Review Time
Ordered online as quick checkout and Got no confirmation email from them and upon chatting with customer service they said they couldn’t find my order and after more detail they said the bank has the money on hold when it clearly wasn’t as it was already deducted from my account the day I ordered it. Gave me no advice on what I could do so I had to open a transaction dispute with my bank to get my money back which will probably take time. Sham of a company.
Terrible In-store service at the Regent Street branch in London. Had my dress stuffed into a tiny bag by the assistant at the till - no offer of a larger bag until I queried it. Felt as if I was being tolerated rather than welcomed as a paying customer. Real shame as everyone else had been pleasant and professional.
It's been 12 days since the order was placed. The delivery is stuck at the transport company. I have already contacted support several times, but the answer is the same - wait 14 days after ordering and then write to us again and we will consider a refund. I asked for re-delivery with the discount that is now on the website, but was told this was not possible. Very dissatisfied with the level of service. I do not recommend it at all
Wish I’d read these reviews before ordering! No delivery after eight days. Tracking showing nothing. Rang ‘Customer Services’ to chase. Had to ask caller to sort his dog out as I couldn’t hear him through the barking. So much for a ‘premium’ brand.
Tried to return an online purchase in the 5th Avenue NYC Store. The manager refused to accept the return claiming she couldn't sell it. I only had the necklace for a week. I put it back on the card after trying it on. I bought 2, inadvertently, and even kept one! The manager refused to take it back. Poor manager. She can't make executive decisions. A drone of fast fashion.
Hopeless customer care, you cannot contact them and will never order from them again. I was given a return label and the print was so small and badly printed. I wanted to confirm the UK return address in Bedford. The chat box told me where to drop off but could not give me one simple answer. After 20 minutes of stupidity, she said the address was in Tilburg.... If you want to go mad shop with this store on line and try and return. Phone number contacts are unobtainable and customer services refers you to store location. Frustrated, just a little.
Ordered £319 of goods on 22 April. After waiting a week for delivery, the tracking was updated saying the parcel is being returned to their warehouse. I contact customer service and they tell me to wait 14 days for the parcel to reach their warehouse and a refund to be processed. What sort of company thinks it’s reasonable to hold a customer’s money on an order where they’ve breached the contract since they won’t be fulfilling the order?! I’ve pushed back 4 times and they keep spewing the same response expecting me to wait 2 weeks. The fact that it’s not arrived at their warehouse yet is irrelevant to their contract with me and their obligation to provide a refund, yet they’re using it as an excuse not to do so. I’ve now opened a PayPal case against them.
Horrific customer service. Their return terms and conditions were unclear, they didn't respond to my emails and a month later I called them and have never had such a rude interaction with customer service in my life. They kept trying to insinuate I had done my research and that I was being difficult, after an hour I got passed onto a manager who I believe is called Megan. She had a very aggressive tone with me and said she wasn't going to argue with me, then continued to argue with me. I said she didn't let me finish speaking and she's not hearing me out. She was contradicting herself with what she said and when I pointed that out she got angry and hung up the phone.Now I can't return my £160 item due to their horrible customer service.
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