“I ordered a pair of jeans and told they’d be delivered in 5 days time on a Friday afternoon. I was really excited to receive them and wear them on the weekend, but then I got a text and email on Friday to say they were delivered, but I didn’t receive anything. The email said they were signed for, but when you click to see the signature it says they’re not currently collecting signatures. I tried to contact customer service and they are ignoring me. The delivery company says on their website they have a phone line open until 6pm but when I called it the line said it actually closes at 4:30pm. The whole thing has ruined my Friday and I will definitely not order from Topshop again. I feel like I’ve been completely scammed as they’ve just stolen my money and not delivered the item to me.”
“My daughter ordered a month ago Trousers for college. Never got the trouser but deducted the amount from her account. I contacted them and only refunded me £2 and not the rest. Now they are not replying to any email my daughter sent them, she has two and they said email from the account email. They completed ignoring her now and no remaining refund has been refunded.”
“Purchased shoes online. Want to return, though the Topshop site was unable to fulfill my request & indicated to contact customer service. They have no phone support, only email. After four emails, only one response that went no where & no return label. I also cannot find a return address. So hope you like what you buy, because you can’t return it.”
“I ordered a pair of jeans online and wanted to return them in store.
I was told in store- Bournemouth Castlepoint that due to COVID 19, I had to return via post as it was an online order.
I’ve done this and now it’s been over 5 weeks. I’ve not heard ANYTHING. No reply to my emails. I have been in store numerous times to be told it’s got nothing to do with them?? Even though they told me to follow this procedure.
I simply want confirmation they have received my order and will process my refund!!!
Never again will I shop at Topshop because the service is absolutely AWFUL!!!!”
“I made an order online that never reached the courier and has been lost. Despite this I was charged. I contacted customer services by email, twitter and Facebook but they took days to reply and were very unhealthy- they simply said they would look into it and have not kept me updated despite this occuring days ago. Their telephone lines are currently closed making this worse.”
“Bought 4 pair of shoes for £134 more than two weeks ago and package arrived damaged and open two pair missing! no one is replying to my emails! Phone lines are off! Useless customer service! I want my money back! never shop from Topshop ever again! low quality rubbish customer service”
“I purchased a pair if cycling shorts from Topshop. After washing them once following the guidance on the label, the shorts fell away from the waist band completely. I contacted Topshop expecting them to refund me or send a replacement product and instead they said they did not think it was a manufacturing issue. I am very disappoinented and think it is horrific customer service. If you are wanting clothes that don't fall apart after one wash, I would recommend that you look elsewhere.”
“I placed my order and paid via part gift card and part card payment. Firstly for a company of this size to use a courier like Hermes is horrendous. Secondly once Hermes had lost my parcel a refund was provided after over a week but only my card payment was refunded and not the gift card amount. A month later the issue is still not resolved.”
“I purchased the products online but unfortunately I have to return them. The return parcel has arrived to the warehouse however I have not received any refund. After 2 weeks waiting I decided to contact Topshop(twice)They replied back that they’ve already processed the refund and I should check with the bank. I waited 5 days and contact my back and find out there is no Payment from topshop! I never received email confirmation that the refund has been processed but they keep saying they have refunded. Lying customer services! Stay away from this company.”
“I purchased the products online but unfortunately I have to return them. The return parcel has arrived to the warehouse however I have not received any refund. After 2 weeks waiting I decided to contact Topshop(twice)They replied back said they’ve already processed the refund and I should check with the bank. I waited for 5 days and contact my back and find out there is no Payment from topshop! I never received an email confirmation from topshop that the refund has been processed but they keep saying they have refunded. So frustrated! All that time I have to wait and wait. Lying customer services.”
“I purchased the products online but unfortunately I have to return them. The return parcel has arrived to the warehouse however I have not received any refund. After 2 weeks waiting I decided to contact Topshop(twice)They replied back that they’ve already processed the refund and I should check with the bank. I waited 5 days and contact my back and find out there is no Payment from topshop! I never received email confirmation that the refund has been processed but they keep saying they have refunded. So frustrated! All that time I have to wait and wait. Lying customer services.”
“Bought my daughter Adidas leggings from merry hill store before Christmas for a present and tried to return them as they had a mark on them. Still had the labels and tags on them and the receipt but it was over the 30 days refund policy but they said they would exchange for something else which was fine. Then the assistant showed them to a manager who said they couldn’t because they wouldn’t have sold them wit a mark on and they couldn’t resell them. They did this while the shop was quite full and was extremely embarrassing really in not so many words calling us liars. They told us to get in touch with customer services which we did. We had to send photos and eventually had to send the leggings for them to check and after 2 months have received an email saying that it’s not a manufacturing fault s o are returning the leggings to us. We spent almost £300 at thi store at Christmas. Will not happen again. Obviously they don’t need our custom because the high street shops are doin so well. Got a feeling this shop won’t survive much longer. Recommend you shop somewhere else.”
“Went to take an item back with my receipt said I could not return due to the rude assistant saying I had worn it I had the receipt still within the 30 day policy and tags attached very rude assistant said I was intimidated her by smiling at her because I thought it was so funny that I could not return an item with tags attached and receipt she said it looked like I had worn it called the store manager who stated the same thing to me so I called customer support on the back of the receipt said I needed to ask for there names went back in and both the assistant and manager said they would not give me their names so I will not be going back in this merry hill store in Dudley ever again I had never worn it only tried it on and then saying I cannot have a refund and them sarcastically pushes it back to me was a disgrace o hope they get repercussions for this disgusting customer service”
“Bad Customer Service. I purchased a pair of boots. They were worn only twice and the heel broke. The customer service has not been helpful. I sent them pictures (as they requested) and they promised a reply in 5 days. After 15 days, I email back only to hear that they would either offer a 10% discount or I would have to find a shoe repair place, get a quote, get the quote approved and then get them repaired. They do not back their product. Buy beware.”
“Delivery prices are ridiculous (£3 to get a dress delivered to the Topshop store a 45 second walk from my office, but £6 to get it delivered to my office).
Also really bad organisation of delivery, as when I went to pick up my delivery after having received a confirmation email of its arrival, no one could find it in the store. Had to ring customer service, who were also quite useless, and go back again and insist they searched the store. 15 mins later, they found it. All for the dress to be damaged when I opened it....sending it straight back and not asking for an exchange.”
“Worst retailers - RACIST ENCOUNTER WITH STAFF! I have been to a couple of Topshop stores across London and all have rubbish customer service. One particular staff mocked my son's hair with her colleague because my son is biracial - PURELY RACIST. Another didn't give me my reciept, I had to remind her to give me a receipt. Worse of all, they talk to their colleagues but ignore customers; when I ask for help I feel like an inconvenience! PLEASE AVOID AT ALL COSTS. .”
“The staff in the London Brompton road were obnoxious and rude. They didn't care about any of there customers, especially the lady in the changing rooms who couldn't have cared less about us being there and instead gave us dirty looks as I swapped sizes for my mum instead of helping to find her size or suggest she would check I did it myself. She acted the whole time as if she was above us. The guy at the till was nicer but still was rude and they all made it obvious that they thought they were above all the customers. Not good customer service to make your customers feel unwelcome. I love Topshop but will not be returning to this store when next in London!”
