Fat Face Reviews

Name: Fat Face
Address: Home ShoppingPO Box 1Havant, Hampshire
Rating: 3.57

3.6 Rating 166 Reviews

64 %

of reviewers recommend Fat Face

3.6

Based on 166 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 14%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

About Fat Face:

Fat Face designs distinctive lifestyle clothing and accessories for everyday adventures. Customers love its unique style and quality, free returns, great website, regular stock updates, and great community content and the brand has been the success story of the active lifestyle sector.
Fat Face sells a wide range of apparel for men, women, boys, and girls, as well as offering tees and polos, shirts, trousers, skirts, jeans and shorts, sweats and knits, jackets, hats, scarves and gloves, bags and belts, jewellery, watches, sleepwear, and footwear.
Fat Face offers a no-registration check out as well as a registered checkout, shopping cart is provided by Venda, payment options include Visa, Mastercard, Maestro,Delta, American Express, Switch, SoloFat Face accepts international sales.

Visit Website

Phone:

0239 244 1234

Email:

customerservices@fatface.com

Location:

Home ShoppingPO Box 1Havant
Hampshire
PO9 2UA

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Fat Face 1 star review on 27th January 2024

Natalie Bentley

Fat Face 2 star review on 9th January 2023

Katherine Brabbins

Anonymous

Anonymous // 01/01/2019

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“Purchased jacket and paid express delivery on line - all confirmed via email, received email today to say order has been cancelled despite the fact the jacket is still available on website. Customer service is appalling - tried to contact via email, telephone and customer assistance on line - all useless. Avoid at all costs!”

Helpful Report

Posted 1 year ago

“Ordered on 26th Dec. Parcel is at Evri delivery depot since 1st Jan. Emailed fat face 7 days, ago, promised a reply within 3-4 days. No reply yet. Spent 28 minutes on hold on the phone today and still didn't get through. Spent 1 hour waiting for chat, in 1 hour the queue only went down by 6 people! Seems like Fatface, are happy to take your money but don't want to spend any money on emiying customer service people. I have no idea how I will get my money back as there is literally no way to contact them if I don't have hours to spend!”

Helpful Report

Posted 1 year ago

“Very disappointed. Bought a beautiful jumper but after wearing only 3 or 4 times for short periods it’s covered in bobbles and looks really tatty. Not risked washing it yet.”

Helpful Report

Posted 1 year ago

“Bought blue flip flops. Feet still stained blue 3 weeks on !!”

Helpful Report

Posted 1 year ago

“Really poor customer service. Can’t get through to customer services, when you stay on the phone 15 mins it seems to hang up. It’s so sluggish. Nothing like the service in a store. It’s gotten worse since covid, companies don’t seem to care. With the amount of money the clothes cost, you would think they would recruit hard working staff at the end of a phone. Sorry, rant over….”

Helpful Report

Posted 1 year ago

“Very very helpful in finding the right jeans for my husband. Excellent customer service from fat face at London Bridge station. We will visit again as all the staff are very friendly”

Helpful Report

Posted 2 years ago

“I bought a lovely messenger bag only to realise the embroidery Union Flag was incorrect - super embarrassing for FF! The store refunded me but HO were disinterested and the products are still for sale. Shame on them.”

Helpful Report

Posted 2 years ago

“Returned a Men’s Polo top to Fat Face in Colchester today. Served by Katie who was lovely. Processed my return effortlessly and was very professional. This is the 2nd time in 6 months I’ve complemented service in Fat Face shops the other being at Gatwick Airport. I think the true measure of a great brand is receiving great service in multiple sites, by different staff at different times. Shows how consistent and widespread the great service is. Thank you Fat Face”

Helpful Report

Posted 2 years ago

“The shop/style is great, love their stuff. Last year I was new to FF but ended up keeping about £1000 worth of stuff, loads of dresses mainly. Sadly this year they've ended up going down the lenzing ecovero viscose route that other retailers have done in the guise of being green. Except it's not - that stuff shrinks really REALLY badly, like several inches and I've noticed other folk have left reviews remarking on this. I know this year I've bought next to nothing. FF customer services are really rather good and kind, also refunds are prompt and returns very easy.”

Helpful Report

Posted 2 years ago

“Been a customer for many years and spent over £250 with them in March, although I will never again. They use Evri, the re branded Hermes as their courier. You’ve been warned, I have lost count of the number of times Hermes have “lost my stuff”. Rebranded but still the same shower of the proverbial. True to form have lost another order form Fat Face. Over 20 days of ambivalence from their customer service (10 of which is standard “investigation rubbish” by which time they have sold out of everything, I have a refund. Fat Face do not care. Buy Buy Fat Face.”

Helpful Report

Posted 2 years ago

“I recently moved and while checking out on a mobile device I was able to update the address. It turned out that that was only the billing address and not the shipping address. I realized the mistake seconds after checkout. There is no way to cancel so I called and got voicemail. Voicemail said send an email which I did. No reply! Now the parcel has shipped and they tell me they can't help me. AWFUL EXPERIENCE. I was a faithful customer both online and in the stores. Now I will never buy from them again.”

Helpful Report

Posted 2 years ago

“Rude staff and totally unhelpful! Top bought in January, worn once and shrunk in wash after following instructions. Staff rude basically called me a liar and wouldn't return. I won't shop here again!”

Helpful Report

Posted 2 years ago

“I live in the US and ordered a jacket in the beginning of October. The size was a bit large so I wanted to exchange it for the right size. No problem. I bought the jacket on sale so the only way to get the sale price (they can't exchange via post) was to return it and buy the new size with an approved discount. OK, sounds good, so I started the return and ordered the new jacket. Then it turns out that they are having major issues with their shipper DHL and I can't return the jacket. For MONTHS I have been trying to return the jacket through them. Customer service tells me "oh...it's DHL" and then DHL tells me "oh...it's FatFace". I actually had to suggest myself that FatFace all DHL and get it figured out (really???). OK, after three weeks of them talking FatFace asks me to ship the jackets (yes, I decided to return both, the correct size had one arm a bit smaller than the other) to a US store through USPS and they'll refund me. OK, so I ship the jackets to their RI store and submit the reciept. THEN they tell me that their payment system is a bit wonky and they can't actually refund my shipping right now. They'd like to offer me money towards purchasing something at their store. Ha. that's a nope, not after this whole experience. I would just like my money back. All of it please. At this point I shipped the jackets to RI over two weeks ago and I have heard nothing from them. They "can't" reimburse my shipping costs and they owe me over $300 for the return of coats. I started this whole return process on October 10th. It is now December 14th. I'd seriously avoid these people. It's been an absolute nightmare.”

Helpful Report

Posted 2 years ago

“Good Afternoon, First time shopper with Fat Face. Stopped in to look for something for my niece. I was in Concord, MA. I was fine that the staff were not wearing masks. I was. But I was troubled when the very nice young lady who was about to ring up my items started wiping her nose. She said she had a cold. Needless to say, I did not purchase my items and left. Stay home if you are sick or wear a mask. Shame on management for allowing a sick employee to be there.”

Helpful Report

Posted 3 years ago

“Garbage for customer service. Not only it took over a month for my orders to be delivered - customer service was absolutely useless. As a result I sent all I items back to the US store. Received confirmation that’s refund will take 3-5 days - that was on 9/9/2021 - today is 9/21 and not only there is an issue with phones for customer service (not working according to the recording). I also emailed - no response. Seriously don’t bother ordering online if ur ordering from US - not worth the time and hassle.”

Helpful Report

Posted 3 years ago

“Placed an order and expected express delivery ( for orders over £100 ) yet 5 days later and still not received ! Emailed customer services but no doubt they will blame COVID yet again for the poor customer service.”

Helpful Report

Posted 3 years ago

“I have been a Fat Face customer in store and online for many years. I was so disappointed to go to the Mumbles store on Monday morning at the start of the sale. Firstly there was barely and stock/size's I guess this is the current situation. However the shop felt dark, uninviting and unwelcoming with an awful atmosphere. The store manager was rude and grumpy. I purchased an item and left wondering if the staff had argued. I then went back to the store on Friday to return the item to find the same unfriendly, bad atmosphere experience. This time the store manager had her back turned to me and was clearly messaging on her phone. I then went into White Stuff and experienced the friendliest greating and customer service with my purchase. What a difference in two different store's!”

Helpful Report

Posted 3 years ago

“I went in to the Rhosneigir today, Liz was as pleasant and helpful as ever. Always welcomes us in to the shop 😁”

Helpful Report

Posted 3 years ago

“I Went to the Truro store. Saturday 10 th July. a special mention to Gorgi & Vicky, for excellent customer service & a fab sense of humour, thank you ladies.”

Helpful Report

Posted 3 years ago

“I have placed an order 16 days ago with a promise of a "Delivery usually within 14 days" on the company's website. However, I have not received even a shipping tracking number info via email, and it is not posted in my FatFace account either. I have reached out to the customer service via email and the form on the site but based on the reviews from other customers, I am not sure I can expect much. I have never experienced anything like this and am very disappointed. At some point, I am going to contact my bank and cancel the payment. The headache isn't worth shopping on the FatFace site again.”

Helpful Report

Posted 3 years ago

Fat Face is rated 3.6 based on 166 reviews