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.

Won't refund faulty products I've bought products from this company a few times and always had a good experience. However I recently purchased a pair of goggles that were faulty - they leak water and constantly steam up. I contacted the company for a return/refund and was told 'I’m afraid you can’t return non-faulty items if they’ve been used in the water.' Which makes no sense as the product is faulty and how do you test goggles if you can't use them in water. To date they have not responded to my follow up emails. I won't be using them again. Shame

Small neoprene sheet purchase Purchased some small 2mm and 3 mm sheets for repairing a wetsuit. Received 2 x pieces of 4mm!! I contacted them but received no response. I do not think I will be using these guys again.

No replacement, no refund Sent wrong item, admin kindly sent a return label. No refund, no replacement, will open chargeback claim tomorrow. Next time I’ll save myself the hassle and buy elsewhere. Really disappointed.

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.