GO Outdoors - Cardiff Avis 

We recently purchased a tent from Go Outdoors as part of a bundle deal that included a carpet and footprint. On the same day, we took the tent home and put it up to make sure everything was in working order before using it properly.

Unfortunately, while putting the tent up, we noticed that part of the tent floor had a piece torn away from it. We also discovered that the carpet included in the bundle was the wrong size. Due to the fault we had identified with the tent, we decided to return everything to the store with the intention of exchanging the tent.

When we explained the issue to the store manager, we were told that the patch on the tent was standard and was there to secure the bedroom area. However, the patch in question was nowhere near the bedroom, and when we tried to explain this, we felt that our concerns were immediately dismissed and that we were simply told we were wrong.

The store manager then took the tent out, examined it and packed it away. My partner requested a full refund, which the manager agreed to provide but described as a “goodwill gesture”. I fail to understand how this could be considered a goodwill gesture when we had returned a tent that appeared to have a genuine fault and was not fit for purpose.

After looking around the store, we eventually decided to exchange the tent for exactly the same one and replace the other items in the bundle.

Despite the issues we experienced, we would really like to highlight the outstanding customer service we received from Ben at the Cardiff Go Outdoors branch. He was absolutely brilliant from start to finish. He explained everything to us clearly and patiently, took the time to listen to our concerns and made sure we were completely happy with the exchange. He was also genuinely apologetic, despite us making it clear that none of the situation was his fault.

Ben is a credit to Go Outdoors and, in our opinion, is more than deserving of recognition for the service he provided. We genuinely hope his hard work and customer service are acknowledged, because he turned what had been a very frustrating experience into a much more positive one.

Thank you, Ben — it’s just a shame the store manager didn’t show the same level of professionalism, understanding and courtesy.

Ordered an item online.
They delivered the wrong product.
I couldn't arrange a return as the product number wasnt being recognised.
I drove 30 miles to a store to be told that they'll refund me, which would take hp to five working days so just order again ot should be fine next time .
So your asking me to pay for the item twice 🤔

Great service from Go Outdoors Cardiff as always. Greeted at the front by Ben who then took me straight to the stock I needed and answered all the questions I had.

The staff were more than helpful helping my wife choose the bike that suited her. Anthony was very helpful when it came to the final purchase and technical advice. The bike was ready on time, with a confirmation call, for us to pick the bike up at our convenience.

Ordered a stove and accessories. Happily took my money then over a week later cancelled the stove but told me the accessories were ready for collection. Went on line and found an alternative showing "4 in stock" at the store. Travelled there to be rudely told "oh I wouldn't take any notice of that" as it was inaccurate and there were none in stock.

Great selection of decently priced outdoor equipment. Loved it!

Always value for money and effort ie t with returns

Ordered my items for next day delivery as I was going away two days later. They never showed up. And still today as I write this review they still havent arrived two weeks later.
I was forced to take a 40 mile round trip to go to the Cardiff store and had to plea with them to give me the items I payed for so I could have them for another mini holiday. Even then that was hard work and I basically had to beg.
Was then told I cant leave store with items I havent payed for so I explained that well I its the same my end. I have payed for items you have not delivered. I was told I could take the items if I left my details, and when the items are delivered take them back to store! Tracking number shows they are with the courier and that hasn't changed in two weeks so to me they are lost! All a very large headache i didnt need.
Customer service is a joke too and not in this country and takes for ever to get through.

Another visit to pick up yet more sea fishing gear.
Joe helped talk me through some products to help find the right one.
He was great, very informative and friendly.

Always a lovely experience at Go outdoors. Hannah at Cardiff store was so sweet and helpful to our kid. Could have given her more stars if I had the option to

The staff in Cardiff didn't want to be there.If it's not on the shelf,we haven't got it and the same at the till.
Good products shame about staff attitude.

I went to Go Outdoors today and was served by a truly knowledgeable and helpful assistant, called Hannah. She found coats, gloves and shoes for me. She gave me confidence in my choice of sizes and was interested in our reasons for buying the goods.
She seemed to be in every department we visited. Always there with a smile and ready to help. The warmest welcome I have ever experienced in Go Outdoors

Took forever for my items to be discovered in the collection zone - which was complete chaos with parcels everywhere - looked like they had just been thrown to the floor and left to pile up. After getting home I unpacked my order and went to put up the table I had bought to find that the poles to connect the table top to the frame were missing!! No doubt they were left in the packaging which was discarded to the floor at the time of collection. I will not be using this company ever again.

Morgan was very helpful finding us the right boots. Informative and personable.

14 days and still no refund. 2 emails sent and still no response. I can safely say i wont use go outdoors again.

It seems like the quickest (16 days) is to write a review on here if you want a refund.

Was told in the Cardiff store that it is a difficult process to get a refund and he wasn't wrong.

I went in to collect 2 other orders and told him there and then that i did not want the other order as it is no longer needed. Surely he could have just cancelled it there and then for a refund?

16 days after purchase i have now sort of got a refund inbound as i have to wait upto 5 days for it to be issued.

Come on Go Outdoors, do better, make it easier.
The website states that you will be contacted if the order has not been collected within 7 days. Not once was I contacted.

Very helpful and courteous from first contact until completion of purchase.
Good price with discount card👌

Had a great experience at Go Outdoors Cardiff today. Came in looking for fishing equipment and advice, Anthony provided excellent customer service and information. He covered all basics for us and assisted in ensuring we get the proper rigs necessary for what we want. Thank you so much and we’ll be back soon!

Helpful staff people are kind and helpful amazing savings

Joe was very helpful and made me feel welcome

Went to go outdoors to get some fishing tackle served by Joe very helpful