“Really weird and disappointing experience so far. I received my first box 10 days after ordering and only because I chased for it. Items in it were fine. I've learnt now that the date you order is your renewal date so the longer the company take to send you the items the less time you have them for each month. I'm taking the advice of previous reviewers and will make sure I return my items so I can cancel on time. It's a great idea but the way it's being managed,and the answers from customer service, are unhelpful and confusing. I wouldn't recommend and can't wait to get out.”
“Please do not blame and charge customers for Royal Mail mistakes that are out of their control. This is unacceptable and very unprofessional, it also discourages people from using the platform as it is not always known when items will be delivered due to their availability. I used to work from home and this was not an issue but I lost my job and I work outside of the house, where it is harder to keep track of deliveries. I should not be charged for the item that was never delivered to me as well as for the entirety of the monthly subscription for 3 items when I only enjoyed 2. This is, once again, unfair and not in line with other companies that provide similar services.”
“I am so frustrated with this company. I've been trying to cancel my subscription for weeks but their website doesn't work properly and they keep telling me that I'll have to 'pay for another month before I cancel'. They still haven't sorted this out.
The clothes I've received have massively declined in quality since my first box - I would say a good 50% of them are unwearable (I would have long since got rid of them). I have not worn a single thing from my most recent box.
Every time I have ordered, there have been items unavailable and I end up spending time trying to find available clothes on their website to send their team links to.
The boxes take forever to arrive (usually at least 2 weeks from order), which would fine except that they charge you based on time-spent basis rather than per box. So you pay for 2 weeks of holding the last lot of clothes (that you no longer want), whilst you wait for the next lot to be delivered. Unacceptable and does not meet their delivery promise on their website.
The company are now saying they are going to charge me for two items in my last box which I never received! So not only did I only get 8 items in my last box rather than the 10 I paid for (which, to be honest, I didn't notice), but they are now saying I will be charged for these non-existent items!
I highly recommend taking your business elsewhere.”
“I’ve sent you a few separate messages … the timing of these boxes is really off. There is little to no communication about what is going on In between. This order of ten items arrived all stuffed into a bag- half of it is too wrinkled to wear. I also find your mobile website a bit tricky to sort search at times- visibility of sizes isn’t easy. It’d be nice to see a capsule of 20 items that all coordinate and make it easier to choose from. I also have no idea how this next delivery is being collected or exchanged since I’m reducing to five items.”
Hi Alyssa,
Thank you for taking the time to leave a review.
We are currently experiencing a high volume of orders, so asking all customers to allow 5-7 working days for their order to dispatch from their renewal date - however we apologies that yours has taken a substantially longer time to get to you. As detailed in the response from our customer service team, this is because it was stuck in our Pending orders rather than Open orders. I can see from the thread with the team that your order was moved through to the warehouse and sent out the day you sent the email, as well as the team offered you a discount on your next two months as a goodwill gesture.
I will flag with the warehouse team that the condition that your items arrived in was unacceptable, we are currently working on our packaging to ensure that items arrive in the optimum condition.
Our web development team are constantly working on updates to improve the user experience of our website so I will pass along this feedback for them, as well. As you are now on a 5 item plan, you will receive a Royal Mail returns label for your order in your next box, if you have any questions about this, then please follow up on the open thread with our support team.
Many thanks,
The Devout
“Used to be such a good service. Falling to peices. Can’t secure new clothes with good brands. No spring wear, failed relationship with LK Bennett yet imaginary goods still available. Issues not dealt with -promises of more goods they just don’t have as recompense. Utter contempt for paying customers. I don’t think the company meant to be what they are- a BIG CON!”
Hi Phillipa,
Thank you for taking time to leave a review.
We have just added new Whistles Spring stock to our website that is available. This however is very popular with our customers so does get rented out quickly. Sadly the LK Bennett stock we were awaiting was unable to be fulfilled and we have made our members aware of this and offered replacement items for this to be sent out as soon as the replacements were set up. This is an unfortunate mishap that was sadly out of our control, however we do apologise. All the LK Bennett items from this order no longer appear on our website for members to rent.
If you open up a ticket with our support team, they will be more than happy to discuss these issues and get everything rectified for you.
Many thanks,
The Devout
“More hassle than it's worth - great idea and lovely clothes but service is atrocious. Delivery takes at least 10 days and always requires chasing. Often it says items are available online but then never appear in my box. Decided I didn't want the hassle anymore so cancelled my subscription. I received an email chasing me to return an item I never received and have also had £39 debited from my account despite cancelling my subscription. Save yourself the pain and shop on vented instead”
Hi Philippa,
Thank you for taking the time to leave a review.
We are currently experiencing a high volume of orders and therefore dispatch times have been extended. All this information is available on both our FAQs and within our support section. However, we apologise for the long delivery times, our small team is working as fast and efficiently as they can.
I can see that the support team have emailed you regarding any missing items and created a replacement order for you whenever items haven't been available. I can see that they have also refunded the payment that was taken and cancelled your account following a support thread that was open.
Our apologies that the team chased you for a missing item that you never received. I can see that they looked into this and rectified their error efficiently. We are a small team, so we are looking to iron out problems where we can, so thank you for bringing this to our attention.
Many thanks,
“I absolutely love Devout ! Not only
Is it saving me money it’s also totally elevating my style ! Customer service is beyond wonderful, when things aren’t quite right they always sort incredibly quickly. One of my best finds of the last few years. Thank you Devout Team x”
“Places an order for 3 jumpers on 18th Feb.
I’ve received no updates re dispatch/delivery after 6 days, so I messaged customer service on 24th Feb.
Customer service replied through email on 27th Feb, who said they are experiencing a high volume of orders and currently working with a 5-7 working days dispatch time at the moment.
Was contacted again on 28th Feb, I was informed that one of the jumpers that I ordered was not available because it’s a brand new season item that they were still expecting from the brand- even though on the website the item was advertised as ‘available to rent now’. They offered a replacement but I didn’t really find anything else that I liked from the website.
Received 2/3 jumpers on 1st March, both looked like they’ve shrunk probably after being washed- one of them was too small and unwearable compared to the other one. Very disappointed with quality of clothes they sent me.
I have cancelled my subscription yesterday even before I received my order, and I’m still awaiting cancellation/returns information.
It’s a really good concept but I’m very disappointed with the quality of the clothes as well as the service.”
Hi,
We're sorry to hear that you were disappointed with the quality of clothing that you received. I can see that you have an open support thread with the team where they offered replacements for these items to be sent out to you.
Although all our items are quality checked, occasionally our small team will miss a few. We will flag the quality control up to our dispatch team to ensure that these items are caught before they are sent out.
I can see that our team has sent you the information to return your items so that we can go ahead and cancel your subscription as requested.
Many thanks,
“I love the concept of this and the pricing is much better than other rental options I’ve looked at. I’m trying to be more ethical with my clothing choices, plus it’s a chance to try new things I maybe wouldn’t if I had to buy them. However the website is challenging - the search function isn’t good and there’s no way to search for available clothes in your size, so it takes forever to find stuff you actually want to add to your rental box. I’d love to keep using this long term but I think the frustration of struggling to find items might ultimately mean I cancel after a few months.”
Hi Rebecca,
Thank you for your review!
It's great to hear you are trying to be more ethical with your clothing choices and we're so pleased to hear that you love the concept!
We appreciate any feedback that members can give about our website, as we are a small start-up business our web developers are always looking for things they can improve on and updating the user experience, so we will feed that back to the team to hopefully get these issues ironed out.
Many thanks,
“It's a scam. Clothes look like old rags, I would not even give it to charity shop. Really bad faling apart broken missing buttons. Terrible customer service, I have tried to cancel after I saw state of clothes and they still charged me even I said I just wanted to send clothes back to them i didn'twant to keep it. They charge me for those an en extra month.”
Hi Clarissa,
Thank you for taking the time to leave a review.
I can see that you have an open ticket with our support team. We apologise that you received some items not up to standard, however the support team have offered to send you replacements. The support team have then sent you all the cancellation details so that you can send your box back. The cancellation includes an option to arrange a collection from Royal Mail from any location so that it is easier for members to send their items back.
Your subscription automatically renews each month on the same date as stated in the T&Cs. We would have happily refunded the charge for this month, all that was needed was to provide proof of postage back to our address by the 24th of the month, however as you are still in possession of your items this is why a charge was made.
We will continue to follow up on this via the support team thread.
Many thanks,
“I really wanted to love this and the concept is great but delivery is extremely slow (and you have to chase multiple times), lots of items are always out of stock, items come with things missing e.g. I ordered two jumpsuits and both were missing their belts.
I think it just needs a bit more work before I would order again.”
Hi,
Thank you for your review.
We are so glad you love the concept, we are a start-up so we are ironing out a few issues and appreciate any feedback from our customers. We are currently experiencing a high volume of orders and therefore dispatch times have been slightly extended, however we are sorry you felt the delivery was too slow.
As we work on the rental basis, new items come back into stock everyday from our members return. We are looking how we can add more stock to accommodate stock levels.
Finally, we apologise that two items came without their belts, this is something that we will flag to the warehouse team to ensure they are sending out everything complete and in great condition.
Kind Regards,
The Devout
“One coat looked so worn, I wouldn’t even pick it up in a charity shop. It was also covered in animal hair! Everything was tiny and had clearly shrunk. The LK Bennett dress was horrifically creased; it had clearly just been washed and no attempt to iron or steam it. Really poorly cared for clothes! Very disappointing! Out lf ten items, I can wear only 2!”
Hi Shauna,
Thank you for taking the time to leave a review. I can assure you that all our clothes are fully cleaned between each rental and thoroughly checked by our small dispatch team. I can only apologise that the coat you received was not up to standard, sometimes when our mohair or alpaca wool jumpers are washed, this can leave wool in the dryer, which may transfer to other items. I will make the team aware of this moving forward.
Furthermore, sometimes items do crease during transit, we are working to fix this problem. If you email across our customer service team, they will be more than happy to exchange any items that were damaged for you.
Kind Regards,
The Devout
“I have been renting from the devout every monthly for nearly 18months and it’s a really great service - very reasonably priced and their customer service is absolutely fantastic!”
“I ordered my first box In January 2023. I didn't receive any information or tracking for my box until 7 business days had passed and only after I reached out to the company to get information (which was difficult considering non of the support links have anything to do with delivery).
Once by "box" arrived (i.e. damaged polybag) I only receive 4 of 5 items ordered. When I opened another support chat, I was told "the warehouse team is sure they sent out your jumpsuit" and that they are happy to send another item but not offer me a refund. Unfortunately this company failed to deliver because the concept it great.”
Hi,
Thank you for your review!
We are currently experiencing a high volume of orders, which has caused a delay in the dispatch. We apologise that this wasn't communicated to you. All information regarding our delivery times is available on both our FAQs and within our Support Centre.
We apologise that your items weren't in a box, and instead arrived in a bag. We will feed this back to the warehouse team to make them aware that they unfortunately arrived in a less than satisfactory state. I can see from your ticket that our support team has offered you a replacement item which is in line with our T&Cs if one of your items is unavailable. We will continue to converse with you on our support chat.
Many thanks,
The Devout
“I ordered my first box and what arrived was gross. Everything was damp when I pulled it out. Also, all the sweaters were extremely shrunk. I'll be cancelling and returning all items unworn. I love the idea and would honestly rather have paid a higher subscription cost for good quality, dry cleaned items. I've previously used LK Borrowed that sends item in much better condition.”
Hi Jessica,
Thank you for your review.
We apologise that you are disappointed in the service you received. We can assure you that all items are thoroughly cleaned and dried before they are dispatched. With regards to the shrunken items, whilst we do ensure that every item is checked before sending out, occasionally some items do get missed. We will feed this back to the QA team.
We are happy to send you replacement items for those shrunk sweaters, just raise a ticket with our support team and they will be more than happy to help.
Many thanks,
The Devout
“5 items out of 10 wear unwearable. 1. Ripped, 2. Woollen cardigans shrunk 3. Jumpsuit stain and belt missing 4. Creased and unpressed dress 5. Dress smelly and not cleaned
Items also arrived 13 days after my renewal date”
Hi,
Thank you for your review and bringing these issues to our attention.
I can see that you raised a ticket with our support team who offered to send you replacement items. We can assure you that all items are thoroughly cleaned and dried before they are dispatched. Unfortunately, whilst some items are in transit they do get slightly creased. We are working on our packaging so we can ensure this happens minimally.
We are sorry for the delay in you receiving your order. We are currently operating at a 5 working days dispatch time, following a high volume of orders.
Many thanks,
The Devout
“This could be brilliant but at the moment it's just missing the mark due to not having enough stock so most things I want aren't available and there's no timeliness on availability. Also the website is not good to use. Delivery takes a long time so you can't plan on what youre wearing to an event coming up u lessnits still weeks away. But on the plus side there's lots to choose from (in theory) and the customer service is good, the clothes I've had so far have been great quality and in perfect condition, often brand new. Returns are easy and its nice being able to keep an item an extra month if you're loving it. For me this is a bit too expensive to be able to do regularly, I'm happy with the initial reduced price but when it goes up after 3 months I'll struggle to stay”
Hi Charlotte,
Thank you for your review!
The website team are currently working on upgrading some features to ensure a better UX experience, so we appreciate any feedback on how it could be improved. As there was an influx of customers over the festive period, this did affect our stock levels, however as items come into stock each day when rentals are returned we hope that this will mean there is always stock available.
Following on from the festive period, we are experiencing a high volume of orders and therefore dispatch time has been extended slightly. We apologise for any delays you may have experienced - we will feed this back to the team.
It's great to here that you've loved the clothes you have rented so far and have received great customer service!
Many thanks,
The Devout
“Great idea but far too many problems. Products never seem to be available so choice is limited and delivery is shockingly slow and unreliable (10 days from order) . Website full of glitches. Fails on every aspect… I have even been sent clothes that have shrunk but not worth the hassle to return”
Hi,
Thank you for your review.
Products do come into stock every day as rentals get returned by our members, but we are working on ensuring we have stock available in a range of sizes. We apologise that you experienced a delay in receiving your parcel. As we are experiencing a high volume of orders, dispatch times have been extended slightly.
Thank you for your comment about the website, the development team are currently upgrading features for the website to create a better UX. Any feedback on how we can improve our website is great appreciated.
We apologise that you received items that weren't up to standard, whilst all products are thoroughly checked, occasionally the team do miss a few. If you raise a support ticket with the team, they will send you replacement items.
Many thanks,
The Devout
