Review Time
LET DOWN BY POOR CUSTOMER SERVICE.Spent over £300 and not all items were delivered. Emailed customer service explaining that 2 of the items were misdelivered and looking at the picture evidence, we do not know where it was left! We even mentioned that in another picture provided by Royal Mail you can see our ‘safe place’ and it is TOTALLY different. Marjorie just keeps emailing back providing us with the same photos to show that it was delivered (even though we have explained that we do not know WHERE it was delivered to). We ended up purchasing elsewhere in time for Christmas as they were presents but it did not put us off buying again in the future as the products themselves are brilliant. However, Marjorie’s handling of our missing items has made sure that we do not ever buy from here again.Such a shame.
Your logistics are appalling. I ordered two sweaters 28th November and have had to chase and chase the products. The original order was lost in transit and the new replacement order has arrived with only one sweater on Christmas Eve. I have spent £300 with company and they have had my money for almost a month and sadly the sweaters were going to be Christmas presents. There was no phone number to contact customer service, only email contact. Not acceptable for a company selling high end products.
Seven orders placed this year. Five had issues.I've been a fan of Rise and Fall's clothing quality and have placed seven orders over the past year. Unfortunately, five of these have come with issues.Twice, items arrived in ripped paper bags due to inadequate packaging. More frustrating, however, has been the customer service and refund process, which is what prompted me to write this review.I've had to chase refunds on four separate orders. In each case, the return had been delivered weeks earlier, yet I received no communication and no refund was issued. Even with tracking numbers and proof of delivery, the team insisted on waiting for warehouse confirmation (the very source of the delay) before processing anything. On one occasion, I waited three weeks for a refund after the product had already reached their warehouse.If you do order from Rise and Fall, my advice: keep your receipts and follow up proactively, because the team unfortunately won't do it for you. I tried to excuse this as a potential one off, but the frequency of the same persisting issues, will keep me from re-ordering in the future.
I am so disappointed in this company. Bought bedding after reading glowing reports and reviews about it but the colour of it was very disappointing and not as bright as photographed. I returned it the same day I received it by Royal Mail, it was delivered to them two days later. A whole week on and I have no notification from them that they have received it. I have emailed them with photos of proof of sending and delivery. They are prevaricating about refunding me and say I need to wait 10 business days. By that time it will be nearly Christmas. There is no phone number, they take ages to get back via email. There are so many companies out there with excellent customer service but sadly this is not one of them
I’m very disappointed with both the product quality and the customer service.I purchased the Crisp & Cool Organic (percale) sheets, and after washing according to the care instructions, they became extremely hard and uncomfortable — to the point of being unfit for use. This is not what I would expect from bedding marketed as premium.When I contacted customer service, I was told this is simply the “nature of percale” and that no refund or exchange could be offered because the item had been washed. Despite explaining that the issue only became apparent after washing, my concerns were dismissed rather than addressed.What’s most disappointing is that I had intended to purchase several more sets of the other type of bedding for family, but after this experience I won’t be shopping here again. I’ll be looking elsewhere for bedding where quality and customer satisfaction are taken more seriously.
Contacted them about confusion with the products and bedding. Got some clarification, was offered to match the Black Friday deal due to lack of clarity, was requested to pass on my address and the items I wish to purchase for a manual invoice. Never heard from them since despite emailing three times to follow up. customer services took three days to respond until the offer and then just ghosted. Not really a good look. i’m still waiting for a response rise and fall.
I made a return using Royal Mail as per their instructions about 2 weeks ago. It shows as delivered but I have no confirmation from them, their contact email bounces and they haven't responded via their online enquiry system. So I am missing around £300....
I've bought a few items which I was happy with and I think the bedding is excellent and well priced. However a package didn't arrive recently and trying to find a contact in their site was challenging which raised alarm bells. I found a form and submitted my issue and I've not had a response in several days. They have replaced the items now after a delay. So from 1 to 4 stars but CS needs improvement.
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