“Bought clothes online 7/07/24 and returned on them well within their time. After no response and many emails to get my money refunded it was finally refunded 23/0824 but at a lower price for the dresses than I originally paid. I am back emailing this company and getting nowhere. Awful online service via their chat and email. No phone number. I would not recommend buying here.”
“I received my item and it is way too big. I have tried to contact them and even use their online return and they claim I don’t have a correct order number or email.
Then an online chat responds and says they will email me a label and I don’t receive it. I would give them zero stars at this point”
“Waiting 34 days for a refund. Royal Mail tracking shows items were received. Phone line isn’t answered, emails not answered and live chat doesn’t work. Terrible customer service and I am now having to waste hours of time chasing the £220 I am owed.”
“I ordered a dress that turned up with a broken zip, sent it back and still waiting for a refund from almost 4 weeks ago.
I ordered another dress which never turned up and although customer services had me sign to say it had never arrived, that was over two weeks ago.
I ordered shoes to go with the dress and had to send them back as they were uncomfortable to wear, again over two weeks with no refund.
I am now chasing them daily to find out when I will be refunded, although they keep saying it will be "today", still no refund. BEWARE”
“I ordered and was charged for 3 items on the 6th November. I emailed through the contact page (no response), the tracking page does not work and the order has still not been received.
Live chat says it is open today but that does not work either!”
“Have ordered an item on 22 Sep - still nothing. They cannot cancel it and refund me and they do not know where my order is. All I get is excuses and apologies, copy pasted I suppose as there are quite a few clients who have suffered from the same issue. The typical replies are: 'We apologise for the delay that has been caused with your order and for the disappointment that this may have caused.
Unfortunately, your order has been affected by an issue that has been passed onto our IT team.
Currently the system is not processing orders to show visibility which has caused a delay and we are so sorry as this is not a reflective of our usual service.
Please rest assured that we are doing our very best to have this resolved for you and to process your order as soon as possible. Unfortunately, as the order is not yet visible, we are unable to cancel any orders.
We understand that this may cause some frustration but are working very hard to make sure that this is resolved as soon as possible. You will get an email on dispatch and another when ready to collect in store. If you no longer require the order, you can advise the store once they have contacted you, that you want a refund.'
and
'I am truly sorry for any inconvenience that this has caused you.
I will make sure that this is passed on as this is not Phase eight standards so that this can be investigated internally by our team.
Here at Phase Eight, it is extremely important that our loyal customers have an enjoyable and smooth shopping experience with us, and I am very disappointed that we have let you down on this occasion'
So the problem is still not resolved and nobody can advise any time guidelines for that. I'm going to give it a legal go as the last resort.”
“Faulty item was received- mark on shoe. No response to email so messaged via Facebook. Was told Phase Eight do not do replacements so I would have to pay up front to reorder and wait for a refund on faulty item. To make matters worse I was advised that they would “ price match” the amount I paid for the shoes ( got NHS discount) but they would then be non returnable.
Extremely poor Customer Service!! Buyers beware… lovely items as long as you don’t have a problem.”
“Salma Cardigan taupe ordered and despatched on 1July 2022.
Have chased this order on various occasions. Part order received 5July, fascinator but still waiting on cardigan to complete wedding outfit!
Phoned customer services and Southampton P8, saying it has been despatched from their warehouse but don’t know when delivery will be arriving!
So frustrating for me I can see this is going to be 3 to 4 weeks before I receive it.
Awful really. Just a heads up would be nice from the company!
I am really good customer with Phase Eight and May look elsewhere!”
“Do not order from this company online. They take your money and then inform you item is out of stock. Shocking and dishonest customer service. Still waiting for refund. Couldn't care less about their customer or their buying experience.
Avoid at all cost.”
“I ordered the Layla dress on 18th May to be delivered by Evri (Hermes as was). I paid for 3-5 day delivery. Now 27th May and no sign of it. Spoke to Phase Eight but they just say it is at Evri hub. Disappointed as I have bought from Phase Eight or Hobbs (they are the same group) almost exclusively for years. I will only buy in store in future but now the Debenhams concessions have gone it is not easy.”
“Ordered a dress for my sons wedding, order was accepted and payment taken. Five days later was emailed to say order was cancelled as Phase eight were "unable to fulfill" Two days later item was showing as back in stock, I assumed someone had sent one back so quickly reordered. Order was accepted and payment taken, half an hour later was emailed to say order was cancelled as "unable to fulfill"!!!! why keep accepting orders and taking payment when no stock available! Emailed to complain but never received an answer. Then takes ages for money to be refunded!! Very unhappy and will not be ordering from this company again.”
“Desperate service - they cancelled one item, the second was then no use but they would not cancel as dispatched despite no tracking number. 2 weeks now chasing and no one can tell me when or if I will either get an item or my funds back. Customer service agents have no autonomy and dispatch and delivery process completely broken.”
“I received my item ( Anne Angel Silk blouse - yellow - size 14) and am astounded.
It is completely torn and damaged at the back with the bow torn off and the hemmed area all ripped off!
Please resend a new garment that is not damaged, or refund my $185,
I am presenting this issue online, pictures attached and with the shipment numbers.
In all sites with reviews of your service and photos of this product enclosed.
Please address this, I am very upset
I spoke to your chat team and they said I have to return this shredded item - ( it looked dirty and torn ) - at my own cost before they refund me.
Just wondering - what will you do with this item once it is returned ? You would need to trash it.
It was the very last size 14 available on the site but I never expected a torn, frayed and discoloured item.
Pictures attached above.
I am a long term customer and so far, with the exception of one blouse which had a stain on it, I have had no issues. At that time, your team apologised profusely for the stain and said that this is not what was expected standard was at Phase Eight.
When I received this shredded item pictured above, they said the same.
You can see the large hole underneath the opening below the ripped and shredded bow.
Order number : 12075710”
“Very disappointed with this service placed an order nine day's ago payed extra for fast delivery still hasn't come. Have no clue if I will get money back.”
“I am not going to order from Phase Eight any international delivery as there are additional costs that you don't expect. My order is 4322854625.
To be clear, additional costs are not due to VAT or your country costs but due to type of contract that Phase Eight has with delivery company DHL. Even it says delivery is 15€, on payment form it didn't say there are additional 35€ to be paid due to DHL custom charges. Total order is below 150 € and delivery country is Croatia. For amount below 150 € there was no VAT, not custom fees but I have to pay DHL custom charges. So, just be aware that total that you pay may not be total. My order costs my 50% more due to this.
Just to compare and for everyone to clearly understand, two days ago I ordered more clothes in amount of 120 € from Emily and Fin, another clothing company. That order was from UK to Croatia, same origin and same delivery address, and more expensive order, delivered with same DHL. I didn't pay anything additional.
So, I called DHL and they explained the whole story. When you pay for the international delivery that sometimes means that clothing company included custom charges in the delivery,
but it may also mean that you have to pay for it. With Phase Eight that you will have to pay for it.
So I won't be ordering from Phase Eight any more. I think that every customer wants to know total before payment is completed. It is not that's not possible, it is just that you have policy like that. I don't like it.
It is true that in policy it says that local costs for international delivery can be added but I expected VAT or custom fees, not fee from delivery company.”
“This is the worst service I have ever encountered with such a well known company. 2 weeks and still no parcel. Phase Eight you need to get your act together, goods are good quality shane about your customer service, will not order online again from you.”
“Lovely product but appalling online service. I ordered some dresses for next day delivery 2 weeks ago and they still haven't arrived. Trying to make contact with Phase Eight to work out what is happening is nearly impossible - 48 hour turnaround. They have refunded y £6 next day delivery charge but seem to have completely missed the point that I would like some dresses!
I have a DHL tracking number but DHL say they haven't received the parcel..... If anyone know how to get out of this situation please let me know!”
