Review Time
This is the reply I got from Holland Cooper after an item arrived without swing tags and stuffed into a bag not even folded and no packing at all. Basically if you’re buying an item in the sale you’re a second rate customer who has to accept whatever they chuck out at us. I wouldn’t ever buy from this company again not now I know how they treat buyers.
“Thank you for getting in touch and sharing your concerns regarding the packaging of your recent delivery. We understand how important presentation can be, and we’re sorry to hear that the packaging did not meet your expectations on this occasion.
To clarify our policy, all orders containing full-price products are sent in our premium HC packaging as standard. During promotional periods such as Black Friday or our Christmas sale period, orders containing sale items are also sent in our premium packaging, with the “ exception of certain products when purchased as single units. “ This information is clearly outlined at checkout to ensure customers are aware before completing their order”.
Olivia customer service
I didn’t see this at checkout and still haven’t found it! But basically they don’t care
I had an extremely disappointing experience with customer service recently. I ordered a bag for my spouse's birthday in October, but it arrived faulty. I was instructed to return it for a replacement, only to find it out of stock later. After waiting three months, I reordered it just in time for Christmas, but when it arrived, I received the wrong color. When I called, the representative prioritized investigating the mistake over resolving my issue, and requested a screenshot of my email confirmation to look into it. After I provided that, I heard nothing for three days. I followed up but still received no response. On the fifth day, I was asked to provide details about the faulty item, even though it was the wrong item I received. I followed up multiple times until Christmas Eve, only to be directed to the online returns process that I could have initiated a week earlier. Despite my requests to file a formal complaint, there was no acknowledgment. I'm now returning the item through the standard 14-day process, yet I still haven't received any response. No gift for her birthday, no gift for Christmas. The complete lack of support is not what I expect from a so-called luxury brand.
I was concerned about receiving my order before Christmas Day and reached out to the customer service team on December 23rd. To my delight, I received an immediate response from a real person, assuring me that my item would arrive on time. The quickness of their reply, especially during such a busy period, was impressive, and the fact that the item arrived today was even better. This kind of service is hard to find these days, and the beautifully packaged garment means I won't even need to wrap it before placing it under the Christmas tree.
I purchased a high-value item on 14 December, but for several days, I received no updates or tracking information. I called the support team multiple times and followed their guidance to leave messages, but no one returned my calls. Eventually, I spoke to a representative who promised to check stock and call me back, but that never happened. I also reached out online, but it was futile — I only received responses from an AI chatbot that kept insisting they were 'still within the 3–5 working day delivery window,' regardless of my concerns. After the five working days had elapsed, I called again and finally got someone who admitted there had been a stock issue and the item was no longer available. This raises a big question: why was my payment accepted for an item they didn’t have? I requested a refund and asked for written confirmation that it was initiated. However, I received no email confirmation, no updates, nothing. I am still having to follow up just to ensure my refund is being processed. This has been a complete breakdown in communication and customer service. I strongly advise avoiding this company. Don’t waste your time emailing — you will only interact with an AI and achieve nothing. If I could give less than one star, I would.
I have been waiting for a reply from the customer support team for two weeks. I have sent multiple emails and called, leaving a message as well. They have completely overlooked my inquiries, and I am at a loss for what to do now! It's incredibly frustrating to not be able to reach them. The customer service is quite poor, which is disappointing because the products are nice. I've been a loyal customer for years, purchasing many items, but given this experience, I would advise others to steer clear. There are plenty of other brands that offer better service and don't ignore their customers.
This service definitely deserves a much higher rating than 3.8! My order arrived quickly, perfectly packaged, and the clothing quality is outstanding. All items are true to size and feel luxurious. In short, this is the best clothing platform. I'm currently eyeing a dress that is out of stock; my partner is going to wish I hadn't discovered this brand 😌
The clothes are nice and always look appealing online, although the quality may not justify the high price. However, be cautious of the poor customer service - I received my jumper in a black bag, and it appeared worn and creased. I'm still awaiting a response despite following up several times.
Every item I've purchased fits perfectly and is true to size. I recently bought the Milton coat, which doubles as a body warmer with removable sleeves. It's a fantastic 2-in-1 piece, and I love it, along with all my other items from the company. I also appreciate the option for free shipping. A discount code now and then would be nice, but we can’t have everything 😉
I've bought several items from the company and have been pleased with all of them—good customer support, fast delivery. My latest purchase was a pair of green wellies that are incredibly comfortable and warm, perfect for stable visits, walks, and picking up grandchildren from school in the rain.
This company has been a nightmare! I've placed three orders in the last two months, and two of them were missing items. One order was short a pair of jodhpurs. When I contacted customer service, I was told they were out of stock, and one was supposedly being sent from a stockist, but I never heard back. That pair never arrived, and it took over a month to receive my refund. On another order, I received only three out of four pairs of jodhpurs. I reached out on the day of delivery and didn't get a response until weeks later. They claimed it shipped, so no replacement or refund was possible. The package clearly did not contain four pairs, and despite showing evidence, they refused to rectify the situation. After this experience, I will never order from this company again.
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Luxury British Fashion House
