Reincoat Avis 

Disappointing product and extremely poor customer service

I loved the Pro coat initially, but my experience has been increasingly disappointing.

The leg straps have caused damage to my clothing, including jeans. The waterproofing has also degraded after washing the coat on a 20°C cycle without detergent. While this may be remedied using Nikwax, I should not have needed to reproof the coat after such a gentle wash. Furthermore, the coat is light in colour and gets dirty easily, but the dirt does not come out well, leaving it looking grubby.

I purchased this coat believing it came with a two-year warranty, but my experience with customer services has left me questioning what that warranty actually covers.

I have been liaising with customer services, who are very good at sending politely worded emails but seemingly less capable of providing appropriate advice or resolving the issues.

The initial advice regarding the leg straps was to “tuck them away”. There is no pocket or fastening on the coat that allows this. I was subsequently advised: “They're not essential for everyday wear, so if you're experiencing friction against your clothing, I'd recommend leaving them unfastened when they're not needed.”

This advice demonstrates a clear lack of understanding of the product. Leaving the straps unfastened exposes the rough side of the Velcro, which is likely to catch on clothing and cause even more damage, rather than solve the problem.

I have provided photographs of the coat and multiple examples of the damage to my clothing. Despite this, the only outcome has been an assurance that my feedback has been passed to the product team. There has been no meaningful investigation into whether my coat is faulty, no practical solution to the damage being caused, and no clarification of my warranty rights or what action the company intends to take.

Passing feedback to the product team may be useful for future product development, but it does absolutely nothing to resolve the problems experienced by an existing customer.

Ultimately, the emails sound reassuring, but there is no substance behind them. I bought a product I initially loved, expected it to perform as advertised, and expected customer service to provide informed advice and honour the warranty where appropriate.

Instead, I have been left with a coat that is damaging my clothing, concerns about its performance and a customer service team that appears more focused on sending polished responses than actually resolving the issues.

A good customer service experience is measured by the resolution, not the wording of the emails. Sadly, this experience has fallen well short of expectations.

Ordered a Reincoat at £179 and had to have a replacement within the 12 month warranty. Next coat delivered in August just a month before warranty expiry. The replacement coat was not waterproof. I didn’t find this out until started wearing it in the winter, I hadn’t washed it so contacted the team to find out if there was something I could do. Suggested nixwax which I did to no avail. Contacted them again to have them say it was out of warranty and I could have another at half price. The replacement coat sent whilst in warranty was defective, I’m so upset as I can’t afford another coat and it’s sodden as soon as there’s any rain. Advice is to check immediately if you get a replacement coat. Customer service not interested. Do not recommend.

⭐⭐⭐⭐⭐ Outstanding customer service – especially Aurela!

I cannot praise Rainwear’s customer service highly enough! The team have been absolutely fantastic, helpful, responsive and genuinely lovely to deal with. They have gone above and beyond to provide support, and the level of customer service I’ve received has been exceptional.

A special shout-out to Aurela, who has been absolutely brilliant! She is a real credit to the company, and her kindness, professionalism and willingness to help have made such a positive difference. It’s refreshing to deal with someone who genuinely cares about their customers and takes the time to make sure everything is dealt with properly.

Customer service like this really does make all the difference, and Rainwear should be incredibly proud to have people like Aurela on their team.

I wouldn’t hesitate to recommend Rainwear based on the fantastic service I’ve received. Five stars, thoroughly deserved! 🌟🌟🌟🌟🌟

Great customer service and they do honour their warranty. I had a minor fault on my new coat and they offered to send a replacement. The quality of the coat seems great and I'm looking forward to being dry this winter!

Excellent customer service! I ordered a Raincoat smock lite but unfortunately had to return it as I needed a larger size. Brilliant communication & easy exchange. This is my second purchase from Reincoat as I really love the quality of their products.

Absolutely brilliant customer service got back to me straight away and was really helpful

Ordered Sunday and came today ! I am thrilled with it … so warm and cosy ! I’m 5 ft 3 and a 10 … 34 ins chest … and the XS fits fine with enough room for a thick sweater or even my body protector . It’s firstly for a trip to Scotland in October and then for dog walking and riding and I’m sure will soon be my favourite coat ! Oh and a really good sized hood too !

Really enjoying my smock, it’s a lovely colour, quality material and super comfy! Great for the early morning and late night temperatures we are in as it’s warm but not heavy and good for a bit of rain! The huge pocket at the front is really handy for my dog walking items too!

I absolutely love Reincoat! I’ve got a few coats from them now, and I honestly can’t fault them. The quality is brilliant, they look great, and they’re so well made. I’ve even bought some as gifts for people, and they’ve always gone down really well! I’ll definitely be adding more to my collection — highly recommend Reincoat!

These coats are fabulous for any outdoor activities. I’ve now got two as a professional dog walker they really do make my day better especially in the rain ☔️ highly recommended. Great customer service too 🤙🏻

Absolutely awesome. Changed my coat when I needed a different size and can’t fault their customer service. Love these coats, waterproof and stylish.

Super happy with my new Reincoat Lite! Ordering was a breeze and it got here really fast. The coat itself is brilliant – it's totally waterproof but so light you barely feel it. It also packs down tiny, which is perfect for just throwing in my bag. If you're looking for a great raincoat, I'd definitely recommend checking them out.

The smock is great for this weather keep you dry but not to thick that you get to hot. Also can dress up to go out shopping or dress down to go to the yard to do the horse.

Absolutely love my Reincoat, I got the Parka Lite in the Dune colour. Fast delivery and really good customer service! I wasn’t sure which size to get and they were so helpful answering my questions. Highly recommend.

The coats are to an extremely high quality, focusing on functionality, comfort and durability. Very waterproof, perfect for working outdoors - keeping you warm all day. The team behind Reincoat are very helpful!

New coat is super comfy, fits nicely and very waterproof!

Love my Reincoat. Wore it all day in the pouring rain in Ireland and stayed perfectly dry and warm, I was very impressed as a lot of coats claim to be waterproof but actually aren’t!

Such a well made coat! Gives full coverage in the rain and looks very stylish. I have four coats now and wear them all the time. The fleece line jackets are perfect for snowy weather. Get loads of compliments from my work colleagues

Terrible experience
Wrong size sent out even though I had noticed in the order and they had agreed to swap it
They still sent the wrong size which I then had to request a return and send it. Five days later they still haven’t processed the return
Very slow to answer and useless in dealing with customer enquiries
Will be buying an Equicoat when I get my refund

First air lite coat I purchased leaked, the replacement leaked more than the first one. I accepted the offer of a refund, it cost me £7 to return by recorded delivery, this was over a month ago and despite chasing the refund I to this date have not received it. I would not recommend this company at all. Very very disappointed and £s out of pocket.
Refund now received