Ultimate Outdoors Reviews 6.910

Ordered 8 maps for work a month ago. 6 days later, Evri emailed to say they'd delivered them. The parcel was nowhere to be seen, and nobody at work knew anything about it.
Approx 15 emails later, and a couple of calls, both with very long waiting times for them to be answered, the call handler told me that they could not provide VAT receipts for the original order or the refund. This is a highly unusual policy for Ultimate Outdoors to adopt. It is also a very simple and normal thing for a company to do. It's required for tax reasons, and also to reconcile company cards.
They also appear not to be able to put themselves in the customer's shoes. Why should I now call them to get a refund? It should be the other way around. There's been a problem. Therefore Ultimate Outdoors should resolve it, and call the customer to do so, if required. Why it was required, I do not know, since you didn't need my card details on the phone. Since you have a record of my card details, you also have a record of my phone number. It's pretty horrendous customer service and has been a struggle.

An absolute nightmare to get a VAT receipt from! If buying for business, avoid at all costs!!

Ordered an item with next day delivery before 5pm sat in allday waiting for the item and wasnt delivered. Called to chase up was given DHL number they had not got the parcel, asked for a refund was told I need to refuse delivery and so on.............. I had to chase the refund 3 days later which did come through but without the delivery charge so had to ring back and ask for my next day delivery cost back also.........just all-round poor service and then to refund the amount without the delivery which was the issue in the first place takes the p**S will not use again avoid!

Great quality hat at a fantastic price, fast delivery and great service from ultimate outdoors as usual, always get a bargain when I buy from you.
Thank you

Ordered 3 items next day payed Extra plenty of time to sort delivery about 24 hours later no update no updates had to phone up useless no help or anything said was going to contact evri delivery but they said they use DPD which is a lie no more information 7 hours later which customer service said going to update earlier just complete lies now 3 grandchildren which promised them have been let down by the company they do not care and just lie stay well away from untrusted company disgraceful

I was sent the wrong item they continue to say that it was the right item and it was supposed to be for Christmas for my son and he found out cheers

Struggling to contact the company, email doesn’t work and the online chat box is giving me the same automated response.

I just want to chase up my order, the tracking number is invalid and after seeing all the comments on instagram page I’m wondering if I’ve been scammed.

I did in fact pay for next day delivery but no update and as I said, invalid tracking.
NO TRACKING.

Update, I’ve called multiple times now on hold collectively for more than an hour. What is going on with this company?
Automated response only. Ridiculous
AVOID AVOID AVOID!

They have had my returned shoes since November 22nd and have still not sent a replacement or given a refund. Also, they are ignoring my emails and won't reply. (I know they are going to say something like I haven't used their online form but I replied directly to their customer service agent)

I ordered the wrong size in error. When I went to return to a Millets store as stated (return to any millets or blacks store) my return was refused because they didn't stock it. The website says that you cannot return tents using the online return service. Eventually managed to return via Evri at a cost of £2...not to mention the time and frustration. I then endeavoured to order the write size, the order was cancelled due to no stock available. Try ordering a more expensive version, order cancelled due to no stock available. Attempeted to order 3 days later as still showing stock online. Order cancelled due to no stock available.

Zero stars. No goods no communication. The last communication from Ultimate Outdoors was an automated response to say that they had received my email asking where are the items I ordered.

Really pleased with the efficiency of this firm with their delivery , and the quality and price of the jacket

I placed an online order for a coat for my child on 22/11/25, and it still has not arrived. To date, I have received no communication or updates regarding the status of this order.

Could you please confirm if and when the item will be delivered? I would appreciate a prompt response as this delay is causing inconvenience.

Purchased a jacket for my son, he wore it once and the zip is already faulty and no longer zips. Sent an email asking if anything can be done and after 3 weeks still no response. Bad customer service and bad quality clothing.

On 25/11/2025 owing to losing my winter gloves I ordered a pair of Berghaus gloves from Ultimate Outdoors, however within 20 minutes of my order my gloves were found and returned to me. I contacted customer service and informed them I wished to cancel my order ( states on their website, that cancellation of orders should me done within 1 hour of order, which it was well within). Was informed by call handler they had indeed cancelled my order, I requested a confirmation email of cancellation, and was told it's not company policy to send cancellation emails ( who on earth does not do this in the day and age?). To my disbelief, around 3 hours later I received an email stating my order had been dispatched to me. I re rang customer service and spoke to another customer service operator that I was too late in cancelling my order. I fully explained my previous conversation with another customer service operator earlier, I was told there was nothing they could do and my order was on its way. Following my conversation after an hour and a half I received an email stating I will receive a £5 voucher due to my bad experience with Ultimate Outdoors ( I had to request some form of compensation in the first place as non was offered!). The email stated it would take 72 hours to process the voucher and a further 24 hours to receive it in my email in box. 9 days later in still waiting for my voucher, and yes I've checked my spam folder. This company is not worth anything when it comes to Customer Service. Having read other Customer reviews of poor service from this company I know exactly what I'll receive, a pre written response, as all other customers have received for this companies shoddy Customer Service. Order from this Company at your peril. Pathetic.

Be very careful ordering online, you can't change or cancel your order, even if you call them, they have very odd people at their very slow call centre, incorrect emails in their confirmation emails, and so now I'm stuck not being able to return an item that I accidentally ordered to an old address so obviously won't get any money back from it

I ordered a raincoat. It didn't arrive and I'd paid for next day delivery. I tried to phone but phones were really busy. Completed online report and got an email back with FAQs. If not satisfied I was to email. I have emailed and heard nothing...and still not received my raincoat. Gave order no etc as asked and only got a generalised response. I now don't know what to do but probably going to cancel. First experience and I'm not impressed tbh. That's a shame. Ordered online.

Great experience. Bought a coat for my son. Came quickly and true to size. Really good service and lovely coat.

Total waste of space.
Ordered an item online that didnt fit. Went on the returns portal and paid for a collection and label. Got a receipt stating clearly that Royal Mail will bring the label as I have no printer.
Royal Mail turned up as planned with no label, and showed me on the system that there is no label.
No label attached to the ultimate outdoors email, and when I logged in to check Royal Mail's website I could see the collection reference with a reference to print label at home, but still no label.
Rang customer service who said they may be able to email me a label, which is pointless as I have no printer and presumably I'd have to pay again for collection and printing, with delay to my refund.
Not listening to the actual problem.
Then got told by customer services that a collection would come the next day i.e. Saturday, but got an email saying they are coming on Monday, with no clarity about whether they will collect from my safe space or not.
Now lost a customer.

I am very unhappy with the service and use of DPD as UOs courier. The DPD person did not turn up at all in the allocated time slot let alone the entire day. I was home and have a camera doorbell. On top of that they took a picture of god knows what but it was not my front door. I then rearranged delivery for 2 days later and this was confirmed by DPD. No slot was given so i went to track it and the order is being sent back to UO for no apparent reason. I contacted the customer care team over the phone and was told my only options is a refund or wait for a replacement order which as the jacket was low in stock, I would risk not being able to order it. I was told I cannot put a new order over the phone. He also could not contact DPD to sort this out. I also couldn't reorder myself as the jacket is not available on the website in the size and missed out buying it somewhere else which means I no longer have a chance to get these products for a trip. This could have easily been fixed by contacting DPD. But apparently UO cant do so unless its to get it returned to UO and even then UO cant wait to receive it and send it back to me. Basically no real logical process in place to help.

I've asked for a full refund and told I'd get a confirmation email of the same and haven't received it. I think UO could have easily sorted this but chose to be difficult and unhelpful. So I will not be shopping here again.

I purchased some Scarpa hiking boots. They came already scuffed and like they had been used before. I contacted customer service, I had no time to return the items as I was going on a trip the next day. They told me to email evidence but didn’t respond to my pictures. No compensation and no help. Its a joke for a company to do this especially when I have purchased from them before.

If I could post a picture of the state the brand new Scarpa hiking boots came in, I would. But they are definitely not brand new.