Rohan Reviews 312

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.

I bought some sera linen trousers in my normal size 14.
The waist was huge and no way would the trousers stay up. I was walking around with them hanging from my hips, very builders bum like.
I had to undo the waistband and remove 2 inches of elastic on each side - that is 4 inches in total!! They now sit much more comfortably.
When I was in my 30s I could just get into size 14. Now in my 70s, my waist has expanded but Rohan has experienced even more expansion in the waist area.

The company now seems to be too lazy to produce clothes that fit and are fit for purpose thinking they can continue charging their high prices for junk.
I recently had to return new Zenith shirts because the pocket zips were unusable and just jammed at first use.
I thought I would try the Pennine shirts instead as there was nothing else vaguely suitable with pockets.
They are completely untailored, just a stupid square piece of material with a waist as wide as the shoulders.
I thought I could ignore this, but as noted by other reviews, they are completely unwearable in warm weather, or if you do any sort of walking, as the material is completely non-porous and fills with sweat.
I have never known any material like this before - it is like wearing a plastic bag.
Rohan has completely lost the plot - I will stick to Craghoppers and RAB etc.

FREE RETURNS. There are no free returns with this company. I ordered a shirt, but I was not satisfied with the material. I returned it the same day. With a postage charge of £3.60, and then my refund was short by a further £3.60..
There you have it: £7.20 to return a shirt. Buyers beware.!!!!!!!

Over the years have bought a fair amount of Rohan gear online and in-store but not any more…I am done with them as a company. On the odd occasion I have required a return for sizing issues getting a prompt refund from them is an unreasonably protracted task. Talk about slow! In speed terms it makes a pony express seem quick which only leaves me to conclude they are either grossly inefficient in their processes or it is a policy by design, and I suspect it to be the latter because in this day and age there is simply no excuse for it. I’ll be going back to Mountain Equipment or Montane gear retailers in future.

On 5 July 2023 I ordered a pair of Men's Bags Shorts True Navy, Size 36. I was satisfied with these so on 31 Jul 2025 I ordered another pair, same colour, same size.
They have just arrived. They are too small. Waistband is too tight (even allowing for newness) and length of shorts is 5 cm less than original pair. My only conclusion is that Rohan has reduced the amount of material in the shorts to reduce costs. Further investigation showed that my original shorts were Stretch Bag Shorts as opposed to Bag Shorts, but the material should not affect the absolute size of the garment. Sharp practice and totally unacceptable. As a long time Rohan purchaser I have to say how disappointed I am by this. The founder would be turning in his grave!!

I brought a light waterproof jacket 4 years ago it wasn't cheap and I mainly used it in summer in showers or on holiday. It's now no longer waterproof as the inside coating has worn off but apparently according to Rohan that's normal. I wish I had known this at the time of purchase. Going to definitely research before I replace it and I will definitely not buy from Rohan ever again. I have just received the jacket back from Rohan with a compliment slip stating they hope I find another use for the jacket. What is another use for a waterproof jacket that isn't waterproof anymore?????

I’ve been a customer for years but the quality of product has declined and online customer service is truly shocking. I had a problem with a purchase and Rohan was totally uninterested. I was surprised that reviews on their website for the product were so positive - turns out they handpick the reviews they publish so beware, those positive reviews don’t tell the whole story. The store staff in Edinburgh are good but I’ll never buy online again. In fact, given the way the online customer service behave I’ll be going elsewhere in future

I ordered a shirt from Rohan online, and it was damaged when it arrived.

OK, no big deal, these things happen. Even the best QC systems in the world have the odd failure slipping through. I'm not going to hold that against them.

What I will hold against them is what happened next. I returned the shirt and asked for a replacement. 3 weeks went by and I heard nothing, so I emailed them to check on progress.

They told me that they no longer do replacements. They then refunded most of my money, but it was pretty clear that they were never going to do that until I chased them for it.

I say "most of" my money. They refunded the purchase price of the shirt. They did not refund the delivery charges, which they are legally required to do. I contacted them again and asked for a refund of the delivery charges as well.

Never heard anything from them again.

I suppose I could take them to court, as the law is very clear that they are required to refund the delivery charges. But honestly I can't be bothered for the sake of a few pounds. But I certainly won't be buying the replacement shirt from Rohan.

Well done, Rohan, you have saved yourselves a few pounds, and all it cost you was losing a customer for life. I hope it was worth it.

The Stony Stratford branch of Rohan provides an exceptional standard of service. The clothing is, as always, of the highest standard but it is the amiable, imaginative and professional style of the staff that gives this branch the edge. Thanks to all involved today.

The gear is good, but not exceptional, and overly expensive. You can get equally good or better gear cheaper elsewhere.
However, my issue is with their returns policy, on the basis of every return made over several years. Despite writing in BOLD letters on the returns form not to forget to refund the delivery postage costs, as is their statutory obligation, they never do. (I'm talking about entire orders returned, not just partial, which they clearly state are not eligible for postage refund, which is fair enough.). When I phone to ask them to please do so, after receiving refund of item cost only, I have been told on every occasion that it was a simple oversight. Only then have I received the refund due. I'm going here on every return ever made to Rohan over several years, so "oversight" cannot be true. Having just returned another item for refund (the whole order), and again having written in BOLD to make sure to include postage cost, I got a different excuse when I phoned when again it was not included in the refund. I was told (by Jess) that "our policy is that you need to notify us you are going to return a purchase before doing so, to have postage refunded." When I asked where that is stated I was told "in the returns policy" but I can find no mention of that. And such a policy is unjustified anyway.
When I wrote explaining all this to the company, adding that it strikes me as sharp practice and showing contempt for their customers, i received no reply. Hence this review. Enough is enough.

I have been buying Rohan products for years I genuinely like there gear . I recently had an issue with a pair of Oboze boots and identified a design flaw with one particular range were they had put a nylon loop instead of a metal hook on the boot at a point were more friction would occur and the lace would accelerate the wear on this nylon hoop and render it not fit for purpose which is what happened to me. Upon bringing this to the attention of customer services (Ellie) I received a first clsss response, and speedy resolution , securing my long term custom.