Review Time
I ordered some shoes from them online and collected in store. Went to pick up the item and it was a big soft package, certainly not shoes. Couldn't return them in store, did the whole online return over 2 weeks ago. Inpost tracking says delivered to their warehouse, new look tracking not updated. No customer service to talk to I just have to hope and wait for an email reply eventually. I'll be claiming back through klarna if I get to 21 days with no response. They used to be good! I used to order items internationally living in South Korea and had no issues now they can't even get my order or refund right...
Initially, I left a one-star review about an order I placed, but since then, I was contacted by an AI customer advisor after completing an online form, although it took several days for a response. Once they reached out, they promptly issued my refund due to my order being lost in transit and provided me with a 20% discount and free delivery on my next purchase. I had also used a £20 gift card, which I had discarded after utilizing it, but they sent me a new £20 gift card since I needed a full refund. Although they mentioned that a reorder wasn't possible due to item unavailability, I found that they were still in stock, so I placed a new order using my discounts, and it arrived within two days. Despite a rocky start and needing to persist for a resolution, everything worked out in the end.
I've made some errors this year with purchases and returned subpar items, but the company has renewed my confidence in finding excellent deals. A low price for a top-notch red jumper made me so pleased that I created an account and returned to buy two cardigans, which turned out to be an even better bargain. Thank you to the company.
I share the same frustrations as many others. I returned an item to the store, so why haven't I received my refund yet? They have the product, yet I was informed that I need to wait until it arrives back at the warehouse. I received an email confirming the return was successful, but I'm still waiting for my refund. There's no phone number or live chat available to discuss the issue; the only way to reach out is through email or a bot, which takes them up to five days to respond. This level of service is completely unacceptable and shows a clear lack of consideration for customers. They don't deserve anyone's business.
I am very disappointed with my visit to the local store. The staff member was disrespectful, lacked basic courtesy, and insulted me. She requested that I retrieve tape from the shop and expected me to assist in processing my refund. Her unprofessional conduct is entirely unacceptable. This individual clearly requires proper training before interacting with customers. I recommend avoiding this store—I will not return!
I ordered two polo jumpers on November 20th, expecting to collect them from the store on December 2nd. As of December 13th, I'm still waiting for any notification regarding their collection or cancellation. I used a payment method that seemed convenient since I only planned to keep one. Payment is due on December 25th. I've emailed the support team nine times, receiving three replies stating my inquiry was resolved and closed, which it clearly isn’t since I haven’t received the items but have been charged. There's no contact number to inquire about the situation, making the customer service experience terrible. I reached out to the payment service, and they want updates from the support team, which I have not received after numerous attempts. Their suggestion to check with neighbors or a safe place is irrelevant because the items were supposed to be delivered to the store. This company is not reliable; I would recommend avoiding them.
I attempted to return some dresses at the store that I had purchased online. While going through the return process, I accidentally left the refund option selected, which defaults to a gift card refund, even though I paid with a debit or credit card. I chose these dresses because they were cheaper, but now it seems the company has the same refund policy as others I’ve had issues with. Upon realizing this, I tried to contact them to request my money be returned to my bank account instead of a gift card. Unfortunately, I could only reach automated messages stating that once selected, the choice can't be changed and my refund (over £100) will only go to a gift card. I want to stress that I did not choose to have my money refunded via gift card; I simply failed to deselect the option that was set for me. I believe this policy may violate consumer rights, and I will continue to caution others against buying from the company until I receive the refund as requested. I will gladly update this review if the situation is resolved satisfactorily!
This has been an extremely disappointing experience. I ordered an item and paid for a return courier, but no one showed up despite the fee of £2.95. Customer service was unhelpful, consisting of nonsensical automated emails, with no phone support available. After expressing my frustration publicly, I received a promise of a second collection, which was scheduled for today. We stayed home all day, but once again, no one arrived. They take your money but fail to provide a proper return service. I strongly advise against making any purchases from them online. I will continue to share my experience until they address these issues and provide a reliable return process. This situation is utterly ridiculous.
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