“Topshop has to be one of the worst retailers for customer service I have ever experienced. The staff in the London Brompton road and Oxford Circus stores are among the worst I have ever dealt with. I recently visited both stores looking for maternity jeans and was made to feel like an inconvenience! I first visited the Brompton road store where I was told by one sales assistant that they didn’t stock maternity wear and so when I asked for help on which other stores did store maternity wear, he shrugged and abruptly said ‘well I don’t know’ and then turned his back to me and thus ended our conversation. Of course this left me feeling quite humiliated and also angry that my request was dismissed by someone who works to serve the customer.
I researched stores close by and made me way to Oxford Circus as the Topshop app suggested the store had maternity wear available. And so I made my way to the denim department and when I couldn’t find maternity jeans, a sales assistant sent me to the next floor down telling me
I needed to find the maternity section. When I got to the next floor down and approached another sales assistant (as I couldn’t see a maternity section labelled) I was then directed to another floor, which also turned out to be incorrect. Eventually after trawling my way to each floor (being pregnant and tired I would like to add) I found another sales assistant who told me that I needed to leave the store and walk in through the next door (which made no sense). After almost 45 minutes of endless searching and visiting every floor in the extremely busy store, I was told by another sales assistant that I would in fact need to visit the Topshop maternity store which required leaving the main Topshop and entering a completely new store a few minutes away. By this point I was tired, frustrated and honestly so disappointment in how blasé and unprofessional staff in Topshop are! There’s a clear staffing issue if 4/5 of the sales assistants you liaised with are unaware of where maternity clothing is found!
I needed these jeans and so I set off for the maternity store and to say it was a disappointment would be an understatement. It has a very, very small variety of clothing and not to my surprise, unwilling staff who when I asked for help finding my size in a jumbled rail of jeans, responded with ‘what’s there is there’.
I’ve now had to resort to ordering online in the hope that the size and style I have ordered will indeed fit me. Of course, the order won’t arrive for over a week due to locating these ‘special items’ which is again, very disappointing.
I’ve never been made to feel like an inconvenience for wanting an item in a store before but searching for maternity wear has really changed that opinion. It’s shocking that there is only ONE Topshop store in London that sells maternity clothing when I am pretty sure being pregnant isn’t exclusive.
I hope this feedback is digested by someone at Topshop and if not, I feel compelled to share it anyway so any other mums-to-be can avoid the ordeal I had to face.”
“Topshop has to be one of the worst retailers for customer service I have ever experienced. The staff in the London Brompton road and Oxford Circus stores are among the worst I have ever dealt with. I recently visited both stores looking for maternity jeans and was made to feel like an inconvenience! I first visited the Brompton road store where I was told by one sales assistant that they didn’t stock maternity wear and so when I asked for help on which other stores did store maternity wear, he shrugged and abruptly said ‘well I don’t know’ and then turned his back to me and thus ended our conversation. Of course this left me feeling quite humiliated and also angry that my request was dismissed by someone who works to serve the customer.
I researched stores close by and made me way to Oxford Circus as the Topshop app suggested the store had maternity wear available. And so I made my way to the denim department and when I couldn’t find maternity jeans, a sales assistant sent me to the next floor down telling me
I needed to find the maternity section. When I got to the next floor down and approached another sales assistant (as I couldn’t see a maternity section labelled) I was then directed to another floor, which also turned out to be incorrect. Eventually after trawling my way to each floor (being pregnant and tired I would like to add) I found another sales assistant who told me that I needed to leave the store and walk in through the next door (which made no sense). After almost 45 minutes of endless searching and visiting every floor in the extremely busy store, I was told by another sales assistant that I would in fact need to visit the Topshop maternity store which required leaving the main Topshop and entering a completely new store a few minutes away. By this point I was tired, frustrated and honestly so disappointment in how blasé and unprofessional staff in Topshop are! There’s a clear staffing issue if 4/5 of the sales assistants you liaised with are unaware of where maternity clothing is found!
I needed these jeans and so I set off for the maternity store and to say it was a disappointment would be an understatement. It has a very, very small variety of clothing and not to my surprise, unwilling staff who when I asked for help finding my size in a jumbled rail of jeans, responded with ‘what’s there is there’.
I’ve now had to resort to ordering online in the hope that the size and style I have ordered will indeed fit me. Of course, the order won’t arrive for over a week due to locating these ‘special items’ which is again, very disappointing.
I’ve never been made to feel like an inconvenience for wanting an item in a store before but searching for maternity wear has really changed that opinion. It’s shocking that there is only ONE Topshop store in London that sells maternity clothing when I am pretty sure being pregnant isn’t exclusive.
I hope this feedback is digested by someone at Topshop and if not, I feel compelled to share it anyway so any other mums-to-be can avoid the ordeal I had to face.”
“Shocking company. Do not reply to emails; dismiss any accountability. Regardless of whom you talk to via phone - social media the service is the same- dreadful.”
“There were to lady’s taking about people to be precise my family member wich I think I’d wrong and then they started taking about people who they work for and chatting about them in a bad way saying there really annoying and they need to shut up and taking about people there sleeping with why would anyone want to know that!!!!!!!!”
“I don’t like to shop online but came across Kiki lace up boots from top shop. I ordered a pair and soon as these arrived I fell in love with them!
They are super trendy and comfortable. I am thrilled to bits. Thank you Top shop! Brilliant product!!❤️”
“Worst customer service experience ever. It took 3 weeks to get a refund, they NEVER reply to e mails and in general have no clue what they are doing.”
“Sold items that were not in stock this was not stated at time of purchase. no communication to explain the delay. When I chased it the customer service was terrible. Will not shop here again.”
“What is going on with Topshop deliveries? Service has gone downhill recently. Standard delivery pushing 9 days & paid £6 next day delivery on Thursday, still hasn’t arrived! Disappointing”
“Whilst visiting the Dundee store on Sunday I was met by staff Katie and informed there was a promo on, she advised me as things were not being advertised it was on in store, other staff were making people aware through this girls advice, very pleasant and simply took leadership to advise of the issue but not let customers lose out.
What a lovely thing to do I bought more that expected due to the promo. I know she had issues but made it work for all.
Well done to this lovely girl.”
“Recently in the Amsterdam-Kalverstraat branch, I was threatened by the shop assistant. Because she came to me a second time with a fittingroom clothes rack
, I warned her that she should look out the next time. She gave a cheeky answer that she didn't understand me and that she didn't speak Dutch. And after 2 minutes the security guard came to me that I had to leave the store immediately. I have a video recording of this. During the recording we were sent away by the manager without explanation. I could not even explain my own explanation. Der wasn't even listened to me and I was sent away. I have written a complaint letter to topshop. Shame on me from my life and yet I was not taken seriously. They offer excuses by e-mail. Never again top shop!”
“Bromley awful
I went into your Topshop Bromley store on 08/08/2019 I saw a pair of jeans for £20 however when I went to the till you said they were marked at full price you did not offer to honour this price and you were rude and I am a regular customer I am extremely upset as the price something is advertised is the price the customer should get your staff on till Roisin was not helpful and the manager I spoke to did not understand that the store was at fault awful customer service was given”
“Saturday 6th July I was in Topshop Donegal Square. The shop assistant in the fitting rooms upstairs around 1-2pm called Amy (short local girl) went above and beyond to offer an excellent level of customer service . She couldn’t have been more helpful in finding sizes and giving me feedback on my outfits.”
“I would even rate as minus If I had a chance as this was the worst experience I had with any kind of fast fashion brand!! I bought an item with front zipper that came out in my first put on!!!! And I was in between two meetings with no trouser!!! After a bunch of email there is just wasted time and money!!
Do not invest your money and help them make business without even caring their customers!!
I really do not understand why even they have customer service as this service is useless!!”
“I would even rate as minus If I had a chance as this was the worst experience I had with any kind of fast fashion brand!! I bought an item with front zipper that came out in my first put on!!!! And I was in between two meetings with no trouser!!! After a bunch of email there is just wasted time and money!!
Do not invest your money and help them make business without even caring their customers!!
I really do not understand why even they have customer service as this service is useless!!”
“I was not approached or greeted throughout my whole shop floor experience. On entering the fitting room which is un manned I was that pounced about a person who said I could only take six items in when I had 8. I then asked would they they be available to bring my other ones to me to save me re dressing. Needless to say as I tried on my garments and was ready to swop the person was no where to be seen. I left without making a purchase as I was disappointed by the way the staff dealt with me. I was not even approached on leaving the fitting room where he might of apologised for not popping my garments through ( as he said he would wait in fitting room) the store was ridiculously quiet so there was no excuse for this poor level of service.”
“I was advised by one store to go to another to purchase a specific item they supposedly had in stock upon arrival they informed they did not have it there and would order it to the original store I had tried as closer to home for me
On the date and time advised to collect was rudely greeted when entering Brixton store to find they hadn't had my delivery and still would not receive for another 4 days despite the fact of me paying £10 for delivery I then cancelled the order and was advised that I could not receive a cash refund as the previous store had transferred by cash onto store card for ease of collection from another store
I then waited 2 weeks until free next day delivery online and managed to resolve the issue myself this should not be the customers responsibility and disappointed by lack of help by delegates in store as well as head office over the phone created more problems than solved not good enough”
