Landmark Stores Avis 39

Ordered and delivered on time
Perfect

Emailed several times due to having a faulty product at just over 12 months old, and they have ignored me, despite having chased them. I have contacted the manufacturer directly whom insists I must deal with the retailer, but so far it's drawn a blank. Very poor experience.

Read reviews before ordering from this store and wish I listened to them. I would not waste your time ordering from this company as they seem to be incompetent at organising their inventory. Ordered wellies in stock, to be told the next day they are not in stock. Very strange and never experienced that elsewhere. The same was said in several other reviews. Well done landmark stores keep up the bad service. What a waste of time will never go on the website again.

Went on to the Landmark website found what I wanted decided to purchase everything ok then after payment had been taken little while later Email arrived say they had cancelled my order and issued me a refund which could take up to seven days for me to receive. But when you Google the item I wanted it still comes up on there website still in stock i definitely wont use or try and purchase anything ever again from this company

Brilliant! ✨Ordered Holland Cooper trousers. Only store left to have my sizes. (5%discount new customer too)

Ordered on line but there was a mix up with payment as shopfy logged in and paid using a card I didn’t want to use! The shop refunded me the money almost immediately and let me buy again. All this happened on a Saturday, parcel arrived on the Sunday. Amazing place.

Super speedy delivery! Great deal and very happy with my purchase.

Little landmark store sale shop, just fabulous
Great stock great prices, staff just wonderful
Just love this shop!!
I have been visiting and buying from this shop for the last three years

This review refers to the shop in Broadway. I purchased a pair of Blundstone Boots in store yesterday and mistakenly bought a size too small. I returned today with my insoles that I wear in my walking boots and the assistant happily allowed me to pop these in and try the next size up, result was they fitted perfectly. Staff were friendly, polite and courteous. I walked away with a lovely pair of boots and treated myself to a new pair of Levis jeans, result!

Bought twice in separate orders and delivery was fast. no issues.
Had to return an item (buyer pays for the return, but was made clear up front). Used their return form and money was refunded basically the day it arrived!
From my experience so far, no issues would buy again.

Poor, Rude & Misinformed Customer Service at Landmark (Broadway)

My husband purchased a lemon Cotopaxi "Do Good" sweater from Landmark in Broadway on the 7th Oct 2023 for my birthday gift. When I tried the sweater on, I noticed the shoulder seams were defective as they prominently stuck out so it didn't fall over the shoulders correctly due to the manufacturing defect.

The item has never been worn due to the manufacturing defect, and I tried to return the item to the store today for a credit note or exchange, which was rudely and abruptly refused by misinformed (and uneducated) staff that seemed to have a rather high opinion of themselves.

We tried to return the item in-store today for a credit note or exchange, unsuccessfully. My husband could not find the receipt, but had digital proof of payment on his mobile phone. However, the shop assistants were able to locate the receipt on the till computer software system also, to demonstrate proof of purchase.

However, we were informed that as we are over the 28 days to return an item, a return was not possible. We were more than happy to receive a credit note instead, however, I managed to find multiple other items that would have cost £400 additional income to Landmark, if the exchange was accepted. But we were informed that it was still not possible as per the Landmark T&Cs on the sale of goods.

After returning home I looked at Landmark's T&Cs it states the following: "Clause 9. Faulty Goods: We want you to be pleased with your purchase. If you receive Goods that you believe to be faulty, please call our customer service department on 01386 854995 or email us at info@....co,uk", which implies that the store will provide a return, credit note or exchange upon a defective item. The sweater was not made by me. I did not sew its individual parts together to form a single garment, and therefore did not create the manufacturing defect. Only Cotopaxi would have created the defect via their manufacturing/sewing process.

As per Landmarls T&Cs, I have followed up Landmark with an email and photographic evidence of the defective top shoulder seams, to give them one final chance of promptly rectifying the situation by honouring a credit note/exchange under the T&Cs of their own sale of goods policy and under the Consumer Rights Act 2015 for defective goods.

Under the old Sale of Goods Act 1979 and the new Consumer Rights Act 2015, we are entitled to a credit note or exchange for a non-defective item, contrary to the advice provided by the Landmark misinformed sales assistants and store manager. Under the Consumer Rights Act, regardless or whether we were able to provide a receipt or not, if an item is defective then a full refund can be provided within 30 days or a credit note or exchange must be issued if the item is returned after 30 days of purchase.

The extremely poor and misinformed customer service also caused Landmark to miss out on sales of goods reaching an additional £400 yesterday, and any sales that we would spend at Landmark in the future.

The item will never be worn as it is defective. It is of insufficient quality and is therefore not fit for purpose to be worn, and should be returned to the manufacturer (Cotopaxi) by Landmark.

This is such a shame, as we've shopped at the Broadway landmark for the 7 years we've lived in the Cotswolds and have spent thousands there over the years, and have never experienced such poor customer service as today. But it will mean that we will be strongly inclined not not ever shop in the store again, as a result of the over-inflated egos of the store assistants. Not a great start for Landmark, Broadway for 2024!!!

Having innocently entered the smaller Landmark Store in Broadway, I overheard young, childish, loud, giggling, shop assistants with many boxes of stock on Trolleys.

In earshot I overheard “get out of the way” and laughter.

I said to a counter assistant on leaving, “Great customer service to be told to get out of the way”.

As a customer I must have been such an inconvenience!

After leaving the store I was publicly tracked down, whilst with my wife and daughter, by the unnamed (no workwear name badge, and a refusal to provide a name) mature female shop assistant to explain, (no ‘excuse me’) in my personal close space, that the comments were not directed at me. I asked the unknown mature woman to step back and lower her voice (I felt embarrassed and the accused, I have no idea what passing visitors to Broadway must have thought of the situation created) and that despite her protecting the staff, I had still overheard the comment made and that it was not my fault, but factual.

Before I could suggest the staff to lower their voices and be customer aware, Landmark’s self-appointed, righteous, travelling representative placed her hand close to my face, with many people milling around, and told me (loudly, to be in my opinion centre of attention and seen to be most important) that I was being aggressive, at which point she, with great stage presence, stormed off.

I looked back (in total shock and disbelief of the escalation of the mature shop assistant’s attitude) to witness her talking to people, pointing at me and my family.

I walked back to the shop listening to her trying to gain support from people at my expense, en route.

I approached the shop, remaining outside. I asked for her name, she refused, she told me to move, although she filled the doorway, to allow valued customers inside, each giving me ‘a look’, making me feel further embarrassed as they entered the shop only to be encouraged to offer her sympathy.

I asked to see the Manager who arrived outside from another part of the building. She first gathered the information from the mature shop assistant in the store; I could hear the subjective loud and dramatic account, as could the rest of the customers in the store.

The Manageress came out and I explained quietly (out of respect and natural demeanour) the course of events. The Manageress listened and was apologetic. She asked what I’d like to gain from the situation and I repeated that young staff should be reminded about customer experience and I requested an apology from the mature shop assistant.

The Manageress did her best and went back into store and I clearly heard the mature shop assistant refuse. I felt sympathy for the Manageress as she had tried to action my request but the shop assistant had overridden her request.

Had the mature shop assistant apologised, we would have parted with me wishing her a happy new year and the offer to shake hands, despite my ordeal.

The mature shop assistant initially wanted to rectify the alleged ‘misunderstanding’, which is admirable but if she wasn’t prepared to receive experienced, objective, calmly delivered advice her goodwill was negated.

The Manageress explained they had encountered a ‘post Covid’ like rush of late and at least three cases of aggression experienced in store.

Not my fault.

The person involved should not be customer facing, mature enough to control stress and to obey her superiors.

I dread the day that the Manageress has to encounter the wrath of the mature female counter assistant.

This event completely ruined our trip and as a sufferer of early onset Parkinson’s Disease (hence the support of my wife and daughter to take me out on an enjoyable day) later resulted in illness due to stress.

Not all incurable, progressive and degenerative brain diseases are visible.

Busy or not, the customer should always be placed first, listened to and supported to an amicable conclusion.

This staff at this particular outlet place themselves above polite and genuine customers, some of which may have many decades of experience in creating successful businesses built upon supreme and monitored quality of customer care, with well-trained, happy (despite stressful roles), customer focused and professional staff - their personal issues do not reflect in their attitudes and are catered for.

Very, very disappointed and a rare day out with my family ruined by the actions of the very first shop we entered.

Every other shop, all by far much busier, caring and welcoming throughout.

AND NO RESPONSE!

Really low price, posted on the same day it was bought, arrived next day and nothing wrong with the item. If only all online retailers could achieve this seemingly impossible feat! 5/5 and will be checking Landmark out in future.

Just received a Patagonia fleece from Landmark and it arrived safely and was well packaged. I was a little nervous about ordering from a shop that I hadn’t heard of but they have been fantastic and will happily recommend and order again. Thanks!

Regretfully, I had to make a return of of an item that did not fit. The business refunded the full amount immediately. The item had been beautifully but ecologically packaged and the company's communications were excellent. I would be very happy to purchase other garments from them another time.

I have never used or heard of this store before. Landmark came up as the cheapest result when I searched for a Patagonia retro fleece. My experience was excellent. Item arrived quickly. Very nicely packaged with the fleece wrapped in tissue paper and a bio-degradable landmark branded carrier bag underneath the shipping package. The item was shipped with DPD so I even got an 1 hour delivery window on the day the package was going to arrive. I will definitely be checking out the landmark store for outdoor clothing in the future. Thanks, Damian

I saw some mixed reviews on trustpilot so i was a bit cautious at first. But my experience has been 1st class.

I ordered a cotopaxi batac del dia backpack. Which means you will get a totally random colour due to the way they're made.

But I emailed landmark and on purchase told them what colours were my preference and they were very friendly, quick to respond and accommodating. It wasn't an exact match to what I wanted but was more then close enough and I love the bag I got.

Also the bag was dispatched within a day and arrived the very next day so super quick delivery as well.

Highly highly recommend, thank you all at Landmark.

My first time using landmark which I was a little unsure about as I or non of my friends had ever bought from them before. The item I was after was out of stock everywhere else I had looked for weeks and on the off chance was in stock at landmark which seemed too good to be true. However placed the order and the item has arrived super quick, well packaged and I got regular updates about my orders delivery which I really appreciated. Great service, would definitely use again and will recommend to my friends and family

This company were absolutely brilliant to deal with. I ordered a Barbour jumper on 30/11/21. It was too large, so I repackaged and sent it back, according to their very easy to follow instructions, requesting the next size down. The new jumper arrived this morning. Only a ONE WEEK turn around. That is great! Jumper is stunning too.

Visited Landmark Walking in Broadway, Cotswolds 16 Sep 21 and received outstanding service from Michelle who is so knowledgeable and helpful, she is a credit to Landmark. It was very important we acquired the right walking boots, there was no hard sell as I felt Michelle was passionate that we left with the right equipment that suited us for what we needed. Highly recommend and will be returning again.