Review Time
Following a protracted experience in January 2026 to replace a faulty pair of PJ bottoms, a new pair arrived. After a couple of wears, a large hole appeared on the outer leg seam. These have been returned as well.
No more. The quality is appalling.
They charged me for items I returned properly/clean/with tags/etc. I send them the receipt that stated I send the package, they didn't care. It's really, really, really bad. So watch out! This is an expensive joke.
I ordered boots on December 13th. After numerous attempts to reach out and request delivery, I still haven't received them. I've received emails saying they would investigate the delay at the delivery depot, yet I also got emails asking for a review of boots that haven't even arrived!
This is my second experience shopping with the company. I've really liked the shoes both times, but unfortunately, I couldn't wear them due to sizing issues. I'm a standard UK9/EU43 and haven't had problems with other retailers. However, it seems different here. Why is it so challenging to get the size right? I carefully followed the measurements from the size guide, and my last order was a pair of glossy black loafers in size 9E. Unfortunately, my excitement faded when they didn't fit. It appears I should have opted for a 10EE instead. This has been quite frustrating, and I hope the support team can reconsider their shoe sizing to better match that of other retailers for an improved customer experience.
I've encountered ongoing issues trying to return two pairs of sweatpants. Living in the US complicates communication with their customer service, which operates on London Time. I followed their return instructions, but have heard nothing back. I've been a loyal customer since the 1980s, but now I just want my refund. It's frustrating to have to contact them at my own expense and during their hours.
The ordering and return processes are frustrating. I only managed to get in touch after leaving a review. It’s taken weeks to initiate my return. After many difficulties, I still haven’t received the confirmation email for my return label, which is essential. I receive marketing emails regularly, so it's not an issue with my email account.
As a regular customer, I was initially satisfied, but my recent order was problematic. I was missing an item worth a significant amount. After contacting customer service, they claimed the parcel was complete based on weight, despite the missing item. I felt dismissed and accused of dishonesty. I won’t be returning and will be filing a formal complaint.
I used to shop without issues, but recently it's been very disappointing. Avoid buying unless you are sure you won’t need to return. While the goods arrive on time, returning them is impossible. I’ve been trying to reach the support team for days without any response. The quality has declined and the trust in the brand has diminished significantly.
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