“This is the third box in a row where at least one of the items is stained. I can see the clothes are clean, but they haven't taken stains out. Agree with all the comments below re crumpled clothes, very late delivery and ridiculous website for ordering- you need a lot of patience to order... I'm not sure why I'm sticking with them tbh”
“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
“The concept is amazing and is very unique so desperately want this company to work however, the website usability is terrible which makes it challenging particularly on mobile to find what you want. Delivery was much longer than anticipated, there was no communication on how long it would be (until I chased via an email to the support team - who by the way are great).
When the package arrived there was an item missing (apparently they emailed me but I had no email either in my inbox or spam). Eventually another item was dispatched to me but that was nearly 2 weeks after my initial order was placed.
If they can get some of these operational issues sorted out then I would be a lifelong customer.”
“I have found some lovely clothes on the site - some which I have gone on to buy however unfortunately there are always issues! Check the RRP before you buy - the majority of the time, it is cheaper to buy from the retailer itself (including the discount), there are always items missing. I have constantly had issues with the website and ordering. One point which was really frustrating - I ordered a dress (by email to Customer Services) in a 12, what was delivered was not a 12 and I was then told that the sizing of that brand was different - this is not reflected on the page for the dress or in the sizing guide - it says "true to size". I was offered a replacement, at a fee of £10. This was the final straw before cancelling. It's a brilliant idea, but the execution still needs some work.”
Hi there,
Many thanks for your review. Firstly on the subject of purchasing items, we don't discount purely to clear stock as in traditional retail as this would go against our mission as a business.
Sizing does differ between brands, particularly within European brands. If you're unsure, you can always live chat or email us for clarification.
We're really sorry you had some difficulties with us, but we'd be delighted to help where we can. We'll be reaching out to you separately so we can make it right.
Many thanks
The Devout
“Great idea but needs some work. Website isn’t great, not intuitive enough and would help with more filters. Customer service not great - new customer and zero communication although I had emailed them twice - not sure I’ll stay on. Wold also expect more choice of brands for the price.”
Hello,
Thanks for your review.
I've just checked your support tickets and we've replied to both of them - it's worth checking your junk box in case they landed in there. We're always adding new features to the site, and you can currently filter through colour, size and fit, as well as by brand.
We're also always adding brands; you can toggle "Available Now" to see the whole range including those currently rented.
Please do feel free to get in touch through Live Chat if you're not receiving our replies :)
Many thanks
The Devout
“I am very disappointed that there has been no delivery of the new items despite my selection which was made 2days ago.
What this means is that by the time you bring the 10 items, i would have only 1 week to wear them all. That to me defeats fhe objective. Please cancel my subscription from this June. I await delivery /pick up of the last suspension charged.
DO NOT CHARGE ME FOR NEXT SUBSCRIPTION. this is my cancellation request. This website has been developed in such a way that it is easy for users to sign up for the subscription but impossible to stop the subscription.
You mentioned an option to chat with someone re:support yet there is Chatbot seen anywhere. No telephone contact and ut takes the team reminder emails bed a response is received. I have made a copy of this complaint and will post it on the public review board.
You need to improve your customer service.”
“THEIR SYSTEM DOES NOT WORK
I ordered my first box of 3 items at a discount. Ordered it beginning of February and ended up being informed after a week and a half their system messed up and none of the items I wanted were available. After spending more time figuring out suitable items amongst a catalogue of mostly unavailable clothes I ended up getting my order by mid-Feb. They threw in a extra item for the inconvenience but it did not fit and it was stained so it made no difference. The items were nice, but they came tossed in a box like a donation bin. I had to press 2 of the items to get them decent, and the third was still wet from their wash. Since I ended up with the box 2 weeks after I ordered them I expected the renewal date to be shifted. I am currently traveling for most of March, and wanted to pause it for that month as I wouldn’t be able to return the items in time. BUT they renewed my subscription for March 2 weeks after I got my first box without a warning. Was forced to pay 39£ for a month I could not use. They told me they had already charged me so I had to choose my
Items and if i didn’t return them on time I would be charged again! I begrudgingly chose 3 items, while emailing to ask if we can change the dates so I could use the box and have my first box until the allotted time I was promised ( a month). At this point they stopped responding to me. I returned my first box a week and a half in advance, got my second box a few days before my trip (the clothes were not presentable and one brown teddy coat looked like a donation bin coat). I returned the box to do’s the same day because I would miss the deadline to return them while travelling on top of the clothes being completely inappropriate (no size chart to understand their Jean sizes). Zero responses! I basically flushed 39£ down the drain. Don’t recommend unless they seriously improve their system!”
“This is my second box and half the items just look very worn out and tatty. It seems to happen the most with the knitwear. It was the same on my first box and I complained and got new items sent, but I can’t be bothered doing that again so will just cancel after my third half price box.”
Many thanks for your review.
We're sorry you've received items that weren't up to scratch. In some cases where you may have rented items that have been in high demand, you may notice a little more wear versus newer items.
All items go through a quality check process and we'll make sure to feed this back to the team.
Many thanks,
The Devout
“- I wanted to like this but the model just does not work. I suggest following the model Glamcorner in Australia use.
- Should be more flexibility with timeframes for return/delivery. i.e. return once finished and then select a new box - not wait until a specific date. These timelines are also not made clear and slow.
- Pick up service was frustrating although they did reschedule when I advised it had not been collected (appreciate this is more of a courier issue). It would probably be better to offer option to return yourself as well as courier.
- Improved selection of clothes required - they did not change enough in the 3 months I tried it for.
- Item was out of stock and not replaced. No response on this.”
“Clothes were as shown on website, but the whole service around it is quite confusing.
For a service costing this much, there needs to be way more communication on what actually are the return dates and when the subscription renews, one email roughly 2 weeks into having the items doesn't feel like enough. Other subscription services do this well, with multiple reminder emails with dates and the other crucial detail in them.”
