Name: Fat Face
Address: Home ShoppingPO Box 1Havant, Hampshire
Rating: 3.52

“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 3 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.”

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Posted 3 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!”

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Posted 3 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.”

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Posted 3 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.”

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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.”

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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.”

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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!”

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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

“I made an online purchase for US$150 in November 2020, and it took almost 1 month to arrive (1). Some of the items didn't fit good so I made a return on Dec 22. I had to pay $22 (2) for the delivery, they don't cover it. A month after I made a claim because I never received the money back, after this 1st claim I made 2 or 3 more... Today March 12th I still dont have my money back.(3) Every mail was answered with the same automatic answer: " I'm sorry... you will receive your refund 3-5 labor days..." This is not true, the refund never came. This company is not serious at all and I do not recommend anyone to trust them... I lost my @ 22 dollars that I paid for the delivery + the cost of the merchandise I returned, almost $ 100 ! I will never buy from this company again (3 problems (1) took long to arrive, (2) you must pay for returns (3) they DO NOT refund the money - Terrible”

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Posted 4 years ago

“Absolutely shocking service. I understand that we are in a pandemic but in order for companies to survive in this 'stay and age' they need to be efficient at sending out orders, otherwise don't bother having an ecommerce site. I ordered a jumper for my son 2 weeks ago and still not here. You can't telephone anyone as they are not offering telephone support and if you send an email it takes up to 5 working days to respond. By the way winter will be over by the time I recieve the order!!”

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Posted 4 years ago

“I received an email regarding the sale at 8.09 am on 23 Dec, placed my order at 10.06 am and received a confirmation email telling me to sit back, have a cup of tea as fat face were now doing all the work. At 2.01 pm I received an email telling me a refund for all my purchases was being processed. There was no explanation as to why. At 9.01pm after realising my order had been cancelled I emailed customer services explaining my disappointment and annoyance. On 24Dec I received an inadequate response telling me some of my order was unavailable and whopeeee I was receiving a refund and the rest of my order was being despatched. I believe had my order not been cancelled then my full order would have been available, not sold out and successfully despatched. Come on fat face this is no way to treat loyal customers. Other competitors (white stuff) are so much more efficient and professional. A quick look at the reviews on trustpilot are not a good reflection on the company. After many years as a loyal customer I definitely won’t be rushing back to order online after such a negative experience.”

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Posted 4 years ago

“I placed an order for Christmas gifts on Dec 9. Didn’t receive any contact or shipping confirmation until Dec 21. It is now Christmas Eve and the tracking number they gave me still says the item hasn’t been dropped off with FedEx. I would understand if FedEx were the issue due to the high volume of deliveries they have over the holidays, but that’s not the case. Fat Face just sat on my order for 2 weeks before even shipping it. Now the gifts for my family will not arrive in time for the holidays. Do not order from this company unless you can’t wait at least 1 month for your goods. This is 2020, this long of a wait for holiday orders is unacceptable.”

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Posted 4 years ago

“I live in Spain and due to travel restrictions had to resort to online shopping. I ordered 2 pairs of crops, thinking I was safe size wise already owning a pair of size 12s from a few years ago. Sadly, I was wrong, they were way too big and now, not only am I down £10 for post out here and then 21 euros to return them, almost £30 pounds in total, but I have nothing to show for it. Not pleased at all.”

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Posted 4 years ago

“9/SEP I order a bag and a pair of boots 13/SEP I got a dispatched email, but only the boots are mentioned. I try contacting them via email, contact form and phone that day and following days but they don't pick up/reply. 15/SEP Only the boots arrived. I again try to contact them via email, phone and contact form. No replies. 17/SEP They reply for the first time via email offering refund or resent. I reply back requesting if they could send the bag on next day delivery so it reaches before my partner flight back home (as it was a gift for someone there). I don't hear anything back from them. 21/SEP They write saying they have cancel the payment and won't send, neither charge for the bag. 24/SEP I order the bag once again as a single item (my partner has left already but we decide could give the gift in another occasion). 29/SEP A faulty bag is delivered. I send an email complaining and the solution offered on their reply is to go to one of their shops for exchange or send the bag back by post and re-order. 30/SEP I receive another email from another person at customer service checking if I had received the second part of my first order. I reply explaining the situation. 5/OCT They have never get back in touch. I am returning the faulty bag and never again buying at Fat Face. It is very disappointing. It used to be my favourite shop, but quality of products is not the same anymore and the customer service is a waste of time.”

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Posted 4 years ago

“9/SEP I order a bag and a pair of boots 13/SEP I got a dispatched email, but only the boots are mentioned. I try contacting them via email, contact form and phone that day and following days but they don't pick up/reply. 15/SEP Only the boots arrived. I again try to contact them via email, phone and contact form. No replies. 17/SEP They reply for the first time via email offering refund or resent. I reply back requesting if they could send the bag on next day delivery so it reaches before my partner flight back home (as it was a gift for someone there). I don't hear anything back from them. 21/SEP They write saying they have cancel the payment and won't send, neither charge for the bag. 24/SEP I order the bag once again as a single item (my partner has left already but we decide could give the gift in another occasion). 29/SEP A faulty bag is delivered. I send an email complaining and the solution offered on their reply is to go to one of their shops for exchange or send the bag back by post and re-order. 30/SEP I receive another email from another person at customer service checking if I had received the second part of my first order. I reply explaining the situation. 5/OCT They have never get back in touch. I am returning the faulty bag and never again buying at Fat Face. It is very disappointing. It used to be my favourite shop, but quality of products is not the same anymore and the customer service is a waste of time.”

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Posted 4 years ago

“Returned sale item 2 days after purchasing, felt intimidated by staff member, asked to see another card, gave my bank card & was asked to turn it over to show security number & signature, unfortunately l hadn’t signed it, so was given a lecture, could have shown a store card but was completely thrown by attitude! Spoilt my day!”

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Posted 4 years ago

“Poor communication! Does this company even understand customer care? I doubt it! After receiving an incomplete order with an invoice that states otherwise, I am wondering what is going on here?? Sorry I didn't check reviews first. Won't use this company again!!!!”

Helpful Report

Posted 4 years ago

“I ordered from FatFace to have items delivered to a store to collect, the money was instantly taken from my account but over a week later I had received no communication. I contacted FatFact and received a response that didn't address my concerns just confirmed I should have received my order the previous week. When I complained again, they couldnt be bothered to deal with the issue so just refunded the money. They also lied about being lost in the post but it was shipped internally by FatFace not a delivery agent. I'm shocked by a premium brand offering such terrible service, not sure what has happened to FatFace they used to have great customer service but after this I won't be ordering from them again.”

Helpful Report

Posted 5 years ago

“Bought a £200 pound coat and the zip started to split after one season's wear (one winter). I contacted Fatface and they said there was nothing they would do as it was after 6 months of purchase. Effectively Fatface are happy to sell products that will break after 6 months. I will never shop there again. Disgusting customer service and substandard products.”

Helpful Report

Posted 5 years ago

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
Returns & Refunds
Returns Process	Could Be Better

Fat Face Reviews