Review Time
Absolutely Appalling Customer Service – Ignoring Consumer Rights
I am extremely disappointed with my experience with Mainline.
I ordered a white Fred Perry polo shirt as a Christmas present. Unfortunately, the size was incorrect. Within the returns period, I emailed Mainline 2–3 times clearly asking about their exchange policy and requesting guidance on how to exchange the item. I received no response whatsoever.
To ensure I did not miss the return deadline, I returned the polo within the required timeframe. Instead of addressing my request for an exchange or refund, Mainline issued me with a credit note.
After multiple failed attempts to resolve this via email, I called customer service today. The experience was unacceptable. The assistant was sarcastic, dismissive, and completely unhelpful. I was told the only way to get the polo in the correct size was to purchase it again at full price — despite the fact that when I originally purchased it, it was in the sale. I am now financially worse off due to Mainline’s failure to respond to my emails.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have a legal right to cancel an online order within 14 days and receive a refund to the original payment method — not a compulsory credit note. If a customer exercises their right to cancel within the statutory period, a retailer must reimburse the payment using the same means of payment used for the initial transaction (Regulation 34). A credit note does not satisfy this legal obligation unless expressly agreed by the customer.
I have a full email chain clearly showing that I was requesting assistance and a refund within the appropriate timeframe. Mainline’s failure to respond resulted in me being pushed into accepting a credit note instead of receiving the refund I was legally entitled to.
To make matters worse, I was told on the phone that the only way to request an exchange was to manually write a letter and include it in the return parcel — information that is buried at the bottom of their website and not clearly communicated. The assistant then contradicted herself by saying they would not have exchanged it anyway because the item was out of stock.
However, I can clearly see online that the white Fred Perry polo in the size I require is currently available. This makes the explanation given to me either inaccurate or deliberately misleading.
Overall, this has been an awful experience. Poor communication, dismissive customer service, misinformation, and a failure to properly honour statutory consumer rights. I am now out of pocket due to Mainline’s lack of response and refusal to provide the refund I was entitled to under UK consumer law.
I would strongly advise others to be cautious when purchasing from this company.
I placed my order on 4 January, and the tracking indicates that it was delivered to an incorrect address on 12 January, signed for by someone I do not know. I reported this right away. Despite having clear evidence, I received no updates for several days, no apology, and no solution, while still being charged. The item was intended as a birthday gift, which I missed. When I followed up on 17 January, I was told to wait even longer, given no alternatives, and denied access to investigation notes unless I submitted a formal request. As the seller, the responsibility for delivery lies with the retailer. This situation was managed very poorly, and I still have not received a resolution.
I received a response indicating that I didn't provide proof of return, but I did. They claimed they are not responsible for the return since they didn't provide a return label. They confuse you with various return dates. In my return package, I included a note stating I only wanted a larger size of the shirt I sent back. AVOID THIS COMPANY unless you are certain about sizes. Returning items or getting size exchanges is a nightmare.
The customer service of this company is truly disappointing, and their returns process seems designed to evade refunds at all costs. I returned a jacket simply because it was too large. It was briefly tried on indoors and sent back in perfect condition. Their response was to refuse the return, alleging that the jacket "smelt heavily of perfume" — a claim that is entirely untrue. I now have the item back, and it has no scent whatsoever. No perfume, no aftershave, no odor at all. This accusation is completely baseless and frankly insulting. When I challenged them, they resorted to "company policy" as if repeating those words makes an unprovable claim acceptable. No evidence was provided. No discussion. No resolution attempts. Just a dismissive refusal and an expectation that the customer should simply accept it. This sets a very troubling precedent: the company can arbitrarily assert that an item smells and use that as a blanket excuse to deny refunds. If that’s the case, their returns policy is not a policy at all — it’s a weapon. This has been the worst experience I’ve had with an online retailer. Accusatory, evasive, and utterly lacking in integrity. Once they have your money, customer service vanishes completely. I am now left with an item I cannot use despite following their returns process correctly. Anyone thinking of shopping here should be fully aware that returning an item seems to be a gamble — one where the house always wins. I will never shop with this company again and strongly advise others to steer clear unless you're comfortable risking your money.
All items were returned, and I can't understand why providing an accurate size chart is so difficult. The sizes from different designers—S, M, L, XL—vary greatly, and the current trend of oversized shirts is not mentioned in the descriptions. For instance, I received a Medium shirt with a chest measurement of 48 inches!
I placed an order a while back and it never arrived. Initially, they refused to issue a refund, but after discussing consumer rights, I managed to get it. I tried to make another order recently, but they refunded me immediately again and said this would happen with future orders. It feels like I've been blocked from ordering. I've never experienced a retailer like this; it seems poorly managed.
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With over 6 million dispatched orders to over 120 countries Worldwide, Mainline Menswear are Official Stockists of over 12,000 Products from 85+ of the World's Best Menswear Brands Online Including: Hugo Boss, Armani, Ralph Lauren, Nike, Adidas Originals, Fred Perry, Lacoste, Diesel, G Star, Levis, CP Company, Versace and many more.
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