GO Outdoors - Warrington Avis 

Absolutely appalling experience, particularly for disabled customers.

GO Outdoors Warrington has to be one of the least wheelchair-friendly shops I've experienced. The entire store is crammed, cluttered and piled up with stock and displays, leaving extremely limited space to actually navigate in a wheelchair. It genuinely feels like trying to navigate a jumble sale rather than a professional retail store.

The attitude towards accessibility was even worse.

I was told that the accessible toilet is routinely used by staff and other customers because it is “just easier” and “closer”. Apparently whether a disabled customer actually needs the facility doesn't matter. There wasn't even a Radar key lock on the toilet, so there was nothing stopping people who don't need an accessible toilet from using it. An accessible toilet isn't a convenient shortcut or spare toilet. It exists because some people need it.

The checkout was another complete failure. The store actually has a lower checkout that is suitable for disabled customers, yet I wasn't offered it. Instead, I had to struggle to use a standard-height checkout from my wheelchair. When I explained the problem, I was told to “just pay on the machine”. The machine was positioned somewhere I physically couldn't reach from my wheelchair. So apparently the solution was for me to somehow magically become taller.

Meanwhile, multiple members of staff were standing around the tills chatting while customers were left to fend for themselves. There seemed to be plenty of staff available to talk amongst themselves, but remarkably little interest in actually helping customers, including a visibly disabled customer struggling with basic access.

This isn't accessibility.

Having an accessible toilet somewhere in the building and a lower checkout that technically exists does not make a shop accessible if customers can't reasonably use them. Accessibility means being able to enter, navigate, reach things, use facilities and pay without having to fight the store every step of the way.

I shouldn't have to explain basic wheelchair accessibility to a major retailer. I shouldn't have to struggle at a checkout that isn't suitable for me. I shouldn't be told to use a payment machine that I physically cannot reach. And I certainly shouldn't be made to feel that an accessible toilet is there for anyone who finds it “easier” or “closer” to use.

The Warrington store desperately needs to look at its layout, accessibility facilities and, most importantly, staff training and attitudes towards disabled customers.

Being disabled shouldn't mean receiving a worse shopping experience or having to repeatedly advocate for basic access. After this experience, I certainly won't be rushing back.

Excellent service & in particular Sue, who was very helpful

Very helpful staff. Especially Lena, sorted membership and managed to get £150 off a gazebo

Called in to get a light weight jacket for golf , Lily was very helpful helping me find one at a great price. I was then greeted with a lovely welcoming smile at the till by Charlotte, all in all a great experience.

The five star rating is for Warrington Go Outdoors employee , Becca.
After I had been waiting over 5 weeks for a small picnic table , that I had ordered and paid for online. Becca sorted it for me straight away. If Go Outdoors online system was as efficient and polite as Becca, they would have a lot more satisfied customers .

My second rating of 1 star is for the online system that originally showed the item in stock in the warrington branch. So, I paid and ordered it as a click n collect. The next day I was told it was out of stock and refunded the money , minus the £5 membership I'd paid. I then looked online at the Stockport branch. The were showing two in stock, so I paid and opted for click n collect . I received an email to say I would receive an email when it was in stock . But it was already in stock !
This was on August 8th. After countless emails , I had actually given up. I'd missed my summer break, which is what I'd needed the table for . And I had accepted the fact I would not be receiving the table or a refund.
On Saturday 19 th I decided to pop into the store , just on the off chance someone could help.

So , in-store 5 star. Online an embarrassing 1 star.

I know what I'll do first next time .

Easy ordering. Ready to collect within time frame quoted. Easy collection by way of helpful staff

Haven’t been informed that my item was in store , ready for collection . Tried to ring Warrington store all day and no one answered . Had to drive the store not knowing if my item would be there . Poor communication

Faulty item replaced on the spot, 100% a shop that i recomend

Sue made my experience yesterday excellent
She was very helpful and professional
Thanks 👍

Great experience as always in my favourite shop warrington helped by Barry for some some cooking kit an served by Danni with a helpful an smile attitude

We were served by Dani on the 8th September •••• very pleasant, & super efficent

Waited to long at the collection point with no way of contacting a member of staff.

From when I entered the store till I left the staff were very helpful, Mandy on the till was very helpful and a credit to the store.

Barry -Store Manager Warrington 100% customer service
Barry helped us find our ideal Tent and other items we were looking for.
We’ve even been back since to purchase other items and was greeted by Barry with the same professionalism , friendliness & knowledge service… 10/10
Thanks Barry we will be back.

Dani was incredibly helpful and friendly.
Service with a smile

Did not receive an email to inform me that a £500 item ordered on line was available for collection in store.

Rang customer service to query when item would be delivered to store and informed that item had been available in store ready for collection for one week and that the store would return item if not collected within 2 weeks of its arrival in the store, we were away on holiday so a possibility of not being able to collect purchase within this timeframe.

Went into store to collect item, the assistant wrote the order number down on his hand, (not a professional way of doing things)and went looking for the order. Store assistant totally uninterested when asked about receipt for item.
Did not receive a receipt or a confirmation email that order had been collected.

In my opinion a totally unprofessional way of managing orders and the collection process

I ordered, through click and collect, a cool box and 2 packs of ice blocks. They were out of stock of the cool box but carried on with the rest of the order without the option of cancelling the full order.

The on-line system needs to keep better tracking of stock levels and there should be an option of cancelling the full order.

I am motivated to write a review on the helpful, polite, friendly and professional staff at Go Outdoors. I have had particularly good service from Charlotte who has gone out of her way to assist me on several occasions, nothing seeming too much trouble. The reason I’ve given four stars not five is I have been disappointed with the shop supervisor who came to advise on a delayed refund. I felt his customer service skills somewhat lacking.
***In response to the reply from Go Outdoors thanking me for my four star review… Clearly they have ignored the fact I was dissatisfied with the supervisors attitude and lack of customer service skills. Humans or AI.?

Always very helpful staff. Went out of their way to help