Route One Reviews

Customer service of this company is ridiculous. They can’t help you with your order. Why pay extra next day delivery when they can’t actually do the agreed terms

They were not helpful. The only option for you to talk to was with an online chat. Why is there no phone option where it can be easier?

I am not going to use this company ever again

These guys have gone way down hill. I've ordered skate gear from them before with no hassle, but now they seem to advertise stock they don't actually have. Ordered skate shoes that the website said was in stock...two weeks and two emails and a phone call later RouteOne finally decide to admit they don't actually have them in stock after all. They don't reply to emails by the way - you'll need to call to chase up your refund. Bad show guys.

I placed an order online after seeing some shoes in the Bristol store. A week later I still hadn't heard anything, so I emailed customer services ...... no response I then tried via messenger ..... surprisingly no response I then used the customer service phone number where I was told that the Glasgow store had been asked to complete the order which they clearly hadn't and the shoes I ordered were now out of stock, a refund was quickly raised in this day and age this level of poor customer service is totally unacceptable. In the early 2000's route one were pretty awesome sadly not so much anymore.

Spent £150 forgot to add next day delivery
Emailed and asked to upgrade to next day (obviously I’d pay the extra) got told they couldn’t do it even though my order hadn’t been fufilled! All I could do was cancel my order wait for a refund then re order again. Pretty shocking tbh it’s hardly keeping the customer happy. Will go elsewhere in future.

Poor service ordered a week ago with 3-5 delivery no update on delivery had to call to be told there was a hold up at the glasgow store? Asked for a full refund after reading the reviews

Despite the website infuriating me, i phoned today and a nice lady helped sort it out, refunding shipping for me.

However, in the churn i lost out on an item in the basket through no fault of my own

this is why i deleted my original review

I still order from these, but the returns process is shocking. To the point I only buy things I am 100% confident of sizing etc.basically I was told that I should wait before enquiring about my returns, however it had been three weeks. And since have had no refund. This was over 6 months ago.
They stock great clothing. But I just think their returns and communication needs a hell of a lot of work. And it seems I'm not the only one to have had this experience.

Having read several bad reviews I still tried to order product. The order process is not great. Being told ' zip codes ' don't match when they clearly do is pretty unprofessional as it goes. As a result you lost my custom.
Just not worth bothering with to be honest.

I returned an item on the 27th of May. They received and signed for it on 30th of May. On 16th of June, still no refund. I had to asked them for a refund and they asked for tracking number. Luckily i had it...

This is not the first time this happens. It seems to me that they have a policy not to refund you before you send them a message and complain. They will ask you for tracking number and if you have lost it, then you lost your money...

On top of this, just to mention that to return an item you have to find a curier and pay yourself. They could at least have a return label and keep e.g. £3 from the refund.

Not going to shop from them again.

Terrible refund process, took two weeks and I had to remind them, it was an expensive item so couldn't order again until I had the credit note.

I purchased some cargo camo trousers today in store. went home and tried them on and was to small so took them back and was told they only do store credit and no refund shocking really disappointed last time I shop here ever

Great product line and website.

However after ordering 2 items that would have been included in the 2 for £70 promotion, but actually came to £78 due to overlapping promotions I took to customer support to point this out.

I pointed out that if I ordered my 3 items in 2 separate orders I would have saved £10, with separate deliveries.

This seems ironic considering two of the items are part of the promotion to donate 1% to environmental charities, but doubling the deliveries would provide a cost saving.

Instead of acknowledging the flaw in the logic, I was simply told that 'promotions cannot be used in combination.'

I'd suggest not spending money on human customer support operatives going forward, as it was the most robotic interaction I've experienced.

Admitted that they applied faulty grip, are unwilling to take the board back.

From a review last year :

"I get the felling these guys have got a little too big now ( Sports direct of the skate world? ) and have lost the personal / human / moral touch you get from the smaller guys who are grateful for your business.
I would recommend trying elsewhere. It’s not the fact there was a mistake, it wasn’t the fact they refunded me, it’s the awful level of robot like customer service that means I won’t be using them again."

Couldn't agree more with this.

Great easy to browse website with a wide selection of products. Crazy reasonable next day prices and delivered in sustainable packaging on time. Faultless

The company itself is great. Just be wary when buying their own brand clothing.
I got a pair of cargo pants in my usual size. Fit well, looked nice. A few weeks later I dropped something and bent down to pick it up, riiiiiiip! Tore from belt loop to bottom of bum cheek.
Thought to myself, 'oh, bad luck' and got another pair with an extra few inches added to the waist size. The first day wearing them, bent down to feed the cat and Riiiiiip! Same tear in the same place!
£100 worth of cargo pants and probably five days of total wear combined. Hold them up to the light and you can just about see the clouds through the material. More 'Rip' than 'Rip-Stop'.
Good shop for a skateboard deck and a cheap beanie though:)