Ann Summers Reviews

Name: Ann Summers
Address: Gold Group House, Godstone Road, Whyteleafe, Surrey
Rating: 3.46

3.5 Rating 107 Reviews

61 %

of reviewers recommend Ann Summers

Company Reviews

Questions

Metrics

3.5

Based on 107 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
On-time Delivery	Greater than 85%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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Phone:

0845 456 6948

Location:

Gold Group House, Godstone Road, Whyteleafe
Surrey
CR3 0GG

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Ann Summers 2 star review on 11th December 2023

Anonymous

Ann Summers 5 star review on 6th August 2021

FAB Mick47

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am extremely disappointed with my experience shopping at Ann Summers. I ordered five items online, intending to choose between them. When I went to return the unwanted pieces in-store, I was told they had no issues with the items but couldn’t process my return because I paid via PayPal - something that wasn’t made clear in the refund policy. I then tried to process the return online, only to have the system reject my details as 'incorrect'. After waiting a full week for an email response, I had to use someone else’s device to access their live chat (which wasn’t working on mine due to their website’s security settings). Eventually, I was given an alternative link to request a return and sent two items back via post. Ten days passed with no updates or confirmation - until my return package arrived back at my doorstep with a note stating my refund was rejected due to the items not being in their original condition. In fact, I returned them in perfect condition, with the original packaging resealed. To make matters worse, the boxes were sent back to me opened and scribbled on - so in a worst condition than I sent them - meaning I can’t even gift them now. Ironically, one of the items I kept arrived with a broken hygiene seal, but since I liked the item I decided to not raise the issue - regardless I knew they’d never believe me if I tried to return it. For a company of this size to go to such lengths to avoid refunding £15 is disgraceful. The entire process, from poor product quality to obstructive return policies and slow customer service, has been beyond frustrating. I will not be shopping here again and would strongly advise others to think twice before purchasing.”

Helpful Report

Posted 1 month ago

“Be careful!!! Ann Summers used to be my favourite website I would buy every week. Unfortunately recently they've put in practice a way to charge you more. It's a fraud. They indicate that a certain item is on sale, but the sale price isn't applied. For all the articles on sale there's 2 lines , the initial price and the reduced price. For many articles they indicate 30% off, 40% off, but the price stays the same. That's called false advertising. I've tried to reach the customer service multiple times. Some of them said it's an error and they will talk to someone but the problem has never been fixed. I've contacted PayPal and they reimbursed me the price difference. It's appalling to me that an online shop wouldn't check and correct this error and not even bother to answer. They lied to me saying that the item will change price the moment I check out. Very disappointing.”

Helpful Report

Posted 1 month ago

“I recently purchased online gift cards from Ann Summers for my wife, totaling £150. However, when I received them, I was sent two gift cards—one correctly labeled as £50 and another that originally had £100 written on the envelope but was crossed out and replaced with £50. This is extremely frustrating, as I effectively received only £100 instead of the £150 I paid for. To make matters worse, I have been trying to reach customer service for a month with no response. There is no clear way to contact them, and my issue remains unresolved. I expected better service from a reputable company. This experience has been disappointing, and I hope Ann Summers addresses their customer service issues to prevent similar problems for others. Would not recommend purchasing gift cards online unless they improve their process and customer support.”

Helpful Report

Posted 1 month ago

“If I could I’d give it no stars. I’m a former employee and I used to work with Sophie Corble from Oxford st . There was no other way than this as I wanted to keep my identity clear as I’m sure she could ruin any future jobs I have . This woman is/has always been seen as this ‘lovely’ lady however how would you feel if I said she steals from the company? the amount of times she told us to hush whenever she needed to ‘borrow’ money from the safe , leading a mysterious shortfall every now and then when it came to counting the safe’s deposits. Not to mention when I and a few other girls saw her put lingerie into her bag from a morning’s delivery for the shop. I’ve left on reasons that truly had nothing to do with it . I instead chose to let the truth out here . I hope this gets some justice”

Helpful Report

Posted 3 months ago

“RUDE AND UNPROFESSIONAL STAFF, DISAPPOINTING EXPERIENCE I would have given zero star but it wouldn’t me. My Christmas shopping experience on Tuesday 10th December, 2024 (between 11.40am and 12 noon) was ruined at Ann Summers in the Centre Milton Keynes shopping mall. I decided to treat myself to a ‘special toy’ and hoped that I would enjoy an exciting browse and shop at the well established Ann Summers store at Centre MK. With a reputation as a women friendly store I anticipated a pleasurable shopping experience in a safe, welcoming environment. However, when I approached the sex toy section I noticed a man just standing there. At first I thought he was a customer, but as I waited he just continued to stand there, and this made me feed quite uncomfortable and a little awkward. When considering such an intimate purchase, having a man hovering around is not something that puts a lady at ease. After circling around the shop three times to see if he would move on I noticed his employee lanyard. The thought of me re-entering the toy section, closely examining interesting items and then having a strange man moving in to commence a sales pitch or conversation on my options and choices made my blood run cold. I asked the female staff member wearing glasses present in the shop if there was a reason that there was a male staff at the toy section. In a very flippant tone, she flatly stated “Because he works here and because he’s very good at toys.” I was shocked at her attitude and didn’t know what to say to such rudeness and insensitivity towards a potential customer; without saying a further word I turned on my heels and left the shop as swiftly as possible. I have no issue that Ann Summers employs male staff, but the insensitivity of how they are used and the unprofessional attitude of the female employee I asked really upset me. She could have easily explained in a friendly and courteous manner that a male staff member was present and that as she could see from my manner and body language that I was uncomfortable with this have offered as a fellow lady to come and help me in the sex toy section, rather than disregard an uncomfortable situation for a customer and come back with a glib reply that ‘he’s good with toys’. What this female shop assistant should’ve said would be something like “I am happy to serve you if that’s OK with you.” But instead of offering me help, she was rude, insensitive and unprofessiona. I will certainly not be the only lady who would be deeply uncomfortable discussing the information I would have to give it to a male staff in order for him to recommend the best sex toy for me. Such a discussion information would be highly delicate and could involve sharing very very personal information. Even should I be brazen enough to discuss all aspects of what I wanted and needed to him, how could a male staff then explain or recommend something to me without creeping me out, discussing such things with a strange man. A large number of ladies have had unfortunate experiences in the past and may find an unknown man having such a conversation with them, even if quite unintended, being deeply triggering to them and cause severe emotional distress. I have no problem with male staff working at Ann Summers. But male staff will be better suited to serve at the till or a less sensitive part of the shop (which is the vast majority of the store area). It doesn’t matter how professional or how knowledgeable he is with the sex toys, this is not an appropriate area for male staff to be working in when single ladies are present. If a female customer doesn’t feel comfortable to interact with a male staff in this department, female staff in the store need to handle such situations more professionally and with much greater empathy, or at a very least not being rude to me as a customer as if I created a problem, and acting like they just wanted me to go away and not be a bother to them. Ann Summers has worked hard to establish their reputation as a renowned female friendly shop and a safe space for ladies to purchase intimate items. It’s so disappointing that the staff today were so insensitive and rude. I went out of my way to try to support local businesses and shop at a physical shop but it seems to me Ann Summers doesn’t care about their customers and their business, or they would emphasise such issues during their staff recruitment and training. There are plenty online shops out there, so I’m sorry, but bye-bye Ann Summers for a very disappointed and upset customer.”

Helpful Report

Posted 3 months ago

“i purchased an item but when trying to return it the system just sent me round and round i gave order number off delivery note that was issued e-mailed had a reply asking what the problem then despite sending more e-mails nothing i feel its very poor way to treat customers and will not use them again”

Helpful Report

Posted 3 months ago

“Appalling service. Online click and collect order made 9/10 after initial order confirmation heard nothing back. Contacted online customer service 16/10 told to wait two days..... Contacted again 19/10 to cancel and told order in transit so they can't. I have to wait for order to arrive, be returned, then I can have a refund?! After a 30 minutes of insisting that their poor delivery isn't my issue, all of a sudden I'm told my order is at the store ready and do I want it? No! I want my refund. Such a shame that customer service is not geared towards helping the customer but geared towards protecting a sale at all costs.”

Helpful Report

Posted 5 months ago

“Absolutely shocking. ordered 2 items online to the value of £40 items arrived in boxes. opened both and notices the elastic on both was all puckered like it had been overstretched and rotted. sent both back via evri, chased for my refund only to be told that due to the boxes being opened they couldn't refund me! how on earth do you assess an item for suitability from a picture on a box! They have now tried to send these items back to me which i have refused! AVOID ONLINE ORDERING really disappointed and will not order again!”

Helpful Report

Posted 9 months ago

“Ann summers has the worst designs so unflattering, and very old fashioned materials. Looks like somebody’s grandma’s neck curtains. Honestly it’s like you’re making underwear for dusty drag queens from the 80s. Get some new ideas 💡 new materials and some different patterns! And I mean, shape patterns! Make something sexy not tacky!”

Helpful Report

Posted 1 year ago

“Very poor staff in Sheffield returned a garment that I had not even tried on and the lady said she was unable to return it as it had a mark on I was mortified as it was in-fort of other shoppers and my partner so I left the shop got back into the car and there is no mark on the garment!!!! Extremely rude member of staff will definitely not be going back to Sheffield AS again”

Helpful Report

Posted 1 year ago

“Ruined Xmas. Plenty of time for you to deliver. Yet you failed. No contact. Just me chasing. No way of speaking to anyone. You just told me in a blanket email to ring YOUR delivery company and chase them. What a joke! Never again will I purchase from such a company. You have no idea how to treat customers. Thanks to you I had nothing to give my wife on Xmas day even though you stated it would be there before Xmas day. So thanks. I still waiting!!!”

Helpful Report

Posted 1 year ago

“Very poor. I have ordered Lelo Sona 2 with them and it was faulty, sent it back and expected for the same item to be exchanged, however they sent me the wrong item which was 5 x less expensive than Lelo and claimed that this is what they received. I am very disappointed will not order with them again.”

Helpful Report

Posted 1 year ago

“customer service extremely poor, I have been chasing a refund for over a month, I sent all my items back and they claim I never did even though i have proof of return! still no resolve”

Helpful Report

Posted 1 year ago

“DO NOT GO HERE! I was in the Oxford Street Ann Summers in February. While in the store and getting assistance from a lady in there, I got my phone robbed out of my pocket. The staff told me that they observed this on the cctv but would not let me view it. They told me not to call the police because this happened often in their store. I did anyway. However they delayed giving the cctv footage to the police and by the time they got back to the police the footage had been deleted. The phone at the time had all my travel details on the phone and this created a lot of hassle to my holiday and ruined it. I contacted the head office and they were no help and wouldn't look into in. They do not care about there customers whatsoever! Very bad experience!”

Helpful Report

Posted 2 years ago

“Very sexist and discriminate males trying things on in there shops i thought there was equality and no predudice”

Helpful Report

Posted 2 years ago

“Awful service, very disappointed. Rude staff who are not willing to help their customers.”

Helpful Report

Posted 3 years ago

“Completely pi##ed off. 6 weeks after I've returned an item for a refund. I've emailed over and over, rang and I'm just being given the runaround. And don't tell me to email customer services as I've done that time and time again and now nobody is replying. I want my money back!!!”

Helpful Report

Posted 3 years ago

“Absolute worst customer service. Followed the instructions provided and sent off my item for a refund in December and have had to follow up over a dozen times in order to eventually secure a refund 6 months later. I also had to pay the return shipping out of my pocket despite initially being told it would be covered.”

Helpful Report

Posted 3 years ago

“Do your company has a telephone number?”

Helpful Report

Posted 3 years ago

“Brought the pink rabbit and it was faulty had to send it back !”

Helpful Report

Posted 4 years ago

Ann Summers is rated 3.5 based on 107 reviews