Review Time
They sent my husband a box which was delivered to the wrong address. My husband couldn’t locate the box for a few weeks (outfittery were aware of the situation) and by the time he located it and was able to retrieve it Outfittery had taken nearly £1000.00. They were very responsive to emails initially and said they would give my husband 7 days to decide if he’d like to keep anything and then refund the difference. However my husband decided he did not want to keep anything of the items, returned the whole box within the timeframe and has not received a refund. Outfittery are now not responding to emails and my husband gets an automated response to say the email address is not monitored, yet this is the email Outfittery advertise on their FB page
Client service is actually amazing. Full English is available and the person I talked with went above and beyond to make sure everything was in order as needed (had some trouble with the delivery company). The boxes are also quite good, the more they know you the more difficult it becomes for you to send items back. I like the quality of their own brands and the materials are quite conscious
After been charged for items I didn't keep, this dispute was resolved but I'd asked for items to be replaced rather than returned. I received the items and were just awful. The company doesn't pay any attention to your requirements and pretty sure they send out items they need to sell. I filled in the form to return and sent them back via email and here I am again finding out that outfittery are charging me for these. Please avoid this company at all cost. Once this ongoing debacle lasting over 6 weeks has finished i'll definitely be closing my account.
Writing another review as this company does not seem to be able to take responsibility for its mistakes. They sent me an email with my choices I could not cancel it as there was no cancellation button available even though I went online and spent 20 minutes looking for one straight after I received an email about this box, I have cancelled orders before and there usually a cancellation button available, this was not present at this time, ( from other reviews I’ve read this has happened to other People as well ) I then had things to do but later on sent an email to ask for this order to be cancelled as I was away from my residence for a month. At this point i was still receiving emails about this box so it had not yet been processed. I also went and changed my address as after looking up reviews online I seen that they had a habit of just sending orders out even when cancelled and it would have gone to my old address. They then sent the order out anyway, I contacted them further to ask why this had happened after I emailed to cancel it and they stated that they had only cancelled the second order I had placed. I 100% did not place a second order! Why would I place a second order when I was trying to cancel the first and I clearly stated in my email I was not going to be at my residence for a month. I do not understand how they can justify this? This part does not make sense at all. They also stated on a previous review I left that once an order is processed they cannot change address well they did change the address and it got sent to my new address, so they clearly had time to cancel the order as well after receiving the email. The order was then left on my doorstep by Royal Mail, to which I screen shot them the notification I received from Royal Mail to show them it was left on the doorstep, not in my house and my signature was not on it. And I explained that I doubted very much that the order would still be sitting there when I got back a month later and it was there responsibility to chase it up. I never received a reply from them regarding this. I then got sent an email a few weeks later asking for payment, they had tried to just take money out of an old account I no longer have. When I got back the order was clearly not still on my doorstep. I emailed them again to explain this further and that I will not be paying for the order. They got back to me asking me to sign a form to lodge a complaint with Royal Mail, I will not be signing the form as I do not trust this company and I am not taking any liability for items that went missing due to their errors. Never have they once admitted to making mistakes, they just kept trying to pass the blame to myself or to Royal Mail. They could never explain why the cancellation button was not there even though i was within the time frame of cancelling the order and they have never explained why a second order was made or why they sent the order out after a cancelled it ( they cannot say as it was already processed cos if that was the case it would have gone to my old address, they had time to update my address so they had time to cancel the order ) Customer service is terrible and the whole company as a whole seems terrible, at first I thought they just had a bad system/ technical errors, now especially after reading more reviews I think the company is dodgy and trying their luck to scam people out of money. Trading standards should be contacted regarding this company. Do not use!!
On the whole I like Outfittery and their clothes. I switched when Stitch Fix closed and sadly the 20% discount for a full box isn’t offered which is a shame. I would probably purchase more items if they offered it. My biggest grievance is with the return aspect. Twice now I have been charged in full for a box I returned full. Most recently I was charged £645 for a box where I only kept a £20 vest. I immediately complained and to be fair I had a quick response. BUT, the £645 was taken out my account in 24 hours and the refund of £625 is still not in my bank 5 days later! I’m over my overdraft and being charged daily by my bank. The error is Outfittery’s there should be no instance where I am the one out of pocket for their error, but I am. I am now not getting a response querying my refund.
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OUTFITTERY is a personal shopping service for men and women.
Personal stylists handpick clothes and put together outfits that match your style, size, and budget. You get to check your selection before it’s sent, try everything on at home, and only pay for what you keep. Shipping and returns are always free.
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