18montrose Opiniões 329

Not happy at all! I’ve been waiting nearly 2 Months for a refund for a return I sent. They’ve evidently lost or can’t find it, now I’m the one who’s fallen on the short side! Abysmal customer service whos repeatedly cut me off on the live chat if you don’t reply in 5 seconds… The contact has been very poor and robotic, will have to think about contacting my bank to retrieve my hard earned money back… Telling me too wait 40 Days from when they eventually decided to raise a dispute with Royal Mail! What the hell does this have to do with me.

UPDATE 31/03/2023:
Still no refund and have been told to give the tracking receipt practically 4 months later again... I told them already I couldnt find it now after their stupid investigation they concluded they needed it when I said I couldnt find it. Refusing to refund me and have cut me off on livechat MULTIPLE times. Extremely rude and hostile website will be putting in a formal complaint to the Trading Standards.

I've shopped at this several times in the past few years, and everyone I order there seems go be an issue. In the past they have sent me wrong shoes and damaged boxes which I expected

However recently placed an order and they sent me wrong shoes yet again the wrong size with damaged boxes. They have no phone number for customer contact and the emails are delayed and picked up by several different agents.
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I spent over £310 and they charged me £6.99 and want to charge me and additional £4.99 to return an item which they sent out as a wrong item.

They never seem to adress the issues in question. Where is the logic in spending £105 on shoes which they have listed twice on there website with the same picture same shoes and different prices. They want to charge me an additional £6.99 postage and £4.99 returns.

That's £-12 for being sent a wrong shoe.

Will never shop from here again after this experience had enough of this store, just realised its own by the same group as cruise fashion which sums up the classless cheap primitive way of communication, sacndoulos and fraudulent.

This places should be investigated.

Hope customers read review before they shop here, as you will end of with either fake damaged or missing items.

Fantastic service yet again from the team at 18 montrose. Order placed at 3pm and recieved by midday next day. The trainers are perfect and we're also packed in a beautiful travel bag( which was not asked or charged for). Highly Recommended.

Just received an order from 18montrose online of Stone island cargo trousers that are 100% fake and absolutely horrendous. I've been a customer for years with them and I am actually shocked and disgusted with this. Don't expect this after spending over £300

So happy with my trainers. Arrived next day. Although I did pay a little extra for that, mainly due to nerves with normal mail. Received a delivery tracking number, straight after order. If I’m completely honest, I read reviews and was very nervous. But so glad I took the chance. As im over the moon with service and product!

I've placed an order for a total of 17 items on Dec.11, should have been splitted in 2 shippings, one with 5 items, the second one with 12 items.
First shipping with 5 items received after 8 days, the second shipping supposed to have 12 items arrived on Dec. 30, big surprise, only one item was in it.
Contacted their USELESS customer service, keep telling me they need to check CCTV, today they say they can't find the CCTV for this order, so they need to check with with the courier. That's crazy, on the courier website it shows this package was only 1.2kg when picked-up and it was supposed to have 7 pairs of shoes, 3 bags and 2 hats.
They are simply stealing people's money.
I am going to report this company to the police and PayPal.
DON'T BUY FROM THEM IF YOU DON'T WANNA GET STOLEN!

First of all i have been sent the wrong shoe size. Onto that they sent a valuable sneaker in a cheap shipping bag so the shoe box is now in a terrible condition. After filing the return and sending them back(in time). their website states that u have 28 days after the package is delivered to return it. I did exactly that last year in october. I thought everything was fine but also didnt really look if they refunded me(because i somehow trusted this company). Now more than 2 and a half months later i get a package from flannels. again in the same cheap shipping bag with a letter. It states that i didnt send it back in time and that they unfortunately cant give me a refund. I 100% was in that 28 day time frame. The box is even more damaged now and onto that it was their fault to begin with. I could not even fit this sneaker.

Been after a pair of Adidas Madrid for a while and 18 Montrose had them half price. But then read the reviews. I was desperate for these trainers so made my order on 27 Dec 22. Paid a bit extra for 2 day courier. Didn't get a confirmation email about my order but did get delivery info updates the following day. They arrived the next day on the 28th in top condition. So a pretty faultless service for me.

Scam alert, my brothers card gor charged here yesterday with no authorization what so ever.
We're still in touch with the banks and they have no customer service on the live website.

Very shady website, don't enter your card details here.

je n' ai jamais rien commandé chez vous et vous m'avez chargé 454,95$ sur ma carte Visa. S.V.P. Me rembourser immédiatement, sinon je préviens mon institution bancaire de vos manoeuvres. Merci

Shipped me sneakers in a bag and the shoe box was completely destroyed. I'm a sneakerhead and consider the shoe box a part of the product. They wouldn't cover return shipping and I had to come out of pocket $60 just to send the damaged product back to them.

Coming up to a month on since I left my last review and nearly 2 months since logging the initial complaint about missing items in my order and guess what still no resolution, update or refund !!

How does a company get away with treating customers like this, you are supposed to be a luxury brand!

I will never recommend, order or shop in your London store again.

I will not stop until you give me back my money!

I was very dubious to be fair with the reviews they're not the best!
However ordering my goods to then being told that I would get them standard delivery 2/11, thought that's fine and then receiving an email a couple of hours later that I'm receiving them the next day via DPD which I did so less than 24hrs from my order being placed it was delivered.
So for me overall excellent service through and through.
Think they're trying their best to resolve past issues.
Well done 👏
Would defo use again.

Purchased 4 items worth £268.99, delivered by DPD couple of days later with a huge hole in the box and 2 items missing from the parcel, which i immediately reported to 18 Montrose, they told me they would contact DPD to make a claim and that would take up to 7 days then i would get a refund or replacement items. to cut very long story short It has taken 5 weeks and many many emails to get the refund for the missing items but the best part is they actually said the items were not even packed into the place so they opened a case with DPD 5 weeks ago and they have only just released that somebody in their warehouse screwed up!! it beggars belief... during the 5 weeks i had to speak to 4 different people and go through the same story with all of them because the return contact and keeping me up to date was non existent but to be fair the 4th one I spoke to send me email updates. Now i have another problem where i sent back the two items i did receive for refund which they told me would take unto 7 days and guess what we are currently on day 9 with not so much as an email acknowledging that they have the items back which i know they have as i have tracking proof. Total shambles of a company you cant even speak to anyone its all live chat and emails. I'm done with all of Mike Ashley's Flannels / Fraser group companies I wont spend another penny with any of them. *update 14/11/2022* so after a total of almost 8 weeks and 35 emails I finally got my refunds for the missing items and returned items coincidently only after I had got Barclaycard involved but then 3 days after i got the refund i get an email from them saying that as my problem hadn't been resolved they were raising it with their management team??? this clearly is a measure of how totally inept their customer services are.... if it wasn't so painful it actually might be quite funny. The whole episode is a shame as the brands they stock are really good but the jeopardy is if you every needed customer services help be it non delivery / incomplete orders or returns chances are you're in for a bad experience and on top of that there are clearly some issues in their warehouse. So be wary of using any outlet that is part of this group Flannels, Cruise and 18 Montrose to name 3 as chances are they all use the same warehouse and customer service

I recently placed an order for a North face gilet that was £80 cheaper with postage and I'd done significant research. I admit I was reluctant reading all the bad press but thought the saving was worth the risk. No issues whatsoever. Its a birthday present so hopefully won't need to return. There was a return advice slip so again I'd be happy to run with the process if needed. Credit where its due and I've had no issues. Would use again.

Review update:

***Cory one of the consultant has stepped in and sort it out the issue.
Tammy has requested a refund ***

Refund has been provided ( very lengthy process / loads of emails but the result is positive)- thank you

ORDER NUMBER 5272314
ITEM I ORDERED( FOR SOME STRANGE REASON WAS SEND BACK TO THEM)
THEY NEVER RECEIVED.

I ADDVISED 18MONROSE VERY NEXT DAY THAT ITEM IS ON ITS WAY TO THEM ( SHOWING ON MY APP)
DPD DID INVESTIGATION.

I WAS TOLD TO WAIT UNTIL INVESTIGATION ENDS ...
END THEN GOT EMAIL LIKE THIS:

Hi Emil,
I am just reaching out regarding your recent investigation with DPD.

I am afraid due to the amount of time between this being delivered and your first contact, DPD cannot go ahead and refund this order. Nor can we offer a replacement.

DPD give 14 days from delivery date as a reasonable time frame to dispute delivery. As this was not raised until 28/09 which is over 14 day after initial delivery, it is unfortunately over the reasonable time frame for DPD to raise as a dispute.

We do apologise for the situation and for any inconveniences this may have caused to you.

Unfortunately due to us being unable to help further we will now close this ticket.

If you have any further queries or concerns, please don't hesitate to contact us again!

Kind regards,
Tammy

***Situation resolved by now but escalation could have been prevented way earlier***

Ordered a very expensive handbag and it arrived with no protective packaging whatsoever. The handle is extremely bent and the hardware is scuffed and scratched with paint missing. I sent a message immediately upon delivery and this is the third day without a reply! Unacceptable. Poor customer service and damaged luxury items is inexcusable.

Worst customer service Ive ever had to deal with, been sent the wrong item and still waiting to get a refund. Kept being told they have to look at CCTV, but obviously its been stolen along with my money. I will never use this company or any other affiliated to Sports Direct...Cant get on chat and emails and just generic replies....Horrible

After reading the reviews I was very hesitant about purchasing from this company however Following my experience I will buy again. The price was so much cheaper than elsewhere that I doubted it would arrive or be genuine however I needn’t have worried. Having ordered I was slightly concerned not to receive a confirmation email( as stated by others on here) and this is something I think the company should amend to raise their ratings, however I created an account and was able to track the progress of my order via this. As soon as the account showed it was ready for dispatch I did receive an email from the company telling me it was due to be delivered by DPD the next day. I also received further updates from DPD themselves. The jacket arrived on time( I paid for next day delivery) and with no issues. I had previously tried the jacket on so knew what size I needed , I’m not sure what experience I would have had if I had needed to return but I am more than happy with the service I had- can recommend so long as you know what you want

Bought a stone Island sweatshirt, once I filled in the details the payment went through but I received no email of the transaction or order. I've contacted them on all platforms with no resolve. I got one response and she claimed that she sent me an email with all my details but I received nothing, checked the spam folder too and nothing. I just want my money back at this point.

This feels like a scam operation. No customer support what so ever, AVOID at all costs