The Epicentre Omdömen 30

I had a very stressful and upsetting experience with Epicentre’s customer service following an online purchase. I submitted a return request within their 30-day window and returned the items shortly after. The items were unworn and in original condition, but my refund was initially refused as they arrived at their warehouse outside of the 30-day period.

I have never experienced a refusal for this reason before, and while I do appreciate that a 75% refund was eventually offered as a gesture of goodwill, with any other retailer I have received 100% with no issues. The overall experience was extremely distressing and left me nervous to communicate with the member of staff I was dealing with.

My interaction with customer service (Rob) was particularly difficult, both over email and on the phone. I found his tone blunt, erratic, and at times bordering on aggressive. At one point, on a call, I was confused with another customer, which led to accusations being made about the condition of my return that did not reflect what I had sent. The way this was communicated felt accusatory, and I was left visibly shaking after the call. There’s nothing like someone suggesting you’re lying about something you’re telling the truth about to completely unsettle you.

When I later pointed out that this appeared to be a mix-up between myself and another customer, there was no acknowledgement or apology for the confusion or the stress caused, which I found disappointing but not surprising given my experience up to that point.

Overall, the situation was very stressful, and I was physically shaking afterwards - something no customer should have to experience as a result of communication with a retailer.

I understand that policies are in place for a reason, but there should be more care and empathy in how situations like this are handled. While the products themselves were good, I would never shop at Epicentre again after this experience and would advise others to shop elsewhere.

Edit:
If the business feels Rob is polite, then I would say that's a concern with standards, there are other complaints of his behaviour/customer service specifically on this trustpilot page alone - there is a pattern here.

I'm choosing not to comment on the cherry-picked/twisted information in the response as I don't see the value in continuing this conversation.

I bought an arcteryx jacket from epicentre and it arrived promptly, perfectly packed and it was really competitively priced. Great experience thank you 🙏

Great shopping experience. The shipping was super fast, it took less then 24 hours to be delivered. The product quality was also excellent!

I ordered an Arctery’x hoodie from Epicentre as it was the only place with one left in-stock for my size. Easy order experience online, delivered promptly too. Unfortunately, the specific product wasn’t suitable for my needs so had to return which was also an easy experience, with Royal Mail collection offered. Refund processed quickly. I would continue to use Epicentre in the future and highly recommend.

Found something I was looking for at a great price on here, then added a couple of other bits that were also competitively priced (as you do...). The order arrived quickly and was well packaged. Everything fits so I've not had to return anything.

The item arrived quickly, which was great. Unfortunately it was not suitable for my needs, so I returned it promptly. They are now refusing to refund the outgoing delivery charges (as required by the Consumer Contracts Regulations 2013) because they have misunderstood how to read the legislation.

Visited the Broadway shop today. I was not 100% sure what type of backpack I needed. The assistant Louise was absolutely amazing. Clearly extremely knowledgable and very experienced. I was more than pleased with the quality of service and ended up making a purchase.

Great service from Melissa at their Broadway shop - especially when dealing with a customer who is a twit!
I wanted a RAB coat and tried one on- size large. Decided to buy but the this twit took size medium to the counter. Discovered this at home - 60 miles away! Spoke to Melissa and I was able to return the coat by post and Epicure sent me the correct item within 2 days. Excellent service - thanks.

We had purchased a few items from Epicentre online recently so as we were in town yesterday we decided to visit the Epicentre Ambleside store. In my view you still can’t beat shopping in a physical store. The variety and quality of Products on offer were fantastic, the place is Tardis like with 4 separate floors - very suprising. We ended up purchasing three items from Arc’teryx, Patagonia & Hoka, all great brands with multiple sizes & colours available and a few sale items still available. All in all 1st class experience and 5 star service from a great knowledgeable team & independent retailer. Highly recommend visiting the store in Ambleside

Terrible customer service
Buy direct from Hoka site.
Shoe has a audible puckering noise each step - which after constant chasing Rob has deemed not as issue.
100 pounds wasted as can't wear the shoes as intended for my 30 mile walk in April
WOULD NOT RECOMMEND THIS COMPANY AT ALL
Argued as worn can't return but noise not noticeable inside on carpet.
Saddened with their attitude and lack of aftercare with a product not fot for purpose.

Ordered a pair of Meindl Wide walking boots from their online store. The order arrived and the boots were not wide at all, and were causing severe discomfort after completing a short walk. I contacted the store and asked to exchange and they refused. I continued to use the shoes, hoping breaking them i would eventually ease the pain due to not being able to afford to spend a further £180 on more walking shoes on my teaching assistant salary.
During one of my walks I suffered from an injury that aggravated a pre existing back issue and cut my hand open, this was due to the boots unsafe wire fastening system interconnecting with the opposite boots lace hooklet, causing my feet to be bound together and took two of us a while to untangle.
I contacted the store a second time and asked for an exchange or refund as I was now anxious to wear these boots again. Epicentre sent them to the manufacturer who claimed there was no defect (the unsafe design was NOT considered a defect) and they have refused to help in any way, now sending the boots back to me with zero attempt to help. The whole process has been very frustrating and I would advise anyone against shopping with this store as they do not care about their customers.

Purchased several items online and in store, always first class service. I ordered a paid of walking trousers late afternoon, they were delivered the following morning. I would definitely recommend a visit to The Epicentre, the staff are so friendly, but never make you feel pressured into buying anything, a lovely relaxed welcoming feel in store.

Went in to the shop to try on a pair of walking boots that I had seen online. What I hadn’t anticipated was the extraordinary level of detail and customer service provided by Sophie. Her knowledge of gaits and foot science was amazing. I would highly recommend a personal visit to the shop as Sophie’s customer care was exemplary. My partner and I bought a pair of walking boots and specialist insoles.

I was looking for a down jacket for the colder weather and was given great advice and looked after very well by the staff in the store. I felt that I may have to go up a size which they did not have in stock but they took my details and emailed me as soon as it was in stock which I went down and tried on purchased. No hard sell just great customer service.

**Review:**

I recently ordered a pair of Adidas Terrex Free Hiker 2 GTX in size 4.5, and while the delivery was smooth and the packaging was excellent, the size unfortunately turned out to be too small. I contacted customer service to see if I could exchange them for a size 5. They suggested that I return the first pair and place a new order for the correct size, assuring me that a refund would be processed within 5-7 working days.

I followed their instructions, and everything went perfectly. The size 5 arrived quickly, fit perfectly, and I received my refund without any issues. Overall, I'm very pleased with my experience and highly recommend buying from this company. Their customer service is responsive and efficient, and the process was hassle-free.

Beware this company advertises goods as "In Stock" online, take your money, then inform you they don't have the stock but will not rush a refund to enable you to purchase elsewhere.
First & last time ordering from these people.

Visited the Epicentre in Ambleside today. Have never been in before but was very pleasantly surprised to find it was a huge store with lots of great kit. Not only that but the store offer gait analysis. With the help of Sophie, who was so knowledgable and helpful I came away with a new pair of shoes I’d been eyeing up online and some specific insoles to help my existing boots work better for me. Wanted to say a massive thanks to Sophie for her time and expertise today. Would recommend this service to anyone who enjoys walking the fells in The Lakes. 🫶🏼

Not so good and buyer beware ! Purchased Mammut boots on a promotion 03/03/24 ,too small . On supplied Invoice it clearly states 30 day free returns. It does not state no returns after this date. It simple states its free .The sales guy seemed helpful ,when I had emailed asking for a size larger I even attached the original invoice, so he knew when they were sold and the sales invoice number. He offered advice and suggested a 1/2 size bigger, I was thinking good they will take them back but after I had sent them back he said outside 30 day period so I would now have to arrange collection. Would not answer specific questions on further emails.
Their terms state 30 free returns , not No returns after 30 days and they also state on their terms under exchanges that you can exchange if you place a new order, no time period mentioned against that.
No online purchasing terms and conditions are sent out, just an invoice.

I said I was happy to pay a restocking charge/handling charge and even take a credit note but no negotiation. I explained that they would be in a much better place to sell the boots than me at £155 I don't wont them sitting in a cupboard !

Having purchased from other on line retailers like ,Nevisport ,Sportshoes and Cotswold they offer 100 day return policy . Difference between night and day with this retailer.

Fabulous service! 2 orders were packed great and delivered next day with DPD. Returns process was simple and quick. Great range of products and great prices. Would highly recommend 😊

Faultless service, customer service responsive. Orders arrive super fast! And a great selection of products! Well done!