Castleberg Outdoors: most-reported complaints
Automated analysis of 273 public Trustpilot reviews published 2012-08-30 to 2026-09-02. TrustScore 5 from 5,280 total reviews — see the Trustpilot page. Quick answer: is Castleberg Outdoors legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which accounted for 22% of the 37 complaints identified across 273 reviews. Delivery delays were the next most common issue, cited in 19% of complaints, followed by products not matching their descriptions at 16%. Misleading pricing was reported in 14% of the complaints. No specific trends could be established for these issues due to insufficient review volume.
How to reach Castleberg Outdoors
These are the contact details Castleberg Outdoors publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01729 823751, email [email protected], address Cheapside, Settle, BD24 9EW, GB.
The company claimed its Trustpilot profile on 2015-06-11, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-21. Trustpilot ranks it 1 of 89 in Outdoor Clothing and Equipment Shop. We last checked this profile on 2026-09-24 and found 11 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.8★ on Google (0 reviews)
TrustScore over time
5.0 → 5.0 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (0%, 0.0d) · 2026-08-15 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-24 (50%, 4.0d) · 2026-08-27 (50%, 4.0d) · 2026-08-30 (50%, 4.0d) · 2026-09-02 (50%, 4.0d) · 2026-09-08 (50%, 4.0d) · 2026-09-11 (50%, 4.0d) · 2026-09-14 (50%, 4.0d) · 2026-09-17 (50%, 4.0d) · 2026-09-20 (50%, 4.0d) · 2026-09-24 (50%, 4.0d).
Severity: 5% of this company’s 37 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Measured reply time: across 35 negative reviews that received a public reply, the median wait was 3.8 days — the company profile reports an average of 4 days.
Reply quality: of 35 company replies to negative reviews analysed, 77% engaged with the specific problem and 17% were generic templates.
Review provenance: 233 company-invited reviews in the recent window average 4.95★, while 32 organic (uninvited) reviews average 4.97★.
11% of its 261 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 22% of this company’s complaints vs a 21% median across 152 ranked companies in its sector.
Review velocity: 421 of this company’s 5,280 Trustpilot reviews (8%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Castleberg Outdoors?
Delivery failed
8 reports · 22% of complaints“I have not received my item nor a refund after 6 weeks.”
The company replied on 2024-10-28: “Hello Jayne, I’m sorry that you have had such a negative experience shopping with us. I can assure you we are not a “scam/fake company”. The item you ordered was shipped direct from Paramo and the…”
Our classifier read this reply as a substantive response.
It promised: refund.
“I have not received my purchase, and customer service is none existent”
The company replied on 2024-07-08: “Hello Richard, Thank you for taking the time to write a review, we appreciate any feedback positive or negative and use it to improve the service we offer. I am really sorry for the problems you have…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Have not received product.”
The company replied on 2022-12-13: “Thanks for leaving feedback with Trustpilot. Good or bad we feel it's important for everyone to see how we are doing and we genuinely use it to improve what we do. We're sorry to hear that you are…”
Our classifier read this reply as a deflection.
Delivery late
7 reports · 19% of complaints“I had to wait another six days to actually receive the trousers I had ordered.”
The company replied on 2015-05-21: “Dear Mr Butterworth, Thank you for your review on Trustpilot, we welcome all reviews good or bad and we are committed to improving our service with your feedback. I am sorry that the delivery was not…”
Our classifier read this reply as a substantive response.
“left outside the house and the delivery man did not contact us when he left it!”
The company replied on 2013-07-04: “Dear Janet, Thanks for your review on Trustpilot. I’m sorry to hear that you’ve had an issue with the delivery service but relieved to hear that the item made it to you despite the mistake. I can…”
Our classifier read this reply as a template response.
“I sought reassurance by email but did not receive a reply at this point.”
The company replied on 2013-01-11: “Dear Brian L, Many thanks for your review on Trustpilot, we really value the independent nature of the Trustpilot review system and feel that it’s a vital part our work to improve our customer…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Not as described
6 reports · 16% of complaints“just don't order the placemats they are like cheap napkins useless”
“The beanie was marked and full of hairs.”
The company replied on 2025-01-31: “Hello Paul, Thank you for taking the time to write a review, we really appreciate all reviews and use them to help guide and improve our service. We are very sorry you were disappointed with the…”
Our classifier read this reply as a substantive response.
“I ordered waist 35/36 pants off the web site but was sent size 24 Eur which is a 34 inch waist.”
The company replied on 2019-08-27: “Hello, Thank you for taking the time to review our service. We really appreciate all feedback both positive & negative and aim to use this to improve our future service. I'm sorry that you had an…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
5 reports · 14% of complaints“Castleberg wouldn't honour the price match.”
The company replied on 2020-12-07: “Dear Mike, Thank you for leaving a review. Good or bad, they really help us make sure we do the best possible job. We discuss them and make changes to ensure we give the best possible service – as a…”
Our classifier read this reply as a substantive response.
“I feel annoyed that I had to pay £18 more (10 percent more than the online price advertised on their website) for buying in the shop.”
“free delivery on all orders over £50" maybe I made a mistake”
The company replied on 2014-04-25: “Dear Ali Thank you for taking the time to leave your review. We love TrustPilot, it gives our customers a chance to leave an independent review of our service and we genuinely welcome any…”
Our classifier read this reply as a substantive response.
Other
4 reports · 11% of complaints“Terrible company to deal with, will not buy from them again”
The company replied on 2026-08-21: “Hi Grant, We're so sorry to hear that you are upset with our service. We are always happy to get reviews good and bad - it helps us get better. In this case, we can't find anything about your order…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Unfortunately RETURNS are NOT free.”
The company replied on 2025-09-22: “Dear Elizabeth, Thank you for your feedback - we appreciate your frustration and will always look at ways we can improve. We can only apologise that the returns process has not been up to your…”
Our classifier read this reply as a substantive response.
“Information about fit very poor”
Support unreachable
4 reports · 11% of complaints“I have not received my item nor a refund after 6 weeks.”
The company replied on 2024-10-28: “Hello Jayne, I’m sorry that you have had such a negative experience shopping with us. I can assure you we are not a “scam/fake company”. The item you ordered was shipped direct from Paramo and the…”
Our classifier read this reply as a substantive response.
It promised: refund.
“I have not received my purchase, and customer service is none existent”
The company replied on 2024-07-08: “Hello Richard, Thank you for taking the time to write a review, we appreciate any feedback positive or negative and use it to improve the service we offer. I am really sorry for the problems you have…”
Our classifier read this reply as a substantive response.
It promised: refund.
“They promised to refund the price match difference on the next day, but does not get it in already 3 weeks until now.”
The company replied on 2013-03-12: “Dear Cho, Please accept our sincere apologies for the problems you have experienced here. As a small family-run business we have very high expectations of our own standards, and we have failed to…”
Our classifier read this reply as a substantive response.
It promised: refund.
Compare Castleberg Outdoors with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-05.