Beware of ordering anything from this company if there is a size required. The return policy is no exchange nor refund so if you order the wrong size you are out of luck. The return policy does state this, IF you look hard to find it as they do not openly let the customer know. I did give 2 stars not 1 star since they are responsive to emails and the product was as ordered, but the item was a different version of other items in the same brand and size I currently own and they did not fit the same. Now I'm stuck with $400+ boots that are one size too small. I would not order from them again if it requires a specific size. read more

They stole $651.78 from me and I never received anything!! When I contacted them 8 times they ignored me and stonewalled me. I had to contact visa regarding a fraud investigation. WORST COMPANY EVER !! I have never experienced anything like this from a company. Please.. so many people have been scammed by this company .. look at google and Better business bureau. This is a horrible company .. so many other places to get great gear. THE OWNER STEALS FROM PEOPLE read more

My husband and son love the outdoors and airsoft, they ordered several hundred dollars from this retailer and unfortunately it has been negative to this point. If a items aren't available then don't say they are and take honest people money. They have been planning a event and gave more than one order just to be told not in stock and they would have to wait. Sometimes business owners need to be held accountable for how their business runs. It hurts to see the disappointment on there faces for a second time from this outlet. read more

If you order online, you can maybe expect your order sometime in the next year. My order sat and languished for over two weeks before someone could be bothered to throw it in a box and tape it up. Had I known this ahead of time, I'd have ordered from the states and already received it. read more

These reviews are so true. I wish I read them, but I guess actually experiencing the same problems as some of these really bad reviews will forever keep me away from buying from them again. It looks like they deliberately don't send your entire order, or even send the wrong lower quality items and then they don't answer emails or phone calls. I called my credit card company and hopefully I can get a refund because pretty much half of my order is missing and was sent low grade items I didn't even purchase. I bet they are going to want me to pay for the shipping of the items I didn't order to get the refund. Buyer beware. read more

Avoid this business. Terrible customer service, impossible to get a hold of anyone, they sell products they don't have in stock and won't issue refunds when they still haven't shipped them over a month later. Calling my bank now to file a dispute. read more

No stars!!! Not a trustworthy business. Website says items in stock but really are not. They hold your money hostage until they can find the item to sell to you. If you order multiple items, they will only ship you what they can get. Yes they will refund you for what they don't send, but if thé item that was not sent is an integral part of the package, you can't send what was sent to you for a full refund. They state that there's a 20% restocking fee. It's like getting a car with no steering wheel. They send the car but not the steering wheel. Sheer con artists. read more

Terrible customer service. Will not respond to messages or emails. Sent products that don't work. Shipping took forever. Terrible experience. Would not recommend for any airsoft purchases. read more

Out of stock and out of pocket on the exchange refund , Avoid as per others are saying.

I ordered an A & K m4 style aluminum receiver to finish my m16 clone. This order was place meh Apr 3 ish and it's still awaiting fulfilment (aka not even shipped). To buckle it all down, I move soon and the damn thing probs won't come by then. The total price was $58.something With free shipping using a promo code so I though it was a steal compared to the same thing on evike...... guess I'll wait to see. At the very least they could stop saying thats they are a Canadian company cuz they order there stuff from the US read more

I ordered a pair of Canadian military wind pants. Waited awhile and then they arrived, but in the wrong size, they were way too big for me... the sizing label was torn out so I couldn't even say what size it was, and in my opinion the label was torn out so that Hero could say they didn't know what size it was when they shipped it because they did not have my size in stock to begin with. Pretty shady, haven't ordered anything since then and that was about 3 years ago. Since then I have spent hundreds of dollars on gear but none of it at Hero! read more

Placed an item on December 1st, for a Christmas gift, for my nephew. It's now December 29th and the item hasn't even been shipped. Sent a message to them on the 21st and I still haven't recieved a response. Pathetic business practices. This place is gone to the gutters. I'll never place another order to hero. I can recieve an item from China before they even ship me something (I live just over an hour away from their location). I would cancel my order but it will cost me 20% restocking fee. This place is trash. read more

I've purchased from Hero Outdoors only to not get what I ordered. After many attempts by phone and email, I have turned to contacting my bank for a refund. I should have listened to all the bad reviews at all the sites I found. The largest being the BBB and Google Reviews. It's strange how a company like Hero Outdoors can have nothing but 1-star or 5-star reviews. Padded 5-star reviews to make up for all the 1-star ones? I hope the banks, credit card companies and PayPal finally put a stop to this companies business. read more

I purchased several knives online from Hero outdoors in April, I attempted to contact them to amend the order. There was no response from numerous attempts to call, email, message within the order system, and even facebook. I then requested for the order to be cancelled after a week since ordering. I finally got a response on facebook which only stated that they would pass it along to someone else. Horrible customer service. I am getting my credit card company to sort this out. read more

I purchased a simple military style belt September 2019. I have a record of purchase from PayPal, that is all. I have sent numerous emails, several phone calls, to no avail. I honestly believe, this is not even a store, just another scam and we all fell for it. 'Large, [absolute garbage] family-owned outhouse' for steaming piles of lies. A Plague o'both your houses! read more

Absolutely terrible company to deal with. Customer Service, hah! it doesn't exist. On August 24, 2019, I placed an order for several items, including a WG Full Metal Compact 1911 Airsoft Pistol - Black, with Wood Grips. On Oct 23, 2019, I followed up by e-mail as (according to the website) my order had not shipped yet. No Response. On Nov 13, 2019, I threatened to take legal action against them if I did not hear back within 30 days. That got their attention. I received an e-mail stating that the pistol I had ordered was discontinued and they offered me a chrome pistol with faux grips. I replied the same day, agreeing to accept the alternative pistol. Still having received no pistol, I followed up on Dec 8 and again on Dec 24th and again on Feb 19, 2020 and on Feb 26, 2020. I finally got a phone call from John at HeroOutDoors apologizing for all the problems I have been experiencing AND promising to have the pistol out to me in the next 10-15 days. He said that if I have any future issues, to call the store and ask for him personally. Stupid me, I told him to go ahead and send the pistol I should have just told him, to refund me my money. I e-mailed on May 21st, 2020 as still no pistol. I tried calling the stoire but no one picks up, it just goes to an answering machine that leaves you a message saying that they are not answering their phone as they are trying to clear yo their backlog of orders. (That is pure BS, in my opinion). On June 1st I emailed giving them 10 business days to refund my money or I was going to take them to Small Claims court. Today (June 22nd) I received an e-mail saying they are crediting my card in amount of $77.73 and to allow for 5 business days for the transaction to go through. So, they took my money back on August 24th and I am finally getting a refund TEN months later. This is the third time that I have had issues with them. It is the last as I will never ever do business with these clowns again. Trust the 1 Star reviews because most of us are all experiencing similar problems. Or...b you can always find out the hard way, like I did. read more

Hero Outdoors charged my credit card for an order I placed on its website, however after 20 days of waiting in vain for the order to be fulfilled and not receiving a response following multiple inquiries for a delivery estimate/fulfillment update, it has become clear that this business is either failing or is actively involved with scamming its customers. The likelihood of the latter being the case is supported by multiple complaints lodged against this business by other (similarly affected) customers at a variety of online review sites. While Hero Outdoors has stated publicly that the majority of its order fulfillment/customer service issues stem directly from circumstances outside of its control (i.e. COVID-19), a cursory review of the complaints lodged against them reveals that they have an established track record of charging for products that are never delivered/received, which extends well before the Coronavirus outbreak began a few months ago. Furthermore, Hero Outdoors' typical response to its customers when openly challenged with these concerns appears to be doing anything it can to avoid providing a full refund or to deliver the products actually ordered. For example, this business will often ship out a small portion of the outstanding order and then fail to send the remainder, forcing the customer to continue waiting for items that will likely never arrive (if the customer is eventually given the opportunity to cancel their order, then they will need to pay a 20% restocking fee and ship back the items that they received (at their own expense) if they hope to see a refund). Hero Outdoors will also send substitute items for products that are out-of-stock, sometimes without informing the customer beforehand. There are also multiple reports of deliveries being sent, or refunds given, that do not correspond to reality (i.e. they are never received by the customer), prompting the need to initiate lengthy restitution proceedings through banks, credit card companies, etc. In short, either Hero Outdoors is outright deceiving its clientele about the availability of its "in stock" items (presumably because they are drop shipping many of their products from another source), or it is committing outright fraud by selling products it doesn't actually have/have ready access to. They also appear to employ bait and switch tactics when they are unable to provide/source an item they've sold, and are chronically unresponsive/uncooperative with their clientele when legitimate concerns over their excessive wait times invariably arise. Either way, this is a scam, and a reprehensible way to be conducting business. read more

Very poor customer service. First, I ordered a used product that was in very poor condition, sold at a price similar to a new item. Then they refused to refund me and asked to use the store credit. I purchased a different item, and 10 days later it hasn't shipped yet. I tried to call customer service a few times and always I was placed on hold for more than 15 minutes, while reminded that I am the first customer in line. they won't reply to emails either. I wouldn't purchase anything from them again. Not sure why they list products if they don't have them in stock. read more

Complete scam. No contact. Don't answer phones. Don't answer emails. Only way to get your money back is calling CC company.

You might as well be trying to deal with mainland China when it comes to customer service. They ignored my emails, shut their phones off and instead of communicating even with PayPal due to the dispute I opened, they just keep updating the order status. I only ordered what they claimed was in stock, however it's now been 35 days. They did send me one email that stated my order would go out on the week of April 24, 2020. So be forewarned people. Once they have your money, you may never see your order like me. read more

I order some small items like like a compass and a canteen in the past and had no problem. I recently ordered some wool socks and some gun sights. I had a question about the sights and tried calling them but had no luck. Then I found the reviews about them and and saw all the negative feedback. I figured I was screwed but I got my socks and the sights ended up being exactly right. Maybe I'm just lucky. read more

Recieved a rain poncho that was caked with blood and vomit and smelled horrible, it had to be thrown away. Another item in the order was a box of co2 shells but they were unpackaged and just tossed on the poncho. Terrible service. read more

Poor. I recommend not to buy here. No response to emails. Orders that take months to arrive and the vendor sells items that are clearly not in stock. Read the web reviews before buying here. read more

These guys should be called"Horror Outdoors". There is definitely not a hero among them. They advertise items on their website as "In-Stock", but they aren't. THey have to then order them, then get them in. I have waited 19 days since my purchase and still nothing. I have asked numerous times for a refund, they either don't answer or they they just dismiss you. I have now filed a complaint with the BBB, Consumer Affairs Ontario, PayPal and my CC company. The CC company will do a reversal tomorrow, but it's sad it had to come to that. STAY AWAY from this place!! read more

Always got what I ordered in a timely fashion, and been happy with the pricing on things as well as the quality of the surplus equipment I've purchased got closer to new than I was expecting. read more

I placed an online order recently, and yes to receive my order took a bit of time, a reviewer said they ship at glacial speed. Perhaps they are not the fastest, but I ordered near the Christmas season 1, and 2 I do realize they may have to get the product in from another location and 3 they are not a big store and yet they do also do mailorder, that can be alot of work. I took that into account. I found the lady at customer service very friendly patient and knowledgeable about my order. When I got my order I found the merchandise to be exactly what I ordered and of excellent quality. Hero Outdoors's Rothco Pants are cheaper then any other Canadian store. for me a good customer experience always goes well when I realize the people on the other end are doing their best and understanding is a two way street, that's just my pov. read more

Be VERY careful ordering online here. Their prices are decent, but i've had nothing but unpleasant expierences. They had an Airsoft gun listed on their website, and i had ordered it. Two weeks later i get a call from them, they never ACTUALLY stock the item in the picture, the one they stocked for that price was actually a cheaper version of it. They removed it from the website, and told me they'd upgrade me and throw in a free sight with it. I got the gun eventually, but never the site. They told me to leave on my next order with their site that im still waiting on the sight. I then ordered magazines for the same gun (how can you go wrong here?) they had the info wrong on the page of the order, and sent me different magazines than listed. They also sent me a default battery (the kind that comes free with your gun) when i had ordered a more expensive, higher charge battery. Their excuse? "We didn't have it in stock". One more quick note, be careful of products they list "NO REFUNDS". I ordered an airsoft pistol off them with that listing, the slide, which is metal, literally broke within 3 magazines of the gun. Replacing the slide would cost half the cost of the gun due to shipping outside of Canada. read more

Worst possible airgun company to deal with. Really only deserves "-"5 stars. Anyone who gives it more than 2 stars, is probably an employee od Hero Outdoors. I placed an order in August 2019 for 5 items. I am still waiting for the 5th item (the main item on my list) to arrive and it is now Jan 26-2020. Over the past year, I have placed several orders through Hero and every order seemed to take forever (2 months or more) to arrive. Do yourself a favor, buy from someone else and save the stress. Or, you can go ahead and buy from they and see first hand for yourself.....what a fool you were! read more

DO NOT ORDERS from them !! SCAM, pure and simple ! Bought a case of 14 MRE: You sold me a mre case made in 2017, I was hoping something more recent, at least let the consumer know that he his buying old MREs. Tried the spare one i ordered: cake made in 2017, was rancid and had an oily smell. Heater not heating, have to use microwave to get the job done, which negate the point of it. One of the 14 mre was found leaking, at some point someone tried to stop the leak by adding some translucid tape Inside it's bag... I don't know how you could sell those. But at this point i don't want to know, i'm whiling to send you back the case for a refund, BUT NO YOU MAY NOT: NO RETURN/REFUND politics. NOT even answering mails (OFC they won't it's a SCAM !), this company shouldn't be allowed to steal money from trusty consumers. AND NO COVID, DOESN'T EXCUSE SELLING THIS KIND OF PRODUCT. On a postitive note: shippings was fast. read more

Doesn't deliver products ordered online. Complete lack of customer service - doesn't respond to emails, phone calls, and their storefront is "closed". All the hallmarks of a fraudulent business. Take your money literally anywhere else. Contact your financial provider's dispute line to reverse charges to credit cards, or Paypal's dispute system. read more

Sent an email to ask if part was in stock, got back an email a few days later stating that it was in stock in their warehouse. Ordered part on Feb 27, 2018 part still not shipped on April 17, 2018 . After several email I asked for cancellation and refund, they then created a Canada Post tracking number but didn't ship yet still waiting 2 months now and not shipped yet. read more

Ordered some items and things were great, recommended Hero to all my buddies then had issues with another order and all I was looking for was to return items get a credit towards another order I was waiting to send.Had to explain what had gone wrong several times not sure if this was a ploy or not, finally got a reply from either a Peter or John (as that`s they names he told me to put on the returns ). Several months later and they don`t even answer my emails so I am out the cost of the returned items and substitute items that they didn`t send. Sent 1 final email giving them 2 weeks to resolve it and nothing. I`m in the process of making an official complaint to BBB. All other previous customers that have given 1 star complaints should do the same. Do not let them get away with this any longer read more

Don't order from this company!! All the one star reviews are bang on!! If you're lucky to finally receive your items..they'll likely be wrong! Slowest shipping ever and if you're looking forward to something you ordered be prepared to be disappointed! Good luck getting ahold of these clowns to correct their screw up!! Save yourself the headache and order elsewhere!! read more

Placed an order and did not receive a confirmation email regarding shipping. Gave them a quick call and asked what the policy was. I was informed that they usually allow 10 days for the warehouse to send over certain items before shipping out and that I would get a confirmation of shipping email and tracking information. The gentleman I spoke with was beyond friendly and we had a nice chat. Anyone reviewing customer service as a negative surely brought attitude to their call. A+++ for customer service and overall shop quality/value. Will be ordering again soon. Customer service is 80% what YOU bring to the call. Great people, great shop. PL Edm, Ab read more

This is worst company I have ever dealt with. They have no customer service and are absolutely horrible. Lied right to me on the phone. I wanted an item for Christmas and ordered at the beginning of December, I had to call a few times before I actually spoke to a guy who was not helpful, famous word, I can't help you!! What kind of customer service is that. Spoke to another guy because I said I wanted to speak to a manager, he said he would cancel my order and send me a confirmation. Instead I get a shipping confirmation. How can that be when they were still waiting for the product. Extremely Frustrating!!! I would not recommend ordering from this place at all, unless you want to get screwed. read more

They took a $550 order....could not get the items in, lied for weeks about the status and then refused to provide a refund. DO NOT EVER ORDER FROM THESE CROOKS. read more

Was a painful experience. After several calls and emails I had to put a dispute on Paypal to finally get a response. They promised to ship right away and after 4 weeks I had to cancel the order, dispute again with Paypal and finally get my money back. Never again. read more

just...just never ever order from there, and any good review you read they probably wrote themselves or paid for. you'll never see your money again. read more

I hope the boss reads this as something needs to be done about the less than average shopping experiences your company provides. I've been ordering from you guys for a few years now. The only thing that keeps me coming back is the quantity of goods "available." Customer service is never the problem. Anytime I've needed help it was there for me. Friendly, helpful people. Ordering things from you online is stressful for multiple reasons. 1. There are multiple similar products available. Which is good. So we take time to figure out which one we want. But then you aren't able to ship it. 2. You guys say you have everything listed on your website. And that it's listed as in stock. "It's in a warehouse somewhere." But then you aren't able to ship it. *I think your "warehouse" is just Evike.com. 3. No packing slips provided with the shipment. How can we confirm the correct item was shipped? We can't. 4. Being a return customer, knowing those problems exist, deter me from placing an order. Yet, I was silly enough to do it. I have taken hours/days to decide on products and whether or not to place the order. I've ordered airsoft guns, accessories, clothing claimed to be in stock, but wasn't. I've received incorrect items in the order, no packing slip to prove it. One order was missing a battery for airsoft, but I called and you guys sent it. Said I was lying and that you saw the video of it being packed, I asked to see the video, you guys shipped the battery. I ordered CADPAT patterned shorts, got OD. Got an incorrect set of scope mounting clamps.... no packing slips. My most recent order is totally fucked! I'm very upset this time. Three items couldn't be shipped. Two of those items were the reason I placed the order. All the rest was just filler and stuff I didn't really need. So, it's really great that you're family owned and operated, and Canadian. But none of that matters if we don't get what we order. They always say not to do business with family, maybe it's time to get some outside help, with experience in business and shipping. It would really, really be nice if you actually listed the stuff on the website as in stock or not. Giving the option to back order or something. Please add packing slips to all shipments. I have 15 years shipping/receiving exp. never sent anything without a packing slip. I have had 8 orders with Hero, every order has had a hiccup. read more

DO NOT PURCHASE ONLINE FROM HERO OUTDOORS. Ordered 3 items from them on the 16th of may after a few days sent a email asking if my items would be sent out after the 10 day processing period, received no response. Four messages later finally received a answer basically saying we have your money and we will send the items when we send them. At this point I asked them to cancel my order and refund my money. Two days later received a email saying my items were stuck with CBSA at the border and would ship as soon as they got it. I once again asked for my order to be cancelled and was ignored. Finally called the shop and was told items were there and would ship that day. At this point all Hero Outdoors did was change their website saying the items were shipped, and printed a shipping label. 2 days later Canada Post still doesn't have the package. I called the shop again not only had my items not been shipped, they didnt actually have the items in stock. They faked it being shipped. I once again asked for the order to be cancelled and mt money refunded and was told they couldn't do it. I now have to contact my credit card company and the Ministry of consumer affairs to file complaints against these guys. read more