Review Time
My first order with Holland and Cooper after following them online for ages has been a complete disappointment. I bought the new 'Contour Trousers' along with a few other pieces after seeing them advertised on their Instagram as 'sculpting'. They fitted really well at first, so I was really pleased with them, but after only two wears and a wash following the care instructions they now fall down.I contacted H&C and received a copy&paste reply quoting their returns policy. I had already explained that the item wasn’t fit for purpose or as described, yet this was completely ignored. Since then I’ve sent two follow-up emails over the past fortnight and haven’t had a single response.I run my own business with a customer success team and know how important it is to treat customers properly. This falls under the Consumer Rights Act 2015 as the trousers are not of satisfactory quality and H&C are refusing to acknowledge that. I expected far better from a brand of this calibre and intend to take this to trading standards. I want to warn people to be careful of a brand that will treat it's customers in this way when there is an issue. If they would have helped me, and swopped my old pair for a new pair, I would have been happy and continued to purchase from them in the future. Instead, they hoped I would just go away. This does not create advocacy.
The worst customer service.Ordered and returned a skirt, went to the yodel shop and was told I’d get an email confirming my return as my proof of return, chased yodel as I didn’t receive the email, and then Holland Cooper as haven’t had my refund 14 days later to be met with rude unhelpful staff, one message said the item hasn’t arrived and another saying it hasn’t been checked into their warehouse. This is the second bad experience I have had, I placed an order for an item and had to chase up where it was to be told their stock register was incorrect and they had sold out, then had to chase up a refund on that also. For the price you charge your processes are shocking. I’m now going to waste my time opening a dispute.
What happened to HC ? Well I think I know, they expanded too quickly.I just spent £1500 on a large order and the whole lot was a nightmare. Firstly the sizing is crazy. Some size 12 items were tiny, more like a size 8 and others were huge.In one pair of jeans the HC label was sewn in upside down and the quality of the denim was dreadful. Is there any quality control ?! Needless to say I returned most of the order.After 4 emails and 1 voice mail message that went unanswered I got through to someone on the phone. She said my returned order had been processed but because their email system ‘doesn’t work well ‘ I didn’t get any notification of this. Let’s see if the money comes back…I could never shop with HC again. From A - Z it has been the worst retail experience I have ever encountered.Jade, a word of advice.. stop expanding into every conceivable category and fix the mess that is your customer service, product quality and retail experience.
Easy to navigate website with lots of choice. However, I sometimes find limited sizes exclude me from buying more items, as I prefer a loose fit for knitwear, & some jackets.I received my chocolate brown shearling boots this morning , & I’m absolutely delighted with them.Fabulous quality, with a thick lining, just perfect for our chilly winters.Immediately comfortable to wear.They arrived well-packed in a sturdy box, & with a well made, good quality dust bag, perfect for travel & storing.I’d recommend you size up. I’m a UK7-7.5, so purchased a UK8.Jane Dent
Received an order with a high value item missing. Emailed and no replies. Phoned and left messages and no call returns.Finally told they would check with warehouse then told they packed all items and that was the end of it. Meanwhile, they have not sent the item or offered a refund.Disgusting non existent customer service - rude and dismissive woman on other end of phone. Not impressed that they assume their customer is a liar (who has paid for items not received!) and not the warehouse staff…
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Luxury British Fashion House
