I love the look and the clothes and they are pricey. I made the mistake of assuming that because they promote themselves as a sustainable and ethical company that their customer service would be along the lines of somewhere like Lakeland. How wrong I was. After many years of shopping with them, I bought a wool coat this winter. Within two or three times of wearing, the fabric already started to pill under the arms and sides. It is not a robust coat-worthy wool felt, which is not good for the cost, especially as I expect a few years of wear before it starts to look worn (I don’t think this is unreasonable, my last coat from Top Shop was a wool felt one which cost about £70 and lasted 10 years before the usual signs of wear and tear took their toll). So I contacted customer service who asked to see photos. I sent two, clearly showing the issue, the reply I got was that they couldn’t see anything wrong so could I, at my expense, return the coat for examination. This was well within the standard return time of 30 days too. I replied expressing my disappointment with their response, politely, and haven’t heard from them since. I will continue to wear my coat until it’s just too tatty (probably in a couple of months time) and will not shop there again.
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