Poor customer service Good selection of well priced kit, however very poor customer service. I bought a watch from the shop a week ago and tried to return in as it didn't do the function that I required it to do. There was also some confusion over whether or not there was a battery in it - I thought there wasn't one, but they assured me that there was. However, when I tried to return it the staff in the shop were very defensive, accusing and plain rude, looking for reasons not to refund me the money. In this interaction I was also wanting to buy £35 work of kit as well. First they said that it was working when they sold it. This was not the case. I took it home, tried to make it work but it didn't, so I checked to see if there was a battery in it, apparently there was, though I couldn't seem to find it (?!?!). I was told that it was working 'fine' when it was sold. They then accused me of; taking the protective film off (it was still on), using it (I never wore it), breaking it (it never worked in the first place) marking the screen (a tiny mark that was there when I bought it) and of calling them liars and being aggressive. I was told the battery in it only worked when you removed a sticker from the back of it. Though I wasn't convinced by this information (the staff told me that the buttons worked when they gave it to me, but unless they removed the back of the watch, took off the sticker, put the back case on again, tested the buttons, removed the case, put the sticker back on battery and finally replaced the case, this was not true. Despite my reservations, I duly appologised for the misunderstanding. However, the staff at Lomo failed to back down from the attack and persisted to offensive. Throughout this interaction, it was me that was doing the reasoning and the negotiation, while they were rude and accusing. Furthermore, when I was spoken to, they failed to make eye contact, as if they were trying to cover up their incompetence and embarrassment. All I wanted was to exchange the watch because it did not do the function I thought it did. I have never been treated like this and I don't expect to be. Disappointing.

My go-to store! Very pleased with the customer experience both in store and online. Ordered the 60L dry bag rucksack yesterday eve and it arrived this morning which is absolutely insane. Good product, sturdy and good value for money. Will buy more as gifts for the family! I visited the Glasgow store a few years ago to rent a wetsuit. The price was unbeatable and the best thing was that there was no fuss when visiting the store. I like to browse by myself and not be interrupted, yet they were very helpful when I asked for help. And this store was exactly what I needed that day.

Parcel lost, no refund My order has never arrived and I’ve been trying to track my parcel since more than a month. Sent several request to Lomo customer service. Just got superficial answer, something like “we will check with the transporter”. I asked Lomo to pay my money back. But no answer. This online merchant is online customer’s worst nightmare, especially if you order from outside of the UK.

Good night running gear Searching for some lights and gear to help me seen by cars and pedestrians while running in the dark. Found some LED armbands at a very reasonable price and there was even a demo video showing how to use them, change batteries etc. Also bought a hi vis woolly hat for those cold winter runs. Ordered on Monday evening and they arrived by courier on Wednesday afternoon. Great value for money and swift service.

Cheap for a reason. Products don't last long. I'd bought some items from Lomo that have not lasted long before needing to be replaced. I was initially pleased with my purchases but having now used the items, I am disappointed with their longevity. After just over a year's occasional use, my wetsuit has torn in 2 places and the reflective coating from my polarised sunglasses have all but rubbed off. I expected the products to give me a good number of years of use before reaching the state that they are in. The price of their items seemed cheaper than mainstream manufacturers which lured me in but I now know why they are cheaper. Had I appreciated I was buying from the equivalent of a low cost clothes store, I would have bought from a reputable manufacturer and paid the extra for better quality items that would last and therefore offer better value for money. Due to the low quality of the items I've bought and disinterested customer service, I will not purchase from them again nor can recommend them.