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.
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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.
