"Ridiculous hassle in the Ambleside store, complete lack of common sense"

Take great care to try on a climbing harness before buying. As we are staying 250m away, having bought a size M Petzl harness for £75 in the sale, I popped home with it to change into climbing trousers and try for size. Perhaps too many mince pies, but size L needed. I went straight back to the store with my purchase, all packaging perfectly intact. I'd had it for 20 minutes. The man on the till immediately recognised me but despite the obvious common sense in exchanging the item, the store staff refused to exchange for a size L. The "PPE manager" was called to the till and together with two other members of staff insisted it was "against the law" to exchange. I told the staff I was very disappointed with having wasted £75. Shoulders were shrugged but there was no budging them. Once home, I jumped onto the internet and checked company returns policy which is :

"Climbing & PPE Safety Equipment can only be returned on very strict conditions. Everything must be exactly as it was received, with packaging and labelling intact. If there is any sign or possibility that the goods have been used or contaminated then we regret that we are unable to accept a return on the grounds of consumer safety."

Apparently this policy is for internet sales (where presumably customers retain goods for days rather than minutes). I checked store policy by telephoning Head Office and they said that the store should have exchanged the item.

I telephoned the Ambleside store and after going through the Company's own policy with the PPE Manager, she reluctantly accepted the position and agreed to exchange. I walked back to the store and the exchange took place - I tried the size L on in-store.

I suggested in future store staff insist customers try harnesses for size, as well as putting suitable visible signage in place, not some easily overlooked little notice at the till.

Despite having previously claimed Health and Safety Law and PPE legislation forbade any returns, as I left the store, staff replaced my returned size M on sale without even opening the packaging!

In summary :

Store staff need proper training.

Company policy should be fully understood by staff.

If junior staff are unsure and no managers are available in store, they should telephone Head Office and speak to someone more senior, rather than just being difficult and obstructive towards customers.

"Fantastic experience buying walking boots"

Fantastic experience buying boots for my wife who has difficulty finding comfortable walking boots for her small wide feet. The lady who helped us was super knowledgeable and helpful with no pressure. Given a great opportunity to try lots of boots with advice on what to look for.
We bought a pair, but did overhear another customer being given advice on other shops to try for their feet.
Would really recommend here for good advice, good choice and good prices.

"Absolutely amazing"

Absolutely amazing , I have ordered jacket Monday and Tuesday 12.10pm the jacket is with me. Great price as well - definitely will be ordering again - Thank you

"A proper climbers shop!"

Genuinely knowledgeable and informative help, without pressure to buy, from staff who get out there themselves - and plenty of kit.

"Climbers shop products and staff"

I have been in today and bought trail running shoes and a climbing harness.The shop has a well thought out selection of products and experienced staff for advice in each field.
Many thanks to guys in the climbers shop Ambleside

"Travelled all the way to Ambleside to…"

Travelled all the way to Ambleside to buy some climbing shoes, only to be told I had to book an appointment to try on shoes as they don’t want too many in that section. He had one other customer!! I always recommend people to go there, I won’t anymore.

"100% recommend this shop."

Very friendly, and knowledgeable staff.
Nice to see a shop that stocks big sizes in premium boots at a fair price.

"Zamberlan Boots"

Great experience; my fifth pair of these fantastic boots and Climbers Shop had a great price. delivery was super quick, Royal Mail even bringing them on a Saturday morning which was a very pleasant surprise. Highly recommended!

"Trustworthy outdoor shop"

Great outdoor store, stocks a lot of climbing gear with quick delivery in the UK.

Excellent customer support (had a small issue and they sorted it), can trust them! True to their word