Highlander Outdoor Reviews 

Amazing communication and customer service
Highly recommended

Shocking Customer service, ordered item on next day delivery, still hasn't arrived, ordered on 2nd Dec, told don't work at weekends, called on 4th still in Warehouse they blamed DPD, called again 5th still in warehouse, called again this morning 6th, still in Warehouse, service is a joke, blamed DPD

Firstly sold an item that wasn't in stock but took my money. Refunded.
Returned an item - no sign of a refund !
False promises. They don't respond to Paypal messages and seem to be ignoring the PayPal dispute I've raised. Looking at previous reviews seems they make a habit of not making refunds and making false statements about PayPal procedures.
They also don't have an exchange system so you have to re-order so they've got double the money
Trouble is they products are pretty poor quality or far Eastern cheap stuff repackaged to look better quality.

Company (Anders is the main point of contact in this case) will do absolutely anything to avoid refunding your money. As you can see from my screenshots they received my return on the 2nd November. Following no refund I then had to raise a dispute to PayPal (thank god I didn't pay any other way) which they didn't respond to within a reasonable time. This then got escalated.

I tried to email them again to which Anders responded "We were actually refunding yesterday but since you have raised a case to Paypal, we cannot refund as the amount had been locked by Paypal.". This isn't true at all and anyone who uses PayPal knows that a dispute can be resolved immediately by issuing a refund, PayPal does not "lock" a refund as this is the quickest and easiest way for a dispute to be resolved for all involved. I called PayPal who advised that the company has instead decided to respond by saying that they have ten days to issue a refund as is their policy. If that were true I would have had my refund before it got disputed with PayPal. They now claim that they have ten days from me raising a dispute with PayPal which is laughable.

For such a large company it certainly is worrying that they employ someone who's sole focus seems to be to get one over on a customer wanting a refund that maintain the integrity of their business and reputation. I truly hope delaying a £117 refund was worth the numerous negative reviews I have left on various platforms.

To those considering buying from this company I would suggest going elsewhere and saving yourself the difficulty of dealing with Anders and his shocking customer service.

In response to:

"By doing so, your transaction was put on hold by PayPal. This prevented us processing your refund on 14th Nov, as we had to provide all documentation to Paypal, to assist their investigation."#

PayPal doesn't lock transactions when a dispute is raised. I've been on the "seller" end of a dispute myself and you can issue a refund to immediately resolve it. PayPal only require supporting documentation if you are arguing it, which you did by claiming you had ten days to refund me.

An absolute amazing company. Brilliant customer service, Anders replies in speedy time.
An A+ company to buy from. Would highly recommend x

I’ve had a number of items from Highlander all have been good quality well finished, good design and at reasonable prices. More importantly they do what they say they will do. On the one occasion I had a very small problem with a jacket their guarantee stood the test, they changed the garment without question with brilliant customer service.

The zippers and buttons on ALL their products are cheap and fall appart after only a couple of uses. The same with stirches/thread. Bad quality. I notified them, and they replied with their nonsense 282 year “guarantee” that has so many disclaimers and conditions, that it’s hard to see what-if anything-it ACTUALLY guarantees.
I am into sales, marketing and product development myself.
I take PRIDE in providibg value to my customers.
Highlander are that “used car salesman”-type of people.
They take your money and run.
They milk that whole nostalgic highlander/scottish thing, and portray themselves like this.
The reality is, that the product you get is cheap china crap that quickly falls apart.
Zippers and buttons on pants and dragon egg bivy bag broke quick. (3-4 uses/washes)
And their rainproof jacket was like a rain sponge that sucked water inn.

DO NOT BUY!!!

Reply to their answer:
Their “follow-up” via another channel, is them sending me a standard reply email, that encourages me to use their 282 year “guarantee” that is SO stacked with disclaimers and exceptions, that it really isn’t a guarantee at all. It’s just a place they want to park you with such a big pile of paperwork and tedious, complicated application process for their “guarantee” that they hope you give up.
Which most people probably do. So:their “customer service” is to brush you off and bog you down and tire you out.
And that shows EXACTLY what kind of company and brand they are…

But i didn’t write this, to get a refund… i wrote this to WARN PEOPLE…
ITS CHEAP CHINA CRAP!
They nickle and dime you on the zippers, the buttons, and the quality of their thread and stitches/sewing.
And i can see reviews in here that are YEARS old, telling them the same..
And that means, that they as a company and brand are FULLY AWARE of the problems, but deliberately CHOOSE to ignore it and do nothing about it.
In other words: they know it’s crap, but they just keep selling it through clever marketing.
BUYER BEWARE!

Fantastic customer service. Next day delivery on my items, needed to return and get a change for different size. Regular update emails and prompt replies to my questions.
Everything that customer service is all about 😊

I've been using this jacket for a while now and it has not disappointed!

I have an old highlander forces rucksack.
And the buckles have broken .
Contacted highlander last night .and there response has been absolutely fantastic .to what is really an insignificant problem. But the rucksack and me have been together a long time .and I will get many more years out of this much used and abused pack .if all customer service was as good as there's. Life would be so much better.

Bought 8 items (dry bag, dry sack, folding shovel, groundsheet, headtorch, compass, map holder, tent pegs), all arrived 2 days later, well packaged, and I was kept informed by email and text when the package was sent, when it would be delivered, and confirming delivery.

Absolutely love Highlander, doesn’t cost the earth & also holds up well over time, great value for money…
Customer service also fantastic, always offering vouchers for money off next purchase & I even got a free mug with last order, makes my custom feel appreciated, Highlander Outdoors I really appreciate your brand & will recommend whenever possible

Ordered two camping chairs. They'd obviously been used and repacked and were not new. Evidence being the smelled of camp fire.

Would never shop here again.

I cannot recommend this company enough!! They are easy to contact, thier staff are exceptionally helpful, they are thorough, and they go the extra mile to ensure they can help in anyway possible. I ordered from them and the post office completely messed up the delivery but Highlander put things right in a heartbeat even though the issue was no fault of theirs!! I can honestly say I've can't recall ever having better customer service! I'll order from them again without hesitation.

The Munro jacket has helped me to achieve many Munros in the past 3 months. Extremely happy with it.

Ordered in response to email of offer sale lines. Was tempted by some half price dry bags. A wallet, and mobile "smartphones" case belt pouch. All arrived OK. However the website entries don't really do justice in descriptions of what you are actually receiving I find. Especially the case for the claimed Smartphones wallet/belt pouch. It might be this is a very old line they're selling off half price. There was I recall no given suggestion of the size of smartphone the holder could accommodate. When the ones ordered arrived to me ( I ordered two wallets amd two phone pouches.) I could immediately see they were seemingly made for much smaller type older style smart phones than the modern sized ones of today! I will no doubt use these pouches possibly instead for holding something else, is all. As no way will a modern smart phone fit into them. Disappointed. And will remember this issue. Wallets were very good indeed however. As too were the outdoors dry bags. Overall this experience has put me off direct shopping with Highlander Outdoors themselves online.

Bought a highlander salem backpack recently and within 3 days the lining was splitting, loose threads appearing inside and one of the straps coming apart, absolute rubbish quality, avoid

I recently ordered an waterproof jacket and the quality is excellent and very comfortable to wear. The delivery was on time without any issues will be making a future purchase in the near future.

Bought a number of products over the years and have been very happy with my purchases. Always an extremely helpful company to deal with too.

Just received my Stow & Go Jacket which was used over the weekend. BRILLIANT, I couldn't be more pleased, it kept me lovely and dry without causing me to get hot and bothered wearing it. Would highly recommend, great value for money.