Review Time
I ordered a dress for £380 from the Self Portrait website. It arrived faulty but I loved the dress so I sent it back and ordered another one. Again the dress arrived faulty so I did the same again. Eventually on the 4th dress I decided to keep it and get the dress fixed myself. I emailed SP to see if I could get any discount and was told that because I had decided to get the dress repaired myself they would not do anything. I wore the dress a few weeks later for my pre-wedding dinner, a 3 hour sit down meal. A ridiculous amount of pulls occurred on the fabric of the dress and it was obviously very poor quality. I complained to SP yet again and they said it’s not a manufacturing fault and I must have caught the dress on something. Given the widespread variety of pulls across the dress, it’s highly unlikely that this would have occurred.Overall, outrageous pricing, poor quality and terrible customer service. Will never order again from this company with the quality of Zara (at best) and designer.
Best Customer Service I have ever experienced. I had an issue with my order and the customer care team (Sachi in particular) went above and beyond to sort the issue in time for my wedding.I can't speak highly enough and this experience will definitely make me a return customer.
I had been a long standing customer of Self Portrait but now wished that I saw all the other reviews before I made my recent purchase in June. I bought two dresses and promptly returned both as they were too large. Whilst Self Portrait acknowledged that they received both dresses, they have now refused to refund for one of them, stating that it is 'under review' as one of the dresses had 'laddered'...whatever that means. I emailed the customer service agent to follow up repeatedly for evidence of that, but three weeks later still no response. I shall be reporting Self Portrait to the UK's Trading Standards - suggest any one else with a similar experience do so!Edit: Following Self Portrait’s reply that the item needs to be further inspected, just to clarify, it’s been three weeks now with no evidence provided by Self Portrait or reply to emails.
I had an awesome experience regarding product and customer service. Bought the nicest dress and the quality is awesome. I had questions regarding return and it was answered with a lot of patience and friendliness. Another issue was solved within minutes. I appreciate it a lot that you can communicate via whats app. Yes, return cost are quite high but you know that upfront and it is not their fault (I think we are all spoiled by free shipping and free returns). And I am glad that they sell directly because my dream dress was sold out everywhere else and I got it from self portrait directly on sale. Thanks a lot I am a big fan now.
Unfortunately there is no option to give a zero. I ordered a dress which arrived with tags already detached and with pulls on many places evidencing that it was worn before. Self portrait refused to pay my return fees, even though it wasn't my fault that the dress arrived unwearable. My question is, why do I have to incur a cost that I otherwise wouldn't have incurred if the dress was shipped to me in a wearable condition?I'm appalled and disappointed at the same time to be honest.Dont bother buying from them as returns are so stressful. I dont care what the returns policy say, if you send me an item in an unwearable condition reimburse me my return fees, Full stop!
I sent the returned 1 dress(too short) and a top( quality issue) from HK to the UK. The shipping information was updated on 06.27, asked whether Self-portrait had received them, and pls confirmed. Besides, I attached the shipping slip in emails and WhatsApp.1. Low Efficiency and Disgusting Service.4 emails were sent only one reply back. Not like Humans handling my case but like robots. (Maybe I have been better to easily accepted one robot called Sa**i)No CS member confirmed whether they received the package and will process my refund.2. Disgusting Service From CS Manager and Terrible AttitudeFrom the words she said, I cannot point out the weakness of their service. And said my words are rude. May I ask which dirty words I used?So ridiculous! Please put your all efforts into the way which can better improve your team's efficiency and effectiveness. Your fatuous attitude made me sick.
If you want something from this brand, never order from them directly, get it from a third party store. Their delivery and return policy is the worst. It took one week just to shipp the order. I paid 40€ to return the order since they don’t have free returns outside UK. It took one week since they received the return to sent me an automatic message just confirming they have received the return and asking for waiting more 3-5 working days to confirm the status of the refund.
They don't offer any type of return service or support - so if you purchase any items directly from Self-Portrait and live outside of the UK, you are pretty much screwed if you need to return something (even if it's defective - they won't cover the cost of shipping). Returning a single dress can cost a minimum of $78 from the U.S. to the U.K. returns center. This is pretty outrageous and the only retailer I have ever shopped with that puts their customers through such crazy returns processes. I will never shop directly through their website again - I will only shop through 3rd party retailers for their items.
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