Review Time
In the past I’ve been a huge fan of their clothing and presentation of the items. The quality was good until my recent purchase where the high waisted bike jeans I bought were terrible quality. Having owned a few pairs prior I bought a pair in the sale and after only two washes as instructed they have wrinkled at the groin area and are no longer wearable. I reported this and sent photos to customer services and received an immediate response that they would forward my issue to the relevant department. Since then I’ve heard nothing back and sent 4 follow-up emails. Still radio silence.
Absolutely terrible customer service; I recently ordered a coat from them, and I accidentally shipped it to the wrong address as my billing address was incorrect and realised too late, I emailed them immediately, incredibly apologetic, asking if it could be changed as they hadn’t even shipped it yet, they sent an incredibly rude and snotty email back saying it was “against company policy” to change it so then I replied asking if it was possible to cancel and that is apparently “against company policy” as well I am honestly shocked and horrified at the treatment I have received from Holland Cooper, over the years I have purchased many items from them and am- or at least was a loyal customer but given this horrendous treatment I will be taking my money elsewhere, they will not receive another penny off me, and I will possibly even send their item back as I do not wish to be associated with the brand and their “policies”
Paid £349 for a coat where a button came off and cuff threads looked untidy, don't expect this for a high end shop. I now have to sew the button which is a pain as I have to go out and buy the thread. Not at all what I expected, makes me wonder if it's all show. Time will tell. Coat is attractive however and warm, just a nuisance I have to fix items.
We visited the flagship store today. This trip had been planned for several weeks to celebrate my daughter’s 21st. She arrived with money to spend and vouchers contributing towards her purchase. To say customer service was poor is an understatement. We were in the store for at least 20 minutes and not one assistant had greeted us, let alone asked if we required any help or guidance. My daughter follows HC and knew the pieces she had in mind - but the store was quite overwhelming and it would have been useful - and polite- to be offered some assistance. After at least 1/2 hour we approached a member of the team (at least 7 members were on the floor) to ask for various sizes that weren’t available on the shop floor. Our requests were met with very little enthusiasm and little effort to actually offer advice /and or alternatives. However, I must point out that one particular garment where we required a different size, a very helpful member of staff called Nathan, was attentive, and seemed to care. He fetched a different size that fitted perfectly. Our experience left us disappointed with zero intention of returning. Considering the brand image and the Instagram Account for HC the store is not a reflection and was not what we had expected or hoped. Staff rude. Purchase less than could have been. My daughter left with over half her spending money which I’m sure would not have been the case had she received full staff attention and decent customer service.
I have now bought several coats and jackets from Holland Cooper and have been delighted with the quality and appearance of each lovely garment. The service is excellent and the presentation of the goods second to none. I would not hesitate to recommend this company highly.
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