Review Time
I purchased a number of items from the Fold to date, but won’t buy from them again. Given the high product prices and additional delivery fees, I expected a higher standard of customer service.I ordered multiple sizes with the intention of trying them on and returning what didn’t fit. The parcel was delivered on a Saturday to my building’s concierge. However, since the concierge is closed on Sundays, I was only able to collect the package on Monday. When I contacted customer service to return a few items, I was informed that their return policy allows returns only within 14 days of delivery. From my experience, the Fold are very slow at processing and delivering orders, and in some occasions took several weeks to process returns and was beyond 14 days, which only works in their favour. At this point I don’t feel like keeping any of the items and won’t be purchasing from them again.
This review is aligned to my previous complaint.It’s important to provide positive feedback when it is earned, and I have nothing but praise for the Head of Customer Engagement who personally contacted me to discuss and importantly listen to my concerns.Laura was very professional and understood my concerns. It is refreshing to have a retailer truly listen and want to improve going forwards.I look forward to my next trip to the store and purchasing some moreBeautiful clothes.
I absolutely love my beautiful blue linen jacket but carelessly lost a button . Shahnaz in Customer Services couldn't have been more helpful and sent me a courtesy spare pack immediately. Thank you to Shahnaz and thank you to The Fold for a beautifully tailored jacket .
This review is aligned to my previous complaint.It’s important to provide positive feedback when it is earned, and I have nothing but praise for the Head of Customer Engagement who personally contacted me to discuss and importantly listen to my concerns.Laura was very professional and understood my concerns. It is refreshing to have a retailer truly listen and want to improve going forwards.I look forward to my next trip to the store and purchasing some moreBeautiful clothes.
I absolutely love my beautiful blue linen jacket but carelessly lost a button . Shahnaz in Customer Services couldn't have been more helpful and sent me a courtesy spare pack immediately. Thank you to Shahnaz and thank you to The Fold for a beautifully tailored jacket .
What fabulous customer service especially from Shahnaz - excellent communication by email and phone and managing to secure the dress I was looking for. Great follow up too - so refreshing to receive such customer service - thank you so much. Also lovely to speak to Amy (I think) at the shop who organised the sale of my shoes.I have two fabulous dresses for my son’s wedding next year x
What fabulous customer service especially from Shahnaz - excellent communication by email and phone and managing to secure the dress I was looking for. Great follow up too - so refreshing to receive such customer service - thank you so much. Also lovely to speak to Amy (I think) at the shop who organised the sale of my shoes.I have two fabulous dresses for my son’s wedding next year x
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The Fold is a contemporary British label focused on dressing and inspiring the modern, professional woman.
