belstaff.co.uk

⭐☆☆☆☆ Very poor post-sales service and drawn-out returns process

Order number: UKW-292960I ordered a top online as a Christmas present for my dad. Unfortunately, it didn’t fit, so I processed a return on 30 December 2025.From the outset, the returns process has been unnecessarily frustrating. Belstaff’s online returns portal does not work, so I had no way of tracking the return myself. In mid-January, I contacted customer service to ask for an update. After receiving three auto-generated emails saying someone would respond shortly, I eventually heard back from a representative named Rajdeep.I was told that due to the festive period, delays were expected. My return was apparently received at a local hub on 01/01/26 and then sent in a batch to their warehouse on 09/01/26. I was informed that returns can take up to 14 working days to be processed once they reach the warehouse. While I was unhappy with how long this already was, I accepted that this was their process and gave feedback that it significantly lengthens the customer return journey.On 23/01/26, I received another email from Rajdeep apologising again and stating that, despite the high volume of post-Christmas returns, my refund should be completed within 1–3 working days. Based on this, I should have received my refund by 28/01/26 at the latest, or 29/01/26 at the absolute latest based on the 14-working-day timeframe they themselves had set.Neither of these deadlines were met.As of 29/01/26, with no refund received and no proactive communication, I contacted Belstaff to say I was now instructing a refund through my bank, as they appear unable to process it themselves. The whole experience has been long, drawn out, and extremely disappointing. It also feels as though customer service responses are deliberately delayed — often arriving late on a Friday — seemingly to stretch the process out even further.For a premium brand, this level of post-sales service is unacceptable. I am very unhappy with how this return has been handled and would think twice before ordering online again.

Date of experience: Feb 03, 2026