Review Time
I returned a dress requesting an exchange for bigger size but self portrait refunded me instead. I called customer service and the lady I spoke with was super helpful, kind and amazing, she explained since the refund is processed she will grant the initial discount so I can re purchase the dress and it was shipped within an hour! I'm impressed and grateful for the excellent customer service!
Buyer beware. Terrible customer service and (as other reviews) withholding refunds. I bought 3 dresses online for my wife and used an offer/discount code. One of the dresses was not as the pictures and poor quality and we returned the dress. Rather than giving the full refund for the dress (£128). They refunded £70 and kept £58 increasing the invoice price of the other two dresses and saying the discount code was no longer valid with the return. I offered to buy another dress or said I would take a credit note for another purchase so I can re-qualify for the discount but they refused everything and were very unhelpful keeping the extra £58. Again I only returned the dress as it was not as the online pictures and was poor quality. Horrible customer experience. Won’t be using again.UPDATE. The comment below that I did not mention that the dress did not match the pictures and was poor quality is untrue and is in my email conversation with Claire. Not shocked they would lie in a review response.
I am a newbie to Self-Portrait, but I am absolutely obsessed with the brand! Not only the styles are super chic but the fitting of the dresses and craftmanship is just gorgeous! Also, I want to give a huge shout-out to the customer support team at Self Portrait, especially Jared! He is truly a gem and always goes above and beyond to support customers. If you are lucky enough to work with him, know that you're in good hands! The same goes for every support agent I have worked with, the response time is almost immediate and they ensure the customer is sufficiently supported. I once placed an order with the wrong address, and at that time the store was just about to close. For immediate help, I would recommend either calling them directly or sending a message on Whatsapp. My order was immediately correct thanks to Obuineke, and I got my order at the correct address within the same week! Trust me when I say the support staff at SP is truly the best!I'm purchasing within the US, and for me, shipping has always been pretty fast. I receive the item within a week, sometimes even faster. The only order that took the longest was stuck in Fedex Customs for almost 3 weeks. Honestly, I would say it was Fedex and their snail-like speed that was the real issue. I had to contact them daily just to make sure they had the paperwork and to process it in time to receive my order before my sister's wedding! Otherwise shipping within the US has been pretty speedy! Yes, they are strict with the return policy, but I have experienced that with almost every high-end brand. I wouldn't expect them to cater their return/exchange policies to my needs. If anything I think they're quite generous with their return policy. I have purchased from brands that have a 48-hour after-delivery return period.Also, to the people praising Zara in the reviews, I would expect better than to applaud a company that has a reputation for being blatantly racist and using insensitive imagery during critical times. Please spend your money in better places. Please don't let the negative reviews impact your decision, I've only had excellent experiences with this brand and I know for a fact you will too!
I have purchased two orders from self-portrait during the sale period. I am delighted with the first order but unfortunately not the second one. In this 2nd order, the clothes had these unpleasant chemical smells, and received a mesh top with a small thread defects. I contacted them thru WhatsApp, and they've told me they don't consider thread pulls as defects, especially if it's not visible?? They want me to return the item at my own cost, even though I did not cause this defect. This top was originally 315 euros and I took the discount opportunity to purchase it, and honestly with the quality and service like this, I don't know who is willing to pay full price for their item...I haven't encountered a designer brand with such terrible customer service for a long time. Be aware when it comes to returning stuff!!
My experience with Self-Portrait is fantastic. On 21 Dec’23, I accidentally clicked to order 2pcs of the same design and it went through. I quickly send an email to their customer service and it was Ms Sumitra, who answered my email and swung into swift action to revert the charge in the same hour. I was so so impressed and grateful at the same time. She gave me the steely confidence to patronize Self-Portrait again. What’s more is, I am an overseas customer, thousands of miles away and yet she could respond so instantly. I guess it all boils down to who the company hires. But the mobile watsapp line CSO only responded days later, which would have been too late and the order would have been processed.Therefore, it is only Ms Sumitra that I applaud, for her commendable work attitude. 👏👏👏👍🏻👍🏻👍🏻
I ordered over £500 worth of clothes from self-portrait and had to return them because they were unsuitable. I am a busy professional & was working every day including weekends and therefore could not get to the post office during the 2 week return window.I sent the dresses back in pristine condition with all labels attached, admittedly shortly after the returns deadline but still in the sale period.Self-portrait then emailed me TEN days after I sent the dresses and said I could not have a refund. I called multiple times to try and speak to a manager asking them to reconsider. Each customer service agent was rude and apathetic to my situation and would not escalate to their seniors for me to discuss directly. Despite promising me a response from the manager, I am yet to hear back and have been completely ignored. Other clothing competitors have a more gracious returns policy, especially during the festive period.I am incredibly disappointed with my customer service experience and expected there to be at least a degree of flexibility given my unique circumstance rather than sticking to rigid policy from a reputable company which I have been a loyal customer of for many years.
I bought a dress that is originally priced at 430 euros but I bought it on sale. I can't believe that people pay that much money to receive a box without even a THANK YOU note. Zero experience and the quality is not great. How do people justify paying so much money for polyester dresses I will never understand. But the main thing is that as a customer I do not feel appreciated whatsoever and unboxing sth that I've been waiting for so long and I paid that much money for should be more exciting
I am extremely dissatisfied with my recent purchase experience on your website. I spent over $600 on clothing, taking advantage of a 20% discount. However, my order was only partially shipped, and upon contacting customer service about the missing items, I was assured they would be sent promptly from the UK.To my dismay, after waiting for 12 days, I received a refund notification, stating that the items were out of stock and would not be shipped. This is highly disappointing, especially considering I had ordered a set containing both a top and a skirt, but only received the top.In an attempt to find a resolution, I inquired about the possibility of obtaining the missing skirt in an available size at the originally purchased price. Unfortunately, my request was denied. It is frustrating to encounter such issues, especially when the responsibility lies with the company.Everyone, please read my comment before purchasing!
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