Ultimate Outdoors Avis 6 910

Buying was made easy by Ryan.s as he was able to tell me what I needed for my camping trip

Kim was very easy to talk to and made sure I got the best deal available for the walking shoes that I purchased.

Brilliant customer service from Leah P today when I was looking at toddler carriers. Went the extra mile and also helped me to the car with everything.

Great range and good prices too.

Thanks so much Leah!

Bought a camping stove, Ryan A was very helpful trying to find out all the information we needed, looking on different websites etc. He then price matched the online price for us which was cheaper.

Excellent customer service today from Kaliah as we bought some kit for my daughter’s DofE

The staff were phenomenal. Libby went out her way to give us the best customer experience and was so helpful. Thank you, would definitely shop here again

Edit after reaching out to their customer service: I was told the box is designed to protect the contents so unless theres obvious damage there is nothing theyre going to do, but I can reach out later.
They completely ignored the main complaint that they don't care about the condition that your goods will arrive in or how much life span has been lost by rough couriering conditions. Again, would highly recommend ordering from any other outdoor company that cares about their customers.
Sadly 1 star is the lowest you can rate a company here.

Box my tent and other items came in was damaged and torn open, inside there was a single piece of cardboard paper thats supposed to protect the items but does absolutely nothing for it.

The lack of care in shipping shows a callous disregard for their customers and the lifespan of their products.

I cannot recommend ordering online from them.

Delivery and product are fantastic, but unfortunately I've been spammed by this company daily ever since with no unsubscribe option..

We needed to get some new equipment for an ever growing child, firstly some new walking boots. We were approached by an assistant, Christine, who had heard us mention DofE and wanted to point out the discounted boots for DofE members. They then helped us get the right size boots and showed us how to lace them correctly. They then spent a significant amount of time with us around the shop helping us get all the other items we needed. At no point were we pushed into expensive items or felt pressurised into a sale. Highlight was them bringing me my phone and car keys I'd casually left when trying on the boots!
All in all they made the whole shopping experience so much easier!
Thank you Christine!

Bought a £99 pair of Merrell GORE-TEX walking shoes from Ultimate Outdoors. Within two years, the upper toe rubber separated from the sole — a clear manufacturing fault, not general wear and tear. I provided photos, proof of purchase, and requested a proper inspection under the Consumer Rights Act 2015.

Their response? Dismissed it instantly. Refused to physically inspect the shoes. Repeatedly hid behind the expired manufacturer warranty — which has nothing to do with their legal responsibilities as the retailer. They ignored their own terms and offered zero resolution.

Emails were cold, templated, and robotic. No ownership. No concern. No accountability. As someone who works in frontline services and has trusted Merrell for years, I expected better.

Ultimate Outdoors is owned by JD Sports, so this is not some small shop — they should know the law and follow it.

I’ve now reported them to Trading Standards, the Retail Ombudsman, and Merrell directly.

Avoid this company. If anything goes wrong with your product, you’re on your own.

I ordered an awning for our camper van on a Thursday and was told it would be delivered by DPD the following Tuesday. From Tuesday-Friday we waited for the delivery. For some unknown reason when it was dispatched we received emails from DHL so the delivery company had changed. Each day we tracked it and it never arrived. When we checked the tracking it looked like they had run out of time and taken it back to depot. The staff at Ultimate Outdoors were unable to phone dhl and some of them were very unhelpful. It took 4 days to cancel the order and get a refund as dhl were holding on to the parcel and the company would not refund until it was back to them. Absolute disaster I would never use this company or dhl again!

Great attention to customer care by Amy. She helped me choose the right rucksack and waterproofs for the journey I'm departing on soon.
She listened well to where I was going, the climate, what I was doing, before gently guiding me to what else might be useful.
Right at the last, securing me a discount by sourcing a price differential from the website!
Overall I'm very happy with my experience at Ultimate Outdoors. Glad I went to the shop and not online!

Amazing service and advice (and patience!) when purchasing my new walking shoes. Dan was so helpful.

I’m so grateful for Libby’s help today she truly made my shopping experience easy, stress free, and even enjoyable. I honestly had no clue what I would need for my daughter’s DofE experience before she came over to help me. Libby immediately understood what I was looking for, explained everything clearly, and made sure I had all the essentials. She was attentive without being pushy, offered honest and helpful suggestions, and her knowledge, patience, and positive attitude made a huge difference. It honestly felt more like shopping with a friend rather than just getting assistance at a store. Thanks to her support and understanding, what could have been a stressful and overwhelming task turned into a smooth and pleasant experience.

A great selection of rucksacks. We were particularly looking at Osprey. Pleased to see a good choice well laid out. One staff member approached to see if we were ok and guided us re’ rain covers. Libby was also very helpful at the till point, finding us the best price and all with a friendly chat.

Top notch friendly service from all staff, Barry knows his stuff about the outdoors!

Came in needing DofE equipment for my son and was helped by Ryan S who pointed out where everything was that we needed and even told me about discount if I showed his card. Thanks

I bought a pair of walking shoes through the website. I received a notification that their delivery driver had unsuccessfully attempted delivery and left it with a neighbour. Neither were true. We were home at the claimed delivery attempt, and our neighbour did not receive my shoes. It seems the delivery driver had stolen my shoes. Despite being legally responsible for the delivery, Ultimate Outdoors refused to take responsibility for the failed delivery. I strongly advise you not to give Ultimate Outdoors your hard-earned money - they will happily cheat you if it suits them.

I made an online order and immediately realised that I had accidentally left my old address selected for delivery. I no longer have access to this address and immediately got in touch with customer care to rectify the issue. However received an automated email saying that it simply isn't possible to change my address or cancel my order. So I tried calling - only for more automated responses.

This is surely a common problem people have and should be a simple fix - especially when the order values can be quite high.

I am simply left out of pocket with nothing to show for it. Terrible customer service, no humans involved - wouldn't recommend.

Many thanks to Teri for her great advice (and patience with my endless questions!) when she helped me find suitable footwear…. Very professional, friendly and not pushy. Would definitely shop there again. Thank you!