Rohan Reviews 319

Most of my clothes are of the Rohan brand, which says I’m more than happy.
I’m finding in recent years a bit more disappointed with the product quality, what has changed ???
I recently I had cause to contact customer service regarding their sales technique of offering sale price of a garment but not making it clear it was only on a particular colour.
I had a very unsatisfactory reply.
Think this is the demise of my Rohan loyalty

Amazing repairs service. I was devastated when I tore my puffer jacket whilst out walking, and thought it was irreparable. I sent it away to Rohan for them to assess (free postage) and they did an amazing job on it! I’m over the moon. Total cost of the repair was £15, with no additional postage fees. Some very skilled seamstresses who know what they are doing. Very grateful, thank you Rohan.

I have visited your Knutsford store twice recently with my husband as he got me a voucher for Christmas. I’ve been so pleased with the products, a pair of Striders trousers which I’d sent for online and needed to change the size, and a micro fleece, both for running in the Winter and today we each bought an Eos jacket - Craig ordered my husbands size for him to have delivered. They also repaired FOC another pair of my walking trousers! I’ve got to mention Craig who was so friendly and helpful with us, a very high standard of customer service and I could see he was interacting equally well with his other clients. I will definitely be returning ! Thank you Rohan.

Ordered some trousers online and collected from shop. Unfortunately they didn’t fit, so looked at return information online. The offer was £3:60 to return via Yodel which is not convenient for me as some distance away, and I object to paying that amount. The carrot is that the return will be processed quicker. I couldn’t return to store as I used PayPal. I used Royal Mail label and although it was received at the depot on Friday, when I rang today Wednesday I was informed that it hadn’t been scanned in, and for future reference it could take up to 14 days for the refund! So- Rohan have had my money from the time of dispatch ( PayPal isn’t credit) and I have to wait another 2 weeks for the refund ? I think this is poor practice.

False claims of quality and product guarantee. Purchased a highly acclaimed (expensive) jacket and it failed to meet the basic standards of weather protection (claimed on the tag and blurb). On contacting CS, I was being educated on "layering" having climbed a few peaks!

I am now declined returns as I have worn the jacket albeit for less than 30 minutes and it has failed miserably.

What a total snob of a company, poor product quality and fails miserably on the customer services. Reading recent reviews below, I expect people to wise-up and deliver their judgement on falling standards.

Totally wasted purchase of £119 at a discount!

I measured myself to double check, ordered my usual size, the item received was apparently the right size, but was actually way too small. They then charge you £3.60 to return something (there is a "free option" apparently but it is conveniently hidden) and you have to fill in a paper form, including your credit card details. What is this, the 1990's?! When you get the refund, they also discount their delivery fee of £3.95, so in the end, each return ends up costing you £7.55.

I bought a Rohan Valley jacket in a sale with 50% off. The jacket is ok value for that price, although it seems quite fragile having already ripped in the sleeve after a couple of months. I would be very unhappy paying the full price of £150 for an unlined, non waterproof coat, that was made in Vietnam. Rohan either need to improve quality or lower price.

Chichester Shop staff and rohan customer service were brilliant. I purchased a lightweight waterproof windproof momentum jacket, approx 4 years ago. This products waterproof lining is now deteriorating/ flaking. I feel This product is now definitely not waterproof. It retailed at over £200. The inner water proof lining wrinkled and flaked away around the hood so is no longer fit for purpose.

I have a Rohan jacket that was still waterproof and in good condition but a little dirty so I washed it following their instructions exactly and using the correct product. The jacket is totally ruined and I cannot use it anymore. It has gone wrinkled.
On their website Rohan say that they encourage people to clean and repair their clothes and to be environmental but when I contacted them about this issue they just said the jacket was too old. It was fine before washing. I feel fobbed off.

I bought an Imber jacket described as versatile which was only useful when fully zipped with the hood up, with only eyes showing. Otherwise had redundant flaps. Customer service said they would check for manufacturing defects, and fell walkers had approved the design. I wrote a review online advising this. It was not published. Still no reviews of this online.

My partner and I own around 10 Rohan jackets between us. We had an issue with 2 coats after washing them - they were 2.5 years old but hadn't had much wear - so I contacted Rohan in the hope that they could be reproofed. After returning the coats we were contacted by Rohan's customer service team apologising that the coats hadn't performed to their expected standards and offering us brand new replacements which arrived with us within the week!! Absolutely superb customer service - we've always been very happy with our Rohan purchases and will now stay with them for life :)

We bought a Kendal waterproof jacket before my husband set off to walk the pilgrims route to Santiago de Compostela, knowing from previous experience how poor the weather can be in Spain in October.
This item has failed completely allowing water to soak through and my husband now feels that he has suffered hypothermia because it’s inability to keep the rain out.
Four days of rain with a lousy waterproof has resulted in debility and extreme discomfort.
Beware anybody relying on this Rohan coat in poor weather.
It will be returned asap. Thank you Rohan for such a garment, when I contacted you to tell you what had happened that was your response ‘send it to us when he gets back ‘

I am a longtime customer of Rohan and love their products. However a pair of my trousers developed a manufacturing fault and customer services couldn't have been more helpful. They kept me informed every step of the way and paid for the return. The repair is excellent. Thank you Tammy and the team.

Did some research on a good set of 20x50 binoculars ,rohan came up mostly as luxury end of the pick, purchased said binoculars ,and immediately noticed a crack in the plastic front obj lens casing meaning it can not focus properly as its not fully or correctly seated ,emailed rohan with the issue (fully prepared to buy a new replacement casing) still waiting a response 3 weeks later, feel a bit let down by customer service and no other contact or source of parts to be found looks like i got a dud.

Ordered products - came quickly as expected. But the returns process is painful. Really hard to read small print instructions, and the web site to print return labels does not work. Despite repeated attempts.

Most companies include a returns label - but this company says it's free to return - they just don't mention it does not work !

I have used the Rohan store at Stoney Stratford for a number of Years and have always enjoyed great service from the team but would like to single out Anouska for a special mention as I find her product knowledge second to none. She is able to relate to my specific travel needs (adventure motorcycling/ touring) and has directed me to some of the best kit I have in my panniers. Great products great people!

I saw a Rohan coat online which I really liked and did not have my size online so I emailed Rohan Customer Service to ask if any of their shops had my size. Within a matter of hours Rohan managed to source me the Rohan Farne coat and a couple of days later I have received it. A great quality coat and good communication from Rohan throughout and will be buying from Rohan again :')

An extremely rude shop assistant in the Cambridge store became aggressive and defensive when I pointed out that the label on an item which claimed 25% discount was false, since the discounted price was only 12% off the original price. This is false advertising. She proceeded to raise her voice and snatched the item away.
The store looks messy. This is not great service, in a climate of austerity, Rohan should be less complacent.

Wonderful clothes - Woeful staff 29 July 2023 11:00

I’ve just had an experience in Rohan Cambridge which I never expected. I was looking for Bag Shorts in the sale and noticed that some shorts with a 25% off label were priced at £57, reduced from £65. This is a reduction of around 12%. I took these to one of the female assistants who shall remain nameless (more on this later) and pointed out the error. She became quite defensive saying ‘oh, that’s human error. We get a lot of that.’ She confirmed the price at £57. I asked for another size and if they had other colours and the gentleman assistant was quite helpful in searching the stockroom for my size etc.

My partner arrived who, in her professional role, knows a thing or two about false advertising. We both advised the staff to remove the 25% off labels to which we got no effective reply. When we looked to see how the label might come off, the shorts were snatched from us and the unnamed assistant (more on this coming soon) said ‘well that has crossed the boundary’ followed by further words implying we were breaking the law or at least unworthy customers.

We were both quite shocked at the personal insults, dismissive attitude and snatching of goods. We left the shop without purchasing anything. After discussion we decided that we would complain about the unnamed assistant, and I went back in to ask her name. She started ranting about feeling uncomfortable and us oppressing her and refused to give her name. When I explained why I wanted her name the other, much younger, female assistant joined in and they ganged up on me, making it very clear I had no right to ask for a name. I pointed out I could simply take a photograph of the (still unnamed) assistant and then all hell broke loose, and this time I was very definitely told I was breaking the law. We left - but I do have the photo. As we left, the unnamed assistant said ‘I had a feeling about you from the moment you walked in’.

In these days of social media, such abysmal customer service should not exist, and Rohan needs to address it.

Had an issue with a jacket. Contacted them and sent it back for investigation. In 2 days the matter was resolved completely. As always, the best customer services around - and not off-shored.