Review Time
I recently returned four items to the company but was only refunded for three. After reaching out, they quickly credited me for the fourth item with an apology for the oversight. I also visited their London shop where I saw the new collection—gorgeous clothes, although some of the lightweight cotton dresses and blouses felt a bit flimsy. Overall, the quality remains quite good.
I ordered a lovely sweater for holiday parties, but only received the leggings. The order status indicated a delay for the sweater. When I finally contacted customer service weeks later, I was told it was sold out, which was not the case when I ordered. They offered no apology or valid explanation. Now I'm left without the sweater, no time to find alternatives, and a lot of items to return. It's incredibly frustrating, and I won't be ordering again.
I am very disappointed with the quality of the jumpers I ordered. I decided to return them on October 18, following the instructions. However, something went wrong in transit. As of November 14, I still have not received my refund. I've exchanged emails with customer service and received an apology for the delay, but waiting this long is unacceptable. I no longer trust their returns process and will not shop with them again. Now it's November 25, and despite tracking confirmation of my return, I still have no refund. Customer service has only asked me to be patient. I wonder if there's more they should disclose about the company’s financial status. I advise against buying from them!
The company has the most convoluted returns service. One return I sent months ago was never acknowledged, and my latest return seems to have gone missing. I sent it via UPS, and it returned to my home after 12 days. After contacting customer service, I was told I had completed the correct forms but needed to take it to the post office myself. They assured me I wouldn’t be charged for postage upon refund. I had to follow up multiple times just to locate my refund. They are great designers, but their returns process is frustrating. I have a voucher to spend with them, but I may need to look elsewhere for my clothing needs.
I ordered a scarf from the company on November 12. The payment of £77 was deducted from my account on November 20, but the scarf never arrived. I managed to order another scarf, which arrived quickly, but my inquiries about the first order went largely ignored. After a lengthy call with customer service, I was promised a refund, but a week later, it still hasn't been processed. When I called again, I was told the system change was to blame and they couldn't provide a timeframe for resolution. This used to be a reliable company.
The woman on the phone at customer service was appalling: she was rude, unhelpful, sarcastic and waffled all of her answers on purpose. It was a byzantine experience. The clothes needed to be returned cos they were bad too.It has cost me over £20 to return the items after two failed sendings… i think they refused the return twice.
It is now 2/12/25 and I have still not recieved the full refund . £92.20 has been paid back to me still owing me £90.20 & £5.09 for the postage I paid for returning it to the London store . Customer Service told me to send it on there and to send a picture of my receipt which I did on 4/11/25:. I have again rang the London store regarding this. I understand that the London store is being overwhelmed by the reversal of the returns system and do sympathise, however both coatigan and dress were returned together in the same packaging I recieved them , so why refund only part of the original order. I have been told that refunds are made from Sweden. GS is making money from holding on to our money and GS needs to get herself working harder to refund what is owed to the loyal customers who have supported her business over the years .I really feel that a review is justified. Having ordered 2 items early September 2025. The delivery started the 1st of so many problems for me. The order was delivered by UPS to a local locker system. I recieved an email saying the order was ready to collect from the Locker. After entering the tracking numbers and other details that were requested., none were recognised by the machine. 2 Passersby tried to help me, without success. Back at home I telephoned UPS and I was given a code to use back at the lockers . This finally released the order. One item, a coatigan which on line shows an attractive floral leaf pattern appeared to be a faint print on the garment . The other item a dress didn't suit, so I decided to return them both. G S policy is to accept returns. However if a refund is required a % is retained for initial p & p . So I decided to order other items in place of the ones being returned. Returning is not easy either as they have to be returned to GS in Sweden. I filled in the 3 lots of paperwork , applied 2 lots to the outer packaging as instructed and went to the original set of lockers to post it. I entered all that was required and a locker opened for me to return the parcel. Once I closed the locker the display told me the parcel had been received and that I would recieve an email and sms messages confirming this. I didn't. So no proof of leaving it in the locker. The following day I contacted UPS I was told without proof of posting nothing could be done . I telephoned GS and was given the original tracking details of the package and the tracking details for Returning it to GS. I contacted UPS again giving them the details and was told there was no parcel with these details on their system. Later that night a lady from UPS rang me to say that she was going to ask the courier to check the lockers for a parcel that wasn't showing on the system. I was so grateful to her. 3 weeks later the parcel was re delivered to me in a right state of rips and tears which had been secured with sellotape. Also UPS had placed a huge lable on the front of the parcel with RETURN TO GUDRUN SJODEN and the Swedish address... So why return it to me ???? I contacted GS customer service and was told that a new lable would be sent via email to me as to post one out to me would take too long. I was to copy the lable , I do not have a photo copier...Today 3/11/25 i spent 4 hours trying to find somewhere get a lable printed. Eventually I did at a cost of of £1.20 . I then took the parcel to the post office, there i was told I couldn't leave it as it was a UPS lable ' scream' I was directed to a shop the other side of town who take UPS parcels. Arrived at the shop to be told they no longer deal with UPS . From my car i again rang GS customer service and was told that i could telephone UPS and ask if they would collect the parcel from my home, which means i will have to wait all day at an address for them to collect or , GS could send me yet another email with an address to copy & place on the parcel covering all the other lables including the one ive just paid £1.20 for ( the lady at customer services told me that i shouldnt have paid anything for the lable !!!!!) then take it to the post office where i will pay up to £7. 90 to post it to G S London. However I can claim this back if I email a photo of the proof of postage.. The parcel is Still with me in my home almost 2 months later. I have gone into such detail over these ridiculous events as a warning of what could happen if you too place an order with GS and decide to return the items.
The clothes are really expensive so I thought they would be great quality and also great length. When they finally arrived..it took quite a while I found the quality quite poor and the lenghth really small. I won't be buying from this company again.
Like so many women I relied on this company for good quality imaginative clothes. OK, sometimes items were expensive but they were worth it for their originality and reliable good quality. Visited the shop today and, frankly, it is a parody of it’s former incarnation. Fabrics feel cheap, designs are boring and unimaginative and the staff, who used to be so cool and friendly, I found irritable and, frankly, not an attractive model for the merchandise. The beautiful woman with the amazing dreads who used to work there modelled the clothes to perfection. I did buy something today but, when I was charged £1.50 for a bag which used to be given for free I knew that was the end for me. Greed - the disease that is destroying anything good, has taken hold of this company which has now lost whatever soul it possessed. Do not be taken in by all the claims and promises.
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