Review Time
I faced an unusual situation. Customer support was lacking. The package was marked as delivered by the carrier on a Saturday to a closed office. The carrier advised me to contact the company. After I did, I received the typical "we'll investigate" response but then heard nothing for a week. After following up with an email and still getting no reply, I had to file a dispute through my banking app, which was resolved weeks later. Unfortunately, the company seemed indifferent to my issue. If your order doesn’t arrive and you lack solid evidence of delivery issues, along with a reliable bank, you may find yourself out of luck.
While the clothing is great, the treatment of customers is quite disappointing for a premium brand. Emails go unanswered, and the phone line is always down, making it difficult to address refund or delivery issues. I recommend buying from third-party retailers that have better customer service.
I placed an order for Christmas delivery (1-3 days as stated on the website) and received nothing. I tried to reach out via email and phone but got no response. The company seems to have declined significantly; I would recommend being cautious or avoiding them altogether.
The quality is not what it used to be. The clothing arrived unclean, with hairs and debris on it, which is disappointing given the high price. After numerous attempts, my phone calls went unanswered, and emails received no response. I waited 15 days for a reply—still pending.
This was my first experience, and it was quite disappointing. The customer service left much to be desired. My package was marked as delivered by the carrier on a Saturday, to an office that was closed. The carrier told me to contact the company. After reaching out, I received the standard "we'll look into it" response, but nothing followed for a week. I sent a follow-up email, and still got no reply. Eventually, I had to dispute the charge through my banking app, which resulted in a refund weeks later. It seemed the company was indifferent to my situation. If your order doesn't arrive and you lack proof of delivery issues, you might be out of luck.
The clothing arrived in poor condition—dirty, damaged, and poorly made. The customer service is terrible; they don't respond to emails or return calls. They even refused to cover return shipping for the damaged items, despite photographic evidence. The company seems to operate from a place of distrust towards its customers. There are many other brands that treat their customers better, so I would suggest avoiding this one.
The decline in quality has been rapid. I ordered a specific sweatshirt after waiting a long time for its release, only to be informed later about a stock shortage. This experience was very disappointing, and it seems the company has grown too large, leading to a drop in service and quality. I won’t be returning, and I suggest others consider different brands.
I have shopped with this company several times and have never had any issues. I'm very pleased with the quality of the products. When I needed to return an item that didn’t fit, the process was quick and easy. Refunds were issued within the promised timeframe.
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Luxury British Essentials
