Rohan Avis 

It is with regret that I feel the need to write this negative news, but I have given Rohan the chance to contact me regarding my experience, but they have not done so.
I purchased a pair of trousers from the Bridgend branch, but wanted to return them to Hay-on-Wye.
The lady at Hay-on-Wye told me that it was normal procedure to send these back and then I would get a refund. I accepted this.
However, time went by and I recieved no refund. I phoned Bridgend and Rob, who was brilliant, stated I should have received a refund there and then.
I then phoned the Hay-on-Wye branch but the lady repeated that it was policy to send them off.
After no refund, I phoned customer service, where I was told the policy is to refund at the shop. I was then given a refund.
I am disappointed by the Hay-on-Wye branch and the way they gave untrue information.
I am also upset that I haven't received a phone call from Rohan as I asked, to share this.
I have since heard from Ellie from customer service, who has assured me that my complaint has been escalated. She dealt very professionally with my issue and as such I havecadjusted my rating.
Please 'Rohan' match your quality of product to that of your dealings with customers.

Drove to the Lake District this weekend to specifically go to Rohan.

I can’t believe Rohan a company I thought was for travellers and walkers has sold out to “fashion” ..having tried out trousers in Ambleside and Keswick then later at Gretna all the ones I tried were “skinny” they looked ridiculous like jodpurs! There was very little stock in my size and my wife found nothing ( unusual for her) .
I have been buying from Rohan for years in fact my wife and I unconsciously were completely dressed in Rohan gear this weekend ! However , I have for some time now thought Rohan’s quality and design have been lacking . The prices seem to have shot up too….. my son saw a fleece shirt( half zip thin fleece) that cost £120 ! Which must have cost less than £5 to produce ! His words were I quote “ what a rip off”

In summary , we think our long standing buying from Rohan has now come to an end they are now a pure fashion brand and not a brand for travellers or walkers. The prices are just too much nowadays! I fear like so many brands they will be consigned to history on the outdoor high street!

I have been a big fan of troggings in the past - well made, roomy without being big - cut generously around the thighs, knees and seat. And still enough room to wear leggings underneath in colder conditions. However, my latest purchase was very disappointing. The dimensions are not as good if laid flat against my existing pair, tight across the knees - yet one of the areas where you need greater flexibility. Also, true fabric is not as superior. I understand there is a new design team in place and it seems their remit is to cut costs - cheaper fabric, and smaller dimensions. This has happened with the reintroduction of their amblers - thinner material and crease easily. This is the second review I have posted - the first being deleted - presumably because it is negative feedback and below 4 star rating. No private response from customer services judging by reviews on Trustpilot, where latest reviews are negative and where I will also post this review.

Bought some clothing items at the weekend from the Durham Branch. Staff were very helpful and took time to assist me with my choice. When I got home I decided the jacket was in fact too big, so chose to return it. I work in Newcastle and so returned the jacket to the Newcastle Branch. I thought I might have had an issue as the jacket was a sale item, but the staff at Newcastle were also very good and processed a refund without issue. The refund hit my account one day later.

Could not ask for better customer service and I will purchase more items going forward, based on clothing quality and professional service from the staff!

Extremely happy with my purchase. The two staff from the Covent Garden branch were very helpful.
After a very long time of searching for the right coat, I finally found it. It is exactly as I wanted it: long and waterproof.
I bought two coats, a pair of gloves and a small neck protector (not sure exactly what is the correct word for it). The rain coat I already tested it and I more than happy. The winter coat is about to be tested and I'm sure it won't fail the test.
Highly recommend it.

I bought a Merano Wool Crew Neck Jumper and found it so thin that it didn’t provide any warmth at all.
Generally Rohan garments are very good or excellent and when I walked the Pennine Way for charity I wore exclusively Rohan.
So I reluctantly wrote a one star review in Rohan’s website. This was accepted. But now my review has been censored and Rohan’s website shows no reviews for this garment

I bought a pair of trousers described as water resistant. However after a walk with my dog, for about 30 minutes my legs were soaked through at the knees. I have been battling with Rohan for a refund who say these trousers are not meant to stay dry in the rain!!! Only to repel light showers. However it does not say that on their website.
I have used Rohan many times and have the same trousers that have remained waterproof for years.
The quality is unfortunately not the same and the company does not honour its guarantee. I now doubt that I will get my money back.

Hello.
I have enjoyed Rohan products for many years however I am disappointed now in the lack of
clarity and customer service online.

This is my first time buying from the Black Friday sale and have found it painful.
Having chosen my items adding to over £200 I then found the website said the server
was not responding. Coming back later some of the items had sold out so I chose those
remaining, then I then found the postage would be £35.

I then found another email with a code
(See enc screen grab)
This failed to work.
So sadly I will not have the items I wanted and you have lost a sale.

I am very dissapointed.

I would be interested in your feedback.

The two members of staff at Inverness branch chatted at length to my husband and dogs but did not even acknowledge me when I went to choose clothes. I was offered no assistance whatsoever in reaching the clothing or finding sizes. I could not even see a member of staff to ask for help. I was hoping to purchase several garments but, after trying on the garments I could reach and being unwilling to undress and dress a third time to look for more, I left empty-handed. One member of staff was perfecting a card trick and both were busy chatting. No wonder I saw no other customers.

Thank you your products are mostly always excellent.
Some things seem to have lost quality .
Some of your older designs would be welcome back .
Like jacket under Outdoors coat with button up neck,
what you have no longer has same style or quality.

Clear, easy to use website. Prompt delivery. Goods as described.

This guy is a fraud. My vehicle was never delivered to me. He did not comply with CMA CGA requirements and did not pay the fine. He never responded to me after making promises. It’s been over a month since my vehicle has been on his possession. He’s a THIEF!!

Excellent product, excellent service!

Delighted with customer service, damaged sustained on trousers, collected by Rohan and exchanged FOC within 7 days

I have been an avid Rohan customer for many years and when I received their latest brochure in the post it included 2 items I was keen to purchase.

I went online to order them, as directed in the brochure, to find both items were not listed. I rang Rohan and they confirmed that the items were not yet available to sell and that they had no idea as to when they would be.

its a worryingly disorganised/incompetent company that expensively sends out a brochure to promote its new range yet is unable to make a sale as they have not received any of their new stock. It begs the question as to whether the company has tried to grow too quickly.

Worst Customer Experience – Rohan Norwich (Manager: Angie)

My parents, who don’t speak English, bought a £350 waterproof jacket at Rohan Norwich. The very next day, they discovered a huge stain on the front. When we went back to exchange it, the manager, Angie, flat-out refused.

Instead of showing basic respect, Angie kept repeating that “her staff would never sell a stained jacket” and accused my parents of dirtying it themselves. This is outrageous. My parents are devout Buddhists – honesty is a core part of their life. To be treated like liars over a jacket was insulting and cruel.

Angie offered zero real help, just a cold phone number for head office, while making it clear she and her staff would “testify” against us. That’s not professionalism – that’s arrogance and dishonesty.

This jacket was supposed to be a 60th birthday gift for my mother. Instead, it left her feeling humiliated and guilty. I had to take my parents to another outdoor store in Norwich and buy them new clothes just to cheer them up.

We travel the world for hiking and outdoor gear. This was our first time with Rohan, and it will be the last. Angie’s attitude was the worst customer service we’ve ever experienced. Outdoor lovers deserve better – there are plenty of brands far more professional and respectful than Rohan.

The unprofessional manager is clearly the biggest stain on Rohan Norwich — unprofessional, arrogant, and utterly unfit to represent any brand.

I bought some sera linen trousers in my normal size 14.
The waist was huge and no way would the trousers stay up. I was walking around with them hanging from my hips, very builders bum like.
I had to undo the waistband and remove 2 inches of elastic on each side - that is 4 inches in total!! They now sit much more comfortably.
When I was in my 30s I could just get into size 14. Now in my 70s, my waist has expanded but Rohan has experienced even more expansion in the waist area.

The company now seems to be too lazy to produce clothes that fit and are fit for purpose thinking they can continue charging their high prices for junk.
I recently had to return new Zenith shirts because the pocket zips were unusable and just jammed at first use.
I thought I would try the Pennine shirts instead as there was nothing else vaguely suitable with pockets.
They are completely untailored, just a stupid square piece of material with a waist as wide as the shoulders.
I thought I could ignore this, but as noted by other reviews, they are completely unwearable in warm weather, or if you do any sort of walking, as the material is completely non-porous and fills with sweat.
I have never known any material like this before - it is like wearing a plastic bag.
Rohan has completely lost the plot - I will stick to Craghoppers and RAB etc.

FREE RETURNS. There are no free returns with this company. I ordered a shirt, but I was not satisfied with the material. I returned it the same day. With a postage charge of £3.60, and then my refund was short by a further £3.60..
There you have it: £7.20 to return a shirt. Buyers beware.!!!!!!!

Over the years have bought a fair amount of Rohan gear online and in-store but not any more…I am done with them as a company. On the odd occasion I have required a return for sizing issues getting a prompt refund from them is an unreasonably protracted task. Talk about slow! In speed terms it makes a pony express seem quick which only leaves me to conclude they are either grossly inefficient in their processes or it is a policy by design, and I suspect it to be the latter because in this day and age there is simply no excuse for it. I’ll be going back to Mountain Equipment or Montane gear retailers in future.