Review Time
No aftercare service . I had a problèm with an item day after purchase. Fist got answer 2 weeks after and then they did not offer replacement. For a store of this tenure, I would expect a good customer service. Karen millen who is lower on the scale did replace items in the past .
I have been a Fold customer for several years, so I am very disappointed to be writing this review.Since the returns process changed and a third-party provider is now used, returns have become unnecessarily inconvenient. Previously, I could print a Post Office returns label at home and arrange collection. Now only a QR code is provided, which removes that option.As a result, I either have to spend extra time taking the parcel to the Post Office or pay separately for return postage. Given that customers already pay £6 for delivery, I think it is reasonable to expect a printable returns label and the option to arrange collection.Unfortunately, this change has made the process so frustrating that this will be my last order.
I’ve always loved The Fold’s clothes — the quality and design are genuinely excellent. But at this price point, you expect the service and delivery to be just as reliable, and unfortunately that’s where things fall apart.There seem to be ongoing distribution or logistics issues, because delivery problems have become the norm rather than the exception. I even tried using Harper, who offer a brilliant service, but The Fold still failed to deliver to them on time. It’s incredibly frustrating to realise, yet again, that they simply can’t be relied upon.What makes it worse is that there are plenty of competitors in a lower price bracket who manage to offer a far smoother, more dependable service. The Fold’s customer experience has progressively declined over the years, and it’s such a shame to see a brand with great products let down by consistently poor operations.I really hope they address these issues, because right now the service just doesn’t justify the premium.
Poor customer service seems to be a recurring theme among reviewers, and unfortunately accords with my experience at The Fold. I recently purchased a pair of Adelaide trousers in ivory, which The Fold advertised as "fully lined." What arrived did not match the listing: the trousers were unlined, completely see-through (unlike the photos on the website), and far too indecent to wear in a professional setting. I reached out to customer service, who confirmed that their website listing was false. Full stop. After I had to chase twice for any further meaningful response, the best they would offer was a return (which would always have been an option, irrespective of the false advertising) or a 15% partial refund "for the misinformation." A request to escalate the issue higher up within their customer service team has gone unanswered. This was not the only shady practice I encountered: just like another reviewer below, the website listing and checkout pages for several other items in my order indicated a 14-day return period, but the order confirmation stated the items were non-returnable, leaving me to absorb those costs. Surely there's no need to deceive customers into making and keeping purchases. I'm now having to dispute the charge with the card issuer, returning my full order, and won't be back as a customer. Plenty of good competitors out there.
No aftercare service . I had a problèm with an item day after purchase. Fist got answer 2 weeks after and then they did not offer replacement. For a store of this tenure, I would expect a good customer service. Karen millen who is lower on the scale did replace items in the past .
I always use Harper when I’m buying from The Fold. Great way to try clothes before you buy. Good system for returning items. I deal with the admin and I get time to try various items at home. I only buy the ones I like. Good processes.
Beautiful items, poor customer service. I am a first-time customer in the US and purchased an item (the Alton blazer in forest green) as part of The Fold's Spring sale. The item page and check out page indicated a 14-day return period, but the order confirmation indicated that the item is not returnable. I reached out to Customer Service since the blazer is too large for me, and they were inflexible, even after I provided screenshots evidencing the advertised return policy. They claimed that outlet items can never be returned, however the item was not listed as an outlet item. I expected better from a company with such a high price point.
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The Fold is a contemporary British label focused on dressing and inspiring the modern, professional woman.
