RohanAvis 

Very quick turnaround in choice and very satisfied with product.

I have worn Rohan clothing since early 80s. So I understand the great quality and the lightweight stylish ethos. So I bought the new microgrid jacket in Flare Red. It's lightweight, warm in a light jumper sort of way, gives adequate wind protection when I'm cycling, looks good. Two gripes; the zip works beautifully but the puller is tiny and feels lightweight, would prefer a heavier weight zip. The chest pocket is massive and goes right into the armpit. Hence a mobile phone or pens always lie horizontal and look stupid and are a pain to retrieve. I plan to create a vertical division to keep the phone upright.

We had bought clothes from Rohan many, many years ago so we decided we would check out the Rohan shop in Stony Stratford which is just a 15 minute walk from our new house. The small shop is well stocked and we were impressed with the staff, especially Dale. We have been in and out quite a bit over the last couple of years browsing, the staff were always polite, attentive when required. There was never any pressure to buy any of the many items we tried on. We bought a few pairs of trousers last year, which have been great and are worn daily. We decided this year we needed some wet weather gear but were unsure what we would need. Dale spent the next few hours finding out what type of walking we were going to do; what weather conditions; what style and colours we preferred etc. He patiently explained the various Barricade technology terminology (MVTR, Hydrostatic Head etc) in terms we would understand. He and Carol were very helpful when we wanted to try on different colours/sizes/styles of clothes – nothing was too much trouble. We bought both the Valen (waterproof) and Solar Fleece Jackets, which will be great for layering and can be worn separately for the different seasons/weather conditions ahead. In fact we were able to test these out the next day - we were very pleased with the results. The colour and size of Dry Ranger trousers we wanted had to be ordered, but these only took a couple of days to come into the shop (we did not want home delivery). We went to collect them and Dale and his team were happy for us to try them on before we took them home. It will be the first time we want it to rain so we can try the trousers out with our other purchases – I don’t think we will have to wait long!
Yes these items are not cheap, but the quality/design (number/placement of pockets etc) and as they should not need replacing for many years to come, make them worth the cost. We also bought during a sale and got 15% discount. My husband bought some Global T shirts (short sleeved) on Dale’s recommendation, as he gets very hot walking and his other T-shirts always got soaked through. The Global T shirts are amazing and were hardly wet after our walks. They also dry out really quickly with no nasty smells; not having to iron them is a bonus. So well done Dale, my husband cannot wait until the new colours arrive. We will certainly be back.
It is a pleasure to find employees that take customer service seriously (very unusual these days) and know their clothing range, which is all down to Dale and his team.

Web order for three pairs of trousers, long story short, one pair came from warehouse, one pair came from Keswick shop, pair from Ambleside shop never arrived.

Phone call to customer service, web contact to customer service, two emails to customer service .. no response at all !!

Only option now is credit card chargeback .. for a "premium" company all I can say is they're absolutely useless and customer service is a joke.

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.