyone

I purchased a pair of Scarpa GTX walking boots in April 2025. The following month I noticed that a split was beginning to develop on the right boot where the leather meets the sole. I raised the issue with Ultimate Outdoors who, after me sending photos agreed to take them back for assessment. I was shocked to receive the same boots back 3 weeks later with a letter saying “no fault found”. I have emailed them again asking for reconsideration but heard nothing back. I’ve no doubt I’ll get some luke warm responses to this review trying to renage them from responsibility but there is clearly an issue with the product and for the price of these boots I’d expect better customer service.

Great prices on quality brands, quick shipping and item was well packaged. Would use again and recommend

I placed an order with Ultimate Outdoors ordered on a Saturday lunchtime and paid for "DPD 5pm Next Day".

Despite taking (additional) payment for this, Ultimate Outdoors instead shipped by Evri, and inevitably by Tuesday night Evri had still not yet even attempted delivery.

I relied on UO's promise, and paid more than other merchants were charging, for prompt DPD shipping. The result cost me even more time and money.

I am still awaiting both a refund, and confirmation that UO have corrected the false and misleading information on their website (as of over a week later they have not).

I ordered a few items and was concerned when one package arrived one day but with only the gas canisters in.

I contacted customer services, their email back contained the FAQs (auto reply) and said if I hadn't find my answer I should email back or they will think it's been resolved and lose my queue space. I emailed back about where the rest of my order was (tracking didn't work)

I had an email the next day explaining and letting me know the rest of my order was arriving later that day.

Really pleased with my items, my cool bag on wheels is super!

Sam really helpful and Kaliiah

Also great greeting from anothrr staff member

Very impressed

Good deals on hiking boots